US20030140031A1 - Method and system for improved help desk response - Google Patents

Method and system for improved help desk response Download PDF

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US20030140031A1
US20030140031A1 US10/321,117 US32111702A US2003140031A1 US 20030140031 A1 US20030140031 A1 US 20030140031A1 US 32111702 A US32111702 A US 32111702A US 2003140031 A1 US2003140031 A1 US 2003140031A1
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help desk
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asset
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Shawn Thomas
Michael Woodfin
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SELECTED INTERESTS Inc
Callahan Cellular LLC
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Assigned to BLUECURRENT, INC. reassignment BLUECURRENT, INC. ASSIGNMENT OF ASSIGNORS INTEREST (SEE DOCUMENT FOR DETAILS). Assignors: GRAY, GREGORY, MIZELL, WARNER, THOMAS, SHAWN, WOODFIN, MICHAEL, THOMAS, BRIAN
Publication of US20030140031A1 publication Critical patent/US20030140031A1/en
Assigned to SELECTED INTERESTS, INC. reassignment SELECTED INTERESTS, INC. ASSIGNMENT OF ASSIGNORS INTEREST (SEE DOCUMENT FOR DETAILS). Assignors: BLUECURRENT, INC.
Assigned to SELECTED INTERESTS, INC. reassignment SELECTED INTERESTS, INC. CORRECTIVE ASSIGNMENT TO CORRECT THE NATURE OF CONVEYANCE FROM ASSIGNMENT TO SECURITY INTEREST PREVIOUSLY RECORDED ON REEL 018731 FRAME 0006. ASSIGNOR(S) HEREBY CONFIRMS THE PARTIES AND THE GRANT OF SECURITY INTEREST CONTAINED IN THE ORIGINAL DOCUMENT. Assignors: BLUECURRENT, INC.
Assigned to BLUECURRENT, INC. reassignment BLUECURRENT, INC. RELEASE Assignors: SELECTED INTERESTS, INC.
Assigned to BLUECURRENT, INC. reassignment BLUECURRENT, INC. ASSIGNMENT OF ASSIGNORS INTEREST (SEE DOCUMENT FOR DETAILS). Assignors: THOMAS, SHAWN, WOODFIN, MICHAEL
Assigned to CALDVOR ACQUISITIONS LTD., LLC reassignment CALDVOR ACQUISITIONS LTD., LLC ASSIGNMENT OF ASSIGNORS INTEREST (SEE DOCUMENT FOR DETAILS). Assignors: BLUECURRENT INC.
Abandoned legal-status Critical Current

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/90—Details of database functions independent of the retrieved data types
    • G06F16/95—Retrieval from the web
    • G06F16/953—Querying, e.g. by the use of web search engines
    • G06F16/9538—Presentation of query results
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00—Arrangements for program control, e.g. control units
    • G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/44—Arrangements for executing specific programs
    • G06F9/445—Program loading or initiating
    • G06F9/44505—Configuring for program initiating, e.g. using registry, configuration files
    • G06F9/4451—User profiles; Roaming
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/90—Details of database functions independent of the retrieved data types
    • G06F16/95—Retrieval from the web
    • G06F16/951—Indexing; Web crawling techniques
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/02—Banking, e.g. interest calculation or account maintenance
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q99/00—Subject matter not provided for in other groups of this subclass
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F40/00—Handling natural language data
    • G06F40/10—Text processing
    • G06F40/103—Formatting, i.e. changing of presentation of documents
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F40/00—Handling natural language data
    • G06F40/10—Text processing
    • G06F40/166—Editing, e.g. inserting or deleting
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
    • Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10S707/00—Data processing: database and file management or data structures
    • Y10S707/99941—Database schema or data structure
    • Y10S707/99948—Application of database or data structure, e.g. distributed, multimedia, or image

