Compliance monitoring
AssigneeAccenture Global Services Limited
InventorsRicardo Santos, James F. Fus, Jr., Amit Banerji, Pushpak Bhattacharjee
Life of this patent
Estimating the term…
Abstract
A system and method for determining compliance for one or more information technology services may generate on the spot compliance reports based on real-time data. Compliance data may be retrieved or received from a variety of sources including incident diagnostic utilities, manual data entry and third-party software or applications. A compliance system and method may monitor the data being generated from each of the various sources in a real-time fashion, generating compliance information based thereon.
Claims18
A computer implemented method comprising:
- monitoring one or more processes being performed by information technology (IT) support personnel, wherein the processes are performed using an interactive process map that guides the IT support personnel through resolving an IT issue or providing an IT solution;
- and
- receiving a request for a compliance report, then:
- receiving, from the monitored processes, real-time data that specifies an actual amount of time taken for the IT support personnel to reach a particular step in the process map,
- automatically determining an extent to which the monitored processes comply with the IT standard by comparing the received real-time data to one or more compliance parameters associated with an IT standard, wherein the one or more compliance parameters specify a predefined threshold time associated with reaching the particular step in the process map, and
- generating a compliance report that specifies the extent to which the monitored processes comply with the IT standard.
A system comprising:
- one or more computers;
- and
- a computer-readable medium coupled to the one or more computers having instructions stored thereon which, when executed by the one or more computers, cause the one or more computers to perform operations comprising:
- monitoring one or more processes being performed by information technology (IT) support personnel, wherein the processes are performed using an interactive process map that guides the IT support personnel through resolving an IT issue or providing an IT solution;
- and
- receiving a request for a compliance report, then:
- receiving, from the monitored processes, real-time data that specifies an actual amount of time taken for the IT support personnel to reach a particular step in the process map,
- automatically determining an extent to which the monitored processes comply with the IT standard by comparing the received real-time data to one or more compliance parameters associated with an IT standard, wherein the one or more compliance parameters specify a predefined threshold time associated with reaching the particular step in the process map, and
- generating a compliance report that specifies the extent to which the monitored processes comply with the IT standard.
A computer storage medium encoded with a computer program, the program comprising instructions that when executed by one or more computers cause the one or more computers to perform operations comprising:
- monitoring one or more processes being performed by information technology (IT) support personnel, wherein the processes are performed using an interactive process map that guides the IT support personnel through resolving an IT issue or providing an IT solution;
- and
- receiving a request for a compliance report, then:
- receiving, from the monitored processes, real-time data that specifies an actual amount of time taken for the IT support personnel to reach a particular step in the process map,
- automatically determining an extent to which the monitored processes comply with the IT standard by comparing the received real-time data to one or more compliance parameters associated with an IT standard, wherein the one or more compliance parameters specify a predefined threshold time associated with reaching the particular step in the process map, and
- generating a compliance report that specifies the extent to which the monitored processes comply with the IT standard.
Dependencies are inferred from the claim text.