EP1118952A2
Expired / Lapsed
EP
⏱️ 0.0 years remaining
System, method and computer program product for providing a remote support service
Assignee: HP Inc
•
Filing: 2001-01-11
•
Granted: —
•
Expires: 2021-01-11
Abstract
Abstract The invention is directed to a system for providing a remote support service between at least one support-service provider's site and a customer's site having a customer's information technological (IT) infrastructure, comprising: an information collecting component which collects information about the customer's IT infrastructure; a storage component which stores collected information according to a data model modeling at least part of the customer's IT infrastructure; an information-transferring component capable of transferring at least part of the collected or stored information or a representation of it to the support-service provider; and an analysis component which analyzes the stored or transferred information or representation as a basis for the provision of the remote support services. The invention is also directed to a corresponding method and computer program product.
Inventors
- 👤 Friedemann Ulmer
- 👤 Manfred Lange
- 👤 Thomas Trenz
Bibliographic Details
Application Number
—
Jurisdiction
EP
Data Source
google_patents
Last Synchronized
2026-10-30 09:46
CPC Classifications
G; G06; G06Q; G06Q30/00; G06Q30/02
Claims Analysis
Total Claims: 19
Claim 1
Independent Claim
107 words
A system for providing a remote support service between at least one
support-service provider's site and a customer's site having a customer's
information technological (IT) infrastructure, comprising: an information collecting component which collects information about the
customer's IT infrastructure; a storage component which stores collected information according to a data
model modeling at least part of the customer's IT infrastructure; an information-transferring component capable of transferring at least part of
the collected or stored information or a representation of it to the support-service
provider; an analysis component which analyzes the stored or transferred information
or representation as a basis for the provision of the remote support services.
Claim 2
Dependent Claim
24 words
The system of claim 1, wherein the storage component is located at
least at one of the customer's site and the support-service provider's site.
Claim 3
Dependent Claim
26 words
The system of claim 1 or 2, wherein the analysis component is located
at least at one of the customer's site and the support-service provider's site.
Claim 4
Independent Claim
47 words
The system of any one of claims 1 to 3, further comprising a
consolidator component which is capable of generating a consolidated
representation of the collected or stored information, said consolidator component
is located at least at one of the customer's site and the support-service provider's
site.
Claim 5
Independent Claim
72 words
The system of any one of claims 1 to 4, wherein the customer's IT
infrastructure comprises at least one of the following elements: network
infrastructure elements, storage systems, hardware elements and peripherals,
operating systems, networking software, database software, middleware and
utilities, software applications; and wherein the information collecting component
collects information about at least one of these elements and the data model
models at least part of these elements and their inter-relations.
Claim 6
Independent Claim
41 words
The system of any one of claims 1 to 5, further comprising a discovery
component capable of automatically discovering changes in the customer's IT
infrastructure, and wherein the data model is automatically adapted so that it
models the changed IT infrastructure.
Claim 7
Dependent Claim
64 words
The system of claim 6, wherein, due to the automatic discovering
capability of the discovery component, after an installation of a program code
representing the software parts of the information collecting component, the
storage component and the information-transferring component at the customer's
site, the system automatically discovers at least part of the customer's IT
infrastructure and automatically generates a data model which models it.
Claim 8
Independent Claim
48 words
The system of any one of claims 1 to 7, wherein, in the database
component, the elements of the customer's IT infrastructure are mapped to
classes, and wherein new classes can dynamically be added, and wherein the
classes have flexible attributes which can be dynamically added and changed.
Claim 9
Independent Claim
46 words
The system of any one of claims 1 to 8, wherein the information-transferring
component is capable of transferring the collected or stored
information or a representation of it via an information network, particularly the
Internet, to the support-service provider, or by means of a data carrier.
Claim 10
Independent Claim
29 words
The system of any one of claims 1 to 9, wherein the database
component stores at least one of configuration and performance history
information of the customer's IT infrastructure.
Claim 11
Independent Claim
33 words
The system of any one of claims 1 to 10, wherein the analysis
component monitors or analyzes at least on of configuration, configuration
changes, performance and performance changes of the customer's IT
infrastructure.
Claim 12
Independent Claim
30 words
The system of any one of claims 1 to 11, wherein the information
collecting component comprises a scheduler which schedules the collection of the
information about the customer's IT infrastructure.
Claim 13
Independent Claim
36 words
The system of any one of claims 1 to 12, wherein the collection
strategy or schedule is determined individually for the customers, depending on
the particular support service contract between the customer and the support-service
provider.
Claim 14
Dependent Claim
95 words
A computer system forming a customer based part of a system for
providing a remote support service between at least one support-service
provider's site and the customer's site having a customer's information
technological (IT) infrastructure, comprising: an information collecting component which collects information about the
customer's IT infrastructure; a storage component which stores collected information according to a data
model modeling at least part of the customer's IT infrastructure; an information-transferring component capable of transferring at least part of
the collected or stored information or of a consolidated representation of it to the
support-service provider.
Claim 15
Dependent Claim
19 words
The computer system of claim 14, having one or more features of
any one of claims 1 to 13.
Claim 16
Dependent Claim
110 words
A computer program product including program code for
execution on a customer-based computer system which is part of a system for
providing a remote support service between at least one support-service
provider's site and the customer's site having a customer's information
technological (IT) infrastructure, said program code comprising software parts
of: an information collecting component which collects information about the
customer's IT infrastructure; a storage component which stores collected information according to a data
model modeling at least part of the customer's IT infrastructure; an information-transferring component capable of transferring at least part of
the collected or stored information or of a consolidated representation of it to the
support-service provider.
Claim 17
Dependent Claim
20 words
The computer program product of claim 16, having one or more
features of any one of claims 1 to 13.
Claim 18
Independent Claim
92 words
A method for providing a remote support service between at least one
support-service provider's site and a customer's site having a customer's
information technological (IT) infrastructure, comprising the steps of: collecting information about the customer's IT infrastructure; storing collected information according to a data model modeling at least
part of the customer's IT infrastructure; transferring at least part of the collected or stored information or a
representation of it to the support-service provider; analyzing the stored or transferred information or representation as a basis
for the provision of the remote support services.
Claim 19
Dependent Claim
18 words
The method of claim 18, having one or more features of any one of
claims 1 to 13.
References Cited (Backward Citations)
No citation records indexed.
USPTO Annuity & Maintenance Windows
Maintenance schedule is calculated for granted US utility patents.