Method and system for addressing client service outages

• US 20040260723A1
• Filed: 06/18/2003
• Published: 12/23/2004
• Est. Priority Date: 06/18/2003
• Status: Active Grant

• Current Assignee: Hewlett Packard Enterprise Development LP (Hewlett-Packard Enterprise Company)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Jakubowski, Deborah W., Brooks, Clifford
• Granted Patent: US 7,562,024 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

According to one embodiment of the present invention, a computerized method for addressing client service outages of a client includes receiving a plurality of predefined parameters of a client service outage, storing the predefined parameters in a central repository, receiving information regarding the client service outage, determining that the client service outage is of a particular severity level in response to the received information, and automatically sending at least some of the information to one or more employees of a service company in response to the determination.

Claims

1. A computerized method for addressing client service outages of a client, comprising:

receiving and storing a plurality of predefined parameters of a client service outage in a central repository;

receiving a change to one or more of the predefined parameters;

automatically updating the central repository based on the change;

receiving information regarding the client service outage;

determining, based on the received information, that the client service outage is of a particular severity level;

receiving a start time for the client service outage;

determining a time zone based on a location of the client service outage;

receiving a daylight savings time indication for the time zone;

automatically determining, based on the start time, the time zone, the daylight savings time indication, and a predetermined wait period, when to send a voice script to one or more persons associated with the service company, the voice script including a portion of the received information;

identifying that the predetermined wait period has expired;

automatically organizing the voice script into primary information and secondary information; and

automatically sending the voice script to the one or more persons if the client service outage has not been restored, wherein the primary information is sent before the secondary information.

2. The computerized method of claim 1, further comprising automatically sending at least some of the information to one or more employees of a service company within one hour from the start time.

3. The computerized method of claim 2, further comprising:

receiving an update to the information during the predetermined wait period; and

in response to receiving the update, automatically sending the update to one or more employees of the service company.

4. The computerized method of claim 1, wherein receiving the plurality of predefined parameters comprises receiving at least a key production environment of a client, a production environment manager, a client executive, a service restoration team, and a service restoration plan.

5. The computerized method of claim 1, wherein determining that the client service outage is of a particular severity level comprises receiving an indication that the client service outage is of a particular severity level.

6. The computerized method of claim 1, wherein determining that the client service outage is of a particular severity level comprises comparing the received information to one or more predefined criteria.

7. The computerized method of claim 1, wherein automatically sending comprises automatically paging.

8. The computerized method of claim 1, wherein automatically sending comprises automatically transmitting voice scripts.

9. A computerized method for addressing client service outages of a client, comprising:

receiving a plurality of predefined parameters of a client service outage;

storing the predefined parameters in a central repository;

receiving information regarding a client service outage;

receiving an indication that the client service outage is of a particular severity level;

in response to receiving the indication, automatically sending at least some of the received information to one or more employees of a service company;

receiving a change to one or more of the predefined parameters; and

automatically updating the central repository based on the change.

10. The computerized method of claim 9, wherein receiving the plurality of predefined parameters comprises receiving at least a key production environment of a client.

11. The computerized method of claim 9, further comprising:

receiving an update to the information; and

in response to receiving the update, automatically sending the update to the one or more employees.

12. The computerized method of claim 9, further comprising:

receiving a start time for the severity level one client service outage;

receiving a time zone based on the location of the client service outage;

receiving a daylight savings time indication for the time zone; and

automatically determining, based on the time zone, the daylight savings time indication, and a predetermined wait period, when to send a voice script to one or more high level executives of the service company, the voice script including the received information.

13. The computerized method of claim 12, further comprising:

identifying that the predetermined wait period has expired; and

automatically sending the voice script to the one or more high level executives if the client service outage has not been restored.

14. The computerized method of claim 9, wherein automatically sending comprises automatically paging.

15. The computerized method of claim 9, wherein automatically sending comprises automatically transmitting voice scripts.

16. A computerized method for addressing client service outages of a client, comprising:

receiving and storing a plurality of predefined parameters of a client service outage in a central repository;

receiving information regarding the client service outage;

determining, based on the received information, that the client service outage is of a particular severity level;

receiving a start time for the client service outage;

determining a time zone based on a location of the client service outage;

receiving a daylight savings time indication for the time zone;

automatically determining, based on the start time, the time zone, the daylight savings time indication, and a predetermined wait period, when to send a voice script to one or more persons associated with the service company, the voice script including a portion of the received information;

identifying that the predetermined wait period has expired; and

automatically sending the voice script to the one or more persons if the client service outage has not been restored.

17. The computerized method of claim 16, further comprising:

automatically organizing the voice script into primary information and secondary information; and

wherein automatically sending the voice script to the one or more persons if the client service outage has not been restored comprises automatically sending the primary information before the secondary information.

18. The computerized method of claim 16, further comprising:

receiving a change to one or more of the predefined parameters;

automatically updating the central repository based on the change;

19. The computerized method of claim 16, further comprising automatically sending at least some of the information to one or more employees of a service company within one hour from the start time.

20. The computerized method of claim 19, further comprising:

receiving an update to the information during the predetermined wait period; and

in response to receiving the update, automatically sending the update to one or more employees of the service company.

21. The computerized method of claim 16, wherein receiving the plurality of predefined parameters comprises receiving at least a key production environment of a client, a production environment manager, a client executive, a service restoration team, and a service restoration plan.

22. The computerized method of claim 16, wherein automatically sending comprises automatically paging.

23. The computerized method of claim 16, wherein automatically sending comprises automatically transmitting voice scripts.

24. The computerized method of claim 16, wherein one of the employees of the service company is a client executive, the method further comprising notifying, by the client executive, an executive sponsor of the client after a predetermined time period if the client service outage has not been restored.

25. Logic encoded in media for use by a company in addressing client service outages of a client, the logic operable to perform the following steps:

receive a plurality of predefined parameters of a client service outage;

store the predefined parameters in a central repository;

receive information regarding a client service outage;

receive an indication that the client service outage is of a particular severity level;

in response to receiving the indication, automatically send at least some of the received information to one or more employees of a service company;

receive a change to one or more of the predefined parameters; and

automatically update the central repository based on the change.

26. A computerized method for addressing client service outages of a client, comprising:

receiving information regarding a client service outage;

receiving an indication that the client service outage is of a particular severity level; and

in response to receiving the indication, automatically sending at least some of the information to one or more employees of a service company.