A false alarm suppression method for service performance risk

Abstract

The application discloses a false alarm suppression method for service performance risk, and belongs to the technical field of performance risk monitoring and big data processing. The method obtains triggered service performance risk early warning, analyzes original performance nodes, service object identifiers, contract service item identifiers, original planned performance modes and original planned completion times, obtains alternative performance evidence when the original performance nodes are not completed, judges whether the alternative service mode is replaceable, whether the alternative completion time covers the performance window and whether the alternative completion result meets the performance target according to the original planned performance mode, the alternative service mode, the alternative completion time and the alternative completion result, generates an equivalent completion result when the alternative mode is replaceable and the performance target is completed, and performs false alarm suppression or degradation processing according to the completely equivalent completion state or the to-be-confirmed equivalent completion state in the equivalent completion result, so that the false alarm of the performance risk caused by service mode adjustment is reduced.

Description

Technical Field

[0001] This invention belongs to the field of performance risk monitoring and big data processing technology, specifically a method for suppressing false alarms related to service performance risk. Background Technology

[0002] Service performance risk warning systems are typically used to monitor various performance stages in a company's service contracts, such as on-site service, system maintenance, problem handling, acceptance confirmation, and delivery of deliverables. Existing systems generally rely on a pre-defined performance process, reading the node status field of the original performance stage, the completion status field of the work order corresponding to the original planned performance method, and the original planned completion time. When the original performance stage is not closed, the work order corresponding to the original planned performance method does not show a completed status, or the planned completion time has exceeded the deadline, the system generates a service performance risk warning.

[0003] In some enterprise service delivery scenarios, service methods may be adjusted due to changes in customer on-site access strategies, network access conditions, personnel scheduling, emergency handling requirements, or customer confirmation methods. For example, the original planned fulfillment method was on-site service, but the actual service process may be changed to remote processing; the original planned fulfillment method was offline acceptance, but the actual confirmation process may be changed to online confirmation; the original planned delivery method was uploading standard documents, but the actual delivery process may be changed to submitting other deliverables. In the above situations, the original fulfillment nodes may still be in an open state in the original process, but the fulfillment objectives of the corresponding service recipients and contract service items have been achieved through other service processes.

[0004] For example, a service contract stipulates that the client's business system version update must be completed by a specified date. The original performance process required that the node be considered complete only after the on-site service work order was closed. Due to a temporary change in the client's on-site access policy, the service personnel actually completed the version update in the manner permitted by the client, and the client's business system resumed operation. However, the original on-site service work order remains in an open state. If the early warning system only reads the completion field of the on-site service work order without determining whether the current contract service item has been completed in the actual business process, then the service item will still be pushed into the overdue risk escalation queue, causing a discrepancy between the process status and the actual performance status.

[0005] Existing service performance risk warning logic typically relies primarily on the status field of the original performance node or the completion field of the original planned work order, lacking a correlation assessment of other completed events under the same service object and contract service item. From a data processing perspective, completion records in work order systems, remote maintenance systems, meeting systems, email systems, or deliverable management systems may not have a corresponding relationship with currently triggered service performance risk warnings. From a judgment perspective, the system typically fails to verify the following: whether the actual service method corresponds to the original planned performance method, whether the actual completion time is within the stipulated performance time, and whether the actual completion result meets the performance objectives of the original performance node. Therefore, the system is prone to misjudging a lack of updated process node status as actual service incompleteness, causing triggered service performance risk warnings to continue into overdue escalation, responsibility tracking, or risk level update processes.

[0006] In summary, the technical problem that the existing technology needs to solve is: how to prevent the service performance risk warning system from misjudging services that have already substantially completed their performance objectives as performance risks when the original performance node has not been closed or the work order corresponding to the original planned performance method has not been completed. Summary of the Invention

[0007] To address the above issues, this application provides a method and system for suppressing false alarms related to service performance risks. It aims to solve the problem that existing service performance risk warning systems trigger risk warnings solely based on whether the original performance node is closed or whether the corresponding work order for the original planned performance method is completed. This leads to the misjudgment of formal incompleteness as substantive performance failure even when the service method has been adjusted and the performance objective has been achieved through alternative services. This application, after a service performance risk warning has been triggered, obtains alternative performance evidence by combining the service recipient identifier and the contract service item identifier. It then performs an equivalent completion judgment on the original performance node based on the alternative service method, the alternative completion time, and the alternative completion result. This reduces false alarms related to performance risks in scenarios where the service method has been adjusted, while maintaining the traceability of the original performance process records.

[0008] To achieve the above objectives, the first aspect of this application provides a method for suppressing false alarms of service performance risk, comprising: Obtain triggered service performance risk warnings, and parse the original performance node, service object identifier, contract service item identifier, original planned performance method, and original planned completion time corresponding to the service performance risk warnings; When the original performance node is in an incomplete state, alternative performance evidence is obtained based on the service object identifier and the contract service item identifier. The alternative performance evidence includes at least one of the following: alternative work order completion record, remote processing log, online acceptance record, customer confirmation information, and alternative delivery record. Based on the original planned performance method, the alternative service method corresponding to the alternative performance evidence, the alternative completion time, and the alternative completion result, determine whether the alternative service method can replace the original planned performance method, whether the alternative completion time covers the performance window corresponding to the original planned completion time, and whether the alternative completion result meets the performance target corresponding to the original performance node. When the judgment result indicates that the alternative service method can replace the original planned performance method, and the performance target of the original performance node has been completed through the alternative performance evidence, an equivalent completion result is generated; Based on the equivalent completion result, the service performance risk warning is subject to false alarm suppression or downgrade processing.

[0009] In one possible implementation, parsing the original performance node, service object identifier, contract service item identifier, original planned performance method, and original planned completion time corresponding to the service performance risk warning includes: reading the warning identifier and original performance node identifier from the service performance risk warning; querying the performance node configuration table based on the original performance node identifier to obtain the original performance node, the original planned performance method, and the original planned completion time; and reading the service object identifier and the contract service item identifier from the service performance risk warning or the performance node configuration table to generate warning parsing information for obtaining the alternative performance evidence. This design ensures that subsequent alternative performance evidence retrieval always revolves around the same service object and the same contract service item, reducing the possibility of mistakenly using other service records as alternative evidence for the current warning.

[0010] In one possible implementation, obtaining alternative performance evidence based on the service object identifier and the contract service item identifier includes: searching for candidate records in at least one of the following systems: a work order system, a remote operation and maintenance system, a meeting system, an email system, and a deliverable management system, using the service object identifier and the contract service item identifier as search criteria respectively; when the service object identifier in the candidate record matches the service object identifier corresponding to the service performance risk warning, and the contract service item identifier carried in the candidate record, or the contract service item identifier mapped based on the confirmed object, service item name, and deliverable name, matches the contract service item identifier corresponding to the service performance risk warning, the candidate record is used as a candidate alternative record to generate the alternative performance evidence. This design can accommodate multiple evidence sources such as structured work order records, remote operation and maintenance logs, online meeting minutes, email confirmation content, and deliverable records.

