Abstract: Optimizing allocation of multi-tasking servers is provided. A schedule that identifies a plurality of time periods is received. The schedule associates each server of a plurality of servers with at least one time period. Performance characteristics, including a multitasking threshold, of each server of the plurality of servers is determined. A simulation of the plurality of servers is performed to determine a service level of the simulation. A workload identifying a plurality of incidents is received. Each incident is allocated to a server. One or more performance metrics of each time period is determined. The service level of the simulation is determined based, at least in part, on the one or more performance metrics of each time period. The schedule is optimized based, at least in part, on at least one of the service level and a target service level.

Abstract: A method and system of interactive tutoring is provided. A question is sent to a user device. Upon determining that the response does not correspond to a known correct answer, a concept map is identified and a cost function between the correct answer and the response is determined. Upon determining that the cost function between the correct answer and the response is above a predetermined threshold, the question is identified to be the origin. Otherwise, the response is identified to be the origin. A present academic proficiency of the student is determined. A difficulty boundary based on the academic proficiency of the student is determined. A next question is provided between the origin and the correct answer, based on the determined difficulty boundary of the student.

Abstract: Optimizing allocation of multi-tasking servers is provided. A schedule that identifies a plurality of time periods is received. The schedule associates each server of a plurality of servers with at least one time period. Performance characteristics, including a multitasking threshold, of each server of the plurality of servers is determined. A simulation of the plurality of servers is performed to determine a service level of the simulation. A workload identifying a plurality of incidents is received. Each incident is allocated to a server. One or more performance metrics of each time period is determined. The service level of the simulation is determined based, at least in part, on the one or more performance metrics of each time period. The schedule is optimized based, at least in part, on at least one of the service level and a target service level.

Abstract: Optimizing allocation of multi-tasking servers is provided. A schedule that identifies a plurality of time periods is received. The schedule associates each server of a plurality of servers with at least one time period. Performance characteristics, including a multitasking threshold, of each server of the plurality of servers is determined. A simulation of the plurality of servers is performed to determine a service level of the simulation. A workload identifying a plurality of incidents is received. Each incident is allocated to a server. One or more performance metrics of each time period is determined. The service level of the simulation is determined based, at least in part, on the one or more performance metrics of each time period. The schedule is optimized based, at least in part, on at least one of the service level and a target service level.

Abstract: A method and system of interactive tutoring is provided. A question is sent to a user device. Upon determining that the response does not correspond to a known correct answer, a concept map is identified and a cost function between the correct answer and the response is determined. Upon determining that the cost function between the correct answer and the response is above a predetermined threshold, the question is identified to be the origin. Otherwise, the response is identified to be the origin. A present academic proficiency of the student is determined. A difficulty boundary based on the academic proficiency of the student is determined. A next question is provided between the origin and the correct answer, based on the determined difficulty boundary of the student.

Abstract: A method is disclosed including receiving, by a user interface, an activation of at least one activatable element indicating a selected concept, and in response to receiving the activation indicating the selected concept, identifying at least one prerequisite concept to the selected concept, determining a readiness score of a group of students for learning the at least one identified prerequisite concept, determining a readiness score of the group of students for learning the selected concept based at least in part on the determined readiness score for learning the at least one identified prerequisite concept, determining a total teaching cost for teaching the group of students the selected concept, generating a learning system for teaching the selected concept based at least in part on the determined total teaching cost, and presenting the recommended learning system to the user via the user interface.

Abstract: Methods, systems, and computer program products for automated knowledge graph creation are provided herein.

Abstract: Optimizing allocation of multi-tasking servers is provided. A schedule that identifies a plurality of time periods is received. The schedule associates each server of a plurality of servers with at least one time period. Performance characteristics, including a multitasking threshold, of each server of the plurality of servers is determined. A simulation of the plurality of servers is performed to determine a service level of the simulation. A workload identifying a plurality of incidents is received. Each incident is allocated to a server. One or more performance metrics of each time period is determined. The service level of the simulation is determined based, at least in part, on the one or more performance metrics of each time period. The schedule is optimized based, at least in part, on at least one of the service level and a target service level.

