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System and Method to Manage Problems with Network-Based Services

  • US 20110072312A1
  • Filed: 09/24/2009
  • Published: 03/24/2011
  • Est. Priority Date: 09/24/2009
  • Status: Active Grant
First Claim
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1. A method of managing problems with network-based services, the method comprising:

  • receiving a problem report from a customer via an access interface of a plurality of access interfaces at a first horizontal layer of a problem management system, wherein the problem report indicates that the customer is having a problem with one of the network-based services;

    receiving a request for self-service problem resolution via the access interface;

    identifying a workflow, a problem resolution rule, or any combination thereof, related to the problem and obtaining the workflow, the problem resolution rule, or any combination thereof, from a second layer of the problem management system;

    providing a diagnostic tool, troubleshooting information, or any combination thereof, from the second layer to the customer via the access interface, according to the workflow, problem resolution rule, or combination thereof; and

    providing the diagnostic tool, troubleshooting information, a trouble report associated with the customer, a problem history associated with the customer, or any combination thereof, to an agent via another access interface after the customer contacts the agent.

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