[0011] In one possible implementation, generating the alternative performance evidence includes: reading the evidence type, recording time, service execution method, completion status, and processing result from the candidate alternative records; when the completion status is one of completed, closed, successful, restored to normal, accepted, confirmed, or received, the service execution method is determined as the alternative service method, the recording time is determined as the alternative completion time, and the processing result is determined as the alternative completion result. The evidence type, the alternative service method, the alternative completion time, and the alternative completion result constitute the alternative performance evidence. This design allows alternative performance records from different sources and in different formats to be converted into a unified judgment object, providing a unified data foundation for subsequent judgments on method substitution, time coverage, and fulfillment of performance targets.

[0012] In one possible implementation, determining whether the alternative service method can replace the original planned performance method includes: reading a service method equivalence table, which includes the original planned performance method, allowed alternative service methods, applicable service item types, and necessary evidence types; searching the service method equivalence table for an entry corresponding to the original planned performance method; and determining that the alternative service method can replace the original planned performance method when the alternative service method belongs to the allowed alternative service methods in the entry and the evidence type of the alternative performance evidence meets the necessary evidence type in the entry. This design avoids concluding performance completion solely based on the existence of service records, providing a clear equivalence basis for judging the alternative service method and the original planned performance method.

[0013] In one possible implementation, determining whether the alternative completion time covers the fulfillment window corresponding to the original planned completion time includes: reading the planned start time, allowed advance duration, and allowed grace period corresponding to the original fulfillment node; when the planned start time exists, using the planned start time as the window start time and the original planned completion time as the window end time; when the planned start time does not exist, subtracting the allowed advance duration from the original planned completion time to obtain the window start time, and adding the allowed grace period to the original planned completion time to obtain the window end time; when the alternative completion time is not earlier than the window start time and not later than the window end time, it is determined that the alternative completion time covers the fulfillment window. This design can distinguish between situations where alternative fulfillment has been completed but there is a time deviation, providing a basis for the subsequent separation of fully equivalent completion and pending confirmation of equivalent completion.

[0014] In one possible implementation, determining whether the substitution completion result satisfies the performance objective corresponding to the original performance node includes: reading the target service object, target service item, target processing object, and target completion status corresponding to the original performance node; reading the substitution processing object and substitution result status from the substitution completion result; and determining that the substitution completion result satisfies the performance objective corresponding to the original performance node when the target service object matches the service object identifier, the target service item matches the contract service item identifier, the substitution processing object matches the target processing object, and the substitution result status satisfies the target completion status. This design enables false alarm suppression judgment to focus on whether the performance objective has been achieved, rather than just whether the process node has been closed, thereby improving the substantive accuracy of risk warning processing.

[0015] In one possible implementation, generating the equivalent completion result includes: writing the original performance node, the service object identifier, the contract service item identifier, the original planned performance method, the alternative service method, the alternative completion time, the alternative completion result, the time coverage judgment value, and the evidence source identifier of the alternative performance evidence into the equivalent completion record; when the time coverage judgment value is yes, setting the equivalent completion status in the equivalent completion record to fully equivalent completion; when the time coverage judgment value is no, setting the equivalent completion status in the equivalent completion record to pending confirmation of equivalent completion; the evidence source identifier is used for subsequent auditing to trace the source of the equivalent completion result. With this design, based on whether the alternative performance objective has been achieved, the warning processing results can be graded according to whether the alternative completion time covers the performance window, avoiding indiscriminate suppression or maintenance of the original warning.

[0016] In one possible implementation, the service performance risk warning is subject to false alarm suppression or downgrade processing based on the equivalent completion result. This includes: when the equivalent completion result includes a fully equivalent completion status and an evidence source identifier that can be found in the corresponding business system, the service performance risk warning is marked as a false alarm suppression status, and the service performance risk warning is prevented from entering the overdue escalation process; when the equivalent completion result includes a pending confirmation equivalent completion status, the service performance risk warning is downgraded to a pending confirmation risk, and a manual review prompt containing the performance window, the alternative completion time, and the evidence source identifier is output. This design can suppress false alarms when evidence is traceable and retain a manual review entry point when there are deviations in time conditions.

[0017] A second aspect of this application provides a false alarm suppression system for service performance risk, comprising: The early warning analysis module is used to obtain triggered service performance risk warnings and analyze the original performance node, service object identifier, contract service item identifier, original planned performance method, and original planned completion time corresponding to the service performance risk warning. The evidence acquisition module is used to acquire alternative performance evidence based on the service object identifier and the contract service item identifier when the original performance node is in an incomplete state. The alternative performance evidence includes at least one of the following: alternative work order completion record, remote processing log, online acceptance record, customer confirmation information, and alternative delivery record. The substitution judgment module is used to determine, based on the original planned performance method, the alternative service method corresponding to the alternative performance evidence, the alternative completion time, and the alternative completion result, whether the alternative service method can replace the original planned performance method, whether the alternative completion time covers the performance window corresponding to the original planned completion time, and whether the alternative completion result meets the performance target corresponding to the original performance node. The equivalent completion module is used to generate an equivalent completion result when the judgment result indicates that the alternative service method can replace the original planned performance method, and the performance target of the original performance node has been completed through the alternative performance evidence. The early warning processing module is used to suppress false alarms or downgrade the service performance risk warning based on the equivalent completion result.

[0018] Compared with related technologies, this application has the following advantages: This application focuses on handling triggered service performance risk warnings. When the original performance node is in an incomplete state, it links the original performance node information, service recipient identifier, contract service item identifier, alternative performance evidence, alternative judgment result, and equivalent completion result into a processing chain. In this way, service performance risk warnings are no longer processed solely based on the status of the original performance node or the original work order completion status, but rather by combining the actual performance completion facts to suppress or downgrade false alarms, thereby improving the consistency between the warning status and the actual performance status.

[0019] Specifically, the process first retrieves triggered service performance risk warnings and then analyzes the corresponding original performance node, service recipient identifier, contract service item identifier, original planned performance method, and original planned completion time. This allows for the subsequent acquisition and assessment of alternative performance evidence to be limited to the same service recipient, the same contract service item, and the same original performance node, reducing the possibility that completion records from other customers, other service items, or other performance nodes might be mistakenly used for the current warning processing.

[0020] When the original performance node is in an incomplete state, alternative performance evidence is obtained based on the service recipient identifier and the contract service item identifier. In this way, the service performance risk warning system can obtain completion records reflecting the actual service process in addition to the status field of the original performance node, avoiding the direct determination of performance risk simply because the original performance node is not closed or the original planned work order is not completed.

[0021] Then, based on the original planned performance method, the alternative service method corresponding to the alternative performance evidence, the alternative completion time, and the alternative completion result, three aspects are judged respectively: whether the alternative service method can replace the original planned performance method, whether the alternative completion time covers the performance window, and whether the alternative completion result meets the performance target corresponding to the original performance node. This makes the alternative performance evidence subject to the constraints of three types of conditions: service method, performance time, and completion result, improving the reliability of false alarm suppression judgment and avoiding suppression of warnings based solely on the existence of a single alternative record.

