Patent ID: 8527317
Filing Date: 2013-09-03
Classification: G06Q

Abstract:
1. A method comprising the following steps: entering, by a service provider and a first customer, a first Service Level Agreement (“first SLA”) that provides for service task requests from the first customer 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; initially operating under the first SLA for sufficient time so that a plurality of passed time periods of the plurality of predetermined time periods have passed and a current time period has begun; storing a number of service task requests by the first customer under the first SLA for each passed time period; subsequent to the initially-operating step, tracking a number of first SLA missed requests for the current time period, with a first SLA missed request being any service task request of the current time period that does not fulfill the first performance parameter of the first SLA; subsequent to the initially-operating step, receiving a new service task request from the first customer under the first SLA; subsequent to the initially-operating step, fetching the number of service task requests by the first customer under the first SLA for each time period of the plurality of passed time periods; subsequent to the fetching step, determining 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 at the fetching step, 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 subsequent to the determining step, calculating, using a processor, 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 and the number of first SLA missed requests for the current time period tracked at the tracking step; wherein the first risk attribute is calculated by the formula wherein C equals the number of first SLA missed requests for the current time period for the first customer tracked at the tracking step, L equals the PBA lower limit determined at the determining step, U equals the PBA upper limit determined at the determining step, and P equals the first performance parameter proportion value of the first SLA.