Service Level Adjudication Engine for SLA Responsibility
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Solution Overview
Problem
Current SLA Management Systems fail to accurately determine the responsibility for service level violations and do not efficiently assist in improving service delivery when SLAs are breached, often requiring time-consuming and costly external tools for data correlation.
Innovation Solution
A method and system that adjudicates measurement data using adjudication elements to correct and transform it into operational data, which is then evaluated and qualified against service level targets, utilizing an execution engine with software modules to identify data points meeting or not meeting service level criteria, thereby refining service level management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If external tools are used for data correlation when SLAs are breached, then measurement precision can be improved, but device complexity and loss of time increase
Solution Approach 1:
The patent merges the SLA management system with adjudication means and qualifying means into a single integrated system. The execution engine combines measurement data collection, adjudication logic, and service level qualification into one unified platform, eliminating the need for separate external tools and reducing overall system complexity while maintaining measurement precision.
Solution Approach 2:
The execution engine is designed as a multi-functional component that performs multiple tasks: collecting measurement data, applying adjudication rules, transforming data, and qualifying service levels. This universal approach replaces multiple specialized external tools with a single versatile system, reducing device complexity while preserving or improving measurement accuracy.
2Measurement precision
If external tools are used for data correlation when SLAs are breached, then measurement precision can be improved, but loss of time increases
Solution Approach 1:
The system performs preliminary actions by continuously collecting and storing measurement data and adjudication elements before SLA breaches occur. The data is pre-processed and organized in real-time, so when a breach happens, the adjudication and qualification processes can immediately use the prepared data without time-consuming external tool integration.
Solution Approach 2:
The execution engine operates continuously to collect, transform, and qualify measurement data in real-time rather than waiting for SLA breaches to trigger external analysis. This continuous operation eliminates idle time and ensures that when breaches occur, the system can immediately perform accurate responsibility assessment using already-processed data.
3Productivity
If comprehensive service level management is implemented, then productivity is improved, but device complexity increases
Solution Approach 1:
The comprehensive service level management system is segmented into distinct functional modules: measurement data collection, adjudication element application, data transformation, and service level qualification. Each module handles a specific aspect of the process, making the overall complex system manageable through clear separation of concerns while maintaining high productivity through coordinated operation of all segments.
Data Source
AI summary
A method and system for managing at least one service level of a service provided by a service provider to a customer of the service provider under a service level agreement. The service level agreement is a contract between the service provider and the customer. Measurement data and at least one adjudication element associated with a service level of the at least one service level are adjudicated in accordance with the at least one adjudication element such that the adjudication generates a respective adjudicated data point for each data point of the measurement data. The measurement data includes at least one data point measured on a respective resource that provides the service. A modification history chain is generated by: initially establishing the modification history chain as being empty; and adding an identification of each adjudicated element applied to each data point of the measurement data to the modification history chain.