Method of capturing Problem Resolution for Subsequent Use in Managed Distributed Computer Systems
First Claim
1. A method for problem resolution in a distributed systems managed information technology (IT) system having a specific configuration, wherein said method comprises:
- identifying a system problem that has a characteristic signature;
carrying out a corrective procedure comprising a succession of steps to fix said problem;
making a record of said succession of steps as they are respectively performed;
storing said succession of steps together with said characteristic signature of said problem; and
using said signature to identify a solution to a subsequent problem, whereupon said corrective procedure is used to fix said subsequent problem.
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Accused Products
Abstract
A method and apparatus is provided for use in resolving problems in an event managed IT or computer system that has very unique characteristics. When the system operator is alerted to a problem, the workflow of the operator is captured, as the operator carries out a succession of corrective actions to fix the problem. The captured workflow is then stored with a signature identifying the problem, for use if a similar problem occurs later. One embodiment of the invention discloses a method that comprises identifying a system problem having a characteristic signature, and performing a succession of steps to fix the problem. A record is made of the succession of steps as they are respectively performed, and the succession of steps is stored together with the problem signature. The signature can identify a similar problem in the future, which can then be fixed using the succession of steps.
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Citations
20 Claims
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1. A method for problem resolution in a distributed systems managed information technology (IT) system having a specific configuration, wherein said method comprises:
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identifying a system problem that has a characteristic signature; carrying out a corrective procedure comprising a succession of steps to fix said problem; making a record of said succession of steps as they are respectively performed; storing said succession of steps together with said characteristic signature of said problem; and using said signature to identify a solution to a subsequent problem, whereupon said corrective procedure is used to fix said subsequent problem. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A computer program product in a computer readable medium for problem resolution in a distributed systems managed information technology (IT) system having a specific configuration, said computer program product comprising:
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first instructions for identifying a system problem that has a characteristic signature; second instructions for carrying out a corrective procedure comprising a succession of steps to fix said problem; third instructions for making a record of said succession of steps as they are respectively performed; fourth instructions for storing said succession of steps together with said characteristic signature of said problem; and fifth instructions for using said signature to identify a solution to a subsequent problem, whereupon said corrective procedure is used to fix said subsequent problem. - View Dependent Claims (11, 12, 13, 14, 15)
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16. Apparatus for problem resolution in a distributed systems managed information technology (IT) system having a specific configuration, said apparatus comprising:
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a first processor component adapted to recognize a characteristic problem signature that identifies a particular problem; one or more input devices for use in carrying out a corrective procedure comprising a succession of steps to fix said problem; a repository for storing a record made of said steps as they are respectively performed, together with said characteristic signature of said problem; and a second processor component adapted to use said signature to identify a solution to a subsequent problem, and to thereupon use said corrective procedure to fix said subsequent problem. - View Dependent Claims (17, 18, 19, 20)
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Specification