Method, system and computer program product for iterative distributed problem solving

摘要

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.