WO2001095158A1 - Computerized system and data management method and system - Google Patents

Computerized system and data management method and system Download PDF

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Publication number
WO2001095158A1
WO2001095158A1 PCT/US2001/018356 US0118356W WO0195158A1 WO 2001095158 A1 WO2001095158 A1 WO 2001095158A1 US 0118356 W US0118356 W US 0118356W WO 0195158 A1 WO0195158 A1 WO 0195158A1
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WO
WIPO (PCT)
Prior art keywords
information
status
apparatus
client
media
Prior art date
Application number
PCT/US2001/018356
Other languages
French (fr)
Inventor
Mark R. Mcnulty
Charles R. Robinson
Gregg M. Mcnulty
Original Assignee
Advanti.Com Corporation
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority to US58881600A priority Critical
Priority to US09/588,816 priority
Application filed by Advanti.Com Corporation filed Critical Advanti.Com Corporation
Publication of WO2001095158A1 publication Critical patent/WO2001095158A1/en

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Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L43/00Arrangements for monitoring or testing packet switching networks
    • H04L43/08Monitoring based on specific metrics
    • H04L43/0805Availability
    • H04L43/0817Availability functioning
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00Arrangements for maintenance or administration or management of packet switching networks
    • H04L41/04Architectural aspects of network management arrangements
    • H04L41/046Aspects of network management agents
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L43/00Arrangements for monitoring or testing packet switching networks
    • H04L43/06Report generation
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L43/00Arrangements for monitoring or testing packet switching networks
    • H04L43/12Arrangements for monitoring or testing packet switching networks using dedicated network monitoring probes

Abstract

A method and apparatus for managing and accessing information related to a computerized system (2) comprising collecting information regarding the status of the computerized system monitoring the information, translating the information into a user-friendly format, posting the user-friendly information on a client accessible Media (3), and providing one or more clients access to the Media. The invention further comprises generating a trouble ticket for problems which arise with the computerized system, posting the trouble ticket for problems which arise with the computerized system, posting the trouble ticket to the Media, updating a repair status in real time or near real time; and recording the ticket and each incremental status of the repair in a database.

Description

COMPUTERIZED SYSTEM AND DATA MANAGEMENT METHOD AND

SYSTEM

FIELD OF THE INVENTION

This invention relates to computerized systems and, more particularly, to the operation, management, support, maintenance, design and modification of such

systems.

( BACKGROUND OF THE INVENTION

Businesses often contract with third parties to house, operate, manage and/or maintain the business's computerized systems including but not limited to network servers, components and the information and data related to such systems. Once the systems are off-site or otherwise outsourced from the business, the business may experience (whether in reality or perception) a loss of control and/or the ability to monitor and be generally informed about such systems. For example, in the off-site system scenario, an in-house network manager may no longer be able to monitor, in real time, the status of a particular system or portions of such a system, the actions being taken to resolve problems with the system, the data required to determine whether or not the system requires optimization or expansion, or the , ability to monitor the third party's performance.

More particularly, many businesses have the need or desire to oversee the operation of their computer systems, but do not have the in-house specialists to manage, support, maintain, design and modify such systems. One ofthe more efficient ways for a business (the "Client") to operate and support the computer system is to contract with another entity (a "Manager") to house, operate, manage, support, maintain, design and/or modify the Client's computer systems, or parts thereof, including but not limited to hardware, software, operating systems, servers, applications, security measures, firewalls, network components, hubs, routers, switches and network resources. One problem which arises from such outsourcing of services is that the Client invariably gives up at least some ability to monitor the system, evaluate future system needs, identify the nature and extent of problems, when such problems arise, whether and how the problem is being addressed, how the problem is being resolved, when the problem will be corrected and audit performance of the Manager on a real time and historical basis.

Prior art solutions to these problems have included providing Clients with the ability to monitor all ofthe detailed information regarding the status ofthe system in a technical format which is unfriendly to the user. Interpretation of such formats typically requires the Client to employ highly skilled, technical personnel. Employment of such highly skilled personnel defeats one of the main purposes for outsourcing system operations and support. Although some prior art solutions do offer some simplification to and/or interpretation of the information provided in highly technical formats, such solutions either provide too little information to be meaningful or not enough simplification or interpretation to avoid the intervention of skilled technical personnel. Moreover, such prior art solutions are not flexible by their nature and, therefore, the Client does not have the ability to customize or have customized the information which is monitored and transmitted to them. Finally, the means by which information is conveyed to the Client is often provided through dedicated full-featured consoles or dashboards with minimal non-customizable information, rather than through the standard equipment, such as a single monitor or personal computer, which the Client may already have on site.