Definitions

  • the present invention relates generally to a method and system for improved help desk response.
  • Information is first aggregated from a variety of sources into a computerized help desk database.
  • information relating to each transition is recorded into the computerized help desk database.
  • the computerized help desk database is updated so as to improve the speed with which information is available to the help desk.
  • the help desk staff will have a computerized help desk database containing information relating each user's devices.
  • the information was input into the database at the time the original equipment was installed. The information may not have been updated to reflect past calls to the help desk, the addition of new peripheral devices or the installation of new software applications.
  • information relayed to the help desk is recorded in hand-written notes which are then forwarded to the asset management department.
  • a technician in the asset management department inputs the information into an asset management database which is integrated with the computerized help desk database.
  • the present invention addresses the need for an improved method and system for help desk response.
  • information is not continuously input into the computerized help desk database as asset transitions occur.
  • information is first aggregated from a variety of sources into a computerized help desk database.
  • information relating to each transition is recorded into the computerized help desk database.
  • the computerized help desk database is updated so as to improve the speed with which information is available to the help desk.
  • FIG. 1 illustrates the preferred method of improved help desk response
  • FIG. 2 illustrates the preferred system for improved help desk response.
  • FIG. 1 illustrates a work flow process for the preferred embodiment of the improved help desk response.
  • the first step in the method is the creation of a computerized help desk database 101 .
  • the database will contain substantive information concerning assets owned by the enterprise.
  • the database may be, for example, a relational database.
  • the database may be located remotely from the location of the help desk or the location at which the transition of assets occurs.
  • Information included in the computerized help desk database may include, for example, asset ownership information, usage information, user information, legacy asset information, new asset information, software application information, financial information, site information, event history information and logistical information.
  • the database may include information regarding such assets as desktop computers, laptop computers, hand held computers, printers, scanners, networking devices and storage devices, where each assets is electronically connected to the database.
  • An asset transition 102 occurs.
  • An asset transition 102 may be an event such as an asset installation, asset relocation, asset disposition or asset maintenance activity.
  • Information from the asset transition 102 may be transmitted to the computerized help desk database 101 through, for example, the Internet or a local area network. In addition, the transmission may occur by secure, encrypted means. The information is transmitted to the computerized help desk database 101 concurrently with, and as part of, the asset transition 102 .
  • Information from the asset transition 102 is recorded directly into the computerized help desk database 101 in real time 103 .
  • the database is simultaneously and instantaneously updated 104 based on the real time recording information 103 .
  • any delay can be eliminated with respect to updating the database.
  • help desk staff are able to have immediate knowledge of any changes resulting from the asset transition 102 .
  • FIG. 2 illustrates the preferred embodiment for a system for improved help desk response.
  • a series of assets 201 , 202 , 203 and 204 are attached to a computerized help desk database 200 .
  • Each of the assets 201 , 202 , 203 and 204 are electronically connected 211 , 212 , 213 and 214 to the computerized help desk database 200 .
  • the computerized help desk database 200 may be located remotely from the assets 201 , 202 , 203 and 204 . If so, transmission of information from the computerized help desk database 200 to the assets 201 , 202 , 203 and 204 may be through the Internet or through a local area network.
  • transmission of information between the assets 201 , 202 , 203 and 204 may be made in a secure, encrypted manner.
  • the assets 201 , 202 , 203 and 204 may be such assets as desktop computers, laptop computers, hand held computers, printers, scanners, network devices and storage devices.
  • the information retained in the computerized help desk database 200 may be such information as asset user information, legacy asset information, new asset information, software application information, financial information, site information, event history information, logistical information, ownership information and usage information.
  • the system When an asset transition occurs, such as an asset installation, asset relocation, asset disposition or asset maintenance activity, the system provides a means for recording information related to the transition activity to the computerized help desk database 200 . Concurrently and simultaneously therewith, the system provides a means for updating the computerized help desk database.

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  • Engineering & Computer Science (AREA)
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  • Business, Economics & Management (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • Databases & Information Systems (AREA)
  • General Engineering & Computer Science (AREA)
  • Strategic Management (AREA)
  • Data Mining & Analysis (AREA)
  • Economics (AREA)
  • General Business, Economics & Management (AREA)
  • Accounting & Taxation (AREA)
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  • Entrepreneurship & Innovation (AREA)
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  • Tourism & Hospitality (AREA)
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  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Information Transfer Between Computers (AREA)
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  • Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
  • Computer And Data Communications (AREA)
  • Stored Programmes (AREA)

Abstract

The method and system of the present invention facilitates an improved help desk response. Information is first aggregated from a variety of sources into a computerized help desk database. As one or more assets are transitioned, information relating to each transition is recorded into the computerized help desk database. Concurrently therewith, the computerized help desk database is updated so as to improve the speed with which information is available to the help desk.

