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Self-service application for a service management system and method of operation thereof

  • US 8,949,393 B2
  • Filed: 11/21/2008
  • Issued: 02/03/2015
  • Est. Priority Date: 11/21/2007
  • Status: Expired due to Fees
First Claim
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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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