Emc Corporation

Emc IP Holding Company LLC

Eric Schnegelberger

Mark Chamness

Grissom Tianqing Wang

Ryan Montgomery

Mark Opperman

Case analysis is provided in which costs are associated with case information such as service request data. A description of defect classifications may be defined using keywords and attributes. A database query is generated based on the description of defect classifications to classify case information by problem type to a domain and a component. The description of defect classifications may be applied to a result of the database query to perform problem classification analysis. A cost analysis may be performed by problem group based at least on the case information associated with cost information and the result of the database SQL query.

Method to determine support costs associated with specific defects

Diagnosis of defect(s) in a system is disclosed. A defect signature-based query is performed against system diagnostic data stored in one or more structured records. It is determined that a defect signature is associated with a system based at least in part on the query. Remediation information generated based at least in part on the defect signature and the system diagnostic data may be output.

Automated defect diagnosis from machine diagnostic data

Automatic remediation is provided to a serviced system. Selected system information associated with the serviced system is received. A set of one or more symptoms is generated using the selected system information. A knowledge repository is searched using the set of symptoms to identify a root cause. A remediation package corresponding to the root cause is obtained and, if permitted, the remediation package is caused to be performed on the serviced system.

Analytics platform for automated diagnosis, remediation, and proactive supportability

Performance information and configuration information is received for the plurality of computer systems. The computer systems are grouped into a plurality of clusters based at least in part on the performance information, where the plurality of clusters includes a first cluster and a second cluster. A system configuration associated with the first cluster is automatically identified from the configuration information and is automatically sent to the second cluster.

Automated defect and optimization discovery

Defect remediation in a system is disclosed. A defect is mapped to one or more remediation actions, at least in part by using a processor to generate and perform a defect-based query against one or more structured remediation action records. A remediation package is generated using the processor. The remediation package may include the one or more remediation actions and data associated with the defect. The remediation package may be sent to a destination associated with the defect.

Defect remediation within a system

A method, article of manufacture, and apparatus for identifying defects and resolutions is discussed. Computer systems may be grouped into clusters, and their health may be determined based on these groupings. System optimizations or defect solutions may be distributed to systems in unhealthy clusters, bringing them into a healthy cluster.

A method, article of manufacture, and apparatus for identifying and resolving defects in multiple clusters based on a reported defect instance is discussed. Computer systems may be grouped into clusters. A report of a defective system may be received, and the defective system's cluster may be identified. A defect solution may then be distributed to all the systems in that cluster.

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Youngsville, NC, United States of America

Eric Schnegelberger