BENCHMARKING ACCOUNTS IN APPLICATION MANAGEMENT SERVICE (AMS)

• US 20150324726A1
• Filed: 06/23/2015
• Published: 11/12/2015
• Est. Priority Date: 04/17/2014
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Li, Ta-Hsin, Li, Ying, Liu, Rong, Sukaviriya, Piyawadee, Yang, Jeaha
• Application Number:
  US14/747,309
• Publication Number:
  US 20150324726A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis

Abstract

An application management service account benchmarking. An account profile is generated associated with a target account. Data associated with the target account collected and prepared for benchmarking. A benchmarking pool is formed to include a set of accounts with which to compare the target account. Operational KPIs are designed for benchmarking analysis. Measurements associated with the operational KPIs are determined for the target account and the set of accounts in the benchmarking pool. Benchmarking is conducted based on the measurements. A graph of a distance map is generated and presented on a graphical user interface. Post benchmarking analysis is performed that suggests an action to be performed for the target account.

Claims

1. A method for an application management service account benchmarking, comprising:

generating an account profile associated with a target account;

collecting data associated with the target account and preparing the data for benchmarking, the data comprising at least ticket data received for processing by the target account;

forming, based on one or more criteria, a benchmarking pool comprising a set of accounts with which to compare the target account;

defining operational KPIs for benchmarking analysis;

computing measurements associated with the operational KPIs for the target account and the set of accounts in the benchmarking pool;

conducting benchmarking based on the measurements;

generating a graph of a distance map representing benchmarking outcome;

presenting the graph on a graphical user interface; and

performing post benchmarking analysis to recommend an action for the target account.

2. The method of claim 1, wherein the collecting data comprises cleansing the data, sampling the data, mapping the data and normalizing the data.

3. The method of claim 1, wherein the performing post benchmarking analysis further suggests future benchmarking dimensions, and tracks benchmarking performance over a period of time.

4. The method of claim 1, further comprising mining social data to identify discussion topics and concept keywords, wherein the mined social data is used to generate the account profile, form the benchmarking pool and assist the post benchmarking analysis.

5. The method of claim 1, wherein the benchmarking pool is formed based on the account profile, mined social data and benchmarking history.

6. The method of claim 1, wherein the set of operational KPIs capture operation performance of the target account and comprises ticket volume, ticket resolution time and backlog status, the method further comprising computing an overall impression score associated with one or more of the measurements, the overall impression score comparing the target account with the set of accounts.

7. The method of claim 1, further comprising selecting a data range to use for said conducting of the benchmark, the data range selected based on most densely populated data period in the benchmarking pool.

8. The method of claim 1, wherein each node in the graph represents an account, and the distance between two nodes is proportional to a performance disparity between the two nodes.