Automated Service Outage Severity Routing System
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Solution Overview
Problem
Large IT and BPO service providers face challenges in managing operational environments to minimize mission-critical outages, including timely notification, responsibilities, and responsiveness, which existing solutions like REM and Vantive do not adequately address.
Innovation Solution
A computerized method and system that receives predefined parameters for client service outages, determines severity levels, and automatically notifies appropriate employees using a Response to Operational Problems (RtOP) tool, ensuring timely notification and rapid corrective actions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If commercial-off-the-shelf software like REM and Vantive is used for isolation solutions, then individual component protection is improved, but comprehensive service delivery management and coordination across multiple components deteriorate
Solution Approach 1:
The patent combines multiple isolation solutions and monitoring functions into a single integrated service delivery management system. This system consolidates component-level protection, event monitoring, and notification routing into one unified platform that manages the entire service delivery chain from a central point, reducing the complexity of coordinating multiple separate tools.
Solution Approach 2:
The service delivery management system performs multiple functions including component isolation, event detection, severity assessment, notification routing, and restoration monitoring. This multi-functional approach replaces the need for separate specialized tools for each function, providing comprehensive management while maintaining reliability through dedicated capabilities for each task.
2Adaptability or versatility
If manual notification and response processes are used for service outages, then flexibility in handling different situations is improved, but response time and Mean Time to Restoration (MTTR) deteriorate
Solution Approach 1:
The system pre-configures notification rules, severity thresholds, and routing logic before outages occur. When an event is detected, the system automatically assesses severity and routes notifications to appropriate personnel without requiring manual intervention for decision-making, thus maintaining flexibility through pre-planned scenarios while dramatically reducing response time.
Solution Approach 2:
The system implements automated feedback loops where outage events are detected, assessed, and trigger automatic notifications to relevant personnel. The system continuously monitors restoration status and provides feedback on MTTR metrics, enabling rapid response while maintaining adaptability through configurable response rules that can be adjusted based on different event types and severity levels.
3Productivity
If automated severity determination and notification systems are implemented, then response time and MTTR are improved, but system complexity and implementation difficulty deteriorate
Solution Approach 1:
The automated system is segmented into distinct functional modules: event detection, severity assessment, notification routing, and restoration monitoring. Each module performs a specific function with clear input-output interfaces, making the overall complex system manageable through modular design. This segmentation allows the system to achieve high productivity through automation while reducing implementation difficulty by allowing gradual deployment and configuration of individual modules.
Data Source
AI summary
According to one embodiment of the present invention, a computerized method for addressing client service outages of a client includes receiving a plurality of predefined parameters of a client service outage, storing the predefined parameters in a central repository, receiving information regarding the client service outage, determining that the client service outage is of a particular severity level in response to the received information, and automatically sending at least some of the information to one or more employees of a service company in response to the determination.