System and method for service level management

• US 9,509,524 B2
• Filed: 10/28/2011
• Issued: 11/29/2016
• Est. Priority Date: 05/24/1999
• Status: Expired due to Fees

• Current Assignee: CA, Inc. (d/b/a CA Technologies) (Broadcom, Inc.)
• Original Assignee: CA, Inc. (d/b/a CA Technologies) (Broadcom, Inc.)
• Inventors: Lewis, Lundy
• Primary Examiner(s): Zeender, Ryan
• Assistant Examiner(s): BUCHANAN, CHRISTOPHER R
• Application Number:
  US13/284,358
• Publication Number:
  US 20120041858A1
• Time in Patent Office: 1,859 Days
• Field of Search: None
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/04 Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem" market predictions or forecasting for commercial activities G06Q30/0202
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/06312 Adjustment or analysis of established resource schedule, e.g. resource or task levelling, or dynamic rescheduling
• CPC Class Codes: G06Q 10/06315 Needs-based resource requirements planning or analysis
• CPC Class Codes: G06Q 10/0637 Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/04 Billing or invoicing
• CPC Class Codes: G06Q 40/12 Accounting
• CPC Class Codes: H04L 41/024 using relational databases for representation of network management data, e.g. managing via structured query language [SQL]
• CPC Class Codes: H04L 41/042 comprising distributed management centres cooperatively managing the network
• CPC Class Codes: H04L 41/0631 using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
• CPC Class Codes: H04L 41/16 using machine learning or artificial intelligence
• CPC Class Codes: H04L 41/5003 Managing SLA; Interaction between SLA and QoS
• CPC Class Codes: H04L 41/5009 Determining service level performance parameters or violations of service level contracts, e.g. violations of agreed response time or mean time between failures [MTBF]
• CPC Class Codes: H04L 41/5032 Generating service level reports
• CPC Class Codes: H04L 43/00 Arrangements for monitoring or testing data switching networks
• CPC Class Codes: H04L 43/0817 by checking functioning
• CPC Class Codes: H04L 43/0847 Transmission error
• CPC Class Codes: H04L 43/0852 Delays
• CPC Class Codes: H04L 43/0882 : Utilisation of link capacity
• CPC Class Codes: H04L 43/0888 : Throughput
• CPC Class Codes: H04L 43/0894 : Packet rate
• CPC Class Codes: H04L 43/12 : Network monitoring probes

Abstract

The system and method described herein may provide service level management, wherein business processes may be composed of services. A state of the service may be defined by one or more service parameters, which depend upon performance of network components that support the service (e.g., component parameters). The state of the service may depend, for example, on a collection of service parameter values for availability, reliability, security, integrity, and response time. A service level agreement is a contract between a supplier and a customer that identifies services supported by a network, service parameters for the service, and service levels (e.g., acceptable levels for each service parameter).

Claims

1. A service level management method, comprising:

receiving a first service level agreed upon between a supplier associated with a service and a customer associated with the service, pursuant to a service level agreement, to be provided for a first time period of the service provided over an electronic network of network components to support the service and a second service level agreed upon between the supplier and the customer, different from the first service level, to be provided, pursuant to the service level agreement, for a second time period, different from the first time period, of the service, wherein the service comprises an electronic service electronically provided by the electronic network of network components, wherein a billing time period for the service comprises the first time period and the second time period, and wherein the first service level comprises a value used to indicate an acceptable service quality, the service quality comprising availability, reliability, or usability;

monitoring, by a computing device, a value associated with a component parameter that measures the performance associated with a network component of the network components that supports the service;

determining, by the computing device, a value of a service parameter that represents performance associated with the service based on the monitored value associated with the component parameter;

comparing, by the computing device, a value associated with the service parameter for the first time period to a first target value related to the first service level;

comparing, by the computing device, a value associated with the service parameter for the second time period to a second target value related to the second service level; and

responsive to the comparing indicating that the value associated with the service parameter for the first time period does not meet the first target value for the first time period or the comparing indicating that the value associated with the service parameter for the second time period does not meet the second target value for the second time period, providing instructions to automatically reconfigure, by a computing system, at least one of the network components in the electronic network such that the value associated with the service parameter for the first time period conforms to the first service level or the value associated with the service parameter for the second time period conforms to the second service level.

