Systems and methods for it services and social knowledge management using perspectives

• US 9,495,062 B1
• Filed: 06/27/2013
• Issued: 11/15/2016
• Est. Priority Date: 06/28/2012
• Status: Active Grant

• Current Assignee: ITInvolve, Inc.
• Original Assignee: ITInvolve, Inc.
• Inventors: Sharpe, Michael, Reiner, Rob
• Primary Examiner(s): Chow, Doon
• Assistant Examiner(s): Pack, Conrad
• Application Number:
  US13/929,466
• Time in Patent Office: 1,237 Days
• Field of Search: 715/744
• US Class Current: 1/1
• CPC Class Codes: G06F 3/0481 based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: H04L 51/52 for supporting social networking services

Abstract

A perspective management system configured for providing a perspective editor through which users in the IT environment can build perspectives. A perspective specifies a set of IT objects representing a portion of the IT environment that a user or a group of users care about. The perspective management system implements a social networking paradigm. As such, each IT object has an activity stream configured for capturing communications, notifications, and knowledge related to the IT object. Perspectives are themselves IT objects. Therefore, each perspective also has an activity stream. In response to a request from a client device such as for an impact analysis on a change, an incident, or a problem, the system constructs a graphical view for display on the client device showing a potential impact on objects in one or more of the perspectives involved.

Claims

1. A method for information technology (IT) services and social knowledge management using perspectives, comprising:

receiving, by a perspective management system via a user interface, an instruction from a user to build a perspective;

instantiating an IT object and an activity stream, the IT object representing the perspective, the instantiating performed by the perspective management system running on one or more server machines in the IT environment;

responsive to a specific IT object in the IT environment being selected via the user interface, performing a relationship based search in which IT objects within a certain degree of the selected specific IT object are searched and presented on the user interface;

responsive to an invocation of a function via the user interface, adding a set of IT objects currently presented on the user interface into the perspective such that the set of IT objects in the perspective represents a portion of the IT environment that is uniquely of interest to a group or the user, the activity stream configured for capturing communications, notifications, and knowledge relating to the set of IT objects, enabling collaboration between users, and facilitating entry and maintenance of information associated with the set of IT objects, each physical or non-physical object in the IT environment represented by an IT object, the each IT object in the IT environment having a one-to-one relationship with an associated activity stream configured for capturing communications, notifications, and knowledge related to the each IT object, the associated activity stream instantiated when the each IT object was created;

storing the IT object representing the perspective in an object store, the object store storing perspectives of the IT environment, each perspective of the perspectives having an associated activity stream instantiated when the each perspective was created;

in response to a request from a client device communicatively connected to the one or more server machines over a network, the perspective management system initiating a change request, the change request relating to a requested change to one or more IT objects in the IT environment;

in response to an impact analysis request from a client device communicatively connected to the one or more server machines over a network, the perspective management system constructing a graphical view for display on the client device showing a potential impact of the change request on IT objects in one or more perspectives of the perspectives; and

in response to an approval of the change request to make the requested change to the one or more IT objects in the IT environment, the perspective management system automatically generating a post about the approval of the change request and placing the post in an activity stream of a perspective of the perspectives.

2. The method according to claim 1, further comprising:

in response to a change to a perspective, automatically updating the activity stream of the perspective about the change to the perspective.

3. The method according to claim 2, wherein the change to the perspective is caused by application of a relationship rule to a specific part of the perspective.

4. The method according to claim 1, further comprising:

in response to a change to an IT object in a perspective, automatically updating the activity stream of the IT object and the activity stream of the perspective about the change to the IT object.

5. The method according to claim 1, wherein at least two of the perspectives overlap.

6. The method according to claim 1, wherein at least one perspective of the perspectives is built using a relationship based search in which all objects within a certain degree of a selected object are searched and pulled into the at least one perspective.

7. A computer program product comprising at least one non-transitory computer readable medium storing instructions translatable by one or more server machines to perform:

receiving by a perspective management system via a perspective editor having a user interface, an instruction from a user to build a perspective;

instantiating an IT object and an activity stream, the IT object representing the perspective in an IT environment;

responsive to a specific IT object in the IT environment being selected via the user interface, performing a relationship based search in which IT objects within a certain degree of the selected specific IT object are searched and presented on the user interface;

responsive to an invocation of a function via the user interface, adding a set of IT objects currently presented on the user interface into the perspective such that the set of IT objects in the perspective represents a portion of the IT environment that is uniquely of interest to a group or the user, the activity stream configured for capturing communications, notifications, and knowledge relating to the set of IT objects, enabling collaboration between users, and facilitating entry and maintenance of information associated with the set of IT objects, each physical or non-physical object in the IT environment represented by an IT object, each IT object in the IT environment having a one-to-one relationship with an associated activity stream configured for capturing communications, notifications, and knowledge related to the each IT object, the associated activity stream instantiated when the each IT object was created;

