Information technology service request level of service monitor
US8224683B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Jul 8, 2003 |
| Grant date | Jul 17, 2012 |
| Priority date | — |
| Expiry date | Apr 2, 2030 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/063114
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A method, system, and computer program product for monitoring service tickets for information technology (IT) service providers to ensure that levels of service regarding resolving problems identified by a customer are met is provided. In one embodiment, a monitoring server inspects a service ticket in a database to determine a deadline for when a problem associated with the service ticket must be resolved. The server then determines a deadline approaching alert time. This deadline approaching alert time is a time at which a help desk user must be notified that the deadline for resolving the problem must be met is approaching. The server then alerts the help desk user that the deadline for resolving the problem is approaching when the deadline approaching alert time is reached. If the problem is not resolved by the deadline, the server periodically alerts the help desk user when times for status updates, which have been specified by a level of service agreement for updating the customer of the status of resolution of problems that have past deadline, are approaching, thereby ensuring that the IT provider meets its obligations to the customer.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.