Method and system for implementing a management operations center in a global ecosystem of interrelated services

Abstract

A data processing system receives an event related to one of a state change or a problem within the enterprise associated with at least one an operations, function, policy, process, or a component related to the enterprise. The data processing system accesses the event by type of event and aggregates the event by correlating the event to rules for processing the event, binding the event to an item based on the rules, and binding other information related to an event to the item based on the rules. The data processing system further dispatches an invitation to a contact identified in the other information and the invitation invites the contact to participate in an item based on the rules.

1 . A method performed by a server, the method comprising:
 receiving, by the server, information identifying an event;   creating, by the server, an in-memory shared space;   retrieving, by the server, one or more rules for processing the event;   storing, by the server, in the in-memory shared space, an object based on the event based on the one or more rules for processing the event, the object comprising the information identifying the event and other information related to the event;   retrieving, by the server, based on the object stored in the in-memory shared space, one or more user identifiers from a database comprising a plurality of user identifiers;   transmitting, by the server, a request to access the in-memory shared space based on the one or more user identifiers;   determining, by the server based on the one or more rules for processing the event, that the object in the in-memory shared space is associated with another object in at least one other in-memory shared space; and   storing, by the server, the information identifying the event in the another object in the at least one other in-memory shared space.   
     
     
         2 . The method of  claim 1 , further comprising:
 receiving, by the server, information identifying a subsequent event;   analyzing the information identifying the subsequent event to determine a relationship between the subsequent event and the event based on the rules for processing the event; and   storing, by the server, in the object in the in-memory shared space, information identifying the subsequent event based on the relationship between the subsequent event and the event.   
     
     
         3 . The method of  claim 2 , further comprising: rendezvousing the object in the in-memory shared space with the subsequent event. 
     
     
         4 . The method of  claim 1 , further comprising: rendezvousing the object in the in-memory shard space with the another object to form a single object when the object is associated with the another object. 
     
     
         5 . The method of  claim 1 , where the other information related to the event further comprises:
 one of a plurality of avatars,   each of the plurality of avatars being:
 associated with a user identifier in a database comprising a plurality of user identifiers, wherein the user identifier is associated with:
 communication information that indicates a method for communicating information a user identified by the user identifier, 
 a skill associated with the user identified by the user identifier, 
 one or more responsibilities associated the user identified by the user identifier, 
 experience information associated with the user identified by the user identifier, 
 a physical location associated with the user identified by the user identifier, 
 an availability of the user identified by the user identifier, 
 a workload associated with the user identified by the user identifier, or 
 a history of work success associated with the user identified by the user identifier. 
 
   
     
     
         6 . The method of  claim 5 , wherein transmitting, by the server, a request to access the in-memory shared space based on the one or more user identifiers further comprises:
 acquiring communication information from the one of the plurality of avatars; and   transmitting the request based on the communication information.   
     
     
         7 . The method of  claim 6 , where the acquired communication information includes instructions for accessing one of a pager, an email account, a cell phone, a PSTN phone, or a Personal Digital Assistant (PDA). 
     
     
         8 . The method of  claim 1 , where the information identifying the event is received on a publication/subscribe bus. 
     
     
         9 . The method of  claim 1 , where assessing the event further comprises:
 determining whether the type of the event is a primary event; and   treating the event as a subsequent event when the type of the event is not the primary event.   
     
     
         10 . The method of  claim 1 , further comprising detecting a cause of one of a state change or a problem associated with the event, wherein the cause is associated with an operation of at least one of: a telecommunications network, a subnet, or an extranet; and
 storing, in the object in the in-memory shared space, at least one of:   information indicating one or more processes for achieving a goal associated with the event, information identifying an operations-specified policy for treatment of the event, one or more data objects having data information related to the event, or a workgroup comprising a plurality of user identifiers.   
     
     
         11 . The method of  claim 5 , wherein transmitting, by the server, a request to access the in-memory shared space based on the one or more user identifiers further comprises sending a request for a user identified by one of the one or more user identifiers to participate with a work group, where the request is based on at least one of:
 a skill associated with the user identified by the one of the one or more user identifiers,   an experience associated with the user identified by the one of the one or more user identifiers,   a physical location associated with the user identified by the one of the one or more user identifiers, an availability associated with the contact,   a workload associated with the user identified by the one of the one or more user identifiers, or   a history of work success associated with the user identified by the one of the one or more user identifiers.   
     
