Systems and methods for consolidated service level agreements

• US 20090043882A1
• Filed: 08/08/2007
• Published: 02/12/2009
• Est. Priority Date: 08/08/2007
• Status: Abandoned Application

• Current Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Original Assignee: Red Hat, Inc. (International Business Machines Corporation)
• Inventors: Mattox, John R., Hibbets, Jason S.
• Application Number:
  US11/882,953
• Publication Number:
  US 20090043882A1
• Time in Patent Office: Days
• US Class Current: 709/224
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

An embodiment relates providing collaborative support for a service portal. The method includes providing a plurality of products on the service portal, where each product is associated with a respective vendor. The method also includes receiving a set of selection of products based on the plurality of products and determining a set of support resources for the set of selection of products. The method further includes applying a single service level agreement to the set of selection of products, where a first product is associated with a first vendor and a second product is associated with a second vendor.

Claims

1. A method of providing collaborative support for a service portal, the method comprising:

providing a plurality of products on the service portal, each product associated with a respective vendor;

receiving a set of selection of products based on the plurality of products;

determining a set of support resources for the set of selected products; and

applying a single service level agreement to the set of selected products, wherein a first product is associated with a first vendor and a second product is associated with a second vendor.

2. The method of claim 1, further comprising:

receiving an issue in the service portal in accordance with the single service level agreement; and

instantiating a ticket configured to track the issue in response the receipt of the issue in the service portal.

3. The method of claim 2, further comprising determining a severity level for the issue.

4. The method of claim 3, further comprising attempting to resolve the issue with knowledge resources of the service portal.

5. The method of claim 4, further comprising notifying a sender of the issue an issue resolution message in response to the issue being resolved by the resources of the service portal.

6. The method of claim 4, further comprising escalating the severity level to the highest level in response to the issue not being resolved by the knowledge resources of the service portal.

7. The method of claim 6, further comprising collaborating with the respective vendor of a product that generated the issue to resolve the issue.

8. The method of claim 7, further comprising notifying a sender of the issue an issue resolution message in response to the issue being resolved.

9. A system for collaborative support for a service portal, the system comprising:

a web-ticketing system configured to manage technical issues, wherein a ticket is generated for each new technical issue received; and

a manager module configured to be coupled with the web-ticketing system and the knowledge library and is configured to execute a single service level agreement for a plurality of products being sold on the service portal, each product being associated with a respective vendor and the single service level agreement specifying required service times and services, wherein the manager module is configured to invoke the web-ticketing system to generate a ticket in response to a received technical issue associated with a purchased product from the plurality of products and to generate an update message in response to the ticket being assigned to an agent according to the single service level agreement.

10. The system of claim 9, further comprising a knowledge library further comprising a knowledgebase and a community forum, the community forum configured to receive questions from users and to post answers to the questions from a community of registered users, wherein the manager module is configured to generate the update message as being resolved in response to the agent resolving the issue by one of searching the knowledgebase and posting the technical issue to the community forum according to the single service level agreement.

11. The system of claim 10, wherein the manager module is configured to determining a severity level for the issue.

12. The system of claim 11, wherein the manager module is configured to notify a sender of the technical issue an issue resolution message in response to the issue being resolved by the resources of the service portal according to the single service level agreement.

13. The system of claim 11, wherein the manager module is configured to escalate the severity level to the highest level in response to the issue not being resolved by the knowledge resources of the service portal according to the single service level agreement.

14. The system of claim 13, wherein the manager module is configured to determine the respective vendor of the purchased product and notifying the agent of the respective vendor according to the single service level agreement.

15. The system of claim 14, wherein the manager module is configured to notify the sender of the technical issue an issue resolution message in response to the issue being resolved by collaboration between the agent and the vendor according to the single service level agreement.