US007617073B2
`
`(12) Ulllted States Patent
`Trinon et a].
`
`(10) Patent N0.:
`(45) Date of Patent:
`
`US 7,617,073 B2
`Nov. 10, 2009
`
`(54) SYSTEM AND METHOD FOR ASSESSING
`AND INDICATING THE HEALTH OF
`COMPONENTS
`
`9/1998 Li et al.
`5,802,383 A
`6,311,175 B1 * 10/2001 Adriaans et a1. ............ .. 706/25
`6,456,306 B1
`9/2002 Chin et a1.
`6,615,166 B1* 9/2003 Guheen et al. .............. .. 703/27
`
`75
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`(
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`)
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`_
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`_
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`Inventors‘ £52m Mlz'riTrtlnwkLggégfBE)’ ohvler
`lgna“ ’ us In’
`
`.
`
`.
`
`_
`
`.
`
`.
`
`.
`(73) Asslgn?’Z BMC software’ Inc-a Houston’ TX (Us)
`
`( * ) Notice:
`
`Subject to any disclaimer, the term of this
`patent is extended or adjusted under 35
`U_S_C_ 154(1)) by 1375 days'
`
`(21) Appl. N0.: 10/377,092
`
`_
`.
`(22) Flled-
`
`(65)
`
`Feb- 28’ 2003
`_
`_
`_
`Prlor Publlcatloll Data
`
`2002/0054169 A1
`
`5/2002 Richardson
`
`9/2002 Trinon et al. .............. .. 709/204
`2002/0138571 A1 *
`1/2003 Ridolfo et al.
`2003/0005486 A1
`2003/0095142 A1* 5/2003 Patrizio et a1. ............ .. 345/744
`2005/0283445 A1 * 12/2005 Trinon et al. ................ .. 705/75
`
`FOREIGN PATENT DOCUMENTS
`
`W0
`
`WO 98/24094
`
`6/1998
`
`OTHER PUBLICATIONS
`
`EPO Search Report for European Patent Application No. 03708433.
`2iPCT/IB0301196 dated Dec. 6, 2005.
`PCT International Search Report for International Application No.
`PCT/IB03/01196 dated Jan. 28, 2004.
`
`US 2004/0024571 A1
`
`Feb. 5, 2004
`
`* Cited by examiner
`
`Related US. Application Data
`(60) Provisional application No. 60/360,742, ?led on Mar.
`1 2002
`
`Primary ExamineriHal D Wachsman
`(74) Attorney’ Agent’ 7r Flrmiwong’ Cabeno’ Lutsch’
`Rutherford & Brucculen, L.L.P.
`
`(51) Int- Cl-
`
`(57)
`
`ABSTRACT
`
`_
`_
`_
`A system and method for Visualization of the components of
`an enterprise system and the rendering of information about
`the health or status of the enterprise system, its components,
`and/or its subcomponents. The invention uses a combination
`of color codes or other indicators and a combination of algo
`rithms and/or rules-based systems to control the computation
`of status/severities to associate to components and setup the
`color codes and indicators.
`
`9 Claims, 1 Drawing Sheet
`
`G06F 11/32
`G06F 11/36
`(52) U S Cl
`,'
`'
`' """ "I """ "_ """ "
`(58) Fleld of Classl?catlon Search
`h h. t’
`S
`1.
`t.
`?l f
`1 t
`ee app lea Ion e or Comp 6 e Seam 15 Dry’
`References Cited
`
`(2006.01)
`(200601)
`702/183_ 702/186 717/120
`’
`’
`132/1188?
`’
`
`(56)
`
`US. PATENT DOCUMENTS
`
`5,436,909 A
`
`7/1995 Dev et al.
`
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`[(1
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`)0 (L
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`)..
`
`CollecluMew Asset Explorer
`
`MauView
`
`ServiceNow's Exhibit No. 1001
`
`001
`
`

`
`US. Patent
`
`Nov. 10, 2009
`
`US 7,617,073 B2
`
`5 6E
`
`
`
`T5282 A 556x532 T555626";
`
`8% is :3 mi
`
`000
`
`ServiceNow's Exhibit No. 1001
`
`002
`
`

`
`US 7,617,073 B2
`
`1
`SYSTEM AND METHOD FOR ASSESSING
`AND INDICATING THE HEALTH OF
`COMPONENTS
`
`This application claims priority to Provisional Application
`No. 60/360,742 ?led on Mar. 1, 2002, Which is incorporated
`herein by reference. Also, this application incorporates by
`reference the program code provided on compact disc, in
`duplicate, contained in ?le “l0377092_ComputerListing,”
`created on Jun. 5, 2008, and consisting of 10.3 KB.
