Self-monitoring

• US 10,547,501 B2
• Filed: 10/10/2017
• Issued: 01/28/2020
• Est. Priority Date: 10/04/2017
• Status: Active Grant

• Current Assignee: ServiceNow Incorporated
• Original Assignee: ServiceNow Incorporated
• Inventors: Margalit, Adar, Shif, Vadim
• Primary Examiner(s): Nguyen, Kim T
• Application Number:
  US15/729,457
• Publication Number:
  US 20190104014A1
• Time in Patent Office: 840 Days
• CPC Class Codes: G06F 11/3006 where the computing system is distributed, e.g. networked systems, clusters, multiprocessor systems multiprogramming arrangements G06F9/46; allocation of resources G06F9/50
• CPC Class Codes: G06F 11/3055 Monitoring arrangements for monitoring the status of the computing system or of the computing system component, e.g. monitoring if the computing system is on, off, available, not available error or fault processing without redundancy G06F11/0703; error detection or correction by redundancy in data representation G06F11/08; error detection or correction by redundancy in operation G06F11/14; error detection or correction by redundancy in hardware G06F11/16
• CPC Class Codes: G06F 11/328 Computer systems status display G06F11/327 takes precedence
• CPC Class Codes: G06F 11/3409 for performance assessment
• CPC Class Codes: G06F 11/3419 by assessing time
• CPC Class Codes: G06F 2209/544 Remote
• CPC Class Codes: G06F 9/4843 by program, e.g. task dispatcher, supervisor, operating system
• CPC Class Codes: G06F 9/542 Event management; Broadcasting; Multicasting; Notifications
• CPC Class Codes: H04L 41/046 comprising network management agents or mobile agents therefor
• CPC Class Codes: H04L 41/0681 Configuration of triggering conditions
• CPC Class Codes: H04L 41/0686 Additional information in the notification, e.g. enhancement of specific meta-data
• CPC Class Codes: H04L 41/22 comprising specially adapted graphical user interfaces [GUI]
• CPC Class Codes: H04L 41/5009 Determining service level performance parameters or violations of service level contracts, e.g. violations of agreed response time or mean time between failures [MTBF]
• CPC Class Codes: H04L 43/0811 by checking connectivity
• CPC Class Codes: H04L 43/0817 by checking functioning
• CPC Class Codes: H04L 43/16 Threshold monitoring

Abstract

The present approach relates to event monitoring and management of an instance using a generated service map, allowing monitoring of CIs (e.g., applications) and connections that are currently active in a user'"'"'s specific instance. A self-monitoring solution is generated for a user (e.g., via an application) that depicts status, configuration, and errors related to the user'"'"'s instance. In certain implementations, the present techniques involve applying internal knowledge of the working of a user'"'"'s instance and applications to perform the self-monitoring, and determine when an alert should be generated. Further, the present techniques may involve making a determination to provide a user with a self-help solution in addition or based on the self-monitoring of the user'"'"'s instance.

Claims

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 event management operations comprising;

executing a job on an instance;

accessing a service map of the instance, wherein the service map includes one or more devices and connections present in the instance;

selecting, based on the job, a script from a plurality of scripts, wherein the script is configured to generate a script output based on monitored configuration and state data for the job and the one or more devices and connections of the service map, wherein at least a portion of the monitored configuration and state data is generated based at least in part on one or more monitored event connectors;

executing the script to generate the script output based at least in part on the one or more monitored event connectors;

determining, based on the script output, whether a first condition is met;

in response to determining that the first condition is met, making a first event management determination based on the script output to refer an operator to an external assistance; and

in response to determining that the first condition is not met, making a second event management determination based on the script output to provide a self-help solution to the operator.

2. The system of claim 1, wherein the script output is determined by monitoring processing jobs.

3. The system of claim 1, wherein the script output is determined by monitoring operating states of one or more components of the instance.

4. The system of claim 1, wherein the self-help solution comprises directing the operator to a frequently asked questions (FAQ) page.

5. The system of claim 1, wherein the self-help solution comprises an executable routine or patch.

6. The system of claim 5, wherein the script output is prioritized based on severity.

7. The system of claim 1, wherein the monitored configuration and state data are represented as icons displayed on a screen.

8. The system of claim 7, wherein the script output is determined by user-defined monitors.

9. The system of claim 1, wherein the script output comprises an event if a metric of the monitored configurations and state data is above an event threshold.

10. The system of claim 9, wherein the script output comprises an alert if the metric of the monitored configurations and state data is above an alert threshold.

11. The system of claim 1, wherein the self-help solution is provided to a specific user instance.

12. The system of claim 1, wherein the script output is based on errors in a code associated with the job.

13. A tangible, non-transitory, machine-readable medium, comprising machine-readable instructions, configured to:

access information indicative of a job on an instance;

access a service map of the instance, wherein the service map includes one or more devices and connections present in the instance;

select based on the job a script from a plurality of scripts, wherein the script is configured to generate a script output based on a monitored configuration and state data for the job and the one or more devices and connections of the service map;

execute the script to generate the script output based on the monitored configuration and state data;

determine an alert based at least in part on the script output, wherein the alert is indicative of an abnormality during execution of the job; and

make an event management determination based on the script output to provide a self-help solution, wherein providing the self-help solution comprises providing, to a client device of the instance, at least a portion of the service map associated with the execution of the job, and wherein a configuration item (CI) of the portion of the service map is visually associated with the alert.

14. The non-transitory medium of claim 13, wherein the script output is determined by monitoring one or more event connectors.

15. The non-transitory medium of claim 13, wherein the script output is determined by monitoring processing jobs.

16. The non-transitory medium of claim 13, wherein the script output is determined by monitoring operating states of one or more components of the instance.

17. The non-transitory medium of claim 13, wherein the script output comprises configurations and state data of multiple events.

18. The non-transitory medium of claim 13, wherein the self-help solution is configured to facilitate an executable routine or patch configured to remedy the alert.

19. A method for providing a self-help solution or external assistance to a user, comprising:

accessing information indicative of a job on an instance;

accessing a service map of the instance, wherein the service map includes one or more devices and connections present in the instance;

selecting, based on the job a script from a plurality of scripts, wherein the script is configured to determine a script output based on a monitored configuration and state data for the job and the one or more devices and connections of the service map;

executing the script to generate the script output based on the monitored configuration and state data, wherein the script output comprises an event generated in response to a metric of the monitored configuration and state data being above a first threshold, wherein the script output comprises an alert generated in response to the metric of the monitored configurations and state data being above a second threshold, wherein the first threshold is less than the second threshold;

determining, based on the script output, whether a first condition is met;

in response to determining the first condition is met, making a first event management determination based on the script output to refer an operator to the external assistance; and

in response to determining that the first condition is not met, making a second event management determination based on the script output to provide the self-help solution to the operator.

20. The method of claim 19, wherein the event is configured to be recorded in a database, and wherein the alert is configured to be provided to the user with priority.