AIOps Implementation for Infrastructure and Services Issue Classification and Ticket Creation at a Leading Financial Firm

Executive Summary: VerticalServe, a prominent consulting company, was engaged by a leading financial firm to implement Artificial Intelligence for IT Operations (AIOps) for infrastructure and services issue classification and ticket creation. The primary goal was to reduce Level 1 support team response times and improve overall efficiency. The implementation included server logs analysis, incident creation, data classification models, MLOps, issue ontologies and classifications, model training with known incidents, and entity extraction of server and service details.

1. Project Background and Objectives: The leading financial firm faced challenges with their traditional IT infrastructure and services management, which resulted in long response times and increased workloads for their Level 1 support team. The primary goals of the project were:

• Enhance incident classification and ticket creation processes
• Reduce Level 1 support team response times
• Implement data classification models for issue categorization
• Utilize MLOps for effective management of machine learning models
• Develop issue ontologies and classifications
• Train models with known incidents for improved accuracy
• Extract server and service details from logs and incidents

2. Project Approach: VerticalServe employed a systematic approach to achieve a successful AIOps implementation:

A. Assessment and Planning:

• Analyzed the existing IT infrastructure, services, and support processes
• Identified key performance indicators (KPIs) and areas for improvement
• Developed a detailed implementation plan and timeline

B. Server Logs Analysis and Incident Creation:

• Ingested and processed server logs using log aggregation tools
• Identified anomalies and correlated events to create incidents automatically
• Extracted relevant server and service details from logs for context

C. Data Classification Models and Issue Ontologies:

• Developed data classification models using machine learning algorithms
• Created issue ontologies and classifications based on historical incident data and domain expertise
• Integrated models into the incident management system for real-time classification

D. MLOps and Model Training:

• Implemented MLOps best practices for version control, continuous integration, and continuous deployment of machine learning models
• Trained the classification models with known incidents to improve accuracy
• Continuously refined the models based on ongoing feedback and performance metrics

E. Entity Extraction and Contextualization:

• Extracted server and service details from logs and incidents using natural language processing (NLP) techniques
• Contextualized incidents with relevant information to improve issue resolution times
• Stored extracted entities in a structured format for easy access and analysis

3. Results and Benefits: Following the successful implementation of AIOps, the leading financial firm experienced several benefits:

• Reduced Level 1 support team response times due to automated issue classification and ticket creation
• Improved issue resolution efficiency through better categorization and context
• Streamlined incident management processes and reduced manual effort
• Enhanced system visibility and monitoring capabilities

4. Conclusion: VerticalServe successfully implemented AIOps for the leading financial firm, improving the efficiency of their IT infrastructure and services management. The solution reduced Level 1 support team response times, streamlined processes, and provided valuable insights into system performance. The financial firm now benefits from a robust, data-driven approach to incident management that enhances overall service quality and reduces operational costs.

About:

VerticalServe Inc — Niche Cloud, Data & AI/ML Premier Consulting Company, Partnered with Google Cloud, Confluent, AWS, Azure…50+ Customers and many success stories..

Website: http://www.VerticalServe.com

Contact: contact@verticalserve.com

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