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    • 3. 发明授权
    • Model-based management of an existing information processing system
    • 现有信息处理系统的模型管理
    • US07536290B1
    • 2009-05-19
    • US10954775
    • 2004-09-30
    • Duke P. BrowningFrancis X. Sullivan
    • Duke P. BrowningFrancis X. Sullivan
    • G06F13/10
    • G06F13/10
    • A method, system, computer system, and computer-readable medium to create a snapshot of an existing information system using a model of an information processing system. The model defines a set of instructions that is operable to discover data about a resource in the existing information processing system, and the snapshot is created by executing the set of instructions. An analysis of the snapshot is performed to identify a set of actions needed to make a change to the existing information processing system. Changes to the existing information processing system may include, for example, upgrading the existing information processing system, deploying a new instance of the existing information processing system, and optimizing performance of the existing information processing system.
    • 一种使用信息处理系统的模型创建现有信息系统的快照的方法,系统,计算机系统和计算机可读介质。 该模型定义了一组可用于发现关于现有信息处理系统中的资源的数据的指令,并且通过执行该指令集创建快照。 执行快照的分析以识别对现有信息处理系统进行改变所需的一组动作。 对现有信息处理系统的改变可以包括例如升级现有信息处理系统,部署现有信息处理系统的新实例以及优化现有信息处理系统的性能。
    • 4. 发明授权
    • Technical support chain automation with guided self-help capability, escalation to live help, and active journaling
    • 技术支持链自动化,引导自助能力,升级到现场帮助,以及积极的日志记录
    • US06999990B1
    • 2006-02-14
    • US09310795
    • 1999-05-12
    • Francis X. SullivanBrian Jay Vetter
    • Francis X. SullivanBrian Jay Vetter
    • G06F15/16
    • H04L67/36G06F9/453G06Q30/02H04L29/06H04L67/02H04L69/329
    • A method for automated technical support in a computer network having a client machine, and at least one server from which live help is available. The method begins initiates a guided self-help session in response to entry by a user of a problem area and description. During the self-help session, the user is provided with an option to escalate to live help. If the user exercises that option, the system automatically provides a support engineer at the server with a data stream summarizing the self-help session. During the live help, the support engineer may then repeat a portion of the user's self-help session, view information generated during that session, and/or execute certain actions with respect to the user's machine, all from the engineer's desktop. An active journal is maintained for each problem incident, and active journals may be used by other analysts to facilitate problem resolutions for new incidents.
    • 一种用于具有客户端机器的计算机网络中的自动化技术支持的方法,以及至少一个从其提供现场帮助的服务器。 该方法开始响应于用户输入问题区域和描述而启动指导的自助会话。 在自助会议期间,向用户提供了升级到实时帮助的选项。 如果用户练习该选项,系统会自动向服务器提供一个支持工程师,并提供汇总自助会话的数据流。 在实时帮助期间,支持工程师可以重复用户的自助会话的一部分,查看在该会话期间生成的信息,和/或执行关于用户机器的某些动作,全部来自工程师的桌面。 为每个问题事件维护一份活跃的期刊,其他分析师也可以使用活跃的期刊来促进新事件的问题解决。
    • 5. 发明授权
    • Technical support chain automation with guided self-help capability using active content developed for specific audiences
    • 技术支持链自动化,使用针对特定受众开发的活动内容的指导自助功能
    • US06542898B1
    • 2003-04-01
    • US09310399
    • 1999-05-12
    • Francis X. SullivanBrian Jay Vetter
    • Francis X. SullivanBrian Jay Vetter
    • G06F1700
    • G06Q30/02Y10S707/956Y10S707/966Y10S707/99939Y10S707/99943
    • Guided self-help is facilitated through use of so-called “active content” pages that are selectively viewable by given “audiences” within a technical support chain automation system. Active content is Web-based content (e.g., content viewable by a Web browser) that has one or more diagnostic maps initiated when certain actions are taken According to the invention, users are assigned to a hierarchy of audiences. A given audience within the hierarchy has the right to view active content written for that audience and active content written for any audience within the hierarchy at a lower level in the hierarchy. Given segments or portions of an active content database are associated with given audiences in the hierarchy. Thus, during a guided technical support session initiated by a user, given active content is served to the user as a function of the audience to which the user has been assigned.
    • 通过使用技术支持链自动化系统中由给定“受众”选择性查看的所谓“活动内容”页面,便于引导自助。 活动内容是基于Web的内容(例如,可由Web浏览器查看的内容),其具有在采取某些动作时启动的一个或多个诊断图。根据本发明,将用户分配给观众的层次结构。 层级中的给定受众有权查看针对该受众群体编写的活动内容,并为层次结构中层次结构中的所有受众编写的活动内容位于层次结构中的较低级别。 给定活动内容数据库的段或部分与层次结构中的给定受众相关联。 因此,在由用户发起的指导技术支持会话期间,根据用户已经被分配到的受众,给予活动内容给予用户。
    • 10. 发明授权
    • Model-building interface
    • 模型建立界面
    • US07809536B1
    • 2010-10-05
    • US10955350
    • 2004-09-30
    • Duke P. BrowningFrancis X. Sullivan
    • Duke P. BrowningFrancis X. Sullivan
    • G06G7/48G06F11/00
    • G06N5/02
    • A method, system, computer system, and computer-readable medium to provide an interface for defining a model of a particular functionality of an information processing system. Intelligent models can be defined that can be used by an application to discover actual relationship, dependency, or configuration data for components of an information processing system. Models can be defined to include a set of one or more instructions to discover data about an existing information system, where the data are related to the specific information processing function being modeled. Models provide a context for analyzing and evaluating the functionality of an information processing system. The interface can also be used to define the model itself, including components of the model, properties of the components, and relationships between components.
    • 一种方法,系统,计算机系统和计算机可读介质,以提供用于定义信息处理系统的特定功能的模型的接口。 可以定义智能模型,可以由应用程序使用它来发现信息处理系统的组件的实际关系,依赖关系或配置数据。 可以将模型定义为包括一组一个或多个指令以发现关于现有信息系统的数据,其中数据与被建模的特定信息处理功能相关。 模型提供了分析和评估信息处理系统功能的上下文。 该界面还可用于定义模型本身,包括模型的组件,组件的属性以及组件之间的关系。