Challenges with Traditional Incident Resolution Process

Network Operations Center (NOC) engineers and service desk personnel are tasked to process numerous incidents that require them to perform various diagnostic activities, manual operations, repetitive tasks, opening up multiple dashboards, verifying metric data from multiple tools. In many cases, the process also involves coordinating with other IT personnel or creating a war room to bring relevant teams together to march towards problem resolution and incident closure. All of this increases mean time to detect (MTTD) and mean time to resolve (MTTR) for incidents, resulting in SLA breach, customer churn and lost revenue.

Survey Response
  • 79% reported that adding more IT staff to address IT incident management is not an effective strategy
  • $10,700 average IT labor cost per performance incident


Challenges


Unknown
Incident Impact
Lot of ticket bounces or handoffs
Too many detours to check triage data (metrics and logs)
Manual diagnostic and resolution operations
Tedious process to exchange logs, diagnostic results with SMEs
Delays due knowledge access from vendor portals or external sources
Meet CloudFabrix Incident Rooms
Diagnose and Resolve Incidents Faster Than Ever with
AI Powered Modern Digital War Rooms

CloudFabrix Incident Room is a Modern digital collaborative war room that enables
faster incident diagnosis and remediation of incidents.



Incident Essentials/
Intelligence

Context
Aware Telemetry

Asset
Lifecycle Insights

Incident Knowledge/
Recommendations

Incident
Suggested Next Steps

Automated
Diagnostics/ AI Bots
Key Benefits

Incident Rooms drastically reduce MTTR by automating end-to-end Incident management. Incident Rooms presents a holistic view of key asset data, metrics data, historical data and AI-driven recommendations to enable expedited and streamlined processing of the incident. Incident Rooms increases productivity of operations and SOC/NOC teams by pulling together and assimilating key asset/metrics data from multiple sources and top it off with AI-driven recommendations.

  • Improve Operational Efficiency
  • Reduce Mean Time to Diagnose/Resolve (MTTD, MTTR)
  • Reduce alert noise by alert deduplication
  • Efficiently handle large volume of incidents by correlating and to actionable problems
  • Centralized operational portal for alerts or incidents originating from multiple systems




Reduce MTTD/MTTR

Context and Time Aware Assets, Metrics, Logs

Pinpoint Anomalies and Unusual Changes

Visually mark, compare, time-synchronized key metrics

Instant insights and knowledge base from similar, related incidents

Automated Tools, Workflows for Diagnosis & Resolution



How it Works
Stack definition, proactive observation of key leading
indicators and insights for preemptive actions



Data Sources
Connecting with any performance monitoring tool, log monitoring tool and CMDB using featured integrations and open APIs, to discover, collect or ingest IT operational data like metrics, logs, assets.

Ingest Incidents
Create and Organize Incident Rooms per Project/Queue/Customer. Automatically retrieve all incidents, along with updates, into Incident Room using bi-directional integration with ITSM systems

Anomalies & Observations
Identify metrics that have anomalies and unusual changes. Automatically group metrics into clusters based on correlated behavioral patters and ML unsupervised algorithms.

Incident Enrichment
Enrich incidents by categorizing incidents into more meaningful types, based on problem codes, failure messages or custom rules.

Stack Resolution
Extrapolate impacted assets through stack resolution from Application Dependency Map (ADM) and CMDB

Key Metrics & Logs
Automatically retrieve and view all key metrics and logs from underlying performance and log monitoring tools, based on time-of-occurrence of incident

Time-Sync and Visual Marker
View metrics and logs across multiple assets with point-in-time markers and time-synced views across in charts

Knowledge Mining
View automatically retrieved support case details, security vulnerabilities, defects and other key incident details from vendor portals. ML suggestions for similar incidents. Get recommendations on next steps

Diagnostic Tools & Automation
Perform essential troubleshooting tasks using built-in diagnostic tools (Ex: ping, traceroute, service restart, script invocations, API calls etc.). Automate advanced incident resolution activities by triggering workflows or run-books leveraging integration with RPA/IPA tools

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