In a service-based remote support delivery system and method, service
engineers supported by an analysis server receive incident reports from
both personal computers and from unmanned servers within an enterprise.
The incidents arise both from user-created reports of problems, from
event annunciators that monitor hardware and software to report events as
they occur, and from the periodic gathering of configuration data. These
incident reports are combined with host information and contact
information and are transmitted to the analysis server.