Whether an incident is a network breach or a terrorist attack, in today's environment, it is increasingly important for rapid responsiveness to incidents and events. JBISoft, Inc. has created EPRS, a web-based system that brings trusted Subject Matter Experts from around the world together in a collaborative virtual environment to enable fast incident resolution.
Every organization or enterprise encounters their own unique set of operational problems; a server going down, the network not working, computers/applications having problems, etc. The process of resolving a problem is usually a chaotic process of making phone calls and sending email trying to contact the person or people in charge of addressing the problem. This is not an efficient problem solving approach. The EPRS, given a problem description, will generate a suggested course of action based on past experience, or bring together a collaborative team of people who have expertise over the subject matter of the problem. This removes the chaos. Once a new problem is resolved by a team of experts, the data of the resolution and the course of action taken by the participants is stored. The next time a similar problem arises, the resolution process is far more efficient.
EPRS consists of the following core elements, each designed to facilitate real time, virtual, and secure Subject Matter Expert collaboration:
A registry for the users of the EPRS. A user's profile, including their skill sets, is available to be searched for formation of virtual teams. These profiles are stored through an API that will support various storage protocols (LDAP, Relational Databases, etc.).
Virtual teams need to communicate ideas. The expert problem resolution system accomplishes this by providing links to existing collaboration tools (secure chat, NetMeeting etc.); it also provides incident resolution documentation archiving.
The formation of virtual teams involves the choosing of team members. The Expert Problem Resolution System provides for searching user profiles buy skill, authority, and availability.
A virtual team of experts will consist of members with various system requirements. The Expert Problem Resolution System uses a web based front end that utilizes HTML/JavaScript on the client browser and Java/JSP/JavaBeans on the server side to provide an interface accessible and viewable by the team members.