Systems and methods for automated computer support

Abstract

Systems and methods for creation and use of an adaptive reference model are described. One described method comprises receiving a plurality of snapshots from a plurality of computers, each of the plurality of snapshots comprising a plurality of pairs of asset names and asset values, and automatically creating an adaptive reference model based at least in part on the plurality of snapshots.

Description

[0001] Cross References to Related Applications [0002] This application claims the benefit of U.S. Provisional Application No. 60 / 494,225, filed August 11, 2003, and U.S. Application Serial No. 10 / 916,800, entitled "System and Method for Creating and Using Adaptive Reference Models," filed herewith, The benefit of Attorney's Serial No. 52270 / 302840, both applications are hereby incorporated by reference in their entirety. technical field [0003] The present invention generally relates to systems and methods for automated computer support. Background technique [0004] As information technology complexity continues to grow, problem management costs will escalate as support incident frequency increases and human analyst skill sets become more demanding. Traditional problem management tools are designed to reduce costs by increasing the labor efficiency of performing these support tasks. This is typically done by at least partially automating the capture of incident ticket...

AI Technical Summary

Problems solved by technology

Of all service levels, this level most likely requires significant time from highly trained and thus expensive human resources

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