IT incident management by analyzing incident relations

Rong Liu, Juhnyoung Lee

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

9 Scopus citations

Abstract

IT incident management aims to maintain high levels of service quality and availability by restoring normal service operations as quickly as possible and minimizing business impact. Enterprises often maintain many applications to support their business. It is a significant challenge to diagnose incidents at application level due to complicated causes often aggregated from the shared IT environment, network, hardware, software, and changes. In this paper, we present a new approach to diagnosing application incidents by effectively searching for relevant co-occurring and reoccurring incidents. These relevant incidents reveal patterns of application failures and provide insights into incident resolution and prevention. This paper also provides a case study where we implement this approach and evaluate its performance in terms of search accuracy.

Original languageEnglish
Title of host publicationService-Oriented Computing - 10th International Conference, ICSOC 2012, Proceedings
Pages631-638
Number of pages8
DOIs
StatePublished - 2012
Event10th International Conference on Service-Oriented Computing, ICSOC 2012 - Shanghai, China
Duration: 12 Nov 201215 Nov 2012

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume7636 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference10th International Conference on Service-Oriented Computing, ICSOC 2012
Country/TerritoryChina
CityShanghai
Period12/11/1215/11/12

Keywords

  • Co-occurrence
  • IT service management
  • Incident management
  • Incident relation
  • Reoccurrence
  • Text analytics

Fingerprint

Dive into the research topics of 'IT incident management by analyzing incident relations'. Together they form a unique fingerprint.

Cite this