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 . A computer implemented method for dispatching service request, the method comprising:
 identifying, by a computer, a service request class having a largest control error from a plurality of service request classes;   responsive to identifying the service request class having the largest control error from the plurality of service request classes, identifying, by the computer, whether a service request priority of the service request class having the largest control error has been previously increased;   responsive to identifying that the service request priority of the service request class having the largest control error has not been previously increased, increasing, by the computer, the service request priority of the service request class having the largest control error to form an updated priority;   responsive to identifying that the service request priority of the service request class having the largest control error has been previously increased, refraining, by the computer, from increasing the service request priority of the service request class having the largest control error to form the updated priority;   determining, by the computer, whether a service request priority for each of the plurality of service request classes has been previously increased;   responsive to determining that the service request priority for each of the plurality of service request classes has been previously increased, resetting, by the computer, the service request priority for each of the plurality of service request classes to an original service request priority; and   dispatching, by the computer, service requests for the plurality of service request classes in a next control iteration based upon the updated priority.   
     
     
         2 - 5 . (canceled) 
     
     
         6 . The computer implemented method of  claim 1 , wherein the steps of identifying 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. 
     
     
         7 . The computer implemented method of  claim 1 , 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. 
     
     
         8 . The computer implemented method of  claim 7 , 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. 
     
     
         9 - 24 . (canceled)