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Method and framework for service-based remote support delivery

  • US 20040039804A1
  • Filed: 08/21/2002
  • Published: 02/26/2004
  • Est. Priority Date: 08/21/2002
  • Status: Active Grant
First Claim
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1. 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 and contact information, and forwards the combined information; and

    a response center where the combined information is managed and made available to service personnel.

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