[0022] When the assessment indicates that the alternative service method can replace the original planned performance method, and the performance objectives of the original performance node have been achieved through alternative performance evidence, an equivalent completion result is generated. Based on this equivalent completion result, false alarms in service performance risk warnings are suppressed or downgraded. In this way, the system can distinguish between warnings that are "substantially completed and suppressable" and warnings that are "completed but still require confirmation," reducing the escalation of false alarms in service method adjustment scenarios, while retaining necessary risk review entry points. Attached Figure Description

[0023] Figure 1 This application provides an illustration of a false alarm suppression system for service fulfillment risk, as shown in the embodiments of this application. Figure 2 A flowchart illustrating a method for suppressing false alarms related to service fulfillment risks, provided in this application embodiment; Figure 3 A flowchart illustrating the analysis of triggered service performance risk warnings is provided in this application embodiment. Figure 4 A flowchart illustrating an alternative method for obtaining performance evidence is provided in this application embodiment. Figure 5 A flowchart illustrating an alternative service method determination provided in this application embodiment; Figure 6 A flowchart for determining the coverage of a performance window is provided in an embodiment of this application; Figure 7 A flowchart for determining the fulfillment of performance targets and covering multiple evidence combinations is provided in this application embodiment; Figure 8 A flowchart for suppressing or downgrading false alarms in service performance risk warnings provided in this application embodiment; Figure 9This is a schematic diagram of the module structure of a false alarm suppression system for service fulfillment risk provided in an embodiment of this application. Detailed Implementation

[0024] The technical solutions in the embodiments of this application will be clearly and completely described below with reference to the accompanying drawings. The described embodiments are only some embodiments of this application, and not all embodiments. Other embodiments obtained by those skilled in the art based on the embodiments of this application without creative effort are all within the protection scope of this application.

[0025] In this embodiment, "original performance node" refers to a pre-set process node in the service performance flow that characterizes a contract service item to be completed through a specific performance method, such as an on-site installation node, an offline acceptance node, or a standard document delivery node. "Original planned performance method" refers to the service execution method configured for the original performance node, such as on-site service, offline meeting acceptance, or uploading of standard deliverables. "Alternative performance evidence" refers to data records used to prove that the same service recipient and the same contract service item have completed their performance objectives through other means, provided the original performance node is not closed.

[0026] In this embodiment, the service item parameter configuration table is used to record processing parameters corresponding to different contract service item types. The service item parameter configuration table includes the contract service item type, service item number, preset repetition time interval, preset continuous service period, acceptance preparation time, and acceptance grace period. When processing the current service performance risk warning, the evidence acquisition module or the alternative judgment module first determines the corresponding contract service item type based on the contract service item identifier, then reads the parameter value corresponding to the contract service item type from the service item parameter configuration table, and uses the read parameter value for candidate record deduplication, performance window formation, or performance time comparison.

[0027] like Figure 1 As shown in the embodiments of this application, the method provided can be applied to a service performance risk warning system. This system can be connected to a work order system, a remote operation and maintenance system, a conference system, an email system, a deliverable management system, and a customer confirmation system. The work order system provides alternative work order completion records; the remote operation and maintenance system provides remote processing logs; the conference system provides online acceptance records; the email system or customer confirmation system provides customer confirmation information; and the deliverable management system provides alternative deliverable records. The service performance risk warning system triggers a service performance risk warning upon detecting that the original performance node has not been closed, and the method of this application embodiment performs false alarm suppression judgment on the service performance risk warning.

[0028] like Figure 2 As shown in the embodiment of this application, a method for suppressing false alarms of service performance risk is provided, including steps S101 to S105.

[0029] See Figure 3 As shown in step S101, obtain the triggered service performance risk warning, and parse the original performance node, service object identifier, contract service item identifier, original planned performance method, and original planned completion time corresponding to the service performance risk warning.

[0030] In one implementation, the service performance risk warning includes a warning identifier, an original performance node identifier, a service recipient identifier, a contract service item identifier, a warning trigger time, and a warning trigger status. The warning parsing module reads the warning record corresponding to the warning identifier, and retrieves the original performance node identifier from the warning record; it then queries the performance node configuration table based on the original performance node identifier to obtain the original performance node, the original planned performance method, and the original planned completion time; finally, it retrieves the service recipient identifier and the contract service item identifier from the warning record or the performance node configuration table.

[0031] Service recipient identifiers use customer number, project number, equipment number, or system instance number to identify the service recipient. Contract service item identifiers use contract clause number, service item number, or delivery item number to identify the service to be performed. Reading both identifiers simultaneously prevents other service records for the same customer from being mistakenly used as substitute performance evidence for the current alert.

[0032] In some implementations, the early warning parsing module can also perform source verification on triggered service performance risk warnings. Specifically, the early warning parsing module reads the early warning source field, the early warning triggering rule identifier, and the original performance node identifier from the service performance risk warning. When the early warning source field indicates that the service performance risk warning originates from a rule that the performance node has not been closed, and the early warning triggering rule identifier is bound to the original performance node identifier, the early warning is determined to be an early warning for which false alarm suppression judgment can be performed. When the early warning source field indicates that the service performance risk warning originates from a customer complaint, service quality deduction, or contract breach confirmation, the early warning is determined not to enter the alternative performance evidence judgment process. This generates an early warning applicability judgment result, which is used to determine whether to execute the subsequent alternative performance evidence acquisition steps.

[0033] In some implementations, when the service performance risk warning lacks the original planned performance method or the original planned completion time, the warning parsing module queries the performance node configuration table based on the original performance node identifier, and reads the default performance method and planned completion time corresponding to the original performance node identifier from the performance node configuration table. When there are multiple configuration records in the performance node configuration table, the warning parsing module performs a secondary filtering based on the contract service item identifier and the service object identifier, and selects the configuration record that matches both the contract service item identifier and the service object identifier as the target configuration record. The default performance method in the target configuration record is taken as the original planned performance method, and the planned completion time of the node in the target configuration record is taken as the original planned completion time.

[0034] At the end of step S101, early warning analysis information is generated. This early warning analysis information includes the original performance node, service recipient identifier, contract service item identifier, original planned performance method, and original planned completion time. This early warning analysis information is used by step S102 to obtain evidence of alternative performance and by step S103 to determine alternative performance.

[0035] See Figure 4 As shown in S102, when the original performance node is not completed, alternative performance evidence is obtained based on the service recipient identifier and the contract service item identifier. This alternative performance evidence includes at least one of the following: alternative work order completion record, remote processing log, online acceptance record, customer confirmation information, and alternative deliverable record.

[0036] In one implementation, the evidence acquisition module first reads the node status field of the original fulfillment node. When the node status field is any of the following: not closed, not completed, pending confirmation, or overdue for completion, the original fulfillment node is determined to be in an incomplete state. If the original fulfillment node is already in a completed state, the alternative fulfillment evidence acquisition is not performed, and the service fulfillment risk warning is marked as not requiring false alarm suppression judgment.