`
`FIELD OF THE INVENTION
`
`The present innovation preferably relates to the Availabil
`ity Management and Business Processes/Systems Manage
`ment of the Enterprise Systems Management (ESM) ?eld
`Where programs or humans assess the “health” of the various
`components, including information technology (IT) compo
`nents or non-IT components, Which are combined to build a
`complex system delivering a service.
`
`BACKGROUND OF THE INVENTION
`
`In today’s environments, companies are setting up very
`complex systems in order to provide services to their custom
`ers. Those services are often built using a large variety of
`components. For example, those components can be comput
`ers, computer peripherals, computer programs, networking
`equipment, and manufacturing equipment. Components can
`also be virtual components like business processes that can be
`combined into a business system.
`The different components relate to each other in different
`Ways. Some components are being parts of others, While some
`components are using the service provided by other compo
`nents in some Way. Those systems are represented in a num
`ber of different Ways through Graphical User Interfaces
`(GUI) of computer programs. The more common representa
`tions are:
`A single vieW shoWing the components at one level, such as
`the WindoW seen When a user double clicks on the icon
`representing the computer on his or her desktop;
`An expandable tree (like in the left WindoW of the WIN
`DOWS® EXPLORER); and
`An star tree, such as the technology from Inxight SoftWare
`Inc.
`The users can navigate through the representation of the
`systems by expanding parts of the tree or by selecting the
`icons representing the component they Want to explore fur
`ther. This typically results in shoWing more details over the
`selected component. In doing so, the user can see the com
`ponents that are part of the selected component or compo
`nents that the selected component is depending upon.
`HoWever, With very complex systems, the amount of com
`ponents to display quickly surpasses the capacities of today’s
`computer screens. That is Why the GUIs are typically shoWing
`only one subset of the components of the system. The differ
`ent representations are using different techniques for that
`matter but in any case they simply reduce the amount of
`components displayed to those being close to the last selected
`component.
`When it comes to render the “health” or status information
`about the displayed components, the solutions implemented
`today are relying on some coloration applied to, around, or
`behind the icons representing the component. The color used
`indicates a severity level associated to the “health”/status of
`the component. This coloration technique has been used since
`the ?rst implementation of such softWare. Different colors
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`Were associated to different severity levels, translating differ
`ent “health” conditions. Those “health” conditions are usu
`ally conveyed to the softWare as alarms, alerts, events, Simple
`NetWork Management Protocol (SNMP) traps or equivalent
`forms. As discussed herein, these are sometimes referred to as
`events.
`To translate hoW severe they are, a scale of severities is
`usually provided. Color codes are then associated to each
`severity level. There are tWo common Ways of determination
`for the component coloration:
`the component is colored using the color of the highest
`severity amongst the events; and
`a status is computed from the events associated With the
`component. The status is assigned a severity (through
`some computation) and the color associated to that
`severity is used.
`When currently available softWare have been applied in
`situations Wherein the number of components made it dif?
`cult or impossible to display all the components, propagation
`techniques have been developed so that a component Would
`get a color depending on its oWn health, but also on its sub
`parts or the components depending on it. Notably, all existing
`implementations are using a single color code per component.
`Typically, the color of the component Will be determined
`by the highest severity among the status/alerts of the compo
`nent itself and its subcomponents or components it depends
`upon. This means that some information is lost because When
`the component is assigned a color code, it is not possible to
`knoW if it is because of its oWn status/alerts or the ones from
`its subcomponents.
`Some variations have been introduced, but they still use
`one single color code. For example, in HPTM OPENVIEW,
`the color of a component can be the result of a computation
`that is looking at the percentage of components at a given
`severity level to decide about the severity to associate to the
`component that they are part of or that depends on them.
`Additionally, BMC SoftWare has created PATROL®
`Explorer Which uses WINDOWS® EXPLORER-like dis
`plays to portray the enterprise hierarchically and topical maps
`to display the enterprise geographically or logically. More
`over, TIVOLITM BUSINESS SYSTEMS MANAGER uses
`hyperbolic technology to provide information such as hoW an
`outage affects enterprise resources and relationships.
