ServiceNow‘s patent involves a method using machine learning to correlate IT changes with detected phenomena in machine-generated data. By training a model on past matches, the system can identify root causes of issues and track changes in IT systems efficiently. GlobalData’s report on ServiceNow gives a 360-degree view of the company including its patenting strategy. Buy the report here.

According to GlobalData’s company profile on ServiceNow, Network traffic analysis was a key innovation area identified from patents. ServiceNow's grant share as of January 2024 was 74%. Grant share is based on the ratio of number of grants to total number of patents.

Machine learning model for correlating it changes with detected phenomena

Source: United States Patent and Trademark Office (USPTO). Credit: ServiceNow Inc

A recently granted patent (Publication Number: US11886276B2) outlines a method that involves training a machine learning model to identify matches between different phenomena detected in machine-generated data and corresponding root cause information technology changes. The method includes receiving a specification of an information technology change, analyzing its features, tracking it in a data structure, and analyzing machine-generated computer log data to identify a change. By providing the features of both the information technology change and the identified change to the trained model, the method can identify a match based on the model's result. The patent also covers performing responsive actions, such as generating service request tickets, based on the identified matches.

Furthermore, the patent describes a system and a computer program product that implement the method outlined in the claims. The system includes processors configured to train the machine learning model, receive specifications of information technology changes, analyze features, track changes, and identify matches based on the model's result. The system can also automatically generate service request tickets in response to identified matches. The computer program product, embodied in a non-transitory computer-readable storage medium, includes instructions for training the machine learning model, analyzing information technology changes and computer log data, and identifying matches based on the model's result. Overall, the patent details a comprehensive approach to leveraging machine learning for identifying matches between information technology changes and machine-generated data, with potential applications in anomaly resolution and IT service management.

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GlobalData Patent Analytics tracks bibliographic data, legal events data, point in time patent ownerships, and backward and forward citations from global patenting offices. Textual analysis and official patent classifications are used to group patents into key thematic areas and link them to specific companies across the world’s largest industries.