Service management techniques

• US 10,613,711 B1
• Filed: 03/18/2019
• Issued: 04/07/2020
• Est. Priority Date: 03/18/2019
• Status: Active Grant

• Current Assignee: ServiceNow Incorporated
• Original Assignee: ServiceNow Incorporated
• Inventors: Makovsky, Bnayahu, Barak, Yotam, Arom-Zohar, Amit
• Primary Examiner(s): Choi, David E
• Application Number:
  US16/357,002
• Time in Patent Office: 386 Days
• 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 3/0482 Interaction with lists of selectable items, e.g. menus
• CPC Class Codes: G06F 3/04845 for image manipulation, e.g. dragging, rotation, expansion or change of colour
• CPC Class Codes: G06F 3/04847 Interaction techniques to control parameter settings, e.g. interaction with sliders or dials

Abstract

A system may include a cloud service platform accessible by a client device via a client network. The cloud service platform may provide a graphical user interface (GUI) to the client device and receive an indication of one or more service records associated with an enterprise from a database and generate the GUI for display on the client devices. The GUI may have a services dashboard including one or more graphical icons representative of respective service records of the service records. The cloud service platform may also receive one or more user inputs indicative of an adjustment to an amount of graphical icons displayed in the services dashboard from the client device, and dynamically modify an appearance of the graphical icons based on the user inputs. The appearance of the graphical icons may be indicative of one or more types of data associated with the respective service records.

Claims

1. A system, comprising:

a cloud service platform accessible by a client device via a client network, wherein the cloud service platform is configured to provide a graphical user interface (GUI) to the client device and perform operations comprising;

receiving an indication of a plurality of service records associated with an enterprise from a database, wherein each service record of the plurality of service records corresponds to a service provided by the enterprise;

generate the GUI for display on at least the client device, wherein the GUI comprises a services dashboard including a plurality of graphical icons representative of respective service records of the plurality of service records;

receiving one or more user inputs indicative of an adjustment to a size of one or more graphical icons of the plurality of graphical icons displayed in the services dashboard from the client device;

dynamically modifying the size of the one or more graphical icons to increase from a smaller representation to a larger representation, wherein the smaller representation represents a severity of a respective issue impacting a corresponding service or a lack of an issue impacting the corresponding service, and the larger representation indicates the severity of the respective issue impacting the corresponding service or the lack of the issue impacting the corresponding service and includes a key performance indicator associated with the corresponding service, the respective issue, or both, within the larger representation; and

dynamically modifying the size of the one or more graphical icons to decrease from the larger representation to the smaller representation, comprising removing the key performance indicator associated with the corresponding service, the respective issue, or both.

2. The system of claim 1, wherein the one or more graphical icons are disposed in a plurality of groups associated with an attribute, and wherein the respective service records associated with each group of the plurality of groups have the same attribute.

3. The system of claim 2, wherein the attribute comprises a location, an owner, a category, a domain, a department, a severity, a priority, or a combination thereof.

13. The system of claim 1, wherein the operations comprise dynamically modifying the size of the one or more graphical icons to increase from the larger representation to an additional larger representation, wherein the additional larger representation indicates the severity of the respective issue impacting the corresponding service or the lack of the issue impacting the corresponding service, includes the key performance indicator associated with the corresponding service, the respective issue, or both, within the additional larger representation, and includes a service map associated with the corresponding service within the additional larger representation.

14. The system of claim 13, wherein the operations comprise dynamically modifying the size of the one or more graphical icons to decrease from the additional larger representation to the larger representation.

15. The system of claim 13, wherein the operations comprise dynamically modifying the size of the one or more graphical icons to decrease from the additional larger representation to the smaller representation.

