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1.发明申请Problem Record Signature Generation, Classification and Search in Problem Determination 有权问题确定中的问题记录签名生成，分类和搜索公开(公告)号：US20120066547A1
公开(公告)日：2012-03-15
申请号：US12880794
申请日：2010-09-13
CPC分类号： H04L41/16 , H04L41/065 , H04L41/5074
摘要： A method for problem determination and resolution in an information technology (IT) system includes receiving a problem ticket, searching a database for a plurality of problem features based on data included in the problem ticket, extracting the plurality of problem features from the database, and generating a problem signature corresponding to the problem ticket, wherein the problem signature comprises at least one non-textual feature extracted from the plurality of problem features.
摘要翻译： 一种信息技术（IT）系统中的问题确定和解决方法，包括：接收问题单，根据问题票中包含的数据，在数据库中搜索多个问题特征，从数据库中提取多个问题特征; 产生与所述问题票相对应的问题签名，其中所述问题签名包括从所述多个问题特征提取的至少一个非文本特征。
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2.发明授权Problem record signature generation, classification and search in problem determination 有权问题记录签名生成，问题确定中的分类和搜索公开(公告)号：US08527811B2
公开(公告)日：2013-09-03
申请号：US12880794
申请日：2010-09-13
IPC分类号： G06F11/00
CPC分类号： H04L41/16 , H04L41/065 , H04L41/5074
摘要： A method for problem determination and resolution in an information technology (IT) system includes receiving a problem ticket, searching a database for a plurality of problem features based on data included in the problem ticket, extracting the plurality of problem features from the database, and generating a problem signature corresponding to the problem ticket, wherein the problem signature comprises at least one non-textual feature extracted from the plurality of problem features.
摘要翻译： 一种信息技术（IT）系统中的问题确定和解决方法，包括：接收问题单，根据问题票中包含的数据，在数据库中搜索多个问题特征，从数据库中提取多个问题特征; 产生与所述问题票相对应的问题签名，其中所述问题签名包括从所述多个问题特征提取的至少一个非文本特征。
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3.发明申请Process Execution Management Based on Resource Requirements and Business Impacts 失效基于资源需求和业务影响的流程执行管理公开(公告)号：US20080222645A1
公开(公告)日：2008-09-11
申请号：US12125375
申请日：2008-05-22
申请人： Melissa Jane Buco , Jarir Kamel Chaar , Rong Nickle Chang , Guerney Douglass Holloway Hunt , Laura Zaihua Luan , Christopher Ward
发明人： Melissa Jane Buco , Jarir Kamel Chaar , Rong Nickle Chang , Guerney Douglass Holloway Hunt , Laura Zaihua Luan , Christopher Ward
IPC分类号： G06F9/50
CPC分类号： G06F9/5038 , G05B19/41865 , G06F9/50 , G06F9/505 , G06Q10/06 , G06Q10/06311 , G06Q10/06312 , G06Q10/06375
摘要： Techniques are presented for managing execution of processes on a data processing system The data processing system comprises process instances that are each an execution of a corresponding process. Each process instance comprises activity instances. Business impacts are determined for the process instances, the activity instances, or both. Order of execution of the activity instances is managed by allocating resources to activity instances in order to achieve an objective defined in terms of the business impacts. In another embodiment, requests are received for the execution of the processes. For a given request, one or more of the operations of assigning, updating, aggregating, and weighting of first business impacts associated with the given request are performed to create second business impacts associated with the given request. Additionally, requests can be modified. Modification can include changing the process requested or process input as deemed appropriate, combining related requests into a single request, or both. Unmodified requests and any modified requests are managed.
