UST SmartOps SmartResolution - Agentic AI Auto-Remediation

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## How It Works: The Six-Stage Loop

• **Observe:** SmartOps Pulse monitors your Kubernetes clusters and cloud infrastructure for anomalies.
• **Parse:** A detected anomaly is structured into an AIOps alert.
• **Ticket:** A ticket is opened and bidirectionally synced to your ITSM platform.
• **Analyze:** The Prompt Agent extracts intent; the Supervisor Agent orchestrates the Knowledge Base Agent (tree-structured RAG retrieval) to match the issue against known SOPs and score confidence.
• **Act or Escalate:** When confidence exceeds your configured threshold, the Tool Calling Agent executes remediation via the Action Dispatcher and auto-closes the ticket. When confidence falls short, the Reviewer Agent routes the case to a human approver with full context.
• **Log:** Every decision - automated or human-approved - is recorded for audit.

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## Key Features

• Supervisor Agent orchestration across specialist agents (Prompt, Knowledge Base, Reviewer, Tool Calling)
• Tree-structured knowledge base with RAG-based SOP matching
• Configurable confidence threshold gating automation vs. human-in-the-loop (HITL)
• Durable, ordered async queue (Action Dispatcher) for reliable execution
• Native bidirectional sync with ITSM and AIOps ticketing
• Full audit trail of every agent decision and human approval

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## Key Benefits

• **Eliminates manual remediation** for recurring issues, freeing SRE and ops teams
• **Cuts mean time to resolution (MTTR)** by removing human wait-time from the resolution path
• **Keeps humans in control** of genuinely uncertain or high-risk incidents
• **Consistent, repeatable resolution** with no tribal-knowledge dependency
• **Scales incident response** without adding operations headcount

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## Use Cases

• **Kubernetes auto-remediation:** Pod OOMKill detected, memory limit patched, deployment rolled, ticket closed - all without human intervention across clusters running hundreds of microservices on Amazon EKS.
• **Access-restoration workflows:** Password resets and permission grants executed with full audit trail, integrated with your identity provider.
• **Recurring service issues:** Documented SOPs applied automatically for known failure patterns (disk pressure, certificate expiry, scaling events).
• **Intelligent escalation:** Only genuinely ambiguous or high-risk cases reach human reviewers, with complete context attached.

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## Engagement Overview

**Phase 1 - Discovery and Scoping (Weeks 1-2):** Environment assessment, ITSM integration mapping, identification of high-frequency incident categories suitable for automation.

**Phase 2 - Configuration and Pilot (Weeks 3-6):** Knowledge base population with your SOPs, confidence-threshold tuning, Action Dispatcher integration, pilot deployment on a subset of workloads.

**Phase 3 - Production Rollout (Weeks 7-10):** Full deployment, HITL workflow activation, team training, and handoff of configured system.

**Deliverables:** Configured knowledge base, integrated ITSM sync, tuned confidence thresholds, runbook library, and operational documentation.

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## Prerequisites

• Kubernetes clusters (Amazon EKS recommended) or AWS cloud infrastructure
• Compatible ITSM platform (ServiceNow, Jira Service Management, or equivalent)
• Existing SOPs or runbooks for target incident categories
• Designated SRE or platform engineering liaison for the engagement

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## AWS Integration

SmartResolution is built to operate natively within AWS environments, leveraging Amazon EKS, AWS Lambda, Amazon Bedrock for foundation model inference, and Amazon CloudWatch for observability signals.

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## Next Step

Contact UST through AWS Marketplace Messaging to schedule a 30-minute discovery call and scope a pilot for your environment.