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WO2015016899A1 - Comparaison de temps de réponse avec des temps objectifs - Google Patents

Comparaison de temps de réponse avec des temps objectifs Download PDF

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Publication number
WO2015016899A1
WO2015016899A1 PCT/US2013/052980 US2013052980W WO2015016899A1 WO 2015016899 A1 WO2015016899 A1 WO 2015016899A1 US 2013052980 W US2013052980 W US 2013052980W WO 2015016899 A1 WO2015016899 A1 WO 2015016899A1
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WO
WIPO (PCT)
Prior art keywords
predefined actions
goal
time
event
predefined
Prior art date
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Ceased
Application number
PCT/US2013/052980
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English (en)
Inventor
Travis FLYNN
Tracy M. LIPASEK
Anatoli SPOLOVICH
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Hewlett Packard Development Co LP
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Hewlett Packard Development Co LP
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
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Application filed by Hewlett Packard Development Co LP filed Critical Hewlett Packard Development Co LP
Priority to PCT/US2013/052980 priority Critical patent/WO2015016899A1/fr
Publication of WO2015016899A1 publication Critical patent/WO2015016899A1/fr
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

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    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management

Definitions

  • Business processes may be a factor in the operational success of an organization.
  • the business processes may be implemented using applications.
  • the organization may have an interest in ensuring that the applications operate property ⁇ e.g., as intended). Therefore, the
  • organization may pursue evaluating and/or fixing issues associated with an application and/or a device utilizing the application.
  • Figure 1 illustrates an example of an environment in which various examples can be implemented for comparing response times to goal times according to the present disclosure.
  • Figure 2 illustrates a diagram of an example of a user interface for comparing response times to goal times according to the present disclosure.
  • Figure 3A illustrates a diagram of an example of a system for comparing response times to goal times according to the present disclosure.
  • Figure 3B illustrates a diagram of an example of a computing device for comparing responses to goal times according to the present disclosure.
  • Figure 4 illustrates a flow diagram of an example of a method for comparing response times to goal times according to the present disclosure. Detailed Description
  • Applications such as word processing applications, accounting applications, location indentifying applications, among other applications, can support business processes and/or be included in products produced by the business processes. With increasing pressure on organizations to improve performance of their business processes the organizations may seek to increase efficiencies, for instance, by pursuing efficient resolution of events associated with the applications.
  • An event refers to difficulties encountered when executing a function, such as a routine and/or task within a particular application.
  • an event can include a deviation from a performance standard, such as those specified by a service level agreement.
  • Functions can be executed by user devices.
  • a user device refers to an electronic device suitable for executing a function of an application and/or or processing information (e.g., network traffic) related to the application. Examples of user devices can include mobile phones, a payment instruments, desktop/laptop computers, and/or servers, etc.
  • Occurrence of an event may prohibit an application from functioning as intended.
  • occurrence of an event may prohibit a laptop computer from performing a word processing functionality of a word processing application. Accordingly, ensuring proper functionality of the application can be desirable.
  • troubleshooting an application experiencing an event e.g., resolving the event
  • Ticketing may include identifying a user, a computing device, and/or an application associated with the event.
  • the ticketed information (e.g., a computing device associated with an event) may be provided to an information technology (IT) administrator who may then attempt to develop an approach to troubleshoot the event identified in a ticket.
  • IT information technology
  • approaches have proven to be complex and/or costly, among other inefficiencies. For instance, such approaches may rely upon the availability of a particular user, for instance, an IT administrator having knowledge of the interworking of an IT environment and/or a particular application associated with an event. Difficulties associated with
  • troubleshooting can be compounded when the particular user (e.g. , the IT administrator) is unavailable.
  • examples of the present disclosure include methods, systems, and computer-readable and executable instructions for comparing response times to goal times.
  • Comparing response times to goal times can refer to recording response times in which a plurality of predefined actions are performed (e.g., in response to an occurrence of an event) and comparing the response times with a goal time to perform the plurality of predefined actions.
