Patent application number | Description | Published |
20120192189 | DYNAMIC TRANSFER OF SELECTED BUSINESS PROCESS INSTANCE STATE - Business processes that may be affected by events, conditions or circumstances that were unforeseen or undefined at modeling time (referred to as unforeseen events) are modeled and/or executed. Responsive to an indication of such an event during process execution, a transfer is performed from the process, in which selected data is stored and the process is terminated. The selected data may then be used by a target process. The target process may be, for instance, a new version of the same process, the same process or a different process. The target process may or may not have existed at the time the process was deployed. | 07-26-2012 |
20130173323 | FEEDBACK BASED MODEL VALIDATION AND SERVICE DELIVERY OPTIMIZATION USING MULTIPLE MODELS - An approach for validating a model is presented. Data from a system being modeled is collected. First and second models of the system are constructed from the collected data. Based on the first model, a first determination of an aspect of the system is determined. Based on the second model, a second determination of the aspect of the system is determined. A variation between the first and second determinations is determined. An input for resolving the variation is received and in response, a model of the system that reduces the variation is derived. | 07-04-2013 |
20130198116 | LEVERAGING USER-TO-TOOL INTERACTIONS TO AUTOMATICALLY ANALYZE DEFECTS IN IT SERVICES DELIVERY - An approach is presented for identifying related problem tickets in an information technology (IT) environment. User interactions with a computer program are stored. The user interactions include inputs to the computer program to search for problem tickets issued in the IT environment that have the same characteristics. One or more user interaction patterns within the user interactions are recognized. A user interaction pattern of the one or more user interaction patterns is selected based on an evaluation of effectiveness of each of the one or more user interaction patterns. Based on the user interaction pattern, a rule is generated for determining which problem tickets in the IT environment share a common characteristic. The rule is applied to additional problem tickets issued in the IT environment to identify which of the additional problem tickets share the common characteristic. | 08-01-2013 |
20130268251 | MEASURING PROCESS MODEL PERFORMANCE AND ENFORCING PROCESS PERFORMANCE POLICY - Common sub-process patterns in a plurality of deployed process models may be discovered, and performance measures associated with the sub-process patterns may be computed based on runtime events of the deployed process models. Positive or negative performance patterns among sub-process patterns may be identified and used for creating new process models or improving existing process models. | 10-10-2013 |
20130275166 | CLOSED LOOP PERFORMANCE MANAGEMENT FOR SERVICE DELIVERY SYSTEMS - A computer implemented method delivers information technology services according to a set of service level agreements. A service request class having a largest control error is identified from a plurality of service request classes. The service request priority of the service request class having the largest control error is then increased to form an updated priority. Service requests for the plurality of service request classes are dispatched in a next control iteration based upon the updated priority. | 10-17-2013 |
20130275168 | CLOSED LOOP PERFORMANCE MANAGEMENT FOR SERVICE DELIVERY SYSTEMS - A computer implemented method delivers information technology services according to a set of service level agreements. A service request class having a largest control error is identified from a plurality of service request classes. The service request priority of the service request class having the largest control error is then increased to form an updated priority. Service requests for the plurality of service request classes are dispatched in a next control iteration based upon the updated priority. | 10-17-2013 |
20140019181 | CLOSED LOOP PERFORMANCE MANAGEMENT FOR SERVICE DELIVERY SYSTEMS - A computer implemented method delivers information technology services according to a set of service level agreements. A service request class having a largest control error is identified from a plurality of service request classes. The service request priority of the service request class having the largest control error is then increased to form an updated priority. Service requests for the plurality of service request classes are dispatched in a next control iteration based upon the updated priority. | 01-16-2014 |
20140163942 | SYSTEM AND METHOD FOR DETERMINING OPTIMAL ASSET CONFIGURATIONS WHILE MINIMIZING DISRUPTION TO EXISTING BUSINESS OPERATIONS IN A SERVICE DELIVERY ENVIRONMENT - A system for determining asset configuration in a service delivery environment, comprises a simulation module developing a simulation model reflecting features of the service delivery environment, a search module using the simulation model and constraint data to determine a plurality of asset configurations for evaluation, a first evaluation module determining a value of each of the asset configurations, and determining the asset configuration of the plurality of asset configurations that yields a value meeting a predetermined objective, and a second evaluation module determining a deviation from a current configuration that would be caused by each of the asset configurations, and determining the asset configuration that yields a lowest deviation of the plurality of asset configurations, wherein the second evaluation module uses the value meeting the predetermined objective from the first evaluation module as a constraint when determining the asset configuration that yields the lowest deviation. | 06-12-2014 |
20140164045 | SYSTEM AND METHOD FOR DETERMINING OPTIMAL ASSET CONFIGURATIONS WHILE MINIMIZING DISRUPTION TO EXISTING BUSINESS OPERATIONS IN A SERVICE DELIVERY ENVIRONMENT - A system for determining asset configuration in a service delivery environment, comprises a simulation module developing a simulation model reflecting features of the service delivery environment, a search module using the simulation model and constraint data to determine a plurality of asset configurations for evaluation, a first evaluation module determining a value of each of the asset configurations, and determining the asset configuration of the plurality of asset configurations that yields a value meeting a predetermined objective, and a second evaluation module determining a deviation from a current configuration that would be caused by each of the asset configurations, and determining the asset configuration that yields a lowest deviation of the plurality of asset configurations, wherein the second evaluation module uses the value meeting the predetermined objective from the first evaluation module as a constraint when determining the asset configuration that yields the lowest deviation. | 06-12-2014 |
