Incident Response and Resolution Tool
Project Overview: This Incident Response and Resolution Tool project focuses on improving the efficiency of incident management within organizations by automating and prioritizing incidents. Using a structured, data-driven approach, the tool aims to optimize incident response times, reduce downtime, and increase overall operational efficiency.
Problem Statement: In large organizations, incident management is crucial for ensuring service reliability and customer satisfaction. However, as the volume of incidents grows, it becomes increasingly difficult for response teams to prioritize which incidents to address first. Without a systematic approach to prioritization, high-impact incidents may be overlooked, leading to prolonged downtimes, customer dissatisfaction, and revenue loss. This tool addresses this challenge by automating the incident classification and prioritization process.
Project Objectives:
- Develop a Prioritization Scoring System: The tool assigns a numerical score to each incident based on various factors such as incident age, urgency, reassignments, and reopenings.
- Automate Incident Ranking: Using the prioritization scoring system, incidents are ranked from most to least critical, enabling response teams to focus on high-priority incidents.
- Improve Incident Management Efficiency: By providing a streamlined, data-driven approach, the tool reduces response times and optimizes resource allocation.
Dataset: The project uses an incident event log dataset that includes:
- Incident Data: Incident IDs, creation timestamps, affected systems, severity, and assigned teams.
- Resolution Data: The time taken for resolution and incident status upon closure.
- Performance Metrics: Data like incident frequency, time-to-resolution, and recurring incidents, providing valuable insights for improving incident management processes.
Data Preparation: TThe dataset is preprocessed using the following steps:
- Loading incident data from CSV files.
- Handling missing data, if any, and ensuring data consistency.
- Feature engineering to create relevant metrics like response time and urgency scores.
Problem Solved: This tool provides a solution to inefficient incident management by automating the categorization, prioritization, and assignment processes. It ensures faster response times, better resource allocation, and actionable insights into recurring issues, ultimately reducing downtime and increasing system reliability.