| Methods and apparatus for interactive specification of context-sensitive sevice level agreements; for provisioning of resources required during service delivery events regulated by service level agreements; and for monitoring compliance with service level -> Monitor Keywords |
|
|
 
Methods and apparatus for interactive specification of context-sensitive sevice level agreements; for provisioning of resources required during service delivery events regulated by service level agreements; and for monitoring compliance with service levelRelated Patent Categories: Electrical Computers And Digital Processing Systems: Multicomputer Data Transferring, Remote Data Accessing, Accessing A Remote ServerMethods and apparatus for interactive specification of context-sensitive sevice level agreements; for provisioning of resources required during service delivery events regulated by service level agreements; and for monitoring compliance with service level description/claimsThe Patent Description & Claims data below is from USPTO Patent Application 20070180061, Methods and apparatus for interactive specification of context-sensitive sevice level agreements; for provisioning of resources required during service delivery events regulated by service level agreements; and for monitoring compliance with service level. Brief Patent Description - Full Patent Description - Patent Application Claims
TECHNICAL FIELD [0001] The present invention generally concerns service level agreements for use in managing service delivery to, for example, computer systems, and more particularly concerns specification of service level agreements; provisioning of resources required during service delivery events, wherein the service delivery events are subject to one or more service level agreements; and monitoring compliance with service level agreements during service delivery events. BACKGROUND [0002] Computers require service, as do most complex systems. It is common in the information technology industry for various services (ordering, upgrading, maintenance, replacement) to be provided on an outsourced basis by a service provider. Service providers often provide services at higher quality and at lower cost than the staff of a company that owns the computers. This is due to economies of scale; creation, sustenance and refinement of specialized skills on the staff of the service provider; and specialized infrastructure created by and for the service provider. [0003] Service providers commonly contract with a customer to provide a specific set of services. These services are provided at a certain service level, and the clauses of a contract concerning service levels are commonly referred to as Service Level Agreements, or SLAs. A service level of a service specifies, among other things, how quickly the service is to be initiated when a request is made by customers. A service level may also specify the duration of the service and other quantities descriptive of service delivery. In current practice, SLAs are written for static service levels. For example, a typical SLA specifies a four-hour response to a maintenance request to fix an inoperable computer. [0004] In today's fast-paced, dynamic business environment, both the circumstances of need and the context of service delivery may vary. By "context" is meant the circumstances under which a service is delivered. For example, it may be necessary that a business's computers be highly available at a certain time of the month, because that time reflects a time of high sales or externally-imposed deadlines. Similarly, the delivery of services to a mobile computer may be lengthier if that computer is located off the customer's premises and can communicate only over a telephone line. It is to the advantage of both the customer and the service provider to agree to SLAs that take account of the specific context of the delivery of a service. [0005] When a customer of a service provider selects services, one consideration may be that different employees of that customer may have different needs for services, and needs for service levels for those services as a function of their position in the customer's organization or their functional responsibility. It is to be appreciated that in today's dynamic organizational context a given service consumer may have different functional responsibilities at different times. Thus it is advantageous for the organizational affiliation, functional responsibility and other such consumer attributes to be considered as part of the context in which the service is provided. [0006] Similarly, when services are selected it may be advantageous to only offer services known to be of value to specific industries, or in specific countries. Although a regulatory environment for a given enterprise is often determined by the country in which it operates, a given enterprise may itself be subject to specific regulation; the regulatory environment may differ according to location or even according to a task to be performed. Thus it is advantageous for the industry type and regulatory environment, however it is determined, to be considered part of the context in which the service is provided. In addition to the aforementioned, there may be other considerations advantageously included in the context in which the service is provided. [0007] In addition to these desired attributes of a new type of service level agreement, numerous problems in the field of service level agreements have been encountered. In particular, services are often provided in a dynamic environment, where several service delivery variables can significantly impact the timeliness and cost of a service. In such situations, relatively static service level agreements are of little use to the parties to a contemplated service delivery transaction in specifying realistic contract terms that cover a range of possible service delivery scenarios. [0008] Service consumers may find that the service contracted for is too costly and that a less responsive service would have been satisfactory, or the exact opposite--that the service contracted for is not responsive enough and that the added cost of a more responsive service would have been justified. Service providers may find that an agreed-to service delivery may have been based on unrealistic and too-optimistic resource availability estimates. In such situations, the service provider will absorb the added cost associated with acquisition of the scarce resource, thereby lessening expected profits. [0009] Other problems are encountered. Once a service level agreement has been agreed