AUTOMATICALLY IDENTIFYING PERSONALIZED SUPPORT

• US 20120030238A1
• Filed: 07/27/2010
• Published: 02/02/2012
• Est. Priority Date: 07/27/2010
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: DeLuca, Lisa Seacat, Goodman, Brian D., Jang, Soobaek
• Application Number:
  US12/844,132
• Publication Number:
  US 20120030238A1
• Time in Patent Office: Days
• US Class Current: 707/777
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

Embodiments of the present invention leverage information of the end-user and personal annotations/tags attached to resources and/or support related thereto (e.g., people, documents, etc.) to provide personalized support. Among other things, these embodiments allow for the mapping of expert “system”-based support to social technology to enable dynamic, localized support. In a typical embodiment, the system will analyze a profile of a user, as well as tags the user has attached to requested computer resources. Based on the profile and the tags, individualized support can be provided automatically.

Claims

1. A method for identifying personalized support for computer resources, comprising:

analyzing a profile associated with a user;

receiving a request from the user to access a set of computer resources;

associating tags provided by the user with the set of computer resources, the tags being used to annotate the set of computer resources; and

identifying support resources for the set of computer resources based upon the tags.

2. The method of claim 1, the set of computer resources comprising a set of cloud computing resources.

3. The method of claim 1, the support resources comprising at least one of the following:

personnel, content, or forums.

4. The method of claim 1, the profile being analyzed based upon a taxonomy associated with a set of profiles of other users.

5. The method of claim 1, the identifying being further based upon previous support resources accessed by the user.

6. The method of claim 1, the identifying being further based upon information contained in the user profile as determined based upon the analyzing.

7. The method of claim 1, the profile comprising an identity of the user, an organization to which the user belongs, a position of the user within the organization, and the identifying being further based upon the profile.

8. The method of claim 1, the tags being used to identify and group the set of computer resources, the set of computer resources having a formal semantic taxonomy associated therewith and additional tags annotated by other users.

9. A system for identifying personalized support for computer resources, comprising:

a bus;

a processor coupled to the bus; and

a memory medium coupled to the bus, the memory medium comprising instructions to;

analyze a profile associated with a user;

receive a request from the user to access a set of computer resources;

associate tags provided by the user with the set of computer resources, the tags being used to annotate the set of computer resources; and

identify support resources for the set of computer resources based upon the tags.

10. The system of claim 9, the set of computer resources comprising a set of cloud computing resources.

11. The system of claim 9, the support resources comprising at least one of the following:

personnel, content, or forums.

12. The system of claim 9, the profile being analyzed based upon a taxonomy associated with a set of profiles of other users.

13. The system of claim 9, the support resources being further identified based upon previous support resources accessed by the user.

14. The system of claim 9, the support resources being further based upon information contained in the user profile as determined based upon the analyzing.

15. The system of claim 9, the profile comprising an identity of the user, an organization to which the user belongs, a position of the user within the organization, and the support resources being further identified based upon the profile.

16. The system of claim 9, the tags being used to identify and group the set of computer resources, the set of computer resources having a formal semantic taxonomy associated therewith and additional tags annotated by other users.

17. A computer program product for identifying personalized support for computer resources, the computer program product comprising a computer readable storage media and program instructions stored on the computer readable storage media, to:

analyze a profile associated with a user;

receive a request from the user to access a set of computer resources;

associate tags provided by the user with the set of computer resources, the tags being used to annotate the set of computer resources; and

identify support resources for the set of computer resources based upon the tags.

18. The computer program product of claim 17, the set of computer resources comprising a set of cloud computing resources.

19. The computer program product of claim 17, the support resources comprising at least one of the following:

personnel, content, or forums.

20. The computer program product of claim 17, the profile being analyzed based upon a taxonomy associated with a set of profiles of other users.

21. The computer program product of claim 17, further comprising program instructions stored on the computer readable storage media to further identify the support resources based upon previous support resources accessed by the user.

22. The computer program product of claim 17, further comprising program instructions stored on the computer readable storage media to further identify the support resources based upon information contained in the user profile as determined based upon the analyzing.

23. The computer program product of claim 17, the profile comprising an identity of the user, an organization to which the user belongs, a position of the user within the organization, and the computer program product further comprising program instructions stored on the computer readable storage media to further identify the support resources based upon the profile.

24. The computer program product of claim 17, the tags being used to identify and group the set of computer resources, the set of computer resources having a formal semantic taxonomy associated therewith and additional tags annotated by other users.

25. A method for deploying a system for identifying personalized support for computer resources, comprising:

providing a computer infrastructure being operable to;

analyze a profile associated with a user;

receive a request from the user to access a set of computer resources;

associate tags provided by the user with the set of computer resources, the tags being used to identify and group the set of computer resources; and

identify support resources for the set of computer resources based upon the tags.