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Stream/Area:
-
Subject:
-
Paper ID:
IJSREM63211
Volume:
10 |
5 |
May 2026
Pages:
1-5
Publication Frequency:
Monthly (12 issues per year)
License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.
MBA in Business Analytics
Zeal Institute of Business Administration, Computer Application & Research (ZIBACAR), Pune
MBA in Business Analytics
Zeal Institute of Business Administration, Computer Application & Research (ZIBACAR), Pune
Modern IT Operations teams work in complex environments such as hybrid cloud, distributed architectures, and dependency-heavy services. Incidents can disrupt service reliability, customer experience, and SLA performance. To address recurring incidents, alert overload, and long resolution times, organizations are turning to Incident Analytics (trend analysis, correlation, RCA insights) and Automation (runbooks, orchestration, auto-remediation). This study evaluates IT practitioners’ views on incident analytics and automation in improving IT operations performance in the Pune region. A structured questionnaire with 15 Likert-scale statements was used. Responses from 100 IT professionals were analyzed using frequency, percentage distribution, and construct-level interpretation. Results show a strong positive view of automation's role in reducing manual effort and human error. There is also strong agreement on the combined effect of analytics and automation in boosting efficiency. Moderate agreement was found for reducing alert fatigue, supporting incident decisions, and improving SLA/KPI adherence. This suggests that factors like maturity, governance, and dependencies affect the outcomes. The study concludes that incident analytics and automation are valuable for better operational performance. It recommends a phased adoption roadmap, starting with data foundations, focused automation cases, governance controls, and continuous improvement.
KEYWORDS
The study concludes that incident analytics and automation are perceived as valuable enablers for improving IT operations performance. Incident analytics strengthens operational visibility by helping identify recurring issues, improving RCA accuracy, supporting prioritization, and contributing to service availability. Automation reduces manual effort, improves response consistency, minimizes human errors, and accelerates restoration. The combined use of analytics and automation shows the strongest perceived impact, especially on operational efficiency and service outcomes. However, metrics such as SLA/KPI adherence may require additional enablers, including governance, dependency reduction, accurate CI ownership, and process maturity.
· Ghazizadeh, E., Jeong, M., Angel, J. P., & Que, Y. (2019). IT service management and incident management: Literature review and a case study. ACIS Proceedings, AIS eLibrary. · Remil, Y., Bendimerad, A., Mathonat, R., & Kaytoue, M. (2023). AIOps solutions for incident management: Technical guidelines and a comprehensive literature review. arXiv preprint. · Polisetty, S. M. (2022). Resolving incidents and alerts in AIOps with predictive analytics. IJSRCSEIT, 8(5), 375–387. · Sekar, A. (2025). AIOps: Transforming management of large-scale distributed systems. European Journal of Computer Science and IT, 13(5), 1–17. · Axelos. (2019). ITIL Foundation: ITIL 4 Edition. The Stationery Office.
Publication Date
5/14/2026
Peer Review Type
Double-Blind Peer Review
Review Rounds: 2
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Conflict of Interest
The authors declare no conflict of interest related to this research work.
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