Service operations on a computer system

• US 20040078721A1
• Filed: 03/26/2002
• Published: 04/22/2004
• Est. Priority Date: 03/26/2002
• Status: Active Grant

• Current Assignee: Oracle America, Inc. (Oracle Corporation)
• Original Assignee: Sun Microsystems Incorporated (Oracle Corporation)
• Inventors: Williams, Emrys
• Granted Patent: US 6,918,055 B2
• Time in Patent Office: Days
• US Class Current: 714/46
• CPC Class Codes: G06F 11/0727 in a storage system, e.g. in a DASD or network based storage system drivers for digital recording or reproducing units G06F3/06; circuits for error detection or correction within digital recording or reproducing units G11B20/18; for distributed storage of data in networks, e.g. transport arrangements for network file system [NFS], storage area networks [SAN] or network attached storage [NAS], H04L67/1097
• CPC Class Codes: G06F 11/0748 in a remote unit communicating with a single-box computer node experiencing an error/fault remote testing G06F11/2294
• CPC Class Codes: G06F 11/2294 by remote test

Abstract

The invention relates to performing a service operation on a computer. In one embodiment, information indicative of the need for a service operation is sent by a customer computer to a support centre. Based on this received information, the support centre then identifies the service operation to be performed on the computer, such as the replacement of a faulty component. The support centre then creates a service task record describing this service operation, which is transmitted from the support centre to a mobile computing device associated with an engineer who is to complete the service operation. This typically includes schedule information, detailing when and where the service operation is to be performed. When the engineer then arrives at the customer location, a direct communication link is established between the customer computer to be serviced and the mobile computing device, for example using an infrared link. Information transmitted over this link allows the mobile computing device and the customer computer to confirm with one another the details of the service operation to be performed, such as which particular component of the computer is to be replaced. This minimises the likelihood of mistakes being made during the service operation. Finally, a confirmation that the repair has been completed can be transmitted from the mobile computing device and/or the customer computer itself back to the support centre.

Claims

1. A method of performing a service operation on a computer comprising the steps of:

receiving at a support centre from the computer information indicative of the need for a service operation;

identifying a service operation to be performed based on the information received from the computer;

forwarding a task record for the service operation from the support centre to a mobile computing device associated with an engineer who is to perform the service operation; and

prior commencement of the service operation on the computer, establishing a local communication link between the computer and the mobile computing device, and confirming the service operation to be performed using data transmitted over said link.

2. The method of claim 1, wherein the service operation to be performed comprises the replacement by the engineer of a particular component of the computer.

3. The method of claim 2, further comprising the step performed by the support centre of interacting with a stock control system to confirm the availability of a replacement for said particular component.

4. The method of claim 2, further comprising the step performed by the mobile computing device of verifying the identity of a replacement component obtained by the engineer against information included in the task record.

5. The method of claim 4, wherein said step of verifying includes scanning a bar code on the replacement component to ascertain its identity.

6. The method of claim 1, further comprising the step performed by the support centre of assigning the service operation to said engineer out of a plurality of possible engineers, said assignment being made on the basis of one or more predetermined criteria.

7. The method of claim 1, further comprising the step performed by the support centre of using diary information from the mobile computing device to schedule the service operation for said engineer.

8. The method of claim 1, wherein said step of confirming includes verifying authorisation information in the mobile computing device against information provided to the computer from the support centre for that service operation.

9. The method of claim 1, further comprising the step performed by the mobile computing device of sending a confirmation back to the support centre once the service operation has been completed.

10. The method of claim 9, wherein said confirmation is not sent until the mobile computing device has received notification from the computer that the service operation performed has been successfully tested.

11. The method of claim 9, wherein said confirmation is not sent until the customer has entered electronic verification into the mobile computing device that the service operation has been successfully completed.

12. The method of claim 1, wherein the mobile computer device receives information from the computer over said communications link to assist the engineer with the service operation.

13. The method of claim 1, wherein said information indicative of the need for a service operation is received at the computer from the support centre over a wide area network.

14. A method of running a support centre to control a service operation to be performed on a computer, the method comprising the steps of:

receiving at the support centre from the computer information indicative of the need for a service operation;

identifying a service operation to be performed based on the information received from the computer;

forwarding a task record for the service operation from the support centre to a mobile computing device associated with an engineer who is to perform the service operation; and

transmitting control information about the service operation to the computer for comparison with the task record on the mobile computing device, in order to allow the computer to confirm that the correct service operation is to be performed by the engineer.

