US-12625727-B2 - Change management intelligent reconciliation

Abstract

A computer system for a change management intelligent reconciliation platform configured to support the change management process. The computer system includes a task mining agent, an intelligence reconnaissance service, an insight service, and a notification service. The task mining agent is programmed to passively log user actions related to a change request. The intelligence reconnaissance service filters the logged actions and identifies patterns and anomalies in user behavior. The insight service analyzes the differences between the filtered actions and one or more prescribed actions related to the change request, and generates one or more reconciliation insights based on the results of the analysis. The notification service generates one or more notifications regarding the generated reconciliation insights to provides valuable insights into user behavior data and to aid in identifying potential risks or issues during the change implementation process.

Inventors

• Azita Asefi
• Preet Pratik Panda

Assignees

• WELLS FARGO BANK, N.A.

Dates

Publication Date

20260512

Application Date

20230606

Claims (18)

1. 1 . A computer system, comprising: one or more processors; and non-transitory computer readable storage media encoding instructions which, when executed by the one or more processors, causes the computer system to create: a task mining agent programmed to passively log actions performed by a user related to a change request, wherein the task mining agent is configured to operate with minimal system resource consumption while running in a background; an intelligence reconnaissance service programmed to filter the logged actions, wherein the intelligence reconnaissance service is configured to use one or more machine learning algorithms to analyze user behavior data and identify patterns and anomalies in the logged actions; an insight service configured to analyze differences between the filtered actions and one or more prescribed actions related to the change request to generate one or more reconciliation insights; and a notification service configured to generate one or more notifications regarding the one or more reconciliation insights, wherein the notification service is configured to generate real-time alerts during implementation of the change request, and wherein the real-time alerts identify whether actions taken during the implementation deviate from the one or more prescribed actions.
2. 2 . The computer system of claim 1 , wherein the task mining agent is configured to capture user interactions and system events performed or executed by a class of users.
3. 3 . The computer system of claim 1 , wherein the logged actions related to the change request include at least one of interactions with a mouse, keystrokes on a keyboard, interacting with a touch screen, selecting an option from a dropdown menu, scrolling through a webpage or document, using keyboard shortcuts to perform the logged actions, moving the mouse to a specific location on a display, dragging and dropping files or other objects, copying and pasting text or other content, or changing a layout of an interface.
4. 4 . The computer system of claim 1 , wherein the task mining agent is configured to at least one of use less than about 5% of the one or more processors, use less than about 50-100 Megabytes (MB) of memory, or use less than about 100-500 MB of disk space for installation and operation when running in the background.
5. 5 . The computer system of claim 1 , wherein the intelligence reconnaissance service is configured to identify activities related to the change request through contextual analysis.
6. 6 . The computer system of claim 1 , wherein the one or more reconciliation insights include information regarding whether specific tasks associated with the change request have been performed.
7. 7 . The computer system of claim 1 , wherein the one or more reconciliation insights include information regarding whether an action taken in response to the change request creates a system vulnerability.
8. 8 . The computer system of claim 1 , wherein the insight service is configured to analyze code or configuration changes made in response to the change request for comparison to known vulnerability patterns or standards.
9. 9 . The computer system of claim 1 , wherein the one or more notifications further include at least one of a summary report or a custom notification.
10. 10 . A computer program product residing on a non-transitory computer readable medium having a plurality of instructions stored thereon, which when executed by a processor, cause the processor to perform operations comprising: passively logging, by a task mining agent, actions performed by a user related to a change request, wherein the task mining agent is configured to operate with minimal system resource consumption while running in a background; filtering, by an intelligence reconnaissance service, the logged actions, wherein the intelligence reconnaissance service is configured to use one or more machine learning algorithms to analyze user behavior data and identify patterns and anomalies in the logged actions; analyzing differences between the filtered actions and one or more prescribed actions related to the change request to generate one or more reconciliation insights; and generating one or more notifications regarding the one or more reconciliation insights, wherein the one or more notifications include real-time alerts that are generated during implementation of the change request, and wherein the real-time alerts identify whether actions taken during the implementation deviate from the one or more prescribed actions.
11. 11 . The computer program product of claim 10 , further comprising capturing user interactions and system events performed or executed by a class of users.
12. 12 . The computer program product of claim 10 , wherein the logged actions related to the change request include at least one of interactions with a mouse, keystrokes on a keyboard, interacting with a touch screen, selecting an option from a dropdown menu, scrolling through a webpage or document, using keyboard shortcuts to perform the logged actions, moving the mouse to a specific location on a display, dragging and dropping files or other objects, copying and pasting text or other content, or changing a layout of an interface.
13. 13 . The computer program product of claim 10 , further comprising identifying activities related to the change request through contextual analysis.
14. 14 . The computer program product of claim 10 , wherein the one or more reconciliation insights include information regarding whether specific tasks associated with the change request have been performed.
15. 15 . The computer program product of claim 10 , wherein the one or more reconciliation insights include information regarding whether an action taken in response to the change request creates a system vulnerability.
16. 16 . The computer program product of claim 10 , wherein an insight service is configured to analyze code or configuration changes made in response to the change request for comparison to known vulnerability patterns or standards.
17. 17 . The computer program product of claim 10 , wherein the one or more notifications further include at least one of a summary report or a custom notification.
18. 18 . A computer implemented method, executed on a computing device, comprising: passively logging, by a task mining agent, actions performed by a user related to a change request, wherein the task mining agent is configured to operate with minimal system resource consumption while running in a background; filtering, by an intelligence reconnaissance service, the logged actions, wherein the intelligence reconnaissance service is configured to use one or more machine learning algorithms to analyze user behavior data and identify patterns and anomalies in the logged actions; analyzing differences between the filtered actions and one or more prescribed actions related to the change request to generate one or more reconciliation insights; and generating one or more notifications regarding the one or more reconciliation insights, wherein the one or more notifications include real-time alerts that are generated during implementation of the change request, and wherein the real-time alerts identify whether actions taken during the implementation deviate from the one or more prescribed actions.

