Performing self-healing tasks using information technology management data

• US 9,785,497 B1
• Filed: 09/26/2016
• Issued: 10/10/2017
• Est. Priority Date: 09/26/2016
• Status: Active Grant

• Current Assignee: Kyndryl Incorporated
• Original Assignee: International Business Machines Corporation
• Inventors: Cook, Cynthia R., Guerra, Victoria L., Herrero, Victor R., Conway Peterson, Zachary J.
• Primary Examiner(s): Le, Dieu-Minh
• Application Number:
  US15/275,650
• Time in Patent Office: 379 Days
• Field of Search: 714 15, 714 16, 714 18, 714 25, 714 471, 714 45, 714 46, 714 57
• 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 11/079 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 11/3006 where the computing system is distributed, e.g. networked systems, clusters, multiprocessor systems multiprogramming arrangements G06F9/46; allocation of resources G06F9/50

Abstract

Systems and methods for performing self-healing tasks using information technology management data are disclosed. In aspects, a computer-implemented method of the invention comprises: storing alert data indicating that an alert condition has been detected at a client data center, the alert data including a monitoring situation; performing a matching function to determine whether the monitoring situation matches an assigned monitoring situation or is an unassigned monitoring situation; determining that the monitoring situation is unassigned; sending a ticket including a list of virtual engineers to the client data center; detecting a ticket update in a ticket database, the ticket update including an assignment of one of the virtual engineers to the monitoring situation; updating a monitoring situation database to include the assignment of the one of the virtual engineers; and initiating the one of the virtual engineers to resolve the monitoring situation.

Claims

1. A computer-implemented method for performing self-healing tasks using information technology management data, comprising:

detecting, by a synchronization module of a data management center server, alert data at a first alert database at a remote client data center, wherein the first alert database is continuously monitored by the synchronization module;

storing, by the data management center server, the alert data in an alert database of the data management center server, wherein the alert data indicates that an alert condition has been detected at the client data center, the alert data including a monitoring situation;

performing a matching function, by an alert processor of the data management center server, to determine whether the monitoring situation matches an assigned monitoring situation in a monitoring situation database, or is an unassigned monitoring situation;

determining, by the alert processor, that the monitoring situation is an unassigned monitoring situation;

sending, by the data management center server, a ticket including the monitoring situation and a list of virtual engineers to a ticketing system of the client data center;

detecting, by the data management center server, a ticket update in a ticket database of the data management center server, the ticket update including an assignment of a select one of the virtual engineers to the monitoring situation;

updating, by the data management center server, the monitoring situation database to include the assignment of the select one of the virtual engineers to the monitoring situation; and

initiating the select one of the virtual engineers to resolve the monitoring situation.

2. The method of claim 1, the storing the alert data is performed by the synchronization module.

3. The method of claim 1, further comprising a first self-healing virtual engineer generating the ticket.

4. The method of claim 1, wherein the detecting the ticket update comprises determining, by the synchronization module, that a ticket system at the client data center includes the ticket update;

and

sending, by the synchronization module, the ticket update to the ticket database.

5. The method of claim 1, further comprising monitoring, by a second self-healing virtual engineer, the ticket database for the ticket update, wherein the detecting the ticket update is performed by the second self-healing virtual engineer.

6. The method of claim 5, wherein the updating the monitoring situation database and the initiating the select one of the virtual engineers to resolve the monitoring situation are performed by the second self-healing virtual engineer.

7. The method of claim 1, further comprising determining that the alert condition was resolved by the select one of the virtual engineers.

8. The method of claim 1, further comprising:

determining that the alert condition was not resolved by the select one of the virtual engineers;

updating the ticket to generate an updated ticket; and

sending the updated ticket to the ticketing system of the client data center.

