US 6,925,493 B1 · System use internal service level language including formula to compute service level value for analyzing and coordinating service level agreements for application service providers

Abstract

The present invention describes a system for automatically monitoring and managing Service Level Agreements on behalf of Service Providers (such as Application Service providers). The system is based on a specialized SLA language that can translate complex or simple Service Level Agreements into measurable and controllable criterion. The system enables Application Service providers to set up customized Service Level Agreements with customers, and monitor, modify and control all aspects of these agreements, including billing, sales, Customer Relation Management, customer support and Quality of Service. The technology on which the present invention is based is a formula driven language that translates Service Level Agreement details into commands. As such these details can be tracked and processed to produce detailed reports and summaries.

Claims10

Dependent claims

A system for automatically managing Service Level Agreements comprising:

i. a database module for storing data related to the Service Level Agreements;
ii. an engine module for processing said data from said data base module;
iii. a management module for managing said data base module and said engine module;
and
iv. an internal service-level language associated with said management module, said internal service-level language including at least one formula configured to compute at least one service-level value.

2 more elements

A tool for defining, monitoring and executing Service Level Agreements with customers, comprising:

i. a Service-Level-Agreement Manager for creating and updating Service Level Agreements;
ii. a Service-Level-Agreement database for containing definitions of said Service Level Agreements, that target an amount of service level promised to a customer;
iii. a Service-Level-Agreement engine for processing data in said Service-Level-Agreement database;
and
iv. an internal service-level language associated with said Service-Level-Agreement Manager, said service internal service-level language including at least one formula configured to compute at least one service-level value.

2 more elements

Dependencies are inferred from the claim text.

System use internal service level language including formula to compute service level value for analyzing and coordinating service level agreements for application service providers

Life of this patent

System use internal service level language including formula to compute service level value for analyzing and coordinating service level agreements for application service providers

Life of this patent

Abstract

Claims10