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Multi-Agent AI Frameworks for Autonomous Incident Management in IT Service Platforms

Abstract

Multi-Agent AI frameworks for autonomous lifecycle management of IT Service incidents are explored. Although considerable effort has been invested in making real-time operations more efficient, operational workloads continue to increase. Multi-Agent AI infrastructure offers a means to address the growing burden. The multi-agent AI ecosystem is composed of independent, autonomous, problem-oriented agents that collectively undertake responsibility for the lifecycle management of their area of expertise, thereby reducing the operational workload.

 

Operations Analytics, Service Telemetry and Observability, Policy, and Governance objectives are classified into a four-layer framework for incident lifecycle management. Each layer defines a collection of multi-agent AI objectives that are necessary for autonomous management of incidents across large-scale IT service operations. The objectives are expressed as a mix of high-level and granular activities. The results can guide AI-Actor development or integration into enterprise service platforms.

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