2. The service level management method of claim 1, further comprising generating a service level report that indicates whether the value associated with the service parameter for the first time period conforms to the first service level for the first time period and whether the value associated with the service parameter for the second time period conforms to the second service level for the second time period, wherein the service level report describes a regular fee that the customer owes to the supplier in exchange for the supplier providing the service over the billing time period.

3. The service level management method of claim 2, wherein comparing the value associated with the service parameter to the first target value related to the first service level further comprises:

adding a financial reward to the regular fee that the customer owes to the supplier responsive to a determination that the value associated with the service parameter exceeds the first target value related to the first service level over the first time period; and

deducting a financial penalty from the regular fee that the customer owes to the supplier responsive to a determination that the value associated with the service parameter fails to meet the first target value related to the first service level over the first time period.

4. The service level management method of claim 3, further comprising generating a bill that describes an amount that the customer owes to the supplier in exchange for the supplier providing the service over the billing time period, wherein the amount described in the bill equals the regular fee, the regular fee with the financial reward added thereto, or the regular fee with the financial penalty subtracted therefrom depending on whether the value associated with the service parameter meets, exceeds, or fails to meet the first target value related to the first service level over the first time period.

5. The service level management method of claim 1, further comprising making available a graphical user interface via which a service level for each time period of a plurality of time periods in the billing period is selected, the plurality of time periods comprising the first time period and the second time period.

6. The service level management method of claim 5, wherein the customer is able to select the service levels via the graphical user interface.

7. The service level management method of claim 5, further comprising:

presenting, via the user interface, a first cost associated with a first selection of values associated with a first plurality of service levels; and

presenting, via the user interface, a second cost associated with a second selection of values associated with a second plurality of service levels.

8. The service level management method of claim 5, further comprising facilitating selection, via the user interface, of a plurality of service levels for a plurality of service parameters associated with the service for each time period of the plurality of time periods.

9. The service level management method of claim 1, further comprising mapping, on the computing device, the monitored value associated with the component parameter to the determined value of the service parameter.

10. A service level management system, comprising:

a service analysis system having a processor configured to;

receive a first service level agreed upon between a supplier associated with a service and a customer associated with the service, pursuant to a service level agreement, to be provided for a first time period of the service provided over an electronic network of network components to support the service and a second service level agreed upon between the supplier and the customer, different from the first service level, to be provided, pursuant to the service level agreement, for a second time period, different from the first time period, of the service, wherein the service comprises an electronic service electronically provided by the electronic network of network components, wherein a billing time period for the service comprises the first time period and the second time period, and wherein the first service level comprises a value used to indicate an acceptable service quality, the service quality comprising availability, reliability, or usability;

monitor a value associated with a component parameter that measures the performance associated with a network device of the network devices that supports the service;

determine a value of a service parameter that represents performance associated with the service based on the monitored value associated with the component parameter;

compare a value associated with the service parameter for the first time period to a first target value related to the first service level;

compare a value associated with the service parameter for the second time period to a second target value related to the second service level; and

responsive to a comparison result indicating that the value associated with the service parameter for the first time period does not meet the first target value for the first time period or a comparison result indicating that the value associated with the service parameter for the second time period does not meet the second target value for the second time period, provide instructions to automatically reconfigure, by a computing system, at least one of the network components in the electronic network such that the value associated with the service parameter for the first time period conforms to the first service level or the value associated with the service parameter for the second time period conforms to the second service level.

11. The service level management system of claim 10, wherein the processor associated with the service analysis system is further configured to:

add a financial reward to the regular fee that the customer owes to the supplier responsive to a determination that the value associated with the service parameter exceeds the first target value related to the first service level over the first time period;

deduct a financial penalty from the regular fee that the customer owes to the supplier responsive to a determination that the value associated with the service parameter fails to meet the first target value related to the first service level over the first time period; and

generate a bill that describes an amount that the customer owes to the supplier in exchange for the supplier providing the service over the billing time period, wherein the amount described in the bill equals the regular fee, the regular fee with the financial reward added thereto, or the regular fee with the financial penalty subtracted therefrom depending on whether the value associated with the service parameter meets, exceeds, or fails to meet the first target value related to the first service level over the first time period.

12. The service level management system of claim 10, wherein the processor associated with the service analysis system is further configured to generate a service level report that indicates whether the value associated with the service parameter for the first time period conforms to the first service level for the first time period and whether the value associated with the service parameter for the second time period conforms to the second service level for the second time period, wherein the service level report describes a regular fee that the customer owes to the supplier in exchange for the supplier providing the service over the billing time period.

