Patent application number | Description | Published |
20090043619 | Evaluation of a Process Metric - An exemplary method of responding to a request for a value of at least one metric associated with at least one process includes a step of determining whether responding to the request requires updating the value of the at least one metric. When responding to the request does not require updating the value of the at least one metric, a response is determined based at least in part on at least one stored value of the at least one metric. When responding to the request does require updating the value of the at least one metric, the value of the at least one metric is updated and a response is determined based at least in part on the at least one updated value of the at least one metric. Updating the value of the at least one metric, at least when responding to the request requires updating the value of the at least one metric, includes steps of determining at least one new value of the at least one metric based at least in part on at least one stored value of the at least one metric and storing the at least one new value of the at least one metric. The method also includes a step of responding to the request with the determined response. | 02-12-2009 |
20090262923 | METHOD FOR DISPATCHING SERVICE REQUESTS - Techniques for dispatching one or more services requests to one or more agents are provided. The techniques include obtaining one or more attributes of each service request, obtaining one or more attributes of each agent, obtaining feedback from each of one or more agent queues, and using the one or more attributes of each service request, the one or more attributes of each agent and the feedback from each of the one or more agent queues to determine one or more suitable agents to receive a dispatch for each of the one or more service requests. Techniques are also provided for generating a database of one or more attributes of one or more service requests and one or more attributes of one or more agents. | 10-22-2009 |
20100002864 | Method and System for Discerning Learning Characteristics of Individual Knowledge Worker and Associated Team In Service Delivery - A method and system for measuring the learning ability and productivity of knowledge workers related to the delivery of services in service industry sectors, such as information technology (IT), healthcare and accounting. The method and system applies broadly to service domains that have a strong correlation between the learning ability and skill level of workers wherein the correlation affects the quality of service delivery. Utilizing data mining techniques, the method and system captures, analyzes and benchmarks individual knowledge worker's skill(s) in order to normalize individual service agent proficiencies. The normalized service agent proficiencies allows the relative learning and skill indices of the individual service agents to be determined such that the skills and learning abilities of individual service agents to be determined. The method and system allows best practices and training thresholds to be determined. | 01-07-2010 |
20100005469 | Method and System for Defining One Flow Models with Varied Abstractions for Scalable lean Implementations - A method and system for representing one or more families of existing processes in a composite abstraction such that process improvement techniques can be implemented in a more scalable manner. The invention enables abstracting a set of pre-defined process models into a composite model that represents sufficient operational details while being compliant with process improvement techniques such as, but not limited to, Lean Six Sigma, Kaizen, and others (collectively “lean” techniques). The invention provides the ability to flexibly represent the operational and lean-related information in varied abstraction levels at different stages of the process as and when necessary. The invention provides the ability to dynamically generate and represent process models based on user-selected defining characteristics (or attributes) used for process “family” formation. This allows users to define process models based on a set of customized attributes deemed critical by that particular user, including the ability to prioritize the selected attributes. | 01-07-2010 |
20100010860 | SYSTEM AND METHOD FOR SOCIAL NETWORK ROUTING FOR REQUEST MATCHING IN ENTERPRISE ENVIRONMENTS - A plurality of requests for service are obtained, each of the requests specifying a description of work, at least one constraint, and at least one objective function. Each request is routed to a corresponding first target resource, according to a routing table, in a manner to satisfy the at least one constraint and the at least one objective function. Tracking is carried out to determine whether the first target resource accepts a given request, rejects the given request, or passes on the given request to a second resource. The routing table is updated based on the tracking. | 01-14-2010 |
20110202484 | ANALYZING PARALLEL TOPICS FROM CORRELATED DOCUMENTS - Access is obtained to a parallel corpus including a problem corpus and a solution corpus. A first plurality of topics are mined from the problem corpus and a second plurality of topics are mined from the solution corpus. A transition probability from the first plurality of topics to the second plurality of topics is determined, to identify a most appropriate one of the topics from the solution corpus for a given one of the topics from the problem corpus. | 08-18-2011 |
20120130987 | Dynamic Data Aggregation from a Plurality of Data Sources - A method for dynamically aggregating data is provided. A server device receives a subscriber request for a report based on a subset of metadata contained in a data dimensions catalog. The server device analyzes data aggregation requirements from a plurality of data sources for the report based on the subset of metadata defined in the subscriber request. The server device generates a data access plan for movement of data from the plurality of data sources based on the data aggregation requirements for the report. Then, the server device executes the data access plan to fetch the data from the plurality of data sources based on the data aggregation requirements for the report. A computer system and computer program product for dynamically aggregating data are also provided. | 05-24-2012 |
20120254024 | Pay-Per-Use License Management for Software Applications - Methods and apparatus are provided for managing pay-per-use licensing models that determine a licensing fee based on user consumption. A client-side method is provided for monitoring usage of a portion of a software application by a user, by monitoring actions of the user at an image level; determining if one or more predefined user actions are detected, wherein the predefined user actions comprise usage of a function of the software application; and providing a notification of the predefined user actions to a mediation server for payment processing. The notifications are optionally performed periodically for a plurality of the notifications. Execution of the software application can optionally be suspended if payment is not made for the usage, or if the notification is not received by the mediation server. | 10-04-2012 |
20120259962 | REDUCTION OF ALERTS IN INFORMATION TECHNOLOGY SYSTEMS - Aspects of the present invention dynamically reduce a frequency at which IT infrastructure automatically generates alerts. Historical data across a plurality of data sources in the IT infrastructure is analyzed. An opportunity to reduce the frequency at which the IT infrastructure automatically generates the alerts is identified. A new alert policy addressing the opportunity to reduce alert frequency is generated. An impact of the new alert policy on a set of predefined service level objectives (SLOs) and service level agreements (SLAs) is evaluated. The new alert policy is deployed in the IT infrastructure. | 10-11-2012 |
20130132551 | REDUCTION OF ALERTS IN INFORMATION TECHNOLOGY SYSTEMS - Aspects of the present invention dynamically reduce a frequency at which IT infrastructure automatically generates alerts. Historical data across a plurality of data sources in the IT infrastructure is analyzed. An opportunity to reduce the frequency at which the IT infrastructure automatically generates the alerts is identified. A new alert policy addressing the opportunity to reduce alert frequency is generated. An impact of the new alert policy on a set of predefined service level objectives (SLOs) and service level agreements (SLAs) is evaluated. The new alert policy is deployed in the IT infrastructure. | 05-23-2013 |