Streamlining Incident Management with Automated Ticketing

Enhancing network alarm management with a custom Kubernetes-based microservice.

Streamlining Incident Management with Automated Ticketing

Project


Automated Incident Management


Industries


Telecommunication

Technologies

Java ,  Kafka ,  Service Now ,  Kubernetes ,  Pipelines

Project Details

Business Challenge

Due to the high rate of network alarms, the existing manual process of raising tickets in Service Now had become inefficient time-consuming and prone to human error.

Transformation

A custom Kubernetes-based microservice was developed to automate the creation, management and bi-directional communication of Service Now incidents from the network alarms processing system using Kafka as the messaging platform. The microservice was deployed on AWS Elastic Kubernetes Service, and automated pipelines were created for code deployment.

Results

Automating this manual process significantly reduced the time taken to raise tickets, and reduced the number of missed incidents. This allowed the operators to focus on more important tasks, and reduced the need for manual intervention.

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Perception IT UK

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Perception IT Pakistan

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