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John Spacey, January 06, 2016 updated on February 09, 2017
Incident management software is typically a simple tool for tracking incidents such as technology outages. In some cases, tools provide prioritization features such as determining which incidents are most likely to violate a service level agreement. Advanced software in the space may be able to automatically determine root cause when many incidents occur at the same time. This typically requires modeling infrastructure typologies in the software. Some packages can automatically discover things such as a network topology for the purposes of automated root cause analysis.The process of making long term improvements to address the root cause of incidents is often managed in a separate problem management or knowledge management tool.
ExampleA router at a data center goes down causing service disruption for thousands of customers. An incident management tool automatically creates an incident ticket for each customer, this triggers a notification to customers to inform them of the incident. The tool performs a root cause analysis using network topology information that it automatically discovers each evening. A priority ticket is created for the affected router and the cause-and-effect relationship is modeled using a parent-child relationship with all tickets a child of the root cause. When failover occurs or the router is fixed, the parent ticket is closed causing all children to be closed. This triggers a notification to impacted customers.
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