US 8,412,808 B2 · Method and framework for service-based remote support delivery

Abstract

In a service-based remote support delivery system, service engineers supported by an analysis server receive incident reports from both personal computers and from unmanned servers within an enterprise. The incidents arise both from user-created reports of problems, from event annunciators that monitor hardware and software to report events as they occur, and from the periodic gathering of configuration data. These incident reports are combined with host information and contact information and are transmitted to the analysis server as the central site for processing. All incidents in large enterprises are first collected and stored on an SPOP node. Both proactive and reactive system monitoring is thus combined into a uniform system.

Claims32

Dependent claims

A framework for managing incident information in an enterprise environment comprising:

one or more nodes;
one or more event annunciators and event handlers on each node arranged to detect events occurring on monitored hardware or software associated with each node;
an incident generator on at least one or more nodes having an interface that can accept event information from the handlers and that generates incident information;
an incident escalator on at least one or more nodes that accepts the incident information from said generators, combines it with host information defining configuration information and contact information defining who should be contacted, and forwards the combined information;
and
a response center where the combined information is managed and made available to service personnel.

3 more elements

Dependencies are inferred from the claim text.

Method and framework for service-based remote support delivery

Life of this patent

Method and framework for service-based remote support delivery

Life of this patent

Abstract

Claims32