Therefore there exists a need for a flexible, customizable method and system which provides a Client with a means for real time, or near real time, access to information related to the Client's outsourced computerized systems. More particularly, the need exists for such a method and system which delivers information to the Client concerning its computerized systems, wherein the information may relate to the operation, management, support, maintenance, design and/or modification of such computerized systems and wherein the information is delivered to the Client in a form which is easily understood by the Client's personnel without the need for specialized knowledge, training or equipment.

SUMMARY OF THE INVENTION The present invention overcomes the limitations of the methods and systems of the prior art and currently available in the industry. More particularly, the present invention provides a flexible, customizable system in which the Client is provided with real time, or near real time, access to information required or desired by the Client concerning its computerized systems, along with allowing the Client to manage the activities of the Manager of the outsourced services without the need for specialized knowledge, training or equipment. The detailed information regarding the monitoring of the Client's computerized systems and/or networks is processed into a more user-friendly format, and only the information necessary or desired by the Client is provided. Minimal or no training is required for the user who will be monitoring the information delivered to the Client. The Client can customize, in the format the Client prefers, which particular information is posted for the Client's access. Further, no specialized equipment, such as consoles are required at the Client's site, since the critical information may be accessed through a personal computer via the Internet. Rather than fielding numerous calls to a help desk, the Manager automatically posts the Client specified information to, for example, a webpage and the Client can view the information on a real time or near real time basis without calling the Manager (which would be labor-intensive for both the Client and the Manager).

This invention provides the Client with a window into the Manager's data center, network controls and information. This window may provide the Client with, for example, current readings of the Client's applications, the hardware that hosts the applications, Internet Service Provider network connections, and the Client's Operating System running on the host server. In addition, trouble management data may be displayed and integrated, so that the Manager can provide the Client with the current state and status of each system problem. Further, the Manager may monitor the health of the Client's system through the use of existing systems, agents and management tools (collectively "System Management Tools") such as, for example, Compaq Insight Manager for critical hardware health functions, BMC software for operating system and applications statistics, NT Performance Monitor (Perfmon), MS Network Monitor (Netmon) and network router probe agents for WAN statistics and Internet feeds. Most of the existing System Management Tools require separate consoles for monitoring purposes and many operate only on specific hardware.

Although other architectures may be utilized, a three-tier architecture is generally preferred for the current invention. Tier 3 of the three-tier architecture includes the Client's own Internet webpage as well as the Client's applications servers, including software agents used to gather detailed information from the system or parts thereof, including but not limited to hardware, software, operating systems, servers, applications, security measures, firewalls, network components, hubs, routers, switches and network resources and the like. Tier 2 of the three-tier architecture includes the Manager's data collection servers used to store consolidated monitoring data and trouble ticket information associated with each system or part thereof, and one or more secure webpages that may be accessed by Clients to determine the status of their applications as well as to post the Client's customized information and trouble tickets concerning the System. Tier 1 ofthe three-tier architecture includes a web browser at the Client's location (e.g. Netscape Explorer) or accessed via the web by an Internet service provider ("ISP").

In utilizing the present invention a Client may desire to have one or more of its computer systems or part thereof, such as a local area network ("LAN") or a wide area network ("WAN"), including but not limited to hardware, software, operating systems, servers, applications, security measures, firewalls, network components, hubs, routers, switches and network resources (collectively "Systems") operated and managed by a Manager, which may or may not be a separate entity from the Client. The Client's System(s) optionally may be located in a facility to which the Client does not have routine access, such as a location which is off-site from the Client's location. However, the Client may desire to have the ability to monitor the Systems and have access to one or more types of information including but not limited to redundant systems, applications and hardware, the Manager's performance, service level agreement ("SLA") status (including but not limited to how much of the Client's prepaid services have been used or are available), hardware health, software health, application health, network connections health, operating system's ("OS") health, server health, server interface, security, firewall health, network statistics, trouble ticket status, Client's account status with the Manager and similar information (collectively referred to as "Critical Information"). Critical Information may or may not be customized to the Client's preferences. Additionally, the Client may or may not have a person to monitor this Critical Information who has been trained in reading information in generally available formats. Therefore, in the present invention, the Critical Information is provided to the Client in a format which is immediately useful and understandable by untrained or minimally trained Client personnel. In the instance that the Client should require more information, the Client will have access to such information.

