Root cause analysis based on process optimization data

Patent metadata

Field	Value
Publication number	US-12282385-B2
Application number	US-202418607790-A
Country	US
Kind code	B2
Filing date	Mar 18, 2024
Priority date	Nov 8, 2021
Publication date	Apr 22, 2025
Grant date	Apr 22, 2025

Abstract

A system for root cause analysis based on process optimization data is provided. The system receives log data associated with a first trace between a first activity and a second activity of a process. The system further determines a state of inefficiency between the first activity and the second activity based on the received log data. The system further applies a first machine learning (ML) model on the received log data. The system further determines a first label and a first value to be associated with the first trace of the process based on the application of the first ML model. The system further generates presentation data associated with the determined state of inefficiency of the first trace based on the determination of the first label and the first value and further transmits the generated presentation data on a user device.

First claim

What is claimed:

1. A method comprising:
capturing log data indicating a sequence of operations executed between a first activity of a process and a second activity of the process;
detecting an inefficiency between a first user input associated with the first activity and a second user input associated with the second activity, based on a plurality of criteria and the log data, wherein the inefficiency corresponds to an additional time period between first user input associated with the first activity and the second user input associated with the second activity;
in response to detecting the inefficiency, generating, using a machine learning (ML) model and the log data, an output to be associated with the sequence of operations;
determining, using the output, a root cause of the inefficiency between the first activity and the second activity; and
generating presentation data indicating the root cause.

2. The method of claim 1 , wherein the plurality of criteria reflect a process loop state for the process, wherein the process loop state corresponds to the inefficiency between the first activity and the second activity.

3. The method of claim 2 , wherein the process loop state reflects a time period indicative of the inefficiency between the first activity and the second activity.

4. The method of claim 2 , wherein the process loop state is determined based on a loop count.

5. The method of claim 1 , wherein the sequence of operations is between the first activity and the second activity.

6. The method of claim 1 , wherein the plurality of criteria reflect a process loop state for the process, wherein the process loop state indicates that the process returns to the first activity.

7. The method of claim 6 , wherein the process loop state indicates the inefficiency between the first activity and the second activity of the process.

8. The method of claim 1 , wherein the plurality of criteria reflect a process loop state for the process, wherein the process loop state indicates that the process returns to the first activity after the second activity.

9. The method of claim 8 , wherein the process loop state indicates the inefficiency between the first activity and the second activity of the process.

10. A non-transitory computer-readable storage medium configured to store instructions that, in response to being executed by one or more processors, causes a system to:
capture log data indicating a sequence of operations executed between a first activity of a process and a second activity of the process;
detect an inefficiency between a first user input associated with the first activity and a second user input associated with the second activity, based on a plurality of criteria and the log data, wherein the inefficiency corresponds to an additional time period between first user input associated with the first activity and the second user input associated with the second activity;
in response to detecting the inefficiency, generate, using a machine learning (ML) model and the log data, an output to be associated with the sequence of operations;
determine, using the output, a root cause of the inefficiency between the first activity and the second activity; and
generate presentation data indicating the root cause.

11. The non-transitory computer-readable storage medium of claim 10 , wherein the plurality of criteria reflect a process loop state for the process, wherein the process loop state corresponds to the inefficiency between the first activity and the second activity.

12. The non-transitory computer-readable storage medium of claim 11 , wherein the process loop state reflects a time period indicative of the inefficiency between the first activity and the second activity.

13. The non-transitory computer-readable storage medium of claim 11 , wherein the process loop state is determined based on a loop count.

14. The non-transitory computer-readable storage medium of claim 10 , wherein the sequence of operations is between the first activity and the second activity.

15. The non-transitory computer-readable storage medium of claim 10 , wherein the plurality of criteria reflect a process loop state for the process, wherein the process loop state indicates that the process returns to the first activity.

16. The non-transitory computer-readable storage medium of claim 15 , wherein the process loop state indicates the inefficiency between the first activity and the second activity of the process.

17. The non-transitory computer-readable storage medium of claim 10 , wherein the plurality of criteria reflect a process loop state for the process, wherein the process loop state indicates that the process returns to the first activity after the second activity.

18. The non-transitory computer-readable storage medium of claim 17 , wherein the process loop state indicates the inefficiency between the first activity and the second activity of the process.

19. A system, comprising:
a processor configured to:
capture log data indicating a sequence of operations executed between a first activity of a process and a second activity of the process;
detect an inefficiency between a first user input associated with the first activity and a second user input associated with the second activity, based on a plurality of criteria and the log data, wherein the inefficiency corresponds to an additional time period between first user input associated with the first activity and the second user input associated with the second activity;
in response to detecting the inefficiency, generate, using a machine learning (ML) model and the log data, an output to be associated with the sequence of operations;
determine, using the output, a root cause of the inefficiency between the first activity and the second activity; and
generate presentation data indicating the root cause.

20. The system of claim 19 , wherein the plurality of criteria reflect a process loop state for the process, wherein the process loop state corresponds to the inefficiency between the first activity and the second activity.

Assignees

• Servicenow Inc
• Service Now Inc

Inventors

• Casati Fabio
• Pohle Hans Jochen Gerhard
• Chettla Sai Harini
• Singh Manjeet
• Sinha Siddhant

Classifications

• G06N20/00

  Machine learning · CPC title

• G06Q10/067

  Enterprise or organisation modelling · CPC title

• G06Q10/0639

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

• G06N3/04

  Architecture, e.g. interconnection topology · CPC title

• G06N7/01

  Probabilistic graphical models, e.g. probabilistic networks · CPC title