Method and system for managing a plurality of remote assets, such as a fleet mobile assets is provided. The method allows for collecting data regarding each of a plurality of remote assets. The collected data is used to develop historical information regarding actual usage of each remote asset. The information is distributed via a global information network.

System and method for managing a fleet of remote assets

A method and apparatus are disclosed for managing software components in a network of computers such as a local area network or the Internet. Each software component includes a binary object and at least one interface to the binary object. Suitable software components include OLE components. The network includes a registry file identifying currently registered components and their locations. The network also includes a component server computer on which unregistered components reside. A database associates software component identifiers with software component locators. Suitable databases include Novell NetWare Directory Services databases and Internet search engine databases. Database objects or entries representing unregistered components are found by a search based on the class identifier of a desired component. Software components found by the search are selected, transferred as needed, and then registered, thereby making them available to clients.

Method for managing globally distributed software components

The invention disclosed herein enables a collection of computers and associated communications infrastructure to offer a new communications process which allows information providers to broadcast information to a population of information consumers. The information may be targeted to those consumers who have a precisely formulated need for the information. This targeting may be based on information which is inaccessible to other communications protocols. The targeting also includes a time element. Information can be brought to the attention of the consumer precisely when it has become applicable, which may occur immediately upon receipt of the message, but may also occur long after the message arrives. The communications process may operate without intruding on consumers who do not exhibit the precisely-specified need for the information, and it may operate without compromising the security or privacy of the consumers who participate.

Relevance clause for computed relevance messaging

An automated system and method for diagnosing and resolving computer-related problems from a product support center. The traditional roles of the product engineer and customer are largely supplanted by execution of specialized client/server software programs on the respective computers. These programs exchange diagnostic and--in some cases--remedial data over the same telephone circuit used by the engineer and customer. The resulting system accelerates diagnosis and resolution of the customers' problems, reduces product support costs, and improves customer satisfaction.

System and method for providing automated customer support

There is disclosed a system for detecting and avoiding faults stemming from conflicts in hardware and/or software configurations in a computer system. The system comprises communications circuitry that, from time to time, automatically transmits at least part of the current hardware and software configuration data of the computer system to a remote data source capable of identifying inherent conflicts in the hardware and software configuration. The remote data source then transmits to the computer system software revisions that are capable of resolving the inherent conflicts. After the communications circuitry receives the software revisions, processing circuitry in the computer system modifies the current software configuration according to the received software revisions.

System and method for distributing configuration-dependent software revisions to a computer system

The present invention provides methods and a computer-readable program for providing autonomic, event driven upgrade maintenance of one or more software modules residing on a computer system. In a preferred embodiment, a method begins by detecting a predefined triggering event on the computer system indicative of a potential maintenance issue. Next the computer system connects to an upgrade management server, where the upgrade maintenance server creates a list of recommended upgrade modules to download to the computer system, the list based upon the triggering event and a set of selection policies. The method then downloads the list of recommended upgrade modules from the upgrade management server to the computer system, and selectively installs upgrade modules chosen from the list of recommended upgrade modules on the computer system. The user is then notified of the status of the upgrade maintenance operation.

Computer application and methods for autonomic upgrade maintenance of computer hardware, operating systems and application software

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.

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

An apparatus, program product, and method utilize a dynamic, automated, extensible and flexible intelligent agent-based product support “framework” to facilitate the provision of product support services to customers of computer-related products. Agent platforms are utilized on both a customer computer and a product support computer, with different agents configured to execute on one or both of such computers. Automated analysis and/or creation of remedial actions, based upon cross-customer operational data, and often relying upon intelligent agents for many or all of such actions, may be used to decrease product support personnel burden and effort. Publishing control may be provided to limit distribution of certain intelligent agents, as may multi-agent remediation of undesirable operational conditions, where agents from multiple parties collectively address a problem experienced by a customer.

Product support of computer-related products using intelligent agents

Embodiments of the present invention provide an integrated methodology that simplifies upgrade choices for complex computer products through the use of automation and integration of product monitoring and business applications with, for example, web based capabilities. Historical information for computer systems is collected and transmitted to a remote support system. Over time, sufficient historical data provides a historical view of the systems indicative of usage and facilitating the choice of product enhancements, upgrades and customization. Further, this historical view may be integrated with the advances in the product that are kept by the remote support system as well as with the performance requirements of third party application providers.

Method and apparatus upgrade assistance using critical historical product information

An apparatus, program product, and method utilize distribution control information associated with intelligent agents to manage the distribution of such intelligent agents Such distribution management may be incorporated into a dynamic, automated, extensible and flexible intelligent agent-based product support “framework” to facilitate the provision of product support services to customers of computer-related products In such a framework, agent platforms may be utilized on both a customer computer and a product support computer, with different agents configured to execute on one or both of such computers

Earl Walter Emerick

Papers

Computer application and methods for autonomic upgrade maintenance of computer hardware, operating systems and application software

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

Product support of computer-related products using intelligent agents

Method and apparatus upgrade assistance using critical historical product information

Distribution management of intelligent agents using distribution control information