CN106254116A - The System and method for of the grade of service that managed service provider provides - Google Patents

Abstract

A kind of managed service provider is supplied to the system of the grade of service of client, comprise process engine (10), it is used for utilizing profile service time and grade of service service logic, measurement data is changed (14) into operational data, and assess (16) described operational data to produce grade of service result and modified operational data.Described process engine comprises: be used for the parts (12) in this measurement data of leading decision that described measurement data is converted to operational data, and this judgement is by utilizing the judgement element (30) describing amendment to be carried out set to carry out；And it being used for modifying after assessment the parts (18) of this operational data in described operational data, this modification is by operational data being carried out compared with the modification value determined for each service period Service Level Objectives.

Description

The System and method for of the grade of service that managed service provider provides

Technical field

The present invention relates to Service Management and service and present system, wherein collect and process and be supplied to Gu about service supplier The measurement data of the service of visitor, to calculate and to be transmitted in the service indicator defined in service-level agreement, specifically, this Bright relate to a kind of managed service provider provide the grade of service and method.

Background technology

Service supplier (SP) offer, trustship or management are for the resource of its client.Resource can be special on server, server Fixed application program, networked devices, the contact staff of response user, solve the personnel of problem, manage and change system configuration With the personnel of position or the complicated solution that has been made up of or supported customer business process multiple elements.Service supplies Answering business and client can be departments different in different companies or large-scale global enterprise, and wherein each department is organized as Support service to other parts, such as, market, research and develop, sell, produce.

Usually, between supplier and client, sign service-level agreement (Service LevelAgreement, SLA), use Define each side role, and eliminate any ambiguity from business relations.Such SLA:

Identify each side involved by this agreement；

The service that description is to be provided, and can measure, can quantitative in the way of identify the quality of the service that obligation is set on it Designator, wherein has possible a series of exceptions and agreement in terms of calculating these designators.

Define the obligation (the referred to as grade of service (SL)) that the designator identified is to be met, thus arrange in unambiguous mode The prospective quality of institute's delivery service.

Definition arranges the agreement phase of these obligatioies.

If the pre-defined one or more promise of not met, SP punish with paying/perform.Can also pre-define such as Fruit is beyond promise, the then award that client is to be paid.

Also define reporting strategy, remedial measure, dispute resolution process, termination criteria, intellectual property.

When in view of articles for use (such as water, electricity, gas, phone or the on-demand electronics business be sure oing " always possessing (a lways on) " Business) time, SLA can be run into.It practice, when comprising the special services offer of promise with client's agreement, exist for SLA.

For himself, SLA will not bring any change of institute's delivery service grade.Service supplier and/or customer need Realizing service level management (SLM) program, reality is produced the service of greater degree by this program.It practice, SLA simply indicates clothes Whether business reaches to arrange grade.When not up to, problem is that and determines that what causes promise breaking, it may be possible to how to improve clothes Business, or change SLA or supplier.Service level management starts from carrying out of the new grade of service for new contract, and runs through Contract life cycle really, to guarantee meet and maintain service level commitments.

Service level management is generally identified as following activity:

Consult, identify and agree to support the measured service of customer business process, and with service etc. in service offer Level purpose (SLO, also referred to as Service Level Objectives (SLT)) definition SLA statement,

Monitoring be used for delivery service resource, and from watch-dog or from daily record capture about these resource ruuning situations Data,

By utilizing reservation service parameter equation (being referred to as measuring), and in view of contingent various exceptions, in calculating Between with the grade of service result of advanced tiers or mark, evaluate the up to standard and possible punishment promised to undertake or award,

Evaluate operation troubles or the impact of the decline for SLA (service) and financial influence, may with real-time reminding Or produced fault, diagnosis problem is for solution, as possible with regard to enforcing remedies measure to regulate delivery system, and Thus try to guarantee to fulfil obligation with active mode,

To supplier and Consumer Reports relative to the actual number of contract number, and seal up for safekeeping for discount or award last Number,

When failing to act promise, client is given a discount, or reward supplier when exceeding promise, and

Perfect, improve, examine SLA definition, the grade of service and support customer business process service.

It is currently, there are the sla management system automatically managing SLA, such as IBM Tivoli Service LevelAdvisor, Computer Associates SLM, Digital Fuel or InfoVista.These systems are to build for completing at least The minimal set of task, such as, capture data from monitoring system, and these systems participate in next step or provide letter for it Breath, such as, remind, implement or report.

