On-line problem management of remote data processing systems, using local problem determination procedures and a centralized database

摘要

Automated problem analysis and resolution of a customer data- processing system uses a central service data-processor system communicating with the customer system and having a data base for converting machine, software, and symptom data into instructions, hardware and software module lists, and service call schedules. The customer system detects data concerning its own configuration and problem symptoms for communication to the service system. The service system itself orders repair modules, and electronically communicates software fixes to the customer system.