Virtual subject matter expert provisioning

Patent metadata

Field	Value
Publication number	US-11615330-B2
Application number	US-202016823260-A
Country	US
Kind code	B2
Filing date	Mar 18, 2020
Priority date	Mar 18, 2020
Publication date	Mar 28, 2023
Grant date	Mar 28, 2023

Abstract

Provisioning a virtual subject matter expert (SME) can include hosting the virtual SME on computer hardware communicatively coupled with a data communications network. The virtual SME can comprise a set of actions that are configured by a technology vendor. As configured, the actions can support a technology that is supplied to a client by the technology vendor. Access to the virtual SME can be provided on a provisioning platform communicatively coupled to the data communications network. The virtual SME can be provisioned to the client in response to a request from the client conveyed via the data communications network. The virtual SME can be provisioned to the client by operatively coupling the virtual SME with an enterprise information technology domain that includes the technology supplied to the client by the technology vendor.

First claim

What is claimed is:

1. A method, comprising:
hosting, on computer hardware communicatively coupled with a data communications network, a virtual subject matter expert (SME), wherein
the virtual SME comprises a set of actions that are configured by a technology vendor and that, as configured, are capable of supporting a technology that is supplied to a client by the technology vendor, and
the virtual SME comprises a learning module for learning characteristics of an enterprise IT domain and performance characteristics of actions performed by the virtual SME in supporting the technology over a predetermined time interval, and generating based on the learning at least one of a recommendation for operating the technology or a guideline for operating the technology;

providing access to the virtual SME on a provisioning platform communicatively coupled to the data communications network;
provisioning the virtual SME to the client in response to a request from the client conveyed via the data communications network; and
granting the virtual SME privileges to modify the technology, and wherein the virtual SME modifies the technology according to the recommendation or guideline in response to determining a current configuration of the technology does not match a criteria provided by the recommendation, wherein
the virtual SME is provisioned to the client by operatively coupling the virtual SME with the enterprise information technology (IT) domain that includes the technology supplied to the client by the technology vendor.

2. The method of claim 1 , wherein
the client comprises multiple clients and the virtual SME is provisioned to each of the multiple clients across multiple different enterprise IT domains, and further comprising
performing data analytics on data collected from the virtual SME regarding actions performed by the virtual SME for each of the multiple clients and generating based on the data analytics at least one of a recommendation or a guideline.

3. The method of claim 1 , further comprising
determining a complexity of a task performed by the virtual SME and, based on the determining, operatively coupling with at least one other virtual SME or recommending provisioning a different virtual SME for supporting the technology.

4. The method of claim 1 , further comprising
modifying the virtual SME in response to at least one of a client request or client feedback.

5. The method of claim 1 , wherein
the virtual SME is configured to operatively couple with at least one of a service management tool, a system management tool, a container orchestration system, an authorization platform, or an authentication system.

6. A system, comprising:
a processor configured to initiate operations including:
hosting, on computer hardware communicatively coupled with a data communications network, a virtual subject matter expert (SME), wherein
the virtual SME comprises a set of actions that are configured by a technology vendor and that, as configured, are capable of supporting a technology that is supplied to a client by the technology vendor, and
the virtual SME comprises a learning module for learning characteristics of an enterprise IT domain and performance characteristics of actions performed by the virtual SME in supporting the technology over a predetermined time interval, and generating based on the learning at least one of a recommendation for operating the technology or a guideline for operating the technology;

providing access to the virtual SME on a provisioning platform communicatively coupled to the data communications network;
provisioning the virtual SME to the client in response to a request from the client conveyed via the data communications network; and
granting the virtual SME privileges to modify the technology, and wherein the virtual SME modifies the technology according to the recommendation or guideline in response to determining a current configuration of the technology does not match a criteria provided by the recommendation, wherein

the virtual SME is provisioned to the client by operatively coupling the virtual SME with the enterprise information technology (IT) domain that includes the technology supplied to the client by the technology vendor.

7. The system of claim 6 , wherein the client comprises multiple clients and the virtual SME is provisioned to each of the multiple clients across multiple different enterprise IT domains, and wherein the processor is configured to initiate operations further comprising
performing data analytics on data collected from the virtual SME regarding actions performed by the virtual SME for each of the multiple clients and generating based on the data analytics at least one of a recommendation or a guideline.

8. The system of claim 6 , wherein the processor is configured to initiate operations further comprising
determining a complexity of a task performed by the virtual SME and, based on the determining, operatively coupling with at least one other virtual SME or recommending provisioning a different virtual SME for supporting the technology.

9. The system of claim 6 , wherein the processor is configured to initiate operations further comprising
modifying the virtual SME in response to at least one of a client request or client feedback.

10. A computer program product, the computer program product comprising:
one or more computer-readable storage media and program instructions collectively stored on the one or more computer-readable storage media, the program instructions executable by a processor to cause the processor to initiate operations including:
hosting, on computer hardware communicatively coupled with a data communications network, a virtual subject matter expert (SME), wherein
the virtual SME comprises a set of actions that are configured by a technology vendor and that, as configured, are capable of supporting a technology that is supplied to a client by the technology vendor, and
the virtual SME comprises a learning module for learning characteristics of an enterprise IT domain and performance characteristics of actions performed by the virtual SME in supporting the technology over a predetermined time interval, and generating based on the learning at least one of a recommendation for operating the technology or a guideline for operating the technology;

providing access to the virtual SME on a provisioning platform communicatively coupled to the data communications network;
provisioning the virtual SME to the client in response to a request from the client conveyed via the data communications network; and
granting the virtual SME privileges to modify the technology, and wherein the virtual SME modifies the technology according to the recommendation or guideline in response to determining a current configuration of the technology does not match a criteria provided by the recommendation, wherein

the virtual SME is provisioned to the client by operatively coupling the virtual SME with the enterprise information technology (IT) domain that includes the technology supplied to the client by the technology vendor.

11. The computer program product of claim 10 , wherein
the client comprises multiple clients and the virtual SME is provisioned to each of the multiple clients across multiple different enterprise IT domains, and wherein the program instructions are executable by the processor to cause the processor to initiate operations further comprising
performing data analytics on data collected from the virtual SME regarding actions performed by the virtual SME for each of the multiple clients and generating based on the data analytics at least one of a recommendation or a guideline.

Assignees

• Kyndryl Inc

Inventors

• Rajmohan
• Thangavelu Suresh Kumar
• Kappal Manjit Krishnan
• Punathichi Kandiyil Biju
• Jacob Roy
• Vadayadiyil Raveendran Pramod

Classifications

• G06N5/022

  Knowledge engineering; Knowledge acquisition · CPC title

• G06N20/00

  Machine learning · CPC title

• G06Q30/016 Primary

  After-sales · CPC title

• G06N5/043 Primary

  Distributed expert systems; Blackboards · CPC title