WO1998053396A1 - Systeme et procede pour service d'assistance reparti - Google Patents

Systeme et procede pour service d'assistance reparti Download PDF

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Publication number
WO1998053396A1
WO1998053396A1 PCT/US1998/009517 US9809517W WO9853396A1 WO 1998053396 A1 WO1998053396 A1 WO 1998053396A1 US 9809517 W US9809517 W US 9809517W WO 9853396 A1 WO9853396 A1 WO 9853396A1
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WO
WIPO (PCT)
Prior art keywords
help desk
data
database
customer
application program
Prior art date
Application number
PCT/US1998/009517
Other languages
English (en)
Inventor
Guido E. J. Topff
Eric Vankrunkelsven
Ann Marie O'flaherty
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Electronic Data Systems Corporation
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Electronic Data Systems Corporation filed Critical Electronic Data Systems Corporation
Publication of WO1998053396A1 publication Critical patent/WO1998053396A1/fr

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    • 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
    • G06F9/451—Execution arrangements for user interfaces
    • G06F9/453—Help systems

Definitions

  • This invention relates generally to the field of help desks and more particularly to a distributed help desk system and method.
  • help desk system often manages assignment of tasks related to solving various problems that may be experienced by a computer system.
  • ServiceCenter available from Peregrine Systems, Inc.
  • Help desk systems may incorporate recent technological advances to operate in a quick and productive way.
  • help desks systems conventionally use graphical user interface features such as windows, pull-down menus, buttons, bitmaps, and scroll bars to facilitate entry of a problem by reducing the number of keystrokes necessary for problem entry.
  • graphical user interface features such as windows, pull-down menus, buttons, bitmaps, and scroll bars to facilitate entry of a problem by reducing the number of keystrokes necessary for problem entry.
  • graphical user interface features provides some advantages, the use of a graphical user interface also leads to several disadvantages, particularly in the context of a multi- user help desk system.
  • Such a system requires a large amount of network bandwidth in order to provide good response times between a client using a graphical user interface, which conventionally runs on a personal computer, and the help desk system.
  • help desk systems are limited to an office, a building, or a campus environment .
  • a business environment is not necessarily limited to one building, one country, or one geographical area.
  • multiple help desk systems each at a separate physical location, may need to cooperate in order to support larger business environments. Therefore, information associated with the problem to be solved and the status of that problem may need to be exchanged between multiple help desk systems.
  • Information about the customer, the supported environment, and the history of the problems are valuable and facilitate fast and effective support.
  • information relating to the infrastructure of the computer system to which a help desk system provides support is useful in supporting the problem management process.
  • Such information may include an inventory of infrastructure items like routers, lines, servers, PC's, software, and other infrastructure items suitable for use in a computer network.
  • this inventory information may be present to support a single, isolated help desk system, it loses its support value if the problem is sent to another help desk system that no longer has access to this inventory information.
  • access to inventory information, information associated with the problem to be solved, the status of that problem, and additional support information is useful, this information is not conventionally automatically available to isolated help desks. Therefore, assignment, escalation, reporting, and status tracking are either difficult or impossible for customer problems that extend beyond the operating area of a single help desk system, rendering difficult the support of a customer located in numerous locations.
  • the invention comprises a distributed help desk system and method.
  • a method for providing support for a computer system includes receiving at a first help desk application program information associated with a customer concerning a problem with the computer system that is experienced by the customer. The method further includes storing the information in a first database and conditionally replicating portions of the information to a second database that is accessible by a second help desk application program.
  • a distributed help desk system includes a first computing system comprising a first processor and a first memory system. A first help desk application program is stored in the first memory system and is executable by the first processor. The system also includes a first database accessible by the first help desk application program. The first database is operable to store data for use by the first- help desk application program.
  • the system also includes a second computing system comprising a second processor and a second memory system.
  • the system also includes a second help desk application stored in the second memory system and executable by the second processor.
  • a second database in the system is accessible by the second help desk application program and is operable to store data for use by the second help desk application program.
  • the system also includes a data replicator operable to replicate selected portions of any data stored in the first database to the second database for access by the second help desk application program.
  • the invention allows help desk operators to have access to problem and inventory information through user .
  • friendly screens that facilitate their work by providing information with limited keystrokes, yet also allows them to be more effective in resolving problems in a timely fashion due to the availability of good support information, history, and reference material.
  • Each individual help desk can operate quickly since all data access is to local storage, and it can operate autonomously since there is no dependency on external connections . However, it can still operate as part of a bigger support organization because relevant information is made available to all appropriate help desks within the system.
