Balanced Scorecard Method for Determining an Impact on a Business Service Caused by Degraded Operation of an IT System Component
First Claim
1. A method for analyzing alerts regarding degraded operation of Configuration Items (“
- CI'"'"'s”
) so as to determine impacts on business service elements (“
BSE'"'"'s”
) that compose a business service, the CI'"'"'s being part of an IT system that supports the business service and each CI being related to at least one BSE, the method comprising;
receiving the alerts;
extracting from the alerts identities of the CI'"'"'s;
determining the BSE'"'"'s to which the CI'"'"'s are related;
extracting from each alert at least one of the nature of the degraded operation (herein referred to as the “
service aspect”
) and the severity of the degraded operation; and
determining the impacts on the BSE'"'"'s caused by the degraded operation of the CI'"'"'s according to “
balanced scorecard”
formulas that take into account the at least one of the service aspects and the severities of the alerts.
3 Assignments
0 Petitions
Accused Products
Abstract
A “balanced scorecard” method is disclosed for determining degrees of impact on business service elements (BSE'"'"'s) caused by degradations of configuration items (CI'"'"'s) in an underlying IT system. The formulas are used by an Impact Calculation Engine (ICE) of a Business Services Management (BSM) system. They provide enhanced accuracy by accounting for “service aspects” of alerts (using categories such as performance, availability, security, end user, capacity, and financial) and/or degrees of CI degradation (in some embodiments using OSI Standards). The method eliminates manual assignment of degrees of impact. Preferred embodiments convert alerts to a common alert format, determine a separate degree of impact for each service aspect, and use default formulas when custom formulas are not provided. Some embodiments use a service subscription wizard to at least partly automate the assignment of CI-to-BSE relationships. Different balanced scorecards can apply to the same BSE at different times, dates, usage levels, etc.
23 Citations
19 Claims
-
1. A method for analyzing alerts regarding degraded operation of Configuration Items (“
- CI'"'"'s”
) so as to determine impacts on business service elements (“
BSE'"'"'s”
) that compose a business service, the CI'"'"'s being part of an IT system that supports the business service and each CI being related to at least one BSE, the method comprising;receiving the alerts; extracting from the alerts identities of the CI'"'"'s; determining the BSE'"'"'s to which the CI'"'"'s are related; extracting from each alert at least one of the nature of the degraded operation (herein referred to as the “
service aspect”
) and the severity of the degraded operation; anddetermining the impacts on the BSE'"'"'s caused by the degraded operation of the CI'"'"'s according to “
balanced scorecard”
formulas that take into account the at least one of the service aspects and the severities of the alerts. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19)
- CI'"'"'s”
Specification