公开(公告)号：DE102013214159A1

公开(公告)日：2014-01-30

申请号：DE102013214159

申请日：2013-07-18

Applicant: IBM

Inventor： SGRO ANTONIO MARIO ,  DONATELLI ALESSANDRO ,  DELLA CORTE GIANLUCA

IPC: G06Q10/06

Abstract: Bereitgestellt wird eine Lösung für ein Steuern eines Support-Center, das hinsichtlich einem Satz von Produkten Support bereitstellt. Ein entsprechendes Verfahren weist unter der Steuerung durch ein Datenverarbeitungssystem die folgenden Schritte auf: Empfangen (409) von Support-Anfragen von Benutzern für jeweils mindestens eines der Produkte, Zuweisen (412) einer Dienstgütestufe zu jeder Support-Anfrage gemäß Dienstgütestufen-Informationen des betreffenden Benutzers, die in dem Datenverarbeitungssystem gespeichert sind, Aufstellen (415) einer Liste von in Frage kommenden Mitarbeitern, die für ein Bearbeiten jeder Support-Anfrage geeignet sind, aus einer Mehrzahl von Mitarbeitern des Support-Center gemäß kennzeichnenden Informationen der Mitarbeiter, die in dem Datenverarbeitungssystem gespeichert sind, wobei die in Frage kommenden Mitarbeiter gemäß einem Reputationsanzeiger derselben, der aus den betreffenden kennzeichnenden Informationen berechnet wird, der geordnet werden, Auswählen (418 bis 442) eines ausgewählten Mitarbeiters für jede Support-Anfrage aus den entsprechenden in Frage kommenden Mitarbeitern, wobei der ausgewählte Mitarbeiter geeignet ist, die Dienstgütestufe der Support-Anfrage mit der niedrigsten Reputation zu erfüllen, wie aus seinem Reputationsanzeiger hervorgeht, und Zuordnen (445) einer jeden Support-Anfrage zu dem entsprechenden ausgewählten Mitarbeiter.

公开(公告)号：DE102012222994A1

公开(公告)日：2013-06-20

申请号：DE102012222994

申请日：2012-12-12

Applicant: IBM

Inventor： CIANO GIUSEPPE ,  PICHETTI LUIGI ,  SGRO ANTONIO MARIO

IPC: G06F15/177 ,  G06F9/445 ,  G06F15/163

Abstract: Es kann ein Verfahren zum Erstellen einer Aktivierungslogikkomponente für eine Softwarelösung bereitgestellt werden. Das Verfahren kann das Analysieren von Konfigurationseinstellungen einer Softwarekomponente, die in einer ersten Systemumgebung installiert ist, das Erstellen einer abbildbasierten Installationsversion der Softwarekomponente für eine Systemumgebung, die sich von der ersten Systemumgebung unterscheidet, und das Erstellen einer Aktivierungslogikkomponente aufweisen, so dass die abbildbasierte Installationsversion der Softwarekomponente und die Aktivierungslogikkomponente mithilfe eines Aktivierungslogikgenerators erstellt werden.

公开(公告)号：GB2520226A

公开(公告)日：2015-05-20

申请号：GB201309468

申请日：2013-05-28

Applicant: IBM

Inventor： SGRO ANTONIO MARIO ,  PROIETTI STEFANO ,  FERRARA FILOMENA ,  CAPASSO ANDREA A

IPC: H04L12/58 ,  G06F17/27 ,  G06F17/28 ,  G06Q10/10

Abstract: A solution for sending messages on a data-processing system is proposed. A corresponding method comprises upon a message to be sent from a sender 110s to at least one receiver 110t1, 110t2 being submitted , parsing the message to identify an original expression OEa, OEb, OEc, therein matching an indication of one of a set of pre-defined concepts, determining, for the receiver, a preferred expression CEc of the matched concept, among the corresponding original expression and a set of candidate expressions predefined to express the matched concept, according to a rating thereof representing an expected understanding by the receiver, processing the message for the receiver by replacing the original expression according to the corresponding preferred expression for the receiver, and sending the processed message to the corresponding receiver. The arrangement may allow the same message to be sent to multiple recipients wherein the content of the message is differentiated according to the expected level of understanding of the recipients for individual expressions used in the message. This ensures that the message that a particular recipient receives is clear and understandable for that particular recipient user and avoids potential further exchange of messages to clarify an original intended meaning of an otherwise unclear expression or misunderstanding the meaning of the original message. The expressions may be identified as specialist, jargon, short or context-specific expressions for which particular recipients may require further detail or an alternative way, e.g. simplified, of expressing the same concept. A feedback mechanism is also in place to update the expected levels of understanding for the recipients as the system evolves.

公开(公告)号：GB2529721A

公开(公告)日：2016-03-02

申请号：GB201415426

申请日：2014-09-01

Applicant: IBM

Inventor： DONATELLI ALEX ,  SGRO ANTONIO MARIO ,  CORTE GIANLUCA DELLA

IPC: G06F21/00

Abstract: Temporary authorisation for access to protected operations is controlled based on user capability for a proposed activity. An escalation request may be received for a protected activity by a user not authorized to perform the protected activity. Activity indicator(s) indicative of a skill required to perform the protected activity may be compared with user skill indicator(s) to determining an indication of a capability of the user to perform the protected activity and a temporary authorization granted or denied lasting for a limited time window. Escalation requests may be assigned to activity catagories. A skill coefficient may be used to indicate experience in different skills catagories. The performance of the activity may be monitored to update the user skill level, and where requests are denied learning actions may be provided to the user.

公开(公告)号：GB2505412A

公开(公告)日：2014-03-05

申请号：GB201215214

申请日：2012-08-28

Applicant: IBM

Inventor： CORTE GIANLUCA DELLA ,  SGRO ANTONIO MARIO ,  DONATELLI ALESSANDRO

IPC: G06F9/50

Abstract: A plurality of networked computing nodes 204-216 may be arranged as a connected graph defining at least one direct neighbour to each networked computing node. At each node a first workload indicator of the node i, at a first stage before a new task 402 is started is determined. An estimated workload indicator, assuming that the new task is performed by node i is determined as are estimated workload indicators of each direct neighbour. A decision is taken whether to move 502 the new task to another computing node using a modified consensus algorithm and the new task may be moved to one of the direct neighbouring nodes. The receiving node may repeat the process with reference to its direct neighbouring nodes such that workloads are collaboratively balanced within the plurality of networked computing nodes without centralized job assignment. The workload indicator may be based on one or more of CPU usage, memory usage, response time, network traffic and disk I/O traffic.

公开(公告)号：GB2498838A

公开(公告)日：2013-07-31

申请号：GB201221746

申请日：2012-12-04

Applicant: IBM

Inventor： CIANO GIUSEPPE ,  PICHETTI LUIGI ,  SGRO ANTONIO MARIO

IPC: G06F9/445

Abstract: A computer-implemented method for building a software appliance comprises analyzing configuration settings of software installed in a first environment; generating an image-based installation version of the software for a different environment; generating an activation logic component (e.g. a series of instructions or an activation script); and creating an executable image, this image being executable in the different environment using the installation image and the activation logic component. Preferably, the software comprises a software product and an operating system. The analyzing may comprise loading a list of potential software from a library, and may compare identifiers of the software with identifiers of potential products, and may further obtain a list of configuration options for the software. Activation logic component generation may comprise determining and using variables characterizing the first environment. Also included are claims for: a data process apparatus, with an activation logic generator; a data processing program for performing the disclosed method; and a computer program product for performing the disclosed method.