Network Device Service Mode Event Filtering
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Solution Overview
Problem
Network remote monitoring and managing systems face inefficiencies due to numerous nuisance calls and service actions triggered by devices undergoing repair or maintenance, leading to increased service delivery costs and infrastructure complexity, as they struggle to differentiate between actual malfunctions and maintenance-related events.
Innovation Solution
A computer-implemented method and system that allows users to mark devices for service on a user interface, modifying event processing to prevent technical support responses to events from marked devices, utilizing a central management system with an event analysis module to tag and sequester events, thereby suppressing unnecessary responses from the technical support center.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the network remote monitoring and managing system monitors all device events, then complete device monitoring is achieved, but service delivery cost and infrastructure complexity increase due to nuisance calls from devices undergoing repair or maintenance
Solution Approach 1:
The system segments device events into two categories: those from devices under service mode and those from normal operation. By dividing the monitoring stream and applying different processing rules to each segment, the system reduces unnecessary service calls while maintaining complete monitoring coverage, thus lowering infrastructure complexity without sacrificing monitoring reliability
Solution Approach 2:
The patent introduces a service mode indicator as an intermediary element that mediates between the monitored device and the technical support center. This indicator acts as a filter, preventing service calls from being generated for devices undergoing repair or maintenance, thereby reducing nuisance calls and infrastructure complexity while preserving accurate monitoring of actual malfunctions
2Reliability
If the system processes all device events through technical support, then no events are missed, but service delivery cost increases due to handling maintenance-related events
Solution Approach 1:
The system performs preliminary action by setting the service mode indicator before maintenance begins. This pre-marking allows the monitoring system to proactively filter out maintenance-related events, preventing unnecessary service call generation and reducing service delivery costs while ensuring that actual malfunction events are still detected and processed
Solution Approach 2:
The patent extracts maintenance-related events from the general event stream by using the service mode indicator as a filter. By separating these events before they reach the technical support center, the system reduces service delivery costs by eliminating unnecessary processing of maintenance events while maintaining complete detection and processing of actual malfunction events
3Productivity
If manual operations are required at customer end to signal device under repair, then service calls can be reduced, but ease of operation decreases
Solution Approach 1:
The system implements self-service by automatically using the service mode indicator to filter events without requiring manual customer intervention. The monitoring system autonomously determines whether a device is under maintenance based on the indicator, eliminating the need for customers to perform manual operations while still achieving the goal of reducing unnecessary service calls
Data Source
AI summary
A computer-implemented method for remote monitoring and managing of network devices. The method comprises generating a list of managed devices on a user interface in a central management system, wherein raw events are transmitted from the managed devices to the central management system; marking a device for service on the user interface; and modifying the processing of events originated from the marked device so as to prevent a technical support center from generating a response to the events. Also disclosed is a system for remote monitoring and managing of network devices and a computer program product to assist remote monitoring and managing of network devices.