Escalation Tracking Platform for IT Service Management
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Solution Overview
Problem
Current IT service management systems are limited in managing escalations, supporting only a few escalation groups, logging minimal information, and lacking real-time tracking capabilities, which hampers the ability to monitor and manage on-call scheduling effectively, especially across different time zones and countries.
Innovation Solution
A remote network management platform provides live tracking of escalations through a user interface, allowing IT managers to monitor the progress of calls in real-time, customize contact channels and attempts for agents or groups, and store detailed log data for performance analysis, enabling better management of on-call scheduling and escalation processes.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If real-time tracking and detailed logging of escalations is implemented, then the ability to monitor and manage on-call scheduling is improved, but the system complexity and resource requirements increase
Solution Approach 1:
The patent introduces a remote network management platform as an intermediary system that mediates between users, agents, devices, and systems. This platform provides the real-time tracking and detailed logging capabilities without requiring direct modifications to existing escalation systems, thereby improving monitoring capability while managing system complexity through a centralized intermediary layer.
2Loss of information
If the number of escalation groups and tracking details is increased, then the completeness of escalation management is improved, but the information processing load and storage requirements increase
Solution Approach 1:
The patent extracts and separates the tracking and logging functions into a dedicated remote network management platform. This allows detailed escalation information to be captured and stored without burdening the core escalation systems, enabling complete information tracking while managing data volume through specialized data handling infrastructure.
Solution Approach 2:
The system performs preliminary actions by pre-defining escalation paths, contact information, and tracking parameters before escalations occur. This allows the system to handle large volumes of escalation data efficiently by having templates and structures ready in advance, reducing the processing load during actual escalation events.
3Loss of time
If real-time monitoring capabilities are added to track escalation progress, then the responsiveness to escalation failures is improved, but the system resource consumption increases
Solution Approach 1:
The patent implements feedback mechanisms where the remote network management platform continuously monitors escalation progress and provides real-time updates to IT managers. This feedback loop enables rapid detection of escalation failures and timely interventions, reducing response time while optimizing resource consumption through event-driven updates rather than continuous polling.
Data Source
AI summary
An embodiment may involve persistent storage containing a representation of an escalation path including an ordering of groups, wherein the groups each represent agents and include maximum numbers of contact attempts, maximum times to wait after the contact attempts, and channels for each of the contact attempts. The embodiment may also involve processors configured to: (i) receive an indication that an event has occurred; (ii) perform attempts to contact the agents in the groups; (iii) receive a request for live tracking of the attempts; (iv) generate a representation of a graphical user interface that identifies: a current agent for which contact is being attempted, a number of attempts made to contact the current agent, and a time at which either a subsequent attempt or an escalation to a subsequent group is to be made; and (v) provide the representation of the graphical user interface.