U.S. patent application number 10/321117 was filed with the patent office on 2003-07-24 for method and system for improved help desk response.
Invention is credited to Thomas, Shawn, Woodfin, Michael.
Application Number | 20030140031 10/321117 |
Document ID | / |
Family ID | 23340034 |
Filed Date | 2003-07-24 |
United States Patent
Application |
20030140031 |
Kind Code |
A1 |
Thomas, Shawn ; et
al. |
July 24, 2003 |
Method and system for improved help desk response
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.
Inventors: |
Thomas, Shawn; (Austin,
TX) ; Woodfin, Michael; (Austin, TX) |
Correspondence
Address: |
William D. Wiese
Jenkens & Gilchrist
A Professional Corporation
1445 Ross Avenue, Suite 3200
Dallas
TX
75202
US
|
Family ID: |
23340034 |
Appl. No.: |
10/321117 |
Filed: |
December 17, 2002 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
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60342031 |
Dec 18, 2001 |
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Current U.S.
Class: |
1/1 ;
707/999.001 |
Current CPC
Class: |
G06F 40/103 20200101;
G06Q 40/02 20130101; G06Q 99/00 20130101; G06Q 10/06 20130101; G06Q
30/02 20130101; Y10S 707/99948 20130101; G06F 16/00 20190101; G06F
40/166 20200101; G06F 9/4451 20130101; G06F 16/951 20190101 |
Class at
Publication: |
707/1 |
International
Class: |
G06F 017/30; G06F
007/00 |
Claims
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.
Description
PRIORITY STATEMENT UNDER 35 U.S.C. .sctn. 119 & 37 C.F.R.
.sctn. 1.78
[0001] 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."
BACKGROUND OF THE INVENTION
[0002] 1. Technical Field of the Invention
[0003] 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.
[0004] 2. Description of Related Art
[0005] 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.
[0006] 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.
[0007] 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.
SUMMARY OF THE INVENTION
[0008] 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.
BRIEF DESCRIPTION OF THE DRAWINGS
[0009] 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:
[0010] FIG. 1 illustrates the preferred method of improved help
desk response; and
[0011] FIG. 2 illustrates the preferred system for improved help
desk response.
DETAILED DESCRIPTION OF THE EXEMPLARY EMBODIMENTS OF THE
INVENTION
[0012] 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.
[0013] 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. 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.
[0014] Once a thorough, comprehensive, computerized 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.
[0015] 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. 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.
[0016] 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. 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.
[0017] 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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