International Business Machines Corporation

Winnie Wing-Yee Cheng

Daniela Rosu

Mithkal M Smadi

Srikanth Govindaraj Tamilselvam

James Randal Moulic

Anuradha Bhamidipaty

Aliza Rivka Heching

Anshu Narendra Jain

Jia Liu

Shang Qing Guo

Abhijit Bose

Dennis Anthony Perpetua, Jr

Laura Zaihua Luan

Sang Kyum Kim

An approach is presented for identifying related problem tickets in an information technology (IT) environment. A pattern of actions included in interactions with a computer program is determined to be effective at proactively preventing a problem in the IT environment based on a frequency at which user(s) performed the interactions which perform text and statistical analyses of content of historical problem tickets. A script based on the pattern of actions is generated. A root cause of the problem is determined based on the text and statistical analyses. Responsive to a receipt of a new problem ticket, the script is executed to automatically perform the pattern of actions. The new problem ticket is classified as being in a group of problem tickets which are related to the problem and included in the historical problem tickets. The new problem ticket is determined to specify the problem which has the root cause.

Leveraging user-to-tool interactions to automatically analyze defects in IT services delivery

An approach is presented for identifying related problem tickets in an information technology (IT) environment. User interactions with a computer program are stored. The user interactions include inputs to the computer program to search for problem tickets issued in the IT environment that have the same characteristics. One or more user interaction patterns within the user interactions are recognized. A user interaction pattern of the one or more user interaction patterns is selected based on an evaluation of effectiveness of each of the one or more user interaction patterns. Based on the user interaction pattern, a rule is generated for determining which problem tickets in the IT environment share a common characteristic. The rule is applied to additional problem tickets issued in the IT environment to identify which of the additional problem tickets share the common characteristic.

Leveraging user-to-tool interactions to automatically analyze defects in it services delivery

Aspects of the present invention dynamically reduce a frequency at which IT infrastructure automatically generates alerts. Historical data across a plurality of data sources in the IT infrastructure is analyzed. An opportunity to reduce the frequency at which the IT infrastructure automatically generates the alerts is identified. A new alert policy addressing the opportunity to reduce alert frequency is generated. An impact of the new alert policy on a set of predefined service level objectives (SLOs) and service level agreements (SLAs) is evaluated. The new alert policy is deployed in the IT infrastructure.

Reduction of alerts in information technology systems

Growing community of inventors

Tarrytown, NY, United States of America

Winnie Wing-Yee Cheng