An Approach for Machine-First Incident Management

The objective of the paper is to propose a Machine Learning based model for incident management. Incident management is a key activity during the operations phase. It’s essential to address the incidents in an optimal time so that there is no disruption to the operations. As the number of incidents increase, it’s essential to have algorithms which allocate the incident to the right bot or concerned department through which the incident gets resolved or closed. The paper takes machine-first, smart, automation focused operations approach for incident management. The machine first approach proposes various tools, methods and processes that use machine learning to optimize the overall ticket management process. The Machine First Incident Management (MFIM) approach improves the productivity as well as quality. We elaborate the detailed method for smart ticket management, pro-active failure prediction, smart problem management, proactive maintenance and smart shift left in this paper.