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Service Level Management Quickstart (SLMQ)

IP.com Disclosure Number: IPCOM000011708D
Original Publication Date: 2003-Mar-12
Included in the Prior Art Database: 2003-Mar-12
Document File: 3 page(s) / 138K

Publishing Venue

IBM

Abstract

A method for evaluating Service Level Agreements.

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Service Level Management Quickstart (SLMQ)

Here is described the method, implemented as a software application, of an invention consisting in solving the problem of evaluating Service Level Agreements based on real-time and historical data. This application, called Service Level Management QuickStart (SLMQ), allows you to define and control IT services and the associated Key Performance Indicators (KPI).

    In particular, SLMQ is specialized in managing service levels about Service's Availability, Transactions' Response Time, Trouble Tickets Resolution Time, Generic Metrics and Workflow Completion Time. SLMQ offers real-time monitoring and off-line control of service levels based on the stored data.

    SLMQ uses and aggregates different kind of information, coming from external sources, in order to evaluate which SLO is violated. Sources of information can be: Systems & Network Management tools, Performance Monitoring tools, instrumented applications, Help Desk applications, Workflow applications, application's databases and data extraction procedures. Following are the SLMQ's Highlights:

Real-time monitoring of different Service Level Objectives (SLOs); Pre-defined queries to evaluate SLA violations based on time intervals (hourly, daily, weekly, monthly or custom interval); IT Services Catalog based on Service Dependency Modeling; SLAs Catalog with associated SLOs; Automatic notifications when a SLO is violated; Service Availability status depending on the IT Components' importance; Service downtime calculation based on the business time and on scheduled outages; Online and Scheduled evaluation of Metrics combinations, based on logical operators and automatic actions when metrics combination is True; Rapid deployment of the solution;

    Extreme flexibility; High integration with existing management platforms. Even if SLAs are usually based on monthly or weekly periods, with SLMQ you can evaluate SLAs in a proactive way: SLMQ provides predefined queries, forms for real-time monitoring and automatic notifications that can help you to take corrective actions to avoid SLA violations and to render yo...