摘要翻译： 呈现用于管理数据处理系统上的处理执行的技术。数据处理系统包括各自执行相应进程的进程实例。 每个流程实例都包含活动实例。 对流程实例，活动实例或两者都确定了业务影响。 通过为活动实例分配资源来管理活动实例的执行顺序，以实现根据业务影响定义的目标。 在另一个实施例中，接收用于执行处理的请求。 对于给定的请求，执行与给定请求相关联的第一业务影响的分配，更新，聚合和加权的一个或多个操作，以创建与给定请求相关联的第二业务影响。 另外，可以修改请求。 修改可以包括将所请求的过程或过程输入视为适当的，将相关请求组合成单个请求，或两者兼而有之。 未修改的请求和任何修改的请求都被管理。
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4.发明申请METHOD AND SYSTEM FOR REAL TIME MEASUREMENT DATA ADJUDICATION AND SERVICE LEVEL EVALUATION 失效用于实时测量数据调查和服务水平评估的方法和系统公开(公告)号：US20120054342A1
公开(公告)日：2012-03-01
申请号：US13290265
申请日：2011-11-07
IPC分类号： G06F15/173
CPC分类号： G06Q10/00 , G06Q10/0631 , G06Q10/06312 , G06Q10/0639
摘要： A method and system for adjudicating measurement data in real time and re-adjudicating a segment of an input measurement data stream upon submission of a new adjudication instruction in a service level evaluation system. An adjudication instruction associated with a service level is received. Measurement data including a first measurement data point is received. The received adjudication instruction is applied in real time to the first measurement data point to generate a first adjudicated measurement data point. A service level is evaluated based on the first adjudicated measurement data point. To re-adjudicate the data stream segment, a new adjudication instruction is received and the segment is identified. The input data stream's adjudication is suspended and the stream is queued into storage. The segment of measurement data is retrieved and re-adjudicated by applying the new adjudication instruction. The input data stream's adjudication is resumed afterwards from the queued input stream.
摘要翻译： 一种用于在服务水平评估系统中提交新的裁定指令时实时判断测量数据并重新判定输入测量数据流的段的方法和系统。 接收与服务级别相关联的裁定指令。 接收包括第一测量数据点的测量数据。 所接收的裁决指令被实时应用于第一测量数据点，以生成第一裁定测量数据点。 基于第一个裁定的测量数据点来评估服务级别。 为了重新判定数据流段，接收到新的裁决指令，并且识别段。 输入数据流的裁决被暂停，流被排入存储。 通过应用新的裁决指令来检索和重新评估测量数据的部分。 从排队的输入流中恢复输入数据流的裁决。
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5.发明授权Method, apparatus, and program for scheduling resources in a penalty-based environment 失效用于在基于罚分的环境中调度资源的方法，装置和程序公开(公告)号：US07480913B2
公开(公告)日：2009-01-20
申请号：US10658726
申请日：2003-09-09
申请人： Melissa Jane Buco , Rong Nickle Chang , Laura Zaihua Luan , Christopher Ward , Joel Leonard Wolf , Philip Shi-lung Yu
发明人： Melissa Jane Buco , Rong Nickle Chang , Laura Zaihua Luan , Christopher Ward , Joel Leonard Wolf , Philip Shi-lung Yu
IPC分类号： G06F9/46
CPC分类号： G06F9/4887 , G06Q10/06
摘要： The present invention relates to the problem of scheduling work for employees and/or other resources in a help desk or similar environment. The employees have different levels of training and availabilities. The jobs, which occur as a result of dynamically occurring events, consist of multiple tasks ordered by chain precedence. Each job and/or task carries with it a penalty which is a step function of the time taken to complete it, the deadlines and penalties having been negotiated as part of one or more service level agreement contracts. The goal is to minimize the total amount of penalties paid. The invention consists of a pair of heuristic schemes for this difficult scheduling problem, one greedy and one randomized. The greedy scheme is used to provide a quick initial solution, while the greedy and randomized schemes are combined in order to think more deeply about particular problem instances. The invention also includes a scheme for determining how much time to allocate to thinking about each of several potential problem instance variants.
摘要翻译： 本发明涉及在帮助台或类似环境中调度员工和/或其他资源的工作的问题。 员工具有不同的培训水平和可用性。 由于动态发生的事件而发生的作业由链优先级排序的多个任务组成。 每项工作和/或任务带有罚款，这是完成它所需的时间的一个阶段功能，作为一个或多个服务级别协议合同的一部分，谈判达成的期限和处罚。 目标是尽量减少所支付的罚款总额。 本发明由一对启发式方案组成，用于这个困难的调度问题，一个是贪心的，一个是随机的。 贪心的方案用于提供一个快速的初步解决方案，而贪心和随机的方案是相结合的，以便更深入地思考特定的问题实例。 本发明还包括一种用于确定分配多少时间以考虑几个潜在问题实例变体中的每一个的方案。
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6.发明授权Method and system for managing service levels provided by service providers 失效用于管理服务提供商提供的服务级别的方法和系统公开(公告)号：US08438117B2
公开(公告)日：2013-05-07
申请号：US11314373
申请日：2005-12-20
申请人： Jean-Marc Berthaud , Melissa Buco , Rong N. Chang , Joel D. Dalsky , Shih-Chung Fang , Laura Zaihua Luan , Lee Tsiao , Christopher Ward
发明人： Jean-Marc Berthaud , Melissa Buco , Rong N. Chang , Joel D. Dalsky , Shih-Chung Fang , Laura Zaihua Luan , Lee Tsiao , Christopher Ward
CPC分类号： H04L41/5019 , G06Q30/02
摘要： A method and system for managing a service level of a service provided by a service provider to a customer under a service level agreement. The actual measurement data is adjudicated to correct the measurement data in accordance with at least one adjudication element that provides information relating to how to correct the measurement data. The adjudicated measurement data is transformed into operational data by being reorganized into one or more groups of data. The operational data is evaluated by applying a formula to the operational data, resulting in the operational data being configured for being subsequently qualified. The operational data is qualified by comparing the evaluated operational data with specified service level targets for at least one service level period and identifying operational data points meeting and/or not meeting the specified service level targets.