[0037] When the original performance node is not completed, the evidence acquisition module retrieves records from the work order system, remote operation and maintenance system, meeting system, email system, and deliverable management system, respectively, based on the service object identifier and the contract service item identifier. Each candidate record must simultaneously meet three conditions: First, the service object identifier in the record is consistent with the service object identifier in the early warning analysis information; second, the contract service item identifier directly carried in the record, or the contract service item identifier mapped from the confirmed object, service item name, and deliverable name in the record, is consistent with the contract service item identifier in the early warning analysis information; third, the record time is no earlier than the creation time of the original performance node and no later than the preset verification time after the early warning trigger time. This preset verification time is determined by the service performance risk early warning system according to the contract service item type, for example, set to 24 hours or 48 hours, and recorded in the verification time configuration table.

[0038] For alternative work order completion records, the evidence acquisition module reads the alternative work order identifier, work order service method, work order completion time, work order completion status, and work order processing result; when the work order completion status is completed or closed, the record is used as alternative performance evidence.

[0039] For remote processing logs, the evidence acquisition module reads the remote connection object, remote processing start time, remote processing end time, execution command summary, processing result status, and log verification identifier. The evidence acquisition module generates a substitute processing object based on the system instance name, patch number, script number, or processing object name in the execution command summary, and generates a substitute action based on the installation, repair, restart, configuration, or rollback actions in the execution command summary. When the processing result status is successful or restored to normal, and the log verification identifier indicates that the log has not been tampered with or the log verification has passed, the remote connection object, substitute processing object, substitute action, and processing result status are combined into a substitute completion result, and this remote processing log is used as evidence of substitute performance.

[0040] For online acceptance records, the evidence acquisition module reads the meeting identifier, participating customer account, acceptance conclusion, meeting end time, and meeting minutes document identifier. When the participating customer account is consistent with the customer account corresponding to the service object identifier, and the acceptance conclusion is passed or confirmed as completed, the meeting end time is determined as the alternative completion time, the acceptance conclusion is determined as the alternative completion result, and the meeting identifier and meeting minutes document identifier are written into the alternative performance evidence as evidence source identifiers.

[0041] In a specific example, the original performance node was "offline phase acceptance," the service recipient was identified as Client B's financial shared platform project, the contract service item was identified as "phase acceptance service," the original planned performance method was offline meeting acceptance, and the original planned completion time was 18:00 on June 20, 2025. Due to a last-minute business trip by the client's acceptance manager, the offline meeting was not held, the original offline acceptance node remained incomplete, and a service performance risk warning was triggered. The evidence acquisition module searched the meeting system based on Client B's project number and "phase acceptance service," obtaining the online meeting record with the meeting identifier M20250620008. This online meeting record showed that the client's acceptance manager, the service provider's project manager, and the technical lead all attended the meeting, which ended at 16:30 on June 20, 2025. The acceptance conclusion recorded in the meeting minutes was "acceptance of the deliverables for this phase passed." The evidence acquisition module determined the online meeting acceptance as the alternative service method, the meeting end time as the alternative completion time, and the acceptance passing conclusion as the alternative completion result, and wrote the meeting identifier and meeting minutes document identifier into the alternative performance evidence. This allows for the distinction between a process status where the original offline acceptance node has not been closed and a substantive performance result where the online meeting has already completed the acceptance.

[0042] For customer confirmation information, the evidence acquisition module reads the customer confirmation subject, confirmation time, confirmation text, and confirmation object. The evidence acquisition module then calls the confirmation text judgment rule table, which includes a set of confirmation words, a set of negative words, and a range of negative word detection characters. The set of confirmation words includes at least one of "completed," "passed," "restored," "received," or "accepted." The set of negative words includes at least one of "not," "no," "not yet," "cannot," "unable," or "not permitted." The evidence acquisition module first searches for confirmation words in the confirmation text from the set of confirmation words. When a confirmation word is found, it reads a text segment within the range of negative word detection characters, starting from the position of that word in the confirmation text. If no negative word from the set of negative words exists in the text segment, and the confirmation object corresponds to the contract service item identifier, the customer confirmation information is used as alternative performance evidence. If no confirmation word is found, a negative word exists in the text segment, or the confirmation object does not correspond to the contract service item identifier, the customer confirmation information is marked as evidence awaiting manual review. This evidence awaiting manual review is used by the early warning processing module when generating a review prompt.

[0043] The evidence to be manually reviewed includes the customer confirmation subject, confirmation time, confirmation text, confirmation object, and reason for failure to pass automatic confirmation, which is read by the early warning processing module when generating a manual review prompt.

[0044] For records of substitute deliverables, the evidence acquisition module reads the deliverable identifier, deliverable type, upload time, recipient confirmation status, and deliverable description; when the recipient confirmation status is "received" or "confirmed," the record is used as substitute performance evidence.

[0045] Before acquiring alternative performance evidence, the evidence acquisition module first generates an evidence retrieval scope based on the original performance node. Specifically, it reads the node creation time, original planned completion time, and warning trigger time of the original performance node; uses the node creation time as the start time for evidence retrieval, and the time corresponding to the preset verification duration following the warning trigger time as the end time for evidence retrieval; then, using the service object identifier, contract service item identifier, start time, and end time as joint retrieval conditions, it retrieves candidate records from multiple business systems. This avoids mistakenly using historical service records created earlier than the current performance node as alternative performance evidence for the current service performance risk warning.

[0046] In a specific example, the original fulfillment node was "Standard Operation and Maintenance Report Delivery," the service recipient was identified as Customer C's production database cluster, and the contract service item was identified as "Monthly Operation and Maintenance Report Service." The original planned fulfillment method was uploading a standard report template, and the original planned completion time was 12:00 PM on July 5, 2025. Because Customer C requested the addition of slow query analysis and capacity expansion suggestions this month, the service provider did not upload the original standard template report. Instead, it uploaded a customized operation and maintenance analysis report to the deliverable management system. The deliverable identifier was D20250705015, the deliverable type was customized analysis report, the upload time was 10:40 AM on July 5, 2025, and the recipient confirmed the status as received. The deliverable description recorded "includes monthly inspection results, slow query analysis, and capacity expansion suggestions." The evidence acquisition module obtained the contract service item identifier based on the deliverable name and service item name mapping and confirmed that the deliverable corresponded to "Monthly Operation and Maintenance Report Service." When the substitution judgment module confirms in the service mode equivalence relation table that the customized analysis report is an allowed substitute deliverable for the standard operation and maintenance report, and the recipient confirms that the status meets the requirements of the necessary evidence type, the substitute deliverable is recorded as a substitute performance evidence that can participate in the equivalence completion judgment.

[0047] In some implementations, when multiple candidate records are retrieved from multiple business systems, the evidence acquisition module performs deduplication on the multiple candidate records. Specifically, the evidence acquisition module reads the service object identifier, contract service item identifier, alternative service method, alternative completion time, and evidence source identifier from each candidate record; it reads the preset repetition time interval corresponding to the current contract service item type from the service item parameter configuration table; when the service object identifier, contract service item identifier, and alternative service method are the same in two candidate records, and the time difference between the alternative completion times is less than the preset repetition time interval, the two candidate records are identified as duplicate candidate records.

[0048] For duplicate candidate records, the evidence acquisition module reads the evidence type priority table, which records evidence priorities in the order of customer confirmation information, online acceptance records, alternative work order completion records, remote processing logs, and alternative deliverable records. When duplicate candidate records correspond to different evidence types, the evidence acquisition module retains the candidate record with the highest evidence type ranking and deletes the candidate record with the lowest evidence type ranking. When duplicate candidate records correspond to the same evidence type, the candidate record with the alternative completion time closest to the original planned completion time is retained. The deduplicated candidate records are used to generate a set of alternative performance evidence.