  • Such comparison of response times to goal times can promote consistent and reliable resolution for events (e.g., events including those having predefined actions to troubleshoot), for example, by providing an indication of a plurality of predefined actions to be performed in response to an occurrence of an event, among other advantages.
  • a predefined action refers to an action that can be performed (e.g., by a user) in response to an occurrence of an event.
  • Predefined actions can include sending information (e.g., requests) to an application and/or a user, and/or various modifications of an application and/or hardware.
  • Examples of predefined actions can include contacting a user, opening an online meeting such as a teleconference, among other actions.
  • a response time refers to a time in which a predefined action is performed (e.g., performed by a user).
  • a goal time refers to a target (e.g., desired) time to perform a predefined action.
  • a goal time can include an targeted amount of time that can elapse between a time of starting to perform a particular predefined action and completion of the particular predefined action and/or the goal time can include a target time, such as a day, time of day, etc., before which the particular predefined action is to be targeted to be performed (e.g., completed).
  • the predefined actions can be performed in response to an occurrence of an event.
  • An occurrence of an event can be identified by those supporting an application (e.g., a developer of an application and/or an IT administrator) and/or by those using a user device in a live environment.
  • An occurrence of an event for instance, can identified be based on an SLA (e.g., a deviation from a performance standard outlined in the SLA) and/or identified automatically, among other ways to identify an occurrence of an event.
  • SLA e.g., a deviation from a performance standard outlined in the SLA
  • Figure 1 illustrates an example of an environment in which various examples can be implemented for comparing responses times to goal times according to the present disclosure.
  • the environment 100 is shown to include a system 104 for comparing response times to goal times, user devices 102-1 , 102-2,... , 102-N, support devices 110-1 , 110-2,..., 110-P, a data store 08, and a link 106.
  • the data store 108 can be analogous to those discussed with respect to Figure 3A.
  • the system 104 can include a
  • Comparing response times to goal times can be performed using a support device, such as support devices 110-1 ,... , 110-P.
  • the support devices 110-1 ,... , 110-P represent computing devices that can generate predefined actions (e.g., electronic data) having browsers and/or other applications to communicate such predefined actions, have the ability to modify the predefined instructions, and/or compare response times to a goal time, among other abilities.
  • a support device can be located in a live environment and/or in a support environment.
  • a support environment refers to an environment that can enable support personnel (e.g., an IT administrator) to modify the predefined actions (e.g. , an order of the predefined actions) and/or modify a user assigned to perform the predefined actions. Such modifications, as described herein, can be based upon comparing response times to goal times.
  • the response times can be result from completion of predefined actions in response to an occurrence of an event in a live environment.
  • a live environment refers to an environment including a user device capable of experiencing an event.
  • the live environment can be separate and distinct from the support environment.
  • being separate and distinct refers to an environment being physically separate and/or having separate network resources (e.g. , network resources to create network traffic) with respect to another network.
  • support personal e.g., located in a support environment
  • the support devices 1 10-1 ,..., 110-P can include a digital display such as a graphical user interface (GUI) 1 12.
  • GUI graphical user interface
  • the user devices 102-1 02-N can include a digital display (not shown) suitable for display of electronic data.
  • a user interface can include hardware components and/or computer-readable instruction components. For instance, hardware
  • An example user interface can include a GUI.
  • a GUI can, for example, digitally represent an indicator of the comparison of a response time to a goal time. That is, in some examples, an indicator can be displayed by a user interface of a support device.
  • the indicator could be a numeric indicator (e.g., a percent), a textual indicator, and/or a color (e.g., display of the color green to indicate a relatively close comparison).
  • Such displays can facilitate
  • interactions between a user and a computer e.g., allows a user to interact with a computer using images and/or text. That is, a user can, for example, modify the predefined instructions and/or submit to additional training, among other interactions performed in an effort to harmonize the response times to perform the predefined action with a goal time therefore.
  • automation instructions e.g., an automation script
  • Link 106 represents a cable, wireless, fiber optic, or remote connection via a telecommunication link, an infrared link, a radio frequency link, and/or other connectors or systems that provide electronic communication. That is, the link 106 can, for example, include a link to an intranet, the Internet, or a combination of both, among other communication interfaces.
