IT Incident Automation for Multi-Vendor Integration
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Solution Overview
Problem
Managing complex IT environments is challenging due to lack of integration among vendor software packages, leading to increased risk of technical issues and downtime, exacerbated by geographic and language barriers across support teams.
Innovation Solution
An automated system that shares incidents and coordinates responses across IT environment components, utilizing a master server and network to identify and execute pre-defined actions on impacted configuration items, thereby streamlining support and reducing downtime.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If multiple vendor software packages are used to manage IT environments, then functionality and versatility are improved, but integration complexity and reliability deteriorate
Solution Approach 1:
The patent merges multiple vendor software packages into a unified IT environment management system. The system integrates incident management, change management, and configuration management functionalities from different vendors into a single coordinated platform, eliminating silos and improving integration reliability while preserving the versatility of multiple software tools.
Solution Approach 2:
The patent introduces an intermediary integration layer that mediates between multiple vendor software packages. This intermediary component standardizes communication protocols and data formats, enabling seamless interaction between diverse software tools without requiring direct integration between each vendor's product, thus maintaining reliability while supporting functionality.
2Adaptability or versatility
If manual coordination across support teams is used, then adaptability to different geographic and language contexts is improved, but response time and productivity deteriorate
Solution Approach 1:
The patent implements self-service automation where the IT environment management system automatically detects incidents, identifies affected configuration items, and executes predefined actions without requiring manual coordination between support teams. The system serves itself by autonomously managing incident response workflows across different geographic locations and language contexts.
Solution Approach 2:
The patent applies preliminary action by pre-defining response actions for various incident scenarios before they occur. When an incident is detected, the system automatically executes these pre-configured actions based on the type of incident and affected configuration items, eliminating the need for manual coordination and significantly accelerating response time while maintaining geographic adaptability.
3Reliability
If comprehensive monitoring of all configuration items is implemented, then reliability and detection precision are improved, but system complexity and resource consumption increase
Solution Approach 1:
The patent applies local quality by implementing differentiated monitoring strategies for different configuration items based on their criticality and incident history. High-criticality configuration items receive continuous comprehensive monitoring, while lower-criticality items use periodic or event-triggered monitoring, reducing overall system complexity while maintaining high detection reliability for critical assets.
Solution Approach 2:
The patent uses partial action by monitoring only the specific configuration items and parameters that are relevant to detected incidents. Rather than continuously monitoring all configuration items uniformly, the system dynamically adjusts monitoring scope based on incident context, reducing resource consumption and system complexity while maintaining reliable detection of incident-affected items.
Data Source
AI summary
A determination is made whether an incident that affects one configuration item in a plurality of configuration items within an information technology environment impacts at least one event for at least one other configuration item in the plurality of configuration items. In response to determining that the incident does impact at least one event on at least one other configuration item, one or more pre-defined actions to execute on the at least one other configuration item are identified. The identified one or more pre-defined actions are executed on the at least one other configuration item.