CUSTOMER SERVICE REPRESENTATIVE SUPPORT APPLICATION FOR A SERVICE MANAGEMENT SYSTEM AND METHOD OF OPERATION THEREOF
First Claim
1. A service management system, comprising:
- a service description repository configured to contain service descriptions that define services in terms of a set of end points that assume roles in said services; and
a customer service representative support application configured to collect ones of said end points mapped into roles pertaining to one of said services from a corresponding one of said service descriptions, collect key/value pairs on said ones of said end points pertaining to an issue with respect to said one of said services, evaluate said key/value pairs using optimal values and, if a predefined condition regarding said issue is met, attempt to employ said key/value pairs to address said issue.
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Accused Products
Abstract
A service management system and method. In one embodiment, the service management system includes: (1) a service description repository configured to contain service descriptions that define services in terms of a set of end points that assume roles in the services and (2) a customer service representative support application configured to collect ones of the end points mapped into roles pertaining to one of the services from a corresponding one of the service descriptions, collect key/value pairs on the ones of the end points pertaining to an issue with respect to the one of the services, evaluate the key/value pairs using optimal values and, if a predefined condition regarding the issue is met, attempt to employ the key/value pairs to address the issue.
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Citations
21 Claims
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1. A service management system, comprising:
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a service description repository configured to contain service descriptions that define services in terms of a set of end points that assume roles in said services; and a customer service representative support application configured to collect ones of said end points mapped into roles pertaining to one of said services from a corresponding one of said service descriptions, collect key/value pairs on said ones of said end points pertaining to an issue with respect to said one of said services, evaluate said key/value pairs using optimal values and, if a predefined condition regarding said issue is met, attempt to employ said key/value pairs to address said issue. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A method of supporting a customer service representative, comprising:
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collecting end points mapped into roles pertaining to a service from a corresponding service description; collecting key/value pairs on said end points pertaining to an issue with respect to said service; evaluating said key/value pairs using optimal values; if a predefined condition regarding said issue is met, attempting to employ said key/value pairs to address said issue; and testing to determine whether said issue is addressed. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20, 21)
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Specification