Generating a representation of the status of a data processing system based on empirical operations metrics and derived sentiment metrics

Patent metadata

Field	Value
Publication number	US-9438480-B2
Application number	US-201414223730-A
Country	US
Kind code	B2
Filing date	Mar 24, 2014
Priority date	Mar 24, 2014
Publication date	Sep 6, 2016
Grant date	Sep 6, 2016

Abstract

A method includes performing operations as follows on a processor: communicating with a data processing system to collect empirical data associated with operations of the data processing system, communicating with a customer feedback system to collect user sentiment data associated with the data processing system, generating an operational status of the data processing system based on the empirical data, generating a sentimental status of the data processing system based on the user sentiment data, and generating a composite status of the data processing system based on the operational status and the sentimental status.

First claim

That which is claimed:

1. A method, comprising:
performing operations as follows on a processor:
communicating with a data processing system to collect empirical data associated with operations of the data processing system;
communicating with a customer feedback system to collect user sentiment data associated with the data processing system;
generating an operational status of the data processing system based on the empirical data;
generating a sentimental status of the data processing system based on the user sentiment data; and
generating a composite status of the data processing system based on the operational status and the sentimental status.

2. The method of claim 1 , wherein the empirical data comprises cumulative network traffic volume data, recent network traffic volume data, cumulative Transmission Control Protocol (TCP) connections data, recent TCP connections data, Central Processing Unit (CPU) utilization data, thread CPU utilization data, and/or memory utilization data.

3. The method of claim 1 , wherein the user sentiment data comprises social networking comment data, customer survey data, service desk system data, Internet blog data, Internet forum data, and/or Customer Relationship Management (CRM) data.

4. The method of claim 3 , wherein the social networking comment data comprises Internet search engine comments, Facebook posts, and/or Twitter tweets.

5. The method of claim 3 , wherein generating an operational status of the data processing system comprises:
defining operational metrics with defined thresholds, respectively;
comparing the empirical data with the defined thresholds to generate a comparison result; and
applying an operational policy to the comparison result to generate the operational status.

6. The method of claim 1 , wherein generating the sentimental status of the data processing system comprises:
generating a sentimental status for an application that executes on the data processing system.

7. The method of claim 1 , wherein generating the composite status of the data processing system comprises:
applying a composite policy to the operational status and the sentimental status to generate the composite status.

8. The method of claim 7 , further comprising:
communicating the operational status, the sentimental status, and the composite status to an administrator of the data processing system.

9. The method of claim 7 , further comprising:
generating an alert for an administrator of the data processing system based on the operational status, the sentimental status, and/or the composite status.

10. A system, comprising:
a processor; and
a memory coupled to the processor and comprising computer readable program code embodied in the memory that when executed by the processor causes the processor to perform operations comprising:
communicating with a data processing system to collect empirical data associated with operations of the data processing system;
communicating with a customer feedback system to collect user sentiment data associated with the data processing system;
generating an operational status of the data processing system based on the empirical data;
generating a sentimental status of the data processing system based on the user sentiment data; and
generating a composite status of the data processing system based on the operational status and the sentimental status.

11. The system of claim 10 , wherein the empirical data comprises cumulative network traffic volume data, recent network traffic volume data, cumulative Transmission Control Protocol (TCP) connections data, recent TCP connections data, Central Processing Unit (CPU) utilization data, thread CPU utilization data, and/or memory utilization data.

12. The system of claim 10 , wherein the user sentiment data comprises social networking comment data, customer survey data, service desk system data, Internet blog data, Internet forum data, and/or Customer Relationship Management (CRM) data.

13. The system of claim 12 , wherein the social networking comment data comprises Internet search engine comments, Facebook posts, and/or Twitter tweets.

14. The system of claim 12 , wherein generating an operational status of the data processing system comprises:
defining operational metrics with defined thresholds, respectively;
comparing the empirical data with the defined thresholds to generate a comparison result; and
applying an operational policy to the comparison result to generate the operational status.

15. The system of claim 10 , wherein generating the sentimental status of the data processing system comprises:
generating a sentimental status for an application that executes on the data processing system.

16. The system of claim 10 , wherein generating the composite status of the data processing system comprises:
applying a composite policy to the operational status and the sentimental status to generate the composite status.

17. The system of claim 16 , wherein the operations further comprise:
communicating the operational status, the sentimental status, and the composite status to an administrator of the data processing system.

18. The system of claim 16 , wherein the operations further comprise:
generating an alert for an administrator of the data processing system based on the operational status, the sentimental status, and/or the composite status.

19. A computer program product, comprising:
a tangible computer readable storage medium comprising computer readable program code embodied in the medium that when executed by a processor causes the processor to perform operations comprising:
communicating with a data processing system to collect empirical data associated with operations of the data processing system;
communicating with a customer feedback system to collect user sentiment data associated with the data processing system;
generating an operational status of the data processing system based on the empirical data;
generating a sentimental status of the data processing system based on the user sentiment data; and
generating a composite status of the data processing system based on the operational status and the sentimental status.

20. The computer program product of claim 19 , wherein the empirical data comprises cumulative network traffic volume data, recent network traffic volume data, cumulative Transmission Control Protocol (TCP) connections data, recent TCP connections data, Central Processing Unit (CPU) utilization data, thread CPU utilization data, and/or memory utilization data.

21. The computer program product of claim 19 , wherein the user sentiment data comprises social networking comment data, customer survey data, service desk system data, Internet blog data, Internet forum data, and/or Customer Relationship Management (CRM) data.

22. The computer program product of claim 21 , wherein the social networking comment data comprises Internet search engine comments, Facebook posts, and/or Twitter tweets.

23. The computer program product of claim 21 , wherein generating an operational status of the data processing system comprises:
defining operational metrics with defined thresholds, respectively;
comparing the empirical data with the defined thresholds to generate a comparison result; and
applying an operational policy to the comparison result to generate the operational status.

24. The computer program product of claim 19 , wherein generating the sentimental stat

Assignees

• Ca Inc

Inventors

• Kane John P
• Re Vincent
• Holmes Daniel
• Bond Darryl

Classifications

• H04L41/142 Primary

  using statistical or mathematical methods · CPC title

• H04L43/0817

  by checking functioning · CPC title

• H04L41/5074

  Handling of user complaints or trouble tickets · CPC title