15. The method of claim 14, wherein the service operation to be performed comprises the replacement by the engineer of a particular component of the computer, and said method further comprises the step of interacting with a stock control system to confirm the availability of a replacement for said particular component.

16. The method of claim 14, further comprising the steps of:

accessing diary information for one or more engineers who could possibly perform said service operation; and

scheduling the service operation for a particular engineer in accordance with said diary information.

17. The method of claim 14, further comprising the step of receiving confirmation that the service operation has been completed from at least one of said computer and said mobile computing device.

18. A method of using a mobile computing device to support a service operation on a computer, the mobile computing device being associated with an engineer who is to perform the service operation, said method comprising the steps of:

receiving a task record for the service operation from a support centre over a first network, wherein at least a portion of said task record can be matched with data available on said computer;

prior to commencement of the service operation on the computer, establishing a local communication link between the computer and the mobile computing device, and using said communications link to match said portion of the task record against the data available on said computer in order to confirm the service operation to be performed; and

sending a confirmation back to the support centre over the first network once the service operation has been completed.

19. The method of claim 18, wherein said first network is a cellular telephone network.

20. The method of claim 18, wherein said local communication link between the computer and the mobile computing device is an infrared link.

21. The method of claim 18, wherein the service operation to be performed comprises the replacement by the engineer of a particular component of the computer, and the method further comprises the step of verifying the identity of a replacement component to be used in the service operation against information included in the task record.

22. The method of claim 21, wherein said step of verifying includes scanning a bar code on the replacement component to ascertain its identity.

23. The method of claim 18, wherein said step of using said communications link to match said portion of the task record against the data available on said computer includes verifying authorisation information in the mobile computing device against information provided to the computer from the support centre for that service operation.

24. The method of claim 18, wherein the step of sending said confirmation back to the support centre is delayed until the mobile computing device has received notification from the computer that the service operation performed has been successfully tested.

25. The method of claim 18, wherein the step of sending said confirmation back t the support centre is delayed until the customer has entered electronic verification into the mobile computing device that the service operation has been successfully completed.

26. The method of claims 18, further comprising the step of receiving information from the computer over said communications link to assist the engineer with the service operation.

27. The method of claim 26, wherein the received information includes the deconfiguration status of a component to be replaced in said service operation.

28. A method of controlling a service operation on a computer comprising the steps of:

forwarding a task record for the service operation from a support centre to a mobile computing device associated with an engineer who is to perform the service operation;

forwarding information about the service operation from the support centre to the computer; and

prior to commencement of the service operation on the computer, establishing a local communication link between the computer and the mobile computing device, and confirming data from the task record against the information received by the computer from the support centre.

29. The method of claim 28, wherein the service operation to be performed comprises the replacement by the engineer of a particular component of the computer, and said method further comprises the step of verifying the identity of a replacement component against at least one of data included in the task record and the information received at the computer from the support centre.

30. The method of claim 28, further comprising the step of receiving a confirmation at the support centre from the mobile computing device once the service operation has been completed.

37. The apparatus of any of claims 28 to 33, wherein said local communication link is an infrared link.

31. Apparatus for controlling a service operation to be performed on a computer comprising:

a support centre including a first network interface to said computer for receiving information from the computer indicative of the need for a service operation;

a database of technical data for identifying a service operation to be performed based on the received information; and

a second network interface; and

a mobile computing device including a third network interface, for connection to the second network interface of the support centre, for receiving a task record for the service operation from the support centre; and

a fourth network interface for establishing a local communication link between the computer and the mobile computing device in order to allow the service operation to be verified prior to its commencement.

32. The apparatus of claim 31, wherein the mobile computing device further includes a bar scanner for verifying the identity of a component to be replaced during the service operation.

33. The apparatus of claim 31, wherein the support centre includes a scheduler for generating the task record.

34. The apparatus of claim 33, wherein the mobile computing device further includes a diary facility, and said service task is scheduled into said diary facility.

35. The apparatus of claim 31, wherein the mobile computing device further includes an authorisation facility, which operates over the local communication link with the computer.

