Method for using self-help technology to deliver remote enterprise support

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US007143415B2

(12) United States Patent

Connelly et al.

(io) Patent No.: (45) Date of Patent:

US 7,143,415 B2 Nov. 28, 2006

(54) METHOD FOR USING SELF-HELP

TECHNOLOGY TO DELIVER REMOTE
ENTERPRISE SUPPORT

(75) Inventors: Jon Christopher Connelly, Windsor,
CO (US); Adam Michael Carr, Fort
Collins, CO (US); Kimberly C. Horn,
Fort Collins, CO (US); Eric William
Loy, Fort Collins, CO (US); Stewart
W. Mayott, Fort Collins, CO (US)

(73) Assignee: Hewlett-Packard Development

Company, L.P., Houston, TX (US)

( * ) Notice: Subject to any disclaimer, the term of this patent is extended or adjusted under 35 U.S.C. 154(b) by 639 days.

(21) Appl. No.: 10/226,514

(22) Filed: Aug. 22, 2002

(65) Prior Publication Data

US 2004/0039805 Al Feb. 26, 2004

(58) Field of Classification Search 719/310;

714/46

See application file for complete search history.

(56) References Cited
U.S. PATENT DOCUMENTS

6,012,152 A * 1/2000 Douik et al 714/26

6,029,258 A * 2/2000 Ahmad 714/46

6,490,620 Bl * 12/2002 Dinner et al 709/224

6,859,893 Bl * 2/2005 Hines 714/38

2003/0217064 Al* 11/2003 Walters 707/100

* cited by examiner

Primary Examiner—William Thomson
Assistant Examiner—Lechi Truong

(57) ABSTRACT

In a service-based remote support delivery system and method, service engineers supported by an analysis server receive incident reports from both personal computers and from unmanned servers within an enterprise. The incidents arise both from user-created reports of problems, from event annunciators that monitor hardware and software to report events as they occur, and from the periodic gathering of configuration data. These incident reports are combined with host information and contact information and are transmitted to the analysis server.

9 Claims, 3 Drawing Sheets