Process for software support resource allocation based on analysis of categorized field problems
US7831868B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 3, 2008 |
| Grant date | Nov 9, 2010 |
| Priority date | — |
| Expiry date | Mar 6, 2029 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/06
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A method and system estimates future software support requirements based on statistical models of previous observations of support requests, either for the same product or for a different product having features previously identified as correlated with features of a new product. The estimates include an estimated volume of support requests and an estimated type of support requests. The estimated types include the activity occurring at the time of the failure, an identifier as to whether a defect in the software was previously known, and the like. The estimates are used to estimate and allocate support resources prior to support requests being received, and prior to a software product being released.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.