  • the link 106 can also include intermediate proxies, for example, an intermediate proxy server (not shown), routers, switches, load balancers, and the like.
  • the system 104 for comparing response times to goal times can represent different combinations of hardware and instructions to compare response times to goal times.
  • the system 104 for comparing response times to goal times can include a computing device (not shown), for instance, computing device 355 as discussed with respect to Figure 3B.
  • Figure 2 illustrates a diagram of an example of a user interface for comparing response times to goal times according to the present disclosure.
  • the user interface 2 . 15 can be displayed via a display of a support device.
  • the user interface 215 can include a plurality of predefined actions 217-1 , 217-2, ... , 217-A and/or a plurality of goal times 220-1 , 220-2,... , 220-G.
  • the predefined actions 217-1 ,... , 217-A can each include a respective description 222 of the predefined action.
  • the description 222 can, for example, facilitate (e.g., a user assigned to perform the predefined action) to performance of the predefined action.
  • the description 222 can include a note area 224 in which notes (e.g., free text) can be entered. For example, a user can enter notes regarding best practices for performing a particular predefined action.
  • the goal times 220-1 , ... , 220-G can include respective goal times for each of the predefined actions 217-1 ,... , 217-A.
  • the present disclosure is not so limited. That is, the goal times 220-1 , ... , 220-G can include a group goal time (not shown) and/or can include a total goal time (not shown), as described herein.
  • the predefined actions 217-1 ,... , 217-A can be assigned to a user and/or a plurality of users 218-1 , 218-2, ... , 218-R, as illustrated in Figure 2.
  • the predefined actions can each have a status associated therewith and/or a status indicator, such as status indicators 223-1 , 223-2,... , 223-I.
  • the status indicators can provide an indication of (e.g., an electronic representation) of a status of a given predefined action. For instance, an indication of completion of a given predefined action (e.g., not complete or completed).
  • the user interface 2 5 can provide an indication of who a particular predefined action was completed by 219. Such a user that completed a given predetermined action may or may not be a user initially assigned to perform a predefined action.
  • Figure 3A illustrates a diagram of an example of a system for comparing response times to goal times according to the present disclosure.
  • the system 340 can include a data store 308 (e.g., analogous to data store 108 as referenced in Figure 1), a comparing system 342, and/or a number of engines.
  • the comparing system 342 can be in communication with the data store 308.
  • the comparing system 342 can include a number of engines (e.g., identify engine 343, generate engine 344, record engine 346, compare engine 348, etc.).
  • the comparing system 342 can include additional or fewer engines than illustrated to perform the various functions described herein.
  • the number of engines can include a combination of hardware and programming to perform a number of functions described herein (e.g., recording response times and/or comparing the response times with a goal time, etc.).
  • Each of the engines can include hardware or a combination of hardware and programming designated or designed to execute a module (e.g., a particular module).
  • the programming can include instructions (e.g., software, firmware, etc.) stored in a memory resource (e.g., computer- readable medium) as well as a hard-wired program (e.g. , logic).
  • the identify engine 343 can include hardware and/or a combination of hardware and programming to identify an occurrence of an event, as described herein, and identifying an account associated with the event.
  • the generate engine 344 can include hardware and/or a combination of hardware and programming to generate a plurality of predefined actions.
  • the generate engine 344 can generate the plurality of predefined actions based on an account associated with an event, for instance, in response to the identification of the event (e.g., identification by the identify engine 343).
  • An account refers to a user, a user device, a business unit of an organization, and/or a support personal (e.g., IT administrator) associated with an event.
  • the account can be identified based on information associated with the event, such as a user device associated with the event.
  • the generate engine 344 can generate a plurality of event responses.
  • An event response refers to a particular set of predefined actions to be performed in response to an occurrence of an event.
  • the set of predefined actions included within a given event response can be based upon an account, a scenario, and/or a severity associated with an event.
