Methods and arrangements for prioritizing service restoration activities in the event of a catastrophic failure

摘要

Methods and arrangements for prioritizing customer service restoration, in the event of service failure or compromise such that any adverse effect of the service disruption on the customer is minimized, the perceived drop in quality of service, if any, is minimized and timely and efficient resource reallocation for service restoration is achieved. Input data relating to customer service protocols is assimilated. A service restoration order is implemented responsive to a service disruption and based on the assimilated input data. This implementing includes determining bufferable and non-bufferable services, postponing restoration of the bufferable services, and determining an order of priority of the non-bufferable services.

主权项

1. A method comprising:
assimilating, in a customer service context, input data relating to customer service protocols; and implementing, in a customer service context, a service restoration order responsive to a service disruption and based on the assimilated input data; said implementing comprising: estimating available system capacity upon service disruption; determining, among services to be restored, services which are bufferable and services which are non-bufferable, the bufferable services comprising services for which restoration is to be postponed in favor of restoring the non-bufferable services; postponing restoration of the bufferable services; and determining an order of priority of the non-bufferable services; wherein said determining of an order of priority comprises determining a criticality of each of the non-bufferable services and assessing a capacity requirement of each of the non-bufferable services; said determining of an order of priority further comprising assigning weights to the criticalities; and restoring the non-bufferable services based on the determined order of priority.