Operations Health Management

Abstract

Implementations of this disclosure are directed towards the computer-implemented determination of interrupt events from a plurality of notification events generated by one or more of a plurality of computer systems. Interrupt events are associated with notifications designed to immediately alert a responder. A health score is generated as a weighted sum of one or more health sub-scores that are generated using one or more health sub-score models that take as input more health metrics representative of data associated with one or more interrupt events. The health sub-scores are representative of an impact relating to the management of operations of the plurality of computer systems and the weights used in the weighted score are representative of an estimation of the relative impact of the generated health sub-scores. The health sub-score models may be automatically modified according to an automated analysis of historic operational outcome metrics and historic scores.

1 .- 30 . (canceled) 
     
     
         31 . An apparatus comprising:
 a processor; and   a memory that stores instructions executable by the processor to:
 determine one or more interrupt events from a plurality of notification events generated by one or more of a plurality of computer systems, wherein the one or more interrupt events are determined based on a corresponding notification event being sent in a manner designed to immediately alert a responder; 
 generate one or more metrics representative of data associated with the one or more interrupt events; 
 generate one or more sub-scores based on one or more of the metrics by providing one or more metrics as input to one or more sub-score models representative of an impact relating to operations of the plurality of computer systems; 
 generate an operations score using a weighted sum of the one or more sub-scores, the weights of respective sub-scores based on an estimated relative impact of the sub-scores as they relate to the operations of the plurality of computer systems; and 
 automatically modify at least one of the one or more sub-score models responsive to an automated analysis of a plurality of operational outcome metrics and a plurality of historical operational scores, including the operations score, generated over a period of time. 
   
     
     
         32 . The apparatus of  claim 31 , wherein the one or more sub-score models includes sub-score models designed to quantify occurrences of interrupt events likely to cause an affected responder pain through disruption of non-work activities. 
     
     
         33 . The apparatus of  claim 32 , wherein the non-work activities include anticipated sleep time periods, anticipated mealtime periods, and weekends. 
     
     
         34 . The apparatus of  claim 32 , wherein the one or more sub-score models includes sub-score models that are reflective of notification frequency, notification variation, or an imbalance in notifications between responders. 
     
     
         35 . The apparatus of  claim 31 , wherein the corresponding notification event is sent in a manner designed to immediately alert a responder if it is sent using a text message, a phone call, or a push notification. 
     
     
         36 . The apparatus of  claim 31 , further comprising instructions to:
 determine at least one of the weights of the one or more sub-scores by applying a second model against a plurality of human factors representative of a plurality of responders.   
     
     
         37 . The apparatus of  claim 36 , wherein the human factors are representative of at least one of responder tenure length, incident resolve time, and direct feedback. 
     
     
         38 . The apparatus of  claim 31 , further comprising instructions to:
 compare the operations score against one or more comparison operations scores associated with one or more other organizations having at least one characteristic in common with an organization associated with the operations score;   determine a change recommendation for the organization based on one or more successful improvement actions taken by at least one of the one or more other organizations in response to a similar health degradation identified based the operations score or the one or more sub-scores; and   generate a report incorporating the operations score for display to a user.   
     
     
         39 . The apparatus of  claim 31 , wherein the one or more interrupt events are determined based on an association with an identified responder and the operations score is generated for the identified responder. 
     
     
         40 . The apparatus of  claim 39 , further comprising instructions to:
 generate a profile for the identified responder including a mapping between the operations score, the one or more sub-scores, and one or more responder actions; and   determine whether the identified responder is at risk by comparing the profile with one or more threshold values.   
     
     
         41 . The apparatus of  claim 40 , further comprising instructions to:
 generate a risk model based on one or more correlations between an adverse responder action, the profile for the identified responder, the operations score, and the one or more sub-scores.   
     