The Manager operates and manages one or more of the Client's Systems according to the Client's specifications from the network control center ("NCC") by monitoring information directly from the System, the System Management Tools and other systems. Information may be displayed on one or more consoles depending on the type and number of Systems being monitored. All or part of the information concerning the Systems directed to the NCC consoles may be gathered by the network management system ("NMS"). The NMS preferably operates 24 hours a day, 7 days a week. A NMS may be dedicated to one or more Client's Systems, but most preferably to one Client System. Essentially, the NCC detects and manages problems which arise with a System, and collects all of the unformatted Critical Information directly from the System(s) or management resource systems, preferably along with other information regarding the operation of the Systems. The NMS collects all or part of the unformatted Critical Information from the System, preferably from the Management Agents regarding the operation of the System. Based on the information monitored by the NMS and/or the NCC, the Manager will know when to dispatch personnel to repair, rebuild, replace or troubleshoot the System or part thereof, including but not limited to hardware, software, operating systems, servers, applications, security measures, firewalls, network components, hubs, routers, switches and network resources. In addition, the information related to a particular problem, may include but not be limited to a designated problem reference number, identification of the particular problem, the start and end times for correction of the problem, the status of the repair, whether replacement of a particular component is required and the estimated time for correction of the problem, may be recorded in the NMS. The data recorded in the NMS regarding a particular problem is referred herein as "Trouble Ticket."

The NMS comprises one or more databases which contain one or more of the unformatted Critical Information, the Trouble Tickets, information regarding the Client's bills, and information regarding the security of the Systems (for example, any attempted breaches in security, the status of firewalls, and any known breaches of security). The Critical Information may or may not have the same information as the Trouble Ticket. Critical Information may be processed from its original format into a more user-friendly format understandable by laymen so that an untrained person could read and interpret the Critical Information and appreciate the condition of the System. If more detailed information is required, the Client may be able to access such information through the NMS. Unlike the prior art, in the present invention the Client has the ability to access the Critical Information and Trouble Tickets without having one or more consoles or other specialized equipment dedicated to this purpose. The Client can access this Critical Information and Trouble Tickets via a personal digital assistant, a pager, a telephone, a cellular phone, an intranet connection or an Internet webpage. If a Client desires, the Client can be notified of any Trouble Tickets via pager, email or other device. Most preferably, the Critical Information and Trouble Tickets are posted on a secure Internet webpage, which is preferably password protected, and the Client is connected to the Internet, preferably by a Tl line. By utilizing this invention, the Client can access the Critical Information and Trouble Tickets at any time. Additionally, the Manager's installation and repair personnel have access to the Critical Information and Trouble Tickets, so they can repair and replace the system or parts thereof and update the status of any problem.

Once a Trouble Ticket is generated for the Client, a reference number is associated with the Trouble Ticket ("Reference Number"). If the Client decides that it is necessary to contact the Manager directly, preferably by phone, email, or otherwise, the Manager can track the progress ofthe Trouble Ticket and underlying problem by using the Reference Number. Alternatively, the Client can phone the Manager via the Internet, utilizing voice over internet protocol ("VoIP") from the Trouble Ticket webpage. Based on the information provided by the VoIP, the Manager will automatically recognize the identity of the Client calling and the Reference Number of the Trouble Ticket. As the Client and Manager speak, the NMS may record with whom the Client spoke, the time of the conversation and other pertinent information and display such information on the Client's NMS webpage.

Additionally, through video interface over an intranet connection or Internet webpage, the Client may be able to see its hardware being housed in the Manager's facility.

