Dynamic real-time feedback for agents

A computer-implemented method comprising:

• identifying, by a computing system, a pre-defined target state of a multi-state incident management workflow carried out in relation to a managed network, wherein a definition of the multi-state incident management workflow is stored in a database, wherein the database further stores incidents related to the managed network, and wherein the incidents are assigned to one state of the incident management workflow at any particular time;
• determining, by the computing system, that a particular incident of the incidents has entered, is in, or has left the pre-defined target state of the incident management workflow, wherein an agent associated with the managed network has been assigned to perform, for the particular incident, operations associated with the pre-defined target state;
• responsively comparing, by the computing system, values, for the incident, of one or more state variables related to the pre-defined target state to:
• (i) historical values, for the incidents related to the managed network, of the one or more state variables, or (ii) threshold values of the one or more state variables;
• determining, by the computing system, that the values of the one or more state variables are outside of a range of values derived from the historical values or the threshold values;
• and
• based on a profile of the agent and the values of the one or more state variables being outside of the range of values, providing, by the computing system, to the agent a reference to information that represents pre-defined practice guidelines for the operations associated with the pre-defined target state.

An article of manufacture including a non-transitory computer-readable medium, having stored thereon program instructions that, upon execution by a computing system, cause the computing system to perform operations comprising:

• identifying a pre-defined target state of a multi-state incident management workflow carried out in relation to a managed network, wherein a definition of the multi-state incident management workflow is stored in a database, wherein the database further stores incidents related to the managed network, and wherein the incidents are assigned to one state of the incident management workflow at any particular time;
• determining that a particular incident of the incidents has entered, is in, or has left the pre-defined target state of the incident management workflow, wherein an agent associated with the managed network has been assigned to perform, for the particular incident, operations associated with the pre-defined target state;
• responsively comparing values, for the particular incident, of one or more state variables related to the pre-defined target state to:
• (i) historical values, for the incidents related to the managed network, of the one or more state variables, or (ii) threshold values of the one or more state variables;
• determining that the values of the one or more state variables are outside of a range of values derived from the historical values or the threshold values;
• and
• based on a profile of the agent and the values of the one or more state variables being outside of the range of values, providing to the agent a reference to information that represents pre-defined practice guidelines for the operations associated with the pre-defined target state.