公开(公告)号：US20050177545A1

公开(公告)日：2005-08-11

申请号：US10776548

申请日：2004-02-11

申请人： Melissa Buco ,  Rong Chang ,  Laura Luan ,  Zon-Yin Shae ,  Christopher Ward ,  Joel Wolf ,  Philip Yu

发明人： Melissa Buco ,  Rong Chang ,  Laura Luan ,  Zon-Yin Shae ,  Christopher Ward ,  Joel Wolf ,  Philip Yu

IPC分类号： G06Q10/00 ,  G06F7/00

CPC分类号： G06Q10/10

摘要： Techniques are provided for representing and managing data and associated relationships. In one aspect of the invention, a technique for managing data associated with a given domain comprises the following steps. A specification of data attributes representing one or more types of data to be managed is maintained. Further, a specification of algorithms representing one or more types of operations performable in accordance with the data attributes is maintained. Still further, a specification of relationships representing relationships between the data attributes and the algorithms is maintained. The data attribute specification, the algorithm specification and the relationship specification are maintained in a storage framework having multiple levels, the multiple levels being specified based on the given domain with which the data being managed is associated. The techniques may be provided in support of service level management. In such a domain, the present invention provides techniques for representing and managing service level agreement management data using a multi-level multi-ontology metadata store and extensible service level management framework.

摘要翻译： 提供技术来表示和管理数据和关联关系。 在本发明的一个方面，一种用于管理与给定域相关联的数据的技术包括以下步骤。 维护表示要管理的一种或多种类型的数据的数据属性的规范。 此外，保持表示根据数据属性可执行的一种或多种类型的操作的算法的规范。 此外，维持表示数据属性和算法之间的关系的关系的规范。 数据属性规范，算法规范和关系规范被保存在具有多个级别的存储框架中，所述多个级别是基于与被管理数据相关联的给定域来指定的。 可以提供技术来支持服务水平管理。 在这样的领域中，本发明提供了使用多级多本体元数据存储和可扩展服务级别管理框架来表示和管理服务级别协议管理数据的技术。

公开(公告)号：US20050055697A1

公开(公告)日：2005-03-10

申请号：US10658726

申请日：2003-09-09

申请人： Melissa Buco ,  Rong Chang ,  Laura Luan ,  Christopher Ward ,  Joel Wolf ,  Philip Yu

发明人： Melissa Buco ,  Rong Chang ,  Laura Luan ,  Christopher Ward ,  Joel Wolf ,  Philip Yu

IPC分类号： G06F9/48 ,  G06Q10/00 ,  G06F9/46 ,  G06F9/00

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。

公开(公告)号：US20080005744A1

公开(公告)日：2008-01-03

申请号：US11767891

申请日：2007-06-25

申请人： Melissa Buco ,  Rong Chang ,  Laura Luna ,  Christopher Ward ,  Joel Wolf ,  Philip Yu

发明人： Melissa Buco ,  Rong Chang ,  Laura Luna ,  Christopher Ward ,  Joel Wolf ,  Philip 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。

公开(公告)号：US20060101467A1

公开(公告)日：2006-05-11

申请号：US10967779

申请日：2004-10-18

申请人： Melissa Buco ,  Jarir Chaar ,  Rong Chang ,  Guerney Douglass Hunt ,  Laura Luan ,  Christopher Ward

发明人： Melissa Buco ,  Jarir Chaar ,  Rong Chang ,  Guerney Douglass Hunt ,  Laura Luan ,  Christopher Ward

IPC分类号： G06F9/46

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进程执行的技术。 数据处理系统包括每个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。

公开(公告)号：US20060171509A1

公开(公告)日：2006-08-03

申请号：US11314373

申请日：2005-12-20

申请人： Jean-Marc Berthaud ,  Melissa Buco ,  Rong Chang ,  Joel Dalsky ,  Shih-Chung Fang ,  Laura Luan ,  Lee Tsiao ,  Christopher Ward

发明人： Jean-Marc Berthaud ,  Melissa Buco ,  Rong Chang ,  Joel Dalsky ,  Shih-Chung Fang ,  Laura Luan ,  Lee Tsiao ,  Christopher Ward

IPC分类号： H04M1/24

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.

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

IPC分类号： G06Q10/00 ,  G06F11/30 ,  G21C17/00

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。