Thus, the present invention provides a method for managing and accessing information related to a computerized system having a status, comprising the steps of: (1) collecting information regarding the status ofthe computerized system; (2) translating the collected information into a user friendly format; (3) transmitting the user-friendly formatted information to a Client accessible Media; and (4) providing one or more Clients with access to the Media.

The present invention further provides an apparatus for managing and accessing information related to a computerized system having a status, comprising: (1) a means for collecting information regarding the status of the computerized system; (2) a means for translating the collected information into a user-friendly format; (3) a means for transmitting the user friendly formatted information to a Client accessible Media; and (4) a means for providing one or more Clients with access to the Media.

The present invention still further provides an apparatus for managing and accessing information related to a computerized system having a status, comprising: (1) a collector of information regarding the status of the computerized system; (2) a translator of the collected information into a user-friendly format; (3) a transmitter for posting the usr-friendly formatted information to a Client accessible Media; and (4) a Client access provider to the Media. BRIEF DESCRIPTION OF DRAWINGS

The invention will become more readily apparent from the following description of preferred embodiments thereof shown, by way of example only, in the accompanying drawings wherein: Figure 1 is a block diagram depicting an embodiment of the system of the present invention.

Figure 2 is a block diagram depicting another embodiment ofthe system of the present invention.

Figures 3a-3c is a flowchart depicting yet another embodiment of the system ofthe present invention which details the steps ofthe inventive process.

Figures 4a-4b is a flowchart depicting still another embodiment of the system ofthe present invention, which details the steps ofthe inventive process.

Figure 5 is a flowchart depicting another embodiment of the system of the present invention. Figures 6a-6b is a flowchart depicting yet another embodiment of the system ofthe present invention.

Figures 7a-7t depict exemplary computer screens displayed to the Client in one embodiment ofthe system ofthe present invention.

DETAILED DESCRIPTION A preferred embodiment of this invention is shown in Figure 1. A

Manager operates and manages a System 1 for a Client. The operation and management of the System 1 includes monitoring the System 1 for any problems (including but not limited to hardware, software, operating systems, servers, applications, security measures, firewalls, network components, hubs, routers, switches and network resources problems), and whether the System 1 is operating adequately (including but not limited to whether hardware, software, operating systems, servers, applications, security measures, firewalls, network components, hubs, routers, switches or network resources should be upgraded, repaired, rebuilt or replaced, and how the System 1 is responding to demands over time). All ofthe detailed information regarding the System 1 is transmitted to a NMS 2, which is connected to the System 1. The NMS 2 stores this detailed information in one or more databases and processes the detailed information to format Critical Information into a user-friendly format. The Critical Information is defined by the Manager or preferably by the Client. Critical Information is in turn posted to a Client accessible Media 3 (preferably an intranet, or an Internet webpage) which may alternatively, be accessible by one or more Client's hereinafter referred to as the "Media 3"). The Client may access the Media 3 via a web browser or ISP, preferably via Tl lines. Trouble Tickets are also processed by the ΝMS 2, are stored in a NMS 2 database, and are posted to the Media 3. Most preferably, each Client has access to a webpage for the Critical Information and/or Trouble Tickets via Media 3.

Another preferred embodiment of this invention is shown in Figure 2. One or more Clients' Systems 1 may be operated and managed by the Manager. A single server may be used for one or more Clients. The operational status of each of the Client's Systems 1 and any potential problems with the Systems 1 are monitored and all of the information is gathered by the NMS 2 for storage in one or more databases. The NMS 2 is connected to the Systems 1. Critical Information, which has been defined by the Manager and/or the Client, is processed by the NMS 2 into a user-friendly format, which is in turn posted to one or more Media 3. Trouble Tickets are also processed by the NMS 2, are stored in one or more NMS 2 database, and are posted to the Media 3. Most preferably, each Client has access to one or more Media 3 such as, for example, one or more webpages on the Internet, which webpages convey Critical Information in a user-friendly format.

