Optimizing infrastructure support based on authenticated access, validation and context related information retrieval

Patent metadata

Field	Value
Publication number	US-9531725-B2
Application number	US-201414494762-A
Country	US
Kind code	B2
Filing date	Sep 24, 2014
Priority date	Oct 17, 2013
Publication date	Dec 27, 2016
Grant date	Dec 27, 2016

Abstract

fSystems and methods for infrastructure support optimization are described. The system includes an authorization module to verify a user, based on authorization rules, to provide access to the user to one or more infrastructure elements, and obtain ticket attribute data from a ticketing system, based on the verification, where the ticket attribute data comprises a plurality of attributes associated with a ticket to be resolved by the user. The authorization module also receives a support action, to be performed on the infrastructure element to resolve the ticket, where the support action includes at least one of an operation to resolve the ticket, and a standard support service. Further, the system includes a log generation module to append the support action to an operation log with corresponding ticket attribute data.

First claim

We claim:

1. An infrastructure support optimization system comprising:
a processor; and
a memory coupled to the processor, wherein the processor is capable of executing a plurality of modules stored in the memory, and wherein the plurality of modules comprising:
an authorization module configured to:
verify a user, based on authorization rules, to provide access to the user to one or more infrastructure elements from among a plurality of infrastructure elements;

an integration module configured to:
obtain ticket attribute data from a ticketing system, based on the verification, wherein the ticket attribute data comprises a plurality of attributes associated with a ticket to be resolved by the user, and wherein the ticket is indicative of an issue associated with an infrastructure element from among the one or more infrastructure elements;

a support action assistance module configured to:
receive a support action, to be performed on the infrastructure element to resolve the ticket, wherein the support action comprises at least one of an operation including one or more steps to resolve the ticket, and a standard support service; and

a validation module coupled to the processor comprising:
a log generation module configured to:
append the support action to an operation log, wherein each entry in the operation log includes information pertaining to support action performed by users on the plurality of infrastructure elements, and corresponding ticket attribute data, wherein the operation log functions as a dynamic knowledge base, wherein the dynamic knowledge base serves as a repository of support actions appended to the operation log, and wherein the repository is updated at regular intervals; and

a service assistance module configured to:
analyze the operation log, based on recurrence criteria, to identify at least one recurring operation; and
provide the at least one recurring operation as a standard service in a service catalog, based on the identifying.

2. The infrastructure support optimization system as claimed in claim 1 , wherein the ticket attribute data comprises a ticket id, and at least one of a ticket category, a ticket type, and a ticket summary.

3. The infrastructure support optimization system as claimed in claim 1 , wherein the operation log further comprises least one of a user id, a session id, and infrastructure element attributes.

4. The infrastructure support optimization system as claimed in claim 1 , wherein the integration module integrates the infrastructure support optimization system with at least one of the ticketing system, configuration management database (CMDB), and a static knowledge base.

5. The infrastructure support optimization system as claimed in claim 1 , wherein the support action assistance module is further configured to:
obtain a search query from the user, to resolve the ticket, the search query comprising at least one of an attribute of the ticket, user id, session id, and an attribute of an infrastructure element; and
analyze the operation log, based on the search query, to identify one or more previously appended operations in the operation log to resolve the ticket, wherein the operation to be executed on the infrastructure element is based on the one or more previously appended operations.

6. The infrastructure support optimization system as claimed in claim 1 comprising a validation module further configured to:
determine whether one or more validation rules are defined for the received operation, based on rule data, wherein the rule data comprises a plurality of validation rules corresponding to a plurality of operations, and wherein each of the plurality of validation rules is indicative of checks to be performed before a received operation is executed;
ascertain, when it is determined that the one or more validation rules are defined for the operation, whether the operation is to be executed, based on the validation rules; and
execute the operation on the infrastructure element based on the ascertaining.

7. The infrastructure support optimization system as claimed in claim 6 , wherein the validation module is configured to further:
decline execution of the operation, when it is ascertained that the one or more validation rules defined for the received operation are not met; and
provide a notification to the user, wherein the notification is indicative of the declining.

8. A computer implemented method for providing support for a plurality of infrastructure elements, the method comprising:
verifying a user, based on authorization rules, to provide access to the user to one or more infrastructure elements from among the plurality of infrastructure elements;
obtaining ticket attribute data from a ticketing system, based on the verifying, wherein the ticket attribute data comprises a plurality of attributes associated with a ticket to be resolved by the user, and wherein the ticket is indicative of an issue associated with an infrastructure element from among the one or more infrastructure elements;
receiving a support action to be performed on the infrastructure element to resolve the ticket, wherein the support action comprises at least one of an operation including one or more steps to resolve the ticket, and a standard service; and
appending the support action to an operation log, wherein each entry in the operation log includes information pertaining to support action performed by users on the plurality of infrastructure elements, and corresponding ticket attribute data, wherein the operation log functions as a dynamic knowledge base, wherein the dynamic knowledge base serves as a repository of support actions appended to the operation log, and wherein the repository is updated at regular intervals;
analyzing the operation log, based on recurrence criteria, to identify at least one recurring operation; and
providing the at least one recurring operation as a standard service in a service catalog, based on the identifying.

9. The method as claimed in claim 8 , wherein the ticket attribute data comprises a ticket id, and at least one of a ticket category, a ticket type, and a ticket summary.

10. The method as claimed in claim 8 , wherein the operation log further comprises at least one of a user id, a session id, and infrastructure element attributes.

11. The method as claimed in claim 8 , wherein the receiving further comprises:
obtaining a search query from the user, to resolve the ticket, the search query comprising at least one of an attribute of the ticket, user id, session id, and an attribute of an infrastructure element; and
analyzing the operation log, based on the search query, to identify one or more previously appended operations in the operation log to resolve the ticket, wherein the operation to be executed on the infrastructure element is based on the one or more previously appended operations.

12. The method as claimed in claim 8 , wherein the authorization rules comprises rules for primary level authorization, and secondary level authorization, wherein the primary level authorization is performed based on user id, and wherein the secondary level authorization is performed based on role of the user to provide role based access control to the user.

13. The method as claimed in claim 8 further comprising:
determining whether one or more validation rules are defined for the received operation, based on rule data, wherein the rule data comprises a plurality of validation rules corresponding to a plurality of operations, and wherein each of the plurality of validation rules is indicative of checks to be performed before the received operation is executed;

Assignees

• Tata Consultancy Services Ltd
• Tata Consultancy Services

Inventors

• Deshmukh Veena Sadashiv
• Kelkar Rahu Ramesh
• Sabnis Upendra Vijay
• Bansal Neelam
• Kancharla Sudha Vvl
• Dhagat Mudit

Classifications

• H04L63/102 Primary

  Entity profiles · CPC title

• H04L41/5074

  Handling of user complaints or trouble tickets · CPC title

• H04L63/083

  using passwords (cryptographic mechanisms or cryptographic arrangements for entity authentication using a predetermined code H04L9/3226) · CPC title

• H04L41/0645

  by additionally acting on or stimulating the network after receiving notifications · CPC title

• H04L41/28

  Restricting access to network management systems or functions, e.g. using authorisation function to access network configuration · CPC title