Unified Operations Interface for IT Incident Prioritization
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Solution Overview
Problem
In complex IT operations management, operators face challenges with multiple independent displays that consume significant cognitive resources, leading to lower situational awareness, reluctance to switch focus, lengthy hand-offs, and delayed responses to priority incidents due to information overload.
Innovation Solution
A processor-based system generates a unified user interface with multiple display interfaces, receives and matches event data with context data from various sources, prioritizes events, and reduces the saliency of non-priority events, enhancing situational awareness by grouping tasks and increasing the visibility of high-priority incidents.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If multiple independent displays are provided to show all network activities and status, then complete information coverage is achieved, but cognitive load increases and situational awareness decreases
Solution Approach 1:
The patent combines multiple independent display interfaces into a single unified user interface that presents correlated event data from multiple sources. Instead of showing separate displays for different network activities, the system integrates them into one cohesive view that reduces cognitive load while maintaining complete information coverage through intelligent correlation and prioritization of events.
2Loss of information
If all events are displayed with equal visibility, then no information is hidden, but high-priority incidents become less noticeable due to information overload
Solution Approach 1:
The patent applies local quality by differentiating the visual presentation of events based on their priority and correlation. High-priority and correlated events are emphasized with enhanced visibility, while low-priority events are de-emphasized. This selective presentation ensures that critical incidents stand out without completely hiding lower-priority information, resolving the contradiction between information visibility and priority detection.
3Measurement precision
If operators manage one incident at a time, then deep analysis is possible, but response time for multiple incidents increases
Solution Approach 1:
The patent performs preliminary action by automatically correlating events and pre-organizing them into logical groups before the operator needs to analyze them. The system proactively identifies related events, determines their correlations, and presents them in an organized manner, allowing operators to quickly understand the full scope of an incident and its relationships without manual investigation, thus enabling faster response while maintaining analysis depth.
4Measurement precision
If multiple functions are performed manually to generate and analyze event data, then detailed processing is achieved, but operator productivity decreases
Solution Approach 1:
The patent implements self-service by enabling the system to automatically perform data correlation, event matching, and prioritization functions that previously required manual operator intervention. The system autonomously processes event data from multiple sources, correlates related events, and presents analyzed results to the operator, maintaining detailed data processing while significantly improving operator productivity by eliminating manual repetitive tasks.
Data Source
AI summary
Enhancing situational awareness in operations management includes: generating a user interface incorporating multiple display interfaces; receiving event data for a plurality of events monitored by an operator viewing the multiple display interfaces; receiving context data for the plurality of events, wherein the context data is received from multiple sources; matching the plurality of the events with the context data; determining the events which the operator must handle as priority events; displaying the priority events; and reducing saliency of any events and tasks that are not associated with the priority events.