Figures 3a-3c show the flowchart of another embodiment of the invention. In step 12, the Manager and Client enter into an agreement under which the Manager will operate, house and monitor their Systems 1. Client Systems 1 is configured for the Client's use and preferably to the Client's specification in step 13. In the interest of maintaining Client Systems 1 in an optimal operating condition, access to Systems 1 is limited to the Manager and specified individuals in step 14. Communication consisting of the detailed information regarding the operation of Systems 1 is sent to the ΝMS 2 in step 15. The detailed information may contain too much information in order to be useful to the Client, so the detailed information is filtered or otherwise edited to create a file of Critical Information in step 16. In order to be user-friendly, the Critical Information is processed and manipulated by the NMS 2 in step 17. Critical Information is posted on a Secure Internet webpage or other appropriate Media 3, in step 18. At any time, in step 19, the Client may access the Critical Information via the webpage or web accessible device after entering the Client's id and password for authentication or decrypting the webpage or other Media 3, or by calling or emailing the Manager.

Another feature of the present invention, which may be incorporated into other embodiments of the invention, is illustrated in Figures 4a-4b. The NMS 2 continuously receives information on and monitors the status of the Systems 1 and their operations, including but not limited to information on the hardware, software, operating systems, servers, applications, security measures, firewalls, network components, hubs, routers, switches and network resources associated with the Systems 1, in step 20. In step 21, the NMS 2 continuously checks whether there are any problems with each System 1 and/or its operations including but not limited to hardware, software, operating systems, servers, applications, security measures, firewalls, network components, hubs, routers, switches and network resources failures or malfunctions. If the System 1 and its operations are performing normally and as required, the Critical Information reflects the normal status of the System 1 and no Trouble Ticket is issued for this System (or its components) 1, as shown in step 25.

Returning to step 21 of Figure 4a, if the detailed information does not reflect the normal state of operation, there is a problem and the detailed information and data related to the problem is stored in one or more databases in NMS 2 as depicted by step 22. Step 22 also comprises the generation of one or more Trouble Tickets for each problem. Each Trouble Ticket may include a reference number, a description of the problem, the start and end time, and the status of a repair or replacement. The detailed information and data related to the problem is processed by NMS 2 into a more user- friendly format in step 23. In step 24 the formatted information is filtered to reflect only the Critical Information and the Trouble Ticket, which is posted to one or more Media 3, accessible only to the Client and which Media 3 is preferably a password protected Internet webpage. The Client may access the Critical Information and/or one or more Trouble Tickets at any time via Media 3, preferably an Internet webpage, web accessible device after entering the Client's id and password or phoning the Manager in step (26). Figure 5 displays a flowchart of another embodiment of the invention. In this embodiment, the Manager operates and manages one or more of the Client's Systems 1 (possible components of which are displayed in Figure 5 as 28) by installing or activating management agents ("MA") 29 to collect detailed information from the Systems 1 or parts thereof including but not limited to hardware, software, operating systems, servers, applications, security measures, firewalls, network components, hubs, routers, switches and network resources. These MA 29 may include Compaq Insight Manager Agent for critical hardware health functions, BMC software agent for operating system and applications statistics, NT Performance Monitor Agent ("Perfmon"), MS Network Monitor Agent ("Netmon") and network router probe agents for WAN statistics and Internet feeds. Information from the MA 29 collected by the NMS 2. The NMS 2 consolidates the detailed information and Trouble Tickets associated with the Client System 1, and a secure webpage is used by the manager for Client's to access to determine the health of their applications and see the Critical Information and Trouble Tickets. The Client accesses the Manager's webpage via a web browser or other appropriate device 3, preferably at the Client's location, or accessed via webpage or web accessible device after entering the Client's id and password. Additionally, the Client may remotely access the Critical Information and/or Trouble Tickets via email, a personal digital assistant, pager, phone or other appropriate device 3. Figures 6a-6b illustrate, via a flowchart, another embodiment of the invention and exemplifies how a particular problem detected in System 1 may be addressed by the present invention. The NMS 2 continually receives information from the System and monitors the Systems for any problems. If, for example, a hard drive fails at step 32, the NMS 2 gathers the detailed information regarding the hard drive and its operation, while a redundant system automatically switches on at step 33. The Manager's NMS 2 processes the detailed information to obtain the Critical Information and creates a Trouble Ticket with information regarding the problem at step 34. A reference number ("Reference Number") is assigned to the Trouble Ticket and the Trouble Ticket is posted on a secure Internet webpage 3, noting that particular hard drive has failed and that the redundant system component was activated at step 35. The Trouble Ticket generated reflects that the hard drive needs to be replaced and also how the problem is being addressed at step 36. At that point, the Manager will begin the process for having the hard drive replaced, and the Trouble Ticket will reflect real time or near real time information related to the status of the replacement estimated completion time for the replacement 37. In addition, a historical record of all of the past statuses of the Trouble Ticket may be stored and reflected in the Internet webpage 3 so that the Client can reference the history of the problem. Once the hard drive has been replaced, the Trouble Ticket is updated to reflect that the hard drive has been replaced at step 38.

