Intelligently monitoring and dispatching information technology service alerts

• US 8,751,879 B2
• Filed: 03/30/2011
• Issued: 06/10/2014
• Est. Priority Date: 03/30/2011
• Status: Active Grant

• Current Assignee: ServiceNow Incorporated
• Original Assignee: International Business Machines Corporation
• Inventors: Francisco, Carlos Alberto, Junior, Sergio Antonio Toso, Rosler, Adan, Rotta, Thiago Cesar
• Primary Examiner(s): Lottich, Joshua P
• Assistant Examiner(s): Arcos, Jeison C
• Application Number:
  US13/075,464
• Publication Number:
  US 20120254671A1
• Time in Patent Office: 1,168 Days
• Field of Search: 714/48, 714/26, 714/39, 714/57, 705/35, 705/7.27, 726/22
• US Class Current: 714/57
• CPC Class Codes: G06F 11/0709 in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems
• CPC Class Codes: G06F 11/0772 Means for error signaling, e.g. using interrupts, exception flags, dedicated error registers
• CPC Class Codes: G06F 11/0781 Error filtering or prioritizing based on a policy defined by the user or on a policy defined by a hardware/software module, e.g. according to a severity level
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: H04L 41/069 using logs of notifications; Post-processing of notifications

Abstract

In a method for intelligently monitoring and dispatching an Information Technology (IT) service alert, a computer receives a service error alert and classifies the service error alert. The computer assigns the service error alert, based on the service error alert class. The computer monitors the progress of the resolution of the service error alert.

Claims

1. A computer system for intelligently monitoring and dispatching Information Technology (IT) service alerts, the system comprising:

one or more processors, one or more computer-readable memories, one or more computer-readable storage devices, a skill level data table for storing a skill level score for each of a plurality of analysts, and program instructions stored on at least one of the one or more storage devices for execution by at least one of the one or more processors via at least one of the one or more memories, the program instructions comprising;

first program instructions to receive a service error alert;

second program instructions to classify the received service error alert;

third program instructions to assign the service error alert to an analyst, from the plurality of analysts, based on the service error alert classification and based on a skill level of the analyst; and

fourth program instructions to monitor the progress of the resolution of the service error alert.

2. The computer system of claim 1, further comprising fifth program instructions to determine whether the service error alert is in a predefined format.

3. The computer system of claim 1, further comprising:

a service level agreement data table for storing parameters of a service level agreement, wherein the second program instructions to classify the received service error alert, classify the received service error alert based on the stored parameters.

4. The computer system of claim 3, wherein the second program instructions to classify the received service error alert, classifies the received service error alert as one of known, repeated, false, and normal.

5. The computer system of claim 1, wherein the fourth program instructions to monitor the progress of the resolution of the service error alert determine whether a predetermined action has been performed within a predetermined time period.

6. The computer system of claim 5, further comprising:

sixth program instructions to re-classify the service error alert; and

seventh program instructions to re-assign the service error alert, in response to the fourth program instructions determining that the predetermined action has not been performed within the predetermined time period.

7. A method for intelligently monitoring and dispatching Information Technology (IT) service alerts, the method comprising the steps of:

a computer receiving a service error alert;

a computer classifying the received service error alert;

a computer retrieving a skill level for each of a plurality of analysts from a skill level data table;

a computer assigning the service error alert to an analyst of the plurality of analysts, based on the service error alert classification and based on a skill level of the analyst; and

a computer monitoring the progress of the resolution of the service error alert.

8. The method of claim 7, further comprising the steps of:

a computer determining whether the service error alert is in a predefined format.

9. The method of claim 7, wherein the computer classifies the service error alert by comparing the service error alert to stored parameters in a service level agreement data table.

10. The method of claim 9, wherein the computer classifies the service error alert as one of known, repeated, false, and normal.

11. The method of claim 7, wherein the step of the computer monitoring the progress of the resolution of the service error alert further comprises determining whether a predetermined action has been performed within a predetermined time period.

12. The method of claim 11, further comprising the steps of:

the computer re-classifying the service error alert; and

the computer re-assigning the service error alert, responsive to the computer determining that the predefined action has not been performed within the predetermined time period.

13. A computer program product for intelligently monitoring and dispatching Information Technology (IT) service alerts, the computer program product comprising:

first program instructions to receive a service error alert;

second program instructions to classify the received service error alert;

third program instructions to retrieve a skill level for each of a plurality of analysts from a skill level data table and to assign the service error alert to an analyst, from the plurality of analysts, based on the service error alert classification and further based on a skill level of the analyst; and

fourth program instructions to monitor the progress of the resolution of the service error alert.

14. The computer program product of claim 13, wherein the second program instructions to classify the received service error alert, classify the received service error alert based on the parameters stored in a service level agreement data table.

15. The computer program product of claim 13, wherein the second program instructions to classify the received service error alert, classify the received service error alert as one of known, repeated, false, and normal.

16. The computer program product of claim 13, wherein the fourth program instructions to monitor the progress of the resolution of the service error alert determine whether a predetermined action has been performed within a predetermined time period.

17. The computer program product of claim 16, further comprising:

sixth program instructions to re-classify the service error alert; and

seventh program instructions to re-assign the service error alert, in response to the fourth program instructions determining that the predetermined action has not been performed within the predetermined time period.