Support automation
First Claim
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1. A framework for an automated computer support system, comprising:
- a coordination engine;
services comprising a data retrieval service for receiving a diagnostic data set from a client computer, and an analysis service for analyzing said diagnostic data set and generating a recommendation using the results of said analyzing; and
functional modules executable by said services;
wherein said modules include a plurality of analysis modules for analyzing said diagnostic data set; and
wherein said coordination engine is arranged to receive data from said functional modules, select modules on the basis of said diagnostic data set, and pass data to said selected modules.
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Abstract
An embodiment of a framework for servicing a client computer has a coordination engine and a data retrieval service for receiving a diagnostic data set from a client computer, an analysis service for analyzing said diagnostic data set and for generating a recommendation using the results of said analyzing. Functional modules may be executable by the services. The modules include a plurality of analysis modules for analyzing the diagnostic data set. The coordination engine is arranged to receive data from the functional modules, select modules on the basis of the diagnostic data set, and pass the data to the selected modules.
21 Citations
31 Claims
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1. A framework for an automated computer support system, comprising:
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a coordination engine;
services comprising a data retrieval service for receiving a diagnostic data set from a client computer, and an analysis service for analyzing said diagnostic data set and generating a recommendation using the results of said analyzing; and
functional modules executable by said services;
wherein said modules include a plurality of analysis modules for analyzing said diagnostic data set; and
wherein said coordination engine is arranged to receive data from said functional modules, select modules on the basis of said diagnostic data set, and pass data to said selected modules. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A framework for a client for an automated computer support system, comprising:
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a coordination engine;
services comprising a data collection service having a data collection module for collecting data to form a diagnostic data set in response to a trigger, and a transport service having a transport module for passing said data set to a data retrieval service of a server system; and
functional modules executable by said services;
wherein said coordination engine is arranged to receive data from said functional modules, to select modules on the basis of said diagnostic data set, and to pass data to said selected modules. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20)
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21. A method of servicing a client computer comprising:
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receiving a diagnostic data set from said client computer by an agent of a data retrieval service;
selecting at least one analysis agent from a plurality of analysis modules of an analysis service on the basis of said diagnostic data set;
analyzing said diagnostic data set by said at least one selected analysis agent;
generating a recommendation using the results of said analyzing by an agent of said analysis service; and
passing data between said services by a coordination engine. - View Dependent Claims (22, 23, 24, 25, 26)
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27. A method of servicing a client computer comprising:
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registering with a services coordination engine of said client computer services comprising a fault detection service, a data collection service, and a transport service;
registering with said services functional agents for said services;
producing at said client computer a trigger by a said agent of said fault detection service;
generating at said client computer a diagnostic data set by a said agent of said data collection service in response to said trigger;
forwarding said diagnostic data set to a server by a said agent of said transport service; and
passing data between said services by said services coordination engine.
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28. A framework for an automated computer support system, comprising:
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coordinating means;
serving means comprising data retrieving means for receiving a diagnostic data set from a client computer, and analyzing means for analyzing said diagnostic data set and generating a recommendation using the results of said analyzing; and
functional means executable by said serving means;
wherein said functional means include a plurality of modular analyzing means for analyzing said diagnostic data set; and
wherein said coordinating means is arranged to receive data from said functional means, select functional means on the basis of said diagnostic data set, and pass data to said selected functional means. - View Dependent Claims (29, 30)
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31. A computer-readable medium comprising computer readable code comprising a services coordination engine, a fault detection service, a data collection service, and a transport service, and instructions for:
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registering with said services coordination engine services comprising said fault detection service, said data collection service, and said transport service;
registering with said services functional agents for said services;
producing a trigger by a said agent of said fault detection service;
generating a diagnostic data set by a said agent of said data collection service in response to said trigger;
forwarding said diagnostic data set to a server by a said agent of said transport service; and
passing data between said services by said services coordination engine.
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Specification