International Business Machines Corporation

Gargi Banerjee Dasgupta

Akshat Verma

Balaji Viswanathan

Atri Mandal

Tapan Kumar Nayak

Vijay Ekambaram

Anindya Neogi

Pradipta De

Giriprasad Sridhara

Yixin Diao

Nirmit V Desai

Sampath Dechu

Aliza Rivka Heching

Pooja Aggarwal

Harshit Kumar

Renuka Sindhgatta

Sakib Abdul Mondal

Sankalp Gera

Rodney B Wallace

Ruchi Mahindru

Jinho Hwang

Larisa Shwartz

Ajay Mohindra

Ramasuri Narayanam

Ravi Kothari

Ajay Gupta

Anbang Xu

Sriram Raghavan

Monika Gupta

Amar Prakash Azad

Raghav Batta

Neelamadhav Gantayat

Tarun Tater

Jakub Krchák

Animesh Nandi

Prateeti Mohapatra

Lu An

Suriya Subramanian

Sahil Bansal

Arjun R Akula

Shubham Atreja

Nikhil Verma

Identifying an log anomaly resolution by generating a knowledge base linking each of a plurality of incidents with historical anomalous log lines, calculating a resolution specificity score for each knowledge base record, identifying a run-time anomalous log line using the knowledge base, predicting a category for the run-time anomalous log line, identifying resolutions according to the category, ranking the resolutions according to the resolution specificity scores, and recommending a resolution according to the ranking.

Identifying log anomaly resolution from anomalous system logs

One embodiment provides a method, including: obtaining at least one video capturing images of a writing capture device used during a business process design session, wherein the images comprise portions of the process flow; obtaining at least one audio recording corresponding to the business process design session; identifying an intended business process model shape; determining at least one business process model shape missing from the process flow provided on the writing capture device; identifying a task dependency for pairs of business process model shapes; and generating a business process model from (i) the intended business process model shapes, (ii) the at least one business process model shape missing from the process flow, and (iii) the identified task dependencies.

Generation of business process model

Methods, computer program products, and/or systems are provided that perform the following operations: in an information technology (IT) management system, grouping one or more ongoing service failure events into a service failure record; identifying a representative event for the service failure record; identifying one or more conversations that relate to the one or more ongoing service events; computing, using a similarity algorithm, feature similarity scores for respective conversations of the one or more conversations based, at least in part, on the features associated with the representative event and features associated with the respective conversations; linking a subset of the one or more conversations to the one or more ongoing service events in the service failure record based, at least in part, on the computed feature similarity scores; and providing the service failure record to a collaboration platform utilized in addressing the one or more ongoing service events.

Discovering insights and/or resolutions from collaborative conversations

Optimizing allocation of multi-tasking servers is provided. A schedule that identifies a plurality of time periods is received. The schedule associates each server of a plurality of servers with at least one time period. Performance characteristics, including a multitasking threshold, of each server of the plurality of servers is determined. A simulation of the plurality of servers is performed to determine a service level of the simulation. A workload identifying a plurality of incidents is received. Each incident is allocated to a server. One or more performance metrics of each time period is determined. The service level of the simulation is determined based, at least in part, on the one or more performance metrics of each time period. The schedule is optimized based, at least in part, on at least one of the service level and a target service level.

Optimizing allocation of multi-tasking servers

Methods, systems, and computer program products for measuring effective utilization of a service practitioner for ticket resolution via a wearable device are provided herein. A computer-implemented method includes determining one or more keywords related to multiple information technology action item categories; matching the determined keywords to a set of keystroke data, wherein the keystroke data are captured (i) by a remote device associated with an information technology action item practitioner (ii) over a fixed duration of time; computing, based on said matching the amount of the fixed duration of time spent by the information technology action item practitioner attempting to resolve an information technology action item from among the multiple categories; and outputting the computed amount of time to at least one user.

Measuring effective utilization of a service practitioner for ticket resolution via a wearable device

Aspects of the present invention disclose a method for debiasing text by neutralizing subjective information while preserving relevant information. The method includes one or more processors determining a sentiment of textual data. The method further includes extracting information that is relevant to resolving a topic that is represented in the textual data. The method further includes debiasing the information that is relevant to resolving a topic that is represented in the textual data. The method further includes validating that the debiased information includes the information that is relevant to resolving the topic that is represented in the textual data. The method further includes generating debiased textual data, the debiased textual data including the debiased information and masking the determined sentiment of the textual data.

