AI Incident Management

Adobe used AI to find recurring IT incident patterns and trigger automatic fixes in its internal ticketing process.

Business impact

• Recovery time — Adobe’s CIO reported a recovery-time comparison after introducing the self-healing approach.

Data requirements

• IT incident tickets (text) — The system uses ticket content to find recurring patterns and fixes.

AI methods and techniques

• Pattern recognition — It identifies recurring incident patterns in the internal ticketing data.
• Automated remediation — It triggers self-healing actions to fix certain operational issues without manual intervention.

Industries

Real-world evidence

1 documented case study on record.

Companies using this: Adobe.