METHOD AND APPARATUS FOR MODEL DRIVEN SERVICE DELIVERY MANAGEMENT

• US 20070282692A1
• Filed: 06/05/2006
• Published: 12/06/2007
• Est. Priority Date: 06/05/2006
• Status: Abandoned Application

• Current Assignee: Anil Nigam, Ann M. Moyer, Ellis Edward Bishop, Heiko Hary Ludwig, Pankaj Dhoolia, Prashant Jain, Rajesh Jaluka, Santhosh Babu Kumaran, Tian J.Y. Chao
• Original Assignee: Anil Nigam, Ann M. Moyer, Ellis Edward Bishop, Heiko Hary Ludwig, Pankaj Dhoolia, Prashant Jain, Rajesh Jaluka, Santhosh Babu Kumaran, Tian J.Y. Chao
• Inventors: Bishop, Ellis Edward, Chao, Tian Jy, Dhoolia, Pankaj, Jain, Prashant, Jaluka, Rajesh, Kumaran, Santhosh Babu, Ludwig, Heiko Hary, Moyer, Ann M., Nigam, Anil
• Application Number:
  US11/422,145
• Publication Number:
  US 20070282692A1
• Time in Patent Office: Days
• US Class Current: 705/26
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]

Abstract

Disclosed is an apparatus and method for organizing a service request processing system. The method includes receiving operational model data from domain knowledge, receiving business performance model data from said domain knowledge, developing a solution model based upon said domain knowledge and other data, and implementing a service delivery platform to execute a service request for processing said service request.

Claims

1. A method for organizing a service request processing system, comprising:

receiving operational model data from domain knowledge

receiving business performance model data from said domain knowledge

developing a solution model based upon said domain knowledge and other data

and implementing a service delivery platform to execute a service request for processing said service request.

2. The method of claim 1 further comprises:

providing a clear separation of service delivery platform from the service offerings thereby leading to dynamic support for new offerings.

3. The method of claim 1 further comprises:

providing a true global delivery model based process automation with planning and scheduling component factoring location based holidays and work-time-zones in the planning process.

4. The method of claim 1 further comprises:

providing a service delivery management internationalization portal thereby providing a locale based view of the service order process.

5. The method of claim 1 further comprises:

providing an optimized set of service offerings with parameterized and rule-based service plans.

6. The method of claim 1 further comprises:

providing a scalable competency based approach to service delivery.

7. The method of claim 1 further comprises:

organizing delivery capability along with optimal competencies based on an on-demand model.

8. The method of claim 1 further comprises:

providing a service delivery performance management platform modeled and monitored via Key Performance Indicators (KPIs) with support for notification on any violation of service level agreements.

9. Apparatus for organizing a service request processing system, the apparatus comprising:

at least one computer being configured to be operative to;

receive operational model data from domain knowledge,

receive business performance model data from said domain knowledge,

develop a solution model based upon said domain knowledge and other data,

and implement a service delivery platform to execute a service request for processing said service request.

10. The apparatus of claim 9 further comprises:

a dynamic runtime planning engine to convert and handle raw orders.

11. A computer-based method for an electronic service offering, comprising:

receiving operational model data from domain knowledge

receiving business performance model data from said domain knowledge

developing a solution model based upon said domain knowledge and other data

and implementing a service delivery platform to execute a service request for processing said service request.

12. The method of claim 11 further comprises:

providing a clear separation of service delivery platform from the service offerings thereby leading to dynamic support for new offerings.

13. The method of claim 11 further comprises:

providing a true global delivery model based process automation with planning and scheduling component factoring location based holidays and work-time-zones in the planning process.

14. The method of claim 11 further comprises:

providing a service delivery management internationalization portal thereby providing a locale based view of the service order process.

15. The method of claim 11 further comprises:

providing an optimized set of service offerings with parameterized and rule-based service plans.

16. A program storage device readable by a machine, tangibly embodying a program of instructions executable by the machine to perform a method comprising:

receiving operational model data from domain knowledge

receiving business performance model data from said domain knowledge

developing a solution model based upon said domain knowledge and other data

and implementing a service delivery platform to execute a service request for processing said service request.