Patent ID: 8181069

Claim:
A computer-implemented method for problem determination using probe collections and problem classification for technical support services, comprising: monitoring and collecting, by a processor, data associated with a running computer system; raising an alarm, automatically by the processor, based on the monitored and collected data; probing the computer system for additional information associated with the alarm based on a probe plan including composite probes and control flow, data transformations and flow with decision control flow, stored in a shared repository, the shared repository being updatable by a community of probe developers wherein the community is enabled to provide instructions for querying the computer system by way of one or more probes stored in the shared repository; filtering the monitored and collected data based on the additional information established from probing, the filtering including filtering out one or more replies from one or more components of the computer system running flawlessly and localizing one or more failing resources; and using the filtered data to label a problem associated with the raised alarm.