20140180739 | SYSTEM AND METHOD FOR ASSET ASSIGNMENT IN A SERVICE DELIVERY ENVIRONMENT WHEN ASSETS HAVE UNIQUE SKILLS AND/OR CAPABILITIES - Systems and methods for determining asset assignment in a service delivery environment are provided. A method for asset assignment in a service delivery environment, comprises identifying a number of worktypes, defining a plurality of asset resource pools and identifying a number of the resource pools, calculating a uniqueness of each resource pool, computing a utilization of each resource pool, and determining a uniqueness adjusted utilization value for each resource pool, wherein one or more steps of the method are performed by a computer system comprising a memory and at least one processor coupled to the memory. | 06-26-2014 |
20140180740 | SYSTEM AND METHOD FOR ASSET ASSIGNMENT IN A SERVICE DELIVERY ENVIRONMENT WHEN ASSETS HAVE UNIQUE SKILLS AND/OR CAPABILITIES - Systems and methods for determining asset assignment in a service delivery environment are provided. A method for asset assignment in a service delivery environment, comprises identifying a number of worktypes, defining a plurality of asset resource pools and identifying a number of the resource pools, calculating a uniqueness of each resource pool, computing a utilization of each resource pool, and determining a uniqueness adjusted utilization value for each resource pool, wherein one or more steps of the method are performed by a computer system comprising a memory and at least one processor coupled to the memory. | 06-26-2014 |
20140188536 | SKILL UPDATE BASED WORK ASSIGNMENT - Skill update based work assignment in one aspect may comprise receiving a worker set identifying a list of workers, current skills associated with the worker set, required skills associated with a set of tickets; classifying the current skills and the required skills to find worker target skills; calculating for each of the workers in the worker set, a worker's updated skill should the worker be assigned to and work on one or more of the set of tickets; and assigning one or more of the set of tickets to one or more of the workers in the worker set whose current skills enable resolving the set of tickets within a predetermined criterion, and based on whether one or more of the workers' updated skills meet the worker target skills. | 07-03-2014 |
20140188538 | SKILL UPDATE BASED WORK ASSIGNMENT - Skill update based work assignment in one aspect may comprise receiving a worker set identifying a list of workers, current skills associated with the worker set, required skills associated with a set of tickets; classifying the current skills and the required skills to find worker target skills; calculating for each of the workers in the worker set, a worker's updated skill should the worker be assigned to and work on one or more of the set of tickets; and assigning one or more of the set of tickets to one or more of the workers in the worker set whose current skills enable resolving the set of tickets within a predetermined criterion, and based on whether one or more of the workers' updated skills meet the worker target skills. | 07-03-2014 |
20140214497 | SYSTEM AND METHOD FOR ENSURING TIMING STUDY QUALITY IN A SERVICE DELIVERY ENVIRONMENT - A system for ensuring timing study quality in a service delivery environment, comprises a participation module capable of determining a level of participation by assets in the timing study, a volume module capable of comparing effort data volume with workload data volume, and a records module capable of analyzing effort data for a duration for each record, wherein one or more of the modules are implemented on a computer system comprising a memory and at least one processor coupled to the memory. | 07-31-2014 |
20140214498 | SYSTEM AND METHOD FOR ENSURING TIMING STUDY QUALITY IN A SERVICE DELIVERY ENVIRONMENT - A system for ensuring timing study quality in a service delivery environment, comprises a participation module capable of determining a level of participation by assets in the timing study, a volume module capable of comparing effort data volume with workload data volume, and a records module capable of analyzing effort data for a duration for each record, wherein one or more of the modules are implemented on a computer system comprising a memory and at least one processor coupled to the memory. | 07-31-2014 |
20140316833 | FEEDBACK BASED MODEL VALIDATION AND SERVICE DELIVERY OPTIMIZATION USING MULTIPLE MODELS - An approach for modeling a service delivery system is presented. Data from the service delivery system is collected. Discrete event simulation, queueing, and system heuristics models are constructed from the collected data. Based on the constructed models, a first utilization error indicating first variations among measures of utilization of staffing by the service delivery system is determined. Based on the first utilization error, a problem that causes the first variations is determined and in response, adjustments to the models to correct the problem are determined. A second utilization error is determined. The second utilization error indicates second variations among other measures of the utilization of staffing by the service delivery system which are based on the adjustments. Based on the second utilization error, a consistency among the adjusted models is determined, and in response, an initial recommended model of the service delivery system is derived. | 10-23-2014 |
20150033077 | LEVERAGING USER-TO-TOOL INTERACTIONS TO AUTOMATICALLY ANALYZE DEFECTS IN IT SERVICES DELIVERY - An approach is presented for identifying related problem tickets in an information technology (IT) environment. A pattern of actions included in interactions with a computer program is determined to be effective at proactively preventing a problem in the IT environment based on a frequency at which user(s) performed the interactions which perform text and statistical analyses of content of historical problem tickets. A script based on the pattern of actions is generated. A root cause of the problem is determined based on the text and statistical analyses. Responsive to a receipt of a new problem ticket, the script is executed to automatically perform the pattern of actions. The new problem ticket is classified as being in a group of problem tickets which are related to the problem and included in the historical problem tickets. The new problem ticket is determined to specify the problem which has the root cause. | 01-29-2015 |