System and method for managing service requests

A computer-implemented method for automatically executing a service request, via program instructions stored in a memory and executed by a processor, the computer-implemented method comprising:

• providing previously resolved service requests to the processor to perform a continuous training process that trains the processor to identify a configuration item and a problem type associated with a service request, the continuous training process including providing the processor with numerous sets of configuration items and problem types that correspond to diagnostic actions and resolution actions associated with the previously resolved service requests, wherein one or more pre-stored rules are determined based on the configuration items and the problem types that correspond to the diagnostic actions and the resolution actions and models are generated by employing machine learning techniques for recommending the at least one of:
• diagnostic and resolution actions corresponding to one or more pre-stored rules and are re-modelled periodically based on feedback received on identification and execution associated with the service requests at regular intervals as the continuous training process;
• after performing the training process, receiving service requests from one or more service management tools based on alerts received by the service management tools from one or more monitoring tools;
• identifying a configuration item and problem type corresponding to each of the received service requests based on training carried out using the previously resolved service requests and new actions corresponding to diagnostic and resolutions actions selected via a user interface for new configuration items and problem types;
• determining the one or more pre-stored rules associated with the identified configuration item and problem type based on attributes associated with the service request, wherein the determined pre-stored rules are fetched based on a condition associated with the service request;
• executing the service requests by using the models to recommend at least one of:
• one or more of the diagnostic actions and one or more of the resolution actions corresponding to the one or more determined pre-stored rules determined in response to performing the continuous training process, wherein a similar products algorithm is used to identify and recommend resolution actions which are relevant to the selected diagnostic action and the associated configuration item and the problem type;
• and
• performing at least one of:
• the one or more recommended diagnostic actions and the one or more recommended resolution actions by executing one or more scripts which are mapped to the diagnostic actions and the resolution actions.

A computer program product for automatically executing a service request, the computer program product comprising:

• a non-transitory computer-readable medium having computer-readable program code stored thereon, the computer-readable program code comprising instructions that when executed by a processor, cause the processor to:
• provide previously resolved service requests to the processor to perform a continuous training process that trains the processor to identify a configuration item and a problem type associated with a service request, the continuous training process including providing the processor with numerous sets of configuration items and problem types that correspond to diagnostic actions and resolution actions associated with the previously resolved service requests, wherein one or more pre-stored rules are determined based on the configuration items and the problem types that correspond to the diagnostic actions and the resolution actions and models are generated by employing machine learning techniques for recommending the at least one of:
• diagnostic and resolution actions corresponding to one or more pre-stored rules and are re-modelled periodically based on feedback received on identification and execution associated with the service requests at regular intervals as the continuous training process;
• after performing the training process, receive service requests from one or more service management tools based on alerts received by the service management tools from one or more monitoring tools;
• identify a configuration item and problem type corresponding to each of the received service requests based on training carried out using the previously resolved service requests and new actions corresponding to diagnostic and resolutions actions selected via a user interface for new configuration items and problem types;
• determine the one or more pre-stored rules associated with the identified configuration item and problem type based on attributes associated with the service request, wherein the determined pre-stored rules are fetched based on a condition associated with the service request;
• execute the service requests by using the models to recommend at least one of:
• one or more of the diagnostic actions and one or more of the resolution actions corresponding to the one or more determined pre-stored rules determined in response to performing the continuous training process, wherein a similar products algorithm is used to identify and recommend resolution actions which are relevant to the selected diagnostic action and the associated configuration item and the problem type;
• and
• perform at least one of:
• the one or more recommended diagnostic actions and the one or more recommended resolution actions by executing one or more scripts which are mapped to the diagnostic actions and the resolution actions.