  • the generate engine 344 can generate a plurality of event responses based on an account associated with an event. That is, the plurality of event responses can, in some examples, have dissimilar predefined actions included therein for responding to a particular event for different accounts. For example, two accounts (e.g. , two users) experiencing the same event may be each be provided an indication of a plurality of predefined actions, however, at least some of the predefined actions will differ for the respective accounts. Such differences can correspond to different event responses. For instance, an event response provided to an IT administrator having access privileges to modify applications may be different than an event response provided to a user who is without such access privileges. [0032] Basing the predefined instructions in an event response on an account can include generating the predefined instructions based on a user device associated with the event. For example, two user devices
  • each user device can be provided with differing event responses. That is, each user device can be provided with differing event responses.
  • the differences in the event response/predetermined actions can account for different user device types and/or models, different locations within a network, different governing SLA requirements, different desired functionalities, among other differences between two user devices. For instance, a printer experiencing an event (e.g., a power outage) can have a different event response provided thereto than an event response provided to a server experiencing the same event.
  • an event e.g., a power outage
  • Generating the plurality of predefined actions can include the generate engine 344 accessing predefined actions from a data store. That is, the predefined actions can be stored in a data store, for example, along with respective goal times for performing the predefined actions, and/or
  • the generate engine 344 can generate the predefined actions upon request (e.g., initiated by an IT administrator), or upon an occurrence of an event.
  • the generate engine 344 can generate a plurality of predefined actions based on a scenario associated with the event.
  • a scenario refers to a sequence of information, such as inputs, associated with an event.
  • a user may provide inputs via a user device.
  • the inputs can be provided prior to a time of occurrence of an event, during the event, and/or subsequent to the time of occurrence of the event.
  • the information can be stored in a data store, for instance, stored along with an event the information is associated with.
  • the generate engine 344 can generate a plurality of predefined actions based on a severity associated with the event .
  • a severity associated with an event can be based upon and SLA and/or can be based upon a number of users and/or user devices experiencing (e.g., impacted by) an event.
  • the severity can be a measure of a number of users that can be involved to troubleshoot the event. That is, an event having comparatively higher severity can result in a comparatively higher number of users performing predefined actions and/or can result in recording response times for a comparatively higher total number of users performing the predefined actions.
  • an event with a severity of 1 can have a single user perform the predefined actions in response to an occurrence of the event, whereas an event with a comparatively higher severity (e.g., a severity of 4) can have multiple users perform the predefined actions upon occurrence of the event with the comparatively higher severity.
  • the addition of multiple users can expedite resolution of events and/or facilitate resolution of comparatively more complex events (e.g., events involving multiple users and/or user devices), among other advantages.
  • the record engine 346 can include hardware and/or a combination of hardware and programming to record response times in which the plurality of predefined actions are performed. Recording refers to calculating response times (e.g., a difference in time between initiation and completion of a predefined action(s)) and/or can include storing the response times in a data store.
  • the record engine 346 can, in some examples, record a real-time timeline of an occurrence of an event, response times, and/or a scenario associated with the occurrence of the event. That is, in some examples, the record engine 344 can record a real-time timeline of the response times in which the plurality of predefined actions are performed.
  • a modify engine (not shown) can include hardware and/or a combination of hardware and programming to modify the predefined actions (e.g. an order of the predefined actions) and/or a user assigned to perform the predefined actions.
  • the modify engine can modify the predefined actions by addition, removal, and/or alteration of predefined actions, among other modifications.
  • the modify engine can modify
  • the modify engine can modify an order of the predefined actions. Such modification of the order can be based on a comparison of a response time to a goal time. For example, a response time for a predefined action that exceeds a goal time can result in an order of the predefined actions being modified in an effort to resolve/mitigate effects of the response time for the predefined action exceeding the goaf time.
  • the order of the predefined actions can be modified to have the action performed (e.g., initiated) comparatively sooner in the order in an effort to avoid the action being the final action to complete.
  • such modification can reduce a total response time to perform the predefined actions (e.g., a cumulative time to perform all predefined actions in response to an event).
