Assessing user performance in a community of users of data storage resources

• US 9,483,558 B2
• Filed: 05/28/2014
• Issued: 11/01/2016
• Est. Priority Date: 05/29/2013
• Status: Active Grant

• Current Assignee: CommVault Systems Incorporated
• Original Assignee: CommVault Systems Incorporated
• Inventors: Brower, Robert Keith Jr., Messore, Peter John
• Primary Examiner(s): Le, Debbie
• Application Number:
  US14/289,402
• Publication Number:
  US 20140358944A1
• Time in Patent Office: 888 Days
• Field of Search: 707/748
• US Class Current: 1/1
• CPC Class Codes: G06F 16/22 Indexing; Data structures therefor; Storage structures
• CPC Class Codes: G06F 16/95 Retrieval from the web
• CPC Class Codes: G06F 3/067 Distributed or networked storage systems, e.g. storage area networks [SAN], network attached storage [NAS]
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

According to certain aspects, a method of assessing users of a data storage system can include receiving configuration information relating to a deployed configuration of a first data storage cell and including number of installed data storage hardware and/or software components, the first data storage cell comprising a plurality of client computing devices and being configured to create and store one or more secondary copies of primary data generated by the plurality of client computing devices. The method may also include receiving information relating to an incident opened by a user of the first data storage cell. The method may further include updating a performance metric associated with the user to a new value to reflect a negative impact on the performance metric resulting from the opening of the incident by the user, wherein the degree of the negative impact is based at least in part on the configuration information.

Claims

1. A method of assessing users of a data storage system, the method comprising:

receiving, with a first computing device of a data storage system provider, configuration information relating to a deployed configuration of a first data storage cell of a plurality of data storage cells and including one or more of;

(1) a number of installed data storage hardware components and (2) a number of installed data storage software components,

the plurality of data storage cells each located remotely from the first computing device, comprising a plurality of client computing devices, and being configured to create and store one or more secondary copies of primary data generated by the plurality of client computing devices;

receiving information relating to an incident opened by a user of the first data storage cell, the incident corresponding to an instance where resources of the data storage system provider were expended in an attempt to resolve an issue reported by the user associated with operation of the data storage cell;

with the first computing device, updating a performance metric associated with the user from an initial value to a new value to reflect a negative impact on the performance metric resulting from the opening of the incident by the user, the initial value of the performance metric based at least in part on one or more previous incidents opened by the user,

wherein the degree of the negative impact is based at least in part on the configuration information; and

storing the updated performance metric in electronic storage.

2. The method of claim 1, wherein the performance metric comprises one or more of a score or ranking.

3. The method of claim 1, further comprising providing a graphical user interface including a graphical depiction of the performance metric.

4. The method of claim 1, wherein the configuration information comprises a number of client computing devices in the data storage cell.

5. The method of claim 1, wherein the degree of negative impact is at least in part based on a type of the incident.

6. The method of claim 5, wherein the type of incident is one or more of:

training, configuration, environment, or bug.

7. The method of claim 1, further comprising:

receiving an indication that the user has completed a training-related task associated with operation of data storage software or hardware deployed in the first data storage cell, and

wherein said updating the performance metric further comprises updating the performance metric to reflect a positive impact on the performance metric resulting from the completion of the training-related task.

8. The method of claim 1, further comprising:

receiving information related to performance of activities related to participation of the user in a user community formed by users of the plurality of data storage cells, and

wherein said updating the performance metric further comprises updating the performance metric to reflect a positive impact on the performance metric resulting from the performance of the activities.

9. The method of claim 1, further comprising:

reviewing a stored user profile associated with the user; and

based on said reviewing, generating a customized list of at least one recommended task for the user to perform, the task involving the use of data storage software installed in the first data storage cell.

10. A system, comprising:

a plurality of data storage cells, each of the plurality of data storage cells comprising a plurality of client computing devices and configured to create and store one or more secondary copies of primary data generated by the plurality of client computing devices;

a first computing device of a data storage system provider, the first computing device comprising computer hardware and located remotely from and in communication with the plurality of data storage cells, the first computing device configured to;

receive configuration information relating to a deployed configuration of a first data storage cell of the plurality of data storage cells, the configuration information including one or more of;

(1) a number of installed data storage hardware components in the first data storage cell and (2) a number of installed data storage software components in the first data storage cell;

receive information relating to an incident opened by a user of the first data storage cell, the incident corresponding to an instance where resources of the data storage system provider were expended in an attempt to resolve an issue reported by the user associated with operation of the data storage cell;

update a performance metric associated with the user from an initial value to a new value to reflect a negative impact on the performance metric resulting from the opening of the incident by the user, the initial value of the performance metric based on one or more previous incidents opened by the user;

wherein the degree of the negative impact is based at least in part on the configuration information; and

store the updated performance metric in electronic storage.

11. The system of claim 10, wherein the performance metric comprises one or more of a score or ranking.

12. The system of claim 10, wherein the first computing device is further configured to provide a graphical user interface including a graphical depiction of the performance metric.

13. The system of claim 10, wherein the configuration information comprises a number of client computing devices in the data storage cell.

14. The system of claim 10, wherein the degree of negative impact is at least in part based on a type of the incident.

15. The system of claim 14, wherein the type of incident is one or more of:

training, configuration, environment, or bug.

16. The system of claim 10, wherein the first computing device is further configured to:

receive an indication that the user has completed a training-related task associated with operation of data storage software or hardware deployed in the first data storage cell; and

further update the performance metric to reflect a positive impact on the performance metric resulting from the completion of the training-related task.

17. The system of claim 10, wherein the first computing device is further configured to:

receive information related to performance of activities related to participation of the user in a user community formed by users of the plurality of data storage cells; and

further update the performance metric to reflect a positive impact on the performance metric resulting from the performance of the activities.

18. The system of claim 10, wherein the first computing device is further configured to:

review a stored user profile associated with the user; and

based on the review, generate a customized list of at least one recommended task for the user to perform, the task involving the use of data storage software installed in the first data storage cell.