Information technology service request level of service monitor
First Claim
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1. A method for monitoring service tickets for information technology service providers to ensure that levels of service to a customer are met, the method comprising:
- inspecting a service ticket in a database to determine a deadline for when a problem associated with the service ticket must be resolved;
determining a deadline approaching alert time at which a help desk user must be notified that the deadline for resolving the problem must be met; and
alerting the help desk user that the deadline for resolving the problem is approaching when the deadline approaching alert time is reached.
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Accused Products
Abstract
A method, system, and computer program product for monitoring service tickets for information technology (IT) service providers to ensure that levels of service regarding resolving problems identified by a customer are met is provided. In one embodiment, a monitoring server inspects a service ticket in a database to determine a deadline for when a problem associated with the service ticket must be resolved. The server then determines a deadline approaching alert time. This deadline approaching alert time is a time at which a help desk user must be notified that the deadline for resolving the problem must be met is approaching. The server then alerts the help desk user that the deadline for resolving the problem is approaching when the deadline approaching alert time is reached. If the problem is not resolved by the deadline, the server periodically alerts the help desk user when times for status updates, which have been specified by a level of service agreement for updating the customer of the status of resolution of problems that have past deadline, are approaching, thereby ensuring that the IT provider meets its obligations to the customer.
46 Citations
37 Claims
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1. A method for monitoring service tickets for information technology service providers to ensure that levels of service to a customer are met, the method comprising:
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inspecting a service ticket in a database to determine a deadline for when a problem associated with the service ticket must be resolved;
determining a deadline approaching alert time at which a help desk user must be notified that the deadline for resolving the problem must be met; and
alerting the help desk user that the deadline for resolving the problem is approaching when the deadline approaching alert time is reached.
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2. The method as recited in claim 1, further comprising:
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determining a status update interval for the service ticket; and
responsive to a determination that the problem has not been resolved by the deadline, determining a first status update alert time to alert the help desk user that a status update needs to be sent to the customer.
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3. The method as recited in claim 2, further comprising:
alerting the help desk user that a status update is approaching when the first status update alert time occurs.
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4. The method as recited in claim 3, further comprising:
responsive to a determination that the problem has not been resolved after a status update time has passed, determining a time to alert the help desk user that a time to provide a new status update to the customer is approaching and alerting the help desk user prior to the time to provide the new status update.
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5. The method as recited in claim 1, wherein alerting the help desk user that the deadline for resolving the problem is approaching when the deadline approaching alert time is reached comprises sending an alert wherein the alert includes an identity of the service ticket and the deadline for when a problem associated with the service ticket must be resolved.
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6. The method as recited in claim 5, wherein the alert comprises a pop-up window.
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7. The method as recited in claim 6, wherein the pop-up window is displayed on top of all other windows that are open on the help desk user'"'"'s data processing system.
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8. The method as recited in claim 5, wherein the alert comprises an audio alert.
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9. The method as recited in claim 5, wherein the alert comprises a graphical alert.
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10. The method as recited in claim 1, wherein the deadline for when a problem associated with the service ticket must be resolved is determined by consulting a ticket severity table.
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11. The method as recited in claim 10, wherein the ticket severity table is populated in accordance with a level of service agreement between the customer and the information technology provider.
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12. A computer program product in a computer readable media for use in a data processing system for monitoring service tickets for information technology service providers to ensure that levels of service to a customer are met, the computer program product comprising:
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first instructions for inspecting a service ticket in a database to determine a deadline for when a problem associated with the service ticket must be resolved;
second instructions for determining an deadline approaching alert time at which a help desk user must be notified that the deadline for resolving the problem must be met; and
third instructions for alerting the help desk user that the deadline for resolving the problem is approaching when the deadline approaching alert time is reached.
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13. The computer program product as recited in claim 12, further comprising:
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fourth instructions for determining a status update interval for the service ticket; and
fifth instructions, responsive to a determination that the problem has not been resolved by the deadline, for determining a first status update alert time to alert the help desk user that a status update needs to be sent to the customer.
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14. The computer program product as recited in claim 13, further comprising:
sixth instructions for alerting the help desk user that a status update is approaching when the first status update alert time occurs.
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15. The computer program product as recited in claim 14, further comprising:
seventh instructions, responsive to a determination that the problem has not been resolved after a status update time has passed, for determining a time to alert the help desk user that a time to provide a new status update to the customer is approaching and alerting the help desk user prior to the time to provide the new status update.
