System management using real time collaboration
First Claim
1. A method of responding to a problem condition, comprising:
- detecting a first available candidate to respond to a problem condition; and
assigning responsibility for the problem condition to the first available candidate.
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Accused Products
Abstract
The present invention provides a method of improving the response time to IT problems and ensuring that some will respond to a problem. In one embodiment, a management system uses a monitoring system to detect problem conditions with a managed device. When such an event occurs, the managed device sends a message containing a description of the alert to an intelligent agent. In response, the intelligent agent selects an administrator who is both qualified and available to respond to the alert, and then sends an instant message containing the description of the alert to the selected administrator. The administrator may accept responsibility for the alert by sending an instant message acknowledgement back to the intelligent agent. If the intelligent agent does not receive an acknowledgement, it automatically finds another administrator to respond to the alert.
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Citations
24 Claims
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1. A method of responding to a problem condition, comprising:
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detecting a first available candidate to respond to a problem condition; and
assigning responsibility for the problem condition to the first available candidate. - View Dependent Claims (2, 3)
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4. A method of managing an information technology device, comprising:
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receiving an alert from a managed information technology device;
selecting a candidate qualified to respond to the event; and
determining if the candidate is available to respond to the event. - View Dependent Claims (5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A method for assigning responsibility for responding to a fault condition in an information technology device, comprising:
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(a) receiving an alert from a monitored information technology device, the alert describing an event in the monitored information technology device;
(b) detecting an available administrator qualified to respond to the event;
(c) sending a first instant message to the available administrator, the instant message referencing the alert and requesting an acknowledgement;
(d) receiving a second instant message from the available administrator, the second instant message containing the acknowledgement from the administrator; and
(e) assigning responsibility for the event to the available administrator.
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18. A management system, comprising:
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a client device, associated with an available administrator, that communicates a condition in a managed device to the available administrator;
an event processing server that selects the available administrator from a plurality of administrators and communicates the condition to the client device; and
an agent, associated with the managed device, that detects the condition and communicates the condition to the event processing server.
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19. The management system of claim 19, wherein the client comprises a pervasive device.
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20. The management system of claim 20, wherein the pervasive device comprises a GPS receiver.
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21. A computer program product, comprising:
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(a) a program which, when executed by a processor, performs a method of responding to a problem condition, the method comprising;
detecting a first available candidate to respond to a problem condition; and
assigning responsibility for the problem condition to the first available candidate. (b) a signal bearing media bearing the program.
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- 22. The computer program product of claim 22, wherein the signal bearing media comprises a transmission medium.
Specification