But, these systems do not provide the complete answer for described problem.It practice, it is very common that be used for supporting service The partial solution of the client traffic process of supplier management is from client, or is responsible for (with service supplier altogether by client Enjoy or the most shared).The means that these systems use do not allow automatically situations below to be taken into account: due to the duty of client Appoint and violate SLA.In such a case it is necessary to revise result after these system-computed, only to react the true duty of SP Appoint.

It addition, when violating SLA, or when SP attempts to improve its service paid, monitoring data can be adjusted in a large number Look into, and the problems referred to above must be taken into account.These sla management systems to these tasks provide any help, and these Task may not only time-consuming efficiency but also low, or need to use the thing of other complex and expensive, to realize being used for carrying out data and knot The external tool of correction between Guo.

Summary of the invention

Correspondingly, it is an object of the invention to provide a kind of system and reach a kind of method, being used for by introducing following steps Manage the grade of service being supplied to client by service supplier: in view of the external information element relevant with input data The situation of (judgement element) (such as SLA contract terms or from service manager or the input of other enterprise management systems) Under, amendment input data (judgement), to input data after generating new amendment, calculate for the grade of service, then about conduct Result calculate data (operational data) in detail to reaching or the participation of not up to Service Level Objectives, modify this as result Calculate data (operational data) in detail.

Therefore, the present invention relates to the system that a kind of managed service provider is supplied to the grade of service of client, this system comprises place Reason engine, is used for utilizing profile service time and grade of service service logic, measurement data is converted to operational data, and Assess described operational data to produce grade of service result and modified operational data.Described process engine comprises: be used for At the parts of this measurement data of leading decision that described measurement data is converted to operational data, this judgement is by utilizing description to want The judgement element set of the amendment carried out is carried out；And be used for after assessment, modifying this operand in described operational data According to parts, this modification be by by operational data compared with the modification value determined for each service period Service Level Objectives Relatively carry out.

Accompanying drawing explanation

Read the following more specifically description to the present invention by referring to accompanying drawing, may be better understood the above of the present invention and Other purposes, feature and advantage, wherein

Fig. 1 is expression process used in the present invention engine and the schematic block diagram of sequence of steps that wherein realized；

Fig. 2 is by being shown as the schematic block diagram of the processing cycle that each grade of service is realized；

The flow chart of the Fig. 3 step by being realized during judgement measurement data；

Fig. 4 creates the process of the rule modified in (qualify) operational data (operational data) step for display Schematic block diagram.

Detailed description of the invention

The system according to the present invention comprises: the SLA corresponding to each grade of service describes storehouse, and the first data of management data are deposited Storage, the second data storage of judgement element, the 3rd data storage of SL result, operational data, through judgement data, and is each The grade of service (SL) processes the process engine of assessments.

The engine 10 that processes shown in Fig. 1 comprises for processing the measurement data received as input and providing modified computing Data are as the necessary software module of output.As described below, substantially comprised four key steps by processing the process that engine performs: The step 12 of the measurement data that judgement is inputted, by being transformed to the step 14 of operational data through judgement data, assesses these computings The step 16 of data, and modify the step 18 of operational data.In other words, as in figure 2 it is shown, be that each grade of service 20 realizes being somebody's turn to do Process.First, retrieving the measurement data (step 22) for the grade of service, these measurement data relate to the assessed SL cycle. Then, from the second data storage of judgement element, retrieve judgement element (step 24) relevant with the SL cycle assessed, and SLA can be utilized to describe and to perform SL assessments (step 26).Finally, store through judgement data, warp in the 3rd data storage Modify operational data and SL result (step 28).

Referring again to Fig. 1, decision steps 12 is used for reflecting the true territory of the responsibility of service supplier, or is used for reflecting the fact, This is because for some reason, watch-dog provides incorrect data.This step necessarily leads to one group of new data.Although repairing Change measurement data, however it is necessary that the other system of raw observation data still can obtain reference data, or can be to changing Become and audit, because these data are possibly used for legal aim.

Judgement element 30 can create when contract signing and for the whole effective clause of grade of service life cycle 32 (exclusion clause, specific condition, resource limit etc.), or can any time during grade of service life cycle by Service manager creates from judgement control station (console) 34 when performing its service level management task, or by utilizing Responsibility field or other information, from other enterprise management systems 36, (such as problem manages (Problem and with changing automatically Change Management)) create.Judgement element must preserve its reason modified and about first passing around checking Being then passed through the information of the founder of licensing process, this reason will be shown to terminal client, and must be same through terminal client Meaning.

