Towards an optimized model of incident ticket correlation

Abstract

In an ITS system, seemingly unrelated tickets created by end users and monitoring systems can coexist and have the same root cause. The connection between failed resource and malfunctioning services is not realized automatically, but often established manually by means of human intervention. This need for human involvement reduces productivity. The introduction of automation would increase productivity and therefore reduce the cost of incident resolutionIn this paper, we propose a model to correlate incident tickets based on three criteria. First, we employ a category-based correlation that relies on matching service identifiers with associated resource identifiers, using similarity rules. Secondly, we correlate the configuration items which are critical to the failed service with the earlier identified resource tickets in order to optimize the topological comparison. Finally, we augment scheduled resource data collection with constraint adaptive probing to minimize the correlation interval for temporally correlated tickets. We present experimental data in support of our proposed correlation model.

Who Do You Call? Problem Resolution through Social Compute Units

“…Unlike our approach, however, none of these works consider dynamic team formation to facilitate faster resolution of tickets through collaborative problem solving. The use of component dependency graphs in the incident management process has also been explored [11,9]. However, these have mainly been used to correlate problems and to search possible solutions rather than to automatically establish a suitable team for solving problems.…”

CERT üçün insident verilənlərinin intellektual analizi

“…Xidməti biletlər isə müəyyən təcrübəyə malik olan məsuliyyətli şəxs tərəfindən açılır [8]. İnformasiya təhlükəsizliyi insidentləri biletlərdə strukturlaşdırılmış və strukturlaşdırılmamış şəkildə saxlanılır.…”

Machine learning in incident categorization automation

“…These framework aims at improving business performance through the best IT service delivery. Thus, ITSM focuses on development of methodologies and tools to provide an efficient and high quality service [2], including optimizing IT services and business operations, increasing employees' productivity and costumers' satisfaction.…”