[0049] In some implementations, when the substitute performance evidence is customer confirmation information, the evidence acquisition module verifies the confirmation object of the customer confirmation information. Specifically, the evidence acquisition module reads the customer confirmation subject, confirmation text, confirmation time, and confirmation object from the customer confirmation information; compares the confirmation object with the service item name, service item number, or deliverable name corresponding to the contract service item identifier; when the confirmation object matches the service item name, service item number, or deliverable name corresponding to the contract service item identifier, the customer confirmation information is determined as valid substitute performance evidence; when the confirmation object is missing or the confirmation object does not match the contract service item identifier, the customer confirmation information is marked as evidence awaiting manual review and does not directly participate in the generation of equivalent completion results.

[0050] At the end of step S102, a set of alternative performance evidence is generated. Each piece of alternative performance evidence in the set includes evidence type, alternative service method, alternative completion time, alternative completion result, service recipient identifier, and contract service item identifier. The set of alternative performance evidence is used in step S103 to determine the alternative service method, alternative completion time, and alternative completion result.

[0051] See Figure 5 As shown in S103, based on the original planned performance method, the alternative service method corresponding to the alternative performance evidence, the alternative completion time, and the alternative completion result, it is determined whether the alternative service method can replace the original planned performance method, whether the alternative completion time covers the performance window corresponding to the original planned completion time, and whether the alternative completion result meets the performance target corresponding to the original performance node.

[0052] In one implementation, step S103 includes method substitution judgment, performance window coverage judgment, and performance target satisfaction judgment.

[0053] For the substitution determination, the substitution determination module reads the original planned performance method and the alternative service method, and calls the service method equivalence table. The service method equivalence table includes the original planned performance method, allowed alternative service methods, applicable service item types, and necessary evidence types. This table is generated by the service performance risk warning system based on the contract service items. For example, when the original planned performance method is on-site patch installation, allowed alternative service methods include remote connection installation and patch package delivery; when the original planned performance method is offline acceptance, allowed alternative service methods include online meeting acceptance and customer email confirmation. The substitution determination module searches for the table entry corresponding to the original planned performance method. If the alternative service method is located in the allowed alternative service methods of the corresponding table entry, and the evidence type of the alternative performance evidence meets the necessary evidence type of the corresponding table entry, it is determined that the alternative service method can replace the original planned performance method; otherwise, it is determined that the alternative service method cannot replace the original planned performance method.

[0054] In some implementations, the service method equivalence table is configured according to the contract service item type. Each entry in the service method equivalence table includes the original planned performance method, the allowed alternative service method, the applicable service item type, the necessary evidence type, and the prohibition of substitution conditions. The substitution judgment module first determines the applicable service item type based on the contract service item identifier, and then searches the service method equivalence table for entries that match both the applicable service item type and the original planned performance method. When the alternative service method is located within the allowed alternative service methods in the entry, and the evidence type of the alternative performance evidence meets the necessary evidence type, and the prohibition of substitution conditions are not met, it is determined that the alternative service method can replace the original planned performance method.

[0055] The substitution judgment module reads the structured record of contract terms, customer communication confirmation records, and service item configuration records. From the structured record of contract terms, if the "on-site signature" field is "yes," it is determined that the contract explicitly requires on-site signature, thus prohibiting substitution. From the customer communication confirmation record, if the "rejection of online acceptance" field is "yes," it is determined that the customer explicitly refuses online acceptance, thus prohibiting substitution. From the service item configuration record, if the "physical on-site inspection" field is "yes," it is determined that the service item requires physical on-site inspection, thus prohibiting substitution.

[0056] In some implementations, when a planned performance method corresponds to multiple permissible alternative service methods, the substitution judgment module makes a judgment based on the priority of the alternative methods. Specifically, the substitution judgment module reads the alternative method priority field from the service method equivalence relation table; when there are multiple alternative service methods in the alternative performance evidence set, the alternative performance evidence is selected in descending order of priority to determine whether the method is substitutable; when the alternative performance evidence ranked first already meets the substitutable condition, this alternative performance evidence is taken as the target alternative performance evidence, and this target alternative performance evidence is used for performance window coverage judgment and performance target satisfaction judgment.

[0057] See Figure 6 As shown, for the performance window coverage determination, the substitution determination module reads the performance window configuration based on the original planned completion time. The performance window includes a window start time and a window end time. If the original performance node is configured with a planned start time, then the planned start time is used as the window start time, and the original planned completion time is used as the window end time; if the original performance node is only configured with the original planned completion time, then the allowed advance time and allowed grace time corresponding to the contract service item are read, the allowed advance time is subtracted from the original planned completion time to obtain the window start time, and the allowed grace time is added to the original planned completion time to obtain the window end time. The substitution determination module compares the substitution completion time with the window start time and window end time; if the substitution completion time is not earlier than the window start time and not later than the window end time, it is determined that the substitution completion time covers the performance window; otherwise, it is determined that the substitution completion time does not cover the performance window.

[0058] In some implementations, the performance window is formed differently depending on the type of contract service item. For one-time service items, the substitution judgment module uses the time range between the planned start time and the original planned completion time as the performance window; for continuous service items, the substitution judgment module reads the preset continuous service period from the service item parameter configuration table and uses the preset continuous service period before the original planned completion time as the performance window; for acceptance-related service items, the substitution judgment module reads the acceptance preparation time and acceptance grace period from the service item parameter configuration table and uses the acceptance preparation time before the original planned completion time and the acceptance grace period after the original planned completion time together to form the performance window. The substitution judgment module compares the substitution completion time with the window start time and the window end time respectively, and outputs a time coverage judgment value. The time coverage judgment value is either covered or not covered, and is used for the subsequent generation of equivalent completion results.

[0059] In some implementations, when the alternative performance evidence includes a start time and an end time, the alternative determination module uses a time interval overlap method to determine whether the alternative completion time covers the performance window. Specifically, the alternative determination module reads the alternative start time and the alternative end time from the alternative performance evidence; when the alternative end time is not earlier than the window start time of the performance window and the alternative start time is not later than the window end time of the performance window, it is determined that the alternative performance time interval corresponding to the alternative performance evidence overlaps with the performance window; further, when the alternative end time is not later than the window end time, it is determined that the alternative completion time covers the performance window; when the alternative end time is later than the window end time, it is determined that the alternative completion time does not cover the performance window, and the excess time is written into the time coverage determination result.

[0060] See Figure 7 As shown, for the performance target satisfaction judgment, the substitution judgment module reads the performance target corresponding to the original performance node. The performance target includes the target service object, target service item, target processing object, and target completion status. The target service object is determined by the service object identifier; the target service item is determined by the contract service item identifier; the target processing object is a system instance, device, application module, patch number, script number, or deliverable number; the target completion status is installation completed, problem resolved, acceptance passed, deliverable received, or customer confirmed completion. The substitution judgment module reads the substitution processing object and substitution result status from the substitution completion result and compares them with the target processing object and target completion status respectively. When the substitution processing object is consistent with the target processing object, and the substitution result status satisfies the target completion status, it is determined that the substitution completion result satisfies the performance target corresponding to the original performance node; otherwise, it is determined that the substitution completion result does not satisfy the performance target corresponding to the original performance node.

