DIAGNOSING INCIDENTS FOR INFORMATION TECHNOLOGY SERVICE MANAGEMENT

摘要

Diagnosing and detecting causes of an incident may comprise classifying the incident by keywords, searching for co-occurring and reoccurring group of incidents, summarizing commonalities in the group of incidents, correlating the group of incidents with causes, defining association rules between the commonalities, and predicting potential problems based on the correlated group of incidents with causes.

主权项

1. A computer-implemented method of diagnosing and detecting causes of an incident interactively, the method performed by one or more processors, the method comprising:
classifying the incident by keywords by searching a problem ticket generated in an information technology (IT) system, the problem ticket describing the incident for the keywords; adding dependency keywords to the keywords, the dependency keywords representing dependent components among IT components involved in the problem ticket, wherein the dependency keywords are respectively given a boosting weight based on an impact of the respective keyword; assigning accuracy weight to the respective keyword based on a validity of the respective keyword and the boosting weight; searching for co-occurring and reoccurring group of incidents based on the keywords with respective accuracy weights and boosting weights; summarizing commonalities in the group of incidents; correlating the group of incidents with causes; defining association rules between the commonalities; and predicting potential problems based on the correlated group of incidents with causes.