Open AccessAutomation of the processing of emergency operations in the information and technology and infrastructure organizations.
Author(s) -
V.O. Ternavskyi,
D.Y. Kalbazov,
Yu.M. Lysetskyi
Publication year - 2020
Publication title -
matematičeskie mašiny i sistemy
Language(s) - English
Resource type - Journals
ISSN - 1028-9763
DOI - 10.34121/1028-9763-2020-3-80-86
Subject(s) - root cause analysis , automation , computer science , service (business) , process (computing) , fault (geology) , host (biology) , the internet , fault management , root cause , network monitoring , fault detection and isolation , key (lock) , engineering , computer security , reliability engineering , computer network , artificial intelligence , world wide web , electrical engineering , mechanical engineering , ecology , actuator , economy , seismology , economics , biology , geology , operating system , alarm
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 pro-fessional 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 la-bour-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 dis-tracts 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 moni-toring 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 diag-nostics operations and fault detection, in its turn, accelerates restoration of normal operation of equipment and saves operators’ work time.