Systems and method for incident scorecard

Patent metadata

Field	Value
Publication number	US-11334835-B2
Application number	US-201815971774-A
Country	US
Kind code	B2
Filing date	May 4, 2018
Priority date	May 4, 2018
Publication date	May 17, 2022
Grant date	May 17, 2022

Abstract

A system includes a client instance hosted by a datacenter, wherein the client instance is generated for one or more client networks. The system performs operations comprising generating a graphical user interface, receiving, via the graphical user interface, an input adjusting the selected time period, and updating the graphical user interface in real time in response to the received input. The graphical user interface includes a timeline that spans an entirety of an incident dataset, a selected time period, wherein the selected time period is a portion of the timeline, a plot of incident data from the incident dataset over the selected time period, and a plurality of calculated metrics based on the incident data during the selected time period.

First claim

The invention claimed is:

1. A system, comprising:
a non-transitory memory; and
one or more hardware processors configured to read instructions from the non-transitory memory to perform operations comprising:
accessing an incident dataset and a benchmark dataset, wherein the incident dataset comprises a plurality of datapoints and the benchmark dataset comprises a plurality of benchmark datapoints associated with the incident dataset;
calculating one or more metrics based on the incident dataset and one or more parameters;
generating a graphical user interface, wherein the graphical user interface comprises:
a first plot window comprising:
a timeline that comprises the plurality of datapoints of the incident dataset;
a selected time period, wherein the selected time period is a portion of the timeline;
a first controller at a first position along the timeline, wherein the first controller is indicative of a beginning of the selected time period; and
a second controller at a second position along the timeline, wherein the second controller is indicative of an end of the selected time period;
wherein the first and second controllers can be dragged along the timeline to adjust the selected time period;

a second plot window comprising:
an incident plot of incident data over the selected time period, wherein the incident plot has a higher level of granularity than the timeline; and
a benchmark plot of benchmark data over the selected time period, such that the second plot window provides a comparison between the incident data and benchmark data over the selected time period;

a listing of the one or more calculated metrics;
a comparison between first and second selected subsets of the incident dataset corresponding to first and second respective dates; and
a Venn-diagram window configured to display one or more Venn-diagrams configured to display how the first and second selected subsets of the incident dataset overlap with one another;

receiving, via the graphical user interface, an input adjusting the selected time period in the first plot window; and
updating the incident plot of incident data in the second plot window, the benchmark plot of benchmark data in the second plot window, and the one or more of calculated metrics, in real time, in response to the received input.

2. The system of claim 1 , wherein the operations comprise filtering a plurality of incidents represented by the incident data based on respective categories assigned to each of the plurality of incidents.

3. The system of claim 2 , wherein the first and second selected subsets of the incident dataset are associated with first and second categories of incidents.

4. The system of claim 1 , wherein the incident dataset is collected from a first customer instance of a cloud computing system and the benchmark dataset is collected from one or multiple other customer instances of the cloud computing system.

5. A method, comprising:
accessing an incident dataset and a benchmark dataset, wherein the incident dataset comprises a plurality of datapoints and the benchmark dataset comprises a plurality of benchmark datapoints associated with the incident dataset;
calculating one or more metrics based on the incident dataset and one or more parameters;
generating a graphical user interface, wherein the graphical user interface comprises:
a first plot window comprising:
a timeline that comprises the plurality of datapoints of the incident dataset;
a selected time period, wherein the selected time period is a portion of the timeline;
a first controller at a first position along the timeline, wherein the first controller is indicative of a beginning of the selected time period; and
a second controller at a second position along the timeline, wherein the second controller is indicative of an end of the selected time period;
wherein the first and second controllers can be dragged along the timeline to adjust the selected time period;

a second plot window comprising:
an incident plot of incident data from the incident dataset over the selected time period, wherein the incident plot has a higher level of granularity than the timeline; and
a benchmark plot of benchmark data over the selected time period, such that the second plot window provides a comparison between the incident data and benchmark data over the selected time period;

the one or more calculated metrics based on the incident data during the selected time period;
a comparison between first and second selected subsets of the incident dataset corresponding to first and second respective dates; and
a Venn-diagram window configured to display one or more Venn-diagrams configured to display how the first and second selected subsets of the incident dataset overlap with one another;

receiving, via the graphical user interface, an input adjusting the selected time period in the first plot window; and
updating the incident plot of incident data in the second plot window, the benchmark plot of benchmark data in the second plot window, and the one or more calculated metrics, in real time, in response to the received input.

6. The method of claim 5 , comprising receiving the benchmark data.

7. The method of claim 5 , comprising filtering the incident data by one or more of a plurality of incident categories.

8. The method of claim 5 , wherein the incident dataset is collected from a first customer instance of a cloud computing architecture and the benchmark dataset is collected from one or multiple other customer instances of the cloud computing architecture.

Assignees

• Servicenow Inc

Inventors

• Rikovic Tabak Aida
• Penzo Marta
• Gabur Andrei-Mihai
• Mocanu Ciprian
• Castex Jimmy
• Boini Lidhvija
• Lugomer Anita
• Ivanov Georgi
• Raghavan Ramya

Classifications

• G06Q10/20 Primary

  Administration of product repair or maintenance · CPC title

• G06Q10/0639

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

• G06Q10/06393 Primary

  Score-carding, benchmarking or key performance indicator [KPI] analysis · CPC title

• H04L67/12

  specially adapted for proprietary or special-purpose networking environments, e.g. medical networks, sensor networks, networks in vehicles or remote metering networks · CPC title

• G06F3/04847

  Interaction techniques to control parameter settings, e.g. interaction with sliders or dials · CPC title