`Because some information is lost in the process of aggre
`gating the severities to one single color, there are some situ
`ations Where the information provided by the color code
`requires the user to further manipulate the GUI before he can
`accurately assess the situation. Therefore, a need exists to be
`able to provide more indication information rather than the
`conglomeration of information into a single indicator.
`
`SUMMARY OF THE INVENTION
`
`The folloWing provides a visualiZation of the components
`of such systems and the rendering of information about their
`“health” or status. The invention comprises using a combina
`tion of color codes or other indicators and a combination of
`algorithms and/ or rules-based systems to control the compu
`tation of status/severities to associate to components and
`setup the color codes and indicators. Though the present
`disclosure focuses on the use of tWo or three different indi
`cators, it is envisioned that the concepts herein may be applied
`to a plurality of indicators. The invention remedies the disad
`vantages of using a single color code or indicator for provid
`ing feedback on the health/status or components in a complex
`Enterprise System.
`
`ServiceNow's Exhibit No. 1001
`
`003
`
`

`
`US 7,617,073 B2
`
`3
`BRIEF DESCRIPTION OF THE DRAWING
`
`The foregoing and other features, functions and bene?ts
`Will be better understood from the following detailed descrip
`tion of the invention With reference to the draWing Wherein:
`FIG. 1 is an illustrative representation rendered from a
`preferred embodiment of the system.
`
`DETAILED DESCRIPTION OF PREFERRED
`EMBODIMENT
`
`The present invention offers a signi?cant improvement
`over the previous methods of visualiZing components. Using
`a representative example, these prior systems and methods
`fail to provide su?icient health indication. In a representative
`example, component A is composed of components B and C
`or depends on components B and C. For the purposes of this
`example, a green indicator is used When a component is
`healthy and a red one When it is not. If A is healthy and B
`or/and C is not, then a red indicator is used for A in these
`systems, even if A is not actually impacted.
`If A is not healthy and B and C are healthy, then a red
`indicator is used for A. The same color indicator is used and
`it does not enable to distinguish betWeen the tWo situations in
`these systems. These systems and their methods of use
`require additional navigation through the GUI to distinguish
`these different situations.
`Though the present invention is capable of a plurality of
`color codes and/or indicators, for the sake of simplicity,
`explanations hereafter are considering the use of tWo color
`codes or indicators. The color codes or indicators are still
`conveying severity information but When using tWo colors for
`a single component, information about the component and
`information about the underlying components can be con
`veyed separately. That alloWs the user to knoW Whether the
`element or/and its subcomponents or components depending
`from it are healthy.
`Using this technique, the health/status of a component can
`be completely independent from the health/status of its sub
`components or components depending from it. It enables the
`user to have very complex algorithms or rules-based systems
`that derive the health/status of a component from the events/
`alerts received on the component itself (if any) and the events/
`alerts received for its subcomponents or components depend
`ing from it.
`An algorithm can be developed to compute the second
`color code or indicator that is providing information about the
`underlying components. Basically the algorithm computes
`severity levels. It computes the “self-severity” based on the
`health/status of the component itself. It also computes an
`“sub-severity” based on the health/status of the subcompo
`nents or the components that the component depends upon. In
`a preferred embodiment, if the component does not have any
`oWn health/status level, its “self-severity” Will be the same
`than the “sub-severity.”
`The “sub-severity” of a component is computed by taking
`into consideration both the “self-severity” and “sub-severity”
`of each subcomponents or components it depends upon.
`Doing this alloWs the sub-severity to provide information not
`only about the direct subcomponents but also on subcompo
`nents several levels doWn. The exact formula for composing
`the “self-severity” and “sub-severity” can have variations.
`Referring to FIG. 1, a preferred embodiment of a represen
`tation from the system is shoWn. This ?gure illustrates the use
`of tWo color indicators in a tree presentation. FIG. 1 shoWs a
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`representative interface shoWing multiple indicators in use. In
`this ?gure, the components are shoWn in both a tree structure
`and a branching hierarchy.
`Those skilled in the art Will recogniZe that the novel and
`inventive concepts described herein are applicable With any
`form of hierarchy or representation of the same. Notably, the
`use of shades, colors, or any other indicia for the indicators is
`Within the scope of the invention. The representative structure
`provides more information on the health of the components
`that Was possible in previous systems and methods of their
`use.