     
         12 . The method of  claim 1 , wherein the object based on the event in the in-memory shared space is one of a plurality of objects in-memory on the server. 
     
     
         13 . The method of  claim 12 , wherein retrieving, by the server, one or more rules for processing the event, further comprises:
 associating the event to one of a plurality of work templates for control of a particular process in the one of a plurality of work items,   where the particular process is related to the one of a plurality of work templates within the server.   
     
     
         14 . The method of  claim 12 , further comprising: storing the object based on the event in the in-memory shared space by associating the event to one of a plurality of work templates for control of a process associated with the object based on the event. 
     
     
         15 . The method of  claim 14 , wherein the other information related to the event stored in the object based on the event in the in-memory shared space comprises processes for achieving a goal, operations-specified policy for treatment of events, data objects having data information related to the event, other events related to the event, or a workgroup of a plurality of virtual representative people. 
     
     
         16 . The method of  claim 12 , further comprising:
 receiving information identifying a plurality of subsequent events;   determining whether a subsequent event of the plurality of subsequent events is related to the event based on the information identifying the subsequent event of the plurality of subsequent events; and   storing, by the server, the information identifying the subsequent event of the plurality of subsequent events in the object in the in-memory shared space when the relationship exists between the subsequent event and the event.   
     
     
         17 . A non-transitory computer readable medium storing instructions, the instructions comprising one or more instructions that, when executed by the one or more processors, cause the one or more processors to:
 receive information identifying an event;   create an in-memory shared space;   retrieve one or more rules for processing the event;   store, in the in-memory shared space, an object based on the event based on the one or more rules for processing the event, the object comprising the information identifying the event and other information related to the event;   retrieve based on the object stored in the in-memory shared space, one or more user identifiers from a database comprising a plurality of user identifiers;   transmit a request to access the in-memory shared space based on the one or more user identifiers;   determine, based on the one or more rules for processing the event, that the object in the in-memory shared space is associated with another object in at least one other in-memory shared space; and   store the information identifying the event in the another object in the at least one other in-memory shared space.   
     
     
         18 . The non-transitory computer readable medium of  claim 17 , wherein the one or more instructions further comprise one or more instructions causing the one or more processors to:
 receiving information identifying a subsequent event;   analyze the information identifying the subsequent event to determine a relationship between the subsequent event and the event based on the rules for processing the event; and   store in the object in the in-memory shared space, information identifying the subsequent event based on the relationship between the subsequent event and the event.   
     
     
         19 . The non-transitory computer readable medium of  claim 18 , wherein the one or more instructions further comprise one or more instructions causing the one or more processors to rendezvous the object in the in-memory shared space with the subsequent event. 
     
     
         20 . The non-transitory computer readable medium of  claim 17 , wherein the one or more instructions further comprise one or more instructions causing the one or more pnrocessors to: rendezvous the object in the in-memory shard space with the another object to form a single object when the object is associated with the another object. 
     
     
         21 . The non-transitory computer readable medium of  claim 17 , where the other information related to the event further comprises:
 one of a plurality of avatars,   each of the plurality of avatars being:
 associated with a user identifier in a database comprising a plurality of user identifiers, wherein the user identifier is associated with:
 communication information that indicates a method for communicating information a user identified by the user identifier, 
 a skill associated with the user identified by the user identifier, 
 one or more responsibilities associated the user identified by the user identifier, 
 experience information associated with the user identified by the user identifier, 
 a physical location associated with the user identified by the user identifier, 
 an availability of the user identified by the user identifier, 
 a workload associated with the user identified by the user identifier, or 
 a history of work success associated with the user identified by the user identifier. 
 
   
     
     
         22 . The non-transitory computer readable medium of  claim 21 , wherein the one or more instructions that cause the one or more processors to transmit a request to access the in-memory shared space based on the one or more user identifiers further comprise one or more instructions that cause the one or more processors to:
 acquire communication information from the one of the plurality of avatars; and   transmit the request based on the communication information.   
     
     
         23 . The non-transitory computer readable medium of  claim 22 , where the acquired communication information includes instructions for accessing one of a pager, an email account, a cell phone, a PSTN phone, or a Personal Digital Assistant (PDA). 
     