to, and a service delivery event has occurred, actions will need to be taken to actually deliver the service. In situations where relatively static service level agreements have been entered into, the service provider may have little, idea about how best to deliver the service. A service provider may over-subscribe a costly resource to provide the service at an agreed-to level, in essence actually providing a higher-quality (and more expensive) service than is necessary. [0010] Further problems have been encountered in the field of service level agreements. After a service delivery event has been identified and service delivery has commenced, the parties often have no way to measure whether the service is being provided at the desired service level during the period when the service is actually being delivered. The parties, in fact, may never know, because an after-the-fact analysis may not have access to facts surrounding the service delivery as it occurred due to the often fleeting nature of such information. [0011] Accordingly, those skilled in the art seek methods and apparatus implementing service level agreements having these desirable attributes and overcoming these problems. SUMMARY OF THE PREFERRED EMBODIMENTS [0012] The foregoing and other problems are overcome, and other advantages are realized, in accordance with the following embodiments of the present invention. [0013] In an embodiment of the invention, a signal-bearing medium tangibly embodies a program of machine-readable instructions executable by a digital processing apparatus of a computer system to perform operations for managing interactive specification of a new service level agreement to govern a contemplated service delivery. The following operations are performed when the program of machine readable instructions is executed by a digital processor: receiving a selection of a particular service level agreement; accessing a machine-readable electronic file corresponding to the selected particular service level agreement, the electronic file comprising at least a description of a graphical representation of the selected particular service level agreement for use by a graphical user interface of the computer system; displaying the graphical representation of the selected particular service level agreement on the graphical user interface of the computer system using the machine-readable electronic file, wherein the graphical representation displays an initial value of at least one service variable, an initial value of at least one service level attribute, and an initial value of a cost estimate for the contemplated service delivery; receiving a selection of a new value for the at least one service variable; receiving an updated value for the at least one service level attribute, wherein the updated value depends at least in part on the selected new value for the at least one service variable; receiving an updated value of the cost estimate for the contemplated service delivery, wherein the updated value of the cost estimate depends at least in part on the selected new value; and displaying the selected new value, the updated value, and the updated cost estimate in the graphical representation of the service level agreement. [0014] In another embodiment of the invention a signal-bearing medium tangibly embodies a program of machine-readable instructions executable by a digital processor of a computer system to perform operations for managing the interactive specification of a service level agreement to govern a contemplated service delivery. The interactive specification is performed by a party to the contemplated service delivery. When the machine-readable instructions are executed the following operations are performed: receiving a request for a particular service level agreement over a network from a computer being operated by the party; accessing a machine-readable electronic file corresponding to the particular service level agreement requested, the electronic file comprising at least a description of a graphical representation of the requested particular service level agreement; transmitting the machine-readable electronic file corresponding to the requested particular service level agreement to the computer being operated by the party, wherein when the graphical representation of the requested particular service level agreement is displayed in a graphical user interface of a computer system, the graphical representation displays an initial value of at least one service variable, an initial value of at least one service level attribute, and an initial value of a cost estimate for the contemplated service delivery; receiving a selection of a new value for one of the at least one service variable or the at least one service level attribute; accessing a service delivery model that specifies a functional relationship among the at least one service variable, the at least one service level attribute and the cost estimate; using the service delivery model to determine an updated value for the one of the at least one service variable or the at least one service level attribute for which a new value was not selected, wherein the updated value depends at least in part on the selected new value for one of the at least one service variable or the at least one service level attribute; using the service delivery model to determine an updated value for the cost estimate of the contemplated service delivery; and transmitting the updated values for the one of the at least one service variable or the at least one service level attribute for which a new value was not selected and the cost estimate to the computer being operated by the party. [0015] A further embodiment of the present invention concerns an electronic device for managing the interactive specification of a service level agreement to govern a contemplated service delivery. The electronic device comprises a memory for storing at least one computer program; a network interface for communicating with a computer being operated by a party to the service level agreement; and a digital processor coupled to the memory and network interface for executing the at least one computer program. When the digital processor executes the at least one computer program the following operations are performed: receiving a request for a particular service level agreement over a network from a computer being operated by the party; accessing a machine-readable electronic file corresponding to the particular service level agreement requested, the electronic file comprising at least a description of a graphical representation