Service level agreement work prioritization system

A set of software, in the form of machine readable instructions stored on a software storage device, for facilitating operations by a service provider under at least a first Service Level Agreement (“first SLA”) of a first customer, the first SLA providing that service task requests from the first customer are to be performed by the service provider, with a level of service to be determined, at least in part, by a first performance parameter of the first SLA, a first performance parameter proportion value of the first SLA and a plurality of predetermined time periods of the first SLA, with an objective of the first SLA being to ensure that the first performance parameter is fulfilled for at least a proportionate number of service task requests of the first customer as specified by the first performance proportion value over the course of each predetermined time period of the first SLA, the set of software comprising:

• a first fetch module programmed to fetch a number of service task requests by the first customer under the first SLA for each first SLA passed time period, with the first SLA passed time periods being the predetermined time periods of the first SLA which has passed;
• a miss-tracking module programmed to track a number of first SLA missed requests for the first SLA current time period, with a first SLA missed request being any service task request of the first SLA current time period that does not fulfill the first performance parameter of the first SLA;
• an open new ticket module programmed to receive a new service task request from the first customer under the first SLA;
• an expected-volume module programmed to determine according to Process Behavior Analysis (“PBA”) methodology at least one current-time-period-expected-service-request parameter(s) for the first customer based, at least in part, on the number of service task requests for passed time periods fetched by the first fetch module, wherein the at least one current-time-period-expected-service-request parameter(s) that are determined are a PBA upper limit and a PBA lower limit;
• and
• a risk attribute module programmed to, in response to receipt of the new service request by the open new ticket module, calculate a first risk attribute value for the first customer based, at least in part, upon the at least one current-time-period-expected-service-request parameter(s) for the first customer determined by the expected-volume module and the number of first SLA missed requests for the first SLA current time period tracked by the miss-tracking module;
• wherein the risk attribute module is programmed to calculate the first risk attribute by the formula:
• (C−(L*P))/(P*(U−L);
• wherein C equals the number of first SLA missed requests for the current time period for the first customer tracked by the miss-tracking module, L equals the PBA lower limit determined by the expected-volume module, U equals the PBA upper limit determined by the expected-volume module, and P equals the first performance parameter proportion value of the first SLA.

A computer system, for facilitating operations by a service provider under at least a first Service Level Agreement (“first SLA”) of a first customer, the first SLA providing that service task requests from the first customer are to be performed by the service provider, with a level of service to be determined, at least in part, by a first performance parameter of the first SLA, a first performance parameter proportion value of the first SLA and a plurality of predetermined time periods of the first SLA, with an objective of the first SLA being to ensure that the first performance parameter is fulfilled for at least a proportionate number of service task requests of the first customer as specified by the first performance proportion value over the course of each predetermined time period of the first SLA, the computer system comprising:

• a set of software;
• a software storage device structured and/or connected to store the set of software;
• and
• processing hardware programmed with and structured and/or connected to execute machine readable instructions of the software stored on a software storage device;
• wherein the set of software comprises:
• a first fetch module programmed to fetch a number of service task requests by the first customer under the first SLA for each first SLA passed time period, with the first SLA passed time periods being the predetermined time periods of the first SLA which has passed;
• a miss-tracking module programmed to track a number of first SLA missed requests for the first SLA current time period, with a first SLA missed request being any service task request of the first SLA current time period that does not fulfill the first performance parameter of the first SLA;
• an open new ticket module programmed to receive a new service task request from the first customer under the first SLA;
• an expected-volume module programmed to determine according to Process Behavior Analysis (“PBA”) methodology at least one current-time-period-expected-service-request parameter(s) for the first customer based, at least in part, on the number of service task requests for passed time periods fetched by the first fetch module, wherein the at least one current-time-period-expected-service-request parameter(s) that are determined are a PBA upper limit and a PBA lower limit;
• and
• a risk attribute module programmed to, in response to receipt of the new service request by the open new ticket module, calculate a first risk attribute value for the first customer based, at least in part, upon the at least one current-time-period-expected-service-request parameter(s) for the first customer determined by the expected-volume module and the number of first SLA missed requests for the first SLA current time period tracked by the miss-tracking module;
• wherein the risk attribute module is programmed to calculate the first risk attribute by the formula:
• (C−(L*P))/(P*(U−L);
• wherein C equals the number of first SLA missed requests for the current time period for the first customer tracked by the miss-tracking module, L equals the PBA lower limit determined by the expected-volume module, U equals the PBA upper limit determined by the expected-volume module, and P equals the first performance parameter proportion value of the first SLA.