System and method for automated and assisted resolution of IT incidents

  • US 7,890,802 B2
  • Filed: 08/18/2009
  • Issued: 02/15/2011
  • Est. Priority Date: 01/06/2006
  • Status: Active Grant
First Claim
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1. A computer implemented method for facilitating a user in defining a repair workflow for subsequent use in resolving information technology (IT) incidents, comprising:

  • facilitating the user in defining a plurality of steps of the repair workflow using a computing device, wherein facilitating the user in defining a plurality of steps comprises facilitating the user in defining a plurality of operations for the steps, and defining inputs and outputs of the operations;

    facilitating the user in defining a plurality of transitions between the steps, based at least in part on the outputs of the steps, using a computing device; and

    checking the defined repair workflow for correctness before being used to resolve an IT incident using a computing device, wherein checking the defined repair workflow for correctness includes verifying that each response of each step'"'"'s operation has a transition to another step.

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