of the requested particular service level agreement; transmitting the machine-readable electronic file corresponding to the requested particular service level agreement to the computer being operated by the party, wherein when the graphical representation of the requested particular service level agreement is displayed in a graphical user interface of a computer system, the graphical representation displays an initial value of at least one service variable, an initial value of at least one service level attribute, and an initial value of a cost estimate for the contemplated service delivery; receiving a selection of a new value for one of the at least one service variable or the at least one service level attribute; accessing a service delivery model that specifies a functional relationship among the at least one service variable, the at least one service level attribute and the cost estimate; using the service delivery model to determine an updated value for the one of the at least one service variable or the at least one service level attribute for which a new value was not selected, wherein the updated value depends at least in part on the selected new value for one of the at least one service variable or the at least one service level attribute; using the service delivery model to determine an updated value for the cost estimate of the contemplated service delivery; and transmitting the updated values for the one of the at least one service variable or the at least one service level attribute for which a new value was not selected and the cost estimate to the computer being operated by one of the service customer and the service provider. [0016] Yet another embodiment of the invention concerns an electronic device for use by a party to a contemplated service delivery to specify a new service level agreement to govern the contemplated service delivery. The electronic device comprises a memory for storing at least one computer program; a network interface for bi-directionally communicating over a network with a service level agreement manager; and a digital processor coupled to the memory and network interface. When the digital processor executes the at least one computer program the following operations are performed: receiving a selection of a particular service level agreement; transmitting a request for the particular service level agreement to the service level agreement manager over the network; receiving a machine-readable electronic file corresponding to the selected particular service level agreement, the electronic file comprising at least a description of a graphical representation of the selected particular service level agreement for use by a graphical user interface of the electronic device; displaying the graphical representation of the selected particular service level agreement on the graphical user interface of the electronic device using the machine-readable electronic file, wherein the graphical representation displays an initial value of at least one service variable, an initial value of at least one service level attribute, and an initial value of a cost estimate for the contemplated service delivery; receiving an updated value for the one of the at least one service variable or the at least one service level attribute for which a new value was not selected, wherein the updated value depends at least in part on the selected new value; receiving an updated value of the cost estimate for the contemplated service delivery, wherein the updated value of the cost estimate depends at least in part on the selected new value; and displaying the selected new value, the updated value, and the updated cost estimate in the graphical representation of the service level agreement. [0017] In a still further embodiment of the invention a signal-bearing medium tangibly embodies a program of machine-readable instructions executable by a digital processing apparatus of a computer system to perform operations for selecting, a service delivery implementation for use in managing a service delivery event. The following operations are performed when the program of machine-readable instructions is executed: detecting an ensuing service delivery event whereby a service will be delivered to a service customer by a service provider; retrieving data associated with a service level agreement regulating the ensuing service delivery event, wherein the data comprises at least one service variable; determining what value the at least one service variable will assume during the service delivery event; retrieving a service delivery model in dependence on the value that the service variable will assume during the service delivery event, wherein service will be provided during the service delivery event in accordance with the service delivery model. [0018] Another embodiment of the invention concerns an electronic device to perform operations for selecting a service delivery implementation for use in managing a service delivery event. The electronic device comprises: a memory for storing at least one computer program; a network interface for communicating with a source of service level agreements over a network; and a digital processor coupled to the memory and network interface for executing the at least one computer program. When the at least one computer program is executed the following operations are performed: detecting an ensuing service delivery event whereby a service will be delivered to a service customer by a service provider; retrieving data associated with a service level agreement regulating the ensuing service delivery event from the source of service level agreements, wherein the data comprises at least one service variable; determining what value the at least one service variable will assume during the service delivery event; and retrieving a service delivery model in dependence on the value that the service variable will assume during the service delivery event, wherein service will be provided during the service delivery event in accordance with the service delivery model. [0019] In a further embodiment of the invention a signal-bearing medium tangibly embodies a program of machine-readable instructions executable by a digital processing apparatus of a computer system to perform operations for-measuring compliance of a service delivery event with terms of a service level agreement. When the program of machine readable instructions is executed by the digital processing apparatus, the following operations are performed: detecting a service delivery event; retrieving data associated with a service level