Assessing user performance in a community of users of data storage resources

• US 10,043,147 B2
• Filed: 09/30/2016
• Issued: 08/07/2018
• Est. Priority Date: 05/29/2013
• Status: Expired due to Fees

• Current Assignee: CommVault Systems Incorporated
• Original Assignee: CommVault Systems Incorporated
• Inventors: Brower, Jr., Robert Keith, Messore, Peter John
• Primary Examiner(s): LE, DEBBIE M
• Application Number:
  US15/282,745
• Publication Number:
  US 20170116556A1
• Time in Patent Office: 676 Days
• Field of Search: None
• CPC Class Codes: G06F 16/22 Indexing; Data structures therefor; Storage structures
• CPC Class Codes: G06F 16/95 Retrieval from the web
• CPC Class Codes: G06F 3/067 Distributed or networked storage systems, e.g. storage area networks [SAN], network attached storage [NAS]
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

According to certain aspects, a method of assessing users of a data storage system can include receiving configuration information relating to a deployed configuration of a first data storage cell and including number of installed data storage hardware and/or software components, the first data storage cell comprising a plurality of client computing devices and being configured to create and store one or more secondary copies of primary data generated by the plurality of client computing devices. The method may also include receiving information relating to an incident opened by a user of the first data storage cell. The method may further include updating a performance metric associated with the user to a new value to reflect a negative impact on the performance metric resulting from the opening of the incident by the user, wherein the degree of the negative impact is based at least in part on the configuration information.

Claims

1. A method of assessing users of a data storage system, the method comprising:

determining, with a first computing device of a data storage system provider, first configuration information indicative of a hardware configuration, a software configuration, and/or corresponding complexity of a first data storage cell, the first data storage cell comprising one or more client computing devices and configured to create and store one or more secondary copies of primary data generated by the one or more client computing devices in the first data storage cell;

determining, with the first computing device, first incident information relating to a first incident in which resources of the data storage system provider were expended on behalf of a first user of the first data storage cell;

updating, with the first computing device, a performance metric associated with the first user to a first value based on the first incident, wherein the first value is based at least in part one or both of the first configuration information and the first incident information;

determining, with the first computing device, second configuration information indicative of a hardware configuration, a software configuration, and/or corresponding complexity of a second data storage cell, the second data storage cell comprising one or more client computing devices and configured to create and store one or more secondary copies of primary data generated by the one or more client computing devices in the second data storage cell;

determining, with the first computing device, second incident information relating to a second incident in which resources of the data storage system provider were expended on behalf of a second user of the second data storage cell; and

updating, with the first computing device, a performance metric associated with the second user to a second value based on the second incident, wherein the second value is based at least in part on one or both of the second configuration information and the second incident information.

2. The method of claim 1, wherein the performance metric comprises one or more of a role, a score, or a ranking.

3. The method of claim 1, further comprising providing a graphical user interface including a graphical depiction of the updated performance metric.

4. The method of claim 1, wherein each of the first configuration information and the second configuration information comprises one or more of (i) a number of hardware components in the first data storage cell, (ii) a number of software components in the first data storage cell, (iii) an entity type associated with the first data storage cell, or (iv) a number of client computing devices in the first data storage cell.

5. The method of claim 1, wherein the first value is based at least in part on a type of the first incident in which the resources of the data storage system provider were expended on behalf of the first user of the first data storage cell, and the second value is based at least in part on a type of the second incident in which the resources of the data storage system provider were expended on behalf of the second user of the second data storage cell.

6. The method of claim 1, further comprising:

normalizing a number of incidents associated with the first user based on the first configuration information; and

updating the performance metric associated with the first user based on the normalization.

7. The method of claim 1, further comprising:

determining that the first user has completed a training-related task;

updating the performance metric associated with the first user based on the determination.

8. The method of claim 1, further comprising:

determining that the first user has participated in a user community for users of a plurality of data storage cells including the first data storage cell; and

updating the performance metric associated with the first user based on the determination.

9. The method of claim 1, further comprising:

outputting, based on a user profile associated with the first user, a recommended task to be performed by the first user, the recommended task related to use of data storage software installed in the first data storage cell; and

outputting, based on a user profile associated with the second user, a recommended task to be performed by the second user, the recommended task related to use of data storage software installed in the second data storage cell.

10. The method of claim 1, wherein the resources expended on behalf of each of the first user of the first data storage cell and the second user of the second data storage cell comprise one or more of product support resources, incident management resources, on-line user forum resources, knowledge base resources, or product education resources.

11. A system, comprising:

a first computing device of a data storage system provider, the first computing device comprising computer hardware and configured to;

determine first configuration information indicative of a hardware configuration, a software configuration, and/or corresponding complexity of a first data storage cell, the first data storage cell comprising one or more client computing devices and configured to create and store one or more secondary copies of primary data generated by the one or more client computing devices in the first data storage cell;

determine first incident information relating to a first incident in which resources of the data storage system provider were expended on behalf of a first user of the first data storage cell;

update a performance metric associated with the first user a first value based on the first incident, wherein the first value is based at least in part on one or both of the first configuration information and the first incident information;

determine second configuration information indicative of a hardware configuration, a software configuration, and/or corresponding complexity of a second data storage cell, the second data storage cell comprising one or more client computing devices and configured to create and store one or more secondary copies of primary data generated by the one or more client computing devices in the second data storage cell;

determine second incident information relating to a second incident in which resources of the data storage system provider were expended on behalf of a second user of the second data storage cell; and

update a performance metric associated with the second user to a second value based on the second incident, wherein the second value is based at least in part on one or both of the second configuration information and the second incident information,

wherein the first computing device is in networked communication with the first data storage cell and the second data storage cell.

12. The system of claim 11, wherein the performance metric comprises one or more of a role, a score, or a ranking.

13. The system of claim 11, wherein the first computing device is further configured to provide a graphical user interface including a graphical depiction of the updated performance metric.

14. The system of claim 11, wherein each of the first configuration information and the second configuration information comprises one or more of (i) a number of hardware components in the first data storage cell, (ii) a number of software components in the first data storage cell, (iii) an entity type associated with the first data storage cell, or (iv) a number of client computing devices in the first data storage cell.

15. The system of claim 11, wherein the first value is based at least in part on a type of the first incident in which the resources of the data storage system provider were expended on behalf of the first user of the first data storage cell, and the second value is based at least in part on a type of the second incident in which the resources of the data storage system provider were expended on behalf of the second user of the second data storage cell.

16. The system of claim 11, wherein the first computing device is further configured to:

normalize a number of incidents associated with the first user based on the first configuration information; and

update the performance metric associated with the first user based on the normalization.

17. The system of claim 11, wherein the first computing device is further configured to:

determine that the first user has completed a training-related task; and

update the performance metric associated with the first user based on the determination.

18. The system of claim 11, wherein the first computing device is further configured to:

determine that the first user has participated in a user community for users of a plurality of data storage cells including the first data storage cell; and

update the performance metric associated with the first user based on the determination.

19. The system of claim 11, wherein the first computing device is further configured to:

output, based on a user profile associated with the first user, a recommended task to be performed by the first user, the recommended task related to use of data storage software installed in the first data storage cell; and

output, based on a user profile associated with the second user, a recommended task to be performed by the second user, the recommended task related to use of data storage software installed in the second data storage cell.

20. The system of claim 11, wherein the resources expended on behalf of each of the first user of the first data storage cell and the second user of the second data storage cell comprise one or more of product support resources, incident management resources, on-line user forum resources, knowledge base resources, or product education resources.