36. The apparatus of claim 31, wherein the mobile computing device uses said third network interface to transmit a confirmation that the service operation has been completed back to the support centre.

38. A support centre for controlling a service operation to be performed on a computer, the support centre including:

means for receiving at the support centre from the computer information indicative of the need for a service operation;

means for identifying a service operation to be performed based on the information received from the computer;

means for forwarding a task record for the service operation from the support centre to a mobile computing device associated with an engineer who is to perform the service operation; and

means for transmitting control information about the service operation to the computer for comparison with the task record on the mobile computing device, in order to allow the computer to confirm that the correct service operation is to be performed by the engineer.

39. A support centre for controlling a service operation to be performed on a computer, the support centre including:

a first network interface operable to connect to said computer to allow receipt of information indicative of the need for a service operation from the computer;

a scheduler operable to generate a task record for the service operation to be performed in accordance with the information received from the computer;

a second network interface operable to connect to a mobile computing device associated with an engineer who is to perform the service operation;

and logic operable to download from the support centre the task record onto the mobile computing device via the second network interface, and to download control information about the service operation to the computer via the first network interface, wherein a comparison between the task record on the mobile computing device and the control information on the computer can confirm that the correct service operation is to be performed by the engineer.

40. The support centre of claim 39, wherein the service operation to be performed comprises the replacement by the engineer of a particular component of the computer, wherein said apparatus interacts with a stock control system to confirm the availability of a replacement for said particular component.

41. The support centre of claim 39, wherein said scheduler interacts with diary information for one or more engineers who could possibly perform said service operation, and schedules the service operation for a particular engineer in accordance with said diary information.

42. A mobile computing device to support a service operation on a computer, the mobile computing device being associated with an engineer who is to perform the service operation, said device comprising:

means for receiving a task record for the service operation from a support centre over a first network, wherein at least a portion of said task record can be matched with data available on said computer;

means for establishing, prior to commencement of the service operation on the computer, a local communication link between the computer and the mobile computing device, and using said communications link to match said portion of the task record against the data available on said computer in order to confirm the service operation to be performed; and

means for sending a confirmation back to the support centre over the first network once the service operation has been completed.

43. A mobile computing device to support a service operation on a computer, the mobile computing device being associated with an engineer who is to perform the service operation, said device method comprising:

a cellular telephone interface to establish a connection to a support centre;

a diary facility for storing a task record for the service operation, wherein the task record is received from the support centre over the cellular telephone interface;

a communications interface for establishing a local link with the computer to be serviced, wherein said local link is used to match said task record against data available on the computer, in order to confirm the service operation to be performed.

44. The device of claim 43, wherein said local link the computer and the mobile computing device is an infrared link.

45. The device of claim 43, wherein the service operation to be performed comprises the replacement by an engineer of a particular component of the computer, and the device further includes a reader for automatically verifying data on the replacement component to be used in the service operation against information included in the task record.

46. The device of claim 45, wherein said reader comprises a bar code scanner.

47. The device of claim 43, further comprising a security mechanism for transmitting authorisation data to the computer over said local link.

48. The device of claim 43, wherein a confirmation is sent back to the support centre once the mobile computing device has received notification from the computer that the service operation has been successfully completed.

49. The device of claim 43, further comprising a display for graphically depicting information received from the computer over said local link to assist the engineer with the service operation.

50. The device of claim 43, wherein the diary facility includes the ability to synchronise diary information with the support centre.

51. A support centre for controlling a service operation to be performed on a computer, the support centre including:

a cellular telephone interface for connection to a mobile computing device belonging to an engineer to perform said service operation;

a first network interface for connection to the computer to be serviced;

a scheduler for generating a service task record corresponding to said service operation for transmission over the cellular telephone interface to said mobile computing device, and information for transmission over said first network interface to the computer to be serviced; and

a memory system for storing records about outstanding service operations, wherein a record is closed upon receipt of confirmation over said cellular telephone interface that the service operation has been successfully completed, said confirmation being conditional on said task record corresponding correctly to the information transmitted over the first network interface to the computer to be serviced.