  • the invention therefore provides help desks with the relevant information necessary to support the problem solving process, even when the information was entered at another location.
  • the invention allows data transfer between separate help desks over slower communication lines such as lines in a wide-area network, yet still allows the use of graphical user interfaces .
  • help desks can therefore exist to handle organizational, cultural, and lingual differences, but they can also cooperate to solve a problem because they each have access to the required information. Assignment to support groups, status tracking of problems, and reporting is therefore not bound to the traditional boundaries of isolated help desks.
  • FIGURE 1 is a block diagram of one embodiment of a distributed help desk system according to the teachings of the present invention
  • FIGURE 2 is a block diagram illustrating one representation of information stored in a database in the distributed help desk system illustrated in FIGURE 1;
  • FIGURE 3 is a block diagram illustrating portions of the information illustrated in FIGURE 2, showing additional details of that information;
  • FIGURE 4 is a table illustrating the replication of data stored in various databases in the distributed help desk system illustrated in FIGURE 1;
  • FIGURE 5 is a flow chart illustrating example steps associated with the operation of the distributed help desk system illustrated in FIGURE 1.
  • FIGURE 1 through 5 of the drawings like numerals being used for like and corresponding parts of the various drawings.
  • FIGURE 1 is a block diagram of one embodiment of a distributed help desk system 10 according to the teachings of the present invention.
  • Distributed help desk system 10 allows multiple help desks at different locations to access information useful in solving a problem that is initially received at one of those help desks .
  • a distributed help desk system 10 includes locations 100, 200, 300, and 400. Locations 100, 200, 300, and 400 include a computing device 102, 202, 302, and 402, respectively. Computing devices 102, 202, 302, and 402 may be substantially similar.
  • Computing device 102 preferably includes a processor 110 and a memory 120 accessible by the processor 110.
  • Memory 120 may comprise both random access memory as well as disk storage or other types of storage.
  • Memory 120 preferably stores a help desk application program 130, a database 140 associated with the help desk application program 130, and a database replicator 150 associated with the database 140.
  • help desk application program 130 is a ServiceCenter help desk application program available from Peregrine Systems, Inc.; however, any suitable help desk application program may be used.
  • database 140 is an INGRES database
  • database replicator 150 is an INGRES database replicator; however, other suitable brands and types of databases and replicators may be used.
  • Help desk application program 130 may function to manage assignment of tasks related to solving problems that may be experienced by a computer system.
  • help desk application program 130 provides functions related to problem management and inventory management.
  • Problem management functions may include opening a problem record, updating a problem record, and closing a problem record.
  • Example steps that may be associated with inventory management include adding inventory items and locating inventory items .
  • Database 140 may store various types of information used by help desk application program 130 in processing a problem. Database 140 may receive this information from help desk application program 130 or, as described in greater detail below, from other computing devices located within distributed help desk system 10.
  • Problem and Inventory Information 146 is one type of information stored in database 140.
  • Problem and Inventory Information 146 includes two primary categories of information: problem information and inventory information.
  • Problem information includes information associated with a specific problem experienced by a customer.
  • Inventory information includes technical information relating to the systems that are being managed.
  • Problem information may be received from a customer for each problem experienced.
  • Inventory information may be maintained in database 140, but is not necessarily updated by a customer for each problem experienced. Examples of Problem and Inventory Information used by help desk application program 130 are discussed in greater detail below in conjunction with FIGURES 2 and 3.
  • Replicator 150 replicates certain data stored within database 140 to selected other databases within distributed help desk system 10 for use by other help desk application programs that are associated with those databases. By replication of certain data from one database, such as database 140, to other databases, such as databases 240, 340, and 440, a plurality of help desk application programs can be involved in solving a problem entered at only one location.
  • Processors 210, 310, and 410 may be substantially similar to processor 110.
  • Memory 220, 320, and 420 may be substantially similar to memory 120.
  • Help desk application programs 230, 330, and 430 may be substantially similar to help desk application program 130.
  • Databases 240, 340, and 440 and Problem and Inventory Information 246, 346, and 446 may be substantially similar to database 140.
  • Replicators 250, 350, and 450 may be substantially similar to replicator 150.
  • each location 100, 200, 300, and 400 is associated with a plurality of customers. If a location and a customer are associated, information related to a problem experienced by a customer may be provided to the help desk application program stored at that location for handling. For each location 100, 200, 300, and 400, information may be provided to the help desk application stored within the location through the use of a workstation or a personal computer (not explicitly shown) connected to the computing device at that location. Such workstations or personal computers may incorporate graphical user interfaces, which conventionally require communication pathways having a large bandwidth. In the embodiment illustrated in FIGURE 1, customers
  • a customer may be associated with more than one location.