Abstract: A method and system for ranking agents is provided. The method includes retrieving historical assignment data describing past associations with agents and associated tickets. Groups of tickets are identified and historical attributes are extracted. Skills are associated with the agents and new attributes are associated with a new group of tickets. An absolute score for each agent with respect to a new group of tickets is generated and in response, an ordered list of the new group of tickets is generated.

Abstract: Methods, systems, and articles of manufacture for evaluation of service delivery models are provided herein. A method includes evaluating a set of multiple service delivery models against one or more metrics; selecting one service delivery model from the set of multiple service delivery models based on said evaluating; activating said selected service delivery model within a system; and re-evaluating said selected service delivery model based on data collected subsequent to said activating.

Abstract: Communication logs may be analyzed to detect interactions between members, and a social network of members built based on the analysis. A plurality of communities of members is determined in the social network, and social positions of at least some of the members in each of the community are detected. The communities and their member social positions are utilized in dynamically forming a team of members to handle a task assignment.

Abstract: Communication logs may be analyzed to detect interactions between members, and a social network of members built based on the analysis. A plurality of communities of members is determined in the social network, and social positions of at least some of the members in each of the community are detected. The communities and their member social positions are utilized in dynamically forming a team of members to handle a task assignment.

Abstract: A real-time monitoring sub-system may monitor resources, work requests, and work progress in an on-going manner in information technology global service delivery provisioning. An integrated management and planning subsystem may simultaneously operate on a plurality of timescales to optimize a service delivery objective under a constraint of schedule risk. The integrated management and planning subsystem may continuously update a work plan based on solving in the on-going manner, the optimized service delivery objective using the monitored resources, work requests and work progress.

Abstract: A real-time monitoring sub-system may monitor resources, work requests, and work progress in an on-going manner in information technology global service delivery provisioning. An integrated management and planning subsystem may simultaneously operate on a plurality of timescales to optimize a service delivery objective under a constraint of schedule risk. The integrated management and planning subsystem may continuously update a work plan based on solving in the on-going manner, the optimized service delivery objective using the monitored resources, work requests and work progress.

Abstract: Improving global service delivery by augmenting with social network analysis, may comprise identifying social network metrics and key performance indicator metrics; collecting data associated with the social network metrics and the key performance indicator metrics, from on-going work performed in the global service delivery and a social network of practitioners; transforming the data into measurable metric data; determining whether a deviation exists in the measurable metric data; and generating an actionable recommendation in response to determining that the deviation exists.

Abstract: Improving global service delivery by augmenting with social network analysis, may comprise identifying social network metrics and key performance indicator metrics; collecting data associated with the social network metrics and the key performance indicator metrics, from on-going work performed in the global service delivery and a social network of practitioners; transforming the data into measurable metric data; determining whether a deviation exists in the measurable metric data; and generating an actionable recommendation in response to determining that the deviation exists.

Abstract: A method and system of managing a relationship between a provider and a client. A project model, organization model and stakeholder model are generated. Based on the project, organization and stakeholder models, factors that influence the relationship between the provider and the client are defined. The factors are evaluated by receiving results of data mining artifact(s) of the project, surveying the provider and/or client with a role-based survey, and capturing experiences provided by the provider and/or client. A status of the relationship is proactively monitored based on the evaluated factors. Based on historical information about the relationship and based on the evaluated factors, the status of the relationship between the provider and the client is assessed.

Abstract: Techniques for performing service exposure for reuse of one or more services are provided. The techniques include analyzing applicability of service criteria for a candidate service, identifying one or more services that are contextually-related to the candidate service, and using the service criteria applicable to the candidate service to expose the one or more services contextually-related to the candidate service.