Notification Routing System Using Dynamic Provider Profiles
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Solution Overview
Problem
As information technology infrastructure becomes more complex and expansive, generating schedules for determining responsible resources for incidents and ensuring proper notifications becomes increasingly complex and unreliable, leading to challenges in efficiently managing support resources.
Innovation Solution
A robust notification message system that determines responsible resources based on schedules, selects reliable message providers using provider profiles, and employs end-to-end testing to ensure timely and effective notification delivery, even in the presence of failures or invalid addresses.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If the number of support teams and support team members increases to handle complex IT infrastructure, then the capacity to respond to incidents is improved, but the complexity of generating schedules and ensuring proper notifications increases
Solution Approach 1:
The system segments the notification delivery process into multiple independent components: schedule management, message provider selection, routing logic, and delivery mechanisms. This allows each component to be managed independently, reducing overall system complexity while supporting large-scale operations across numerous teams and members
Solution Approach 2:
The patent introduces intermediary components including a notification engine that mediates between incident detection and resource notification, and a message provider layer that handles actual delivery. These intermediaries abstract the complexity of scheduling and routing from the core incident response system
2Productivity
If the number of support teams and support team members increases to handle complex IT infrastructure, then the capacity to respond to incidents is improved, but the reliability of ensuring proper notifications deteriorates
Solution Approach 1:
The system implements beforehand cushioning by maintaining multiple message providers with backup capabilities and pre-configuring fallback mechanisms. When primary notification channels fail, predetermined backup providers are activated, ensuring continuous notification delivery reliability even as the system scales
Solution Approach 2:
The patent incorporates feedback mechanisms where the notification system monitors delivery status, provider performance, and notification outcomes. This feedback is used to dynamically adjust routing decisions, select optimal message providers, and improve future notification delivery reliability based on actual performance data
3Adaptability or versatility
If schedules become more complex to accommodate expansive IT infrastructure, then the coverage of support resources is improved, but the difficulty of managing notifications increases
Solution Approach 1:
The system implements dynamic schedule management where notification routing rules and provider selections are automatically adjusted based on real-time conditions, time zones, availability status, and performance metrics. This dynamic adaptation allows complex coverage requirements to be met automatically without manual intervention
Solution Approach 2:
The notification system performs self-service by automatically selecting optimal message providers, routing notifications based on current schedules and resource availability, and handling delivery failures without human intervention. This automation maintains ease of operation even as the system accommodates expansive and evolving IT infrastructure
Data Source
AI summary
Embodiments are directed towards a notification message system arranged to generate notification messages. Responsible resources may be determined based on the notification messages and a schedule. A plurality of message providers that have a provider profiles may be determined based on the responsible resources and a region. A message provider from the plurality of message providers may be determined based on its provider profile. The notification messages may be provided to the message provider so they can be provided to the responsible resources. The provider profiles may be updated based on performance metrics associated with the message provider.