DESC:METHOD AND SYSTEM FOR MAKING AUTOMATION DECISIONS WITH DETERMINISTIC AND NON-DETERMINISTIC INCIDENT FLOW INFORMATION ,CLAIMS:1. A method for making automation decisions in Information Technology (IT) incident resolution process, said method comprising processor implemented steps of:
a. implementing automated incident resolution, wherein a granular level data associated with the incident is available, when a cost for manual resolution of the incident is determined to be greater than the cost for automated resolution of the incident; and
b. implementing automated incident resolution, wherein a granular level data associated with the incident is unavailable, wherein automated incident resolution is implemented when a value of benefit is determined to be greater than zero wherein benefit is calculated by adding difference between fixed cost of automation and manual processes and difference in variable cost of automation and manual processes and subtracting said cost of configuration of individual incident-bucket for automated processes;

2. The method as claimed in claim 1, wherein performing said implementation of automated incident resolution when the granular level data associated with the incident is available requires expected incident inflow data for every incident-bucket over the lifetime of engagement.

3. The method as claimed in claim 1, wherein cost of configuration of individual incident-bucket for automated processes is summation of automation costs of various incident-buckets.

4. The method as claimed in claim 1, wherein difference in variable cost of automation and manual processes is calculated by capturing and representing dispersion in incident distribution.

5. The method as claimed in claim 4, capturing and representing dispersion in incident distribution is performed by using Gini coefficient.

6. The method as claimed in claim 5, estimation of said Gini coefficient is performed by using bootstrapping techniques.

7. A system (200) for making automation decisions in Information Technology (IT) incident resolution process; comprising a memory, a processor coupled to said memory comprising thereon instructions, which when implemented, configure said system (200) to:

a. implement automated incident resolution, wherein a granular level data associated with the incident is available, when a cost for manual resolution of the incident is determined to be greater than the cost for automated resolution of the incident; and
b. implement automated incident resolution, wherein a granular level data associated with the incident is unavailable, wherein automated incident resolution is implemented when a value of benefit is determined to be greater than zero wherein benefit is calculated by adding difference between fixed cost of automation and manual processes and difference in variable cost of automation and manual processes and subtracting said cost of configuration of individual incident bucket for automated processes;