Analytics platform for automated diagnosis, remediation, and proactive supportability

A system for providing automatic remediation to a serviced system, comprising:

• a processor;
• and
• a memory coupled with the processor, wherein the memory is configured to provide the processor with instructions which when executed cause the processor to:
• receive from an automated support agent of the serviced system selected system information associated with the serviced system;
• generate a set of one or more symptoms using the selected system information;
• provide the processor with instructions which when executed cause the processor to populate a knowledge repository using one or more knowledge sources, wherein the knowledge repository includes one or more issue packages, wherein the one or more issue packages are ready to be used based at least in part on whether the one or more issue packages are associated with one or more symptoms;
• search the knowledge repository using the set of one or more symptoms to identify a root cause of a problem associated with the serviced system;
• in the event the processor the root cause is unable to be identified:
• (1) specify additional symptoms to be returned from the automated support agent of the serviced system, wherein in response to the specified additional symptoms, the automated support agent provides a more complete set of symptoms to the knowledge repository, and
• (2) search the knowledge repository using the more complete set of symptoms to identify the root cause;
• and
• in the event the root cause is able to be identified, obtain a remediation package corresponding to the root cause, wherein the remediation package is associated with at least one of the one or more issue packages;
• and
• if permitted, cause the remediation package to be performed on the serviced system.

A computer program product for providing automatic remediation to a serviced system, the computer program product being embodied in a non-transitory computer readable storage medium and comprising computer instructions for:

• receiving from an automated support agent of the serviced system selected system information associated with the serviced system;
• generating a set of one or more symptoms using the selected system information;
• populating a knowledge repository using one or more knowledge sources, wherein the knowledge repository includes one or more issue packages, wherein the one or more issue packages are ready to be used based at least in part on whether the one or more issue packages are associated with one or more symptoms;
• searching the knowledge repository using the set of one or more symptoms to identify a root cause of a problem associated with the serviced system;
• in the event the root cause is unable to be identified:
• (1) specifying additional symptoms to be returned from the automated support agent of the serviced system, wherein in response to the specified additional symptoms, the automated support agent provides a more complete set of symptoms to the knowledge repository, and
• (2) searching the knowledge repository using the more complete set of symptoms to identify the root cause;
• and
• in the event the root cause is able to be identified, obtaining a remediation package corresponding to the root cause, wherein the remediation package is associated with at least one of the one or more issue packages;
• and
• if permitted, causing the remediation package to be performed on the serviced system.