`As an illustration, a green indicator is used When a com
`ponent is healthy and a red one When it is not. As shoWn,
`component FO@biZ is composed of components
`ca_os@FO@biZ and ny_os@FO@biZ. Component FO@biZ
`contains a plurality of indicators, namely a green indicator in
`the foreground and a red indicator in the background. Accord
`ingly, a user can assess that component FO@biZ is healthy
`While an underlying component is not healthy.
`FolloWing the branch to component ny_os@FO@biZ, both
`the indicator in the foreground and the indicator in the back
`ground are green, and thus it is healthy. In this situation,
`nothing is depending from component ny_os@FO@biZ. A
`user may assess that any health problems shoWn but the
`indicator in the background of component FO@biZ is not
`related to this component.
`FolloWing the branch to component ca_os@FO@biZ, both
`the indicator in the foreground and the indicator in the back
`ground are red, and thus the user may assess that the compo
`nent ca_os@FO@biZ is not healthy and at least one compo
`nent depending from the component ca_os@FO@biZ is
`unhealthy. As shoWn in this illustration, components
`cam@ca_os@FO@biZ,
`Wslo@ca_os@FO@biZ,
`cbroW@ca_os@FO@biZ,
`sbcr@ca_os@FO@biZ,
`pqu@ca_os@FO@biZ, and other components not shoWn in
`FIG. 1 depend from component ca_os@FO@biZ.
`First, component cam@ca_os@FO@biZ contains an indi
`cator in the foreground that is yelloW and an indicator in the
`background that is red. This is an example of another indica
`tor, namely the color yelloW, that may indicate a suspect
`health or some other indication, including a severity level, of
`the component cam@ca_os@FO@biZ. The yelloW indicator
`is an example to those skilled in the art of the use of a plurality
`of indicators in this environment. Moreover, the red indicator
`in the background alloWs the user to assess that a component
`depending from component ca_os@FO@biZ is not healthy.
`In this example, the user could further expand the hierarchy to
`further assess the situation.
`Next, component Wslo@ca_os@FO@biZ contains both an
`indicator in the foreground and an indicator in the background
`that are red. Thus, the user may assess that the component
`Wslo@FO@biZ is not healthy and at least one component
`depending from the component Wslo@FO@biZ is unhealthy.
`In this example, the user could further expand the hierarchy to
`further assess the situation. Those skilled in the art Will rec
`ogniZe that components sbcr@ca_os@FO@biZ and
`pqu@ca_os@FO@biZ shoW similar conditions in both the
`indicator in the foreground and the indicator in the back
`ground. As With component Wslo@ca_os@FO@biZ, the user
`could further expand the hierarchy to further assess these
`components.
`Turning to component cbroW@ca_os@FO@biZ, both the
`indicator in the foreground and the indicator in the back
`ground are red, and thus the user may assess that the compo
`nent cbroW@ca_os@FO@biZ is not healthy and at least one
`component depending from the cbroW@ca_os@FO@biZ is
`unhealthy. In this example, only one component
`
`ServiceNow's Exhibit No. 1001
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`004
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`

`
`US 7,617,073 B2
`
`and
`
`5
`Web_cluster@cbroW@ca_os@FO@biZ depends from com
`ponent cbroW@ca_os@FO@biZ.
`component
`Referring
`to
`Web_cluster@cbroW@ca_os@FO@biZ, both the indicator in
`the foreground and the indicator in the background are red,
`and thus the user may assess that the component
`Web_cluster@cbroW@ca_os@FO@biZ is not healthy and at
`least
`one
`component
`depending
`from
`the
`Web_cluster@cbroW@ca_os@FO@biZ is unhealthy. In this
`example,
`tWo
`components,
`namely
`components
`is l @Web_cluster@cbroW@ca_os@FO@biZ
`and
`is2@Web_cluster@cbroW@ca_os@FO@biZ, are shoWn
`depending
`from
`component
`Web_cluster@cbroW@ca_os@FO@biZ.
