Starting with NetBrain Integrated Edition 10.0, as part of a NetBrain services engagement, our Automation Engineers can help create intent-based automation for your network issues through comprehensive analysis of your historical ITSM incident data.
Working directly with your incident data that has been provided, our NetBrain Automation Center of Excellence will apply a variety of data mining techniques to understand your network by analyzing the available incident data across all incident categories and types. Commonalities in the established root causes, vendors and technologies in use, and manual debugging techniques used for identified devices, areas of network, technologies will all be collected and provided back to the customer in a comprehensive report.
ITSM Incident Data Requirements (General)
To get started with the incident data analysis, the NetBrain Automation Team will require the following fields from your ITSM system. The NetBrain Automation Team recommends providing at least 6-12 months of incident data to help establish clear trending within your network environment.
The fields described below may not have direct 1:1 correlations in your ITSM system. Please review the requested fields and provide those that match closely to your system. When in doubt, always provide additional data and the NetBrain Automation team can identify the most appropriate data to use.
Date/Time the ticket was opened
Type of incident
Internal priority when incident was opened
Internal SLA for resolution of this type of incident
Date/Time of incident closure or actual time open
Internal number associated with the incndent
Associated incident priority at the time of closure
Type of device(s) involved in incident
Short description / impact statement including what features and functionality of the network that is no longer operative
Source of incident creation (manual vs. monitoring system)
Root cause analysis with troubleshooting and resolution details
Engineer that owned resolution of the logged incident case
To expedite review of the incident data, please ensure that data is provided in a CSV or Excel format with descriptive column headers and no blank columns.
ITSM Incident Data Requirements (ServiceNow)
Our NetBrain Automation Center of Excellence has reviewed a number of ServiceNow equipped ITSM accounts and have identified the following fields as critical to help with the incident analysis activity.
Number, Caller, Category, Subcategory, Configuration Item, Short Description, Description, State, Impact, Urgency, Priority, Assignment Group, Assigned To, Work Notes, Resolution Information, Time Worked, Close Notes, Created, Closed
To help support discussions between NetBrain Administrators and ServiceNow Adminstrators, NetBrain has produced a simple document that describes the steps required to export the required incident data and report from ServiceNow (attached at the bottom of this KB Article).