Computer service using automated local diagnostic data collection and automated remote analysis
First Claim
Patent Images
1. A method for a vendor to service a client computer:
- triggering real-time diagnostic data collection by diagnostic-data-collection software on said client computer so as to generate diagnostic data;
transmitting said diagnostic data to a vendor computer system not including said client computer;
analyzing said diagnostic data using said vendor computer system so as to generate a recommendation; and
communicating said recommendation to said client.
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Abstract
Diagnostic data-collection software is triggered by a fault in application software running on a client computer. Data gathered by the diagnostic software is transmitted to a computer system of a service vendor. Analysis software running on the vendor system analyzes the diagnostic data and generates recommendations. The recommendations are posted on a vendor-managed website. The client is informed by email of a URL to access the recommendations. After a validation procedure, the client can access the recommendations. The recommendations can include instructions for a human to execute as well as software to be downloaded to the client computer.
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Citations
14 Claims
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1. A method for a vendor to service a client computer:
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triggering real-time diagnostic data collection by diagnostic-data-collection software on said client computer so as to generate diagnostic data;
transmitting said diagnostic data to a vendor computer system not including said client computer;
analyzing said diagnostic data using said vendor computer system so as to generate a recommendation; and
communicating said recommendation to said client. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A computer program set comprising:
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first computer-readable media residing on a vendor computer system;
a first program embodied in said first computer-readable media, said first program receiving diagnostic data from a client computer system of a client, analyzing said diagnostic data to generate a recommendation, and communicating said recommendation to said client. - View Dependent Claims (10, 11, 12, 13, 14)
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Specification