Artificial intelligence and machine learning based incident management

1. An artificial intelligence and machine learning based incident management apparatus comprising:

an incident data receiver, executed by at least one hardware processor, to

ascertain, for a specified time duration, incident data related to a plurality of incidents associated with organizational operations of an organization;

an incident data preprocessor, executed by the at least one hardware processor, to

preprocess the incident data to remove specified features of the incident data;

an incident data analyzer, executed by the at least one hardware processor, to

analyze the preprocessed incident data to determine the organization associated with the preprocessed incident data;

a classification model generator, executed by the at least one hardware processor, to

separate the analyzed preprocessed incident data into a first part that is to be used to train a machine learning classification model, and a second part that is to be used to test the trained machine learning classification model,

train, based on the analyzed preprocessed incident data from the first part, the machine learning classification model, and

test, based on the analyzed preprocessed incident data from the second part, the trained machine learning classification model by

determining, for the trained machine learning classification model, a precision score, and

based on a determination that the precision score is less than a specified precision score threshold, iteratively training the machine learning model until the precision score is greater than or equal to the specified precision score threshold;

a corpus generator, executed by the at least one hardware processor, to

generate, based on mapping of the organizational operations of the organization to associated organizational key performance indicators, a corpus, and

for each incident of the plurality of incidents, determine, based on the corpus, an organizational key performance indicator that is impacted by the incident;

an output generator, executed by the at least one hardware processor, to

ascertain, for another specified time duration, new incident data related to a further plurality of incidents associated with further organizational operations of the organization,

determine, specified organizational key performance indicators associated with the further organizational operations of the organization, and

determine, based on the corpus and the trained machine learning classification model, and from the further organizational operations of the organization, an output that includes an organizational operation impacted by an incident of the further plurality of incidents associated with the further organizational operations of the organization, and a specified organizational key performance indicator, from the specified organization key performance indicators, associated with the organizational operation; and

an organizational operation controller, executed by the at least one hardware processor, to

control, based on the output, an operation of a hardware system associated with the identified organization.

2. The apparatus according to claim 1 , wherein the specified time duration is different from the another specified time duration.

3. The apparatus according to claim 1 , wherein the incident data preprocessor is executed by the at least one hardware processor to preprocess the incident data to remove the specified features of the incident data by:

removing the specified features that include at least one of specified characters, specified words, or specified phrases.

4. The apparatus according to claim 1 , wherein the incident data preprocessor is executed by the at least one hardware processor to:

classify, based on a quality of the incident data, the incident data as mature or naïve; and

based on the naïve classification of the incident data, utilize deep learning to extract features from the incident data.

5. The apparatus according to claim 1 , wherein the corpus generator is executed by the at least one hardware processor to generate, based on mapping of the organizational operations of the organization to associated organizational key performance indicators, the corpus by:

utilizing an ontology to map relationships between the organizational operations of the organization and the associated organizational key performance indicators; and

generating, based on the mapping of the organizational operations of the organization to the associated organizational key performance indicators, the corpus.

6. The apparatus according to claim 1 , wherein the output generator is executed by the at least one hardware processor to:

determine a priority of each incident of the further plurality of incidents; and

modify, based on the determined priority of each incident of the further plurality of incidents, the priority of the incident corresponding to the impacted organizational operation.

7. The apparatus according to claim 6 , wherein the output generator is executed by the at least one hardware processor to modify, based on the determined priority of each incident of the further plurality of incidents, the priority of the incident corresponding to the impacted organizational operation by:

increasing the priority of the incident corresponding to the impacted organizational operation.

8. A method for artificial intelligence and machine learning based incident management, the method comprising:

ascertaining, by at least one hardware processor and for a specified time duration, incident data related to a plurality of incidents associated with organizational operations of an organization;

preprocessing, by the at least one hardware processor, the incident data to remove specified features of the incident data;

analyzing, by the at least one hardware processor, the preprocessed incident data to determine the organization associated with the preprocessed incident data;

separating, by the at least one hardware processor, the analyzed preprocessed incident data into a first part that is to be used to train a machine learning classification model, and a second part that is to be used to test the trained machine learning classification model;

training, by the at least one hardware processor and based on the analyzed preprocessed incident data from the first part, the machine learning classification model;

testing, by the at least one hardware processor and based on the analyzed preprocessed incident data from the second part, the trained machine learning classification model by

determining, for the trained machine learning classification model, a precision score, and

based on a determination that the precision score is less than a specified precision score threshold, iteratively training the machine learning model until the precision score is greater than or equal to the specified precision score threshold;

ascertaining, by the at least one hardware processor, for another specified time duration, new incident data related to a further plurality of incidents associated with further organizational operations of the organization;

determining, by the at least one hardware processor, specified organizational key performance indicators associated with the further organizational operations of the organization;

determining, by the at least one hardware processor, based on the trained machine learning classification model, and from the further organizational operations of the organization, an output that includes a specified organizational key performance indicator, from the specified organization key performance indicators, impacted by an incident of the further plurality of incidents; and

controlling, by the at least one hardware processor and based on the output, an operation of a hardware system associated with the identified organization.

