Compliance monitoring

• US 8,046,704 B2
• Filed: 02/29/2008
• Issued: 10/25/2011
• Est. Priority Date: 04/30/2007
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services Limited (Accenture PLC)
• Inventors: Santos, Ricardo, Bhattacharjee, Pushpak, Fus, James F. Jr., Banerji, Amit
• Primary Examiner(s): ENGLAND, SARA M
• Application Number:
  US12/040,083
• Publication Number:
  US 20080270207A1
• Time in Patent Office: 1,334 Days
• Field of Search: 715/705, 715/764
• US Class Current: 715/764
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

A system and method for determining compliance for one or more information technology services may generate on the spot compliance reports based on real-time data. Compliance data may be retrieved or received from a variety of sources including incident diagnostic utilities, manual data entry and third-party software or applications. A compliance system and method may monitor the data being generated from each of the various sources in a real-time fashion, generating compliance information based thereon.

Claims

1. A computer implemented method comprising:

monitoring one or more processes being performed by information technology (IT) support personnel, wherein the processes are performed using an interactive process map that guides the IT support personnel through resolving an IT issue or providing an IT solution; and

receiving a request for a compliance report, then;

receiving, from the monitored processes, real-time data that specifies an actual amount of time taken for the IT support personnel to reach a particular step in the process map,

automatically determining an extent to which the monitored processes comply with the IT standard by comparing the received real-time data to one or more compliance parameters associated with an IT standard, wherein the one or more compliance parameters specify a predefined threshold time associated with reaching the particular step in the process map, and

generating a compliance report that specifies the extent to which the monitored processes comply with the IT standard.

2. The method of claim 1, wherein generating a compliance report that specifies an extent to which the monitored processes comply with the IT standard comprises generating a compliance report that specifies an extent to which the monitored processes comply with the Control Objectives for Information and related Technology (COBIT) standard.

3. The method of claim 1, wherein receiving the real-time data comprises:

providing a manual input source to allow the IT support personnel to enter or upload the real-time data; and

receiving the real-time data through the manual input source from the IT support personnel.

4. The method of claim 1, wherein automatically determining an extent to which the monitored processes comply with the IT standard further comprises automatically determining whether particular documentation identified by the IT support personnel actually exists.

5. The method of claim 1, wherein automatically determining an extent to which the monitored processes comply with the IT standard further comprises automatically determining whether an amount of data requested matches an amount of data entered.

6. The method of claim 1, wherein automatically determining an extent to which the monitored processes comply with the IT standard further comprises comparing an actual number of security breaches to a threshold number of security breaches associated with the compliance parameters.

7. The method of claim 1, comprising:

determining that the monitored processes fail to comply with the IT standards, then generating and transmitting a message to one or more individuals associated with governing the processes.

8. The method of claim 1, wherein the compliance report comprises multiple color-coded pie charts that each correspond to a compliance objective of the IT standard.

9. A system comprising:

one or more computers; and

a computer-readable medium coupled to the one or more computers having instructions stored thereon which, when executed by the one or more computers, cause the one or more computers to perform operations comprising;

monitoring one or more processes being performed by information technology (IT) support personnel, wherein the processes are performed using an interactive process map that guides the IT support personnel through resolving an IT issue or providing an IT solution; and

receiving a request for a compliance report, then;

receiving, from the monitored processes, real-time data that specifies an actual amount of time taken for the IT support personnel to reach a particular step in the process map,

automatically determining an extent to which the monitored processes comply with the IT standard by comparing the received real-time data to one or more compliance parameters associated with an IT standard, wherein the one or more compliance parameters specify a predefined threshold time associated with reaching the particular step in the process map, and

generating a compliance report that specifies the extent to which the monitored processes comply with the IT standard.

10. The system of claim 9, wherein generating a compliance report that specifies an extent to which the monitored processes comply with the IT standard comprises generating a compliance report that specifies an extent to which the monitored processes comply with the Control Objectives for Information and related Technology (COBIT) standard.

11. The system of claim 9, wherein receiving the real-time data comprises:

providing a manual input source to allow the IT support personnel to enter or upload the real-time data; and

receiving the real-time data through the manual input source from the IT support personnel.

12. The system of claim 9, wherein automatically determining an extent to which the monitored processes comply with the IT standard further comprises automatically determining whether particular documentation identified by the IT support personnel actually exists.

13. The system of claim 9, wherein automatically determining an extent to which the monitored processes comply with the IT standard further comprises automatically determining whether an amount of data requested matches an amount of data entered.

14. The system of claim 9, wherein automatically determining an extent to which the monitored processes comply with the IT standard further comprises comparing an actual number of security breaches to a threshold number of security breaches associated with the compliance parameters.

15. The system of claim 9, wherein automatically determining an extent to which the monitored processes comply with the IT standard further comprises comparing an actual number of security breaches to a threshold number of security breaches associated with the compliance parameters.

16. The system of claim 9, wherein the operations comprise:

determining that the monitored processes fail to comply with the IT standards, then generating and transmitting a message to one or more individuals associated with governing the processes.

17. A computer storage medium encoded with a computer program, the program comprising instructions that when executed by one or more computers cause the one or more computers to perform operations comprising:

monitoring one or more processes being performed by information technology (IT) support personnel, wherein the processes are performed using an interactive process map that guides the IT support personnel through resolving an IT issue or providing an IT solution; and

receiving a request for a compliance report, then;

receiving, from the monitored processes, real-time data that specifies an actual amount of time taken for the IT support personnel to reach a particular step in the process map,

automatically determining an extent to which the monitored processes comply with the IT standard by comparing the received real-time data to one or more compliance parameters associated with an IT standard, wherein the one or more compliance parameters specify a predefined threshold time associated with reaching the particular step in the process map, and

generating a compliance report that specifies the extent to which the monitored processes comply with the IT standard.

18. The medium of claim 17, wherein generating a compliance report that specifies an extent to which the monitored processes comply with the IT standard comprises generating a compliance report that specifies an extent to which the monitored processes comply with the Control Objectives for Information and related Technology (COBIT) standard.