Support action based self learning and analytics for datacenter device hardware/firmare fault management
First Claim
1. A system, comprising:
- a support engineer'"'"'s computing device;
a centralized event and action code repository (CEACR); and
a managed device coupled to the support engineer'"'"'s computing device and the CEACR, wherein the managed device, comprising;
a self learning manager;
an event and action code repository snap shot (EACRS);
an error analysis engine; and
a hardware/firmware layer coupled to the error analysis engine, wherein the self learning manager and the error analysis engine are to;
generate a service event for a support engineer, the service event including a unique service event ID and an associated set of prioritized cause and support engineer actions/recommendations, each of the prioritized cause and support engineer actions/recommendations associated with a unique support engineer action code, wherein the service event is generated upon detecting a hardware/firmware failure event via the hardware/firmware layer;
receive support engineer actions taken by the support engineer upon completing the service event;
compare the support engineer actions taken by the support engineer with the set of prioritized cause and support engineer actions/recommendations;
determine any potential errors resulting from the support engineer actions and notifying the support engineer based on the outcome of the comparison; and
dynamically recommend any needed updates to the set of prioritized cause and support engineer actions/recommendations based on the outcome of the comparison.
2 Assignments
0 Petitions
Accused Products
Abstract
Techniques for support activity based self learning and analytics for datacenter device hardware/firmware fault management are described. In one example, a service event including a unique service event ID, a set of prioritized cause and support engineer actions/recommendations and associated unique support engineer action codes are generated for the support engineer upon detecting a hardware/firmware failure event. Support engineer actions taken by the support engineer upon completing the service event are then received. The support engineer actions are then analyzed using the set of prioritized cause and support engineer actions/recommendations and FRU configuration information before and after servicing the hardware/firmware failure. Any potential errors resulting from the support engineer actions are then determined and notified at real-time to the support engineer based on the outcome of the analysis. Any needed updates to the set of prioritized cause and support engineer actions/recommendations are then recommended.
12 Citations
15 Claims
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1. A system, comprising:
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a support engineer'"'"'s computing device; a centralized event and action code repository (CEACR); and a managed device coupled to the support engineer'"'"'s computing device and the CEACR, wherein the managed device, comprising; a self learning manager; an event and action code repository snap shot (EACRS); an error analysis engine; and a hardware/firmware layer coupled to the error analysis engine, wherein the self learning manager and the error analysis engine are to; generate a service event for a support engineer, the service event including a unique service event ID and an associated set of prioritized cause and support engineer actions/recommendations, each of the prioritized cause and support engineer actions/recommendations associated with a unique support engineer action code, wherein the service event is generated upon detecting a hardware/firmware failure event via the hardware/firmware layer; receive support engineer actions taken by the support engineer upon completing the service event; compare the support engineer actions taken by the support engineer with the set of prioritized cause and support engineer actions/recommendations; determine any potential errors resulting from the support engineer actions and notifying the support engineer based on the outcome of the comparison; and dynamically recommend any needed updates to the set of prioritized cause and support engineer actions/recommendations based on the outcome of the comparison. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A non-transitory computer readable storage medium comprising a set of instructions executable by at least one processor resource to:
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generate a service event for a support engineer, the service event including a unique service event ID and an associated set of prioritized cause and support engineer actions/recommendations, each of the prioritized cause and support engineer actions/recommendations associated with a unique support engineer action code, wherein the service event is generated upon detecting a hardware/firmware failure event via a hardware/firmware layer of a managed device; receive support engineer actions taken by the support engineer upon completing the service event; compare the support engineer actions taken by the support engineer with the set of prioritized cause and support engineer actions/recommendations; determine any potential errors resulting from the support engineer actions taken by the support engineer and notifying the support engineer based on the outcome of the comparison; and dynamically recommend any needed updates to the set of prioritized cause and support engineer actions/recommendations based on the outcome of the comparison. - View Dependent Claims (9, 10)
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11. A method for support activity based self learning and analytics for datacenter device hardware/firmware fault management, comprising:
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generating a service event for a support engineer, the service event including a unique service event ID and an associated set of prioritized cause and support engineer actions/recommendations, each of the prioritized cause and support engineer actions/recommendations associated with a unique support engineer action code, wherein the service event is generated using a mapping table including each of the prioritized cause and support engineer actions/recommendations and associated unique support engineer action codes, wherein the service event is generated by an error analysis engine upon detecting a hardware/firmware failure event via a hardware/firmware layer associated with a managed device in the datacenter; receiving support engineer actions taken by the support engineer upon completing the service event via a support engineer'"'"'s user interface (UI) by a self learning manager; comparing the support engineer actions taken by the support engineer with the set of prioritized cause and support engineer actions/recommendations and field replaceable unit (FRU) configuration information before and after servicing the hardware/firmware failure by the self learning manager; determining any potential errors resulting from the support engineer actions taken by the support engineer and notifying the support engineer based on the outcome of the comparison by the self learning manager; and dynamically recommending any needed updates to the set of prioritized cause and support engineer actions/recommendations based on the outcome of the comparison by the self learning manager. - View Dependent Claims (12, 13, 14, 15)
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Specification