  • information relating to a problem experienced by customer 170 may be provided to either help desk application program 130 at location 100 or help desk application program 430 at location 400.
  • a "customer" includes any distinct entity for which separate identification is desired, and is not limited to separate companies. For example, a division of a company may be a customer even though the company itself is also a customer. Each location is also associated with a support group.
  • a support group may be one or more personnel that handle solving of problems provided to a help desk application program. If a support group and a location are associated, the support group may handle solving of any problems entered into the help desk application program stored within that location.
  • a support group 190 is associated with location 100
  • a support group 290 is associated with location 200
  • a support group 390 is associated with location 300
  • a support group 490 is associated with location 400.
  • support group 190 handles problems entered into help desk application program 130
  • support group 290 handles problems entered into help desk application program 230
  • support group 390 handles problems entered into help desk application program 330
  • support group 490 handles problems entered into help desk application program 430.
  • Support group 290 is discussed in greater detail below in conjunction with FIGURE 4.
  • a customer and a support group may also be associated. If a customer and a support group are associated, the support group may handle problems initially provided by that customer to any help desk application, rather than only problems provided to a help desk application at a location associated with the support group.
  • the support groups with which a customer is associated may be defined for each customer. In the embodiment illustrated in FIGURE 1, customer 280 and support group 390 are associated. Thus support group 390 may handle problems for customer 280 even though information relating to customer 280 may be originally entered only into help desk application program 230, which is at location 200.
  • Customers 170, 180, 270, 370, 380, and 470 are not associated with any support groups; however, support group 290 may handle problems related to these customers for reasons discussed in conjunction with FIGURE 4.
  • replicators 150, 250, 350, and 450 replicate selected portions of Problem and Inventory Information 146, 246, 346, and 446 stored in databases 140, 240, 340, and 440, respectively.
  • each replicator preferably is operable to replicate data to each of the other databases contained within distributed help desk system 10.
  • data is replicated is determined by several factors discussed below in conjunction with FIGURE 4. Those factors relate to whether the help desk application program located at a particular location requires access to the replicated data.
  • FIGURE 2 is a block diagram illustrating one representation of Problem and Inventory Information 146 stored within database 140.
  • Problem and Inventory Information 146 stored within database 140 may be illustrated, as shown in FIGURE 2, as a collection of records 147, each storing Problem and Inventory Information 146 files related to a particular problem. Records 147 include a first record 148 associated with a first problem. However, although each record 147 is related to a particular problem, each record 147 may contain both information that is specific to the particular problem for which the record exists and also information that applies to all records 147.
  • Problem and Inventory Information 246, 346, and 446 may be analogous to Problem and Inventory Information 146.
  • FIGURE 3 Examples of files containing problem management information in an embodiment of the invention utilizing Peregrine's ServiceCenter help desk application for help desk application program 130 are illustrated in FIGURE 3; however, other suitable files may be used to store problem management information, and these particular files may be omitted in favor of others .
  • Problem management information may contain information associated with a specific problem experienced by a customer.
  • Example files include a Problem file 712, a Problem Summary file 714, a Mail file 716, a Schedule file 780, a Number file 778, a Customer file 722, an Assignment file 720, a Probable Cause file 802, and a Category file 718.
  • Problem file 712 includes a history of a problem.
  • Problem Summary file 714 includes an overview of a problem.
  • Schedule file 780 includes events that are scheduled for execution, such as alerts and mails.
  • Mail file 716 receives any mails issued based upon the handling of a problem.
  • Number file 778 is used to generate the next problem number for assignment to the next problem received by help desk application program 130.
  • Number file 778 is used to generate a problem identification number associated with a problem.
  • Number file 778 is not replicated because synchronously updating a central number for use by all locations 100, 200, 300 and 400 would destroy local autonomy. However, asynchronously replicating Number file 778 could result in separate problems having the same problem identification number.
  • each help desk application program 130, 230, 330 and 430 is preferably assigned a range of problem identification numbers for assignment to problems received at that location, thus avoiding any potential conflict in numbering.
  • Customer file 722 includes information indicating for which customer the problem is reported.
  • Assignment file 720 includes information indicating the support group to which the problem is assigned.
  • Probable Cause file 802 includes information indicating the probable cause of the problem.
  • Category file 718 includes information indicating the type of problem.