9. The method according to claim 8 , wherein the specified time duration is different from the another specified time duration.

10. The method according to claim 8 , wherein preprocessing, by the at least one hardware processor, the incident data to remove the specified features of the incident data further comprises:

removing the specified features that include at least one of specified characters, specified words, or specified phrases.

11. The method according to claim 8 , further comprising:

classifying, by the at least one hardware processor and based on a quality of the incident data, the incident data as mature or naïve; and

based on the naïve classification of the incident data, utilizing, by the at least one hardware processor, deep learning to extract features from the incident data.

12. The method according to claim 8 , further comprising:

determining, by the at least one hardware processor, a priority of each incident of the further plurality of incidents; and

modifying, by the at least one hardware processor and based on the determined priority of each incident of the further plurality of incidents, the priority of the incident corresponding to the impacted specified organizational key performance indicator.

13. The method according to claim 12 , wherein modifying, by the at least one hardware processor and based on the determined priority of each incident of the further plurality of incidents, the priority of the incident corresponding to the impacted specified organizational key performance indicator further comprises:

increasing the priority of the incident corresponding to the impacted specified organizational key performance indicator.

14. A non-transitory computer readable medium having stored thereon machine readable instructions, the machine readable instructions, when executed by at least one hardware processor, cause the at least one hardware processor to:

ascertain, for a specified time duration, incident data related to a plurality of incidents associated with organizational operations of an organization;

preprocess the incident data to remove specified features of the incident data;

analyze the preprocessed incident data to determine the organization associated with the preprocessed incident data;

separate the analyzed preprocessed incident data into a first part that is to be used to train a machine learning classification model, and a second part that is to be used to test the trained machine learning classification model;

train, based on the analyzed preprocessed incident data from the first part, the machine learning classification model;

test, based on the analyzed preprocessed incident data from the second part, the trained machine learning classification model by

determining, for the trained machine learning classification model, a precision score, and

based on a determination that the precision score is less than a specified precision score threshold, iteratively training the machine learning model until the precision score is greater than or equal to the specified precision score threshold;

generate, based on mapping of the organizational operations of the organization to associated organizational key performance indicators, a corpus;

for each incident of the plurality of incidents, determine, based on the corpus, an organizational key performance indicator that is impacted by the incident;

ascertain, for another specified time duration, new incident data related to a further plurality of incidents associated with further organizational operations of the organization or another organization;

determine, specified organizational key performance indicators associated with the further organizational operations of the organization or the another organization;

determine, based on the corpus and the trained machine learning classification model, and from the further organizational operations of the organization or the another organization, an output that includes:

an organizational operation impacted by an incident of the further plurality of incidents associated with the further organizational operations of the organization or the another organization, and a specified organizational key performance indicator, from the specified organization key performance indicators, associated with the organizational operation; or

the specified organizational key performance indicator, from the specified organization key performance indicators impacted by the incident of the further plurality of incidents; and

control, based on the output, an operation of a hardware system associated with the identified organization or the another organization.

15. The non-transitory computer readable medium according to claim 14 , wherein the machine readable instructions, when executed by the at least one hardware processor, further cause the at least one hardware processor to:

classify, based on a quality of the incident data ascertained for the specified time duration, the incident data as mature or naïve; and

based on the naïve classification of the incident data, utilize deep learning to extract features from the incident data.

16. The non-transitory computer readable medium according to claim 14 , wherein the machine readable instructions, when executed by the at least one hardware processor, further cause the at least one hardware processor to:

determine a priority of each incident of the further plurality of incidents; and

modify, based on the determined priority of each incident of the further plurality of incidents, the priority of the incident corresponding to the impacted organizational operation or the impacted specified organizational key performance indicator.

17. The non-transitory computer readable medium according to claim 16 , wherein the machine readable instructions to modify, based on the determined priority of each incident of the further plurality of incidents, the priority of the incident corresponding to the impacted organizational operation or the impacted specified organizational key performance indicator, when executed by the at least one hardware processor, further cause the at least one hardware processor to:

increase the priority of the incident corresponding to the impacted organizational operation or the impacted specified organizational key performance indicator.

18. The non-transitory computer readable medium according to claim 14 , wherein the machine readable instructions to generate, based on mapping of the organizational operations of the organization to associated organizational key performance indicators, the corpus, when executed by the at least one hardware processor, further cause the at least one hardware processor to:

utilize an ontology to map relationships between the organizational operations of the organization and the associated organizational key performance indicators; and

generate, based on the mapping of the organizational operations of the organization to the associated organizational key performance indicators, the corpus.