Adeo’s AI Experimentation: Empowering Incident Managers

In the current landscape where artificial intelligence is becoming increasingly prevalent, and its impact on our professions is inevitable, Adeo stands out for its commitment to exploring new initiatives. Today, we want to share with you one of our latest experiments aimed at enhancing the role of the incident manager within our organization.

When a major incident occurs, the incident manager steps in to coordinate crisis management, ensure communication with clients, and orchestrate expert actions. At the core of this mission, a crucial tool comes to light: the “conductor.” Collaborative by nature, this document, fueled by the incident manager and experts, compiles all actions taken, explored avenues, diagnostic results, forming an exhaustive but often cluttered base.

Once the incident is resolved, the incident manager faces the challenge of synthesizing and organizing this conductor for the Post-Incident Review. This stage leads to the drafting of two post-mortems:

• a technical post-mortem detailing technical aspects and associated action plans,
• and a public post-mortem that synthesizes all information to make it accessible to a broader, non-expert audience.

At Adeo, while recognizing the invaluable value of human expertise, we have chosen to enhance our teams’ capacity with AI tools, notably Google’s Gemini Pro in a private environment. In preparing the PIR, the incident manager uses AI to synthesize and rearrange the timeline from the conductor. While the result is not magical, it is reliable at 90%, resulting in an average time savings of one hour per PIR.

Once the PIR is completed, and the technical post-mortem is written, the incident manager reuses AI to generate public post-mortems using a shared template across organisation. This approach offers two key advantages:

• firstly, AI standardizes the output, ensuring consistency regardless of the incident manager’s seniority.
• Secondly, AI produces satisfactory results at over 95%.

While some review and adjustments are necessary, the incident manager gains an average of 1.5 hours per post-mortem.

Currently in its experimental stages, our solution shows promising results.

#AI #IncidentManagement #TechnologyInnovation