9. A computer program product for performing self-healing tasks using information technology management data, the computer program product comprising a computer readable storage medium having program instructions embodied therewith, the program instructions executable by a computing device to cause the computing device to:

receive, by a synchronization module of the computing device, alert data from a remote first alert database at a client data center, wherein the first alert database is continuously monitored by the synchronization module;

store, by the synchronization module, the alert data in a ticket database of the computing device;

provide access to a monitoring situation database including a list of assigned monitoring situations, wherein each of the assigned monitoring situations is associated with a virtual engineer programmed to address the respective assigned monitoring situation;

determine that the alert data has been received, the alert data including an unassigned monitoring situation;

send a ticket to client data center, the ticket including a list of virtual engineers available to be assigned by a system administrator to the unassigned monitoring situation of the alert data;

detect a ticket update including an assignment of a select one of the virtual engineers to the unassigned monitoring situation of the alert ticket;

update the monitoring situation database based on the assignment; and

initiate the select one of the virtual engineers to resolve the unassigned monitoring situation.

10. The computer program product of claim 9, wherein the program instructions further cause the computing device to:

determine that the alert condition was not resolved by the select one of the virtual engineers;

update the ticket to generate an updated ticket; and

send the updated ticket to the client data center.

11. The computer program product of claim 9, wherein the program instructions further cause the computing device to generate the ticket, wherein the list of virtual engineers is a filtered list of virtual engineers utilized to resolve or address the unassigned monitoring situation.

12. The computer program product of claim 9, wherein the program instructions further cause the computing device to generate the ticket via a first virtual engineer.

13. The computer program product of claim 9, wherein the program instructions further cause the computing device to:

determine, by the synchronization module, that a ticket system at the client data center includes the ticket update; and

send, by the synchronization module, the ticket update to the ticket database.

14. The computer program product of claim 13, wherein the program instructions further cause the computing device to monitor, by a second self-healing virtual engineer, the ticket database for the ticket update, wherein the detecting the ticket update is performed by the second self-healing virtual engineer.

15. The computer program product of claim 14, wherein the updating the monitoring situation database and the initiating the select one of the virtual engineers to resolve the monitoring situation are performed by the second self-healing virtual engineer.

16. A system for performing self-healing tasks using information technology management data, comprising:

a CPU, a computer readable memory and a computer readable storage medium associated with a computing device;

program instructions to continuously monitor, by a synchronization module of the computing device, a remote client data center for alert data;

program instructions to receive, by the synchronization module, the alert data indicating that an alert condition has been detected at the remote client data center, the alert data including identification of a monitoring situation;

program instructions to perform a matching function, by an alert database of the computing device, to determine whether the monitoring situation matches an assigned monitoring situation in a monitoring situation database, or is an unassigned monitoring situation;

program instructions to determine, by the alert database, that the monitoring situation is an unassigned monitoring situation;

program instructions to send a ticket including the monitoring situation and a list of virtual engineers to a ticketing system of the remote client data center;

program instructions to detect a ticket update in a ticket database of the computing device, the ticket including an assignment of a select one of the virtual engineers to the monitoring situation;

program instructions to update the monitoring situation database to include the assignment of the select one of the virtual engineers to the monitoring situation; and

program instructions to initiate the select one of the virtual engineers to resolve the monitoring situation,

wherein the program instructions are stored on the computer readable storage medium for execution by the CPU via the computer readable memory.

17. The system of claim 16, further comprising:

program instructions to determine, by the synchronization module, that the ticketing system at the remote client data center includes the ticket update; and

program instructions to send, by the synchronization module, the ticket update to the ticket database of the computing device.

18. The system of claim 17, further comprising program instructions to monitor, by a second self-healing virtual engineer, the ticket database of the computing device for the ticket update, wherein the detecting the ticket update is performed by the second self-healing virtual engineer.

19. The system of claim 16, further comprising:

program instructions to determine that the alert condition was not resolved by the select one of the virtual engineers;

program instructions to update the ticket to generate an updated ticket; and

program instructions to send the updated ticket to the ticketing system of the remote client data center.