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Overview:

There is a significant number of IT failures per year because parts fail, products are used in ways they were not designed for, and humans make errors in using products. These failures result in incidents that product vendors service as a part of the warranty or contracts. Incidents incur significant costs for servicing them, including call centers, parts, and field engineers. Some of the major problems include lack of coherent incident information, leading to inaccurate service diagnosis and inability to forecast failures. At the same time, technology has evolved. This paper presents a set of tools and approaches that enable unified serviceability with self-healing, automated learning, and an analysis engine. Unified serviceability with self-healing results in clean incident data and it reduces criticality of incidents into deferred maintenance.

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Format:PDFSize:496 KB
Date:Apr 2009
Pages:9

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