The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 26, 2013
Filed:
Aug. 23, 2010
Sairam Jayaraman, Bangalore, IN;
Walid M. Kobrosly, Round Rock, TX (US);
David M. Northcutt, Chester, NJ (US);
Steven W. Rohrssen, Poughkeepsie, NY (US);
Mithkal M. Smadi, Round Rock, TX (US);
Padmanaban Sukhumaran, Bangalore, IN;
Sairam Jayaraman, Bangalore, IN;
Walid M. Kobrosly, Round Rock, TX (US);
David M. Northcutt, Chester, NJ (US);
Steven W. Rohrssen, Poughkeepsie, NY (US);
Mithkal M. Smadi, Round Rock, TX (US);
Padmanaban Sukhumaran, Bangalore, IN;
International Business Machines Corporation, Armonk, NY (US);
Abstract
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.