INTEGRATED INCIDENT MANAGEMENT FOR HYBRID LANDSCAPES

• US 20130159427A1
• Filed: 12/16/2011
• Published: 06/20/2013
• Est. Priority Date: 12/16/2011
• Status: Active Grant

• Current Assignee: SAP SE
• Original Assignee: SAP AG (SAP SE)
• Inventors: Jahr, Andreas, Decker, Michael, Vormbrock, Stefan
• Granted Patent: US 9,722,890 B2
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: H04L 41/5064 Customer relationship management
• CPC Class Codes: H04L 41/5074 Handling of user complaints or trouble tickets

Abstract

Systems and methods to provide integrated incident management for hybrid landscapes are provided. In example embodiments, an incident ticket is received, at a communication hub, from a first component of a first landscape indicating an incident. A second component in a second landscape is determined to which to route incident information including the incident ticket. The determination of the second component is based on an attribute extracted from the incident ticket. The incident information is transmitted to the second component by the communication hub. A solution for the incident ticket is received from the second component based on the second component having the solution or is received from a component of a service backbone based on the component of the service backbone having the solution by the communication hub, and the solution is forwarded to at least one of the first component or the second component.

Claims

1. A method comprising:

receiving, at a communication hub, an incident ticket from a first component of a first landscape indicating an incident;

determining, using a processor of the communication hub, a second component in a second landscape to which incident information including the incident ticket is to be routed, the determining based on an attribute extracted from the incident ticket, the first landscape and the second landscape comprising a customer on-premise landscape having an on-premise system and a service provider landscape having an on-demand system providing a service to the on-premise system;

transmitting the incident information to the second component;

receiving a solution for the incident ticket from the second component based on the second component having the solution;

receiving the solution for the incident ticket from a component of a service backbone based on the component of the service backbone having the solution; and

forwarding the solution to at least one of the first component or the second component.

2. The method of claim 1, further comprising maintaining a record of communications related to the incident ticket.

3. The method of claim 2, further comprising using the record of communications to determine routing of a communication subsequent to the transmission of the incident information.

4. The method of claim 1, further comprising extracting a system identifier, the system identifier being an identifier within a system data application which identifies a system associated with the first component experiencing the incident.

5. The method of claim 4, further comprising using the system identifier to determine the second component to route the incident information by matching the system identifier to component information stored in a database associated with the communication hub.

6. The method of claim 1, further comprising:

receiving management information from a customer IT manager regarding an on-premise system the customer IT manager manages at the customer on-premise landscape; and

storing the management information in a database associated with the communication hub.

7. The method of claim 6, wherein the determining comprises:

extracting attributes from the incident ticket; and

determining the customer IT manager associated with the customer on-premise landscape affected by the incident.

8. The method of claim 1, further comprising receiving a confirmation for the solution from one component and forwarding the confirmation to remaining components involved with the incident.

9. The method of claim 1, wherein the first component is a customer IT manager and the second component is the on-demand system, the incident occurring at the on-demand system, and wherein:

the receiving of the solution comprises receiving the solution from an on-demand support system of the service backbone by the communication hub.

10. The method of claim 9, further comprising receiving a confirmation of the solution from one of the on-demand system or the customer IT manager.

11. The method of claim 1, further comprising selecting the component of the service backbone from which to request a solution based on a location of a cause of the incident, the component of the service backbone comprising one of an on-demand support system or an on-premise support system.

12. The method of claim 1, wherein the first component is the on-demand system and the second component is a customer IT manager, the incident occurring at the on-premise system, and wherein:

the receiving of the solution comprises receiving the solution from an on-premise support system of the service backbone by the communication hub.

13. The method of claim 1, further comprising sending incident status updates to components involved with the incident.

14. The method of claim 1, further comprising formatting a communication including the incident information from a first format of the first component to a second format of the second component.

15. A system comprising:

a processor of a communication hub;

a communication module configured to receive an incident ticket from a first component of a first landscape indicating an incident; and

a routing module configured to determine, using the processor of the communication hub, a second component in a second landscape to which incident information including the incident ticket is to be routed, the determining based on an attribute extracted from the incident ticket, the first landscape and the second landscape comprising a customer on-premise landscape and a service provider landscape having an on-demand system providing a service to the customer on-premise landscape,

the communication module further configured to transmit the incident information to the second component, receive a solution for the incident ticket from the second component based on the second component having the solution, receive a solution from a component of a service backbone based on the component of the service backbone having the solution, and forward the solution to at least one of the first component or the second component.

16. The system of claim 15, further comprising an identifier module configured to extract a system identifier, the system identifier being an identifier within a system data application which identifies a system associated with the first component experiencing the incident.

17. The system of claim 15, further comprising a master data database storing management information from a customer IT manager regarding an on-premise system the customer IT manager manages at the customer on-premise landscape.

18. The system of claim 15, further comprising a format module configured to format a communication including the incident information from a first format of the first component to a second format of the second component.

19. A non-transitory machine-readable medium in communication with at least one processor, the non-transitory machine-readable storage medium storing instructions, which when executed by the at least one processor of a machine, cause the machine to perform operations comprising:

receiving, at a communication hub, an incident ticket from a first component of a first landscape indicating an incident;

determining a second component in a second landscape to which incident information including the incident ticket is to be routed, the determining based on an attribute extracted from the incident ticket, the first landscape and the second landscape comprising a customer on-premise landscape having an on-premise system and a service provider landscape having an on-demand system providing a service to the on-premise system;

transmitting the incident information to the second component;

receiving a solution for the incident ticket from the second component based on the second component having the solution;

receiving the solution for the incident ticket from a component of a service backbone based on the component of the service backbone having the solution; and

forwarding the solution to at least one of the first component or the second component.

20. The non-transitory machine-readable medium of claim 19, wherein the operations further comprise:

extracting a system identifier, the system identifier being an identifier within a system data application which identifies a system associated with the first component experiencing the incident; and

using the system identifier to determine the second component to route the incident information by matching the system identifier to component information stored in a database associated with the communication hub.