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Micro-Engagement Framework for Operations-As-A-Service

IP.com Disclosure Number: IPCOM000248993D
Publication Date: 2017-Jan-25
Document File: 5 page(s) / 149K

Publishing Venue

The IP.com Prior Art Database

Abstract

Disclosed is an Operations-As-A-Service framework in which multiple providers of operational services can outsource the description of problems and enlist other providers for the resolution of these problems. This solution proposes two integrated frameworks that allow the efficient and coordinated integration of operational services across organizations and individuals.

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Micro-Engagement Framework for Operations -As-A-Service

As information technology (IT) infrastructure and services steadily increase in complexity, it becomes more difficult and less feasible to hire full-time employees that are able to cover all required areas of expertise at any given time to effectively operate the IT environment. This issue becomes particularly visible when IT service providers need to handle a number of problems that significantly deviate from the mean. There may not be sufficient staff available to handle incidents during peak hours, which results in a delay in the response times and problem resolution, or results in an overcapacity of staff when only few incidents occur.

IT service providers attempt to assure a certain level of flexibility by letting employees carry pagers; technicians are only involved when an issue occurs and support is indeed needed. In order to have the flexibility to more effectively manage operations without risking a prolonged response and resolution time of incidents, a cost-extensive over-staffing or lack of skills when specific problems arise, a potential approach is to have incidents managed by a third-party that has the resources and skill-set in the affected area of expertise of any given incident. As an example, any database problem would be reported to party A that specialized on the given database model used by the company, any network incident would be reported to company B that has strong expertise in network management, etc.

The key issue with such an incident management model is to ensure that the third party provider receives sufficient and meaningful data to analyze the problem without providing any data that is sensitive to the company. Furthermore, the third party provider should possess sufficient access to the affected system in order to be able to fix the reported problem on the customer end.

The novel idea is to create an Operations-As-A-Service framework in which multiple providers of operational services can outsource the description of problems and enlist other providers for the resolution of these problems. This solution proposes two integrated frameworks that allow the efficient and coordinated integration of operational services across organizations and individuals.

The first framework is a market-based set of processes and tools. This enables an organization’s operational services provider to publicize the outflows of its operational capabilities for consideration, assistance, and possible resolution by other providers (organizations or individuals). This framework bridges suppliers and consumers of incidents. A service organization that cannot manage an incident in a timely fashion can advertise the incident within a marketplace. There, other entities (organizations or individuals) can assess the incident characteristics and decide whether, and to what extent, a contribution can be made to resolve the incident.

The second framework is a set of services and componen...