Reiki: Serviceability Architecture and Approach for Reduction and Management of Product Service Incidents

: © Reiki: Serviceability Architecture and Approach for Reduction and Management of Product Service Incidents Chris Connelly, Brian Cox, Tim Forell, Rui Liu, Dejan Milojicic, Alan Nemeth, Peter Piet, Suhas Shivanna, Wei-Hong Wang HP Laboratories HPL-2009-88 serviceability, support, incidents, failure reduction 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. Hardware is generally more reliable, failures are moving from hardware to firmware, software, and applications. The...

• Type: Conference
• Year: 2009
• Where: ICWS
• Authors: Chris Connelly, Brian Cox, Tim Forell, Rui Liu, Dejan S. Milojicic, Alan Nemeth, Peter Piet, Suhas Shivanna, Weihong Wang
• Keywords: Computer Science, Enable Unified Serviceability, ICWS 2009, Incidents Cost, Product Service Incidents