Characterizing Statistical Time-Bounded Incident Management Systems

Abstract

Techniques, systems, and articles of manufacture for characterizing statistical time-bounded incident management systems. A method includes generating an expected distribution of multiple work requests in an incident management system across multiple characterization classes based on a target service level agreement for each of the multiple work requests and one or more probability distribution values, analyzing the multiple work requests in the incident management system to determine an actual distribution of the multiple work requests across the multiple characterization classes, and comparing the expected distribution of the multiple work requests to the actual distribution of the multiple work requests for each of the multiple characterization classes to characterize performance of the incident management system.

Dependencies are inferred from the claim text.