Figures 7a-7t are print outs of computer screens which exemplify the format ofthe data which may be provided to the Client via Media 3 in one embodiment of the invention. Figures 7a, 7e, 71, and 7r are examples of the Critical Information which may be displayed on a top-level webpage. The Client can review the top-level webpage. In addition, as depicted by this example, more information may be obtained by clicking on the relevant topic in the top-level webpage. In this example, Figures 7b-7d show the performance status, hardware status and security status of various servers, while the status of each application is reported in Figures 7f-7k. If a Client is interested in one or more Trouble Tickets, Figures 7m-7q depict examples of webpages which detail the Trouble Tickets, and the webpages through which Voice over Internet Protocol contact may be made. Finally, in this example, the Client may access Critical Information regarding network connections on the webpages depicted in Figures 7s-7t.

The present invention may be embodied in other specific forms without departing from the spirit or essential attributes of the invention. Accordingly, reference should be made to the appended claims, rather than the foregoing specification, as indicating the scope ofthe invention.

Claims

What is claimed is:
1. A method for managing and accessing information related to a computerized system having a status comprising the steps of: collecting information regarding said status of said computerized system; translating said information into a customizable user-friendly format; transmitting said customizable user-friendly formatted information to a client accessible Media; and providing one or more clients with access to said Media.
2. The method of claim 1 further comprising: customizing a display on said Media.
3. The method of claim 1 wherein said step for collecting information comprises: information from one or more of the group consisting of hardware, software, operating systems, servers, applications, security measures, firewalls, and network resources.
4. The method of claim 1 further comprising the step of: storing said collected information in one or more databases.
5. The method of claim 1 further comprising the steps of: storing said formatted information in one or more databases.
6. The method of claim 1, wherein said formatted information comprises one or more ofthe group consisting of service level agreement status, video interface, hardware health, application health, operating system health, server interface, security, health monitoring, network statistics, account status and trouble ticket status.
7. The method of claim 1, wherein said Media comprises one or more of the group consisting of an internet webpage, an intranet webpage, a networked computer, a networked database, and a video feed.
8. The method of claim 1 wherein said client's access to said Media comprises one of the group consisting of an internet browser, an internet service provider, a telephone, a personal digital assistant, a pager, cellular phone and web accessible device.
9. The method of claim 1 wherein said trouble ticket comprises one or more of the group consisting of a title, a normal value, a deviant value, a start time, an end time, a status of repair, a status of replacement, and an estimated time of completion.
10. The method of claim 1 further comprising the steps of: generating a trouble ticket for each deviation from normal; posting the ticket to the Media; updating a repair status in almost real time; recording the ticket and each status in one or more databases; providing help desk information to a client via a voice over internet protocol; and automatically logging time and persons involved in a voice over internet protocol conversation.
11. The method of claim 1 wherein said step for translating further comprises: filtering the information for critical information.
12. The method of claim 1, further comprising the step of: monitoring said collected information for one or more deviations from normal.
13. The method of claim 12 further comprising the steps of: generating a trouble ticket for each deviation from normal; posting said ticket to said Media; updating a repair status in real or nearly real time; and recording said ticket and each repair status in one or more databases.
14. An apparatus for managing and accessing information related to a computerized system having a status comprising: a means for collecting information regarding said status of said computerized system; a means for translating said collected information into a customizable user-friendly format; a means for transmitting said customizable user-friendly formatted information to a client accessible Media; and a means for providing one or more clients with access to said Media.
15. The apparatus of claim 14 further comprising: a means for customizing a display on said Media.
16. The apparatus of claim 14 wherein said means for collecting information further comprises: a means for collecting information from one or more of the group consisting of hardware, software, operating systems, servers, applications, security measures, firewalls, and network resources.
17. The apparatus of claim 14 further comprising: a means for storing collected information in one or more databases.
18. The apparatus of claim 14 further comprising: a means for storing formatted information in one or more databases.
