Servicenow, Inc.

Liveops, Inc.

Scott Lewis

Kurt Joseph Zettel, Ii

Richard Kenneth Reybok

Mark Cornell Manning

Jeffrey Rhines

Henry Geddes

Volodymyr Osypov

Sean Brady

Andreas Seip Haugsnes

Christopher Robert Waterson

Richard Allen Potts

Ryan Christopher Currier

Michel Abou Samah

Harold Byun

Vidur Apparao

Sachin Shivarama Nayak

Zhe Wang

James Gavin Erbes

Beth McKinnon

Andreis Seip Haugsnes

Patrice Tollenaere

This disclosure provides techniques for pooling and searching network security events reported by multiple sources. As information representing a security event is received from one source, it is searched against a central or distributed database representing events reported from multiple, diverse sources (e.g., different client networks). Either the search or correlated results can be filtered and/or routed according at least one characteristic associated with the networks, for example, to limit correlation to events reported by what are presumed to be similarly situated networks. The disclosed techniques facilitate faster identification of high-relevancy security event information, and thereby help facilitate faster threat identification and mitigation. Various techniques can be implemented as standalone software (e.g., for use by a private network) or for a central pooling and/or query service. This disclosure also provides different examples of actions that can be taken in response to search results.

Techniques for sharing network security event information

Providing are incident response techniques useful for personas with a variety of experience levels are described. The incident response techniques include a graphical user interface (GUI) for providing a variety of different views for different personas. The graphical user interface may provide a landing page for providing a queue of risk-score prioritized incidents, an incident playbook for providing default or customizable instructions for resolving a particular incident to lesser-experienced personas, an explore container for facilitating efficient navigation of data associated with a particular incident by more-experienced personas, and an activity stream container for providing an overview of activities that have been performed with regard to a particular incident to more-experienced or supervising personas. The explore container may also be integrated with tools for performing actions with the data without leaving the graphical user interface.

Incident response techniques

An exemplary method of integrating existing physical stores in call center operations comprises registering a plurality of physical stores each having at least one phone line, obtaining availability information of one or more phone lines of a registered store, determining a phone line to route a call for the registered store based on call center routing rules, and routing the call to the determined phone line.

Stores as call center resources

Growing community of inventors

Sunnyvale, CA, United States of America

Scott Lewis