Automate incident management by decision-making model

The technology department of bank receives or generates large amount of incidents every day. The key of improving reputation of bank in market and user satisfaction degree is to minimize the impact on the business by restoring the service interrupted in an emergency as soon as possible. Under the circumstances that manual operation cannot guarantee the response time and accuracy, an efficient automatic decision-making support method is desperately in need. In this paper, we construct an automatic decision-making model based on data mining. When receiving an incident request, it can identify the possible failing CIs based on historical data, and predict the incident classification, and then retrieve the knowledge base of incidents to return the results of reference value. The model has achieved the automation of the incident management process, compared to the traditional full manual service, it utilizes the knowledge base more thoroughly, greatly improving the efficiency of the incident response.