SYSTEMS AND METHODS FOR PROVIDING HIERARCHY OF SUPPORT SERVICES VIA DESKTOP AND CENTRALIZED SERVICE
First Claim
1. A method for providing a hierarchy of automated local and remote support services to a device, the method comprising:
- (a) detecting, by an agent executing on a device, a problem to be remediated on the device;
(b) performing, by the agent, automated remediation of the detected problem on the device;
(c) determining, by a centralized service operating on one or more services remote to the device responsive to receiving a request for support on the device, a service to perform on the device; and
(d) communicating, automatically by the centralized service via a remote connectivity tool providing a remote connection to the device, a local automation service to the device to perform the service.
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Accused Products
Abstract
The present solution provides increases in automation, scalability and efficiency for delivering technical support services to devices. Systems and methods of the present solution provide a hierarchy or layers of automated desktop services with remote technical support services, which may be automated. The present solution provides an on desktop automation support system that detects and automatically remediates problems on a device of the user. If the problem is not fixed or fixable via local automated remediation at the desktop, a centralized service may remotely deliver technical support services to the device in the form of automated support services delivered to the device or remote technical agents connecting remotely with the device. With the combination of local support automation, remote support automation, remote and onsite technicians, the centralized service may deliver a hierarchy or multi-layers of services to any device.
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Citations
22 Claims
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1. A method for providing a hierarchy of automated local and remote support services to a device, the method comprising:
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(a) detecting, by an agent executing on a device, a problem to be remediated on the device; (b) performing, by the agent, automated remediation of the detected problem on the device; (c) determining, by a centralized service operating on one or more services remote to the device responsive to receiving a request for support on the device, a service to perform on the device; and (d) communicating, automatically by the centralized service via a remote connectivity tool providing a remote connection to the device, a local automation service to the device to perform the service. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A system for providing a hierarchy of automated local and remote support services to a device, the system comprising:
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an agent executing on a device, the agent detecting a problem to be remediated on the device and performing automated remediation of the detected problem on the device; a centralized service operating on one or more services remote to the device responsive to receiving a request for support on the device; a support automation tool determining a service to perform on the device; a remote connectivity tool establishing a remote connection to the device; and wherein the support automation tool automatically communicates via the remote connection to the device, a local automation service to the device to perform the service. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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Specification