13. The service level management system of claim 10, wherein the processor is further configured to make available a graphical user interface allowing selection of a service level for each time period of a plurality of time periods in the billing period, the plurality of time periods comprising the first time period and the second time period.

14. The service level management system of claim 13, wherein the processor is further configured to:

present, via the user interface, a first cost associated with a first selection of values associated with a first plurality of service levels; and

present, via the user interface, a second cost associated with a second selection of values associated with a second plurality of service levels.

15. The service level management system of claim 13, wherein the processor is further configured to facilitate selection, via the user interface, of a plurality of service levels for a plurality of service parameters associated with the service for each time period of the plurality of time periods.

16. A computer program product comprising:

a non-transitory computer readable storage medium storing information, the stored information comprising;

instructions configured to cause a computing device to;

receive a first service level agreed upon between a supplier associated with a service and a customer associated with the service, pursuant to a service level agreement, to be provided for a first time period of the service provided over an electronic network of network components to support the service and a second service level agreed upon between the supplier and the customer, different from the first service level, to be provided, pursuant to the service level agreement, for a second time period, different from the first time period, of the service, wherein the service comprises an electronic service electronically provided by the electronic network of network components, wherein a billing time period for the service comprises the first time period and the second time period, and wherein the first service level comprises a value used to indicate an acceptable service quality, the service quality comprising availability, reliability, or usability;

monitor a value associated with a component parameter that measures the performance associated with a network component of the network components that supports the service;

determine a value of a service parameter that represents performance associated with the service based on the monitored value associated with the component parameter;

compare a value associated with the service parameter for the first time period to a first target value related to the first service level;

compare a value associated with the service parameter for the second time period to a second target value related to the second service level; and

responsive to a comparison result indicating that the value associated with the service parameter for the first time period does not meet the first target value for the first time period or a comparison result indicating that the value associated with the service parameter for the second time period does not meet the second target value for the second time period, provide instructions to automatically reconfigure, by a computing system, at least one of the network components in the electronic network such that the value associated with the service parameter for the first time period conforms to the first service level or the value associated with the service parameter for the second time period conforms to the second service level.

17. The computer program product of claim 16, wherein the stored information further comprise instructions configured to cause a computing device to generate a service level report that indicates whether the value associated with the service parameter for the first time period conforms to the first service level for the first time period and whether the value associated with the service parameter for the second time period conforms to the second service level for the second time period, wherein the service level report describes a regular fee that the customer owes to the supplier in exchange for the supplier providing the service over the billing time period.

18. The computer program product of claim 16, wherein the instructions to compare the value associated with the service parameter to the first target value related to the first service level for the first time period further comprises:

instructions to add a financial reward to the regular fee that the customer owes to the supplier responsive to a determination that the value associated with the service parameter exceeds the first target value related to the first service level over the first time period; and

instructions to deduct a financial penalty from the regular fee that the customer owes to the supplier responsive to a determination that the value associated with the service parameter fails to meet first target value related to the the first service level over the first time period.

19. The computer program product of claim 18, further comprising instructions to generate a bill that describes an amount that the customer owes to the supplier in exchange for the supplier providing the service over the billing time period, wherein the amount described in the bill equals the regular fee, the regular fee with the financial reward added thereto, or the regular fee with the financial penalty subtracted therefrom depending on whether the value associated with the service parameter meets, exceeds, or fails to meet the first target value related to the first service level over the first time period.

20. The computer program product of claim 16, further comprising instructions to make available a graphical user interface via which a service level for each time period of a plurality of time periods in the billing period is selected, the plurality of time periods comprising the first time period and the second time period.

21. The computer program product of claim 20, wherein the customer is able to select the service levels via the graphical user interface.

22. The computer program product of claim 20, further comprising instructions to:

present, via the user interface, a first cost associated with a first selection of values associated with a first plurality of service levels; and

present, via the user interface, a second cost associated with a second selection of values associated with a second plurality of service levels.

23. The computer program product of claim 20, further comprising instructions to facilitate selection, via the user interface, of a plurality of service levels for a plurality of service parameters associated with the service for each time period of the plurality of time periods.

24. The computer program product of claim 16, further comprising instructions to map the monitored value associated with the component parameter to the determined value of the service parameter.