Managing information technology solution centers

Patent metadata

Field	Value
Publication number	US-9870542-B2
Application number	US-201113299146-A
Country	US
Kind code	B2
Filing date	Nov 17, 2011
Priority date	Nov 17, 2011
Publication date	Jan 16, 2018
Grant date	Jan 16, 2018

Abstract

The present disclosure describes methods, systems, and computer program products for managing an information technology (IT) solution center. One method includes determining a list of priorities about activities based on a set of properties related to the activities, optimizing the activities based on the list of priorities, and assigning the optimized activities with correlated actions. The correlated actions can include at least one of (i) appointing one or more entries of the activities to customer relationship management and (ii) transferring one or more entries of the activities to a notification user interface. The method may further include maintaining a database associated with an industry IT solution center, wherein the database includes the activities and the set of properties related to the activities, and displaying issues, technical incidents, and alerts grouped according to a set of definitions.

First claim

What is claimed is:

1. A computer-implemented method for managing an information technology (IT) solution center, the method comprising:
receiving, by at least one computer processor, a plurality of activities to be implemented by an information technology (IT) solution center associated with provisioning of hardware and software resources including at least one of a reconfiguration of existing hardware or software resources, installation or configuration or new software, or installation of new hardware, the plurality of activities received from a plurality of customers, wherein the IT solution center maintains a respective service level agreement (SLA) with each of the plurality of customers, and wherein each customer's SLA specifies a maximum downtime wherein customer hardware or software systems are unavailable for use by the customer and/or the customer's customers;
calculating, by at least one computer processor, for each of the plurality of customers, a list of remaining downtimes, each remaining downtime based on each customer's maximum downtime specified in each customer's SLA and each customer's total downtime that each customer has previously experienced;
optimizing, by at least one computer processor and via a central orchestration hub, the activities based on the list of calculated remaining downtimes and a determined priority of an issue type associated with the activity associated with provisioning the hardware and software, wherein optimizing the activities based on the list of calculated remaining downtimes and the priority of the issue type comprises prioritizing the activities based on a set of determined weighted values comprising a combination of the calculated remaining downtime of particular customers and the priority of the issue type associated with the activity, wherein activities received from a customer with a lower amount of remaining downtime are associated with a higher prioritization value relative to a customer with a relatively higher amount of remaining downtime; and
assigning, by at least one computer processor, the optimized activities with correlated actions based on, the correlated actions including at least one of:
appointing, by at least one computer processor, one or more entries of the activities to customer relationship management; or
transferring, by at least one computer processor, one or more entries of the activities to a notification user interface.

2. The method of claim 1 , wherein the list of remaining downtimes is included in a list of priorities which includes:
an incidents optimization based on service level agreement issues; and
a local orders optimization based on service level agreement requirements.

3. The method of claim 1 , further comprising:
maintaining a database associated with an industry IT solution center, wherein the database includes the activities and the list of remaining downtimes; and
displaying issues, technical incidents, and alerts grouped according to a set of definitions.

4. The method of claim 3 , wherein optimizing the activities further comprises optimizing the activities based on a set of properties which includes customer instructions and service level agreement status.

5. The method of claim 1 , wherein assigning the optimized activities with correlated actions includes:
assigning technical work to orders, contracts, or both in a customer relationship management system; and
transferring work to a financial management system to create bills associated with the assigned technical work.

6. The method of claim 1 , further comprising triggering the activities as new entries based on orders received from an enterprise resource planning system.

Assignees

• Kruempelmann Wulf
• Jacob Clemens
• Sap Se

Inventors

• Kruempelmann Wulf
• Jacob Clemens

Classifications

• G06Q10/06312

  Adjustment or analysis of established resource schedule, e.g. resource or task levelling, or dynamic rescheduling · CPC title

• G06Q10/06 Primary

  Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling · CPC title

• G06Q30/016

  After-sales · CPC title