Task extension for service level agreement state management

Patent metadata

Field	Value
Publication number	US-10469340-B2
Application number	US-201715492958-A
Country	US
Kind code	B2
Filing date	Apr 20, 2017
Priority date	Apr 21, 2016
Publication date	Nov 5, 2019
Grant date	Nov 5, 2019

Abstract

Breaches of service level agreements (SLAs) of a computer network can be identified based on changes to statuses of components of the computer network. A status of a component of the computer network can be determined to have changed responsive to an event affecting the computer network. The component can be determined to be included in a list of components used to meet conditions of the SLAs. A record of a task table can be updated according to the changed status of the component responsive to determining that the component is included in the list of components. Records of the task table are associated with ones of the SLAs. It can then be determined that the changed status of the component prevents a condition of an SLA associated with the updated record from being met. The SLA can be identified as breached responsive to that determination.

First claim

What is claimed is:

1. A system for identifying breaches of service level agreements (SLAs) of a computer network based on changes to statuses of components of the computer network, the system comprising:
a memory; and
a processor,
wherein the memory includes instructions executable by the processor to:
determine that a status of a component of the computer network has changed responsive to an event affecting the computer network, wherein determining that the status of the component has changed comprises:
receiving an alert associated with the component, wherein the event corresponds to the alert;
performing impact calculation against a configuration item (CI) of a configuration management database (CMDB) based on the alert, wherein the CI represents the component within the CMDB; and
determining that a severity of the CI has changed responsive to the impact calculation, wherein the status of the component corresponds to the severity of the CI;

determine that the component is included in a list of components used to meet one or more conditions of an SLA with respect to a computing network task;
update a record associated with the computing network task and the SLA with data indicative of the changed status of the component responsive to a determination that the component is included in the list of components;
determine that the changed status of the component prevents the one or more conditions of the SLA from being met; and
identify the SLA as breached.

2. The system of claim 1 , wherein the instructions to determine that the changed status of the component prevents the one or more conditions of the SLA from being met include instructions executable by the processor to:
determine that a definition of the condition requires an attribute of the component to have a defined value; and
determine that a value of the changed status of the component does not reflect the defined value, wherein the changed status corresponds to the attribute.

3. The system of claim 1 , wherein the instructions to determine that the changed status of the component prevents the one or more conditions of the SLA from being met include instructions executable by the processor to:
identify the SLA by querying an SLA table for an SLA record having an identifier that matches an identifier of the component, wherein SLA records of the SLA table correspond to ones of the SLAs.

4. The system of claim 1 , wherein the instructions to determine that the changed status of the component prevents the one or more conditions of the SLA from being met include instructions executable by the processor to:
determine that functionality of a software service including the component is impaired responsive to the event; and
determine that the impaired functionality of the software service prevents the component from meeting the condition of the SLA.

5. The system of claim 1 , wherein the memory includes instructions executable by the processor to:
define the SLA by associating values of attributes of one or more components with the condition, wherein the SLA is breached when the attributes of the one or more components do not reflect the associated values.

6. The system of claim 5 , wherein the memory includes instructions executable by the processor to:
include the one or more components within the list of components responsive to defining the SLA.

7. The system of claim 1 , wherein the updated record of the task table corresponds to a software service of the computer network, wherein the component is one of a plurality of components of the computer network that is associated with the software service.

8. A method for identifying breaches of service level agreements (SLAs) of a computer network based on changes to statuses of components of the computer network, the method comprising:
determining that a status of a component of the computer network has changed responsive to an event affecting the computer network, wherein determining that the status of the component has changed comprises:
receiving an alert associated with the component, wherein the event corresponds to the alert;
performing impact calculation against a configuration item (CI) of a configuration management database (CMDB) based on the alert, wherein the CI represents the component within the CMDB; and

determining that a severity of the CI has changed responsive to the impact calculation, wherein the status of the component corresponds to the severity of the CI;
determining that the component is included in a list of components used to meet one or more conditions of an SLA with respect to a computing network task;
updating a record associated with the computing network task and the SLA with data indicative of the changed status of the component responsive to a determination that the component is included in the list of components;
determining that the changed status of the component prevents the one or more conditions of the SLA from being met; and
identifying the SLA as breached.

9. The method of claim 8 , wherein determining that the changed status of the component prevents the one or more conditions of the SLA from being met comprises:
determining that a definition of the condition requires an attribute of the component to have a defined value; and
determining that a value of the changed status of the component does not reflect the defined value, wherein the changed status corresponds to the attribute.

10. The method of claim 8 , wherein determining that the changed status of the component prevents the one or more conditions of the SLA from being met comprises:
identifying the SLA by querying an SLA table for an SLA record having an identifier that matches an identifier of the component, wherein SLA records of the SLA table correspond to ones of the SLAs.

11. The method of claim 8 , wherein determining that the changed status of the component prevents the one or more conditions of the SLA from being met comprises:
determining that functionality of a software service including the component is impaired responsive to the event; and
determining that the impaired functionality of the software service prevents the component from meeting the condition of the SLA.

12. The method of claim 8 , the method comprising:
defining the SLA by associating values of attributes of one or more components with the condition, wherein the SLA is breached when the attributes of the one or more components do not reflect the associated values.

13. The method of claim 12 , the method comprising:
including the one or more components within the list of components responsive to defining an SLA.

14. The method of claim 8 , wherein the updated record of the task table corresponds to a software service of the computer network, wherein the component is one of a plurality of components of the computer network that is associated with the software service.

15. A non-transitory computer-readable storage medium, comprising processor-executable routines that, when executed by a processor, facilitate a performance of operations comprising:
determining that a status of a component of a computer network has changed responsive to an event affecting the computer network, wherein determining that the status of the component has changed comprises:
receiving an alert associated with the component, wherein the event corresponds to the alert;
performing impact calculation against a configuration item (CI) of a configuration management database (CMDB) based on the alert, wherein the CI represents the component within the CMDB; and
determining that a severity of the CI has changed responsiv

Assignees

• Servicenow Inc

Inventors

• Biran Noam
• Gati Ofer

Classifications

• H04L41/065 Primary

  involving logical or physical relationship, e.g. grouping and hierarchies · CPC title

• H04L41/5012

  determining service availability, e.g. which services are available at a certain point in time · CPC title

• H04L41/5035 Primary

  Electricity · mapped topic

• H04L43/091 Primary

  Measuring contribution of individual network components to actual service level · CPC title