Description

BACKGROUND When a task is performed on a server, the support team creates a change request and task to document the supporting work, which includes an implementation plan based on previous events or a standard operating procedure. The problem is that even though the actual steps are laid out, there is no way to confirm the actual activity that was performed on the server by the support team. SUMMARY A lightweight, configurable task mining agent can be used to passively log events/actions that a user performs on the server. The task mining agent then notifies an intelligence reconnaissance service and insight service that uses one or more custom Artificial Intelligence (AI), Machine Learning/Natural Language Processing (ML/NLP) models and/or decision engines to filter noise from the captured results, and to reconcile the captured results with actual steps, providing real-time insights and notifications of the steps performed and additional alerting if a step introduces risks or vulnerabilities, thereby enabling unintended risks to the system to be identified in real-time. Examples provided herein are directed to a computer system designed for a change management intelligent reconciliation platform. The system includes one or more processors and non-transitory computer-readable storage media containing instructions that enable the creation of components, including a task mining agent programmed to passively log actions related to a change request, an intelligence reconnaissance service programmed to filter the logged actions, an insight service configured to analyze differences between the filtered actions and one or more prescribed actions related to the change request to generate one or more reconciliation insights, and a notification service configured to generate one or more notifications regarding the generated reconciliation insights. This system provides valuable insights into user behavior data and helps identify potential risks or issues during the change implementation process. Examples provided herein are further directed to a computer program product residing on a computer-readable medium. The product includes a plurality of instructions that, when executed by a processor, cause the processor to perform several operations. These operations begin with passively logging actions related to a change request. The logged actions are then filtered to remove irrelevant data and identify relevant information. Next, differences between the filtered actions and one or more prescribed actions related to the change request are analyzed to generate one or more reconciliation insights. Finally, one or more notifications are generated regarding the generated reconciliation insights. This program product provides a powerful tool for identifying potential risks or issues during the change implementation process and ensuring that changes are implemented correctly and with minimal impact to the system. Examples provided herein are further directed to a computer-implemented method executed on a computing device. The method includes several steps, beginning with passively logging actions related to a change request. The logged actions are then filtered to remove noise and identify relevant data. Next, differences between the filtered actions and one or more prescribed actions related to the change request are analyzed to generate one or more reconciliation insights. Finally, one or more notifications are generated regarding the generated reconciliation insights. This method provides an efficient and effective way to identify potential risks or issues during the change implementation process, ensuring that changes are implemented correctly and with minimal impact to the system. In some examples, the task mining agent is configured to capture user interactions and system events performed or executed by a user or class of users. In some examples, the activities related to a change request can include a variety of interactions, such as mouse clicks, keystrokes, touch screen inputs, dropdown menu selections, scrolling, keyboard shortcuts, and more. In some examples, the task mining agent can be designed to use minimal system resources, such as less than about 5% of the processor, less than about 50-100 Megabytes (MB) of memory, or less than about 100-500 MB of disk space for installation and operation when running in the background. In some examples, intelligence reconnaissance service can be designed to use machine learning algorithms to analyze user behavior data and identify patterns and anomalies in the passively logged actions. In some examples, intelligence reconnaissance service can identify activities related to a change request through contextual analysis. In some examples, reconciliation insights generated by the system can include information on whether specific tasks associated with the change request have been performed and whether an action taken in response to the change request creates a system vulnerability