Methods and systems for analysis of process performance

Patent metadata

Field	Value
Publication number	US-10819587-B2
Application number	US-201916292066-A
Country	US
Kind code	B2
Filing date	Mar 4, 2019
Priority date	Mar 4, 2019
Publication date	Oct 27, 2020
Grant date	Oct 27, 2020

Abstract

A system and method is disclosed for performance analysis of processes in a managed network. Processes may be represented as sets of activities, and an audit database may be configured for logging activities within the managed network. Database may include fields to identify process instances, process classes, process states, and process transitions. A server device may receive a request from a client device to view information representative of multiple process instances. The server device may select a plurality of process instances according to filter criteria applied to the data fields of the audit database records, and generate a graphical representation of interconnections between the one or more data fields of the selected plurality based on a statistical analysis of the one or more data fields of the audit database records corresponding to the selected plurality of process instances. The server may then transmit the graphical representation to the client device.

First claim

What is claimed is:

1. A system for analyzing performance of processes carried out within a computational instance of a remote network management platform that is associated with a managed network, wherein the system is disposed within the computational instance, the system comprising:
an audit database configured for logging activities within the managed network, wherein instances of service delivery within the managed network are represented by respective process instances, wherein each process instance is associated with a process class and comprises multiple states, wherein the audit database comprises records, and wherein each record of the audit database comprises: (a) an identifier (ID) uniquely associating the record with a process instance, (b) information indicating the associated process class of the identified process instance, and (c) information indicating (i) a state transition from a previous state to a current state of the identified process instance, and (ii) a timestamp of the state transition; and
one or more server devices disposed within the remote network management platform, wherein the one or more server devices are configured to:
receive, from a client device communicatively connected with the managed network, a request to view information representative of multiple process instances, the request including filter criteria associated with one or more data fields of the audit database records;
in response to the request, select a plurality of process instances according to the filter criteria applied to the one or more data fields of the audit database records;
generate a graphical representation of interconnections between the one or more data fields of the selected plurality based on a statistical analysis of the one or more data fields of the audit database records corresponding to the selected plurality of process instances; and
transmit the graphical representation to the client device.

2. The system of claim 1 , wherein the previous and current states and the state transitions between them are associated with one or more activities of the process instance,
and wherein each of the one or more activities of the process instance is at least one of: an automated action carried out by an application program running on a computing device of the managed network, an interactive action carried out in response to interactive input, or a semi-autonomous action carried out partly by an application program running on a computing device of the managed network and partly by an interactive action carried out in response to interactive input.

3. The system of claim 2 , wherein one of the activities of the process instance is associated with creating the process, and another one of the activities of the process instance is associated with completing the process.

4. The system of claim 1 , wherein the selected plurality of process instances are process instances of a given process class,
wherein the graphical representation of interconnections between the one or more data fields of the selected plurality comprises a statistical state-occupancy diagram of the given process class,
and wherein generating the graphical representation of interconnections comprises:
associating the previous and current states of each process instance of the plurality with states of the given process class;
representing the states of the given process class as nodes in the statistical state-occupancy diagram;
associating the state transition of each process instance of the plurality with a transition between nodes; and
determining occupancy of the nodes and rates of transitions between the nodes based on a statistical distribution among the nodes and transitions between nodes of the previous and current states and the state transitions between them of the process instances of the plurality.

5. The system of claim 4 , wherein the one or more server devices are further configured to determine a comparison of the occupancy of the nodes and rates of transitions between the nodes with pre-determined optimal values of occupancy of the nodes and rates of transitions between the nodes.

6. The system of claim 1 , wherein the previous and current states and state transitions between them are associated with one or more activities of the process instance,
wherein the graphical representation of interconnections between the one or more data fields of the selected plurality comprises a statistical directed graph of common activities shared in among multiple process classes,
and wherein generating the graphical representation of interconnections comprises:
associating the previous and current states of each process instance of the plurality with one or more of the common activities;
representing the common activities as nodes in the statistical directed graph of common activities;
associating the state transition of each process instance of the plurality with a transition between nodes; and
determining occupancy of the nodes and rates of transitions between the nodes based on a statistical distribution among the nodes and transitions between nodes of the previous and current states and the state transitions between them of the process instances of the plurality.

7. The system of claim 6 , wherein the one or more server devices are further configured to determine a comparison of the occupancy of the nodes and rates of transitions between the nodes with pre-determined optimal values of occupancy of the nodes and rates of transitions between the nodes.

8. The system of claim 1 , wherein the selected plurality of process instances are process instances of a given process class,
wherein the graphical representation of interconnections between the one or more data fields of the selected plurality comprises a statistical process-flow diagram of a given process class,
and wherein generating the graphical representation of interconnections comprises:
associating the previous and current states and state and the state transition between them of each process instance of the plurality with one or more process steps of the given process class;
representing the process steps of the given process class as blocks in a nominal block diagram flow chart of the given process class; and
determining a processing load on each of the process steps based on a statistical distribution among the blocks of the previous and current states and the state transitions between them of the process instances of the plurality.

9. The system of claim 8 , wherein the one or more server devices are further configured to determine a comparison of the processing load on each of the process steps with pre-determined threshold values of processing load for each of the process steps.

10. The system of claim 1 , wherein the process class of each process instance is associated with a type of service of the managed network, and wherein the type of service is one of incident management, request management, change management, or problem management.

11. A method for analyzing performance of processes carried out within a computational instance of a remote network management platform that is associated with a managed network, wherein activities within the managed network are logged in an audit database, wherein instances of service delivery within the managed network are represented by respective process instances, wherein each process instance is associated with a process class and comprises multiple states, wherein the audit database comprises records, and wherein each record of the audit database comprises: (a) an identifier (ID) uniquely associating the record with a process instance, (b) information indicating the associated process class of the ide

Assignees

• Servicenow Inc

Inventors

• Singh Manjeet

Classifications

• H04L41/142

  using statistical or mathematical methods · CPC title

• H04L41/5032

  Generating service level reports · CPC title

• G06Q10/0639 Primary

  Performance analysis of employees; Performance analysis of enterprise or organisation operations · CPC title

• H04L41/5016 Primary

  based on statistics of service availability, e.g. in percentage or over a given time · CPC title

• H04L41/046

  comprising network management agents or mobile agents therefor · CPC title