Consolidating and managing hardware maintenance services

• US 20070124155A1
• Filed: 11/30/2005
• Published: 05/31/2007
• Est. Priority Date: 11/30/2005
• Status: Abandoned Application

• Current Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Original Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Inventors: White, Jeff, McCollum, Debbie, Fagan, William
• Application Number:
  US11/290,348
• Publication Number:
  US 20070124155A1
• Time in Patent Office: Days
• US Class Current: 705/9
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance

Abstract

Methods, systems, and computer program products consolidate and manage maintenance services for hardware devices and their associated operating system. A method involves categorizing each hardware device into one of a plurality of device categories, establishing support levels where each support level defines service response criteria, and pricing services based on the support level and/or the device category to which a hardware device is assigned. The method also involves receiving a problem resolution request associated with a hardware device and generating problem case data associated with the problem resolution request and dispatching the problem case data to a single primary service provider regardless of which hardware device is associated with the request.

Claims

1. A method for consolidating and managing hardware maintenance services for a plurality of hardware devices, the method comprising:

categorizing each hardware device into one of a plurality of device categories;

establishing support levels each support level defining service response criteria;

pricing services based on at least one of the device category to which a hardware device is assigned or the support level;

receiving a problem resolution request associated with a hardware device and generating problem case data associated with the request; and

dispatching the problem case data to a single primary service provider regardless of which hardware device is associated with the request.

2. The method of claim 1, further comprising:

receiving hardware maintenance services associated with the request;

receiving a single consolidated report describing all the hardware maintenance services rendered during a period for all hardware devices receiving hardware maintenance services; and

receiving a single invoice including costs for all the hardware maintenance services rendered during a period regardless of which hardware devices received hardware maintenance services.

3. The method of claim 2, wherein receiving hardware maintenance services comprises at least one of the following:

receiving technical services from a dispatched field engineer in response to determining that the problem case data is associated with a hardware problem; and

receiving technical services from engaged operating system support in response to determining that the problem case data is associated with an operating system problem.

4. The method of claim 1, further comprising:

receiving a change request associated with a hardware device wherein the change request comprises a request to at least one of install, move, add, or change a hardware device.

5. The method of claim 4, wherein the change request is implemented with zero day notice.

6. The method of claim 4, wherein the change request is implemented with no charge.

7. The method of claim 4, wherein the change request comprises a request to install a hardware device further comprising recertifying the hardware device without a charge.

8. The method of claim 4, wherein the change request comprises a request to change a support level assigned to a hardware device wherein the support level is changed with zero day notice.

9. The method of claim 1, wherein the change request is implemented as an addition or removal of a hardware device to or from a consolidated managed maintenance program (CMMP) and wherein the addition or removal is reflected in a monthly invoice as a prorated charge or credit.

10. The method of claim 1, wherein categorizing each hardware device comprises categorizing each hardware device based on at least one of a size, a model, a shape, or a processing power of each hardware device.

11. The method of claim 1, wherein establishing support levels comprises defining service response criteria per support level for at least one of the following:

request response time;

onsite response time;

time for parts to arrive onsite;

service coverage hours; and

service coverage days.

12. The method of claim 1, wherein pricing services comprises fixing service prices for one or more periods of time with or without an original equipment manufacturer warranty thereby making prices predictable, flexible, and competitive.

13. A computer program product comprising a computer-readable medium having control logic stored therein for causing a computer to consolidate and manage hardware maintenance services for a plurality of hardware devices, the control logic comprising computer-readable program code for causing the computer to:

categorize each hardware device into one of a plurality of device categories;

establish support levels each support level defining service response criteria;

price services based on at least one of the device category to which a hardware device is assigned or the support level;

receive a problem resolution request associated with a hardware device and generate problem case data associated with the request; and

dispatch the problem case data to a single primary service provider regardless of which hardware device is associated with the request.

14. The computer program product of claim 13, further comprising computer-readable program code for causing the computer to:

generate a single consolidated report describing all the hardware maintenance services rendered during a period for all hardware devices receiving hardware maintenance services; and

generate a single invoice including costs for all the hardware maintenance services rendered during a period of time for all hardware devices receiving hardware maintenance services during the period of time.

15. The computer program product of claim 13, further comprising, computer-readable program code for causing the computer to:

receive a change request associated with a hardware device wherein the change request comprises a request to at least one of install, move, add, or change a hardware device.

16. The computer program product of claim 15, further comprising, computer-readable program code for causing the computer to record implementation of the change request in association with no charge.

17. A computer-implemented system for consolidating and managing hardware maintenance services for a plurality of hardware devices, the system comprising:

means for categorizing each hardware device into one of a plurality of device categories;

means for establishing support levels each support level defining service response criteria;

means for pricing services based on at least one of the device category to which a hardware device is assigned or the support level;

means for receiving a problem resolution request associated with a hardware device; and

means for dispatching the problem resolution request to a single primary service provider for any hardware device associated with the request.

18. The system of claim 17, further comprising:

means for generating a single consolidated report describing all the hardware maintenance services rendered during a period of time for any hardware devices receiving hardware maintenance services; and

means for generating a single invoice including costs for all the hardware maintenance services rendered during the period of time for any hardware devices receiving hardware maintenance services.

19. The system of claim 18, further comprising:

means for receiving a change request associated with a hardware device wherein the change request comprises a request to at least one of install, move, add, or change a hardware device.

20. The system of claim 19, wherein the change request is implemented with at least one of zero day notice, next day service, or without a charge.