Hub System Integrating Spoke Work Requests for IT Support
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Solution Overview
Problem
Existing support systems are limited by their infrastructure and technology, leading to unneeded segmentation of support staff and compliance issues with different data privacy laws across countries, making complete data replication or federation of trouble support databases not viable.
Innovation Solution
A centralized Hub and remote Spoke system integration that allows support engineers to dynamically adapt to various environments and technologies, enabling prioritization and assignment of tasks while ensuring data compliance through subset information transmission and secure access.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If complete data replication or federation of trouble support databases is implemented, then support efficiency is improved, but data privacy law compliance deteriorates
Solution Approach 1:
The patent extracts only the necessary subset of data elements from complete data records that are needed for support purposes. Instead of replicating entire databases, the system identifies and transmits only specific data elements required for troubleshooting, thereby maintaining support efficiency while reducing data privacy risks associated with complete data replication.
Solution Approach 2:
The patent segments data into different levels of detail and sensitivity. It separates data elements that are necessary for support functions from those that are not, allowing selective transmission of only the necessary portions. This segmentation enables efficient support operations while complying with data privacy requirements by not transmitting unnecessary sensitive information.
2Reliability
If support staff are confined to particular support capabilities or environments, then data security is improved, but support versatility deteriorates
Solution Approach 1:
The patent creates a universal support platform that can handle multiple different technologies, environments, and data formats through a common interface. The hub system can access and process data from various spoke systems representing different technologies and environments, enabling support staff to work across diverse platforms without compromising data security, thus achieving both versatility and security.
Solution Approach 2:
The patent introduces a hub system as an intermediary between support staff and multiple spoke systems. This intermediary layer allows support personnel to access various environments and technologies without directly compromising the security of individual systems. The hub mediates data access and transmission, maintaining security boundaries while enabling versatile support capabilities.
3Ease of operation
If centralized data storage is implemented for efficient support, then support coordination is improved, but data privacy compliance deteriorates
Solution Approach 1:
The patent extracts only the essential data elements needed for support coordination from complete data records. The hub system maintains a streamlined version of data that includes only what is necessary for coordination purposes, eliminating unnecessary sensitive information that would create privacy compliance issues while still enabling effective support coordination.
Solution Approach 2:
The patent applies partial action by storing and transmitting only a subset of data that is sufficient for support coordination rather than complete data sets. This partial data storage approach provides the coordination benefits of centralized storage while avoiding the privacy compliance problems associated with storing excessive or unnecessary data.
Data Source
AI summary
Disclosed are methods and systems to automatically integrate work requests from multiple Spoke systems at a centralized Hub system. In one embodiment, a Hub system receives a portion of a work request from a problem tracking system executing in the region (e.g., geographic area or network subnet) of an associated Spoke system. The request comprises enough information for the Hub system to prioritize this work request against other work requests already received from this same Spoke system, other Spoke systems in the same region, or even other Spoke systems from other regions. A Hub user can then be presented with an integrated work queue of requests to service after they have been properly prioritized. The Hub user may be supporting multiple clients in an outsourcing style Information Technology (IT) support model or a call center model. Supported clients can execute on different data center platforms, at the same time.