Closed loop performance management for service delivery systems

Abstract

A computer implemented method delivers information technology services according to a set of service level agreements. A service request class having a largest control error is identified from a plurality of service request classes. The service request priority of the service request class having the largest control error is then increased to form an updated priority. Service requests for the plurality of service request classes are dispatched in a next control iteration based upon the updated priority.

Description

[0001]This application is a continuation of application Ser. No. 13 / 446,738 filed Apr. 13, 2012, status pending.BACKGROUND[0002]1. Field[0003]The disclosure relates generally to a computer implemented method, a data processing system, and a computer program product for information service technology delivery. More specifically, the disclosure relates generally to a computer implemented method, a data processing system, and a computer program product for providing service technology delivery by considering current service level agreement attainment levels when assigning and prioritizing service requests[0004]2. Description of the Related Art[0005]Information Technology (IT) service delivery is characterized by strict service level agreements (service level agreements), an increasingly competitive environment, and ever narrowing profit margins. Consequently, service providers are continually searching for methods to improve quality of delivery while reducing cost of operations. These ...

AI Technical Summary

Benefits of technology

[0009]According to one embodiment of the present invention, a computer implemented method is disclosed for dispatching service request. A service request class having a largest control error is identified from a plurality of service request classes. The service request priority of the service request class having the largest control error is then increased to form an updated priority. Service requests for the plurality of service request classes are then dispatched in a next control iteration based upon the updated priority.

[0010]According to one embodiment of the present invention, a computer implemented method for delivering information technology services according to a set of service level agreements is provided. A service request class having a largest control error is identified from a plurality of service request classes. The service request priority of the service request class having the largest control error is then increased to form an updated priority. Service requests for the plurality of service request classes are then dispatched in a next control iteration based upon the updated priority.

Problems solved by technology

Improved management of service attainment levels is one of the critical areas where providers seek improved performance, since missed service level targets result in both decreased customer satisfaction and significant monetary penalties.

However, separation of these two management functions results in reduced coordination across these two systems that impact one another's performance.

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