IT Incident Repair Workflow Orchestration
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Solution Overview
Problem
Current IT incident management relies heavily on manual processes and limited automation, making it inefficient to identify root causes and resolve issues in complex IT infrastructures, leading to suboptimal performance and increased IT failures.
Innovation Solution
A system and method for creating, storing, and executing repair workflows that automate the resolution of IT incidents, utilizing a repair workflow repository, orchestration module, and remote action services to facilitate automated and assisted incident resolution, with features like repair frames, transitions, and bindings to manage and execute repair operations.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If manual processes are used for IT incident management, then flexibility and adaptability are maintained, but productivity and resolution efficiency deteriorate
Solution Approach 1:
The system dynamically adapts between fully automated and interactive repair workflows based on incident complexity and requirements. The orchestration module can automatically execute predefined repair workflows for standard incidents while allowing manual intervention for complex cases, making the automation level flexible rather than fixed.
Solution Approach 2:
The system enables self-service automated repair workflows that can resolve incidents without human intervention. The orchestration module automatically detects incidents, selects appropriate repair workflows from the repository, executes them, and verifies resolution, reducing dependency on manual IT staff intervention for routine incidents.
2Productivity
If limited automation is used, then system complexity is reduced, but productivity and resolution speed deteriorate
Solution Approach 1:
The system segments incident management into distinct modular components: incident detection modules, repair workflow repository, orchestration module, and remote action services. Each component has a specific function, allowing the system to scale automation complexity independently without overwhelming the entire system.
Solution Approach 2:
The orchestration module serves multiple functions: it detects incidents, selects appropriate repair workflows, executes them automatically or interactively, and verifies resolution. This multi-functional design consolidates complexity into a single coordinated module rather than distributing it across multiple complex systems.
3Productivity
If automated repair workflows are implemented, then productivity and efficiency are improved, but ease of operation deteriorates due to reduced manual control
Solution Approach 1:
The system dynamically adapts between fully automated and interactive repair workflows based on incident complexity and requirements. The orchestration module can automatically execute predefined repair workflows for standard incidents while allowing manual intervention for complex cases, making the automation level flexible rather than fixed.
Solution Approach 2:
The orchestration module acts as an intermediary between automated repair workflows and manual IT staff intervention. It coordinates automated execution while providing interfaces for human operators to intervene when needed, bridging the gap between automation and manual control.
4Productivity
If more automation is implemented, then productivity increases, but device complexity increases
Solution Approach 1:
The system segments incident management into distinct modular components: incident detection modules, repair workflow repository, orchestration module, and remote action services. Each component has a specific function, allowing the system to scale automation complexity independently without overwhelming the entire system.
Data Source
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AI summary
A computer implemented method for assisted and automated resolving of Information Technology (IT) incidents is provided. The method facilitates one or more users to define repair workflows to resolve the IT incidents. The defined repair workflows are stored in a flow repository. The stored repair workflows are accessed and invoked by the one or more users. The invoked repair workflows are interactively executed for a user assisted resolution of the IT incident. The invoked repair workflows are executed automatically for the automated resolution of the IT incident.