The data of each " after amendment " comprise to the judgement element applied and clause according to application-specific quoting in proper order List, is used for auditing, detailed report, explanation/customer relation, and for legal decision and later charging application (discount or Person rewards).Each judgement element 30 is the most locked once using, thus will not revise it again, to ensure Audit control Correct information can be obtained.

This step also supports that parallel information manages process, thus can seal judgement up for safekeeping, thus the clothes to the given grade of service cycle Business level results and data produced by other cannot be modified, more i.e. for this grade of service cycle, it is not possible to again Create judgement element.This is corresponding to just sending result data to charge system or using number of results for other legal aim According to decideing process before and after client examines and agrees to this result data.

Every time during request assessment SL, it is carried out the process shown in Fig. 3.First, copy all measurements, survey as through judgement Amount, it has empty amendment history chain (step 38), thus enables the storage amendment history to each measurement.Then, this mistake Journey checks whether that also judgement element to be applied to this group through judgement element (step 40).If it has, then locking should as mentioned above Judgement element (step 42), and obtain the mark (step 44) of the measurement to change from this judgement element.Then, check that it is No corresponding to existing through judgement component identification (step 46).If it is, will be in judgement element content is used in judgement element The content specified, and judgement component identification is added to amendment history chain (step 48).If it is not, then create, there is this mark That knows new measures through judgement, and this is measured through judgement to be used in judgement element the fills specified, and by this judgement Element adds amendment history chain (step 50) to.In both cases, this process all loops back to check whether and also adjudicates The step (step 40) that element is to be applied.

Return Fig. 1, process engine 10 second step performed is: during by utilizing the service describing grade of service temporal logic Between profile 52 (also generally referred to as service calendar and with may be different SLT definition different seeervice cycle) and in service Initial data is revised as more appropriate form and collects the spy of grade of service result for assessment and generation by being used for defined in grade Determine service logic, will be operational data through judgement data conversion 14.It addition, produced each operand strong point is returned and is guided to it From, initial one or more measurement data points through judgement, for following the tracks of and audit objective.Such as, during the grade of service Between logic can comprise the critical cycle in a month and non-peak hour, wherein to reach different targets, or comprise not There is the cycle of service.Monitoring device and data collecting system do not know the distinctive this type of information of contract, and measurement data points can To cover these type of cycles multiple.For generating grade of service result and comparing from different Service Level Objectives, need to produce data The suitable set of point.And continuing this example, coming from, if measured, the different detectors monitoring same resource, then when assessing also When generation collects grade of service result, before these measurements may be used for grade of service calculating, need to utilize in the grade of service The middle logic 54 specified merges these and measures.

In more detail, and as an example, can by change through judgement data be operational data step be decomposed into two sub-steps Suddenly.This example shows the next step how traveling to evaluation process through judgement data.

1., independent of SL profile service time (or business plan), merge the several measurement numbers about same monitored resource According to.The form of this part explication primary data and transformed data, and because precise marking define these data, So the description to SL service logic self being used for merging data can be program, it is defined the grade of service by with client Personnel provide, or are provided by client self.

Combining step is by collecting measurement with measuring type id, and it is each computing before judgement data point creates simultaneously (pre-operational) data point (i.e. not having the operand strong point of business plan state), former state keeps through judgement simultaneously Value and to original quoting through judgement data point.Then, it is the corresponding service logic of every group selection from SL information, and And it is that often group application merges logic, think that often group produces new front operational data point set.How data point is performed merging Logic depends on realization: this can be to be interpreter, the dynamic call compiling form to this logic etc..

As an example, 3 detector monitors URL, and all agreeing to observe fault when all 3 detectors defined in SL (outage) just announce fault time, and this fault lasts till return normal first from the first detector measurement detecting it Detector measurement.In this case, a URL state measuring type=observed, therefore only one of which group are only seen.Have Measure input for 3, the resource id mark different by it.In order to simplify further, each data point is to given resource id/ detector Only mention fault time and duration.Need not show again available resources, because there do not have fault to mean that acquiescently to be available.

These are placed in one group of measurement, then utilize the logic provided to merge.In this case, the formal logic provided May is that

-set up a data acquisition system according to the front computing point measuring timestamp ordering submitted to from groups of data sets,

-according to the order after sequence, through each non-point being excluded, and watch its time interval described (timestamp, time Between stamp+duration) whether have different resource id, point subsequently or simultaneously time interval with two overlapping.