Description

    PRIORITY STATEMENT UNDER 35 U.S.C. § 119 & 37 C.F.R. § 1.78
  • This non-provisional application claims priority based upon prior U.S. Provisional Patent Application Serial No. 60/342,031 filed Dec. 18, 2001 in the names of Shawn Thomas, Gregory Gray, Michael Woodfin, Warner Mizell and Brian Thomas, entitled “Method and System for Deploying, Tracking and Managing Technology-Related Resources.”[0001]
    • BACKGROUND OF THE INVENTION
  • 1. Technical Field of the Invention [0002]
  • The present invention relates generally to a method and system for improved help desk response. Information is first aggregated from a variety of sources into a computerized help desk database. As one or more assets are transitioned, information relating to each transition is recorded into the computerized help desk database. Concurrently therewith, the computerized help desk database is updated so as to improve the speed with which information is available to the help desk. [0003]
  • 2. Description of Related Art [0004]
  • Large enterprises are faced with a daunting task when it comes to managing their information technology resources. It is not uncommon for an information technology group within an organization to handle hundreds and even thousands of calls each day from technology users within the enterprise seeking support and assistance. In many cases, the users have specific questions relating to the configuration of their specific device or devices. In such cases, it is critical for the help desk support staff to have accurate, up-to-date information regarding each user's devices. [0005]
  • Typically, the help desk staff will have a computerized help desk database containing information relating each user's devices. In many cases, the information was input into the database at the time the original equipment was installed. The information may not have been updated to reflect past calls to the help desk, the addition of new peripheral devices or the installation of new software applications. In more sophisticated operations, information relayed to the help desk is recorded in hand-written notes which are then forwarded to the asset management department. A technician in the asset management department inputs the information into an asset management database which is integrated with the computerized help desk database. [0006]
  • The traditional system is flawed for a number of reasons. First, there is a delay between the information received by the help desk and the updating of the information in the computerized help desk database. This delay can sometimes be considerably long, and even in those instances where it is relatively short, it can lead to significant problems if the difficulty experienced by a user is not fixed timely because the computerized help desk database contained inaccurate or out-of-date information. In addition, because the information is being recorded by help desk technicians and subsequently keyed into a separate asset management database, in many cases by another individual, the quality and level of detail of information input into the system can suffer. Accordingly, there is a need, therefore, for an improved method and system for help desk response. [0007]
    • SUMMARY OF THE INVENTION
  • The present invention addresses the need for an improved method and system for help desk response. In traditional help desk systems, information is not continuously input into the computerized help desk database as asset transitions occur. In the present invention, information is first aggregated from a variety of sources into a computerized help desk database. As one or more assets are transitioned, information relating to each transition is recorded into the computerized help desk database. Concurrently therewith, the computerized help desk database is updated so as to improve the speed with which information is available to the help desk.[0008]
    • BRIEF DESCRIPTION OF THE DRAWINGS
  • The disclosed invention will be described with reference to the accompanying drawings, which show important sample embodiments of the invention and which are incorporated in the specification hereof by reference, wherein: [0009]
  • FIG. 1 illustrates the preferred method of improved help desk response; and [0010]
  • FIG. 2 illustrates the preferred system for improved help desk response.[0011]
    • DETAILED DESCRIPTION OF THE EXEMPLARY EMBODIMENTS OF THE INVENTION
  • The numerous innovative teachings of the present application will be described with particular reference to the presently preferred exemplary embodiments. However, it should be understood that these embodiments provide only a few examples of the many advantageous uses of the innovative teachings herein. In general, statements made in the specification of the present application do not necessarily delimit any of the various claimed inventions. Moreover, some statements may apply to some inventive features, but not to others. [0012]
  • FIG. 1 illustrates a work flow process for the preferred embodiment of the improved help desk response. The first step in the method is the creation of a computerized [0013] help desk database 101. The database will contain substantive information concerning assets owned by the enterprise. The database may be, for example, a relational database. In addition, the database may be located remotely from the location of the help desk or the location at which the transition of assets occurs. Information included in the computerized help desk database may include, for example, asset ownership information, usage information, user information, legacy asset information, new asset information, software application information, financial information, site information, event history information and logistical information. The database may include information regarding such assets as desktop computers, laptop computers, hand held computers, printers, scanners, networking devices and storage devices, where each assets is electronically connected to the database.
  • Once a thorough, comprehensive, computerized [0014] help desk database 101 has been created, an asset transition 102 occurs. An asset transition 102 may be an event such as an asset installation, asset relocation, asset disposition or asset maintenance activity. Information from the asset transition 102 may be transmitted to the computerized help desk database 101 through, for example, the Internet or a local area network. In addition, the transmission may occur by secure, encrypted means. The information is transmitted to the computerized help desk database 101 concurrently with, and as part of, the asset transition 102.
  • Information from the [0015] asset transition 102 is recorded directly into the computerized help desk database 101 in real time 103. The database is simultaneously and instantaneously updated 104 based on the real time recording information 103. By instantaneously and simultaneously recording information into the computerized help desk database 101, any delay can be eliminated with respect to updating the database. As a result, help desk staff are able to have immediate knowledge of any changes resulting from the asset transition 102.
  • FIG. 2 illustrates the preferred embodiment for a system for improved help desk response. A series of [0016] assets 201, 202, 203 and 204 are attached to a computerized help desk database 200. Each of the assets 201, 202, 203 and 204 are electronically connected 211, 212, 213 and 214 to the computerized help desk database 200. The computerized help desk database 200 may be located remotely from the assets 201, 202, 203 and 204. If so, transmission of information from the computerized help desk database 200 to the assets 201, 202, 203 and 204 may be through the Internet or through a local area network. In addition, transmission of information between the assets 201, 202, 203 and 204 may be made in a secure, encrypted manner. The assets 201, 202, 203 and 204 may be such assets as desktop computers, laptop computers, hand held computers, printers, scanners, network devices and storage devices. The information retained in the computerized help desk database 200 may be such information as asset user information, legacy asset information, new asset information, software application information, financial information, site information, event history information, logistical information, ownership information and usage information.
  • When an asset transition occurs, such as an asset installation, asset relocation, asset disposition or asset maintenance activity, the system provides a means for recording information related to the transition activity to the computerized [0017] help desk database 200. Concurrently and simultaneously therewith, the system provides a means for updating the computerized help desk database.

