METHOD AND SYSTEM FOR MANAGING INFORMATION TECHNOLOGY (IT) INFRASTRUCTURAL ELEMENTS

• US 20100082388A1
• Filed: 09/28/2009
• Published: 04/01/2010
• Est. Priority Date: 09/29/2008
• Status: Active Grant

• Current Assignee: Infosys Limited
• Original Assignee: Infosys Technologies Limited (Infosys Limited)
• Inventors: DIXIT, Milind Vinod, KONDIPARTHY, Sridhar, CHACKO, Binny
• Granted Patent: US 8,161,326 B2
• Time in Patent Office: Days
• US Class Current: 705/7
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

The present invention provides a method, system and computer program product for managing the Information Technology (IT) infrastructural elements of multiple organizations. The system monitors various IT infrastructural elements, such as networks, operating systems, databases, and software applications of multiple organizations. Alerts corresponding to various issues related to the IT infrastructural elements are generated. Based on the alerts, the system provides information related to the issues to a support team for solving them.

Claims

1. A system for managing one or more Information Technology (IT) infrastructural elements, the one or more IT infrastructural elements belonging to a plurality of organizations, the system comprising:

a. a monitoring module configured for monitoring one or more parameters of the one or more IT infrastructural elements, each of the one or more parameters being monitored for generating one or more alerts;

b. an event management module configured for processing the one or more alerts, the one or more alerts being processed by performing one or more operations on the one or more alerts; and

c. a service desk module configured for providing one or more tickets to a support team for remedy of an issue corresponding to each alert of the one or more alerts, the one or more tickets being generated for each of the one or more processed alerts, each of the one or more tickets comprising details of the issue.

2. The system according to claim 1, wherein the one or more IT infrastructural elements comprise at least one of one or more operating systems, one or more networks, one or more databases, and one or more software applications.

3. The system according to claim 1 further comprising a portal module configured for providing a graphical user interface to the monitoring module and the service desk module.

4. The system according to claim 1, wherein the monitoring module comprises an agent module configured for providing one or more software agents for polling one or more parameters, the one or more software agents being provided to each of the one or more IT infrastructural elements.

5. The system according to claim 4, wherein the agent module comprises a network agent module configured for providing at least one software agent of the one or more software agents for polling one or more parameters corresponding to the one or more networks.

6. The system according to claim 4, wherein the agent module comprises a database agent module configured for providing at least one software agent of the one or more software agents for polling one or more parameters corresponding to the one or more databases.

7. The system according to claim 4, wherein the agent module comprises an operating system agent module configured for providing at least one software agent of the one or more software agents for polling one or more parameters corresponding to the one or more operating systems.

8. The system according to claim 4, wherein the agent module comprises an application agent module configured for providing at least one software agent of the one or more software agents for polling one or more parameters corresponding to the one or more software applications.

9. The system according to claim 1, wherein the monitoring module comprises an alert generation module configured for generating the one or more alerts for the one or more parameters by comparing each of the one or more parameters to a corresponding threshold value.

10. The system according to claim 1, wherein the monitoring module comprises an alert generation module configured for generating the one or more alerts for the one or more parameters based on availability of the one or more IT infrastructural elements.

11. The system according to claim 1, wherein the one or more operations comprise filtering of the one or more alerts, prioritizing of the one or more alerts and tagging the one or more alerts, the tagging being performed by assigning one or more attributes to the one or more alerts based on the one or more filtered alerts and the one or more prioritized alerts.

12. The system according to claim 1, wherein the service desk module comprises a ticket generation module configured for generating the one or more tickets.

13. The system according to claim 12, wherein the ticket generation module comprises an asset management module configured for managing a plurality of assets for the plurality of organizations.

14. The system according to claim 13, wherein the ticket generation module comprises a Service Level Agreement (SLA) module configured for managing one or more service level agreements with the plurality of organizations.

