Automated Incident Analysis
Description
The Enterprise Command Operations (ECO) Major Incident Management (MIM) team will develop an AI Agent to assist in Major Incident bridge calls. The agent will gather insights from the Major Incident bridge transcription, ServiceNow Incidents, and Observability telemetry to assist in isolating the cause of a Major Incident. The agent would reduce the Mean Time to Repair (MTTR) Major Incidents impacting Veteran care and/or benefits.
Detailed example
Documented insights identifying the probable cause of a Major Incident.
AI / analytics pattern
Agentic AI: AI systems that perform tasks or make decisions autonomously with minimal human intervention.
Automation level / stage
a) Pre-deployment – The use case is in a development or acquisition status.
Expected benefit
This agent would result in improved availability of Veteran-impacting services providing patient care and benefits. It would also significantly improve efficiency as Major Incident bridge calls tie up many system administrators in bridge calls which can be redirected to areas of greater impact.
Controls / human review
ATO: Not reported; PIA: Not published