Leveraging user-to-tool interactions to automatically analyze defects in it services delivery

A computer system comprising:

• a central processing unit (CPU);
• a memory coupled to the CPU of the computer system;
• a computer-readable, tangible storage device coupled to the CPU of the computer system, the storage device containing instructions that, when carried out by the CPU via the memory, implement a method of identifying related problem tickets in an information technology (IT) environment, the method comprising the steps of:
• the computer system extracting a plurality of historical problem tickets and receiving associations between the historical problem tickets and respective codes specifying problems in processes and systems of the IT environment;
• the computer system monitoring and storing interactions by one or more users with a computer program, the interactions causing a determination, based in part on a code included in the codes specifying a problem included in the problems, that the plurality of historical problem tickets includes a group of problem tickets which is related to the problem, the interactions comprising performing a search for keywords in content of the plurality of historical problem tickets, and performing a text analysis and a statistical analysis of the content of the plurality of historical problem tickets;
• the computer system identifying a pattern of actions within the interactions;
• the computer system determining the pattern of actions is effective at proactively preventing the problem based on a frequency at which the one or more users performed the interactions that include the pattern of actions;
• the computer system generating an executable script based on the pattern;
• based at least in part on the search for the keywords, the text analysis and the statistical analysis included in the interactions, the computer system determining a root cause of the problem;
• in response to a receipt of a new problem ticket, the computer system executing the script, which automatically performs the pattern of actions;
• and
• in response to executing the script, the computer system classifying the new problem ticket as being included in the group of problem tickets related to the problem and determining the new problem ticket specifies the problem which has the root cause, the steps of classifying and determining the new problem ticket specifies the problem being performed without a human performing any of the interactions.

A computer program product comprising:

• a computer-readable storage medium;
• and
• computer-readable program instructions stored on the computer-readable storage medium, the computer-readable program instructions, when carried out by a central processing unit (CPU) of a computer system, implement a method of identifying related problem tickets in an information technology (IT) environment, the method comprising the steps of:
• the computer system extracting a plurality of historical problem tickets and receiving associations between the historical problem tickets and respective codes specifying problems in processes and systems of the IT environment;
• the computer system monitoring and storing interactions by one or more users with a computer program, the interactions causing a determination, based in part on a code included in the codes specifying a problem included in the problems, that the plurality of historical problem tickets includes a group of problem tickets which is related to the problem, the interactions comprising performing a search for keywords in content of the plurality of historical problem tickets, and performing a text analysis and a statistical analysis of the content of the plurality of historical problem tickets;
• the computer system identifying a pattern of actions within the interactions;
• the computer system determining the pattern of actions is effective at proactively preventing the problem based on a frequency at which the one or more users performed the interactions that include the pattern of actions;
• the computer system generating an executable script based on the pattern;
• based at least in part on the search for the keywords, the text analysis and the statistical analysis included in the interactions, the computer system determining a root cause of the problem;
• in response to a receipt of a new problem ticket, the computer system executing the script, which automatically performs the pattern of actions;
• and
• in response to executing the script, the computer system classifying the new problem ticket as being included in the group of problem tickets related to the problem and determining the new problem ticket specifies the problem which has the root cause, the steps of classifying and determining the new problem ticket specifies the problem being performed without a human performing any of the interactions.