52. A computer program product comprising program instructions which when loaded into one or more machines for execution cause said one or more machines to implement a service operation on a computer by performing the steps of:

receiving at a support centre from the computer information indicative of the need for a service operation;

identifying a service operation to be performed based on the information received from the computer;

forwarding a task record for the service operation from the support centre to a mobile computing device associated with an engineer who is to perform the service operation; and

prior to commencement of the service operation on the computer, establishing a local communication link between the computer and the mobile computing device, and confirming the service operation to be performed using data transmitted over said link.

53. A computer program product comprising program instructions which when loaded for execution into one or more machines at a support centre cause said one or more machines to manage a service operation on a computer by performing the steps of:

receiving at the support centre from the computer information indicative of the need for a service operation;

identifying a service operation to be performed based on the information received from the computer;

forwarding a task record for the service operation from the support centre to a mobile computing device associated with an engineer who is to perform the service operation; and

transmitting control information about the service operation to the computer for comparison with the task record on the mobile computing device, in order to allow the computer to confirm that the correct service operation is to be performed by the engineer.

54. The computer program product of claim 53, wherein the service operation to be performed comprises the replacement by the engineer of a particular component of the computer, and said program instructions further cause the support centre to perform the step of interacting with a stock control system to confirm the availability of a replacement for said particular component.

55. The computer program product of claim 53, wherein said program instructions further cause the support centre to perform the steps of:

accessing diary information for one or more engineers who could possibly perform said service operation; and

scheduling the service operation for a particular engineer in accordance with said diary information.

56. The computer program product of claim 53, wherein said program instructions further cause the support centre to perform the step of receiving confirmation that the service operation has been completed from at least one of said computer and said mobile computing device.

57. A computer program product comprising program instructions which when loaded for execution into a mobile computing device cause said device, when used for a service operation on a computer, to perform the steps of:

receiving a task record for the service operation from a support centre over a first network, wherein at least a portion of said task record can be matched with data available on said computer;

prior to commencement of the service operation on the computer, establishing a local communication link between the computer and the mobile computing device, and using said communications link to match said portion of the task record against the data available on said computer in order to confirm the service operation to be performed; and

sending a confirmation back to the support centre over the first network once the service operation has been completed.

58. The computer program product of claim 57, wherein said first network is a cellular telephone network.

59. The computer program product of claim 57, wherein said local communication link between the computer and the mobile computing device is an infrared link.

60. The computer program product of claim 57, wherein the service operation to be performed comprises replacement by the engineer of a particular component of the computer, and the program instructions further cause the device to perform the step of verifying the identity of a replacement component to be used in the service operation against information included in the task record.

61. The computer program product of claim 60, wherein said step of verifying includes scanning a bar code on the replacement component to ascertain its identity.

62. The computer program product of claim 57, wherein said step of using said communications link to match said portion of the task record against the data available on said computer includes verifying authorisation information in the mobile computing device against information provided to the computer from the support centre for that service operation.

63. A computer program product comprising program instructions which when loaded for execution into one or more machines at a support centre cause said one or more machines to manage a service operation on a computer by performing the steps of:

forwarding a task record for the service operation from a support centre to a mobile computing device associated with an engineer who is to perform the service operation;

forwarding information about the service operation from the support centre to the computer; and

prior to commencement of the service operation on the computer, establishing a local communication link between the computer and the mobile computing device, and confirming data from the task record against the information received by the computer from the support centre.

64. The computer program product of claim 63, wherein the service operation to be performed comprises the replacement by the engineer of a particular component of the computer, and said program instructions cause the support centre to further perform the step of verifying the identity of a replacement component against at least one of data included in the task record and the information received at the computer from the support centre.

65. A method of operating a support centre for controlling a service operation to be performed on a computer, said method comprising the steps of:

storing records about outstanding service operations;

providing a cellular telephone interface for connection to a mobile computing device belonging to an engineer to perform said service operation;

providing a first network interface for connection to the computer to be serviced;

transmitting a service task record corresponding to said service operation over the cellular telephone interface to said mobile computing device;

transmitting information corresponding to at least part of said service task record over said first network interface to the computer to be serviced; and

receiving confirmation over said cellular telephone interface that the service operation has been successfully completed, said confirmation being conditional on said task record corresponding correctly to the information transmitted over the first network interface to the computer to be serviced;

and closing a stored record corresponding to the service operation on receipt of said confirmation.