Claims (20)

we claim:
1. A method for improved help desk response comprising the steps of:
creating a computerized help desk database, said computerized help desk database containing information on assets owned by an enterprise;
transitioning one or more of said assets;
recording new information concerning said transition in said computerized help desk database during the implementation of said transition;
updating said computerized help desk database concurrently therewith, thereby improving the speed with which information is available to said enterprises' help desk.
2. The method of claim 1 wherein said computerized help desk database is a relational database.
3. The method of claim 1 wherein said computerized help desk database is located remotely from the location of said transition.
4. The method of claim 1 wherein said information is transmitted to said computerized help desk database through the Internet.
5. The method of claim 1 wherein said information is transmitted to said computerized help desk database through a local area network.
6. The method of claim 4 or claim 5 wherein said information is transmitted to said computerized help desk database through secure, encrypted transmission.
7. The method of claim 1 wherein said assets are selected from the group consisting of desktop computers, laptop computers, handheld computers, printers, scanners, networking devices and storage devices.
8. The method of claim 1 wherein said information is selected from the group consisting of user information, legacy asset information, new asset information, software application information, financial information, site information, event history information, logistical information, ownership information and usage information.
9. The method of claim 1 wherein said transition is selected from the group consisting of asset installation, asset relocation, asset disposition and asset maintenance.
10. The method of claim 1 wherein said updating is conducted on a continuous basis and said changes are made to said computerized help desk database in real-time.
11. A system for improved help desk response management comprising:
a computerized help desk database;
assets electronically connected to said computerized help desk database;
means for recording information concerning said assets during a transition of said assets; and
means for updating said computerized help desk database concurrently therewith, thereby improving the speed with which information is available to said enterprises' help desk.
12. The system of claim 11 wherein said computerized help desk database is a relational database.
13. The system of claim 11 wherein said computerized help desk database is located remotely from the location of said transition.
14. The system of claim 11 wherein said information is transmitted to said computerized help desk database through the Internet.
15. The system of claim 11 wherein said information is transmitted to said computerized help desk database through a local area network.
16. The system of claim 14 or claim 15 wherein said information is transmitted to said computerized help desk database through secure, encrypted transmission.
17. The system of claim 11 wherein said assets are selected from the group consisting of desktop computers, laptop computers, handheld computers, printers, scanners, networking devices and storage devices.
18. The system of claim 11 wherein said information is selected from the group consisting of user information, legacy asset information, new asset information, software application information, financial information, site information, event history information, logistical information, ownership information and usage information.
19. The system of claim 11 wherein said transition is selected from the group consisting of asset installation, asset relocation, asset disposition and asset maintenance.
20. The system of claim 11 wherein said updating is conducted on a continuous basis and said changes are made to said computerized help desk database in real-time.
US10/321,117 2001-12-18 2002-12-17 Method and system for improved help desk response Abandoned US20030140031A1 (en)

