发明授权
- 专利标题： Managing and monitoring continuous improvement in information technology services
- 专利标题（中）： 管理和监督信息技术服务的持续改进
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申请号： US12861220申请日： 2010-08-23
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公开(公告)号： US08407080B2公开(公告)日： 2013-03-26
- 发明人: Sairam Jayaraman , Walid M. Kobrosly , David M. Northcutt , Steven W. Rohrssen , Mithkal M. Smadi , Padmanaban Sukhumaran
- 申请人： Sairam Jayaraman , Walid M. Kobrosly , David M. Northcutt , Steven W. Rohrssen , Mithkal M. Smadi , Padmanaban Sukhumaran
- 申请人地址： US NY Armonk
- 专利权人： International Business Machines Corporation
- 当前专利权人： International Business Machines Corporation
- 当前专利权人地址： US NY Armonk
- 代理机构： Yee & Associates, P.C.
- 代理商 Arthur Samodovitz
- 主分类号： G06Q10/00
- IPC分类号： G06Q10/00
摘要：
A method for managing performance of an IT service delivery process to ensure the changes meet service performance objectives. Key performance metrics (KPIs) of a service delivery process are collected in a continuous manner at defined time intervals, both before a change to improve performance is applied to the process (baseline measurements) and after a change is applied to the process (post-change measurements). A process behavior graph is generated comprising each baseline and post-change performance measurement at the time interval collected, the time interval at which the change was applied to the process, and the performance objectives for the process. The graph is displayed to a user to enable the user to determine the impact the change has on the service delivery process in view of differences between the baseline and post-change performance measurements, and to determine whether the process meets performance objectives in view of the performance objectives.
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