Closed loop performance management for service delivery systems

Abstract

A computer implemented method delivers information technology services according to a set of service level agreements. A service request class having a largest control error is identified from a plurality of service request classes. The service request priority of the service request class having the largest control error is then increased to form an updated priority. Service requests for the plurality of service request classes are dispatched in a next control iteration based upon the updated priority.

1 - 24 . (canceled) 
     
     
         25 . A computer program product for dispatching service request, the computer program product comprising:
 a computer readable storage medium;   program instructions stored on the computer readable storage medium to identify a service request class having a largest control error from a plurality of service request classes;   program instructions stored on the computer readable storage medium, responsive to identifying the service request class having the largest control error from the plurality of service request classes, to identify whether a service request priority of the service request class having the largest control error has been previously increased;   program instructions stored on the computer readable storage medium, responsive to identifying that the service request priority of the service request class having the largest control error has not been previously increased, to increase the service request priority of the service request class having the largest control error to form an updated priority;   program instructions stored on the computer readable storage medium, responsive to identifying that the service request priority of the service request class having the largest control error has been previously increased, to refrain from increasing the service request priority of the service request class having the largest control error to form the updated priority;   program instructions stored on the computer readable storage medium, to determine whether a service request priority for each of the plurality of service request classes has been previously increased;   program instructions stored on the computer readable storage medium, responsive to determining that the service request priority for each of the plurality of service request classes has been previously increased, to reset the service request priority for each of the plurality of service request classes to an original service request priority; and   program instructions stored on the computer readable storage medium to dispatch service requests for the plurality of service request classes in a next control iteration based upon the updated priority.   
     
     
         26 - 29 . (canceled) 
     
     
         30 . The computer program product of  claim 25 , wherein the program instructions to identify the service request class having the largest control and increasing the service request priority of the service request class having the largest control error are performed on a per control interval basis. 
     
     
         31 . The computer program product of  claim 25 , wherein the service request class having the largest control error is the service request class having a largest deviation from an average safety margin for the plurality of service request classes. 
     
     
         32 . The computer program product of  claim 31 , wherein the average safety margin is determined using one of a plurality of weighted control objectives for each of the plurality of service request classes, wherein each of the weighted control objectives are based on a penalty cost for a service level agreement violation of the associated one of the plurality of service request classes. 
     
     
         33 - 48 . (canceled)