Dynamic Problem Definition in IT Incident Management
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Solution Overview
Problem
Current incident management tools are limited in allowing dynamic definition and refinement of problem statements during IT critical situations, failing to incorporate diverse subject matter experts and resolve conflicting problem statements across multiple communication channels.
Innovation Solution
A method and system that dynamically updates problem definitions by identifying relevant subject matter experts, initiating collaboration channels, and achieving consensus through social collaboration, allowing for real-time refinement and conflict resolution within cloud computing environments.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If current incident management tools are used to define problem statements, then the process is simple and quick, but the problem definition cannot be dynamically updated and refined during IT critical situations
Solution Approach 1:
The system enables dynamic problem definition by allowing problem statements to be continuously updated and refined during IT critical situations. Multiple users can propose updates to problem definitions, and these updates are tracked and resolved through automated workflows, transforming a static definition process into a dynamic one that adapts to evolving situation understanding.
Solution Approach 2:
The platform serves multiple functions within incident management: initial problem definition, dynamic updates, expert identification, conflict resolution, and consensus building. This multi-functional system replaces multiple separate tools and processes with a unified platform that handles the entire problem definition lifecycle.
2Reliability
If diverse subject matter experts are incorporated into problem definition, then the comprehensiveness of the solution improves, but the complexity of coordinating multiple experts across communication channels increases
Solution Approach 1:
The system acts as an intermediary platform that connects diverse subject matter experts across multiple communication channels. It automatically identifies relevant experts based on the problem definition, initiates appropriate collaboration channels, and manages the coordination of their contributions, eliminating the need for manual coordination complexity.
Solution Approach 2:
The platform implements feedback mechanisms where problem definitions are continuously refined based on input from subject matter experts. Updates proposed by experts are tracked, reviewed, and resolved through automated workflows that provide feedback to all participants, enabling coordinated improvement without increasing management complexity.
3Adaptability or versatility
If multiple communication channels are used for expert collaboration, then the accessibility and diversity of expertise improve, but the ability to resolve conflicting problem statements decreases
Solution Approach 1:
The system merges multiple communication channels and expert contributions into a unified problem definition process. It consolidates inputs from various channels, tracks conflicting statements, and applies automated resolution workflows that synthesize diverse perspectives into coherent problem definitions, maintaining accessibility while improving resolution capability.
Solution Approach 2:
The platform implements structured feedback loops where conflicting problem statements are identified, routed to appropriate experts for resolution, and tracked until consensus is reached. This feedback mechanism ensures that conflicts from multiple communication channels are systematically resolved rather than lost.
4Speed
If real-time updates to problem definitions are enabled, then the responsiveness to changing situations improves, but the difficulty of maintaining consensus among experts increases
Solution Approach 1:
The system performs preliminary actions by pre-defining resolution workflows, expert identification criteria, and communication channel protocols before conflicts arise. When real-time updates occur, these pre-established frameworks automatically guide the consensus process, enabling rapid response without increasing the complexity of managing expert agreement.
Data Source
AI summary
In an approach for providing a dynamic definition of a problem statement during an IT critical situation with an associated conflict resolution, a processor receives an initial problem definition. A processor identifies related social collaboration channels associated with the initial problem definition. A processor updates users within the related social collaboration channels. A processor determines there is at least one problem update from the related social collaboration channels. A processor identifies a set of subject matter experts who are relevant to the initial problem definition. A processor initiates a different social collaboration channel for the set of subject matter experts. A processor determines a consensus to a solution to the initial problem definition is gained by the set of subject matter experts. A processor updates the initial problem definition to include the solution.