  • Additional files that are related to problem management may include a Priority file 724, a Severity file 726, an Operator Profile file 776, a Problem Management Group Profile file 796, a Problem Management Environment file 798, a Location file 766, a Contact file 770, a Model file 772, a Softwarel file 774, a Format file 792, a Format Control file 794, a Validity Table file 806, a Link Table file 804, and a Stored Query file 800.
  • Inventory information may contain technical information relating to the systems that are being managed.
  • Example files include Device file 728, Vendor file 768, Bridge file 730, Circuit file 732, Port file 734, Controller file 736, CPU file 738, FEP file 740, Modem file 742, Lines file 744, Peripherals file 746, PC file 748, Printer file 750, Server file 752, Switch file 754, Workstation file 756, Terminal file 758, Voice file 760, RUPC file 762, RULine file 764, and RUController file 765.
  • FIGURE 3 is a block diagram illustrating portions of record 148, illustrated in FIGURE 2, showing additional details of the contents of record 148.
  • problem record 148 includes a plurality of files containing information that may be required by help desk application program 130 for solving the problem for which record 148 was generated. This information may be divided into three categories: a customer specific data 810, a global data 820, and a local data 830. The category assigned a data file determines, in part, to where a data file may be replicated.
  • Customer specific data 810 is data that is related to a particular customer.
  • all customer specific data files include a field having a customer code identifying the customer to which the customer specific data file applies. This customer code is generated for each customer specific file when a problem is provided to a help desk application program. The customer code that is provided is based on the customer that experienced the problem requiring assistance. Replication of customer specific data 810 is based on the customer code assigned tc the customer data files .
  • Global data 820 is data that is not necessarily related to a particular customer. Replication of global data files is discussed below.
  • Local data 830 is data ha is maintained locally at the location where it was entered. Local data 830 is not replicated.
  • portions of Problem and Inventory Information 146, 246, 346, and 446 are replicated by replicator 150 to other computing devices within distributed help desk system 10.
  • portions of Problem and Inventory Information 146 is to be replicated is determined both by the type of location 200, 300, and 400, and the category of information.
  • distributed help desk system 10 includes four locations 100, 200, 300, and 400. According to the invention, each of these locations is a specific type of location. Location 200 is a central location. In one embodiment, all customer specific data 810 and global data 820 are replicated to central locations regardless of which customers are associated with the central location.
  • Location 300 is a support group location.
  • a support group location includes a support group that may handle problem solving for customers that are not associated with that location.
  • location 300 is a support group location because support group 390 may handle problem solving for customer 280 and because customer 280 is not associated with location 300.
  • support group 290 may handle problems for all customers; however, central location 200 is not classified as a support group location.
  • a third type of location is a standard location.
  • a standard location is a location that is not a central location or a support group location.
  • Locations 100 and 400 are standard locations.
  • all customer specific data 810 having a field with a customer code designating a given customer is replicated to locations with which that customer is associated.
  • all customer specific data 810 having a field with a customer code designating a given customer is replicated to all support group locations associated with support groups that are associated with that customer.
  • all customer specific data 810 is replicated to all central locations.
  • global data such as global data 820, is replicated to all locations within the distributed help desk system 10.
  • Local data such as local data 830, is not replicated.
  • FIGURE 4 is a table illustrating the replication of data from one location within distributed help desk system 10 to another. Eight example cases of replication are illustrated.
  • data provided to help desk application program 130 at location 100 on behalf of customer 170 for a given problem is replicated as follows.
  • Customer specific data such as customer specific data 810
  • Customer specific data 810 is replicated to location 200 because location 200 is a central location.
  • Customer specific data 810 is also replicated to location 400 because location 400 is a support group location having a support group with which customer 170 is associated.
  • Global data such as global data 820, is replicated to locations 200, 300, and 400. Local data is preferably not replicated.
  • data provided to help desk application program 130 at location 100 on behalf of customer 180 for a given problem is replicated as follows.
  • Customer specific data such as data analogous to customer specific data 810
  • Customer specific data 810 is not replicated to locations 300 and 400.
  • Global data such as data analogous to global data 820, is replicated to locations 200, 300, and 400.
  • Local data such as data analogous to local data 830, is preferably not replicated.
  • data provided to help desk application program 230 at location 200 on behalf of customer 270 for a given problem is replicated as follows.
  • Customer specific data such as data analogous to customer specific data 810
  • Customer specific data is not replicated to locations 100, 300, and 400 because these locations are not central locations. They are not associated with customer 270, and they are not associated with a support group that is associated with customer 270.
  • Global data such as data analogous to global data 820
  • Local data such as data analogous to local data 830, is preferably not replicated.
