Using Artificial Intelligence to Accelerate Incident Management Processes
Artificial Intelligence (AI) is revolutionizing many areas of technology, and IT monitoring management is no exception. Since version 6.0 of Zabbix, the community has been exploring ways to integrate AI into its functionalities. With the release of version 7.0 and the growing popularity of AI, new solutions have emerged to facilitate critical processes in the monitoring environment. In this article, we’ll show you how we used an AI solution to optimize incident management at Made4NOC, speeding up problem resolution and adding value to our customers.
At Made4NOC, we deal with an average of 600 events every day, including incidents and resolutions. To ensure fast and effective service, it is essential that our team has access to detailed information about each incident, such as causes, possible solutions and recommendations to prevent recurrences. However, for new team members, analyzing complex events can be an initial challenge. That’s why we saw AI as an opportunity to optimize our processes and facilitate the work of both beginners and experienced technicians.
Before detailing the solution, it’s important to understand how our incident handling workflow works.
Whenever a trigger is triggered and appears on the Made4NOC dashboard, our analysts start the service by marking the trigger as recognized. During the resolution process, they add messages describing the steps taken, continually updating the event history. This allows us to create an information-rich repository for future occurrences of the same trigger.
Based on this flow, we adapted an existing solution in the Zabbix community to meet the needs of our scenario. We used a base created by the community and made adjustments and customizations to integrate it into the Made4NOC environment. We developed a script that automatically collects event information, such as the trigger name, problem description and update history, and sends this data to the AI. The system then processes the information and returns:
- Trigger name;
- Description of the problem;
- Update history.
This data is sent to the AI, which processes it and returns:
- The probable cause of the problem;
- Recommendations to solve it;
- Preventive measures to avoid recurrences.
The result is presented directly in the incident management interface with just two clicks. This solution provides not only more agility in analyzing the incident, but also greater precision in diagnosis and resolution. In addition, we are able to pass on detailed information to customers and the consulting team in a clear and efficient manner.
The integration of Artificial Intelligence into our Made4NOC workflow is the first step on our journey into the world of AI. This solution, developed based on contributions from the Zabbix community and customized for our context, is already bringing significant results by adding agility and quality to our customers’ service.
We are excited about the possibilities for the future and believe that AI will continue to play a key role in transforming IT monitoring.
If you’re interested in this solution or want to find out more about our services, don’t waste any time! Contact us and find out how we can help take your operation to the next level.
