Automated change monitoring and improvement recommendation system for incident reduction in information technology infrastructure
First Claim
1. A method comprising:
- obtaining, from a service management database, one or more change tickets and one or more incident tickets relating to an information technology infrastructure;
defining one or more change-incident pairs based on linkages between the incident tickets and the change tickets;
identifying one or more dimensions affecting outcomes of implementation of one or more change types based on the change-incident pairs utilizing a probability tree classifying historical changes to the information technology infrastructure based on;
on outcomes of the historical changes to the information technology infrastructure; and
the one or more dimensions;
generating at least one recommendation for altering implementation of subsequent changes of a given change type to the information technology infrastructure based on the identified dimensions;
applying said at least one recommendation to the implementation of one or more subsequent changes of the given change type to configuration items in the information technology infrastructure;
monitoring the information technology infrastructure to determine outcomes of the subsequent changes of the given change type; and
modifying said at least one recommendation responsive to said monitoring;
wherein identifying a given one of the one or more dimensions affecting outcomes of implementation of one or more change types based on the change-incident pairs utilizing the probability tree comprises determining a difference between (i) a first weighting of a first leaf of the probability tree corresponding to negative outcome for one or more changes with a given set of the one or more dimensions and (ii) a second weighting of a second leaf of the probability tree corresponding to a positive outcome for one or more changes with the given set of the one or more dimensions; and
wherein the method is performed by at least one processing device coupled to the information technology infrastructure over at least one network.
2 Assignments
0 Petitions
Accused Products
Abstract
A method includes obtaining, from a service management database, one or more change tickets and one or more incident tickets relating to an information technology infrastructure, defining one or more change-incident pairs based on linkages between the incident tickets and the change tickets, identifying, from the change-incident pairs, one or more dimensions affecting outcomes of implementation of one or more change types, generating at least one recommendation for altering implementation of subsequent changes of a given change type to the information technology infrastructure based on the identified dimensions, applying the at least one recommendation to the implementation of one or more subsequent changes of the given change type to configuration items in the information technology infrastructure, monitoring the information technology infrastructure to determine outcomes of the subsequent changes of the given change type, and modifying the at least one recommendation responsive to the monitoring.
17 Citations
20 Claims
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1. A method comprising:
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obtaining, from a service management database, one or more change tickets and one or more incident tickets relating to an information technology infrastructure; defining one or more change-incident pairs based on linkages between the incident tickets and the change tickets; identifying one or more dimensions affecting outcomes of implementation of one or more change types based on the change-incident pairs utilizing a probability tree classifying historical changes to the information technology infrastructure based on;
on outcomes of the historical changes to the information technology infrastructure; and
the one or more dimensions;generating at least one recommendation for altering implementation of subsequent changes of a given change type to the information technology infrastructure based on the identified dimensions; applying said at least one recommendation to the implementation of one or more subsequent changes of the given change type to configuration items in the information technology infrastructure; monitoring the information technology infrastructure to determine outcomes of the subsequent changes of the given change type; and modifying said at least one recommendation responsive to said monitoring; wherein identifying a given one of the one or more dimensions affecting outcomes of implementation of one or more change types based on the change-incident pairs utilizing the probability tree comprises determining a difference between (i) a first weighting of a first leaf of the probability tree corresponding to negative outcome for one or more changes with a given set of the one or more dimensions and (ii) a second weighting of a second leaf of the probability tree corresponding to a positive outcome for one or more changes with the given set of the one or more dimensions; and wherein the method is performed by at least one processing device coupled to the information technology infrastructure over at least one network. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A computer program product comprising a computer readable storage medium for storing computer readable program code which, when executed, causes a computer:
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to obtain, from a service management database, one or more change tickets and one or more incident tickets relating to an information technology infrastructure; to define one or more change-incident pairs based on linkages between the incident tickets and the change tickets; to identify one or more dimensions affecting outcomes of implementation of one or more change types based on the change-incident pairs utilizing a probability tree classifying historical changes to the information technology infrastructure based on;
on outcomes of the historical changes to the information technology infrastructure; and
the one or more dimensions;to generate at least one recommendation for altering implementation of subsequent changes of a given change type to the information technology infrastructure based on the identified dimensions; to apply said at least one recommendation to the implementation of one or more subsequent changes of the given change type to configuration items in the information technology infrastructure; to monitor the information technology infrastructure to determine outcomes of the subsequent changes of the given change type; and to modify said at least one recommendation responsive to said monitoring; wherein identifying a given one of the one or more dimensions affecting outcomes of implementation of one or more change types based on the change-incident pairs utilizing the probability tree comprises determining a difference between (i) a first weighting of a first leaf of the probability tree corresponding to negative outcome for one or more changes with a given set of the one or more dimensions and (ii) a second weighting of a second leaf of the probability tree corresponding to a positive outcome for one or more changes with the given set of the one or more dimensions; and wherein the computer is coupled to the information technology infrastructure over at least one network. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. An apparatus comprising:
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a processing device comprising a processor coupled to a memory; the processing device being configured; to obtain, from a service management database, one or more change tickets and one or more incident tickets relating to an information technology infrastructure; to define one or more change-incident pairs based on linkages between the incident tickets and the change tickets; to identify one or more dimensions affecting outcomes of implementation of one or more change types based on the change-incident pairs utilizing a probability tree classifying historical changes to the information technology infrastructure based on;
on outcomes of the historical changes to the information technology infrastructure; and
the one or more dimensions;to generate at least one recommendation for altering implementation of subsequent changes of a given change type to the information technology infrastructure based on the identified dimensions; to apply said at least one recommendation to the implementation of one or more subsequent changes of the given change type to configuration items in the information technology infrastructure; to monitor the information technology infrastructure to determine outcomes of the subsequent changes of the given change type; and to modify said at least one recommendation responsive to said monitoring; wherein identifying a given one of the one or more dimensions affecting outcomes of implementation of one or more change types based on the change-incident pairs utilizing the probability tree comprises determining a difference between (i) a first weighting of a first leaf of the probability tree corresponding to negative outcome for one or more changes with a given set of the one or more dimensions and (ii) a second weighting of a second leaf of the probability tree corresponding to a positive outcome for one or more changes with the given set of the one or more dimensions; and wherein the processing device is coupled to the information technology infrastructure over at least one network. - View Dependent Claims (18, 19, 20)
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Specification