Browse Prior Art Database

SRR Disclosure Number: IPCOM000013885D
Original Publication Date: 2002-Jul-23
Included in the Prior Art Database: 2003-Jun-18
Document File: 3 page(s) / 58K

Publishing Venue



Service Request Repository

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Service Request Repository


Ver 2.0

Disclosed is Service Request Repository (SRR), a client/server application that was developed to facilitate the implementation of the SEI (Software Engineering Institute) level II methodology and the management of Service related activities. SRR has 2 components, a front-end developed using Delphi ver 5 and a back-end residing on an Oracle Database.

SRR provides the users with the following functionalities:

1. Management of service requests (SR). A SR is a request of work which, upon completion, results in a collections of work products. SRR enabled the following information to be captured at the SR level:
a. Name of the initiator of the SR
b. Description of the work requested
c. Risk associated with the SR
d. Set of tasks to be completed as part of the delivery process. Each task will then have associated with it an Early Start (ES), Early Finish (EF) and Effort. The effort is calculated using historical data which is pre-seeded into one of SRR's tables. Furthermore, each task will have one or more resource(s) associated with it. Each task can be assigned to a different functional area (i.e. Development, DBA, Network etc.).

2. Tracking of actual hours spent by each resource on any SR. As resources are assigned to the above tasks (i.e. 1.d), resources will be able to track all the activities (i.e. development, requirement gathering, etc.) and hours spent on any of the above tasks

3. Tracking Vacation schedule for all resources.

4. Tracking Training schedule for all resources.

5. Forecast the availability of Resources on the basis of the above 2 items and the IBM designated holidays

6. Ability to generate reports used for populating CLAIM

7. Ability to reconcile hours entered in SRR and in CLAIM. This functionality relies on a



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feed (in the form of a flat file) generated from CLAIM.

8. Ability to generate reports intended to summarize the list of SRs worked on during a period of time (used also for providing status to the Customer).

9. Ability to send e-mail (all e-mail will be stored into the database)

10. Ability to initiate meeting, capture an Agenda, electronically notify all participants (i.e. e-mail), capture meeting minutes (either as text or as attachment) and attendance. All of the above information is stor...