Automated Service Ticket Generation via ITAM Risk Data
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Solution Overview
Problem
Current systems for generating service tickets to ensure IT asset compliance are manual and labor-intensive, consuming significant time and resources.
Innovation Solution
An automated service ticket generation system using an ITAM application that receives risk data and automatically generates service tickets by logging into a remote service provider, inputting relevant data, and sending commands to generate tickets, thereby reducing manual intervention.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If manual generation of service tickets is used, then service tickets can be generated with human oversight and customization, but the process becomes extremely time consuming and labor intensive
Solution Approach 1:
The system enables self-service automation where the service ticket generation process performs itself automatically based on risk data inputs. The ITAM application autonomously generates service tickets without requiring manual human intervention for each ticket, thereby reducing time consumption while maintaining operational control through automated workflows.
Solution Approach 2:
The patent replaces the manual mechanical process of service ticket generation with an automated computational system. The ITAM application uses automated commands and digital workflows to substitute human manual operations, eliminating the time-consuming nature of manual ticket creation while preserving the ability to generate comprehensive service tickets.
2Productivity
If manual generation of service tickets is used, then service tickets can be customized and reviewed, but the process becomes labor intensive
Solution Approach 1:
The ITAM application serves as an intermediary between risk data sources and service ticket generation systems. It automates the intermediate process of translating risk data into service tickets, thereby improving productivity without requiring complex direct integration between disparate systems. The intermediary handles data transformation and command generation automatically.
Solution Approach 2:
The ITAM application performs multiple functions within a single automated workflow: receiving risk data, generating service tickets, and managing the generation process. This multi-functionality improves productivity by consolidating tasks that would otherwise require separate manual operations, while the complexity is managed through a unified automated system rather than multiple separate systems.
Data Source
AI summary
An automated service ticket generation system including an application configured to receive risk data associated with an asset and generate a service ticket based on the risk data. The application may receive risk data including an indication of whether the asset is out of compliance or will soon be out of compliance with a policy and/or regulation. Responsive to receiving the risk data, the application may access a remote computing device to generate the service ticket. The service ticket may include a mitigation task for an asset owner to perform in order to comply with the policy and/or regulation. The application may cause an indication of the service ticket to be presented on a display of a computing device. In some examples, the application may cause an indication of the service ticket to be sent to a computing device associated with the asset.