System and method for incident management enhanced with problem classification for technical support services
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United States of America Patent
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Jan 29, 2013
Grant Date -
Dec 16, 2010
app pub date -
Jun 16, 2009
filing date -
Jun 16, 2009
priority date (Note) -
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Abstract
A system and method of problem determination and resolution utilizes enhanced problem classification, and effectively categorizes any problem a user experiences by leveraging all available data to recognize the specific problem. Historical problem data is labeled with the cause of that problem and is analyzed to learn problem patterns. The historical problem data is classified into a predefined hierarchical structure of taxonomies by using an incremental online learning algorithm. The hierarchical structure and learned patterns are utilized to recognize problems and generate the root cause of the problem when given a new set of monitoring data and log data.
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