SLA Management Server Automating Error Response
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Solution Overview
Problem
Current Service Level Agreement (SLA) management systems lack automation for error handling and dynamic management of SLA items, leading to passive recognition and manual management of changes, which delays response to service issues and fails to reflect changes in SLA items within the system.
Innovation Solution
A method and apparatus for automating SLA management through a server that monitors service levels, executes predetermined events based on error type information, and dynamically manages changes in SLA items by parsing XML files for new additions, allowing for automatic, semiautomatic, or manual control modes for device firmware, drivers, consumables, and software updates.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If the service vendor passively recognizes problems through periodic monitoring and statistical analysis, then the service level management system maintains simplicity in operation, but the response time to service issues is delayed and manual intervention is required
Solution Approach 1:
The system performs preliminary actions by pre-configuring event execution policies and automatic response mechanisms before problems occur. When service level violations are detected, predetermined events are automatically executed based on pre-established rules, eliminating the need for passive recognition and manual intervention, thus reducing response time while maintaining operational simplicity
Solution Approach 2:
The service level management system implements self-service capabilities by automatically detecting service level violations, determining appropriate responses based on pre-configured policies, and executing corrective events without human intervention. This automation enables the system to serve itself in managing service level agreements, reducing both response time and operational complexity
2Stability of the object's composition
If the SLM system uses fixed SLA items defined at contract initiation, then the system structure remains stable and easy to manage, but changes in SLA items cannot be reflected automatically requiring manual management until new software is developed
Solution Approach 1:
The system transitions from a static to a dynamic structure by enabling runtime addition and modification of SLA items. New SLA items can be dynamically registered and integrated into the monitoring and event execution framework without requiring system reconfiguration or software redevelopment, thus maintaining structural stability while enhancing adaptability to changes
Solution Approach 2:
The event execution module is designed with universal functionality to handle both original and newly added SLA items through a common interface. The system can process diverse SLA item types (service calls, maintenance, software updates) through the same event execution mechanism, allowing flexible adaptation to new requirements while maintaining a stable core architecture
3Device complexity
If manual management is used for SLA item changes, then the system maintains low complexity in implementation, but productivity and efficiency of SLA management deteriorate due to manual intervention requirements
Solution Approach 1:
The system replaces manual mechanical operations with automated electronic processes. The event execution module automatically monitors service levels, compares them against SLA thresholds, determines appropriate events to execute, and implements corrective actions without human intervention. This substitution of manual processes with automated systems significantly improves SLA management efficiency while maintaining manageable implementation complexity through modular architecture
Data Source
AI summary
A method of managing a service level agreement (SLA) with respect to devices on a network by using a server includes selecting at least one SLA item to quantitatively measure service levels provided by the devices, setting a service management automatic option with respect to the selected SLA item, monitoring the service levels provided by the devices with respect to the selected SLA item, and executing a predetermined event to control the devices according to a result of the monitoring and a setting of the service management automatic option.