Case Management Application for Automated Service Action Recommendations

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Solution Overview

Problem

In cloud computing environments, determining suitable actions to address service events can be difficult and time-consuming for users, as they need to search for possible actions and root causes, assess feasibility, and test actions before applying a suitable solution.

Innovation Solution

A case management application that automatically identifies similar service cases based on entered information, determines a subset of matched cases, and provides a recommended action based on performed actions associated with those cases, reducing the need for manual searching and filtering.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Measurement precision

If manual searching and filtering of service cases is performed, then users can find suitable actions, but it is time-consuming and difficult

Engineering Contradiction:

Improveaccuracy of finding suitable actionsVSAvoidtime to determine actions

Core Design Contradiction:

Measurement precisionVSLoss of time

Solution Approach 1:

The system performs automatic self-service by autonomously searching for similar service cases, filtering them based on criteria, and determining recommended actions without requiring manual user intervention. The case management application automatically processes service case information and generates actionable recommendations, eliminating the need for users to manually search and filter through numerous cases.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The manual mechanical process of searching and filtering service cases is replaced with an automated computational system. The case management application uses automated algorithms to search for similar cases, apply filtering criteria, and determine recommended actions, substituting the manual mechanical effort with an automated information processing system.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

2Productivity

If automated recommendation is implemented, then time to address service cases is reduced, but system complexity increases

Engineering Contradiction:

Improvespeed of addressing service casesVSAvoidcomplexity of case management application

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The automated recommendation system is segmented into distinct functional modules: a search module that finds similar service cases, a filtering module that applies criteria to narrow down results, and a recommendation module that determines appropriate actions. This segmentation allows the complex automated system to be structured in manageable, independent components that can be developed and maintained separately.

Inventive Principle:

Principle #1Segmentation

3Reliability

If manual assessment of action feasibility is performed, then users can evaluate options, but the process becomes tedious and slow

Engineering Contradiction:

Improvequality of action selectionVSAvoidease of determining actions

Core Design Contradiction:

ReliabilityVSEase of operation

Solution Approach 1:

The system performs preliminary actions by automatically searching for similar service cases and pre-filtering them based on established criteria before presenting recommendations to users. This preliminary processing eliminates the need for users to manually assess feasibility from scratch, as the system has already performed initial evaluation and narrowing down of options.

Inventive Principle:

Principle #10Preliminary action

Data Source

PatentUS11138530B2Action determination for case management

Publication Date: 2021.10.05 SERVICENOW INC

AI summary

The present disclosure is related to a case management application that may be utilized by a user to open a service case associated with a service event. The case management application may receive information associated with the service case and/or the user to provide a recommended action to address the service event. In some embodiments, the case management application may access a recommendation tool that includes a trend model that may be used by the case management application to determine the recommended action. A designer may be able to modify the recommendation tool and/or the trend model accessed by the case management application to adjust how the case management application determines a recommended action to provide to the user.