Post incident review

Patent metadata

Field	Value
Publication number	US-11743147-B2
Application number	US-201816218315-A
Country	US
Kind code	B2
Filing date	Dec 12, 2018
Priority date	Aug 24, 2015
Publication date	Aug 29, 2023
Grant date	Aug 29, 2023

Abstract

A post incident analysis system and method includes a system management module coupled to a communications link and digital data storage containing a database of multiple survey questions, each question associated with an application criteria statement and auto populate instructions. The module conducts post incident analysis responsive to a network incident. After the incident receives a given status, the module generates a post incident survey. Survey questions are identified by applying the application criteria statement associated with each question. The module pre-completes selected ones of the identified survey questions by executing the auto populate instructions associated with the selected survey question to identify and retrieve answers to the question from predefined data sources specified in the auto populate instructions. The post incident survey includes, at minimum, survey questions for which the pre-completion was not successful. The survey is transmitted to the participants via the link.

First claim

What is claimed is:

1. A system for post-incident analysis of an incident associated with one or more devices or one or more services of a communications network, comprising:
a system management server, comprising:
a processor; and
a memory, accessible by the processor, the memory storing instructions, that when executed by the processor, cause the processor to perform operations comprising:
receiving incident data associated with the incident and identification information associated with at least one survey participant; and
after receiving the incident data, generating a post-incident survey based on the incident data, comprising:
identifying a plurality of survey questions stored in a database to include in the post-incident survey, wherein identifying the plurality of survey questions comprises applying application criteria statements associated with respective survey questions of the plurality of survey questions to the incident data to determine whether the respective survey questions are relevant to the incident;
automatically completing a first subset of the plurality of survey questions by executing auto-populate instructions associated with the respective survey questions of the first subset and retrieving respective answers to the respective survey questions of the first subset from predefined data sources specified in the auto-populate instructions;
storing the respective retrieved answers in association with the post-incident survey in an additional memory accessible by the system management server; and
transmitting a second subset of the plurality of survey questions to one or more respective computing devices associated with at the least one survey participant based on the identification information.

2. The system of claim 1 , where the operations comprise:
receiving respective answers associated with the respective survey questions of the second subset from the one or more respective computing devices; and
generating a post-incident report comprising:
at least a portion of the incident data;
the respective retrieved answers to the first subset; and
at least a portion of the respective received answers to the second subset.

3. The system of claim 1 , wherein the operations comprise generating the post-incident survey in response to receiving an alert indicating that the incident has been resolved.

4. The system of claim 1 , wherein each application criteria statement of the application criteria statements comprises a query and target data and applying the application criteria statement to the incident data comprises executing the query against the incident data to determine whether the incident data includes the target data.

5. The system of claim 1 , wherein the operations comprise transmitting the first subset of the plurality of survey questions with the second subset, and wherein the first subset of the plurality of survey questions is auto-populated with the respective retrieved answers before being transmitted.

6. The system of claim 1 , wherein the operations comprise:
receiving one or more user inputs from a user computing device; and
adding, modifying, or removing a particular survey question of the plurality of survey questions, a particular application criteria statement, or a particular auto-populate instruction in the database, or any combination thereof, based on the received one or more inputs.

7. The system of claim 1 , wherein the application criteria statements associated with the respective survey questions define whether the respective survey questions are mandatory in the post-incident survey.

8. A non-transitory, computer-readable storage medium, comprising instructions that, when executed by a processor, cause the processor to:
receive incident data associated with an incident and identification information associated with at least one survey participant; and
after receiving the incident data, generate a post-incident survey based on the incident data, comprising:
identifying a plurality of survey questions stored in a database to include in the post-incident survey, wherein identifying the plurality of survey questions comprises applying application criteria statements associated with respective survey questions of the plurality of survey questions to the incident data to determine whether the respective survey questions are relevant to the incident;
automatically completing a first subset of the plurality of survey questions by executing auto-populate instructions associated with the respective survey questions of the first subset and retrieving respective answers to the respective survey questions of the first subset from predefined data sources specified in the auto-populate instructions;
storing the respective retrieved answers in association with the post-incident survey in a memory accessible by a system management server; and
transmitting a second subset of the plurality of survey questions to one or more respective computing devices associated with at the least one survey participant based on the identification information.

9. The non-transitory, computer-readable storage medium of claim 8 , wherein the instructions cause the processor to generate the post-incident survey in response to receiving an alert indicating that the incident has been resolved.

10. The non-transitory, computer-readable storage medium of claim 8 , wherein the instructions cause the processor to:
receive respective answers associated with the respective survey questions of the second subset from the one or more respective computing devices; and
generate a post-incident report comprising:
a timeline associated with a history of updates to the incident;
the respective retrieved answers to the first subset; and
at least a portion of the respective received answers to the second subset.

11. The non-transitory, computer-readable storage medium of claim 10 , wherein the post-incident report comprises information associated with an analysis of the incident and resolution of the incident.

12. The non-transitory, computer-readable storage medium of claim 8 , wherein the plurality of survey questions are identified based on a category of the incident or a criticality of the incident.

13. The non-transitory, computer-readable storage medium of claim 8 , wherein the application criteria statements associated with the respective survey questions define whether the respective survey questions are mandatory in the post-incident survey.

14. The non-transitory, computer-readable storage medium of claim 8 , wherein the instructions cause the processor to:
transmit the first subset of the plurality of survey questions with the second subset, wherein the first subset of the plurality of survey questions is auto-populated with the respective retrieved answers before being transmitted; and
receive respective confirmation of the respective retrieved answers from the respective computing devices.

15. A method for post-incident analysis of an incident associated with one or more devices or one or more services of a communications network, comprising:
receiving incident data associated with the incident and identification information associated with at least one survey participant; and
after receiving the incident data, generating a post-incident survey based on the incident data, comprising:
identifying a plurality of survey questions stored in a database to include in the post-incident survey, wherein identifying the plurality of survey questions comprises applying application criteria statements associated with respective survey questions of the plurality of survey questions to t

Assignees

• Servicenow Inc

Inventors

• Henderson Lisa
• Schroeder Eric
• Boyle Bryan
• Lyons Myke

Classifications

• H04L41/5067 Primary

  Customer-centric QoS measurements · CPC title

• G06Q30/0203

  Market surveys; Market polls · CPC title

• H04L41/5074

  Handling of user complaints or trouble tickets · CPC title

• H04L67/02

  based on web technology, e.g. hypertext transfer protocol [HTTP] · CPC title