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An On-Demand Support Portal

IP.com Disclosure Number: IPCOM000031187D
Original Publication Date: 2004-Sep-16
Included in the Prior Art Database: 2004-Sep-16

Publishing Venue

IBM

Abstract

With Organization’s continued focus on improving technology platforms, support services will play a key role in success of any implementation. Problem determination and resolution often times involve knowledge of various complex systems and software technologies. Locating the right support component group can be quite a daunting task, as every support group has their myriad processes. Both the customers and the support professional find themselves at a support deadlock. Support Connect aims to achieve a synergy within the support community by providing ‘oneness’ to all support Organizations. The solution offered by the support portal with built-in expert system will provide a drill down capability into ALL support products and groups. By enabling a unified view of the entire Organization’s support infrastructure, the proposed portal intends to bridge the gaps of process discovery while maintaining the individuality of independent support groups. The appeal of preserving the process decision with component groups makes Support Connect an attractive and acceptable solution.