摘要翻译： 一种用于根据服务级别协议来管理服务提供商向客户提供的服务的服务水平的方法和系统。 根据提供与如何校正测量数据有关的信息的至少一个判定元件，裁定实际测量数据来校正测量数据。 通过重新组织成一组或多组数据，将裁定的测量数据转换为操作数据。 通过对运行数据应用公式来评估运行数据，从而使运行数据配置为随后进行合格。 操作数据通过将评估的操作数据与至少一个服务级别周期的指定服务级别目标进行比较并识别会议和/或不符合指定的服务级别目标的操作数据点来限定。
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7.发明授权公开(公告)号：US08332267B2
公开(公告)日：2012-12-11
申请号：US13290265
申请日：2011-11-07
IPC分类号： G06Q10/00
CPC分类号： G06Q10/00 , G06Q10/0631 , G06Q10/06312 , G06Q10/0639
摘要： A method and system for adjudicating measurement data in real time and re-adjudicating a segment of an input measurement data stream upon submission of a new adjudication instruction in a service level evaluation system. An adjudication instruction associated with a service level is received. Measurement data including a first measurement data point is received. The received adjudication instruction is applied in real time to the first measurement data point to generate a first adjudicated measurement data point. A service level is evaluated based on the first adjudicated measurement data point. To re-adjudicate the data stream segment, a new adjudication instruction is received and the segment is identified. The input data stream's adjudication is suspended and the stream is queued into storage. The segment of measurement data is retrieved and re-adjudicated by applying the new adjudication instruction. The input data stream's adjudication is resumed afterwards from the queued input stream.
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8.发明授权Method and system for real time measurement data adjudication and service level evaluation 失效实时测量数据判断和服务水平评估的方法和系统公开(公告)号：US08126756B2
公开(公告)日：2012-02-28
申请号：US11500210
申请日：2006-08-07
IPC分类号： G06Q10/00
CPC分类号： G06Q10/00 , G06Q10/0631 , G06Q10/06312 , G06Q10/0639
摘要： A method and system for adjudicating measurement data in real time and re-adjudicating a segment of an input measurement data stream upon submission of a new adjudication instruction in a service level evaluation system. An adjudication instruction associated with a service level is received. Measurement data including a first measurement data point is received. The received adjudication instruction is applied in real time to the first measurement data point to generate a first adjudicated measurement data point. A service level is evaluated based on the first adjudicated measurement data point. To re-adjudicate the data stream segment, a new adjudication instruction is received and the segment is identified. The input data stream's adjudication is suspended and the stream is queued into storage. The segment of measurement data is retrieved and re-adjudicated by applying the new adjudication instruction. The input data stream's adjudication is resumed afterwards from the queued input stream.