[0061] In some implementations, the performance objective is represented by a set of performance objective items. This set includes at least one objective item, and each objective item includes a target object, a target action, and a target state. The substitution judgment module reads the substitution object, substitution action, and substitution state from the substitution completion result and calls an action equivalence table, which includes target actions and allowed substitution actions. When each objective item can find a substitution result item in the substitution completion result that matches the target object, the substitution action belongs to the allowed substitution action corresponding to the target action, and the substitution state satisfies the target state, it is determined that the substitution completion result satisfies the performance objective corresponding to the original performance node. When at least one objective item is not covered by the substitution completion result, it is determined that the substitution completion result does not satisfy the performance objective corresponding to the original performance node, and the uncovered objective item is recorded.

[0062] In some implementations, when a single substitute performance evidence cannot cover all performance targets, but multiple substitute performance evidences can collectively cover the set of performance targets, the substitution judgment module performs a combined judgment. Specifically, the substitution judgment module determines a primary substitute performance evidence from the multiple substitute performance evidences. The primary substitute performance evidence is evidence that includes the substitute service method and the substitute completion time. Substitute performance evidence other than the primary substitute performance evidence, used to prove the target status or customer confirmation result, is used as auxiliary substitute performance evidence. When the primary substitute performance evidence satisfies the method substitution judgment and the performance window coverage judgment, and the primary substitute performance evidence and the auxiliary substitute performance evidence collectively cover all targets in the set of performance targets, it is determined that the performance target of the original performance node has been completed through multiple substitute performance evidences.

[0063] In a specific example, the original performance node is "fault recovery acceptance," the service object is identified as customer D's order processing system, the contract service item is identified as "fault recovery service," and the performance target set includes target item one "order processing service restored to normal" and target item two "customer confirms recovery result." The evidence acquisition module retrieves one alternative work order completion record and one customer confirmation message. The alternative work order completion record shows that the service provider completed the order processing service restart and configuration repair at 14:20 on August 12, 2025, and the work order processing result is "order interface call restored to normal." The customer confirmation message shows that customer D confirmed at 15:05 on August 12, 2025 that "order submission and payment callback have both been restored." The substitution judgment module uses the alternative work order completion record as the primary alternative performance evidence to prove the alternative service method, the alternative completion time, and the restoration of the order processing service to normal; and uses the customer confirmation message as secondary alternative performance evidence to prove that the customer confirms the recovery result. When the aforementioned two alternative performance evidences jointly cover all the target items in the performance target item set, it is determined that the performance target of the original performance node has been completed by multiple alternative performance evidences.

[0064] At the end of step S103, an alternative judgment result is generated; the alternative judgment result includes a method alternative judgment value, a time coverage judgment value, and a target satisfaction judgment value. The alternative judgment result is used by step S104 to generate an equivalent completion result.

[0065] See Figure 8 As shown in S104, when the judgment result indicates that the alternative service method can replace the original planned performance method, and the performance target of the original performance node has been completed through the alternative performance evidence, an equivalent completion result is generated.

[0066] In one implementation, the equivalent completion module reads the substitution judgment result generated in step S103. When the method substitution judgment value is yes and the target satisfaction judgment value is yes, it is determined that the performance target of the original performance node has been completed through substitution performance evidence, and an equivalent completion result is generated. The equivalent completion result includes the original performance node, service object identifier, contract service item identifier, original planned performance method, substitution service method, substitution completion time, substitution completion result, method substitution judgment value, time coverage judgment value, target satisfaction judgment value, evidence source identifier, and equivalent completion status. When the time coverage judgment value is yes, the equivalent completion status is set to fully equivalent completion; when the time coverage judgment value is no, the equivalent completion status is set to pending confirmation of equivalent completion.

[0067] Evidence source identification records support alternative performance evidence that supports equivalent completion results, such as alternative work order identification, remote log identification, online acceptance record identification, customer confirmation information identification, or alternative deliverable identification; after recording this identification, subsequent auditors can trace back to the original evidence based on the equivalent completion results, avoiding the inability to verify the false alarm suppression process.

[0068] If multiple pieces of alternative performance evidence exist in the alternative performance evidence set, the equivalent completion module reads the alternative judgment results one by one and prioritizes the alternative performance evidence where both the method substitution judgment value and the target satisfaction judgment value are yes to generate the equivalent completion result. If multiple pieces of alternative performance evidence meet the conditions, the evidence source identifier is selected according to the evidence type priority. The evidence type priority is configured in the order of customer confirmation information, online acceptance record, alternative work order completion record, remote processing log, and alternative deliverable record, or pre-configured in the evidence type priority table according to the contract service item type.

[0069] In some implementations, when generating an equivalent completion result, the equivalent completion module records the chain of evidence for the alternative performance evidence involved in the equivalent completion judgment. Specifically, the equivalent completion module reads the evidence source system, evidence source identifier, evidence generation time, alternative service method, alternative completion time, and alternative completion result of the target alternative performance evidence; combines the above content with the original performance node, service object identifier, contract service item identifier, and original planned performance method to form an equivalent completion record; writes the method substitution judgment value, time coverage judgment value, and target satisfaction judgment value into the equivalent completion record; when the time coverage judgment value is yes, the recording status of the equivalent completion record is set to fully equivalent completion; when the time coverage judgment value is no, the recording status of the equivalent completion record is set to pending confirmation of equivalent completion. The equivalent completion record is used for the early warning processing module to perform false alarm suppression or downgrade processing, and is also used for auditors to revisit the original alternative performance evidence based on the evidence source identifier.

[0070] When an equivalent completion result is supported by multiple alternative performance evidences, the equivalent completion module writes multiple evidence source identifiers into the result and records the performance target items covered by each identifier. When the early warning processing module reads the equivalent completion result, it confirms that each performance target item has corresponding evidence based on multiple evidence source identifiers, avoiding insufficient evidence to suppress false alarms due to relying on a single piece of evidence covering all performance targets.

[0071] At the end of step S104, an equivalent completion result is generated. This equivalent completion result is used in step S105 to suppress false alarms or downgrade service performance risk warnings.

[0072] See Figure 8 As shown in step S105, the service performance risk warning is suppressed or downgraded based on the equivalent completion result.

[0073] In one implementation, the early warning processing module reads the equivalent completion result. When the equivalent completion status in the equivalent completion result is "fully equivalent completion" and the equivalent completion result includes at least one evidence source identifier, the early warning processing module queries the original evidence record in the corresponding business system based on the evidence source identifier. When the original evidence record is found, the early warning processing module marks the service performance risk warning as a false alarm suppression state and writes the equivalent completion result into the service performance risk warning record. The false alarm suppression state is used to prevent the service performance risk warning from entering the overdue escalation, responsibility tracking, or penalty assessment process.

