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Leveraging user-to-tool interactions to automatically analyze defects in IT services delivery

机译:利用用户与工具的交互来自动分析IT服务交付中的缺陷

摘要

An approach is presented for identifying related problem tickets in an information technology (IT) environment. A pattern of actions included in interactions with a computer program is determined to be effective at proactively preventing a problem in the IT environment based on a frequency at which user(s) performed the interactions which perform text and statistical analyses of content of historical problem tickets. A script based on the pattern of actions is generated. A root cause of the problem is determined based on the text and statistical analyses. Responsive to a receipt of a new problem ticket, the script is executed to automatically perform the pattern of actions. The new problem ticket is classified as being in a group of problem tickets which are related to the problem and included in the historical problem tickets. The new problem ticket is determined to specify the problem which has the root cause.
机译:提出了一种用于识别信息技术(IT)环境中相关问题单的方法。基于用户执行交互的频率,确定与计算机程序交互中包含的动作模式对于主动预防IT环境中的问题有效,该交互执行对历史问题单内容的文本和统计分析。生成基于动作模式的脚本。根据文本和统计分析确定问题的根本原因。响应于收到新问题单,将执行脚本以自动执行操作模式。新的问题单被分类为与问题相关并包含在历史问题单中的一组问题单中。确定新问题单以指定具有根本原因的问题。

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