MAJOR PROBLEM REVIEW AND TRENDING SYSTEM

• US 20080062885A1
• Filed: 09/12/2006
• Published: 03/13/2008
• Est. Priority Date: 09/12/2006
• Status: Abandoned Application

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Corporation
• Inventors: Justus, Darren C., Moon, Carroll W., Baxter, Gary J., Pallini, Susan, Applegate, Thomas D., Myerson, Neal R.
• Application Number:
  US11/531,250
• Publication Number:
  US 20080062885A1
• Time in Patent Office: Days
• US Class Current: 370/244
• CPC Class Codes: H04L 41/16 using machine learning or artificial intelligence
• CPC Class Codes: H04L 41/5003 Managing SLA; Interaction between SLA and QoS
• CPC Class Codes: H04L 41/5012 determining service availability, e.g. which services are available at a certain point in time

Abstract

Technology is disclosed for implementing a major problem review process. Incidents are recorded in a common data schema and the data is then used to facilitate an IT organization'"'"'s major problem review process. Reporting is provided on the data in a format that allows trend information to be readily compiled. The format allows tracking both a primary root cause and an exacerbating cause of an incident or problem. Incidents can be recorded in relation to a group of elements having a common characteristic. The technology includes facilities for tracking downtime minutes by server, service, and database.

Claims

1. A method for reviewing problems in a computing environment, comprising:

organizing the computing environment into a logical representation characterized by groups of elements sharing at least one common characteristic;

identifying data for each incident affecting one or more elements in the computing environment in relation to at least one group of elements; and

storing data for each incident in a common record format including an association of the incident with other groups of elements affected by the change.

2. The method of claim 1 further including storing at least one of a primary root cause and a secondary root cause for each incident.

3. The method of claim 2 further including the step of associating the primary or secondary cause with a people, process or technology cause.

4. The method of claim 3 further including the step of reporting the primary or secondary cause as a function of the people, process or technology causes.

5. The method of claim 3 wherein the common data record includes a people recommendation field, a process recommendation field and a technology recommendation field.

6. The method of claim 1 wherein the common record format includes at least one of a server downtime, a service downtime and/or a database downtime.

7. The method of claim 6 wherein the common record format includes each of a server downtime, a service downtime and/or a database downtime for each incident.

8. The method of claim 6 further including the step of associating each of a server downtime, a service downtime and/or a database downtime with a people, process or technology cause.

9. The method of claim 8 further including the step of reporting each of said server downtime, service downtime and/or database downtime in relation to the a people, process or technology cause.

10. The method of claim 1 wherein the step of recording includes recording at least one action item.

11. A computer-readable medium having stored thereon a data structure, comprising:

(a) a first data field containing data identifying an incident;

(b) at least a second data field associated with the first data field identifying a group of components of an IT infrastructure associated with the incident; and

(c) a third data field identifying at least one root cause for the incident, each root cause being classified as a people cause, process cause or technology cause.

12. The computer readable medium of claim 11 wherein the structure includes at least at least a fourth data field identifying a number of server downtime minutes, a number of service downtime minutes and/or a number of database downtime minutes.

13. The computer readable medium of claim 11 wherein the second data filed identifies one of at least a service impacted, a domain impacted, a datacenter impacted and/or a service component impacted.

14. The computer readable medium of claim 11 wherein the structure includes at least a field identifying a primary root cause and a secondary root cause.

15. The computer readable medium of claim 11 wherein the structure further includes a data field including one of at least a recommendation to correct a people cause of an incident, a recommendation to correct a process cause of an incident, and/or a recommendation to correct a technology cause of an incident.

16. The computer readable medium of claim 11 wherein the structure includes at least one data field including one or more action items.

17. A computer-readable medium having computer-executable instructions for performing steps comprising:

providing an input interface including a common schema for storing incident data in a manner which associates the incident data with one or more elements in the computing environment;

receiving one or more data records recording incidents in the computing environment in relation to at least one group of elements; and

outputting a major problem review scorecard including an analysis of service, server and database downtime.

18. The computer readable medium of claim 17 wherein the step of outputting includes outputting a report indicating one or more of the total service, server and database downtime, and the relative amount of service, server and database downtime in relation to root causes of incidents.

19. The computer readable medium of claim 18 wherein the root causes are classified as a people cause, process cause or technology cause.

20. The computer readable medium of claim 17 wherein the step of outputting includes outputting one or more graphs illustrating incidents in relation to at least one of:

a service impacted, a component impacted, and/or server, service and database downtime by case and/or root cause.