US 2006/0241957 A1 · Proactive support process using case activity rate

Abstract

A system and method are presented for analyzing service case data in order to optimize the amount of physical material and human resources needed to maintain operation of complex systems, such as information handling systems. A first set of data related to the one or more customer's experience with one or more models of information handling systems are recorded. In addition, a second set of data related to one or more models of information handling systems (regardless of customer) are also recorded. A CAR index is used to normalize the volume of service call cases that have been addressed based upon the population of systems that could responsible for any particular case. Use of the CAR index allows for a more informative comparison of support cases volume across time, customer, product lines and specific systems than previous figures of merit.

Claims19

Dependent claims

An information handling system capable of executing one or more instructions, the instructions comprising:

gathering actual data about an index type;
providing predicted data about the index type;
comparing the actual data with the predicted data;
if the difference between the actual data and the predicted data exceeds a threshold, then determining the root cause of the difference and develop a support plan to address the root cause.

1 more element

Dependencies are inferred from the claim text.

Proactive support process using case activity rate

Life of this patent

Proactive support process using case activity rate

Life of this patent

Abstract

Claims19