International Business Machines Corporation

Melissa J Buco

Christopher Ward

Rong Nickle Chang

David Matthew Loewenstern

Laura Zaihua Luan

Larisa Shwartz

Florian Pinel

Naga A Ayachitula

Jean-Marc Berthaud

Joel D Dalsky

Shih-Chung Fang

Lee Tsiao

Lalitha P Kamesam

Philip Shi-lung Yu

Joel Leonard Wolf

Maheswaran Surendra

Yixin Diao

Glenn Clement Aikens

Steve Weinberger

Sam Shixiong Yang

Jarir Kamel Chaar

Krishna Sastry Garimella

Bradford Austin Fisher

Guerney Douglass Holloway Hunt

Maheswaran Surenda

Larisa Schwartz

A method and system for managing at least one service level of a service provided by a service provider to a customer of the service provider under a service level agreement. The service level agreement is a contract between the service provider and the customer. Measurement data and at least one adjudication element associated with a service level of the at least one service level are adjudicated in accordance with the at least one adjudication element such that the adjudication generates a respective adjudicated data point for each data point of the measurement data. The measurement data includes at least one data point measured on a respective resource that provides the service. A modification history chain is generated by: initially establishing the modification history chain as being empty; and adding an identification of each adjudicated element applied to each data point of the measurement data to the modification history chain.

Managing service levels provided by service providers

A method and system for managing at least one service level of a service provided by a service provider to a customer of the service provider under a service level agreement. The service level agreement is a contract between the service provider and the customer. Measurement data and at least one adjudication element associated with a service level of the at least one service level are retrieved in an electronic format. The measurement data and the at least one adjudication element are stored in a datastore. The measurement data includes at least one data point measured on a respective resource that provides the service. The retrieved measurement data are adjudicated for the service level in accordance with the at least one adjudication element such that the adjudication generates a respective adjudicated data point for each data point of the measurement data.

A method for storing data caveats for databases is described. The method includes storing at least one record in at least one content table in a database. The method includes storing at least one data caveat having a relationship to the content table in at least one record in a caveat table. A data caveat has a relationship to the content table when the data caveat applies to: a record in the content table or the content table in entirety. The method also includes storing, in a memory device, an indication of the relationship. Articles of manufacture are also described.

Data caveats for database tables

A system for verifying compliance, comprises an input device including a radio-frequency identification (RFID) reader module, wherein the RFID reader module is capable of determining that an RFID tag corresponding to a medication dose in a product packaging is not detectable, and recording a time of the determination that the RFID tag is not detectable, a network, and a data management service module which is capable of receiving from the input device via the network information corresponding to the RFID tag and the time when the RFID tag was determined not detectable.

System and method for verifying patient compliance

A method for auditing and verifying configuration items (CIs) in an information technology (IT) configuration management database (CMDB) includes identifying which configuration item (CI) types should be part of an audit, defining link rules to link an authorized CI type stored in a CMDB to an actual CI type that is part of an IT infrastructure, retrieving all authorized CI instances of the identified CI types from the CMDB, retrieving all actual CI instances of the identified CI types from a discovery upload of a current IT environment, comparing the actual CI instances to the authorized CI instances, and taking remedial action when variances are discovered.

System and method for automated configuration control, audit verification and process analytics

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.

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

Techniques for authenticating one or more configuration items in an information repository are provided comprising the step of running an audit on the one or more configuration items in accordance with a change history of each of the one or more configuration items and one or more request for change identifiers.

Methods and apparatus for authentication of configuration items via configuration item change analysis

A system, method and apparatus for performing information transformations on an information stream composed of configuration items (CIs) for improving data quality and extending the capabilities of a configuration management database (CMDB). In one embodiment the data transformations ensure that a CMDB can be used to manage environments that use Network Address Translation by the modification of the signatures of analyzed CIs so that the resulting set of CIs is unique. The modification is applied to augment the signature with a domain specific prefix so that, when loaded into the enterprise wide CMDB, a CI is uniquely identified.

System and method for transforming configuration data items in a configuration management database

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.

Method and system for managing service levels provided by service providers

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.

Method and system for real time measurement data adjudication and service level evaluation

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.

Scheduling resources in a penalty-based environment

Techniques for managing a plurality of configuration items in an information repository are provided. Lifecycle state transitions of the plurality of configuration items are regulated in accordance with one or more lifecycle state transition diagrams and, when a life cycle state transition involves a protected life cycle state, one or more request for change identifiers.

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Bluffton, SC, United States of America

Melissa J Buco