Diagnostics & Remediation Functional Component

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Figure 1. Diagnostics & Remediation Functional Component Model

Purpose

Through the use of manual and automated Runbooks, the Diagnostics & Remediation functional component provides diagnostics information and/or remediation steps to shorten the Mean Time To Repair (MTTR). During the Event lifecycle, some categories of Events can serve as initiators of alerts and/or Incidents and also for diagnostics and remediation activities. Machine Learning (ML) and Artifical Intelligence (AI) can be utilized in this function to automate the diagnosis and remediation of Events. Runbooks help to streamline diagnosis and remediation for service functions by applying knowledge solutions to service anomalies.

The Diagnostics & Remediation functional component supports the value streams:

Functional Criteria

The Diagnostics & Remediation functional component:

  • Shall be the system of record for all Runbooks

  • Shall manage the Runbook lifecycle

  • May allow an Event to trigger a Runbook for diagnostics or remediation purposes

  • May allow an Incident to trigger a Runbook for diagnostics or remediation purposes

  • May allow a Problem to trigger a Runbook for diagnostics or remediation purposes