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  Configurable application integrating service request and fulfillment processUSPTO Application #: 20070300229Title: Configurable application integrating service request and fulfillment process Abstract: A method and system for generating a plurality of concurrent solutions for a corresponding plurality of service requests each having one or more service types. The method comprises the steps of defining a set of said service types and a sequence of activities for each said service type; and for each said service request, configuring a workflow of said activities from said service types in each said service request. The method comprises the further steps of defining owners of said activities in each said workflow and a schedule for performing said activities whereby said owner and schedule are defined using load balancing; and performing said activities and monitoring completion of said activities and said load balancing. (end of abstract) Agent: Scully, Scott, Murphy & Presser, P.C. - Garden City, NY, US Inventors: Timothy L. Braun, Beverly M. Fassett, Peter J. Yablonsky USPTO Applicaton #: 20070300229 - Class: 718102000 (USPTO) Related Patent Categories: Electrical Computers And Digital Processing Systems: Virtual Machine Task Or Process Management Or Task Management/control, Task Management Or Control, Process Scheduling The Patent Description & Claims data below is from USPTO Patent Application 20070300229. Brief Patent Description - Full Patent Description - Patent Application Claims
BACKGROUND OF THE INVENTION [0001] 1. Field of the Invention [0002] This invention generally relates to managing base processes and functions associated with a service request and fulfillment process. More specifically, the invention relates to a configurable application for managing such processes and functions in a fully integrated and automated manner. [0003] 2. Prior Art [0004] Typically, tools and systems are available only for the discrete work functions associated with performing fulfillment tasks of a service request. These discrete processes and tools require significant manual intervention and/or customized programming to link the processes/tools in the quest to achieve increased productivity. However, problems such as process/tool compatibility, real-time interfacing, and multiple user-interfaces burden the streaming of the overall process, and hence, the productivity gain. [0005] Current solutions for addressing this problem address only pieces of a full solution. Significant manual intervention is required to link the processes together. Even then, consistent reporting among the various processes is still not available. SUMMARY OF THE INVENTION [0006] An object of this invention is to provide a solution that fully integrates, and hence automates, the base processes and functions associated with a service request and fulfillment process. [0007] Another object of the present invention is to provide a method and system that integrates planned and non-planned services, specific service requests, workflow, fulfillment planning and tracking, and measurements reporting. [0008] A further object of the invention is to provide a fully configurable application for managing base processes and functions associated with a service request and fulfillment process, so that end-to-end processes and internal processes can be tailored to the desired cumulative result. [0009] These and other objectives are attained with a method and system for generating a plurality of concurrent solutions for a corresponding plurality of service requests each having one or more service types. The method comprises the steps of defining a set of said service types and a sequence of activities for each said service type; and for each said service request, configuring a workflow of said activities from said service types in each said service request. The method comprises the further steps of defining owners of said activities in each said workflow and a schedule for performing said activities whereby said owner and schedule are defined using load balancing; and performing said activities and monitoring completion of said activities and said load balancing. [0010] The preferred embodiment of the invention, as described below in detail, eliminates the problems associated with manually piecing together tools and processes. It offers seamless integration and automation of all process steps while providing real-time tracking and information access capability. By leveraging, for example, a Lotus Notes Domino infrastructure, all features and advantages of an enterprise groupware system, such as security, scalability, mobility, internet access, database replication, database conflict resolution, personalized private views, etc., apply. [0011] Further benefits and advantages of the invention will become apparent from a consideration of the following detailed description, given with reference to the accompanying drawings, which specify and show preferred embodiments of the invention. BRIEF DESCRIPTION OF THE DRAWINGS [0012] FIG. 1 outlines a preferred method embodying the present invention. [0013] FIG. 2 illustrates a service request manager that may be used in the practice of this invention. [0014] FIGS. 3-5 generally illustrate a workflow pattern employed in the present invention. [0015] FIG. 6 illustrates components, and their relationships, of the service requirements manager of FIG. 2. [0016] FIGS. 7-11 show views that may be presented during the course of the invention. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS [0017] With reference to FIG. 1, the present invention, generally, relates to a method and system for generating a plurality of concurrent solutions for a corresponding plurality of service requests each having one or more service types. The method comprises the steps of defining a set of said service types and a sequence of activities for each said service type; and for each said service request, configuring a workflow of said activities from said service types in each said service request. The method comprises the further steps of defining owners of said activities in each said workflow and a schedule for performing said activities whereby said owner and schedule are defined using load balancing; and performing said activities and monitoring completion of said activities and said load balancing. [0018] FIG. 2 shows a technical overview of a service request manager (SRM) with which this invention may be used. Generally, the SRM provides several major functions, including service offering definition, customer contract interlock, customer requests for service, service provider workload/workflow management, and customer request status report. [0019] The present invention has been developed and implemented for improving service delivery efficiency associated with workstation environment management. Historically, use of individual processes and tools require additional administrative effort and resources to perform the processes and merge information between processes. This mode of operation heavily relied on the combined skill levels of the participants to create a smooth-running, end-to-end process. Often, changes to planned events or additional requirements created problems within and between the discrete processes. The present invention provides a single user interface, configurable workflows, and automated real-time tracking capabilities to eliminate process overhead and inaccuracies, while increasing information access through a standard environment. [0020] Preferably, with reference to FIG. 3, the preferred implementation of the invention involves request planning, building/configuring a solution, and delivering that solution. FIG. 4 provides an example of a workflow that may occur in the course of the invention. In this workflow, a client is scheduled, a solution is built/configured, with data back-up, data is restored, and the solution is delivered to the client. FIG. 5 provides an example of how this workload may be distributed. The client scheduling could be done by a Queue Manager, the building/configuring of the solution could be done by the another manager, the data back-up could be performed by one person, and the data restore and delivery to the client could be done by another person. Continue reading... Full patent description for Configurable application integrating service request and fulfillment process Brief Patent Description - Full Patent Description - Patent Application Claims Click on the above for other options relating to this Configurable application integrating service request and fulfillment process patent application. ###  How KEYWORD MONITOR works... a FREE service from FreshPatents1. Sign up (takes 30 seconds). 2. Fill in the keywords to be monitored. 3. Each week you receive an email with patent applications related to your keywords. Start now! - Receive info on patent apps like Configurable application integrating service request and fulfillment process or other areas of interest. ### Previous Patent Application: Managing execution of mixed workloads in a simultaneous multi-threaded (smt) enabled system Next Patent Application: Processor operational status management system Industry Class: Electrical computers and digital processing systems: virtual machine task or process management or task management/control ### FreshPatents.com Support Thank you for viewing the Configurable application integrating service request and fulfillment process patent info. IP-related news and info Results in 0.64889 seconds Other interesting Feshpatents.com categories: Accenture , Agouron Pharmaceuticals , Amgen , AT&T , Bausch & Lomb , Callaway Golf |
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