Self-service application for a service management system and method of operation thereof
First Claim
1. A service management system, comprising:
- a processor;
a service description repository configured to contain service descriptions that define services in terms of end points that assume roles in said services, wherein each of said roles define functions, alerts, and key-value pairs of interest for each of said end points; and
a self-service application configured to provide service monitoring capabilities to a subscriber of at least one of said services by;
mapping end points into at least one of said roles pertaining to one of said services from a corresponding one of said service descriptions;
determining relevant key-value pairs and relevant functions for end points in the said one of said services based upon its at least one of said roles;
collecting said relevant key-value pairs and said relevant functions on said end points pertaining to an issue with respect to said one of said services;
evaluating said relevant key-value pairs and said relevant functions using optimal values, wherein said optimal values are defined based on a context of an end point, a subscriber, and a customer segmentation scheme;
when a predefined condition regarding said issue is met, employing said relevant key-value pairs and said relevant functions to address said issue, said employing including presenting said relevant functions as steps for said subscriber to follow to address said issue; and
testing to determine whether said issue is addressed;
wherein said key-value pairs represent attributes of said end points, and said optimal values are predefined known values that are compared to said key-value pairs to determine diagnostic and state information for said end points.
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Abstract
A service management system and method. In one embodiment, the service management system includes: (1) a service description repository configured to contain service descriptions that define services in terms of a set of end points that assume roles in the services and (2) a self-service application configured to collect ones of the end points mapped into roles pertaining to one of the services from a corresponding one of the service descriptions, collect key/value pairs on the ones of the end points pertaining to an issue with respect to the one of the services, evaluate the key/value pairs using optimal values and, if a predefined condition regarding the issue is met, attempt to employ the key/value pairs to address the issue.
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Citations
19 Claims
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1. A service management system, comprising:
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a processor; a service description repository configured to contain service descriptions that define services in terms of end points that assume roles in said services, wherein each of said roles define functions, alerts, and key-value pairs of interest for each of said end points; and a self-service application configured to provide service monitoring capabilities to a subscriber of at least one of said services by; mapping end points into at least one of said roles pertaining to one of said services from a corresponding one of said service descriptions; determining relevant key-value pairs and relevant functions for end points in the said one of said services based upon its at least one of said roles; collecting said relevant key-value pairs and said relevant functions on said end points pertaining to an issue with respect to said one of said services; evaluating said relevant key-value pairs and said relevant functions using optimal values, wherein said optimal values are defined based on a context of an end point, a subscriber, and a customer segmentation scheme; when a predefined condition regarding said issue is met, employing said relevant key-value pairs and said relevant functions to address said issue, said employing including presenting said relevant functions as steps for said subscriber to follow to address said issue; and testing to determine whether said issue is addressed; wherein said key-value pairs represent attributes of said end points, and said optimal values are predefined known values that are compared to said key-value pairs to determine diagnostic and state information for said end points. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method of providing self-service performed by a processor, comprising:
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storing service descriptions that define services in terms of end points that assume roles in said services in a service description repository, wherein each of said roles define functions, alerts, and key-value pairs of interest for each of said end points; and executing a self-service application configured to provide service monitoring capabilities to a subscriber of at least one of said services by; mapping end points into at least one of said roles pertaining to one of said services from a corresponding one of said service descriptions; determining relevant key-value pairs and relevant functions for end points in said one of said services based upon said at least one of said roles; collecting data including said relevant key-value pairs and said relevant functions on said end points pertaining to an issue with respect to said one of said services; evaluating said relevant key-value pairs and said relevant functions using optimal values, wherein said optimal values are defined based on a context of an end point, a subscriber, and a customer segmentation scheme; when a predefined condition regarding said issue is met, employing said relevant key-value pairs and said relevant functions to address said issue, said employing including presenting said relevant functions as steps for said subscriber to follow to address said issue; and testing to determine whether said issue is addressed; wherein said key-value pairs represent attributes of said end points, and said optimal values are predefined known values that are compared to said key-value pairs to determine diagnostic and state information for said end points. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19)
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Specification