[0074] In some implementations, before marking a service performance risk warning as a false alarm suppressed state, the warning processing module first verifies whether the original evidence record can be found by the evidence source identifier. Specifically, the warning processing module reads the evidence source identifier from the equivalent completion result; when the evidence source identifier can be found by the original evidence record in the corresponding business system, the service performance risk warning is marked as a false alarm suppressed state; when the evidence source identifier is empty, or the evidence source identifier cannot be found by the original evidence record, the false alarm suppression processing is not performed, and the service performance risk warning is marked as pending manual review.

[0075] In another implementation, when the equivalent completion status in the equivalent completion result is "pending confirmation of equivalent completion," the early warning processing module downgrades the service performance risk warning to "pending confirmation risk" and outputs a manual review prompt. The manual review prompt includes the original performance node, alternative service method, alternative completion time, performance window, and evidence source identifier.

[0076] In a specific example, the original fulfillment node was "submission of quarterly security inspection report," the service recipient was identified as Client E's office network security service project, the contract service item was identified as "quarterly security inspection service," the original planned fulfillment method was uploading the inspection report, the original planned completion time was 18:00 on September 30, 2025, and the allowed grace period was 2 hours. The evidence acquisition module retrieved a substitute deliverable record from the deliverable management system. This record showed that the service provider uploaded the quarterly security inspection report at 21:10 on September 30, 2025, and the recipient confirmed the status as received. The deliverable description included the completed vulnerability scan results, remediation suggestions, and risk level descriptions. The substitution judgment module confirmed that the substitute deliverable could replace the originally planned inspection report upload, and the substitution completion result met the fulfillment objectives of the quarterly security inspection service; however, because the substitution completion time was later than the fulfillment window deadline of 20:00 on September 30, 2025, the time coverage judgment value was negative. The equivalent completion module generates an equivalent completion result with an equivalent completion status of pending confirmation. The early warning processing module does not directly mark the service performance risk warning as a false alarm suppression status, but downgrades it to a pending confirmation risk and outputs a manual review prompt containing the performance window, alternative completion time, and deliverable identifier.

[0077] In another implementation, when the alternative service method cannot replace the original planned performance method, or the result of the alternative completion does not meet the performance target corresponding to the original performance node, the early warning processing module maintains the original risk level of the service performance risk warning and records the reason for non-suppression. The reason for non-suppression includes at least one of the following: the method is irreplaceable or the target is not met. When the alternative service method can replace the original planned performance method and the result of the alternative completion meets the performance target, but the time coverage judgment value is negative, the early warning processing module does not use the lack of time coverage as the reason for non-suppression, but instead performs downgrade processing according to the pending confirmation equivalent completion status.

[0078] In some implementations, when the early warning processing module downgrades a service performance risk warning, it generates a downgrade reason record. This downgrade reason record includes a service performance risk warning identifier, a time coverage judgment value, an alternative service method, an alternative completion time, a performance window, an alternative completion result, and a manual review prompt. When the time coverage judgment value is negative, the early warning processing module records the unmet judgment item as "time not covered" and writes the downgrade reason record into the service performance risk warning record. This downgrade reason record is displayed on the manual review interface, allowing service personnel to supplement evidence, correct the performance node status, or maintain the original risk warning based on the difference between the alternative completion time and the performance window.

[0079] In some implementations, after completing false alarm suppression or downgrade processing, the early warning processing module writes the early warning processing result into the performance risk processing log. The performance risk processing log includes processing time, processing method, risk level before processing, risk level after processing, equivalent completion result identifier, and processing reason. The performance risk processing log is used to subsequently count the number of alternative performances for the same service recipient or the same contract service item, and to identify performance nodes where service method adjustments frequently occur.

[0080] After step S105 is completed, an early warning processing result is generated. This result includes the service performance risk early warning identifier, processing method, post-processing risk level, equivalent completion result, and processing reason. This result is used to update the early warning status in the service performance risk early warning system, and also for subsequent performance statistics and audit traceability.

[0081] In a specific example, the original fulfillment node was "on-site patch installation," the service recipient was identified as Customer A's business system instance, the contract service item was identified as "patch installation service," the original planned fulfillment method was on-site installation, and the original planned completion time was 18:00 on May 10, 2025. Due to the customer temporarily prohibiting external personnel from entering the data center, the on-site installation work order was not closed, triggering a service fulfillment risk warning. The evidence acquisition module retrieved a remote processing log and a customer email confirmation message based on Customer A's business system instance and "patch installation service." The remote processing log showed that the engineer completed the patch installation through the customer's bastion host at 16:00 on May 10, 2025, and the result was that the system returned to normal. The customer email confirmation message showed that the customer confirmed the system returned to normal at 17:00 on May 10, 2025. The substitution judgment module confirmed, based on the service method equivalence table, that remote connection installation could replace on-site installation, and confirmed that the substitution completion time was within the fulfillment window, and that the substitution completion result met the fulfillment objectives of patch installation completion and system recovery. The equivalent completion module generates an equivalent completion result with a status of fully equivalent completion. The early warning processing module marks the service performance risk warning as a false alarm suppression state based on the equivalent completion result.

[0082] This application also provides a false alarm suppression system for service performance risk, such as... Figure 9 As shown, it includes an early warning analysis module, an evidence acquisition module, an alternative judgment module, an equivalent completion module, and an early warning processing module.

[0083] The early warning analysis module is used to obtain triggered service performance risk warnings, analyze the original performance node, service object identifier, contract service item identifier, original planned performance method and original planned completion time corresponding to the service performance risk warning, and generate early warning analysis information.

[0084] The evidence acquisition module is used to acquire alternative performance evidence based on the service object identifier and the contract service item identifier when the original performance node is in an incomplete state, and to generate a set of alternative performance evidence.

[0085] The substitution judgment module is used to perform substitution judgment, performance window coverage judgment, and performance target satisfaction judgment based on the original performance method, alternative service method, alternative completion time, and alternative completion result, and generates substitution judgment results.

[0086] The equivalent completion module is used to generate an equivalent completion result when the substitution judgment result indicates that the alternative service method can replace the original planned performance method, and the performance target of the original performance node has been completed through the alternative performance evidence; wherein, the equivalent completion result includes a time coverage judgment value. When the time coverage judgment value is yes, the equivalent completion result is used to trigger false alarm suppression processing. When the time coverage judgment value is no, the equivalent completion result is used to trigger downgrade processing.

[0087] The early warning processing module is used to suppress false alarms in service performance risk warnings based on equivalent completion results; and to downgrade service performance risk warnings when the equivalent completion status in the equivalent completion results is pending confirmation of equivalent completion, and generate early warning processing results.

[0088] It should be noted that, in this document, the terms "comprising," "including," and any other variations are intended to cover non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements includes not only those elements but also other elements not expressly listed, or elements inherent to such a process, method, article, or apparatus. Specific examples have been used in this document to illustrate the principles and implementation methods of the present invention. These examples are merely for the purpose of helping to understand the method and core ideas of the present invention. The above descriptions are only preferred embodiments of the present invention. It should be pointed out that, due to the limitations of written expression and the objective existence of infinite specific structures, those skilled in the art can make several improvements, modifications, or variations without departing from the principles of the present invention, and can also combine the above technical features in an appropriate manner. These improvements, modifications, variations, or combinations, or the direct application of the concept and technical solution of the present invention to other situations without modification, should all be considered within the scope of protection of the present invention.

