METHOD AND APPARATUS FOR SUPPORTING A COMPUTER-BASED PRODUCT
First Claim
Patent Images
1. A method comprising:
- determining a mixture of product-based, automation-based and human-based components of service support to resolve future incidents occurring in a computer-based product; and
based at least in part on the determined mixture, selectively incorporating features into the product.
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Abstract
A technique includes determining a mixture of product-based, automation-based and human-based components of service support to resolve incidents that occur in a computer-based product. Based at least in part on the determined mixture, features are selectively incorporated into the product.
26 Citations
15 Claims
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1. A method comprising:
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determining a mixture of product-based, automation-based and human-based components of service support to resolve future incidents occurring in a computer-based product; and based at least in part on the determined mixture, selectively incorporating features into the product. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. An article comprising a computer readable storage medium to store instructions that when executed by the computer cause the computer to:
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determine how much support will be provided in the future for a computer-based product by the product, an automated support system of a support organization and human operators of the support organization; and based at least in part on the determined support, determine support features to be included in the product. - View Dependent Claims (9, 10, 11)
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12. A product system comprising:
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redundant components; at least one incident reporting engine to selectively communicate with human-based support of a support organization and an automation-based support engine of the support entity; and a processor to selectively fail over to the redundant components and use the incident report or to communicate with the support entity in the event of an incident occurring in the system, wherein a configuration of the redundant components is selected based on a determined mixture of services to be provided by the product system, the human-based support and the automation-based support engine. - View Dependent Claims (13, 14, 15)
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Specification