  • Modification of the predefined actions can include modifying a user assigned to perform a predefined action. For example, a user who is assigned to perform a predefined action in response to occurrence of an event that exceeds a respective goal time to perform the predefined action may result in another user being assigned to perform the predefined action (e.g. , in response to a future occurrence of the event). Modifying a user assigned to perform a predefined action can include removing a user assigned to a predefined action and/or assigning a user to a predefined action.
  • a user can be assigned to perform a group of predefined actions.
  • a group of predefined actions refers to two or more predefined actions.
  • the group of predefined actions can include a group goal time to perform each of the predefined actions of the group. That is, the group goal time refers to a cumulative time to perform each of the predefined actions of the group.
  • a group can include a predefined action A (having a goal time of X) and a predefined action B (having a goal time of Y).
  • the group goal can time can be the cumulative time obtained by adding the goal time X to the goal time Y.
  • a group response time can include a cumulative time obtained by adding the response times of each of the respective predefined actions in a group.
  • the group of predefined actions, group goal times, group response times can be assigned to a number of users (e.g., a number of users within a particular business group each of whom may be able to perform some or all of the group of predefined actions) and/or assigned in another manner to promote comparing response times to goal times.
  • the compare engine 348 can include hardware and/or a combination of hardware and programming to compare the response times with a goal time to perform the plurality of predefined actions.
  • comparison can compare a goal time for a respective predefined action, a total goal time for performing all predefined actions in response to an occurrence of an event, and/or a group goal time with a response time for the predefined action, the total response time for the event, and/or a group response time, respectively, among other comparisons.
  • the compare engine 348 can, in some examples, have an ability to automatically compare the recorded response times to the goal times.
  • Figure 3B illustrates a diagram of an example of a computing device for comparing response times to goal times according to the present disclosure.
  • the computing device 355 can utilize software, hardware, firmware, and/or logic to perform a number of functions described herein.
  • the computing device 355 can be a combination of hardware and instructions to compare a response time to a goal time.
  • the hardware for example can include a processing resource 360 and/or a memory resource 364 (e.g., computer-readable medium (CRM), database, etc.)
  • a processing resource 360 can include a number of processors capable of executing instructions stored by a memory resource 364.
  • Processing resource 360 can be integrated in a single device or distributed across multiple devices.
  • the instructions e.g., computer-readable instructions (CRI)
  • CRM computer-readable instructions
  • the instructions can include instructions stored on the memory resource 364 and executable by the processing resource 360 to implement a desired function (e.g., compare a response time to a goal time, etc.).
  • the memory resource 364 can be in communication with a processing resource 360.
  • a memory resource 364, as used herein, can include a number of memory components capable of storing instructions that can be executed by processing resource 360.
  • Such memory resource 364 can be a non-transitory CRM.
  • Memory resource 364 can be integrated in a single device or distributed across multiple devices. Further, memory resource 364 can be fully or partially integrated in the same device as processing resource 360 or it can be separate but accessible to that device and processing resource 360.
  • the computing device 355 can be implemented on a support device and/or a collection of support devices, on a user device and/or a collection of user devices, and/or on a combination of the support devices and the user devices.
  • the memory resource 364 can be in communication with the processing resource 360 via a communication link (e.g., path) 362.
  • the communication link 362 can be local or remote to a computing device associated with the processing resource 360. Examples of a local
  • communication link 362 can include an electronic bus interna! to a computing device where the memory resource 364 is one of volatile, non-volatile, fixed, and/or removable storage medium in communication with the processing resource 360 via the electronic bus.
  • the memory resource 364 can include a number of modules such as a provide module 366, a record module 368, and a compare module 370.
  • the number of modules 366, 368, 370 can include CRI that when executed by the processing resource 360 can perform a number of functions.
  • the number of modules 366, 368, 370 can be sub-modules of other modules.
  • the record module 368 and the compare module 370 can be sub-modules and/or contained within the same computing device.
  • the number of modules 366, 368, 370 can comprise individual modules at separate and distinct locations (e.g., CRM, etc.).
  • Each of the number of modules 366, 368, 370 can include instructions that when executed by the processing resource 360 can function as a corresponding engine, including those as described herein.
  • the record module 368 can include instructions that when executed by the processing resource 360 can function as the record engine 346.
