System and method for incident management enhanced with problem classification for technical support services
US8365019B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 16, 2009 |
| Grant date | Jan 29, 2013 |
| Priority date | — |
| Expiry date | Jan 1, 2030 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F11/0748
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A system and method of problem determination and resolution utilizes enhanced problem classification, and effectively categorizes any problem a user experiences by leveraging all available data to recognize the specific problem. Historical problem data is labeled with the cause of that problem and is analyzed to learn problem patterns. The historical problem data is classified into a predefined hierarchical structure of taxonomies by using an incremental online learning algorithm. The hierarchical structure and learned patterns are utilized to recognize problems and generate the root cause of the problem when given a new set of monitoring data and log data.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.