Patent ID: 8407080
Filing Date: 2013-03-26
Classification: G06Q

Abstract:
1. A method for managing performance of an information technology service delivery process, the method comprising the steps of: a computer collecting a first plurality of actual measurement values of key performance indicator metrics of the information technology service delivery process while an information technology service is being delivered to a customer; the computer changing the information technology service delivery process at a preset time, wherein the changing comprises making a preset change in order to enable the information technology service delivery process to meet a set of performance objectives; after the step of the computer changing the information technology service delivery process, the computer collecting a second plurality of actual measurement values of the key performance indicator metrics while the information technology service is being delivered to the customer; the computer generating a process behavior graph having an x-axis that represents time and a y-axis that represents a range of measurement values, wherein the computer generating the process behavior graph further comprises: the computer displaying the generated process behavior graph to a user.