  • data provided to help desk application program 230 at location 200 on behalf of customer 280 for a given problem is replicated as follows.
  • Customer specific data such as data analogous to customer specific data 810
  • location 300 is associated with support group 390, which is associated with customer 280.
  • Global data such as data analogous to global data 820
  • Local data such as data analogous to local data 830, is preferably not replicated.
  • data provided to help desk application program 330 at location 300 on behalf of customer 370 for a given problem is replicated as follows.
  • Customer specific data such as data analogous to customer specific data 810
  • location 200 is a central location.
  • Customer specific data is not replicated to locations 100 and 400.
  • Global data such data analogous to global data 820
  • Local data such as data analogous to local data 830, is preferably not replicated.
  • data provided to help desk application program 330 at location 300 on behalf of customer 380 for a given problem is replicated as follows.
  • Customer specific data such as data analogous to customer specific data 810
  • Customer specific data is replicated to location 200 because location 200 is a central location. Customer specific data is not replicated to locations 100 and 400.
  • Global data such data analogous to global data 820
  • Local data such as data analogous to local data 830
  • Customer specific data is replicated to location 200 because location 200 is a central location.
  • Customer specific data is not replicated to locations 100 and 300.
  • Global data, such data analogous to global data 820 is replicated to locations 100, 200, and 300.
  • Local data such as data analogous to local data 830, is preferably not replicated.
  • data provided to help desk application program 430 at location 400 on behalf of customer 480 for a given problem is replicated as follows.
  • Customer specific data such as data analogous to customer specific data 810
  • Customer specific data is also replicated to location 200 because location 200 is a central location.
  • Customer specific data is not replicated to locations 300 and 400.
  • Global data such as data analogous to global data 820
  • Local data such as data analogous to local data 830, is not replicated.
  • data required by help desk application programs 130, 230, 330, and 430 is accessible by those applications in order to handle processing cf problem entered at remote locations.
  • FIGURE 5 is a flow chart illustrating steps associate with the operation of distributed help desk system 13. With reference to FIGURE 1 through 5, and particularly FIGURE 5, the operation of distributed help desk system 10 is described.
  • Operation of distributed help desk system 10 begins at step 900.
  • a problem record is opened for a particular customer. Opening a problem record may include receiving information on the behalf of a customer describing the problem experienced by the customer.
  • portions of the data associated with the problem are replicated as described above. This replication provides information required by help desk application programs stored at remote locations to participate in the problem solving process.
  • the problem record is updated.
  • a problem record may be updated by receiving information related to a change in status of the problem.
  • a problem record may be updated at the location the problem information was originally received, or it may be updated at any location that has access to the data associated with the problem. If step 910 is associated with opening a problem record for customer 170, step 930 of updating a problem record may occur through reception of information at locations 100, 200 or 400. Locations 200 and 400 may update a problem associated with customer 170 that was initially received at location 100 because customer specific data 810 is replicated to locations 200 and 400.
  • step 940 portions of the data associated with the problem are replicated as described above. If step 930 of updating the problem record included receiving information at location 400, customer specific data 810 is replicated to locations 100 and 200 because location 100 is associated with customer 170 and location 200 is a central location. If step 930 of updating the problem record includes receiving information at location 200, customer specific data 810 is replicated to the locations associated with customer 170, which are locations 100 and 400.
  • a problem record is closed.
  • step 960 of replicating appropriate data to appropriate locations is executed.
  • step 950 of closing a problem record includes receiving information at location 400
  • customer specific data 810 is replicated to location 100 because location 100 is associated with customer 170 and to location 200 because location 200 is a central location.
  • the operation of distributed help desk system 10 ends at step 970.
  • distributed help desk system 10 allows multiple help desk application programs and support personnel associated with these help desk application programs to be involved in the problem solving process, while maintaining the ability of each help desk application program to communicate with operators through the use of a graphical user interface, which conventionally requires a large band width.

Abstract

Procédé pour offrir un service d'assistance pour un système informatique, dans lequel une information (146, 246, 346, 446) associée à un client (170, 180, 270, 280, 370, 380, 470, 480) et concernant un problème du système informatique rencontré par le client est reçue par un premier programme (130) d'application du service d'assistance. Cette information est ensuite mémorisée dans une première base de données (140, 240, 340, 440) et des portion de cette information sont reproduites dans une seconde base de données (140, 240, 340, 440) accessible par un second programme d'application (140, 240, 340, 440) du service d'assistance.
PCT/US1998/009517 1997-05-19 1998-05-13 Systeme et procede pour service d'assistance reparti WO1998053396A1 (fr)

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