Managing event metrics for service management analytics

Patent metadata

Field	Value
Publication number	US-10102240-B2
Application number	US-201414538125-A
Country	US
Kind code	B2
Filing date	Nov 11, 2014
Priority date	Nov 11, 2014
Publication date	Oct 16, 2018
Grant date	Oct 16, 2018

Abstract

Aspects of the present invention manage event metrics as a function of service management analytics. In response to determining that a version of record associated with a service level management agreement should be saved (versioned), aspects capture the presence of reference attributes of the record, and summarize and aggregate values of organizing dimensions of the reference attributes of each of a plurality of records that includes the versioned record. Aspects generate a snapshot that comprises a subset of the summarized and aggregated, final values of the organizing dimensions of the reference attributes that are selected as having values that are associated with an event occurrence, and attach the summarized and aggregated values of the organizing dimensions of to the snapshot.

First claim

What is claimed is:

1. A computer implemented method for managing event metrics as a function of service management analytics, the method comprising executing on a computer processor:
determining that a record associated with a service level management agreement needs to be versioned in response to determining that metric metadata attribute values of the record are changeable;
in response to determining that the record needs to be versioned, capturing a present state of values of a plurality of reference attributes of the record, and generating a versioned record as a function of the captured present state of values of the plurality of reference attributes and a time during which the versioned record is generated;
summarizing and aggregating values of a plurality of organizing dimensions of the reference attributes of each of a plurality of records that comprises the versioned record;
generating a snapshot that comprises a subset of the summarized and aggregated final values of the organizing dimensions of the reference attributes that are selected as having values that are associated with an event occurrence; and
attaching the summarized and aggregated values of the plurality of organizing dimensions of the reference attributes to the snapshot.

2. The method according to claim 1 , further comprising:
generating the snapshot in response to determining that the event occurrence compromises compliance with the service level management agreement; and
wherein the event occurrence is selected from the group consisting of a receipt of a ticket from a specific application, a total number of received tickets reaching a threshold amount, and a value of organizing dimension of the reference attributes reaching a threshold value.

3. The method according to claim 2 , further comprising:
determining whether the record needs to be versioned based on the metric metadata, wherein each metric represented by the metric metadata includes its own unique requirements for qualification of records, duration, and credit calculations; and
wherein the values of reference attributes of the record are selected from the group of values consisting of ticket class, incident, category, category description, identity of the person who opened a ticket, identity of the person who resolved the ticket, and identity of the person who closed the ticket.

4. The method according to claim 3 , further comprising:
in response to determining that the record needs to be versioned based on the metric metadata, saving the captured present state of the values of the plurality of reference attributes of the record and a version of the record in a fact table; and
wherein the plurality of organizing dimensions values comprises a time of day, a day of the month, a time interval, a location of a call center, and a type of a business unit for which management is required by the service level management agreement.

5. The method according to claim 4 , further comprising:
in response to determining that the record does not need to be versioned based on the metric metadata, overwriting the record in the fact table in response to determining that the record already exists in the fact table.

6. The method according to claim 5 , further comprising:
generating a prediction model based on the snapshot and the attached summarized and aggregated values of the plurality of organizing dimensions of the reference attributes;
creating a new event trigger as a function of the prediction model that causes the generation of an additional snapshot in response to a determination that is selected from the group consisting of discovering a root cause of the event occurrence, and predicting a future outcome value of one of the reference attributes that violates the service level management agreement.

7. The method of claim 1 , further comprising:
integrating computer-readable program code into a computer system comprising a processor, a computer readable memory in circuit communication with the processor, and a computer readable storage medium in circuit communication with the processor; and
wherein the processor executes program code instructions stored on the computer-readable storage medium via the computer readable memory and thereby performs the determining that the record needs to be versioned in response to determining that metric metadata attribute values of the record are changeable, the capturing the present state of values of the plurality of reference attributes of the record, the generating the versioned record, the summarizing and aggregating the values of the plurality of organizing dimensions, the generating the snapshot, and the attaching the summarized and aggregated values of the plurality of organizing dimensions of the reference attributes to the snapshot.

8. A system, comprising:
a processor;
a computer readable memory in circuit communication with the processor; and
a computer readable storage medium in circuit communication with the processor;
wherein the processor executes program instructions stored on the computer-readable storage medium via the computer readable memory and thereby:
determines that a record associated with a service level management agreement needs to be versioned in response to determining that metric metadata attribute values of the record are changeable;
in response to determining that the record needs to be versioned, captures a present state of values of a plurality of reference attributes of the record, and generates a versioned record as a function of the captured present state of values of the plurality of reference attributes and a time during which the versioned record is generated;
summarizes and aggregates values of a plurality of organizing dimensions of the reference attributes of each of a plurality of records that comprises the versioned record;
generates a snapshot that comprises a subset of the summarized and aggregated final values of the organizing dimensions of the reference attributes that are selected as having values that are associated with an event occurrence; and
attaches the summarized and aggregated values of the plurality of organizing dimensions of the reference attributes to the snapshot.

9. The system of claim 8 , wherein the processor executes the program instructions stored on the computer-readable storage medium via the computer readable memory and thereby:
generates the snapshot in response to determining that the event occurrence compromises compliance with the service level management agreement; and
wherein the event occurrence is selected from the group consisting of a receipt of a ticket from a specific application, a total number of received tickets reaching a threshold amount, and a value of organizing dimension of the reference attributes reaching a threshold value.

10. The system of claim 9 , wherein the processor executes the program instructions stored on the computer-readable storage medium via the computer readable memory and thereby:
determines whether the record needs to be versioned based on the metric metadata, wherein each metric represented by the metric metadata includes its own unique requirements for qualification of records, duration, and credit calculations; and
wherein the values of reference attributes of the record are selected from the group of values consisting of ticket class, incident, category, category description, identity of the person who opened a ticket, identity of the person who resolved the ticket, and identity of the person who closed the ticket.

11. The system of claim 10 , wherein the processor executes the program instructions stored on the computer-readable storage medium via the computer readable memory and thereby:

Assignees

• IBM
• Inernational Business Machines Corp

Inventors

• Balasubramanyan Arun
• Liu Yuntao
• Prinz Pamela K
• Rudden Mary E

Classifications

• G06F17/30371 Primary

  Physics · mapped topic

• H04L43/067

  using time frame reporting · CPC title

• G06F17/30575

  Physics · mapped topic

• H04L41/147

  for predicting network behaviour · CPC title

• H04L41/5009

  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 title