     
         24 . The non-transitory computer readable medium of  claim 17 , where the information identifying the event is received on a publication/subscribe bus. 
     
     
         25 . The non-transitory computer readable medium of  claim 17 , wherein the one or more instructions that cause the one or more processors to assess the event further comprise one or more instructions that cause the one or more processors to:
 determine whether the type of the event is a primary event; and   treat the event as a subsequent event when the type of the event is not the primary event.   
     
     
         26 . The non-transitory computer readable medium of  claim 17 , further comprising one or more instructions that cause the one or more processors to:
 detect a cause of one of a state change or a problem associated with the event, wherein the cause is associated with an operation of at least one of: a telecommunications network, a subnet, or an extranet; and   store, in the object in the in-memory shared space, at least one of:   information indicating one or more processes for achieving a goal associated with the event, information identifying an operations-specified policy for treatment of the event, one or more data objects having data information related to the event, or a workgroup comprising a plurality of user identifiers.   
     
     
         27 . The non-transitory computer readable medium of  claim 21 , wherein the one or more instructions that cause the one or more processors to transmit a request to access the in-memory shared space based on the one or more user identifiers further comprise one or more instructions that cause the one or more processors to send a request for a user identified by one of the one or more user identifiers to participate with a work group, where the request is based on at least one of:
 a skill associated with the user identified by the one of the one or more user identifiers,   an experience associated with the user identified by the one of the one or more user identifiers,   a physical location associated with the user identified by the one of the one or more user identifiers, an availability associated with the contact,   a workload associated with the user identified by the one of the one or more user identifiers, or   a history of work success associated with the user identified by the one of the one or more user identifiers.   
     
     
         28 . The non-transitory computer readable medium of  claim 17 , wherein the object based on the event in the in-memory shared space is one of a plurality of objects in-memory on the server. 
     
     
         29 . The non-transitory computer readable medium of  claim 28 , wherein the one or more instructions that cause the one or more processors to retrieve one or more rules for processing the event, further comprise one or more instructions that cause the one or more processors to:
 associate the event to one of a plurality of work templates for control of a particular process in the one of a plurality of work items,   where the particular process is related to the one of a plurality of work templates within the server.   
     
     
         30 . The non-transitory computer readable medium of  claim 28 , further comprising one or more instructions that cause the one or more processors to store the object based on the event in the in-memory shared space by associating the event to one of a plurality of work templates for control of a process associated with the object based on the event. 
     
     
         31 . The non-transitory computer readable medium of  claim 30 , wherein the other information related to the event stored in the object based on the event in the in-memory shared space comprises processes for achieving a goal, operations-specified policy for treatment of events, data objects having data information related to the event, other events related to the event, or a workgroup of a plurality of virtual representative people. 
     
     
         32 . The non-transitory computer readable medium of  claim 28 , further comprising one or more instructions that cause the one or more processors to:
 receive information identifying a plurality of subsequent events;   determine whether a subsequent event of the plurality of subsequent events is related to the event based on the information identifying the subsequent event of the plurality of subsequent events; and   store the information identifying the subsequent event of the plurality of subsequent events in the object in the in-memory shared space when the relationship exists between the subsequent event and the event.   
     
     
         33 . A system comprising
 one or more databases;   one or more server systems comprising one or more processors, the one or more server systems configured to:   
       receive information identifying an event; 
       create an in-memory shared space; 
       retrieve one or more rules for processing the event; 
       store, in the in-memory shared space, an object based on the event based on the one or more rules for processing the event, the object comprising the information identifying the event and other information related to the event; 
       retrieve based on the object stored in the in-memory shared space, one or more user identifiers from a database comprising a plurality of user identifiers; 
       transmit a request to access the in-memory shared space based on the one or more user identifiers; 
       determine, based on the one or more rules for processing the event, that the object in the in-memory shared space is associated with another object in at least one other in-memory shared space; and 
       store the information identifying the event in the another object in the at least one other in-memory shared space. 
     
     
         34 . The system of  claim 33 , wherein the one or more servers are further configured to:
 receiving information identifying a subsequent event;   analyze the information identifying the subsequent event to determine a relationship between the subsequent event and the event based on the rules for processing the event; and   store in the object in the in-memory shared space, information identifying the subsequent event based on the relationship between the subsequent event and the event.   
     