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16. The computer program product as recited in claim 12, wherein alerting the help desk user that the deadline for resolving the problem is approaching when the deadline approaching alert time is reached comprises sending an alert wherein the alert includes an identity of the service ticket and the deadline for when a problem associated with the service ticket must be resolved.
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17. The computer program product as recited in claim 16, wherein the alert comprises a pop-up window.
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18. The computer program product as recited in claim 17, wherein the pop-up window is displayed on top of all other windows that are open on the help desk user'"'"'s data processing system.
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19. The computer program product as recited in claim 16, wherein the alert comprises an audio alert.
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20. The computer program product as recited in claim 16, wherein the alert comprises a graphical alert.
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21. The computer program product as recited in claim 12, wherein the deadline for when a problem associated with the service ticket must be resolved is determined by consulting a ticket severity table.
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22. The computer program product as recited in claim 21, wherein the ticket severity table is populated in accordance with a level of service agreement between the customer and the information technology provider.
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23. A system in a computer readable media for use in a data processing system for monitoring service tickets for information technology service providers to ensure that levels of service to a customer are met, the system comprising:
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first means for inspecting a service ticket in a database to determine a deadline for when a problem associated with the service ticket must be resolved;
second means for determining an deadline approaching alert time at which a help desk user must be notified that the deadline for resolving the problem must be met; and
third means for alerting the help desk user that the deadline for resolving the problem is approaching when the deadline approaching alert time is reached.
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24. The system as recited in claim 23, further comprising:
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fourth means for determining a status update interval for the service ticket; and
fifth means, responsive to a determination that the problem has not been resolved by the deadline, for determining a first status update alert time to alert the help desk user that a status update needs to be sent to the customer.
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25. The system as recited in claim 24, further comprising:
sixth means for alerting the help desk user that a status update is approaching when the first status update alert time occurs.
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26. The system as recited in claim 25, further comprising:
seventh means, responsive to a determination that the problem has not been resolved after a status update time has passed, for determining a time to alert the help desk user that a time to provide a new status update to the customer is approaching and alerting the help desk user prior to the time to provide the new status update.
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27. The system as recited in claim 23, wherein alerting the help desk user that the deadline for resolving the problem is approaching when the deadline approaching alert time is reached comprises sending an alert wherein the alert includes an identity of the service ticket and the deadline for when a problem associated with the service ticket must be resolved.
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28. The system as recited in claim 27, wherein the alert comprises a pop-up window.
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29. The system as recited in claim 28, wherein the pop-up window is displayed on top of all other windows that are open on the help desk user'"'"'s data processing system.
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30. The system as recited in claim 27, wherein the alert comprises an audio alert.
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31. The system as recited in claim 27, wherein the alert comprises a graphical alert.
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32. The system as recited in claim 23, wherein the deadline for when a problem associated with the service ticket must be resolved is determined by consulting a ticket severity table.
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33. The system as recited in claim 32, wherein the ticket severity table is populated in accordance with a level of service agreement between the customer and the information technology provider.
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34. A system for monitoring service tickets in order to provide reminders to a help desk user of impending times for actions, comprising:
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a monitoring server;
a database; and
a help desk client;
whereinthe database stores tickets and information regarding ticket types, ticket severities, and times for actions to be performed for each of the ticket types and ticket severities;
the monitoring server monitors tickets in the database, determines when times for actions are approaching, and sends alerts to the help desk client alerting the held desk user that a time to take a specified action is approaching; and
the help desk client displays active tickets to a help desk user and provides alerts received from the monitoring server to the help desk user.
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35. The system as recited in claim 34, wherein the times are determined using a centralized clock.
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36. The system as recited in claim 34, wherein the alerts comprise graphical alerts.
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37. The system as recited in claim 34, wherein the alerts comprise audio alerts.
Specification
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Current AssigneeHewlett Packard Enterprise Development LP (Hewlett-Packard Enterprise Company)
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Original AssigneeHewlett-Packard Development Company, L.P. (HP Inc.)
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InventorsManos, John
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Granted Patent
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Time in Patent OfficeDays
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Field of Search
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US Class Current705/8
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CPC Class CodesG06Q 10/0631 Resource planning, allocati...G06Q 10/063114 Status monitoring or status...G06Q 10/10 Office automation; Time man...
