IT Operations Resolution System Using Knowledge Bank
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Solution Overview
Problem
Existing IT operations management systems face challenges in efficiently resolving IT issues in a timely manner, often leading to suboptimal resource allocation and prolonged turnaround times.
Innovation Solution
A computer-implemented method and system that receives IT operations requests, collects relevant information from a knowledge bank, determines the most suitable resolution resource based on availability and expertise, and schedules the solution to expedite the resolution process.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional IT operations management systems are used to resolve IT issues, then resource allocation can be performed, but turnaround times are prolonged and resource utilization is suboptimal
Solution Approach 1:
The system performs preliminary actions by proactively identifying potential IT issues before they occur through pattern recognition analysis of historical data and current system states. This allows the system to prepare resolution resources in advance and initiate troubleshooting processes before actual incidents impact operations, thereby reducing turnaround time.
Solution Approach 2:
The patent replaces manual, mechanical resource allocation processes with an automated intelligent system that uses machine learning models, pattern recognition, and real-time data analysis. This substitution enables dynamic, data-driven assignment of resolution resources to IT issues, eliminating delays associated with manual assessment and allocation while optimizing resource utilization.
2Ease of operation
If manual resource allocation methods are used, then resource assignment can be performed, but resource utilization becomes suboptimal
Solution Approach 1:
The system implements continuous feedback loops that monitor resolution resource performance, IT issue characteristics, and outcome data. This feedback is fed back into the pattern recognition models to continuously refine resource allocation decisions. The feedback mechanism ensures that resource assignment becomes increasingly optimized over time, improving both ease of operation and resource utilization simultaneously.
Solution Approach 2:
The patent dynamically adjusts allocation parameters such as resource skill matching thresholds, priority weights for different IT issue types, and resource capacity factors based on real-time conditions and historical performance data. These parameter changes enable the system to adapt resource allocation strategies to varying operational contexts, maximizing resource utilization while maintaining ease of operation through automated adjustment.
Data Source
AI summary
A computer-implemented method, including: receiving, by a computing device, an information technology (IT) operations request; collecting, by the computing device, information associated with the IT operation request from a knowledge bank; determining, by the computing device, a resolution resource for completing the IT operation request; and assigning, by the computing device, the resolution resource based on the information from the knowledge bank and IT operation request.