Patents by Inventor Bruce Walthers
Bruce Walthers has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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Patent number: 11551105Abstract: Client instance data including a plurality of incidents and a plurality of knowledge elements comprising information relating to resolving one or more of the plurality of incidents is obtained. A validation set is built based on the obtained client instance data, the validation set including fingerprint data of plural fingerprints of known incident-knowledge relationships, each of fingerprint representing a link between one of the incidents and one of the knowledge elements used for resolving the incident. A knowledge element class is predicted from among plural knowledge element classes for each of knowledge element based on the built validation set, the plural knowledge element classes being defined based on respective threshold values indicating a quality of coverage provided by a knowledge element for resolving an incident. Classification data of the plural knowledge elements classified into the plural knowledge element classes is presented with the obtained client instance data.Type: GrantFiled: April 20, 2018Date of Patent: January 10, 2023Assignee: ServiceNow, Inc.Inventors: Bruce Walthers, Mukund Ramachandran, Lingzhu Li, Abhay Kulkarni
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Publication number: 20220292415Abstract: An example embodiment includes determining, from a target set of incident reports, a set of putative steps; determining a set of playbook steps by identifying a set of clusters within the set of putative steps, wherein each playbook step of the set of playbook steps corresponds to a respective cluster within the identified set of clusters, and wherein each cluster within the identified set of clusters contains at least one putative step of the set of putative steps; determining a sequence for the set of playbook steps based on an ordering of the putative steps within the target set of incident reports and the correspondences between the putative steps and the identified set of clusters; and displaying, on a user interface, an indication of the set of playbook steps according to the determined sequence for the set of playbook steps.Type: ApplicationFiled: March 10, 2021Publication date: September 15, 2022Inventors: Bruce Walthers, Dinesh Kumar Kishorkumar Surapaneni, Jeevan Anand Anne, Abhay Kulkarni, Sheeba Srinivasan
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Patent number: 11222290Abstract: A system may include persistent storage containing representations of requests associated with a managed network. The persistent storage may include lists of capabilities associated with agents, and each request may include a textual description of a situation experienced by a user and a resolution of the situation by a particular agent. A computing device may obtain a set of requests from the persistent storage, apply an unsupervised machine learning clustering technique to textual descriptions included in the set of requests, and arrange the requests into groups such that each group contains requests including textual descriptions with at least a threshold degree of similarity to one another. The computing device may perform, for the requests in a particular group, a textual analysis on associated resolutions to identify capabilities used by agents to resolve the requests, and update the lists of capabilities to associate the capabilities with agents that used them.Type: GrantFiled: March 18, 2019Date of Patent: January 11, 2022Assignee: ServiceNow, Inc.Inventors: Manjeet Singh, Bruce Walthers, Lingzhu Li, Jeevan Anand Anne
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Patent number: 11062324Abstract: Client instance data including a plurality of incidents is obtained, each incident including a plurality of fields. A target field and an evaluation field are selected from among the plural fields. The plurality of incidents are grouped into a plurality of clusters based on a degree of a natural language text similarity of respective target fields in the plurality of incidents. A quality value is determined for each of the plurality of clusters based on the degree of the natural language text similarity of respective target fields in grouped incidents of the cluster from among the plurality of incidents, and based on respective evaluation fields. Each of the plurality of clusters is ranked based on the respective quality value of the cluster and a number of the grouped incidents of the cluster. At least one of the ranked plurality of clusters is identified to perform a service management operation.Type: GrantFiled: July 16, 2019Date of Patent: July 13, 2021Assignee: ServiceNow, Inc.Inventors: Bruce Walthers, Abhay Kulkarni, Mukund Ramachandran, Darius Koohmarey
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Publication number: 20200302364Abstract: A system may include persistent storage containing representations of requests associated with a managed network. The persistent storage may include lists of capabilities associated with agents, and each request may include a textual description of a situation experienced by a user and a resolution of the situation by a particular agent. A computing device may obtain a set of requests from the persistent storage, apply an unsupervised machine learning clustering technique to textual descriptions included in the set of requests, and arrange the requests into groups such that each group contains requests including textual descriptions with at least a threshold degree of similarity to one another. The computing device may perform, for the requests in a particular group, a textual analysis on associated resolutions to identify capabilities used by agents to resolve the requests, and update the lists of capabilities to associate the capabilities with agents that used them.Type: ApplicationFiled: March 18, 2019Publication date: September 24, 2020Inventors: Manjeet Singh, Bruce Walthers, Lingzhu Li, Jeevan Anand Anne
