SERVICE DELIVERY PLATFORM FOR AUTOMATED AND REMOTE INFORMATION TECHNOLOGY MANAGEMENT

• US 20090187413A1
• Filed: 01/18/2008
• Published: 07/23/2009
• Est. Priority Date: 01/18/2008
• Status: Abandoned Application

• Current Assignee: Dell Products LP (Dell Technologies Inc.)
• Original Assignee: Dell Products LP (Dell Technologies Inc.)
• Inventors: Schuckenbrock, Stephen Francis, Kushwaha, Rajveer Singh, Abels, Timothy
• Application Number:
  US12/016,715
• Publication Number:
  US 20090187413A1
• Time in Patent Office: Days
• US Class Current: 705/1.100
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

An apparatus for providing remote services to an integrated information technology environment. The information technology environment comprises a services appliance. The services appliance provides agent-less monitoring of information handling systems within the information technology environment. The apparatus comprises a remote management platform. The remote management platform comprises a service delivery platform and a network operations center. The service delivery platform receives services information from the services appliance, analyzes the services information and determines a response based upon the services information. The service delivery platform provides the response to the network operations center. The network operation center proactively initiates the response based upon the services information.

Claims

1. An apparatus for providing remote services to an information technology environment, the information technology environment comprising a services appliance, the services appliance providing agent-less monitoring of information handling systems within the information technology environment, the apparatus comprising

a remote management platform, the remote management platform comprising a service delivery platform and a network operations center,

the service delivery platform receiving services information from the services appliance, the remote management platform analyzing the services information and determining a response based upon the services information, the service delivery platform providing the response to the network operations center, the network operation center proactively initiating the response based upon the services information.

2. The apparatus of claim 1 further comprising:

a service desk operation; and

wherein

the network operations center initiates the response via the service desk operation.

3. The apparatus of claim 2 wherein:

the service desk operation comprises at least one of a partner service desk operation and a service provider service desk operation.

4. The apparatus of claim 1 further comprising:

a back end portion, the back end portion comprising at least one back end system; and

, wherein

the back end system provides information to the remote management platform for use in proactively initiating the response.

5. The apparatus of claim 4 wherein:

the back end system comprises at least one of a Centralized Resource Management (CRM) system, a configuration management database (CMDB) system, a Service Desk system, a GPS system, a rules engine (RE) system, a data warehouse (DW) system and a SQL system.

6. The apparatus of claim 1 wherein:

a partner portal, the partner portal providing a plurality of partner facing functions including at least one of a service offering function, an identity function, a service level agreement (SLA) function, a reporting function, an analytics function, a viewing function and a browser function.

8. The remote management platform of claim 1 wherein:

the network operations center is coupled to a service desk operation; and

the network operations center initiates the response via the service desk operation.

9. The remote management platform of claim 8 wherein:

the service desk operation comprises at least one of a partner service desk operation and a service provider service desk operation.

10. The remote management platform of claim 1 wherein:

the service delivery platform is coupled to a back end portion, the back end portion comprising at least one back end system; and

, wherein

the back end system provides information to the remote management platform for use in proactively initiating the response.

11. The remote management platform of claim 10 wherein:

the back end system comprises at least one of a Centralized Resource Management (CRM) system, a configuration management database (CMDB) system, a Service Desk system, a GPS system, a rules engine (RE) system, a data warehouse (DW) system and a SQL system.

7. A remote management platform for providing remote services to an information technology environment, the information technology environment comprising a services appliance, the services appliance providing agent-less monitoring of information handling systems within the information technology environment, the remote management platform comprising

a service delivery platform, the service delivery platform receiving services information from the services appliance, the remote management platform analyzing the services information and determining a response based upon the services information;

and,

a network operations center, the network operations center receiving the response from the service delivery platform, the network operation center proactively initiating the response based upon the services information.

12. The remote management platform of claim 7 further comprising:

a partner portal, the partner portal providing a plurality of partner facing functions including at least one of a service offering function, an identity function, a service level agreement (SLA) function, a reporting function, an analytics function, a viewing function and a browser function.