Debiasing textual data while preserving information

One embodiment provides a method, including: receiving a foreign language trouble ticket requiring resolution; translating text of the foreign language trouble ticket into a language known to the person, wherein the translating comprises (i) translating a subset of foreign language keywords within a portion of the foreign language trouble ticket identified as a problem portion into the known language and (ii) translating a remaining subset of keywords into the known language using keyword links generated from previously resolved tickets by: extracting keywords from the historical tickets, wherein the keywords are recognized as corresponding to an identified portion; and generating at least one keyword link from at least one of the identified portions identified as a problem description portion; and directing the known language ticket to a resolver group, wherein the resolver group is selected based upon an issue identified within the ticket.

Translation of ticket for resolution

One embodiment provides a method for use within an organization having a plurality of groups dedicated to providing assistance with requests, including: obtaining a communication comprising a request for assistance from a user; identifying, using information contained within the obtained communication, a group that is able to provide assistance in resolving the request, each group having a corresponding model identifying information needed by that group; determining, based upon a model corresponding to the identified group, information needed by the identified group to resolve the request; identifying at least one modification that needs to be made to the communication based upon the determined information, wherein the identifying at least one modification comprises determining a difference between the determined information and the information contained within the obtained communication; and sending a modified communication to the identified group, wherein the modified communication comprises the obtained communication having at least one incorporated identified modification.

Communication enrichment recommendation

One embodiment provides a method, including: receiving a plurality of loglines from a system execution log; generating at least one control flow graph by mining (i) a plurality of templates and (ii) a sequence of the plurality of templates defined by an order encountered during execution from the system execution log, wherein the control flow graph identifies flows between templates during execution; mining (i) discriminative parameters, (ii) a position for each of the mined discriminative parameters within a template, and (iii) a value of each of the mined discriminative parameters; annotating edges of the at least one control flow graph with the values of the mined discriminative parameters within the control flow graph; identifying execution traces from the system execution log using the values of the mined discriminative parameters; and detecting system anomalies in the identified execution traces by comparing one of the execution traces to an expected execution.

System anomaly detection using parameter flows

Methods and arrangements for efficiently mining a control flow graph from execution logs of a distributed system. Using at least one text clustering technique, two text clusters are generated from the plurality of execution logs. At least one approximate template is generated based on the at least two text clusters. At least one refined template is created via refining the at least one approximate template using multimodal sequencing. The control flow graph is created based on the at least one refined template. An anomaly is detected in the control flow graph.

Scalable and accurate mining of control flow from execution logs across distributed systems

A system for determining asset configuration in a service delivery environment, comprises a simulation module developing a simulation model reflecting features of the service delivery environment, a search module using the simulation model and constraint data to determine a plurality of asset configurations for evaluation, a first evaluation module determining a value of each of the asset configurations, and determining the asset configuration of the plurality of asset configurations that yields a value meeting a predetermined objective, and a second evaluation module determining a deviation from a current configuration that would be caused by each of the asset configurations, and determining the asset configuration that yields a lowest deviation of the plurality of asset configurations, wherein the second evaluation module uses the value meeting the predetermined objective from the first evaluation module as a constraint when determining the asset configuration that yields the lowest deviation.

System and method for determining optimal asset configurations while minimizing disruption to existing business operations in a service delivery environment

Techniques for executing a batch of one or more workflows on one or more domains are provided. The techniques include receiving a request for workflow execution, sending at least one of one or more individual jobs in each workflow and dependency information to a scheduler, computing, by the scheduler, one or more outputs, wherein the one or more outputs are based on one or more performance objectives, and integrating orchestration of one or more workflows and scheduling of at least one of one or more jobs and one or more data transfers, wherein the integrating is used to execute a batch of one or more workflows based on at least one of one or more outputs of the scheduler, static information and run-time information.

Integrating flow orchestration and scheduling of jobs and data activities for a batch of workflows over multiple domains subject to constraints

Techniques for virtual machine placement in a datacenter are provided. The techniques include using one or more server power characteristics to determine a power cost for any given virtual machine placement in the datacenter, using a heat profile of one or more datacenter components in relation to one or more cooling resources in the datacenter to determine cooling cost for any given virtual machine placement in the datacenter, and using the power cost and cooling cost to apply integrated energy cost minimization at one or more levels of hierarchy in the datacenter to determine placement of a virtual machine in the datacenter such that the integrated energy cost of the datacenter is minimized.

Virtual machine placement for minimizing total energy cost in a datacenter

Growing community of inventors

Gurgaon, India

Gargi Banerjee Dasgupta