METHOD AND APPARATUS FOR GENERATING STATISTICS ON INFORMATION TECHNOLOGY SERVICE MANAGEMENT PROBLEMS AMONG ASSETS

• US 20090138583A1
• Filed: 11/28/2007
• Published: 05/28/2009
• Est. Priority Date: 11/28/2007
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Kumhyr, David Bruce, Watt, Stephen James, Childress, Rhonda L.
• Application Number:
  US11/946,725
• Publication Number:
  US 20090138583A1
• Time in Patent Office: Days
• US Class Current: 709/223
• CPC Class Codes: H04L 41/0213 Standardised network management protocols, e.g. simple network management protocol [SNMP]
• CPC Class Codes: H04L 41/064 involving time analysis
• CPC Class Codes: H04L 41/0663 Performing the actions predefined by failover planning, e.g. switching to standby network elements
• CPC Class Codes: H04L 41/5064 Customer relationship management
• CPC Class Codes: H04L 41/5074 Handling of user complaints or trouble tickets

Abstract

The illustrative embodiments described herein provide a computer implemented method, apparatus, and computer program product for generating a set of statistics on information technology service management problems among assets within a network. A data processing system monitors the network for a systems management system message containing information associated with a reported problem of an asset within the network. The systems management system message is generated by the asset associated with the reported problem. Responsive to detecting the systems management system message, the data processing system stores the information associated with the reported problem of the asset contained in the systems management system message to a set of stored data. The data processing system generates the set of statistics on information technology service management problems among the assets within the network using the set of stored data.

Claims

1. A computer implemented method for generating a set of statistics on information technology service management problems among assets within a network, the computer implemented method comprising:

monitoring the network for a systems management system message containing information associated with a reported problem of an asset within the network, wherein the systems management system message is generated by the asset associated with the reported problem;

responsive to detecting the systems management system message, storing the information associated with the reported problem of the asset contained in the systems management system message to a set of stored data; and

generating the set of statistics on information technology service management problems among the assets within the network using the set of stored data.

2. The computer implemented method of claim 1, wherein the systems management system message is sent using a simple network management protocol (SNMP) trap.

3. The computer implemented method of claim 1, wherein monitoring the network includes polling the assets within the network for the systems management system message containing information associated with the reported problem of an asset.

4. The computer implemented method of claim 1, wherein monitoring the network includes receiving the systems management system message from a simple network management protocol (SNMP) trap.

5. The computer implemented method of claim 1, wherein the set of statistics comprises of types of assets, types of problems associated with the types of assets, solutions associated with the types of problems, and a resolution time associated with the types of problems.

6. The computer implemented method of claim 1, further comprising:

comparing the set of statistics to a second set of statistics to generate a comparative report, wherein the second set of statistics is generated by a help desk system.

7. A computer program product comprising:

a computer usable medium including computer usable program code for generating a set of statistics on information technology service management problems among assets within a network, the computer program product comprising;

computer usable program code for monitoring the network for a systems management system message containing information associated with a reported problem of an asset within the network, wherein the systems management system message is generated by the asset associated with the reported problem;

computer usable program code for storing the information associated with the reported problem of the asset contained in the systems management system message to a set of stored data in response to detecting the systems management system message; and

computer usable program code for generating the set of statistics on information technology service management problems among the assets within the network using the set of stored data.

8. The computer program product of claim 7, wherein the systems management system message is sent using a simple network management protocol (SNMP) trap.

9. The computer program product of claim 7, wherein the computer usable program code for monitoring the network includes computer usable program code for polling the assets within the network for the systems management system message containing information associated with the reported problem of an asset.

10. The computer program product of claim 7, wherein the computer usable program code for monitoring the network includes computer usable program code for receiving the systems management system message from a simple network management protocol (SNMP) trap.

11. The computer program product of claim 7, wherein the set of statistics comprises of types of assets, types of problems associated with the types of assets, solutions associated with the types of problems, and a resolution time associated with the types of problems.

12. The computer program product of claim 7, further comprising:

computer usable program code for comparing the set of statistics to a second set of statistics to generate a comparative report, wherein the second set of statistics is generated by a help desk system.

13. An apparatus comprising:

a bus system;

a communications system connected to the bus system;

a memory connected to the bus system, wherein the memory includes computer usable program code; and

a process unit connected to the bus system, wherein the process unit executes the computer usable program code to monitor the network for a systems management system message containing information associated with a reported problem of an asset within the network, wherein the systems management system message is generated by the asset associated with the reported problem;

store the information associated with the reported problem of the asset contained in the systems management system message to a set of stored data in response to detecting the systems management system message;

generate the set of statistics on information technology service management problems among the assets within the network using the set of stored data.

14. The apparatus of claim 13, wherein the systems management system message is sent using a simple network management protocol (SNMP) trap.

15. The apparatus of claim 13, wherein the computer usable program code to monitor the network includes computer usable program code to poll the assets within the network for the systems management system message containing information associated with the reported problem of an asset.

16. The apparatus of claim 13, wherein the computer usable program code to monitor the network includes computer usable program code to receive the systems management system message from a simple network management protocol (SNMP) trap.

17. The apparatus of claim 13, wherein the set of statistics comprises of types of assets, types of problems associated with the types of assets, solutions associated with the types of problems, and a resolution time associated with the types of problems.

18. The apparatus of claim 13, further comprising:

computer usable program code to compare the set of statistics to a second set of statistics to generate a comparative report, wherein the second set of statistics is generated by a help desk system.