Method and Associated Systems for Automated Consumption, Management, and Impact tracking of Analytics’ Recommendations
Publication Date: 2016-Aug-17
The IP.com Prior Art Database
Disclosed is a method and system for automating and facilitating management of service improvement process by translating triggers from disparate sources into actionable plans. The system Manages plans through completion, by either automatically fulfilling actions or facilitating fulfillment by humans. The system measures impact of every plan and feeds the learning back into the dictionary that defines the actionable plans.
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Method and Associated Systems for Automated Consumption , Management, and Impact tracking of Analytics' Recommendations
In IT Service Management (ITSM) discipline, practitioners are expected to interface with, and utilize, a variety of systems to manage work (ticketing, measurements, reporting, knowledge base, etc.) and execute it (monitoring, patching, disk operations, health checking, etc.). Interfacing with an increasing number of tools has many challenges, not the least of which is learning the nuances of each. Delivery personnel are under immense pressure to keep up with demand fluctuations. Two major contributors to these fluctuations are efficient workload provisioning and aggressive, cost-oriented, staffing models. The problem is aggravated by the increasing number of tools. It requires additional training (slows delivery's response) and increases the probability of errors.
This leads to continued growth of a backlog of work and missed improvement actions / recommendations, resulting in service unavailability (outages), client sat issues, high resource attrition, and missed Service Level Agreements (SLAs).
Disclosed is a method and system for automated consumption, fulfillment management, and impact measurement of actions from analytics.
In accordance with the method and system disclosed here in, thorough understanding of the situation in an IT Service Management environment is developed using analytics. Thereafter, based on the understanding remediation or modernization actions are defined. Also, expected benefits are quantified in terms of problem reduction for each option or combination of options.
Moving on, the method and system defines a dictionary of primitive actions describing how each action can be fulfilled. The dictionary includes of a finite list of atomic actions, representing maintenance steps to be executed on an infrastructure component. For example, an action could be to add more memory (physical or virtual) to a server, or to allocate more storage, or to purchase a new physical server. Each action in the dictionary consists of the attributes required for its fulfillment. For example, roles, with linkage to pools of resources to draw from, to be assigned an action. Another attributes could be its expected effort and duration, prerequisites (input) and deliverables (output). Boundaries of an action are defined in such way to assure the ability of its fulfillment by one resource in one contiguous block of time.
Subsequently, the system maps the recommended actions t...