Automated Operator Assignment Using Historical Command Mapping
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Solution Overview
Problem
Current approaches for assigning operators to resolve IT service incidents in data centers are inefficient and prone to error, often relying on manual selection and lacking consideration of operator skills based on historical command usage.
Innovation Solution
An automated system that maps incident types to command groups and operators, using historical resolution data to determine the most suitable operator by analyzing command usage and skill sets, thereby ensuring efficient incident resolution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If manual assignment of operators to incidents is used, then flexibility in operator selection is maintained, but assignment efficiency decreases and errors increase
Solution Approach 1:
The patent introduces an automated assignment system that acts as an intermediary between incident reports and operator selection. This system uses historical data and machine learning algorithms to automatically match incidents with suitable operators, eliminating the need for manual assignment while preserving selection quality through data-driven decision-making.
Solution Approach 2:
The system enables self-service by automatically performing the operator assignment function without human intervention. The automated assignment engine analyzes incident characteristics, retrieves historical resolution data, and selects appropriate operators based on proven effectiveness, allowing the system to serve itself in the assignment decision-making process.
2Reliability
If manual assignment of operators to incidents is used, then human judgment can be applied, but assignment accuracy decreases due to lack of skill-based matching
Solution Approach 1:
The system performs preliminary action by pre-processing and storing historical incident resolution data, including commands used and their effectiveness, before new incidents occur. This historical data is structured and ready for rapid retrieval and analysis when assignment decisions need to be made, enabling accurate skill-based matching.
Solution Approach 2:
The system implements feedback by using historical data on command usage effectiveness to continuously improve assignment accuracy. The machine learning model learns from past assignments and outcomes, adjusting its selection criteria based on what has proven successful, thereby increasing reliability over time through data-driven feedback loops.
3Productivity
If automated assignment based on historical data is implemented, then assignment speed increases, but system complexity increases
Solution Approach 1:
The patent applies segmentation by dividing the automated assignment system into distinct functional modules: incident data reception, historical data retrieval, machine learning analysis, and operator selection. This modular architecture enables the complex system to be managed through separate, manageable components that can operate independently and be maintained separately.
4Measurement precision
If comprehensive historical data analysis is performed, then operator skill matching improves, but processing time increases
Solution Approach 1:
The system performs preliminary action by pre-processing historical data into structured formats and pre-calculating relevant metrics before they are needed for assignment decisions. Historical command usage patterns and operator skill profiles are prepared in advance, allowing rapid retrieval and comparison when new incidents require assignment, thus maintaining high precision without excessive processing time.
Data Source
AI summary
A method, a computer program product, and a computer system assign an operator to service an incident. The method includes determining a type of incident. The method includes determining a command group based on the type of incident according to a first mapping. The first mapping is indicative of a mapping between the command group and the type of incident based on historical resolutions of historical incidents. The command group includes at least one command used in resolving the type of incident for a historical incident. The method includes determining an operator who has used the command group according to a second mapping. The second mapping is indicative of a mapping between the command group and the operator based on historical resolutions of historical incidents. The operator has used at least one command in the command group. The method includes assigning the operator to the incident.