`Both of the
`components, namely component
`is l @Web_cluster@cbroW@ca_os@FO@biZ
`and
`is2@Web_cluster@cbroW@ca_os@FO@biZ contain an
`indicator in the foreground and an indicator in the background
`that are red. Thus the user may assess that the components
`is l @Web_cluster@cbroW@ca_os@FO@biZ
`and
`is2@Web_cluster@cbroW@ca_os@FO@biZ are not healthy
`and at least one component depending from each is not
`healthy. In this example, several components, namely com
`ponents
`co_W@is l @Web_cluster@cbroW@ca_os@FO @biZ,
`appl@is l @Web_cluster@cbroW@ca_os@FO@biZ,
`qsl @isl @Web_cluster@cbroW@ca_os@FO@biZ,
`sysdd@is l @Web_cluster@cbroW@ca_os@FO@biZ
`depend
`from
`component
`is l @Web_cluster@cbroW@ca_os@FO@biZ.
`components,
`Notably,
`several
`of
`the
`co_W@is l @Web_cluster@cbroW@ca_os@FO @biz,
`qsl @isl @Wcb_clustcr@cbroW@ca_os@FO@biZ,
`sysdd@is l @Web_cluster@cbroW@ca_os@FO@biZ
`depending
`from
`component
`is l @Web_cluster@cbroW@ca_os@FO@biZ contain both an
`indicator in the foreground and an indicator in the background
`that are green. Thus the user may assess that the components
`co_W@is l @Web_cluster@cbroW@ca_os@FO @biZ,
`and
`qsl @isl @Web_cluster@cbroW@ca_os@FO@biZ,
`are
`sysdd@is l @Web_cluster@cbroW@ca_os@FO@biZ
`healthy and all components depending from each are also
`healthy. This alloWs the user to focus on the unhealthy com
`ponent.
`Component
`appl@is l @Web_cluster@cbroW@ca_os@FO@biZ contains
`both an indicator in the foreground and an indicator in the
`background that are red. Thus the user may assess that the
`component
`appl@isl@Web_cluster@cbroW@ca_os@FO@biZ is not
`healthy and at least one component depending from it is not
`healthy.
`Those skilled in the art recogniZe that the present invention
`is not limited to any speci?c visualiZation or GUI style. The
`inclusion of trees, lists, branches, and/or any other type of
`visualiZation is to be considered to be Within the scope of the
`invention. Moreover, any indicator may be composed of any
`type of indicia including, but not limited to particular shapes
`for color indicators such as background squares, circles or
`similar shapes, color indicators, icons, icon variations, or any
`type of indicia.
`The folloWing offers a most preferred embodiment that
`shoWs but one embodiment of the system and method. Those
`skilled in the art recogniZe that nothing herein is meant to
`limit the scope of the invention to PERL programs. The fol
`loWing simply provides a limited test and extended test algo
`rithm that demonstrates some of the novel and inventive
`
`and
`
`6
`aspects of the invention. The folloWing materials could be
`expressed in ?oWcharts, different steps substituted, replaced,
`combined, divided, or otherWise rearranged, or other methods
`that convey the inventive concepts of this system and its
`method of use.
`As a summary, the folloWing preferred algorithm provides
`for health severity Warnings that include UNKNOWN,
`HARMLESS, WARNING, MINOR, CRITICAL, FATAL,
`AVAILABLE, AVAILABLE_WITH_ERRORS, and/or
`NOT_AVAILABLE as shoWn in the folloWing array. The
`algorithm includes both a limited test and an extended test.
`After sorting and querying the cells, the program can read
`the severities of the cells. The algorithm is capable of travers
`ing the tree of graphical objects. It computes the maximum
`severity level for the cell and then calculates the “inherited”
`severity from the depending cells to it. With respect to the
`previous example, the foreground indicator Would be the
`cell’s health and the background indicator Would be the
`depending cell’s health.
`This creates four possible scenarios. Referring to the com
`ponent and the components depending from it as collector
`and subvieW respectively, the folloWing Table 1 summarizes
`the possible outcomes:
`
`TABLE 1
`
`Severiy Scenarios
`
`Scenario
`
`Collector
`exists?
`
`SubvieW
`exists?
`
`Result
`
`Self severity is highest severity
`among the collectors; inherited
`severity is highest among self and
`inherited seventies on objects
`in subvieW
`Self severity is highest severity
`among the collectors;
`inherited severity is unde?ned
`Self severity is highest severity
`among self severities; on
`objects in subvieW inherited
`severity is highest among self
`and inherited severities on
`objects in subvieW
`Severities are unde?ned.