Claims

1. A method for suppressing false alarms related to service fulfillment risk, characterized in that, include: Obtain triggered service performance risk warnings, and parse the original performance node, service object identifier, contract service item identifier, original planned performance method, and original planned completion time corresponding to the service performance risk warnings; When the original performance node is in an incomplete state, alternative performance evidence is obtained based on the service object identifier and the contract service item identifier. The alternative performance evidence includes at least one of the following: alternative work order completion record, remote processing log, online acceptance record, customer confirmation information, and alternative delivery record. Based on the original planned performance method, the alternative service method corresponding to the alternative performance evidence, the alternative completion time, and the alternative completion result, determine whether the alternative service method can replace the original planned performance method, whether the alternative completion time covers the performance window corresponding to the original planned completion time, and whether the alternative completion result meets the performance target corresponding to the original performance node. When the judgment result indicates that the alternative service method can replace the original planned performance method, and the performance target of the original performance node has been completed through the alternative performance evidence, an equivalent completion result is generated; Based on the equivalent completion result, the service performance risk warning is subject to false alarm suppression or downgrade processing.

2. The method for suppressing false alarms of service performance risk according to claim 1, characterized in that, The analysis includes the original performance node, service recipient identifier, contract service item identifier, original planned performance method, and original planned completion time corresponding to the service performance risk warning, including: Read the warning identifier and original performance node identifier from the service performance risk warning. Query the performance node configuration table based on the original performance node identifier to obtain the original performance node, the original planned performance method, and the original planned completion time. Then, read the service object identifier and the contract service item identifier from the service performance risk warning or the performance node configuration table to generate warning parsing information for obtaining the alternative performance evidence.

3. The method for suppressing false alarms of service performance risk according to claim 1, characterized in that, Obtaining alternative performance evidence based on the service recipient identifier and the contract service item identifier includes: Using the service object identifier and the contract service item identifier as search criteria, candidate records are retrieved in at least one of the following systems: work order system, remote operation and maintenance system, conference system, email system, and delivery management system. When the service object identifier in the candidate record is consistent with the service object identifier corresponding to the service performance risk warning, and the contract service item identifier carried in the candidate record or the contract service item identifier mapped according to the confirmed object, service item name, and deliverable name is consistent with the contract service item identifier corresponding to the service performance risk warning, the candidate record is used as a candidate alternative record to generate the alternative performance evidence.

4. The method for suppressing false alarms of service performance risk according to claim 3, characterized in that, Generating the alternative performance evidence includes: The evidence type, recording time, service execution method, completion status, and processing result are read from the candidate alternative records. When the completion status is one of completed, closed, successful, restored to normal, accepted, confirmed, or received, the service execution method is determined as the alternative service method, the recording time is determined as the alternative completion time, and the processing result is determined as the alternative completion result. The evidence type, the alternative service method, the alternative completion time, and the alternative completion result constitute the alternative performance evidence.

5. The method for suppressing false alarms of service performance risk according to claim 1, characterized in that, Determining whether the alternative service method can replace the original planned performance method includes: Read the service method equivalence table, which includes the original planned performance method, allowed alternative service methods, applicable service item types, and necessary evidence types; The table of equivalent service methods is searched for an entry corresponding to the original planned performance method. When the alternative service method belongs to the allowed alternative service method in the table and the evidence type of the alternative performance evidence meets the necessary evidence type in the table, it is determined that the alternative service method can replace the original planned performance method.

6. The method for suppressing false alarms of service performance risk according to claim 1, characterized in that, Determining whether the alternative completion time covers the fulfillment window corresponding to the original planned completion time includes: Read the planned start time, allowed advance time, and allowed grace time corresponding to the original performance node; When the planned start time exists, the planned start time is used as the window start time, and the original planned completion time is used as the window end time. When the planned start time does not exist, the window start time is obtained by subtracting the allowed advance time from the original planned completion time, and the window end time is obtained by adding the allowed grace time to the original planned completion time. When the replacement completion time is not earlier than the window start time and not later than the window end time, it is determined that the replacement completion time covers the fulfillment window.

7. The method for suppressing false alarms of service performance risk according to claim 1, characterized in that, Determining whether the replacement completion result meets the performance objective corresponding to the original performance node includes: Read the target service object, target service item, target processing object, and target completion status corresponding to the original fulfillment node; read the alternative processing object and alternative result status from the alternative completion result; When the target service object is consistent with the service object identifier, the target service item is consistent with the contract service item identifier, the alternative processing object is consistent with the target processing object, and the alternative result status satisfies the target completion status, it is determined that the alternative completion result satisfies the performance target corresponding to the original performance node.

8. The method for suppressing false alarms of service performance risk according to claim 1, characterized in that, Generate equivalent completion results, including: Write the original performance node, the service object identifier, the contract service item identifier, the original planned performance method, the alternative service method, the alternative completion time, the alternative completion result, the time coverage judgment value, and the evidence source identifier of the alternative performance evidence into the equivalent completion record; When the time coverage judgment value is yes, the equivalent completion status in the equivalent completion record is set to fully equivalent completion; when the time coverage judgment value is no, the equivalent completion status in the equivalent completion record is set to pending confirmation of equivalent completion.

9. The method for suppressing false alarms of service performance risk according to claim 1, characterized in that, Based on the equivalent completion result, the service performance risk warning is subjected to false alarm suppression or downgrade processing, including: When the equivalent completion result includes a fully equivalent completion status and an evidence source identifier that can be found in the corresponding business system, the service performance risk warning is marked as a false alarm suppression status, and the service performance risk warning is stopped from entering the overdue upgrade process. When the equivalent completion result includes an equivalent completion status pending confirmation, the service performance risk warning is downgraded to a risk pending confirmation, and a manual review prompt containing the performance window, the alternative completion time, and the evidence source identifier is output.

10. A false alarm suppression system for service fulfillment risk, characterized in that, include: The early warning analysis module is used to obtain triggered service performance risk warnings and analyze the original performance node, service object identifier, contract service item identifier, original planned performance method, and original planned completion time corresponding to the service performance risk warning. The evidence acquisition module is used to acquire alternative performance evidence based on the service object identifier and the contract service item identifier when the original performance node is in an incomplete state. The alternative performance evidence includes at least one of the following: alternative work order completion record, remote processing log, online acceptance record, customer confirmation information, and alternative delivery record. The substitution judgment module is used to determine, based on the original planned performance method, the alternative service method corresponding to the alternative performance evidence, the alternative completion time, and the alternative completion result, whether the alternative service method can replace the original planned performance method, whether the alternative completion time covers the performance window corresponding to the original planned completion time, and whether the alternative completion result meets the performance target corresponding to the original performance node. The equivalent completion module is used to generate an equivalent completion result when the judgment result indicates that the alternative service method can replace the original planned performance method, and the performance target of the original performance node has been completed through the alternative performance evidence. The early warning processing module is used to suppress false alarms or downgrade the service performance risk warning based on the equivalent completion result.

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