A method, system and computer program product for automated technical support in a computer network having a client machine and at least one server. The method begins by selecting a diagnostic map useful in gathering diagnostic data for evaluating a given technical problem requiring diagnosis and correction. The diagnostic map encapsulates a set of one or more methods that, upon execution, explore the client machine and gather data. The diagnostic map is then executed by a diagnostic engine to generate a data set indicative of a current operating state of the client machine. This data set is forwarded from the client machine to the server for analysis. Based on the analysis performed at the server node, the data gathering process is repeated at the client machine, iteratively, until given information is available to a user of the client machine to correct the given technical problem.

Disclosed are a system and method of remotely providing diagnostic procedures to a processing system. Upon being launched on a processing system, an agent process may receive data to provide one or more diagnostic procedures from a data network coupled to the processing system. One or more of the diagnostic procedures may then be executed to provide diagnostic results.

The invention provides a method and computer-readable medium for generically reporting the occurrence of an event occurring within a computer system. When an event occurs, parameter values corresponding to one or more predefined parameters that describe the event are identified. The parameter values are then stored in a normalized database configured for storing event parameters corresponding to the occurrence of an unlimited number of event types.

A method for creating knowledge bases comprises conducting a baseline analysis of aspects of developing a knowledge base. At least one aspect is surveyed, results developed, and a knowledge base complexity indicator is developed to demonstrate for each aspect an expected level of effort required in developing and operating the knowledge base. The results are used to define a scope of and approach for developing the knowledge base. They are input to an in-depth analysis, which may comprise a domain analysis, a reservoir analysis, and a vector analysis, and a construction and seeding plan for the knowledge base is output. The knowledge base is constructed and seeded in accordance with the plan. A deployment plan for deployment of the knowledge base is developed, and used to deploy the knowledge base. Operational processes for using, monitoring and maintaining the knowledge base are specified and implemented according to their specifications.

Public or private remote access infrastructures in a communication system are used to facilitate communications between a remote site and a centrally located diagnostic center using only local telephone calls. The diagnostic center as well as one or more remote sites at which monitored equipment is located are coupled to a wide area network (WAN). When data are to be transferred from a remote site to the central diagnostic center, the remote site initiates a local telephone call to a point-of-presence (POP) server on the WAN backbone. This could be an Internet Service Provider (ISP) if the Internet is used, or an intranet if a private network is used. Data are then transferred to the POP server. To complete the transfer, the diagnostic center retrieves the data from the POP server using the public or private wide-area network (the Internet or intranet). The data transfer can be performed either on a scheduled basis, or when an alarm condition is detected at the remote site. The central diagnostic center can use a wireless paging service to prompt the remote site to couple to the POP server.