Abstract: A system for servicing a computer controlled machine comprising: a computer controlled machine including a device operable to perform a function, a controller controlling the operation of that device, and a data access port for transferring data and commands from the controller; and a service tool operably connected to the data access port, the service tool including a remote communications capability, a computer, and diagnostics and graphing software; and an expert observer system operably linked to the remote communications capability of the service tool and including historical machine data, machine sales information, software revisions for the controller, additional diagnostics software, and an expert observer capable of providing a mentor capability to the operator of a service tool.