International Business Machines Corporation

Matthew Richard James Thornhill

David Griffin

Luke Taher

Keith Jeremy Posner

Ian Manning

Seema Nagar

Ruchi Mahindru

Paul Basil French

Amitkumar Manoharrao Paradkar

Jonathan Ian Settle

Pooja Aggarwal

Harshit Kumar

Rohan R Arora

Stephen James Hussey

Franco Forti

Karan Bhukar

Prioritized flow testing and incident handling includes tracking computerized interactions of users interacting with system(s), identifying user flows, each being a sequence of one or more of the tracked computerized interactions, determining a collection of user flows of the user flows, each being associated with a measured beneficial impact, assigning impact metrics to the collection of user flows, each being assigned an impact metric commensurate with the measured beneficial impact associated with that user flow, and based on the assigned impact metrics, selecting synthetic tests of common flows represented by the collection of user flows and a prioritization of the synthetic tests, each synthetic test simulating a sequence of user interactions to progress through a common flow of the common flows.

Prioritized flow testing and incident handling

There is provided a method, apparatus and computer program product for analysing policies executed in a computer system which comprises a plurality of entities. The system is operable to detect one or more policies within a set of policies that have executed a predetermined number of times within a time window; identify a plurality of co-occurring, and thereby related, policies based on the detecting; and group the identified co-occurring policies.

Analyzing policies executed in a computer system

Techniques are provided for dynamic alert suppression policy management. In one embodiment, the techniques involve receiving an event stream, wherein the event stream includes metric values comprising at least one of: log anomaly data and metric anomaly data, determining an anomalous event based on the event stream, determining a persistent region of the anomalous event, determining a quantum representation of the persistent region, determining X-Y values of the persistent region based on the quantum representation, and generating a policy based on a set of the X-Y values.

Dynamic alert suppression policy management

A computer-implemented method for generation of dashboard templates for operations management is disclosed. The computer-implemented method includes monitoring a user interactions with an editable dashboard user interface when handling issue instances to gather chart selections, wherein a chart is a graphical visualization of one or more parameters of a data source. The computer-implemented method further includes identifying an issue type to chart pairs from the gathered chart selections and, for each pair, generalizing the one or more data source parameters. The computer-implemented method further includes identifying from the gathered chart selections common associations between the issue type and a chart visualization type. The computer-implemented method further includes storing dashboard information for an issue type including one or more likely chart visualization types for one or more generalized data source parameters, wherein the dashboard information is available to generate a dashboard template for a new issue instance of the issue type.

Generation of dashboard templates for operations management

A method, a computer program product, and a computer system co-assign operators to service an incident with a first operator educating a second operator of skills used in servicing the incident. The method includes determining a type of incident and determining a command group used for the type of incident according to a first mapping based on historical resolutions of historical incidents. The method includes determining the first operator for co-assignment according to a second mapping based on successful historical resolutions of historical incidents by the first operator. The method includes determining the second operator for the co-assignment according to the second mapping that further maps the command group and the second operator based on a lack of experience in using the command group. The method includes co-assigning the incident to the first operator and the second operator.

Training operators through co-assignment

Aspects of the present invention disclose a method for automated incident prioritization in network monitoring systems. The method includes one or more processors determining historical sentiment impact scores for one or more incident parameters based at least in part on textual content of customer feedback and changes of a customer sentiment during a time period corresponding to one or more system incidents of the time period. The method further includes assigning a classification to the one or more system incidents, wherein the classification corresponds to the one or more incident parameters. The method further includes determining an active incident sentiment impact score for each of one or more active incidents. The method further includes applying the active incident sentiment impact scores as a factor to prioritize incident handling of the one or more active incidents.

Automated incident prioritization in network monitoring systems

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.

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London, United Kingdom

Matthew Richard James Thornhill