Sainte-Foy-lès-Lyon, France
Sainte-Foy-lès-Lyon, France

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Patent
HCL Inc | Date: 2011-12-13

A system and method to manage social relationships by gathering information about social relationships for a particular user from a variety of sources, and automatically to recommend or execute potential socially desirable actions by the particular user with respect to the relationship. The method includes automatically aggregating social relation data from a plurality of social media, maintaining social relationship information for a plurality of social relations based on aggregated social relation data, automatically identifying potentially socially desirable actions by the user, and alerting the user to the identified desirable actions, or automatically executing the desirable actions.


A method and system memory to store a logical process model defining a logically structured series of process activities in a process, and Service Level Agreement (SLA) profile information defining a pre-defined plurality of SLA profiles which are potentially applicable to respective process instances. Each SLA profile comprises at least one performance metric with respect to the process and/or at least one of the process activities. A rules engine queries case data with respect to a particular process instance, and automatically determines an applicable SLA profile based on the case data. The applicable SLA profile is then applied to the particular process instance, and may be altered during performance of the process instance in response to case data changes.


A method and system comprising an analysis module to perform automated analysis of a process supported by a process system. The analysis is performed based on data quality information that indicates a quality of process data stored in datastores to facilitate performance of the process by consumption of the process data. The system may further include process model information defining a plurality of process activities, the automated analysis being based at least in part on the process model information. The data quality information may indicate the age, validity, completeness, integrity, consistency, and/or accuracy of the process data. The analysis may be to calculate a risk of failure of the process, or may be to diagnose a cause of process failure.


Patent
HCL Inc | Date: 2011-06-10

A method and system comprises a duplication identifier module to analyze data input information to automatically identify duplicate expected inputs associated with a process. The system includes logical process model information defining a logically structured series of process activities and data input information representing a plurality of expected inputs associated with respective process activities, with each expected input being indicative of expected collection of a corresponding data element during execution of the associated process activity. Each duplicate expected input comprises one of the plurality of expected inputs for which there is at least one other expected input with respect to a common corresponding data element.


Patent
HCL Inc | Date: 2012-02-02

A system and method to manage SLA compliance customer services comprises an estimation engine to perform an automated estimation of a probability of SLA violation for a trouble ticket that indicates and operation incident that is to be resolved. The automated estimation may produce a risk value that trigger an escalation module to automatically perform a pre-emptive action if the risk values are higher than a threshold value, to promote resolution of the trouble ticket prior to SLA violation. The pre-emptive action may comprise sending an alert message to one or more operators associated with the ticket. The automated estimation may be based at least in part on compliance information for past tickets.


Patent
HCL Inc | Date: 2014-08-27

A method and system comprising a duplication identifier module to analyze data input information to automatically identify duplicate expected inputs associated with a process are shown. The system includes logical process model information defining a logically structured series of process activities and data input information representing a plurality of expected inputs associated with respective process activities, with each expected input being indicative of expected collection of a corresponding data element during execution of the associated process activity. Each duplicate expected input comprises one of the plurality of expected inputs for which there is at least one other expected input with respect to a common corresponding data element.


Patent
HCL Inc | Date: 2014-01-15

Apparatus, systems, and methods may operate to receive time-based reservation requests for predefined resource environments comprising resource types that include hardware, software, and data, among others. Additional activities may include detecting a conflict between at least one of the resource types in a first one of the predefined resource environments and at least one of the resource types in a second one of the predefined resource environments, and resolving the conflict in favor of the first one of the predefined resource environments by reserving additional resource elements in a cloud computing architecture and/or reserving a less capable version of the second one of the predefined resource environments. Additional apparatus, systems, and methods are disclosed.


A system, computer-readable storage medium including instructions, and computer-implemented method for assigning an incident ticket to an assignee are disclosed. An incident ticket is received, via a data network, from a device of a customer, the incident ticket including information relating an issue experienced by the customer. A class of incident tickets to which the incident ticket belongs is determined. Performance ratings for assignees that have handled at least one incident ticket in the class of incident tickets are retrieved from a database. An assignee is selected to handle the incident ticket using the performance ratings. A notification is transmitted, via the data network, to a device of the assignee, the notification alerting the assignee that the assignee has been assigned to handle the incident ticket.


A system, computer-readable storage medium, and computer-implemented method for determining a maturity level for a business process. Responses to questions relating to a business process for a business are received. A first business process maturity level is determined using the responses to the questions. Performance statistics are obtained from a database including historical data related to the business process. A second business process maturity level is determined using the performance statistics. A weight factor is determined using the first business process maturity level and the second business process maturity level, the weight factor corresponding to a correlation between the first business process maturity level and the second business process maturity level. A weighted business process maturity level is calculated for the business process using the first business process maturity level and the weight factor. The weighted business process maturity level for the business process is stored in the database.


A system, computer-readable storage medium including instructions, and computer-implemented method for evaluating assignee performance of an incident ticket are described. Data for an incident ticket is received, via a data network, the data including a class of incident tickets to which the incident ticket belongs and at least one performance metric relating to the handling of the incident ticket by an assignee of the incident ticket. A performance score for the assignee is calculated using at least the data for the incident ticket, the performance score corresponding to a level of performance the assignee achieved in handling the incident ticket. The performance score for the assignee is stored in a database so that the performance score is associated with the class of incident tickets to which the incident ticket belongs.

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