Mobile IT Incident Tracking App for Retail Networks

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Solution Overview

Problem

In large retail networks with numerous locations, IT incidents such as network connectivity errors and hardware malfunctions often result in multiple users waiting on hold for IT helpdesk assistance, increasing time and cost due to inefficient incident reporting and resolution processes.

Innovation Solution

A computer-implemented method and system that allows users to visually track IT incidents through a graphical user interface on a mobile device, enabling users to report and manage IT incidents locally, reducing the need for multiple calls to the IT helpdesk by providing real-time incident status and allowing IT managers to prioritize and resolve issues more effectively.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If multiple users call the IT helpdesk to report and resolve incidents, then incident reporting is performed, but time and cost increase due to users waiting on hold

Engineering Contradiction:

Improveincident reporting processVSAvoidtime spent waiting on hold

Core Design Contradiction:

Ease of operationVSLoss of time

Solution Approach 1:

The system enables users to independently check IT incident status through a mobile application by entering their location identifier and incident ticket number, eliminating the need to call the helpdesk and wait on hold. This self-service capability directly reduces time loss while maintaining ease of operation.

Inventive Principle:

Principle #25Self-service

2Reliability

If a centralized IT helpdesk manages all incidents, then incident resolution is coordinated, but the number of calls and associated costs increase

Engineering Contradiction:

Improveincident resolution coordinationVSAvoidcost of incident management

Core Design Contradiction:

ReliabilityVSLoss of energy

Solution Approach 1:

The system provides real-time feedback to users about their incident status through the mobile application, allowing them to monitor progress without calling. This maintains reliable incident tracking while reducing the energy costs associated with multiple helpdesk calls and on-hold time.

Inventive Principle:

Principle #23Feedback

3Loss of information

If users manually track IT incident status, then incident information is obtained, but efficiency decreases due to repeated calls to the helpdesk

Engineering Contradiction:

Improveincident status informationVSAvoidincident tracking efficiency

Core Design Contradiction:

Loss of informationVSProductivity

Solution Approach 1:

The system allows users to proactively check incident status at any time through the mobile application without needing to call the helpdesk. This preliminary action capability ensures users have access to incident information when needed while significantly improving tracking efficiency by eliminating repeated calls.

Inventive Principle:

Principle #10Preliminary action

Data Source

PatentUS10956838B2Retail store information technology incident tracking mobile application

Publication Date: 2021.03.23 TARGET BRANDS INC

AI summary

A computer-implemented method for tracking information technology (IT) incidents across a network of retail stores via a graphical user interface (GUI) on a display of a user device is disclosed. The method includes, via an IT manager that is accessible from the user device, receiving, from the user device, a store identifier; determining one or more IT incidents based on the store identifier; and via an application running on the user device, displaying on the display of the user device, a status of the one or more IT incidents based on the store identifier.