  • the record module 368 can include CRI that when executed by the processing resource 360 can record response times in which the plurality of predefined actions are performed.
  • the provide module 366 can include instructions that when executed by the processing resource 360 can function as a provide engine (not shown), for instance, to provide an indication of a plurality of predefined actions to be performed in response to an occurrence of an event.
  • Figure 4 illustrates a flow diagram of an example of a method for simulating sensors according to the present disclosure.
  • the method 480 can include causing a support device to display an indication of a plurality of predefined actions via a graphical user interface of the support device having the ability to modify the plurality of predefined actions.
  • causing a display of the indication of the plurality of predefined actions can include causing the display without user input, for instance, upon automatic detection of an occurrence of an event. Such automated detection can be performed by a BS , as described herein.
  • Causing can include executing instructions stored in memory to directly cause a support device to display, for example, a plurality of predefined actions and/or to communicate data with an expectation that it be processed by another device to cause the support device to display the plurality of predefined actions.
  • blocks 486, 488, and 490 can include executing instructions stored in memory to perform the examples of the method described therein.
  • the method 480 can include recording response times for a plurality of users to perform the plurality of predefined actions in response to occurrence of a plurality of events
  • recording can include recording a group response time for a user of the plurality of users to perform predefined actions of the plurality of predefined actions assigned to the user. For instance, a difference in time between initiation and completion of performance of a predefined action (e.g., a time of day of completion of the predefined action) can be recorded.
  • recording can include recording a change time.
  • a change time refers to an amount of time to change between performing a predefined action (e.g., a time of day associated with completion of the predefined action) and a time associated with initiating performance of a different predefined action of the plurality of predefined actions.
  • the change time can, in some examples, include an amount of time to change between a given user performing a particular predetermined action to change to another user that can initiate performance of a different predetermined action.
  • a total change time for instance, a cumulative amount of time to change between performing each of the predefined actions can be recorded.
  • the method 480 can include comparing the response times to respective goal times to perform each of the plurality of predefined actions.
  • comparing the response times includes comparing a group response time for a user of the plurality of users to perform predefined actions assigned to the user to a group goal time for the user to perform the predefined actions.
  • Training can include providing the user with information (e.g., additional to previous training), for example, on performing predetermined actions assigned to a user.
  • comparing can include comparing the change time, as described herein, to a goal change time.
  • the goal change time refers to a target time to change between performing a predefined action to performing a different predefined action of the plurality of predefined actions.
  • a total change time can, for example, be compared with a total goal change time.
  • a total goal change time refers to a cumulative amount of time targeted within which changing from performing each of the predefined actions.
  • the method 480 can include causing the support device to display an electronic representation indicative of the comparison of the response times to the goal times.
  • Causing the support device to display the electronic representation includes causing the display of a color indicative of the comparison of the response times relative to the goal time. For example, green can indicate that the comparison is favorable (e.g., that a response time is equal to or less than a goal time) and red can indicate that the comparison is not favorable (e.g., that a response time is greater than a goal time).
  • logic is an alternative or additional processing resource to execute the actions and/or functions, etc. , described herein, which includes hardware (e.g., various forms of transistor logic, application specific integrated circuits (ASICs), etc.), as opposed to computer executable instructions (e.g., software, firmware, etc.) stored in memory and executable by a processing resource.
  • hardware e.g., various forms of transistor logic, application specific integrated circuits (ASICs), etc.
  • computer executable instructions e.g., software, firmware, etc.

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Abstract

La comparaison des temps de réponse avec des temps objectifs peut consister à enregistrer des temps de réponse dans lesquels des actions prédéfinies sont exécutées puis à comparer les temps de réponse avec un temps objectif pour exécuter la pluralité d'actions prédéfinies.
PCT/US2013/052980 2013-07-31 2013-07-31 Comparaison de temps de réponse avec des temps objectifs Ceased WO2015016899A1 (fr)

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PCT/US2013/052980 WO2015016899A1 (fr) 2013-07-31 2013-07-31 Comparaison de temps de réponse avec des temps objectifs

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