METHOD AND SYSTEM FOR EFFICIENT TRANSITION OF INFORMATION TECHNOLOGY OPERATIONS

• US 20160147591A1
• Filed: 11/20/2015
• Published: 05/26/2016
• Est. Priority Date: 11/20/2014
• Status: Abandoned Application

• Current Assignee: TATA Consultancy Services Limited (Tata Sons Pvt Ltd.)
• Original Assignee: TATA Consultancy Services Limited (Tata Sons Pvt Ltd.)
• Inventors: Sadaphal, Vaishali Paithankar, Natu, Maitreya
• Application Number:
  US14/947,813
• Publication Number:
  US 20160147591A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 11/0709 in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems
• CPC Class Codes: G06F 11/0751 Error or fault detection not based on redundancy power supply failures G06F1/30; network fault management H04L41/06
• CPC Class Codes: G06F 11/079 Root cause analysis, i.e. error or fault diagnosis in a hardware test environment G06F11/22; in a software test environment G06F11/36
• CPC Class Codes: G06F 11/0793 Remedial or corrective actions recovery from an exception in an instruction pipeline G06F9/3861; by retry G06F11/1402; for recovering from a failure of a protocol instance or entity H04L69/40
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management

Abstract

This disclosure relates generally to computing devices, and more particularly to transition of IT operations. In one embodiment, a method and system is provided for generating an efficient transition plan for IT operations while addressing aspects such as coverage, risk, time, and cost. The IT operations are modeled through graphs and use well-defined problems in graph theory to build solutions. Heavy hitter issues are identified to maximize coverage. To minimize risk, severity of an issue is determined, wherein the severity is based on the instability caused or penalties associated with the issue. Further, transition time is minimized by finding issue-communities for parallel transition by finding maximum cliques. Yet further, the bin-packing algorithm is used to optimize the teams of resolvers and thus minimize cost. Finally, a transition plan is generated by systematically identifying issue communities for transition using the minimum hitting set and minimum vertex cover problem.

Claims

1. A processor-implemented method, for transition of Information Technology (IT) operations comprising:

identifying, via one or more issues which occur during the transition of IT operations from service provider to another service provider;

identifying, one or more heavy hitter issues from the one or more issues, wherein the one or more heavy hitter issues are issues which cover a maximum workload volume of IT operations;

identifying, risk associated with the one or more issues, by determining severity of the one or more issues, wherein the severity of the one or more issues is based on the instability caused by the issue or the penalties associated with the issues;

identifying, one or more similar issue communities, wherein the one or more similar issue communities are determined by computing a similarity coefficient and constructing an issue similarity graph;

identifying, an optimal team size of resolvers, wherein the optimal team size is determined by profiling type of activities performed by the resolvers; and

implementing, a transition plan wherein the transition plan is derived by analyzing identified heavy hitter issues, risk associated with the one or more issues, one or more similar issue communities and optimal team size of resolvers for transition of IT services.

2. The method of claim 1 wherein identification of the one or more heavy hitter issue is based on a volume, a persistence and a recency of the one or more issues, wherein the volume refers to number of time an issue has occurred, the persistence refers to number of days for which the issue has occurred and recency refers to how recently the issue has occurred.

3. The method of claim 2 wherein identification of the one or more heavy hitter issue comprises implementing Borda Count to compute a consolidated score for each issue based on volume, recency and persistence of the each issue and rank the each issue as heavy hitter issues based on the consolidated score.

4. The method of claim 1 wherein determining the severity of the one or more issue comprises:

creating a graph for all issues and corresponding related entities, wherein related entities comprises resolvers, inventory items, locations, hosts;

assigning risk value for all the issues based on the number of edges associated with each issue and the corresponding entities.

5. The method of claim 1 wherein determining similarity between two or more issues comprises:

identifying similarity based on one or more attributes associated with said two or more issues, wherein attributes comprises similar resolution steps, generation from a same inventory items, resolution by same resolvers, co-occurrence; and

computing similarity coefficient for said two or more issues based on corresponding attributes wherein the similarity coefficient is a Dice coefficient for said two or more issues and corresponding attributes.

