Automated Voice Notification System for Managed Computer Events
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Solution Overview
Problem
IT professionals face increasing challenges in managing computer systems and networks due to the growing complexity and mobility of workforces, as well as the need for support across diverse devices, leading to escalating service and support costs.
Innovation Solution
A method and system that utilize a management platform to receive event data from monitored systems, process it to determine if a verbal response is required, and initiate a voice call to the client installation when necessary, integrating asset management, service request management, and telephony systems to automate responses and streamline support.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If IT professionals manually manage and respond to events on computer systems, then service support quality can be maintained, but the burden on IT professionals increases and service costs escalate
Solution Approach 1:
The system enables automated self-service through monitoring agents that continuously track system events and trigger notifications without human intervention. The monitoring agents autonomously detect events, determine notification requirements, and initiate communications, freeing IT professionals from manual monitoring while maintaining comprehensive system oversight.
Solution Approach 2:
Manual mechanical processes of IT professionals reviewing logs and making judgment calls are replaced by an automated electronic system. The management system electronically processes event data, applies notification rules, and triggers notifications automatically, substituting human cognitive and manual labor with automated computational processes.
2Reliability
If comprehensive monitoring of all computer systems is implemented, then system reliability improves, but the complexity of the management system increases
Solution Approach 1:
The monitoring function is segmented into independent monitoring agents deployed on individual computer systems. Each agent operates autonomously to collect and evaluate local system events, then communicates with the central management system. This segmentation distributes monitoring complexity across multiple simple agents rather than requiring one complex centralized monitoring system.
Solution Approach 2:
Notification rules and criteria are pre-configured in the management system before events occur. The system preliminarily establishes the conditions under which notifications should be sent, eliminating the need for complex real-time decision-making during event processing. This preliminary configuration simplifies the runtime operation of the monitoring system.
3Loss of time
If automated notification systems are implemented, then response time to system events improves, but the initial setup and configuration complexity increases
Solution Approach 1:
The system incorporates feedback mechanisms where notification rules are configured based on actual system performance and event patterns. The management system learns from processed events and can automatically adjust notification thresholds and parameters, reducing manual configuration needs over time. This feedback loop simplifies ongoing setup while maintaining rapid response capabilities.
Data Source
AI summary
A method of responding to an event occurring on at least one managed computer system is provided. The method includes receiving event data from a monitoring agent on the managed computer system at a client installation, and processing the event data at a management system to determine if a verbal response is required. A voice call to the client installation is initiated when a verbal response is required. The method includes retrieving associated response data in a reference database wherein the associated response data is associated with the event and the managed system. In certain embodiments, the method includes identifying if the event meets a customer defined severity level, and initiating the voice call when the event meets the customer defined severity level.