|Device Healthcare - Support Intelligence|
You can't kill what you can't see
The software architecture of Device HealthCare is designed to handle many information sources and accommodate the addition of new data sources easily. This is done by using a uniform triggering mechanism that runs DARTs when a collection of specified data sources meet certain criteria. During initialization, each DART registers with the engine, specifying which data sources and criteria should trigger it. When a DART is triggered, the engine passes it a data structure indicating the reason it was triggered, along with information associated with each data source at the time of the triggering.
The Device HealthCare engine is constantly adding more sources of information for detection and diagnosis. The list is already impressive and includes:
With this arsenal of extensive, powerful, and flexible methods, a huge array of support issues can be detected and diagnosed.
Any support organization will immediately benefit from the vastly increased amount of information available through Support Intelligence. This kind of information is required for understanding details about what is happening on devices, in specific areas such as:
Other offerings have their roots in the "monitoring" paradigm. They typically have access to a few different kinds of information. Some examples are:
This kind of information works well for checking general operational parameters, but is not sufficient for true diagnosis of support issues. For that, the sophistication of true Support Intelligence is required. The software architecture of other offerings is often geared toward a monitoring and reporting cycle, and may not easily lend itself to adding a large number of data sources. By contrast, Device HealthCare has incorporated this design from its inception.