Browse Prior Art Database

Autonomic problem determination and solution

IP.com Disclosure Number: IPCOM000124174D
Original Publication Date: 2005-Apr-11
Included in the Prior Art Database: 2005-Apr-11
Document File: 2 page(s) / 41K

Publishing Venue

IBM

Abstract

Management of IT is always more concerned about costs, maximize the uptime and minimize the downtime is the objective of any product supporting IT processes. This is valid in general, but in particular when IT is not supporting the business, but IT is the business. For example I?m thinking to service providers or companies managing the IT in outsourcing where downtime and uptime are strictly defined in SLA. In this context, when the IT solution is failing because of a core or configuration error, the time the support spend in determine the solution is important and needs to keep at minimum, also the suggestion to solve the issue, needs to be accurate since often the customer cannot just try.

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Autonomic problem determination and solution

Currently the process consists of the following steps. The customer see the problem, call the service desk who opens the incident. The support requested information and the problem determination starts with an interactive procedures composed of questions and answers on the several component of the configuration until the problem is solved.

Solution

     The invention consists of inserting the start of a light web server within the exit routines of a system. In this way, if any problem occurs the web server will start an application gathering all the data regarding the configuration items present in the system and the data are published to the support.

     The support has an application that automatically makes an assessment and communicates to the engineer in support the assessment done in addition to all the data.

     The engineer will then call the customer with a final assessment and hopefully the error will be recovered.

Technical Implementation

Exit Routine

1. Create automatically HTML files with all the information on configuration
2. Launch the Web Server to publish the information gathered in (1)
3. Send an e-mail to support with the information on the web server, error and info on how to access the web server ( password ... )
4. send an e-mail to the customer with the info to shut down the web server ( setting the incident as closed )
5. set the incident as active
6. while ( incident is active and not closed )
a. close the web...