     
         35 . The system of  claim 34 , wherein the one or more servers are further configured to rendezvous the object in the in-memory shared space with the subsequent event. 
     
     
         36 . The system of  claim 33 , wherein the one or more servers are further configured to rendezvous the object in the in-memory shard space with the another object to form a single object when the object is associated with the another object. 
     
     
         37 . The system of  33 , where the other information related to the event further comprises:
 one of a plurality of avatars,   each of the plurality of avatars being:
 associated with a user identifier in a database comprising a plurality of user identifiers, wherein the user identifier is associated with:
 communication information that indicates a method for communicating information a user identified by the user identifier, 
 a skill associated with the user identified by the user identifier, 
 one or more responsibilities associated the user identified by the user identifier, 
 experience information associated with the user identified by the user identifier, 
 a physical location associated with the user identified by the user identifier, 
 an availability of the user identified by the user identifier, 
 a workload associated with the user identified by the user identifier, or 
 a history of work success associated with the user identified by the user identifier. 
 
   
     
     
         38 . The system of  claim 37 , wherein the one or more servers configured to transmit a request to access the in-memory shared space based on the one or more user identifiers are further configured to:
 acquire communication information from the one of the plurality of avatars; and   transmit the request based on the communication information.   
     
     
         39 . The system of  claim 38 , where the acquired communication information includes instructions for accessing one of a pager, an email account, a cell phone, a PSTN phone, or a Personal Digital Assistant (PDA). 
     
     
         40 . The system of  claim 33 , where the information identifying the event is received on a publication/subscribe bus. 
     
     
         41 . The system of  claim 33 , wherein the one or more servers configured to assess the event are further configured to:
 determine whether the type of the event is a primary event; and   treat the event as a subsequent event when the type of the event is not the primary event.   
     
     
         42 . The system of  claim 33 , wherein the one or more servers are further configured to:
 detect a cause of one of a state change or a problem associated with the event, wherein the cause is associated with an operation of at least one of: a telecommunications network, a subnet, or an extranet; and   store, in the object in the in-memory shared space, at least one of:   information indicating one or more processes for achieving a goal associated with the event, information identifying an operations-specified policy for treatment of the event, one or more data objects having data information related to the event, or a workgroup comprising a plurality of user identifiers.   
     
     
         43 . The system of  claim 37 , wherein the one or more servers configured to transmit a request to access the in-memory shared space based on the one or more user identifiers are further configured to send a request for a user identified by one of the one or more user identifiers to participate with a work group, where the request is based on at least one of:
 a skill associated with the user identified by the one of the one or more user identifiers,   an experience associated with the user identified by the one of the one or more user identifiers,   a physical location associated with the user identified by the one of the one or more user identifiers, an availability associated with the contact,   a workload associated with the user identified by the one of the one or more user identifiers, or   a history of work success associated with the user identified by the one of the one or more user identifiers.   
     
     
         44 . The system of  claim 33 , wherein the object based on the event in the in-memory shared space is one of a plurality of objects in-memory on the server. 
     
     
         45 . The system of  claim 44 , wherein the one or more servers configured to retrieve one or more rules for processing the event are further configured to:
 associate the event to one of a plurality of work templates for control of a particular process in the one of a plurality of work items,   where the particular process is related to the one of a plurality of work templates within the server.   
     
     
         46 . The system of  claim 44 , wherein the one or more servers are further configured to store the object based on the event in the in-memory shared space by associating the event to one of a plurality of work templates for control of a process associated with the object based on the event. 
     
     
         47 . The system of  claim 46 , wherein the other information related to the event stored in the object based on the event in the in-memory shared space comprises processes for achieving a goal, operations-specified policy for treatment of events, data objects having data information related to the event, other events related to the event, or a workgroup of a plurality of virtual representative people. 
     
     
         48 . The system of  claim 44 , wherein the one or more servers are further configured to:
 receive information identifying a plurality of subsequent events;   determine whether a subsequent event of the plurality of subsequent events is related to the event based on the information identifying the subsequent event of the plurality of subsequent events; and   store the information identifying the subsequent event of the plurality of subsequent events in the object in the in-memory shared space when the relationship exists between the subsequent event and the event.