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Patent number: 10685359Abstract: Client instance data including a plurality of incidents is obtained, each incident including a plurality of fields. A target field and an evaluation field are selected from among the plural fields. The plurality of incidents are grouped into a plurality of clusters based on a degree of a natural language text similarity of respective target fields in the plurality of incidents. A quality value is determined for each of the plurality of clusters based on the degree of the natural language text similarity of respective target fields in grouped incidents of the cluster from among the plurality of incidents, and based on respective evaluation fields. Each of the plurality of clusters is ranked based on the respective quality value of the cluster and a number of the grouped incidents of the cluster. At least one of the ranked plurality of clusters is identified to perform a service management operation.Type: GrantFiled: October 3, 2017Date of Patent: June 16, 2020Assignee: ServiceNow, Inc.Inventors: Bruce Walthers, Abhay Kulkarni, Mukund Ramachandran, Darius Koohmarey
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Publication number: 20200013070Abstract: Client instance data including a plurality of incidents is obtained, each incident including a plurality of fields. A target field and an evaluation field are selected from among the plural fields. The plurality of incidents are grouped into a plurality of clusters based on a degree of a natural language text similarity of respective target fields in the plurality of incidents. A quality value is determined for each of the plurality of clusters based on the degree of the natural language text similarity of respective target fields in grouped incidents of the cluster from among the plurality of incidents, and based on respective evaluation fields. Each of the plurality of clusters is ranked based on the respective quality value of the cluster and a number of the grouped incidents of the cluster. At least one of the ranked plurality of clusters is identified to perform a service management operation.Type: ApplicationFiled: July 16, 2019Publication date: January 9, 2020Inventors: Bruce Walthers, Abhay Kulkarni, Mukund Ramachandran, Darius Koohmarey
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Publication number: 20190325323Abstract: Client instance data including a plurality of incidents and a plurality of knowledge elements comprising information relating to resolving one or more of the plurality of incidents is obtained. A validation set is built based on the obtained client instance data, the validation set including fingerprint data of plural fingerprints of known incident-knowledge relationships, each of fingerprint representing a link between one of the incidents and one of the knowledge elements used for resolving the incident. A knowledge element class is predicted from among plural knowledge element classes for each of knowledge element based on the built validation set, the plural knowledge element classes being defined based on respective threshold values indicating a quality of coverage provided by a knowledge element for resolving an incident. Classification data of the plural knowledge elements classified into the plural knowledge element classes is presented with the obtained client instance data.Type: ApplicationFiled: April 20, 2018Publication date: October 24, 2019Inventors: Bruce Walthers, Mukund Ramachandran, Lingzhu Li, Abhay Kulkarni
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Patent number: 10417644Abstract: Client instance data including a plurality of incidents is obtained, each incident including a plurality of fields. A target field and an evaluation field are selected from among the plural fields. The plurality of incidents are grouped into a plurality of clusters based on a degree of a natural language text similarity of respective target fields in the plurality of incidents. A quality value is determined for each of the plurality of clusters based on the degree of the natural language text similarity of respective target fields in grouped incidents of the cluster from among the plurality of incidents, and based on respective evaluation fields. Each of the plurality of clusters is ranked based on the respective quality value of the cluster and a number of the grouped incidents of the cluster. At least one of the ranked plurality of clusters is identified to perform a service management operation.Type: GrantFiled: August 9, 2018Date of Patent: September 17, 2019Assignee: ServiceNow, Inc.Inventors: Bruce Walthers, Abhay Kulkarni, Mukund Ramachandran, Darius Koohmarey
