SLA Engine Normalization for Third-Party Event Tracking
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Solution Overview
Problem
Current systems face challenges in measuring and ensuring adherence to Service Level Agreements (SLAs) across diverse systems, particularly in tracking events and transitions, handling third-party data formats, and providing a holistic view of SLA conformance, which can lead to penalties and reputational damage for service providers.
Innovation Solution
A system and method utilizing an SLA engine that captures and normalizes events from external systems, automatically adjusts the SLA clock based on event status, and generates audit logs to track compliance, incorporating machine learning for early warnings and optimizing processes to prevent SLA breaches.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual tracking of SLA events across diverse systems is performed, then measurement precision of SLA conformance is improved, but loss of time and productivity deteriorate due to extensive manual intervention
Solution Approach 1:
The patent introduces an SLA engine as an intermediary component that automatically captures events from diverse external systems, normalizes them to a standardized format, and tracks SLA conformance. This intermediary eliminates the need for manual tracking across multiple systems while maintaining measurement precision through automated event capture and normalization processes.
Solution Approach 2:
The patent replaces manual mechanical tracking processes with automated computer-based event capture and normalization systems. The SLA engine automatically monitors events from external systems, processes them through normalization logic, and generates compliance reports without human intervention, substituting manual operations with automated computational processes.
2Adaptability or versatility
If diverse data formats from third-party systems are processed manually, then adaptability to different systems is improved, but device complexity increases due to multiple processing pathways
Solution Approach 1:
The patent applies parameter changes by transforming diverse data formats from external systems into a standardized internal format through normalization processes. The SLA engine captures events in various formats and systematically converts them to uniform parameters, enabling consistent processing without requiring complex custom pathways for each data source.
Solution Approach 2:
The patent implements universality through a single SLA engine that handles multiple data sources and formats through a unified event capture and normalization mechanism. This multi-functional system processes events from diverse external systems using the same core logic and standardized format, eliminating the need for separate processing pathways for each system.
3Reliability
If comprehensive audit logs are generated for all SLA events, then reliability of compliance evidence is improved, but loss of information increases due to volume of data to manage
Solution Approach 1:
The patent extracts only the essential and relevant information from captured events for inclusion in audit logs. The SLA engine identifies and records key event attributes that are critical for compliance verification, excluding redundant or irrelevant data. This selective extraction maintains the reliability of compliance evidence while reducing the overall volume of information that must be managed.
Data Source
AI summary
A system and method incorporating a Service Level Agreement (SLA) monitoring and adherence methodology using trigger events from both internal systems and third-party systems to provide auditable SLA compliance metrics.