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Agentic AI Operations Management Centre

detect → ticket → triage (agentic RAG) → route → fix · all by itself
ai agents11
monitors2
avg mttr4m 12s
STEP 01/09
Monitoring — infrastructure and agent health continuously watched
SEV1 · WEB DOWN
L1 L2 MONITORED SURFACE WEB · PROD web-prod-01/02 HTTPS · public PPE · DEV pre-prod · staging internal · dev ESXI FARM esxi-node-a/b 25 VMs · DC SAN san-fabric-01 120 TB · FC CI/CD build · deploy pipelines NETWORK switch · rtr · fw edge + core AI AGENTS (11) OMC · L1 · L2 · SEC · +7 agentic RAG · SSH N8N SERVERS HA pair n8n-01/02 HEALTH CHK HA pair hc-01/02 SYSTEM · N8N + WATCHDOG Infrastructure monitor · HA pair n8n-01 · active n8n-02 · standby HTTP/HTTPS · polls all systems → auto-failover · creates CRM ticket SYSTEM · HEALTH CHECKER Agent monitor · HA pair hc-01 · active hc-02 · standby SSH heartbeat · 30s interval → auto-failover · creates CRM ticket ACTOR · MANUAL Manual report staff · customer · external → opens ticket directly create ticket create ticket CRM · TICKET SYSTEM Incoming ticket queue auto-assigns first-contact → OMC SD OMC SD · SERVICE DESK Operations Management Centre 1 agent · first point of contact Agentic RAG · reads knowledge base every ticket · then decides HUMAN TERMINAL Operator Console supervises all 11 agents audit · intervene · override 1 · Human operator AGENTIC RAG · KNOWLEDGE BASE (4 sources) RULES CLAUDE.md routing rules SOP Standard Ops procedures SEVERITY Matrix sev1-4 · routing DOCS Documentation systems · APIs ROUTE BY SEVERITY + TYPE sev3/4 · ops sev1/2 · direct suspicious code issue L1 INCIDENT MGR · 1 L1 IM · ops response resolve · close · re-route L2 INCIDENT MGR · 1 L2 IM · senior ops resolve · close · re-route SECURITY DEPT · 1 Security Agent resolve · close · re-route DEV TEAM · 7 CRM Mgr Sr Dev D1 D2 D3 D4 resolve · close · re-route RESOLUTION OUTCOMES (from any team · any stage) ✓ RESOLVED issue fixed · closed ◌ NON-ACTIONABLE false positive · no-op ↻ RE-ROUTED handed off to another team ⚠ ESCALATED · HUMAN LOOP out-of-policy · requires human review SEV1 INC-42871 ✓ RESOLVED
Agentic RAG · OMC SD IDLE
CLAUDE.md
SOP
Severity
Docs
Severity Matrix SLA
SEV1
Critical · outage · → L2 direct
15 min
SEV2
High · degraded · → L2 direct
1 hr
SEV3
Medium · → L1 IM
4 hr
SEV4
Low · → L1 IM
1 day
AUTO-LOOPING · 5 SCENARIOS · MONITORING → CRM → OMC SD (RAG) → ROUTE → RESOLVE