Techniques for help desk management

US8655713B2 · kind B2 · utility

Assignee

• Novell, Inc. · US

Inventors

• Tammy Anita Green · Provo, US
• Stephen R. Carter · Spanish Fork, US
• Scott Alan Isaacson · Payson, US
• Eric W. B. Anderson · Alpine, US

Key dates

• Filing date: Oct 28, 2008
• Grant date: Feb 18, 2014
• Expiry date: Nov 21, 2030

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q30/0203
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Techniques for help desk management are provided. A user's experience with a resource is captured via a rating. The rating is recorded along with other metrics associated with a processing environment of the user and proactive action taken in response to configuration or performance problems with the user.