     
         42 . A method comprising:
 determining, based on a corresponding notification event being sent in a manner designed to immediately alert a responder, one or more interrupt events from a plurality of notification events generated by one or more of a plurality of computer systems;   generating one or more health metrics representative of data associated with the one or more interrupt events;   generating one or more health sub-scores based on one or more of the health metrics by executing, using a processor, one or more health sub-score models against one or more health metrics, the one or more health sub-scores representative of one or more impacts relating to managing operations of the plurality of computer systems;   generating an operations health score by calculating a weighted sum of the one or more health sub-scores, the weights of respective health sub-scores determined based on an estimated relative impact of the health sub-scores as they relate to managing the operations of the plurality of computer systems; and   automatically modifying, using the processor, at least one of the one or more health sub-score models responsive to an analysis of a plurality of operational outcome metrics and a plurality of historical operational health scores, including the operations health score, wherein the plurality of operational outcome metrics and the plurality of historical operational health scores are generated over a period of time.   
     
     
         43 . The method of  claim 42 , further comprising:
 comparing the operations health score against one or more comparison operations health scores associated with one or more other organizations having at least one characteristic in common with an organization associated with the operations health score; and   determining a change recommendation for the organization based on one or more successful improvement actions taken by at least one of the one or more other organizations in response to a similar health degradation identified based the operations health score or the one or more health sub-scores.   
     
     
         44 . The method of  claim 42 , wherein the one or more interrupt events are determined based on an association with an identified responder and the operations health score is generated for the identified responder, the method further comprising:
 generating a health profile for the identified responder including a mapping between the operations health score, the one or more health sub-scores, and one or more responder actions;   determining whether the identified responder is at risk of an adverse action by comparing the health profile with one or more threshold values; and   generating a risk model based on one or more correlations between an adverse responder action, the health profile for the identified responder, the operations health score, and the one or more health sub-scores.   
     
     
         45 . The method of  claim 42 , wherein the one or more health sub-score models includes health sub-score models that are reflective of notification frequency, notification variation, or an imbalance in notifications between responders. 
     
     
         46 . The method of  claim 42 , wherein the corresponding notification event is sent in a manner designed to immediately alert a responder if it is sent using a text message, a phone call, or a push notification. 
     
     
         47 . A computer readable non-transitive storage media comprising instructions to:
 determine one or more interrupt events from a plurality of notification events generated by one or more of a plurality of computer systems, wherein the one or more interrupt events are determined based on a corresponding notification event being sent in a manner designed to immediately alert a responder;   generate one or more health metrics representative of data associated with the one or more interrupt events;   generate one or more health sub-scores based on one or more of the health metrics by providing one or more health metrics as input to one or more health sub-score models representative of an impact relating to managing operations of the plurality of computer systems;   generate an operations health score using a weighted sum of the one or more health sub-scores, the weights of respective health sub-scores based on an estimated relative impact of the health sub-scores as they relate to managing the operations of the plurality of computer systems; and   automatically modify at least one of the one or more health sub-score models responsive to an automated analysis of a plurality of operational outcome metrics and a plurality of historical operational health scores, including the operations health score, generated over a period of time.   
     
     
         48 . The computer readable non-transitive storage media of  claim 47 , further comprising instructions to:
 compare the operations health score against one or more comparison operations health scores associated with one or more other organizations having at least one characteristic in common with an organization associated with the operations health score; and   determine a change recommendation for the organization based on one or more successful improvement actions taken by at least one of the one or more other organizations in response to a similar health degradation identified based the operations health score or the one or more health sub-scores.   
     
     
         49 . The computer readable non-transitive storage media of  claim 47 , wherein the one or more interrupt events are determined based on an association with an identified responder and the operations health score is generated for the identified responder, and the computer readable non-transitive storage media further comprising instructions to:
 generate a health profile for the identified responder including a mapping between the operations health score, the one or more health sub-scores, and one or more responder actions;   determine whether the identified responder is at risk of an adverse action by comparing the health profile with one or more threshold values;   generate a risk model based on one or more correlations between an adverse responder action, the health profile for the identified responder, the operations health score, and the one or more health sub-scores; and   implement a change to a schedule of the identified responder responsive to the risk model.   
     
     
         50 . The computer readable non-transitive storage media of  claim 47 , wherein the corresponding notification event is sent in a manner designed to immediately alert a responder if it is not sent using e-mail.