agreement regulating the service delivery event, wherein the data concerns both an identity of at least one service variable specified in the service level agreement, and a plurality of target values specified for at least one service level attribute in the service level agreement, wherein each of the plurality of target values of the service level attribute is associated with a value that the at least one service variable may assume during a service delivery event; determining an actual value that the at least one service variable assumed during the service delivery event; selecting a particular target value for the at least one service level attribute on the basis of the actual value that the at least one service variable assumed during the service delivery event; determining a realized value for the service level attribute, wherein the realized value corresponds to a value actually achieved for the service level attribute during the service delivery event; and comparing the particular target value for the at least one service level attribute with the realized value for the at least one service level attribute to gauge compliance of the service delivery event with the service level agreement. [0020] Yet another embodiment of the invention concerns an electronic device for measuring compliance of a service delivery event with a service level agreement. The electronic device comprises: a memory for storing at least one computer program: a network interface for bi-directionally communicating over a network with other entities; and a digital processor coupled to the memory and network interface. When the digital processor executes the at least one computer program stored in the memory the following operations are performed: detecting a service delivery event; retrieving data associated with a service level agreement regulating the service delivery event, wherein the data concerns both an identity of at least one service variable specified in the service level agreement, and a plurality of target values specified for at least one service level attribute in the service level agreement, wherein each of the plurality of target values of the service level attribute is associated with a value that the at least one service variable may assume during a service delivery event; determining an actual value that the at least one service variable assumed during the service delivery event; selecting a particular target value for the at least one service level attribute on the basis of the actual value that the at least one service variable assumed during the service delivery event; determining a realized value for the service level attribute, wherein the realized value corresponds to a value actually achieved for the service level attribute during the service delivery event; and comparing the particular target value for the at least one service level attribute with the realized value for the at least one service level attribute to gauge compliance of the service delivery event with the service level agreement. [0021] Thus it is seen that the invention advantageously provides a more flexible way to specify service level attributes (manifest qualities associated with service delivery) so that service level attributes are responsive to the context of a service delivery event. The context of a service delivery event is characterized by service variables, or data describing circumstances surrounding a service delivery. The invention establishes functional relationships between service variables and service level attributes. An example of a service variable is the bandwidth available between the site at which the service is to be performed and the service provider's site; an example of a service level attribute is the worst-case elapsed time between the receipt of a service request and the completion of service delivery. In various embodiments of the invention, other service variables may include time of day, membership in a group, organizational affiliation, functional role of the user, the unique identifier of a device to which the service is delivered, the role of the device, and many other independent aspects associated with service delivery events. A particular advantage of the present invention is that different functional relationships may be specified between service level attributes and service cost on the one hand, and service variables on the other, for different values of service variables. Continue reading about Methods and apparatus for interactive specification of context-sensitive sevice level agreements; for provisioning of resources required during service delivery events regulated by service level agreements; and for monitoring compliance with service level... Full patent description for Methods and apparatus for interactive specification of context-sensitive sevice level agreements; for provisioning of resources required during service delivery events regulated by service level agreements; and for monitoring compliance with service level Brief Patent Description - Full Patent Description - Patent Application Claims Click on the above for other options relating to this Methods and apparatus for interactive specification of context-sensitive sevice level agreements; for provisioning of resources required during service delivery events regulated by service level agreements; and for monitoring compliance with service level 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 Methods and apparatus for interactive specification of context-sensitive sevice level agreements; for provisioning of resources required during service delivery events regulated by service level agreements; and for monitoring compliance with service level or other areas of interest. ### Previous Patent Application: Messaging system with content-based dynamic menu generation Next Patent Application: Network-enabled audio device and radio site Industry Class: Electrical computers and digital processing systems: multicomputer data transferring or plural processor synchronization ### FreshPatents.com Support Thank you for viewing the Methods and apparatus for interactive specification of context-sensitive sevice level agreements; for provisioning of resources required during service delivery events regulated by service level agreements; and for monitoring compliance with service level patent info. IP-related news and info Results in 0.11417 seconds Other interesting Feshpatents.com categories: Accenture , Agouron Pharmaceuticals , Amgen , AT&T , Bausch & Lomb , Callaway Golf 174 |
 * Protect your Inventions * US Patent Office filing 
PATENT INFO |
|