If-overlap, then utilize operand strong point to create instrument, create new operand strong point from these 3 points, and by the time Stamp is set to the timestamp currently put, and (timestamp+duration) that duration is set to 3 points deducts the minimum of this timestamp Value, abandons 3 operand strong points for creating this point, and by this insertion sort list, keeps initial warp wherein The data point list of judgement.

If-do not overlap, then discard point.

2. divide measurement data to create dividing of each cycle relative to profile cycle service time (grade of service temporal logic) From set.This step allows concurrently to each data acquisition system application same process, and need not arrive SL results contrast again Profile service time it was concerned about before stage.

The output of front step as input, is the most still not provided with the front operand strong point of business plan state by this partiting step.Should The calendar enlivening service condition of each time in the outside input of the step grade of service handled by display.

The logic of this step is very simple, the most identical:

A-, for each front operand strong point, obtains the service condition for data point timestamp from calendar, and is arranged In current operand strong point.

If this point of b-is aggregation point (that is, is not a unique temporal point, but covers a time range), then watch calendar, To check whether service condition changes before the end time at the interval that this aggregation point is covered,

If c-changes, then create new operand strong point from this point.It is that service condition changes by the time stamp setting of this new point Time, its service period state is set to this new state, and its end time or duration is arranged and current point End match.The end time currently put or duration are set to the time that service condition changes.Then utilize this new Operand strong point, restart sub-step c-.

As an example, if fault lasts till point in afternoon 11 from 3 in afternoon, and profile service time is pointed out among one day, Be normal hours at 8 in afternoon in the morning 8, is the non-peak hour with different target, then needs this fault outside it Be divided into two sections, one section from point at 3 in afternoon to afternoon 8, wherein service period state=" normal hours ", one section from point in afternoon 8 To point in afternoon 11, wherein service period state=" non-peak hour ".

Then, being assessed by the grade of service, utilize formula 56, assess (16) operand strong point, this formula 56 is specified to feed which A little data are as input, and what (response time, availability, counting, state) data mode is, and how should process input Data are to produce the centre and top grade of service result collected.One is produced for each service period in service time profile Data acquisition system.Data produced by this step are directly used in the grade of service (attainment) up to standard and compare, with to the grade of service Report, and be used for being input to other enterprise management systems.The promise that its coupling supplier is carried out with contract form, and Represent negotiation value and the quality of institute's delivery service.

Finally, reach result for compared with the Service Level Objectives 58 of each service period, its participation or reduce this knot The situation of fruit, modifies (step 18) from the operational data produced through judgement data.This step is such as " to meet profile (In Profile ,=good SL result is had contribution) " or " do not meet profile (Out of profile ,=to reduce SL result have Contribution) " label, and modify produced operand strong point to the surplus (delta) of breaking limit, should be to destroying limit The surplus on boundary (breaking limit) is used for understanding the limit (margin) that high-grade SL result is made contributions by data point, no Pipe be bad should (such as: the remaining time before " not meeting profile " or promise breaking, for problem resolution time, etc.).

This strengthens operation (the Service ProviderManaged managed by service supplier to operational data Operations) personnel and automatic system thereof use, to follow the tracks of opposite end constantly to end (end toend) final grade of service work The contribution gone out, to understand its impact on this grade, and helps them to distinguish the order of priority of work and measure, to ensure end To holding the grade of service.As the example of the latter, before the promise breaking of Resolving probiems, the remaining time is for following purpose Information: understand in current open question, first have to solve which problem.As the former example, show which is measured in detail Reducing SL result has contribution helpful to the following: in input data set closes, and which quickly finds and is intended to the point of improvement, And control the effect of remedial measure.This is the most possible, is because each operand strong point and refers to through judgement data, its And then there is in its history the list to the amendment that initial data point is carried out.It addition, the balance information to breaking limit can make People understands the amount improving grade of service effort to be spent, and should focus on where could obtain largest benefit.

Realized range request and every kind of operative data type was created to the rule being used for modifying them.This can obtain each service etc. Specific one group of level modifies rule.Produced by previous steps in grade of service assessments, each operational data has Having relative data code, this code is used for retrieving business that is that be applied to this grade of service and that be applied to its place week Phase modification rule.