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US34203101P 2001-12-18 2001-12-18
US10/321,117 US20030140031A1 (en) 2001-12-18 2002-12-17 Method and system for improved help desk response

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US10/321,118 Abandoned US20030140057A1 (en) 2001-12-18 2002-12-17 Method and system for leased asset management
US10/321,036 Abandoned US20030140052A1 (en) 2001-12-18 2002-12-17 Method and system for asset transition quality control
US10/321,117 Abandoned US20030140031A1 (en) 2001-12-18 2002-12-17 Method and system for improved help desk response
US10/321,115 Expired - Lifetime US6636857B2 (en) 2001-12-18 2002-12-17 Method and system for web-based asset management
US10/321,037 Abandoned US20030217062A1 (en) 2001-12-18 2002-12-17 Method and system for asset transition project management
US10/321,107 Active 2029-09-24 US8266124B2 (en) 2001-12-18 2002-12-17 Integrated asset management
US10/464,176 Expired - Lifetime US7765181B2 (en) 2001-12-18 2003-06-18 Web-based asset management
US12/056,969 Expired - Lifetime US8856646B2 (en) 2001-12-18 2008-03-27 Asset transition project management
US12/723,327 Active 2025-09-25 US9348914B2 (en) 2001-12-18 2010-03-12 Web-based asset management
US12/916,410 Expired - Lifetime US8321468B2 (en) 2001-12-18 2010-10-29 Web-based asset management
US13/243,983 Abandoned US20120016962A1 (en) 2001-12-18 2011-09-23 Web-based asset management
US13/417,064 Expired - Lifetime US8484248B2 (en) 2001-12-18 2012-03-09 Web-based asset management
US13/609,165 Expired - Lifetime US8631014B2 (en) 2001-12-18 2012-09-10 Method and system for integrated asset management
US13/937,065 Expired - Lifetime US8825712B2 (en) 2001-12-18 2013-07-08 Web-based asset management

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US10/321,118 Abandoned US20030140057A1 (en) 2001-12-18 2002-12-17 Method and system for leased asset management
US10/321,036 Abandoned US20030140052A1 (en) 2001-12-18 2002-12-17 Method and system for asset transition quality control

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US10/321,115 Expired - Lifetime US6636857B2 (en) 2001-12-18 2002-12-17 Method and system for web-based asset management
US10/321,037 Abandoned US20030217062A1 (en) 2001-12-18 2002-12-17 Method and system for asset transition project management
US10/321,107 Active 2029-09-24 US8266124B2 (en) 2001-12-18 2002-12-17 Integrated asset management
US10/464,176 Expired - Lifetime US7765181B2 (en) 2001-12-18 2003-06-18 Web-based asset management
US12/056,969 Expired - Lifetime US8856646B2 (en) 2001-12-18 2008-03-27 Asset transition project management
US12/723,327 Active 2025-09-25 US9348914B2 (en) 2001-12-18 2010-03-12 Web-based asset management
US12/916,410 Expired - Lifetime US8321468B2 (en) 2001-12-18 2010-10-29 Web-based asset management
US13/243,983 Abandoned US20120016962A1 (en) 2001-12-18 2011-09-23 Web-based asset management
US13/417,064 Expired - Lifetime US8484248B2 (en) 2001-12-18 2012-03-09 Web-based asset management
US13/609,165 Expired - Lifetime US8631014B2 (en) 2001-12-18 2012-09-10 Method and system for integrated asset management
US13/937,065 Expired - Lifetime US8825712B2 (en) 2001-12-18 2013-07-08 Web-based asset management

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Cited By (7)

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US20030140057A1 (en) * 2001-12-18 2003-07-24 Shawn Thomas Method and system for leased asset management
US20050172170A1 (en) * 2004-01-16 2005-08-04 Xerox Corporation Application of live machine data to customer support fault isolation processes
US20070112947A1 (en) * 2005-11-15 2007-05-17 Eric Anderson System and method of managing events on multiple problem ticketing system
US20080201402A1 (en) * 2003-10-06 2008-08-21 Tony Petrilli Method and system for providing instructions and actions to a remote network monitoring/management agent during scheduled communications
US20100106542A1 (en) * 2008-10-28 2010-04-29 Tammy Anita Green Techniques for help desk management
US8185550B1 (en) 2008-10-06 2012-05-22 United Services Automobile Association (Usaa) Systems and methods for event-based provisioning of elevated system privileges
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US8856646B2 (en) 2014-10-07

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