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Patent number: 10354257Abstract: Client instance data including a plurality of incidents is obtained, each incident including a plurality of fields. A target field and an evaluation field are selected from among the plural fields. The plurality of incidents are grouped into a plurality of clusters based on a degree of a natural language text similarity of respective target fields in the plurality of incidents. A quality value is determined for each of the plurality of clusters based on the degree of the natural language text similarity of respective target fields in grouped incidents of the cluster from among the plurality of incidents, and based on respective evaluation fields. Each of the plurality of clusters is ranked based on the respective quality value of the cluster and a number of the grouped incidents of the cluster. At least one of the ranked plurality of clusters is identified to perform a service management operation.Type: GrantFiled: March 29, 2018Date of Patent: July 16, 2019Assignee: SERVICENOW, INC.Inventors: Bruce Walthers, Abhay Kulkarni, Mukund Ramachandran, Darius Koohmarey
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Publication number: 20180365700Abstract: Client instance data including a plurality of incidents is obtained, each incident including a plurality of fields. A target field and an evaluation field are selected from among the plural fields. The plurality of incidents are grouped into a plurality of clusters based on a degree of a natural language text similarity of respective target fields in the plurality of incidents. A quality value is determined for each of the plurality of clusters based on the degree of the natural language text similarity of respective target fields in grouped incidents of the cluster from among the plurality of incidents, and based on respective evaluation fields. Each of the plurality of clusters is ranked based on the respective quality value of the cluster and a number of the grouped incidents of the cluster. At least one of the ranked plurality of clusters is identified to perform a service management operation.Type: ApplicationFiled: August 9, 2018Publication date: December 20, 2018Inventors: Bruce Walthers, Abhay Kulkarni, Mukund Ramachandran, Darius Koohmarey
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Publication number: 20180322509Abstract: Client instance data including a plurality of incidents is obtained, each incident including a plurality of fields. A target field and an evaluation field are selected from among the plural fields. The plurality of incidents are grouped into a plurality of clusters based on a degree of a natural language text similarity of respective target fields in the plurality of incidents. A quality value is determined for each of the plurality of clusters based on the degree of the natural language text similarity of respective target fields in grouped incidents of the cluster from among the plurality of incidents, and based on respective evaluation fields. Each of the plurality of clusters is ranked based on the respective quality value of the cluster and a number of the grouped incidents of the cluster. At least one of the ranked plurality of clusters is identified to perform a service management operation.Type: ApplicationFiled: March 29, 2018Publication date: November 8, 2018Inventors: Bruce Walthers, Abhay Kulkarni, Mukund Ramachandran, Darius Koohmarey
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Publication number: 20180322508Abstract: Client instance data including a plurality of incidents is obtained, each incident including a plurality of fields. A target field and an evaluation field are selected from among the plural fields. The plurality of incidents are grouped into a plurality of clusters based on a degree of a natural language text similarity of respective target fields in the plurality of incidents. A quality value is determined for each of the plurality of clusters based on the degree of the natural language text similarity of respective target fields in grouped incidents of the cluster from among the plurality of incidents, and based on respective evaluation fields. Each of the plurality of clusters is ranked based on the respective quality value of the cluster and a number of the grouped incidents of the cluster. At least one of the ranked plurality of clusters is identified to perform a service management operation.Type: ApplicationFiled: October 3, 2017Publication date: November 8, 2018Inventors: Bruce Walthers, Abhay Kulkarni, Mukund Ramachandran, Darius Koohmarey
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Publication number: 20080301966Abstract: A system for installing lap siding includes a stationary installation tool used in conjunction with a moveable installation tool to enable a single worker to efficiently and consistently achieve a high quality installation with parallel planks and a uniform exposure. The stationary installation tool features a planar face, a first stationary edge support, a second stationary edge support and an attachment component such as an aperture for receiving a nail or screw. The first stationary edge support and second stationary edge support define a determined overlap or exposure. The moveable installation tool has a planar face, a first moveable edge support and a second moveable edge support. The first moveable edge support and second moveable edge support are configured to define a determined overlap or exposure consistent with that defined by the first stationary edge support and second stationary edge support.Type: ApplicationFiled: June 8, 2007Publication date: December 11, 2008Inventor: Bruce Walther