19. The apparatus of claim 14 wherein said formatted information comprises one or more of the group consisting of service level agreement status, video interface, hardware health, application health, operating system health, server interface, security, health monitoring, network statistics, account status and trouble ticket status.
20. The apparatus of claim 14 wherein said Media comprises one or more ofthe group consisting of an internet webpage, an intranet webpage, a networked computer, a networked database, and a video feed.
21. The apparatus of claim 14 wherein said client's access comprises one of the group consisting of an internet browser, an internet service provider, a telephone, a personal digital assistant, a pager, cellular phone and web accessible device.
22. The apparatus of claim 14 wherein said trouble ticket comprises one or more ofthe group consisting of a title, a normal value, a deviant value, a start time, an end time, a status of repair, a status of replacement, and an estimated time of completion.
23. The apparatus of claim 14 further comprising: a means for generating a trouble ticket for each deviation from normal; a means for posting the ticket to said Media; a means for updating a repair status in almost real time; a means for recording the ticket and each status in one or more databases; a means for providing help desk information to a client via a voice over internet protocol; and a means for automatically logging time and persons involved in a voice over internet protocol conversation.
24. The apparatus of claim 14 wherein said means for translating further comprises: a means for filtering the information for critical information.
25. The apparatus of claim 14, further comprising: a means for monitoring said collected information for one or more deviations from normal.
26. The apparatus of claim 25 further comprising: a means for generating a trouble ticket for each deviation from normal; a means for posting the ticket to said Media; a means for updating a repair status in almost real time; and a means for recording the ticket and each status in one or more databases.
27. An apparatus for managing and accessing information related to a computerized system having a status comprising: a collector of information regarding said status of said computerized system; a translator of said collected information into a customizable user-friendly format; a transmitter for posting said customizable user-friendly formatted information to a client accessible Media; and a client access provider to said Media.
28. The apparatus of claim 27 further comprising: a means for customizing a display on said Media.
29. The apparatus of claim 27 wherein said collector further comprises: a collector of information from one or more of the group consisting of hardware, software, operating systems, servers, applications, security measures, firewalls, and network resources.
30. The apparatus of claim 27 further comprising: one or more databases for storage of collected information.
31. The apparatus of claim 27 further comprising: one or more databases for storage of formatted information.
32. The apparatus of claim 27 wherein said formatted information comprises one or more ofthe group consisting of service level agreement status, video interface, hardware health, application health, operating system health, server interface, security, health monitoring, network statistics, account status and trouble ticket status.
33. The apparatus of claim 27 wherein said Media comprises one or more ofthe group consisting of an internet webpage, an intranet webpage, a networked computer, a networked database, and a video feed.
34. The apparatus of claim 27 wherein said client's access comprises one of the group consisting of an internet browser, an internet service provider, a telephone, a personal digital assistant, a pager, cellular phone and web accessible device.
35. The apparatus of claim 27 wherein said trouble ticket comprises one or more ofthe group consisting of a title, a normal value, a deviant value, a start time, an end time, a status of repair, a status of replacement, and an estimated time of completion.
36. The apparatus of claim 27 further comprising: a generator for a trouble ticket for each deviation from normal; a processor for posting the ticket to said Media; a processor for updating a repair status in almost real time; a recorder for recording the ticket and each status in one or more databases; a provider of help desk information to a client via a voice over internet protocol; a time keeper for automatically logging time; and a recorder for recording persons involved in a voice over internet protocol conversation
37. The apparatus of claim 27 wherein said translator further comprises a filter for filtering the information for critical information.
38. The apparatus of claim 27, further comprising: a monitor of said collected information for one or more deviations from normal.
39. The apparatus of claim 38 further comprising: a generator for a trouble ticket for each deviation from normal; a processor for posting the ticket to said Media; a processor for updating a repair status in almost real time; and a recorder for recording the ticket and each status in one or more databases.
PCT/US2001/018356 2000-06-06 2001-06-06 Computerized system and data management method and system WO2001095158A1 (en)

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