Self-Service Service Management Using Predefined User Actions

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Solution Overview

Problem

Existing technologies rely heavily on service desk agents for managing service functionality, leading to increased costs, ticket volume, and user frustration due to time-consuming resolution processes.

Innovation Solution

A self-service system and method that configures self-service components in a database, defining commands for managing services, and suggests predefined actions through a processor, allowing users to execute these actions independently.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If service desk agents are used to manage service functionality, then service management can be performed, but support costs and ticket volume increase

Engineering Contradiction:

Improveservice management capabilityVSAvoidsupport costs

Core Design Contradiction:

Ease of operationVSLoss of energy

Solution Approach 1:

The patent implements self-service components that enable users to independently manage service functionality without requiring service desk agents. Users can execute predefined actions and commands directly through the system, eliminating the need for human intervention in routine service management tasks and thereby reducing support costs and ticket volume.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent introduces an intermediary system consisting of self-service components, processors, and databases that mediate between users and service functionality. This intermediary layer handles service management operations automatically, reducing the burden on service desk agents while maintaining full service management capability.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Reliability

If service desk agents are used to resolve issues, then service issues can be addressed, but resolution time increases

Engineering Contradiction:

Improveissue resolution capabilityVSAvoidresolution time

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

The patent pre-configures self-service components with predefined actions and commands that users can execute immediately when issues arise. This preliminary preparation of service management capabilities allows users to resolve issues instantly without waiting for service desk agent availability, significantly reducing resolution time while maintaining reliability.

Inventive Principle:

Principle #10Preliminary action

3Ease of operation

If service desk dependency is maintained, then service management can be performed, but user autonomy decreases

Engineering Contradiction:

Improveservice management capabilityVSAvoiduser autonomy

Core Design Contradiction:

Ease of operationVSExtent of automation

Solution Approach 1:

The patent empowers users with self-service capabilities through configured components that define executable commands. Users can independently perform service management operations without relying on service desk agents, thereby increasing user autonomy while maintaining ease of operation through a user-friendly interface.

Inventive Principle:

Principle #25Self-service

Data Source

PatentUS12524252B2System facilitating self-service for managing functionality of a service and a method thereof

Publication Date: 2026.01.13 HCL AMERICA INC

AI summary

A system and method for facilitating self-device for managing functionality of a service is disclosed. One or more service components associated with a service are configured in at least one database. Further, the processor suggests one or more predefined action for managing the service. The one or more predefined actions are executed according to the one or more self-service components.