ITSM Request Automation Engine for Secure Back-End Configuration
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Solution Overview
Problem
Enterprise information technology systems require complex and frequent configuration, often leading to delays and errors due to lack of expertise, resources, or authorization, especially in managing front-end and back-end security.
Innovation Solution
A computer-implemented system and method for IT service management that automates the processing of ITSM requests, including secure communication between front-end and back-end systems, using a configuration services automation engine (CSAE) to validate, process, and manage requests without exposing critical systems to unauthorized users.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual configuration services are provided by technical experts, then service quality and security are improved, but service delay and operational complexity increase
Solution Approach 1:
The system enables self-service through automated configuration services that process ITSM requests without requiring manual technical expert intervention. The automation engine validates requests against predefined policies and executes configuration changes automatically, allowing the system to serve itself rather than relying on human operators for routine tasks.
Solution Approach 2:
An automation engine acts as an intermediary between ITSM requests and back-end systems. This intermediary validates requests, determines appropriate actions based on predefined policies, and executes configuration changes, thereby reducing direct human involvement while maintaining service quality and security through automated decision-making.
2Object-affected harmful factors
If manual configuration services are provided, then complex security management can be handled, but resource requirements and operational complexity increase
Solution Approach 1:
The system replaces manual mechanical processes with automated electronic validation and execution. The automation engine electronically validates ITSM requests against predefined policies and automatically executes configuration changes, substituting human manual operations with automated computational processes that reduce operational complexity while maintaining security.
Solution Approach 2:
The system changes the state of configuration parameters automatically based on validated ITSM requests. The automation engine modifies system parameters, security settings, and configuration values through automated processes, transforming static configuration management into dynamic, policy-driven parameter adjustment without requiring manual security management expertise.
3Productivity
If automated processing is implemented, then productivity and speed are improved, but system complexity and validation requirements increase
Solution Approach 1:
The system performs preliminary validation of ITSM requests against predefined policies before execution. The automation engine checks requests against established rules and criteria in advance, ensuring that only valid requests are processed automatically. This preliminary validation simplifies the automation process by filtering out invalid requests before they enter the main processing workflow.
Solution Approach 2:
The automated processing system is segmented into distinct functional modules: request validation, policy checking, action determination, and execution. Each module handles a specific aspect of the ITSM request processing, making the overall complex system manageable through modular design where each segment can be independently validated and maintained.
Data Source
AI summary
Information technology service management (ITSM) is provided by at least one computing device, including by accessing plurality of ITSM requests. For each one, a determination is made whether the respective ITSM request is valid. Where the request is not valid, a status identifier is assigned. Where the request is valid, the computing device(s) identifies, in the respective ITSM request, request information representing at least a request for action associated with a back-end service, a target service name, and a target system. Further, the computing device(s) distinguishes in the respective ITSM request, as a function of at least the request information, a technical infrastructure detail associated with the back-end service. Moreover, the computing device(s) generates, as a function of the technical infrastructure detail, a notification for implementing the action and transmits to at least one computing device associated with the back-end service the notification for implementing the action.