Context-aware automated root cause analysis in managed networks

An article of manufacture including a non-transitory computer-readable medium, having stored thereon program instructions that, upon execution by a computing system, cause the computing system to perform operations comprising:

• generating a graphical representation of alert records referring to problems detected on configuration items, wherein the configuration items specify computing hardware and software hosted by the computing hardware;
• receiving data indicative of a selection of an alert of the alert records, wherein the alert refers to a configuration item associated with a problem;
• receiving representations of one or more changes, wherein the one or more changes are identified from change records as changes having been made to any of a set of related configuration items, wherein the set of related configuration items are determined by traversing configuration item relationships associated with the configuration item;
• and
• generating an update to the graphical representation including the representations of the one or more changes as probable root cause of the problem.

A system comprising:

• a memory;
• and
• one or more processors configured to:
• generate a graphical representation of alert records referring to problems detected on configuration items, wherein the configuration items specify computing hardware and software hosted by the computing hardware;
• receive data indicative of a selection of an alert of the alert records, wherein the alert refers to a configuration item associated with a problem;
• receive representations of one or more changes, wherein the one or more changes are identified from change records as changes having been made to any of a set of related configuration items, wherein the set of related configuration items are determined by traversing configuration item relationships associated with the configuration item;
• and
• generate an update to the graphical representation including the representations of the one or more changes as probable root cause of the problem.