`
`No
`
`Based on the scenarios, the maximum severities are com
`puted and the array of health indications, such as the array
`mentioned above, is sorted along the severity continuum.
`Next, each object is associated With the appropriate sub
`vieW until all components are properly aligned With the
`respective components depending thereto. As a result, this
`process provides information su?icient to render a graphical
`representation similar to the illustration shoWn in FIG. 1.
`The program code incorporated by reference provides but
`one example of hoW to accomplish the intent of this invention.
`Those skilled in the art Will recogniZe that signi?cant devia
`tion from this algorithm is still Well Within the scope of the
`invention. Though certainly not restrictive of the embodi
`ments that are considered to be Within the scope of the inven
`tion, the program code incorporated by reference offers one
`embodiment and those skilled in the art Will realiZe that
`signi?cant variation from this embodiment is meant to be
`Within the scope of this invention.
`This system and method and many of its intended advan
`tages Will be understood from the disclosure herein and it Will
`be apparent that, although the invention and its advantages
`have been described in detail, various changes, substitutions,
`and alterations may be made in the form, construction, and/or
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`ServiceNow's Exhibit No. 1001
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`US 7,617,073 B2
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`7
`arrangement of the elements Without departing from the spirit
`and scope of the invention, or sacri?cing its material advan
`tages, the form described previously and subsequently herein
`as being merely a preferred or exemplary embodiment
`thereof.
`
`We claim:
`1. A system for indicating the health status of an IT com
`ponent and at least one IT subcomponent comprising:
`an IT component processor adapted to compute a compo
`nent health status of the IT component;
`an IT subcomponent processor adapted to compute a sub
`component health status for the at least one IT subcom
`ponent; and
`a renderer adapted to display the health status of the IT
`component by shoWing a ?rst indicator for the IT com
`ponent and a second indicator for the at least one IT
`subcomponent, Wherein the ?rst and second indicator
`are each separately Visible at the same time on a single
`display WindoW of a display unit.
`2. The system of claim 1 Wherein the ?rst indicator and the
`second indicator are colors.
`3. The system of claim 1 Wherein the IT component pro
`cessor further comprises a rules-based system to control the
`computation of the health status of the IT component.
`
`20
`
`25
`
`8
`4. The system of claim 1 Wherein the IT subcomponent
`processor further comprises a rules-based system to control
`the computation of the health status of the at least one IT
`subcomponent.
`5. The system of claim 1 Wherein the IT component pro
`cessor and the IT subcomponent processor are the same pro
`cessor.
`6. A system of assessing a plurality of IT components
`Wherein each IT component has a plurality of IT subcompo
`nents, the system comprising:
`the system for indicating the health status of an IT compo
`nent and at least one IT subcomponent of claim 1; and
`a graphical user interface adapted to display the health
`status of each IT component and each IT subcomponent.
`7. The system of claim 6 Wherein each IT component
`processor and each IT subcomponent processor comprise a
`rules-based system to control the computation of the health
`status of the IT components and IT subcomponents.
`8. The system of claim 6 Wherein each IT component
`processor and each IT subcomponent processor comprise an
`algorithm to control the computation of the health status of
`the IT components and IT subcomponents.
`9. The system of claim 6 Wherein each IT component
`processor and each IT subcomponent processor is the same
`processor.
`
`ServiceNow's Exhibit No. 1001
`
`006
`
`

`
`UNITED STATES PATENT AND TRADEMARK OFFICE
`CERTIFICATE OF CORRECTION
`
`: 7,617,073 B2
`PATENT NO.
`APPLICATION NO. : 10/377092
`DATED
`: November 10, 2009
`INVENTOR(S)
`: Trinon et a1.
`
`Page 1 of1
`
`It is certified that error appears in the above-identified patent and that said Letters Patent is hereby corrected as shown below:
`
`On the Title Page:
`
`The ?rst or sole Notice should read -
`
`Subject to any disclaimer, the term of this patent is extended or adjusted under 35 U.S.C. 15 4(b)
`by 1687 days.
`
`Signed and Sealed this
`
`Nineteenth Day of October, 2010
`
`David J. Kappos
`Director of the United States Patent and Trademark Oj?ce
`
`ServiceNow's Exhibit No. 1001
`
`007