6. The method of claim 5 wherein determining similarity between issue communities comprises:

creating an issue similarity graph wherein each issue is assigned to a node and an edge joins two nodes when the value of similarity coefficient for issues corresponding to the nodes is above a predefined threshold;

identifying one or more cliques in the issue similarity graph, wherein the one or more cliques are subgraphs of the issue similarity graph such that all nodes of the a clique are connected with each other by an edge;

computing a maximum clique size such that the maximum clique size is not more than one numerical value higher than a maximum degree of the issue similarity graph and further the number of nodes on a clique must be less than total number of nodes of the issue similarity graph; and

identifying a maximum clique based on the maximum clique size and iteratively repeating the identification after removing the identified maximum clique from the issue similarity graph to identify a second maximum clique wherein each identified clique is identified as a community of similar issues.

7. The method of claim 1 wherein profiling type of activities performed by the resolvers comprises:

analyzing, historical data related to a resolver wherein historical data comprises information such as issue description, ticket generation time, time taken to resolve various different issues;

estimating, based on the historical data, effort required to resolve one issue, time required to resolve one issue; and

computing, a minimum number of resolvers required to support an issue workload by implementing a minimum bin packing algorithm.

8. The method of claim 7 wherein the minimum number of resolvers is computed such that more than one resolver knows the resolution of each issue and each resolver resolves a predefined maximum number of issues.

9. The method of claim 1 wherein combining all information for efficient transition of IT operations to derive a transition plan comprises:

identifying, a smallest set of resolver for transition of each issue community by implementing a minimum hitting set problem such that a set of resolvers is identified for each issue of an issue community wherein the set of resolvers are a smallest set that can give transition for all issues in an issue community; and

identifying, independent issue communities, wherein independent issue communities are two or more groups of issue communities which do not require any common resolvers and wherein identification of the group of independent issue communities comprises;

constructing, a community graph wherein each node represents one issue community and an edge between a two nodes represents a common resolver for the two issue communities represented by the two nodes;

identifying, independent issue communities by implementing single vertex cover, to identify disconnected nodes, wherein disconnected nodes correspond to independent issue communities; and

removing, iteratively, nodes and edges of the disconnected issue communities and identifying another disconnected nodes corresponding to other independent issue communities for a remaining community graph.

10. The method of claim 9 further comprising computing a weighted minimum hitting set of resolvers comprising processor implemented acts of:

assigning, weight to a resolver based on the number of communities associated with the resolver;

ranking, the issue communities based on the rank and coverage of their constituent issues;

identifying, the risk community with the highest ranking and selecting, a minimum resolver set for the community such that the selected minimum resolver set has a minimum weight compared to the other resolver sets; and

removing, iteratively, the issue community for which resolver set is selected from the ranked issue communities and selecting minimum weighted resolver for the second highest ranking issue community.

11. The system for efficient transition of Information Technology (IT) operations;

said system comprising a processor and a memory comprising;

an issue identification module configured to identify, one or more issues which occur during the transition of IT operations from service provider to another service provider;

a coverage maximization module configured to identify, one or more heavy hitter issues from the one or more issues, wherein the one or more heavy hitter issues are issues which cover a maximum workload volume of IT operations;

a risk minimization module configured to identify, risk associated with the one or more issues, by determining severity of the one or more issues, wherein the severity of the one or more issues is based on the instability caused by the issue or the penalties associated with the issues;

a time minimization module, configured to identify, one or more similar issue communities, wherein the one or more similar issue communities are determined by computing a similarity coefficient and constructing an issue similarity graph;

a cost identification module configured to identify, an optimal team size of resolvers, wherein the optimal team size is determined by profiling type of activities performed by the resolvers; and

a transition planning module configured to implement a transition plan wherein the transition plan is derived by analyzing identified heavy hitter issues, risk associated with the one or more issues, one or more similar issue communities and optimal team size of resolvers for transition of IT services.