storing the each IT object representing the perspective in an object store, the object store storing perspectives of the IT environment, each perspective of the perspectives having an associated activity stream instantiated when the each perspective was created;

in response to a request from a client device communicatively connected to the one or more server machines over a network, the perspective management system initiating a change request, the change request relating to a requested change to one or more IT objects in the IT environment;

in response to an impact analysis request from a client device communicatively connected to the one or more server machines over a network, constructing a graphical view for display on the client device showing a potential impact of the change request on IT objects in one or more of the perspectives of the perspectives; and

in response to an approval of the change request to make the requested change to the one or more IT objects in the IT environment, the perspective management system automatically generating a post about the approval of the change request and placing the post in an activity stream of a perspective of the perspectives.

8. The computer program product of claim 7, wherein the instructions are further translatable by the one or more server machines to perform:

in response to a change to a perspective, automatically updating the activity stream of the perspective about the change to the perspective.

9. The computer program product of claim 8, wherein the change to the perspective is caused by application of a relationship rule to a specific part of the perspective.

10. The computer program product of claim 7, wherein the instructions are further translatable by the one or more server machines to perform:

in response to a change to an IT object in a perspective, automatically updating the activity stream of the IT object and the activity stream of the perspective about the change to the IT object.

11. The computer program product of claim 7, wherein at least two of the perspectives overlap.

12. The computer program product of claim 7, wherein at least one perspective of the perspectives is built using a relationship based search in which all objects within a certain degree of a selected object are searched and pulled into the at least one perspective.

13. A system for information technology (IT) services and social knowledge management using perspectives, comprising:

a data storage device storing IT objects representing physical and non-physical objects in the IT environment, with each IT object of the IT objects representing one of the physical and non-physical objects in the IT environment, the physical objects including animate and non-animate objects; and

one or more server machines communicatively connected to the data storage device, the one or more server machines executing a perspective management system configured for;

receiving, by a perspective management system via a perspective editor having a user interface, an instruction from a user to build a perspective;

instantiating an IT object and an activity stream, the IT object representing the perspective in the IT environment;

responsive to a specific IT object in the IT environment being selected via the user interface, performing a relationship based search in which IT objects within a certain degree of the selected specific IT object are searched and presented on the user interface;

responsive to an invocation of a function via the user interface, adding a set of IT objects currently presented on the user interface into the perspective such that the set of IT objects in the perspective represents a portion of the IT environment that is uniquely of interest to a group or the user, the activity stream configured for capturing communications, notifications, and knowledge relating to the set of IT objects, enabling collaboration between users, and facilitating entry and maintenance of information associated with the set of IT objects, each physical or non-physical object in the IT environment represented by an IT object, the each IT object having a one-to-one relationship with an associated activity stream configured for capturing communications, notifications, and knowledge related to the each IT object, the associated activity stream instantiated when the each IT object was created;

storing the IT object representing the perspective in an object store, the object store storing perspectives of the IT environment, each perspective of the perspectives having an associated activity stream instantiated when the each perspective was created;

in response to a request from a client device communicatively connected to the one or more server machines over a network, the perspective management system initiating a change request, the change request relating to a requested change to one or more IT objects in the IT environment;

in response to an impact analysis request from a client device communicatively connected to the one or more server machines over a network, constructing a graphical view for display on the client device showing a potential impact of the change request on IT objects in one or more of the perspectives of the perspectives; and

in response to an approval of the change request to make the requested change to the one or more IT objects in the IT environment, the perspective management system automatically generating a post about the approval of the change request and placing the post in an activity stream of a perspective of the perspectives.

14. The system of claim 13, wherein in response to a change to a perspective, the activity stream of the perspective is automatically updated to reflect the change to the perspective.

15. The system of claim 14, wherein the change to the perspective is caused by application of a relationship rule to a specific part of the perspective.

16. The system of claim 14, wherein the change to the perspective is caused by removal of an object from the perspective or addition of an object to the perspective.

17. The system of claim 13, wherein in response to a change to an IT object in a perspective, the activity stream of the IT object and the activity stream of the perspective are automatically updated to reflect the change to the IT object in the perspective.

18. The system of claim 13, wherein at least two of the perspectives overlap.

19. The system of claim 13, wherein at least one perspective of the perspectives is built using a relationship based search in which all objects within a certain degree of a selected object are searched and pulled into the at least one perspective.

20. The system of claim 13, wherein each perspective of the perspectives is an IT object having an activity stream configured for capturing communications, notifications, and knowledge related to the perspective.