Remediation with Corrective Closure (Incident Automation Opportunity)
Remediation with Corrective Closure (Incident Automation Opportunity)
This section shows the Incident Automation Opportunity for I-AIOps.
This insight identifies new automation opportunities to improve further yield on the Incident tickets automation across the life cycle of incidents.
The insights provides the opportunities at different stages of Automation in Incident Life Cycle, like Alert to Ticket creation automation, auto-generated ticket not flowing into automation and auto generated ticket flowing into automation (which further is resolved by different methods like automation, clearing event, etc).
The insight report provides an overview of the incident tickets having automation opportunity for the latest 3 months. Using these insights, account teams can identify new opportunities and take actions to improve the remediation % to reach the target of 35% per month.
The Integrated AIOPs Incident Automation Opportunity insight identifies additional areas where automation may be applied to address detected issues within the managed environment. The insight provides the possibility for the account team to get insight where manual activities can be reduced by deploying available automations or identifying areas where new automations need to be developed.
Business Value and benefits
- The automation yield can be improved.
- Deploying automations helps in freeing up the resources and thus focus on customer needs.
- Free up resources can also be reskilled/redeployed to take up new opportunities.
- Reduces potential human errors.
Metrics
Metrics Description
This is the percentage derived from the number of incident tickets for which a CACF playbooks took a corrective action resulting into resolution of the identified issue ("Remediation with Corrective Closure") with respect to all incident tickets in Kyndryl scope*.
This metric provides an overview of the impact of automated corrective actions on the total amount of incident tickets in Kyndryl scope. By increasing the amount of automated corrective closure percentage, the manual work by the support teams will be reduced.
incident tickets with closure code "Remediation with Corrective Closure" Automated Corrective Closure % = --------------------------------------------------------------------------- x 100 all incident tickets in scope for Kyndryl
Metric Name | Metric Description |
|---|---|
Automated Corrective Closure percentage | The Automated Corrective Closure number is specified as all incident tickets for which a CACF playbooks took a corrective action resulting into resolution of the identified issue ("Remediation with Corrective Closure"). The Automated Correction Closure percentage is calculated by dividing the Automation Corrective Closure number by all incident tickets in Kyndryl scope. *All tickets in scope of Kyndryl including, but not limited to, storage, network, compute, mainframe, database, middleware, applications etc. and excludes customer, vendor (unless they are a direct subsidiary), helpdesk/DWS/service desk resolver group queues* |
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