Virtual NOC for Automated Hybrid Cloud Incident Resolution
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Solution Overview
Problem
The traditional software support lifecycle for hybrid cloud computing systems involves numerous manual and repetitive steps, including incident reporting, log collection, and patch deployment, which is inefficient and time-consuming, especially when dealing with cross-cloud environments.
Innovation Solution
A computer-implemented method that automates the support process by using a virtual network operations center (NOC) to track incident reports, maintain issue mappings, initiate distributed log collection, and publish upgrade notifications to hybridity managers, eliminating the need for manual back-and-forth processes and enabling automatic resolution of recurring issues.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If manual support lifecycle processes are used for incident reporting and resolution, then users can report incidents and receive support, but the process involves numerous back-and-forth manual steps that are time-consuming and inefficient
Solution Approach 1:
The system performs preliminary actions by automatically collecting logs, identifying issues, and preparing patch builds before user intervention is needed. The automated support lifecycle management system proactively gathers diagnostic information and prepares resolution mechanisms in advance, eliminating the need for users to manually gather logs and wait for patch uploads.
Solution Approach 2:
The system enables self-service by automatically resolving incidents without requiring continuous user interaction. The automated support lifecycle management system independently completes the full incident resolution cycle including log collection, issue identification, patch preparation, and deployment, freeing users from repetitive manual steps.
2Reliability
If manual log collection and analysis is performed by support teams, then incident diagnostics can be conducted, but the process requires repeated manual interventions from multiple users experiencing the same issue
Solution Approach 1:
The system implements feedback mechanisms where automated log analysis results directly trigger issue identification and patch generation processes. The automated support lifecycle management system continuously monitors system state, compares collected logs against known issues, and automatically adjusts the resolution process based on diagnostic findings, creating a closed-loop feedback system that improves both reliability and productivity.
Solution Approach 2:
The automated support lifecycle management system acts as an intermediary between users and support teams, automatically performing log collection, analysis, and patch management. This intermediary layer eliminates the need for direct manual intervention by support personnel while maintaining accurate diagnosis through automated issue identification algorithms.
3Ease of repair
If traditional patch deployment processes are used, then bug fixes can be delivered to users, but the process requires users to manually download builds from FTP servers and confirm resolution
Solution Approach 1:
The system enables self-service patch deployment where the automated support lifecycle management system automatically downloads, installs, and configures patch builds without user intervention. The system independently manages the entire patch deployment lifecycle including retrieving fixes from version control, applying them to affected systems, and verifying resolution, thereby maximizing automation while maintaining ease of repair.
Solution Approach 2:
The system performs preliminary actions by pre-preparing and staging patch builds before they are needed for deployment. The automated support lifecycle management system anticipates required fixes, prepares them in advance, and has them ready for automatic deployment when incidents are resolved, eliminating the need for users to manually download and install patches.
Data Source
AI summary
Techniques disclosed herein manage and resolve incidents in hybridity manager applications, without the back-and-forth manual steps of the traditional software support lifecycle. In one embodiment, a virtual network operations center (NOC) with a centralized view of distributed, cross-cloud hybridity manager installations is responsible for tracking incident reports relating to hybridity managers and associated bugs, and the virtual NOC automatically publishes notifications of upgrade builds that fix the tracked bugs to the appropriate hybridity managers. When the same bug is encountered again with another hybridity manager instance, the virtual NOC may also publish an upgrade notification to the other hybridity manager instance, without requiring a support ticket to be filed, etc.