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US 10,541,887 B2Granted
Characterization and assessment of information technology service events
AssigneeInternational Business Machines Corporation
InventorsEa-Ee Jan, Amitkumar M. Paradkar
Life of this patent
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Abstract
As disclosed herein an information technology service ticket characterization method includes receiving tickets from one or more client devices during a time period, determining focus windows within the time period where each focus window includes an event window, identifying tickets received within the focus windows, determining a proportion of identified tickets that are related to a service event, and based on the proportion of identified tickets that are related to the service event, assessing the quality of the service event. A corresponding system and computer program product are also disclosed herein.
Claims17
A method comprising:
- receiving a plurality of tickets from one or more client devices during a time period;
- determining a plurality of focus windows within the time period, wherein each focus window includes an event window;
- identifying tickets received within the plurality of focus windows;
- determining a proportion of identified tickets that are related to a plurality of service events;
- and
- based at least in part on the proportion of identified tickets that are related to the plurality of service events, assessing a quality of the plurality of service events;
- wherein assessing the quality of the plurality of service events comprises comparing the proportion of identified tickets with a second proportion of identified tickets, wherein the second proportion of identified tickets is determined based on a plurality of tickets received during a second time period.
4 more elements
A computer program product comprising:
- one or more computer readable storage media;
- and
- program instructions stored on the one or more computer readable storage media, the program instructions comprising:
- program instructions to receive a plurality of tickets from one or more client devices during a time period;
- program instructions to determine a plurality of focus windows within the time period, wherein each focus window includes an event window;
- program instructions to identify tickets received within the plurality of focus windows;
- program instructions to determine a proportion of identified tickets that are related to a plurality of service events;
- and
- program instructions to, based at least in part on the proportion of identified tickets that are related to the plurality of service events, assess a quality of the plurality of service events;
- wherein the program instructions to assess the quality of the plurality of service events comprise program instructions to compare the proportion of identified tickets with a second proportion of identified tickets, wherein the second proportion of identified tickets is determined based on a plurality of tickets received during a second time period.
7 more elements
A computer system comprising:
- one or more computer processors;
- one or more computer readable storage media;
- and
- program instructions, stored on the one or more computer readable storage media, for execution by at least one of the one or more computer processors, the program instructions comprising:
- program instructions to receive a plurality of tickets from one or more client devices during a time period;
- program instructions to determine a plurality of focus windows within the time period, wherein each focus window includes an event window;
- program instructions to identify tickets received within the plurality of focus windows;
- program instructions to determine a proportion of identified tickets that are related to a plurality of service events;
- and
- program instructions to, based at least in part on the proportion of identified tickets that are related to the plurality of service events, assess a quality of the plurality of service events;
- wherein the program instructions to assess the quality of the plurality of service events comprise program instructions to compare the proportion of identified tickets with a second proportion of identified tickets, wherein the second proportion of identified tickets is determined based on a plurality of tickets received during a second time period.
8 more elements
Dependencies are inferred from the claim text.