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Support action based self learning and analytics for datacenter device hardware/firmare fault management

  • US 10,157,100 B2
  • Filed: 04/30/2014
  • Issued: 12/18/2018
  • Est. Priority Date: 04/30/2014
  • Status: Active Grant
First Claim
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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.

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