Method and system for improved help desk response

• US 20030140031A1
• Filed: 12/17/2002
• Published: 07/24/2003
• Est. Priority Date: 12/18/2001
• Status: Abandoned Application

• Current Assignee: Caldvor Acquisitions Ltd LLC (Intellectual Ventures LLC)
• Original Assignee: Caldvor Acquisitions Ltd LLC (Intellectual Ventures LLC)
• Inventors: Thomas, Shawn, Woodfin, Michael
• Application Number:
  US10/321,117
• Publication Number:
  US 20030140031A1
• Time in Patent Office: Days
• US Class Current: 707/1
• CPC Class Codes: G06F 16/00 Information retrieval; Database structures therefor; File system structures therefor
• CPC Class Codes: G06F 16/951 Indexing; Web crawling techniques
• CPC Class Codes: G06F 16/9538 Presentation of query results
• CPC Class Codes: G06F 40/103 Formatting, i.e. changing of presentation of documents automatic justification G06F40/189; automatic line break hyphenation G06F40/191
• CPC Class Codes: G06F 40/166 Editing, e.g. inserting or deleting
• CPC Class Codes: G06F 9/4451 User profiles; Roaming
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass
• CPC Class Codes: Y10S 707/99948 Application of database or data structure, e.g. distributed, multimedia, or image

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.

Claims

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.