4. A method, comprising:

receiving, via a cloud service platform, an indication of a plurality of service records associated with an enterprise from a database, wherein each service record of the plurality of service records corresponds to a service provided by the enterprise and the cloud service platform is accessible via a client device via a client network;

generating, via the cloud service platform, a graphical user interface (GUI) for display on a client device, wherein the GUI comprises a services dashboard including a plurality of graphical tiles representing respective service records of the plurality of service records;

receiving one or more user inputs indicative of an adjustment to a size of the plurality of tiles displayed in the services dashboard from the client device;

dynamically modifying, via the cloud-based platform, the size of the plurality of tiles to increase from a smaller representation to a larger representation, wherein the smaller representation represents a severity of a respective issue impacting a corresponding service or a lack of an issue impacting the corresponding service, and the larger representation indicates the severity of the respective issue impacting the corresponding service or the lack of the issue impacting the corresponding service and includes a key performance indicator associated with the corresponding service, the respective issue, or both, within the larger representation; and

dynamically modifying, via the cloud-based platform, the size of the one or more graphical icons to decrease from the larger representation to the smaller representation, comprising removing the key performance indicator associated with the corresponding service, the respective issue, or both.

5. The method of claim 4, wherein the services dashboard includes a plurality of graphical icons associated with each severity level of issues associated with the respective service records, and wherein the plurality of graphical tiles are disposed in rows adjacent to each graphical icon of the plurality of graphical icons based on the respective severity levels of issues associated with the plurality of graphical tiles.

6. The method of claim 4, wherein the services dashboard includes a plurality of graphical icons associated with each priority level associated with the respective service records, and wherein the plurality of graphical tiles are disposed in rows adjacent to each graphical icon of the plurality of graphical icons based on the respective priority levels associated with the plurality of graphical tiles.

7. The method of claim 4, comprising receiving one or more additional user inputs indicative of an interaction with a graphical tile of the plurality of graphical tiles, and modifying the GUI to display additional data associated with the corresponding service record based on the one or more additional user inputs.

8. The method of claim 7, wherein the one or more additional user inputs comprises a mouse hovering over the graphical tile and modifying the graphical user interface to display additional data comprises displaying a snapshot window associated with the corresponding service record at least partially over the services dashboard.

9. The method of claim 7, wherein the one or more additional user inputs comprises a user selection of the graphical tile and modifying the graphical user interface to display additional data comprises displaying a service preview window associated with the corresponding service record at least partially over the services dashboard.

10. The method of claim 9, wherein the service preview window comprises a first link to the corresponding service record, a second link to a service map window associated with the corresponding service record, or both.

11. A tangible, non-transitory, machine-readable medium, comprising instructions that, when executed by one or more processors, cause the one or more processors to:

receive an indication of a plurality of service records associated with an enterprise from a database, wherein each service record of the plurality of service records corresponds to a service provided by the enterprise;

generate a graphical user interface (GUI) for display on a client device, wherein the GUI comprises a services dashboard including the plurality of graphical tiles representing respective service records of the plurality of service records;

receiving one or more user inputs indicative of an adjustment to a size of one or more graphical icons of the plurality of graphical tiles displayed in the services dashboard from the client device;

dynamically modifying the size of the one or more graphical tiles to increase from a smaller representation to a larger representation, wherein the smaller representation represents a severity of a respective issue impacting a corresponding service or a lack of an issue impacting the corresponding service, and the larger representation indicates the severity of the respective issue impacting the corresponding service or the lack of the issue impacting the corresponding service and the includes a key performance indicator associated with the corresponding service, the respective issue, or both, within the larger representation; and

dynamically modifying the size of the one or more graphical icons to decrease from the larger representation to the smaller representation, comprising removing the key performance indicator associated with the corresponding service, the respective issue, or both.

12. The tangible, non-transitory, machine-readable medium of claim 11, comprising instructions that cause the one or more processors to:

receive one or more additional user inputs indicative of applying a filter to the plurality of graphical icons displayed in the services dashboard, wherein the filter is associated with an issue associated with a subset of the respective service records; and

modify the GUI to display a subset of the plurality of graphical icons associated with the subset of the respective service records.