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Method for Automatically Creating Problems Based on Incidents Analysis

IP.com Disclosure Number: IPCOM000237856D
Publication Date: 2014-Jul-17
Document File: 3 page(s) / 65K

Publishing Venue

The IP.com Prior Art Database

Abstract

Disclosed is a method to create problems through a technical support service desk in a dynamic way, based on statistical analysis of incident reports stored in a database. The analysis of service desk incidents identifies priority, occurrence, and financial data that generate parameters to automatically open problems.

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Method for Automatically Creating Problems Based on Incidents Analysis

The current manual process for analyzing incidents to create problems, which may reduce the number of incidents to benefit service desk users, is slow and complex. Current service desk solutions do not have a process to automatically create problems based on incidents. An Incident does not generate a problem by a rule, but by implementing a process, which analyzes incidents and then opens preemptive problems.

The customer can take advantage of reducing operational time and cost by preventing additional investigations requests . A mechanism is needed to dynamically open problems based on incident analysis using an automatic process .

The solution is a method to create problems in a dynamic way, based on statistical analysis. The method collects data from incidents and then uses analytics of service desk incidents to automatically create/open problems. The analysis of service desk incidents identifies priority, occurrence, and financial data that generate parameters to automatically open problems , which can be revised and modified later. This approach reduces costs as well as the analysis and reporting time needed for problems found

when there are too many open incidents.

The disclosed approach is novel because it brings the Information Technology Infrastructure Library (ITIL) processes and best practices of Service Request Management to customer operations through the dynamic analysis of incidents from the Service Desk. In addition, the approach includes the automatic creation of problems through analytics, guaranteeing faster problem solution and avoiding negative business impacts.

The method comprises the Incident, the Incident Analyzer, and the Problem. The Incident has many attributes; the novel method uses some of those attributes, such as Priority, Occurrence, and Financial. Using the Incident Analyzer, the user can configure the parameters for priority, occurrence, and financial values. Based on these parameters, the process can analyze the incidents and then automatically open a problem. When a new Incident is created for which there is an existing problem, the new incident is attached to the existing problem. The Problem is generated as the result of the I...