12. The system of claim 11 wherein the coverage maximization module is further configured to identify the one or more heavy hitter issue is based on volume, persistence and recency of the one or more issue, wherein volume refers to number of time an issue has occurred, persistence refers to number of days for which the issue has occurred and recency refers to how recently an issue has occurred.

13. The system of claim 11 wherein the coverage maximization module is further configured to identify the one or more heavy hitter issue by implementing Borda Count to compute a consolidated score for each issue based on volume, recency and persistence of the each issue and rank the each issue as heavy hitter issues based on the consolidated score.

14. The system of claim 11 wherein the risk minimization module is configured to determine the severity of the one or more issue by:

creating a graph for all issues and corresponding related entities, wherein related entities comprises resolvers, inventory items, locations, hosts;

assigning risk value for all the issues based on the number of edges associated with each issue and the corresponding entities.

15. The system of claim 11 wherein the time minimization module is configured to determine similarity between two or more issues by:

identifying similarity based on attributes associated with said two or more issues, wherein attributes comprises similar resolution steps, generation from a same inventory items, resolution by same resolvers, co-occurrence; and

computing similarity coefficient for said issues based on corresponding attributes wherein the similarity coefficient is a Dice coefficient for said two or more issues and corresponding attributes.

16. The system of claim 15 wherein the time minimization module is configured to determine similarity between issue communities by:

creating an issue similarity graph wherein each issue is assigned to a node and an edge joins two nodes when the value of similarity coefficient for issues corresponding to nodes is above a predefined threshold;

identifying one or more cliques in the issue similarity graph, wherein the one or more cliques are subgraphs of the issue similarity graph such that all nodes of the a clique are connected with each other by an edge;

computing a maximum clique size such that the maximum clique size is not more than one numerical value higher than a maximum degree of the issue similarity graph and further the number of nodes on a clique must be less than total number of nodes of the issue similarity graph; and

identifying a maximum clique based on the maximum clique size and iteratively repeating the identification after removing the identified maximum clique from the issue similarity graph to identify a second maximum clique wherein each identified clique is identified as a community of similar issues.

17. The system of claim 11 wherein the cost minimization module is configured to profile type of activities performed by the resolvers by:

analyzing, historical data related to a resolver wherein historical data comprises information such as issue description, ticket generation time, time taken to resolve various different issues;

estimating, based on the historical data, effort required to resolve one issue, time required to resolve one issue; and

computing, a minimum number of resolvers required to support an issue workload by implementing a minimum bin packing algorithm; and

wherein the cost minimization module is configured to the minimum number of resolvers may be computed such that more than one resolver knows the resolution of each issue and each resolver resolves a predefined maximum number of issues.

18. The system of claim 11 wherein the transition planning module is configured to combine all information generated by the coverage maximization module, the risk minimization module, the time minimization module and the cost minimization module for efficient transition of IT operations by:

identifying, a smallest set of resolver for transition of each issue community by implementing a minimum hitting set problem such that a set of resolvers is identified for each issue of an issue community wherein the set of resolvers are a smallest set that can give transition for all issues in an issue community; and

identifying, independent issue communities, wherein independent issue communities are two or more groups of issue communities which do not require any common resolvers and wherein identification of the group of independent issue communities comprises;

constructing, a community graph wherein each node represents one issue community and an edge between a two nodes represents a common resolver for the two issue communities represented by the two nodes;

identifying, independent issue communities by implementing single vertex cover, to identify disconnected nodes, wherein disconnected nodes correspond to independent issue communities; and

removing, iteratively, nodes and edges of the disconnected issue communities and identifying another disconnected nodes corresponding to other independent issue communities for a remaining community graph.

19. The system of claim 18 wherein the transition planning module is further configured to compute a weighted minimum hitting set of resolvers by:

assigning, weight to a resolver based on the number of communities associated with the resolver;

ranking, the issue communities based on the rank and coverage of their constituent issues;

identifying, the risk community with the highest ranking and selecting, a minimum resolver set for the community such that the selected minimum resolver set has a minimum weight compared to the other resolver sets; and

removing, iteratively, the issue community for which resolver set is selected from the ranked issue communities and selecting minimum weighted resolver for the second highest ranking issue community.