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公开(公告)号：US11601347B2
公开(公告)日：2023-03-07
申请号：US16944198
申请日：2020-07-31
申请人： Kyndryl, Inc.
发明人： Pawel Jasionowski , Steven J Mazzuca , Daniel S. Riley , Michael H. Roehl , George E. Stark , Daniel Grey Yates
IPC分类号： H04L41/5074 , G06N20/00 , H04L41/5019 , G06Q10/0639 , G06Q10/0633
摘要： A system to provide end users with recommendations on improving the quality of the incident management process is provided. A computer device identifies a set of historical incident reports, wherein the historical incident reports identify: (i) incident tickets, (ii) one or more skills associated with personnel assigned to the incident tickets, and (iii) whether the incident tickets were resolved within threshold periods of time to resolve. The computing device trains a machine learning model to predict sets of skills associated with resolving incident tickets within the threshold periods of time to resolve based, at least in part, on the identified set of historical incident reports. The computing device assigns a set of personnel to the new incident ticket based, at least in part, on the predicted set of skills associated with resolving the new incident ticket within the threshold period of time to resolve.
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公开(公告)号：US11321162B2
公开(公告)日：2022-05-03
申请号：US16822868
申请日：2020-03-18
申请人： Kyndryl, Inc.
摘要： A method of identifying an incident root cause probability that includes identifying, using a monitoring system, a first incident/incident class and generating, using a change management application, a first change request and change class. The method also includes generating, from the change management application, a second change request from a second incident, and where the first and second incidents are in a set of incidents, and where the first and second change requests are in a set of changes, mapping, by a cause analysis application, the set of incidents to the set of changes to identify a root cause probability, where the probability is formed by from a Galois linkage chain between the two sets, and developing, from the cause analysis application, a root cause probability value of the first incident, and executing, using a parameter management application, a mitigation process.
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公开(公告)号：US11610136B2
公开(公告)日：2023-03-21
申请号：US16417600
申请日：2019-05-20
申请人： Kyndryl, Inc.
摘要： A method, computer system, and a computer program product for estimating the probability of invoking information technology (IT) disaster recovery at a location based on an incident risk is provided. The present invention may include receiving a piece of data associated with an incident at the location. The present invention may also include estimating a similarity value associated with the incident based on a plurality of past incidents from a knowledge base. The present invention may then include receiving a plurality of mined data based on the location. The present invention may further include predicting the incident risk to the location based on the received plurality of mined data and the estimated similarity value to the plurality of past incidents.
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