Automation of the processing of emergency operations in the information and technology and infrastructure organizations

Abstract

Telecommunication and internet providers manage IT infrastructures consisting of tens of thousands of various devices. Monitoring and managing such infrastructure is quite a complicated task demanding professional and coherent job from technical support teams. One of key tasks for monitoring service is prompt detection of equipment faults and quick engagement of corresponding experts to restore normal operation of equipment and systems. Corresponding tools are required to automate this process, which is quite labour-consuming. Orion CRL is offered as a tool with such functionality. It is integrated with the systems for monitoring, incident management, network management, inventories, CRM, Service Desk, IVR, contact center. It accelerates addressing critical faults giving additional opportunities for basic diagnostics. False diagnostics or mistaken incident registration leads to time losses, delays elimination of problems and distracts specialist from handling other urgent issues and tasks. To increase diagnostics efficiency there has been developed an original algorithm of analysis and search for root cause of fault; so called Root Cause Analysis (RCA). Algorithm is based on network topology analysis and faults which are detected by monitoring system such as Host Down, Host Up, Link Down. Algorithm provides for basic diagnostics, typical fault check operations on restore procedures which are typical for organization's IT infrastructure. Due to integration with monitoring system the RCA discovers root cause and symptomatic events. At the same time Orion CRL disguises faults that are symptomatic and highlights the root cause in monitoring system. The developed Orion CRL tool set increases efficiency of monitoring service. Automation of typical basic diagnostics operations and fault detection, in its turn, accelerates restoration of normal operation of equipment and saves operators’ work time.