These rules in executable code, and can perform these rules in the modification time for each operational data, or These rules of person can be to test to be carried out and the description of condition to be met, and can also modify the time pair These rules explain.Each rule all relies on grade of service assessment formula and target.Between multiple grades of service Can there is some something in common, it is also possible to there is no something in common, and in the case of having something in common, rule can be shared.

Show in the diagram into each operational data create rule process, utilize operative data type id, grade of service id, And service period id, rule list obtains 62 rule marks.Then relative to operational data ground, perform or explain 64 rule Then.Then, check whether 66 results are just.If certainly, then operational data is modified to " meeting profile " 68；If not being Certainly, then operational data is modified to " not meeting profile " 70.Result is stored as the surplus to target, with as described above by Use.

Such as, the URL response time of SLA definition 95% is measured and is less than 2s.The operational data produced by this SL assessment is The response time launched on assessment cycle measures list, and measures the 95th percentage interval value of list.In this case, may be used Can only use the rule that two kinds of operative data types share.This rule is by operational data value compared with 2s, and such as Fruit is less than or equal to then answer as certainly (meeting profile), and otherwise answering is negative (not meeting profile), and in operational data Memory margin in point.

Claims (10)

1. managed service provider is supplied to the system of the grade of service of client, comprises process engine (10), is used for utilizing Service time, profile and grade of service service logic, was fortune by measurement data conversion (14) being made up of one or more data point Count evidence, and assesses (16) described operational data to produce grade of service result and modified operational data；

Described system features is that described process engine comprises:

Being used for the parts (12) in this measurement data of leading decision that described measurement data is converted to operational data, described judgement is Carry out by utilizing the judgement element (30) describing amendment to be carried out to gather, and

Being used for modifying after assessment the parts (18) of this operational data in described operational data, this modification is by by computing Data are carried out with compared with modification value determined by each service period Service Level Objectives.

2. the system as claimed in claim 1, the judgement element (30) that wherein said informating part (12) uses is from following Select among Xiang: that create in contract signing rank and all effective for whole grade of service life cycle clause (32) created from judgement control station (34) by service level management person in random time in, during grade of service life cycle Element, or the element from other enterprise management systems (36).

3. system as claimed in claim 2, each of wherein said judgement element (30) is made by described informating part (12) With being locked afterwards.

4. system as claimed in claim 3, the most each measurement data points through judgement comprises to the judgement unit used Element and the reference listing according to its application-specific order of clause, be used for auditing, detailed report, explanation, customer relationship, and Apply for law ruling and later charging.

5. system as claimed in claim 4, wherein in order to be converted to operational data, described process engine through judgement data (10) use the grade of service to merge logic (54) and merge the several measurement data about identical monitored resource, such that it is able to smart Determine justice primary data and the form of translated data, and use profile service time (52) that data are divided into each week The data acquisition system of the separation of phase.

6. system as claimed in claim 5, the wherein said parts (18) being used for modifying operational data use each business week The Service Level Objectives (58) of phase and rule, in order to utilize such as " meeting profile " or the label of " not meeting profile ", and Utilizing the details about breaking limit, modify described operational data, " meeting profile " refers to that these data are to good service grade Result has contribution, and " not meeting profile " refers to that these data have contribution to making grade of service result decline, thin about breaking limit Save the limit understanding that grade of service result sink or swim is made contributions by measurement data points.

7. managed service provider is supplied to the method for the grade of service of client, comprises the steps of and utilizes service time Profile and grade of service service logic, the measurement data being made up of one or more data point is changed (14) into operational data, And assess (16) described operational data to produce grade of service result and modified operational data；

Described method feature is that it comprises the steps of

By utilizing the judgement element (30) describing amendment to be carried out to gather, described measurement data is being converted to operational data Leading decision (12) described measurement data, and

By by described operational data compared with the modification value of each service period, described operational data assess after modify (18) described operational data.

8. method as claimed in claim 7, wherein said judgement element (30) selects among the following: contract label Order that create in rank and all effective for whole grade of service life cycle clause (32), at grade of service Life Cycle The element created from judgement control station (34) by service level management person in random time in during phase, or from other enterprises The element of management system (36).

9. method as claimed in claim 8, wherein before described decision steps, copies each measurement data points, as tool Free amendment history chain, through the measurement of judgement, thus enable to store the amendment history of each measurement data.

10. method as claimed in claim 9, wherein use in described decision steps each described judgement element (30) it After, lock this judgement element (30).