Security News > 2023 > November > Generative AI is shaping future incident management processes

Research points to generative AI as a means to resolve the incident management paradox with 84.5% who either believe AI can significantly streamline their incident management processes and improve overall efficiency or are excited about the opportunities AI presents for automating certain aspects of incident management.

"Traditional, rule-based automation tools are no longer sufficient for the demands of modern operations teams. Despite robust incident management processes within numerous organizations, the relentless surge in service incidents - with its consequential impact on customers and financial ramifications - mandates a transformative approach. The path forward lies in harnessing innovative solutions like generative AI, augmented by automation and guided by human judgment, to not only expedite incident resolution but also proactively detect and preempt potential issues before they escalate."

33.3% of respondents cited only 11-25% of their incident management tasks or workflows are automated, showcasing an opportunity for more automation in organizations' incident management processes.

Findings illuminate a clear path forward for the incident response lifecycle, emphasizing the need for a SaaS tool or platform that seamlessly integrates all of the incident management tools organizations use, leverages human data insights, and harnesses generative AI to bolster operational efficiency and decision-making.

Integrating generative AI capabilities into incident management tools or platforms was found by 89.8% as a way to decrease the time it takes to create new automations, freeing time for other high-value work.

Lamas concluded, "In light of the evolving demands placed on modern ops teams, it becomes evident that what these teams require is an adaptive, LLM-based automation and incident management solution. This unified, intelligent approach goes beyond streamlining processes; it empowers teams to leverage automation and AI to enhance their organization's incident management processes and develop more efficient automated workflows. By ensuring that humans remain actively engaged in the process, this approach becomes increasingly vital for seamless incident resolution and a reduction in MTTR. Ultimately, it enables teams to concentrate their efforts on what truly matters - delivering efficient and effective solutions to complex problems."

News URL

https://www.helpnetsecurity.com/2023/11/15/incident-management-process-automation/