15. The system according to claim 14, wherein the ticket generation module further comprises an incident and problem management module configured for:

a. receiving an alert of the one or more alerts;

b. identifying a cause for the issue corresponding to the alert; and

c. generating a ticket based on at least one of the one or more service level agreements and the cause.

16. The system according to claim 15, wherein the ticket generation module further comprises a change management module configured for identifying at least one asset of the plurality of assets to be replaced, the at least one asset being identified based on at least one of the one or more service level agreements and the ticket.

17. The system according to claim 1, wherein the service desk module further comprises an approval module configured for forwarding a ticket of the one or more tickets for approval, the ticket being forwarded to an authorized approver.

18. A method for managing one or more Information Technology (IT) infrastructural elements, the one or more IT infrastructural elements belonging to a plurality of organizations, the method comprising:

a. monitoring one or more parameters of the one or more IT infrastructural elements;

b. generating one or more alerts for the one or more parameters being monitored;

c. processing the one or more alerts by performing one or more operations on each alert of the one or more alerts; and

d. generating one or more tickets based on the one or more processed alerts, each of the one or more tickets comprising details of an issue corresponding to an alert of the one or more alerts, the one or more tickets being forwarded to a support team for remedy of the issue.

19. The method according to claim 18, wherein the one or more IT infrastructural elements comprise at least one of one or more operating systems, one or more networks, one or more databases, and one or more software applications.

20. The method according to claim 18, wherein the monitoring comprises polling one or more parameters, the polling of the one or more parameters being performed by one or more software agents provided to each of the one or more IT infrastructural elements.

21. The method according to claim 18, wherein the one or more alerts for the one or more parameters are generated by comparing each of the one or more parameters with a corresponding threshold value.

22. The method according to claim 18, wherein the one or more alerts for the one or more parameters are generated based on availability of the one or more IT infrastructural elements.

23. The method according to claim 18, wherein the one or more operations comprise filtering of the one or more alerts, prioritizing of the one or more alerts and tagging of the one or more alerts, the tagging being performed by assigning one or more attributes to the one or more alerts based on the one or more filtered alerts and the one or more prioritized alerts.

24. The method according to claim 18 further comprising forwarding a ticket of the one or more tickets for approval, the ticket being approved by an authorized approver.

25. A computer program product for use with a computer, the computer program product comprising a computer usable medium having a computer readable program code embodied therein for managing one or more Information Technology (IT) infrastructural elements, the one or more IT infrastructural elements belonging a plurality of organizations, the computer readable program code performing:

a. monitoring one or more parameters of the one or more IT infrastructural elements;

b. generating one or more alerts for the one or more parameters being monitored;

c. processing the one or more alerts by performing one or more operations on each alert of the one or more alerts; and

d. generating one or more tickets based on the one or more processed alerts, each of the one or more tickets comprising details of an issue corresponding to an alert of the one or more alerts, the one or more tickets being forwarded to a support team for remedy of the issue.

26. The computer program product of claim 25, wherein the one or more IT infrastructural elements comprise at least one of one or more operating systems, one or more networks, one or more databases, and one or more software applications.

27. The computer program product of claim 25, wherein the monitoring comprises polling one or more parameters, the polling of the one or more parameters being performed by one or more software agents provided to each of the one or more IT infrastructural elements.

28. The computer program product of claim 25, wherein the one or more alerts for the one or more parameters are generated by comparing each of the one or more parameters with a corresponding threshold value.

29. The computer program product of claim 25, wherein the one or more alerts for the one or more parameters are generated based on availability of the one or more IT infrastructural elements.

30. The computer program product of claim 25, wherein the one or more operations comprise filtering of the one or more alerts, prioritizing of the one or more alerts and tagging of the one or more alerts, the tagging being performed by assigning one or more attributes to the one or more alerts based on the one or more filtered alerts and the one or more prioritized alerts.

31. The computer program product of claim 25, wherein the computer readable program code further performs forwarding a ticket of the one or more tickets for approval, the ticket being approved by an authorized approver.