Patent ID: 7143415

Claim:
An apparatus for delivering remote enterprise support comprising: a user interface that accepts information defining requests for assistance or reports of problems from users; an event handler that accepts information defining reports of events from annunciators and/or investigators associated with hardware and/or software; a source of configuration and contact information relating to unmanned computers or nodes as well as to manned computers; an incident management system communicatively connected to the user interface, the event handler, and the source of configuration and contact information, wherein the incident management system uniformly combines and conveys and manages all of this information, making it available to service personnel, wherein the source of configuration and contact information is obtained by scripts which are configured to run periodically on the unmanned computers, the manned computers and the nodes, irrespective as to whether or not any fault conditions are detected to exist on the unmanned computers, the manned computers, and the nodes; a plurality of content servers; a first load balancer that is communicatively connected to the plurality of content servers and that is communicatively connected to receive the uniformly combined and conveyed information output by the incident management system, as well as other uniformly combined and conveyed information output by other incident management systems, and that performs load balancing on all of the uniformly combined and conveyed information so as to not overload any of the plurality of content servers that perform further processing on that information; a second load balancer communicatively connected to receive data output by the plurality of content servers; and a plurality of analyst servers communicatively connected to the second load balancer, wherein the second load balancer performs load balancing on data output by the plurality of content servers and that only outputs incident report data of the data output by the plurality of content servers to the plurality of analyst servers, the plurality of analyst servers performing analysis on the data output by the plurality of content servers.