摘要翻译： 一种用于在服务水平评估系统中提交新的裁定指令时实时判断测量数据并重新判定输入测量数据流的段的方法和系统。 接收与服务级别相关联的裁定指令。 接收包括第一测量数据点的测量数据。 所接收的裁决指令被实时应用于第一测量数据点，以生成第一裁定测量数据点。 基于第一个裁定的测量数据点来评估服务级别。 为了重新判定数据流段，接收到新的裁决指令，并且识别段。 输入数据流的裁决被暂停，流被排入存储。 通过应用新的裁决指令来检索和重新评估测量数据的部分。 从排队的输入流中恢复输入数据流的裁决。
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9.发明授权Execution order management of multiple processes on a data processing system by assigning constrained resources to the processes based on resource requirements and business impacts 失效基于资源需求和业务影响，在数据处理系统上对多个进程执行订单管理，向约束资源分配约束资源公开(公告)号：US08745628B2
公开(公告)日：2014-06-03
申请号：US12125375
申请日：2008-05-22
申请人： Melissa Jane Buco , Jarir Kamel Chaar , Rong Nickle Chang , Guerney Douglass Holloway Hunt , Laura Zaihua Luan , Christopher Ward
发明人： Melissa Jane Buco , Jarir Kamel Chaar , Rong Nickle Chang , Guerney Douglass Holloway Hunt , Laura Zaihua Luan , Christopher Ward
IPC分类号： G06F9/46 , G06Q10/00 , G06F9/50 , G06Q10/06 , G05B19/418
CPC分类号： G06F9/5038 , G05B19/41865 , G06F9/50 , G06F9/505 , G06Q10/06 , G06Q10/06311 , G06Q10/06312 , G06Q10/06375
摘要： Techniques are presented for managing execution of processes on a data processing system The data processing system comprises process instances that are each an execution of a corresponding process. Each process instance comprises activity instances. Business impacts are determined for the process instances, the activity instances, or both. Order of execution of the activity instances is managed by allocating resources to activity instances in order to achieve an objective defined in terms of the business impacts. In another embodiment, requests are received for the execution of the processes. For a given request, one or more of the operations of assigning, updating, aggregating, and weighting of first business impacts associated with the given request are performed to create second business impacts associated with the given request. Additionally, requests can be modified. Modification can include changing the process requested or process input as deemed appropriate, combining related requests into a single request, or both. Unmodified requests and any modified requests are managed.
摘要翻译： 呈现用于管理数据处理系统上的处理执行的技术。数据处理系统包括各自执行相应进程的进程实例。 每个流程实例都包含活动实例。 对流程实例，活动实例或两者都确定了业务影响。 通过为活动实例分配资源来管理活动实例的执行顺序，以实现根据业务影响定义的目标。 在另一个实施例中，接收用于执行进程的请求。 对于给定的请求，执行与给定请求相关联的第一业务影响的分配，更新，聚合和加权的一个或多个操作，以创建与给定请求相关联的第二业务影响。 另外，可以修改请求。 修改可以包括将所请求的过程或过程输入视为适当的，将相关请求组合成单个请求，或两者兼而有之。 未修改的请求和任何修改的请求都被管理。
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公开(公告)号：US08302097B2
公开(公告)日：2012-10-30
申请号：US11767891
申请日：2007-06-25
申请人： Melissa Jane Buco , Rong Nickle Chang , Laura Zaihua Luan , Christopher Ward , Joel Leonard Wolf , Philip Shi-lung Yu
发明人： Melissa Jane Buco , Rong Nickle Chang , Laura Zaihua Luan , Christopher Ward , Joel Leonard Wolf , Philip Shi-lung Yu
IPC分类号： G06F9/46
CPC分类号： G06F9/4887 , G06Q10/06
摘要： The present invention relates to the problem of scheduling work for employees and/or other resources in a help desk or similar environment. The employees have different levels of training and availabilities. The jobs, which occur as a result of dynamically occurring events, consist of multiple tasks ordered by chain precedence. Each job and/or task carries with it a penalty which is a step function of the time taken to complete it, the deadlines and penalties having been negotiated as part of one or more service level agreement contracts. The goal is to minimize the total amount of penalties paid. The invention consists of a pair of heuristic schemes for this difficult scheduling problem, one greedy and one randomized. The greedy scheme is used to provide a quick initial solution, while the greedy and randomized schemes are combined in order to think more deeply about particular problem instances. The invention also includes a scheme for determining how much time to allocate to thinking about each of several potential problem instance variants.
摘要翻译： 本发明涉及在帮助台或类似环境中调度员工和/或其他资源的工作的问题。 员工具有不同的培训水平和可用性。 由于动态发生的事件而发生的作业由链优先级排序的多个任务组成。 每项工作和/或任务带有罚款，这是完成它所需的时间的一个阶段功能，作为一个或多个服务级别协议合同的一部分，谈判达成的期限和处罚。 目标是尽量减少所支付的罚款总额。 本发明由一对启发式方案组成，用于这个困难的调度问题，一个是贪心的，一个是随机的。 贪心的方案用于提供一个快速的初步解决方案，而贪心和随机的方案是相结合的，以便更深入地思考特定的问题实例。 本发明还包括一种用于确定分配多少时间以考虑几个潜在问题实例变体中的每一个的方案。
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