IT Service Ticket Characterization via Focus Window Analysis
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Solution Overview
Problem
Current IT service ticket management systems lack an efficient method to characterize the distribution of incident tickets and assess the quality of events causing these tickets, leading to inadequate support and resource allocation.
Innovation Solution
A method and system that receive and analyze IT service tickets, identify focus windows, determine the proportion of tickets related to specific events, and assess the quality of these events by comparing proportions over time, enabling proactive support and resource optimization.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If IT service ticket management systems use traditional methods to track tickets, then ticket volume is recorded, but the ability to characterize ticket distribution and assess event quality is insufficient
Solution Approach 1:
The patent segments the ticket analysis process into distinct components: receiving tickets with timestamps, determining focus windows, identifying event-related tickets, calculating proportions, and assessing event quality. This segmentation allows each component to be handled independently, improving measurement precision without overwhelming system complexity.
Solution Approach 2:
The system performs preliminary actions by establishing focus windows and event windows before analyzing ticket distributions. By pre-defining time periods and event contexts, the system prepares the analytical framework in advance, enabling more precise characterization when tickets are analyzed within these predetermined structures.
2Reliability
If the system analyzes all tickets in detail, then event quality assessment improves, but processing time and computational resources increase
Solution Approach 1:
The patent extracts only the relevant portion of tickets by identifying those received within focus windows and calculating the proportion related to specific events. This extraction approach focuses analytical resources on pertinent data rather than processing all tickets in detail, maintaining assessment reliability while reducing processing time.
Solution Approach 2:
The system applies partial action by analyzing only the proportion of tickets within defined focus windows rather than examining every ticket comprehensively. This partial analysis approach provides sufficient event quality assessment without the time and resource costs of complete ticket examination.
3Adaptability or versatility
If the system implements comprehensive ticket characterization, then service quality improvement capability increases, but system complexity and implementation difficulty increase
Solution Approach 1:
The patent implements dynamic focus windows that can be adjusted based on event duration and timing requirements. This dynamic approach allows the system to adapt to different service scenarios and event types, enhancing versatility while maintaining manageable complexity through flexible, configurable parameters rather than rigid structures.
Solution Approach 2:
The system utilizes parameter changes by varying focus window durations, event window definitions, and proportion thresholds based on specific service needs. These adjustable parameters enable comprehensive ticket characterization across different scenarios without requiring complex reconfiguration of the entire system architecture.
Data Source
AI summary
As disclosed herein an information technology service ticket characterization method includes receiving tickets from one or more client devices during a time period, determining focus windows within the time period where each focus window includes an event window, identifying tickets received within the focus windows, determining a proportion of identified tickets that are related to a service event, and based on the proportion of identified tickets that are related to the service event, assessing the quality of the service event. A corresponding system and computer program product are also disclosed herein.