Remote monitoring and diagnostics service prioritization method and system

• US 20060149837A1
• Filed: 12/17/2004
• Published: 07/06/2006
• Est. Priority Date: 12/17/2004
• Status: Abandoned Application

• Current Assignee: General Electric Company
• Original Assignee: General Electric Company
• Inventors: Avinash, Gopal B., Weiner, Allison Leigh
• Application Number:
  US11/015,550
• Publication Number:
  US 20060149837A1
• Time in Patent Office: Days
• US Class Current: 709/224
• CPC Class Codes: G06Q 10/00 Administration; Management

Abstract

A technique is disclosed for automatically prioritizing requests for service of systems. A service request is generated upon detection of an indicator of a potentially serviceable condition in the system. Based upon the service request, a knowledge base is consulted that may contain prioritization scores for particular indicators, conditions, systems, customers and so forth. Service recommendations are then prioritized based upon the information. Similar prioritization among service requests may also be made based upon the information. The prioritizations may be adjusted or new prioritizations may be made based upon other factors, such as downtime experienced or anticipated, customer need, contract provisions, and so forth.

Claims

1. A method for operationally servicing systems comprising:

accessing system data defining operational performance parameters of a plurality of serviced systems;

accessing service data defining known serviceable conditions for the serviced systems and indicators of potential malfunction based upon the performance parameters;

accessing response data defining a plurality of responses to the serviceable conditions;

generating a prioritization scores for the responses; and

storing the prioritization scores.

2. The method of claim 1, wherein the prioritization scores indicate prioritization between a plurality of responses to different potential serviceable conditions for a single serviced system.

3. The method of claim 1, wherein the prioritization scores indicate prioritization between responses to different serviceable systems.

4. The method of claim 1, wherein the prioritization scores are generated based upon probability of a particular serviceable condition, severity of a particular serviceable condition, or cost of a potential serviceable condition.

5. The method of claim 1, wherein the prioritization scores are based upon service contract data for the serviced systems.

6. The method of claim 1, wherein the responses include remotely acquiring data from a serviced system.

7. The method of claim 1, comprising storing the system data, the service data, the response data and the prioritization scores in an integrated service knowledgebase for the serviced systems.

8. The method of claim 1, wherein the serviced systems include medical diagnostic imaging systems.

9. A method for operationally servicing systems comprising:

accessing system data defining operational performance parameters of a plurality of serviced systems;

accessing service data defining known serviceable conditions for the serviced systems and indicators of potential malfunction based upon the performance parameters;

accessing response data defining a plurality of responses to the serviceable conditions;

generating a prioritization scores for the responses; and

storing the system data, the service data, the response data and the prioritization scores in an integrated service knowledgebase for the serviced systems.

10. A method for operationally servicing systems comprising:

receiving a service request for service of a potential malfunction in a serviced system;

accessing a knowledge base including system data defining operational performance parameters of a plurality of serviced systems, service data defining known serviceable conditions for the serviced systems and indicators of potential malfunction based upon the performance parameters, response data defining a plurality of responses to the serviceable conditions and prioritization scores for the responses; and

prioritizing response to the service request based upon the prioritization scores.

11. The method of claim 10, wherein the prioritization scores indicate prioritization between a plurality of responses to different potential serviceable conditions for a single serviced system.

12. The method of claim 10, wherein the prioritization scores indicate prioritization between responses to different serviceable systems.

13. The method of claim 10, wherein the prioritization scores are generated based upon probability of a particular serviceable condition, severity of a particular serviceable condition, or cost of a potential serviceable condition.

14. A method for operationally servicing systems comprising:

receiving a plurality service requests for service of potential malfunctions in a plurality of serviced systems;

accessing a knowledge base including system data defining operational performance parameters of the plurality of serviced systems, service data defining known serviceable conditions for the serviced systems and indicators of potential malfunctions based upon the performance parameters, response data defining a plurality of responses to the serviceable conditions and prioritization scores for the responses; and

prioritizing response to the service request based upon the prioritization scores.

15. The method of claim 14, comprising adjusting the prioritization.

16. The method of claim 15, wherein the prioritization is adjusted based upon service contract data for the serviced system.

17. The method of claim 16, wherein the prioritization scores indicate prioritization between a plurality of responses to different potential serviceable conditions for a single serviced system.

18. A computer program for operationally servicing systems comprising:

at least one machine readable medium;

computer code stored on the at least one machine readable medium including code for accessing system data defining operational performance parameters of a plurality of serviced systems, accessing service data defining known serviceable conditions for the serviced systems and indicators of potential malfunction based upon the performance parameters, accessing response data defining a plurality of responses to the serviceable conditions, generating a prioritization scores for the responses, and storing the prioritization scores.

19. A computer program for operationally servicing systems comprising:

at least one machine readable medium;

computer code stored on the at least one machine readable medium including code for accessing system data defining operational performance parameters of a plurality of serviced systems accessing service data defining known serviceable conditions for the serviced systems and indicators of potential malfunction based upon the performance parameters, accessing response data defining a plurality of responses to the serviceable conditions, generating a prioritization scores for the responses, and storing the system data, the service data, the response data and the prioritization scores in an integrated service knowledgebase for the serviced systems.

20. A computer program for operationally servicing systems comprising:

at least one machine readable medium;

computer code stored on the at least one machine readable medium including code for receiving a service request for service of a potential malfunction in a serviced system, accessing a knowledge base including system data defining operational performance parameters of a plurality of serviced systems, service data defining known serviceable conditions for the serviced systems and indicators of potential malfunction based upon the performance parameters, response data defining a plurality of responses to the serviceable conditions and prioritization scores for the responses, and prioritizing response to the service request based upon the prioritization scores.

21. A computer program for operationally servicing systems comprising:

at least one machine readable medium;

computer code stored on the at least one machine readable medium including code for receiving a plurality service requests for service of potential malfunctions in a plurality of serviced systems, accessing a knowledge base including system data defining operational performance parameters of the plurality of serviced systems, service data defining known serviceable conditions for the serviced systems and indicators of potential malfunctions based upon the performance parameters, response data defining a plurality of responses to the serviceable conditions and prioritization scores for the responses, and prioritizing response to the service request based upon the prioritization scores.

22. A system for operationally servicing systems comprising:

a knowledge base including system data defining operational performance parameters of the plurality of serviced systems, service data defining known serviceable conditions for the serviced systems and indicators of potential malfunctions based upon the performance parameters, response data defining a plurality of responses to the serviceable conditions and prioritization scores for the responses.