Unified Incident Management Interface for IT Support
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Solution Overview
Problem
Incident management in IT systems often requires coordination across multiple applications and systems, making it complex and resource-intensive for support personnel to resolve major incidents efficiently, especially when service outages occur, which can disrupt enterprises significantly.
Innovation Solution
A unified incident management interface that provides support personnel with a centralized window to manage major incidents, including features for summarizing incident effects, creating communication tasks, managing conference calls, and generating post-incident reports, thereby streamlining the incident resolution process.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If support personnel use multiple separate applications and systems to manage incidents, then they can access specialized functions for each system, but the complexity of coordination increases and resource requirements increase
Solution Approach 1:
The patent combines multiple separate incident management applications and systems into a single unified interface. This unified interface integrates functions for creating incidents, communicating with stakeholders, managing conference calls, and generating post-incident reports, thereby reducing coordination complexity while maintaining access to specialized functions through integrated tools.
Solution Approach 2:
The unified incident management interface serves multiple functions within a single system. It can create and track incidents, manage communication tasks with various stakeholders, conduct conference calls, and generate post-incident reports, thereby providing universal access to previously分散 functions while reducing the need to switch between multiple specialized applications.
2Adaptability or versatility
If support personnel use multiple separate applications and systems to manage incidents, then they can access specialized functions, but resource requirements increase
Solution Approach 1:
The patent consolidates multiple separate applications into a single unified interface, thereby reducing the quantity of software resources required. By integrating incident creation, communication management, conference call capabilities, and report generation into one system, the patent reduces the overall resource footprint while maintaining access to specialized functions.
3Device complexity
If support personnel use a unified interface to manage incidents, then coordination complexity decreases, but the interface must integrate multiple specialized functions
Solution Approach 1:
The unified incident management interface is designed to be multi-functional, integrating incident creation and tracking, communication task management, conference call capabilities, and post-incident report generation. This universal interface reduces coordination complexity by providing centralized access to all necessary functions while maintaining the specialized capabilities of individual tools.
4Quantity of substance
If support personnel use a unified interface to manage incidents, then resource requirements decrease, but the interface must integrate multiple specialized functions
Solution Approach 1:
The patent merges multiple separate applications into a single unified interface, thereby reducing the quantity of software resources required. The integrated system combines incident management, communication tools, conference call capabilities, and report generation functions, reducing overall resource requirements while maintaining access to specialized functions through the unified interface.
Data Source
AI summary
An incident management interface enables an operator to track progress in resolving an incident and includes a first, second, and third selectable feature. The first selectable feature presents a summary of at least effects of the incident and resolution activity, the second selectable feature enables the operator to create, edit, and administer one or more communication tasks associated with one or more client devices, and the third selectable feature enables the operator to manage one or more conference calls with a variety of agents. The first selectable feature, the second selectable feature, and the third selectable feature are each selectable from a screen of the unified incident management interface.