System and method for promoting effective service to computer users

• US 20050283635A1
• Filed: 06/08/2004
• Published: 12/22/2005
• Est. Priority Date: 06/08/2004
• Status: Abandoned Application

• Current Assignee: Lenovo Singapore Pte Limited (Lenovo Group Ltd.)
• Original Assignee: International Business Machines Corporation
• Inventors: Rutldge, James Stephen, Seethaler, Kenneth Scott, Chapman, Cory Allen, Benson, Paul Harrison
• Application Number:
  US10/863,106
• Publication Number:
  US 20050283635A1
• Time in Patent Office: Days
• US Class Current: 714/1
• CPC Class Codes: G06F 11/008 Reliability or availability analysis
• CPC Class Codes: G06F 11/3058 Monitoring arrangements for monitoring environmental properties or parameters of the computing system or of the computing system component, e.g. monitoring of power, currents, temperature, humidity, position, vibrations thermal management in cooling arrangements of a computing system G06F1/206

Abstract

Operating parameters and potentially related malfunctions are gathered from end users of computer systems and fed into a predictive model to generate predictions of future failures when subsequent operating parameters from end users are fed into the prediction model. Parts may be ordered, service calls scheduled, and sales strategies updated based on predictions of impending malfunctions.

Claims

1. A method comprising:

receiving data from plural first user computer systems, the data representing at least one operating parameter of at least a portion of the first user computer systems;

using the data and information regarding malfunctions, if any, of the first user computer systems, establishing at least one predictive model;

receiving data from at least one second user computer system, the data representing at least one operating parameter of the second user computer system; and

using the predictive model to generate a prediction of at least one malfunction in the second user computer system based on the data therefrom.

2. The method of claim 1, comprising ordering at least one replacement part for the second user computer system based at least in part on the prediction.

3. The method of claim 1, comprising scheduling at least one service activity for the second user computer system based at least in part on the prediction.

4. The method of claim 1, comprising establishing at least one sales activity related to the second user computer system based at least in part on the prediction.

5. The method of claim 1, wherein the operating parameter is selected from the group of parameters consisting of:

temperature, hours of operation, number of on-off cycles, power consumption, humidity, and voltage.

6. The method of claim 1, comprising providing at least one of:

the predictive model, and the prediction, to at least one user as a service.

7. The method of claim 1, comprising establishing warranty terms for at least one user based at least in part on the user agreeing to provide data representing at least one operating parameter.

8. A general purpose computer system executing logic comprising:

receiving first data representing at least one computer system operating parameter and associated computer system malfunction;

generating at least one predictive model based on the first data;

receiving second data representing at least one computer system operating parameter;

inputting the second data to the predictive model; and

executing the predictive model to generate at least one prediction of malfunction.

9. The system of claim 8, wherein the operating parameter is selected from the group of parameters consisting of:

temperature, hours of operation, number of on-off cycles, power consumption, humidity, and voltage.

10. The system of claim 9, wherein the operating parameter is received over the Internet.

11. A general purpose computer system comprising:

means for receiving first data representing at least one computer system operating parameter and associated computer system malfunctions;

means for generating at least one predictive model based on the first data;

means for receiving second data representing at least one computer system operating parameter;

means for inputting the second data to the predictive model; and

means for executing the predictive model to generate at least one prediction of malfunction.

12. A service, comprising:

providing a prediction of a malfunction of at least a first computer system component associated with a first user based at least in part on correlating operating parameters and malfunctions from plural user computer systems with at least one operating parameter of the first computer system component.

13. The service of claim 12, comprising ordering at least one replacement part for the first computer system component based at least in part on the prediction.

14. The service of claim 12, comprising scheduling at least one service activity for the first computer system component based at least in part on the prediction.

15. The service of claim 12, comprising establishing at least one sales activity related to the first computer system component based at least in part on the prediction.

16. The service of claim 12, wherein the operating parameter is selected from the group of parameters consisting of:

temperature, hours of operation, number of on-off cycles, power consumption, humidity, and voltage.

17. The service of claim 12, comprising providing at least one of:

the predictive model, and the prediction, to the first user.

18. The service of claim 12, comprising establishing warranty terms for at least one user based at least in part on the user agreeing to provide data representing at least one operating parameter.

19. A service, comprising:

generating a prediction of a malfunction of at least a first computer system component associated with a first user based at least in part on correlating operating parameters and malfunctions from plural user computer systems with at least one operating parameter of the first computer system component; and

providing at least one service to the first user selected from the group of services consisting of;

ordering at least one replacement part for the first computer system component based at least in part on the prediction;

scheduling at least one service activity for the first computer system component based at least in part on the prediction;

establishing at least one sales activity related to the first computer system component based at least in part on the prediction.