Configuring and allocating software product technical services

• US 7,904,875 B2
• Filed: 12/12/2005
• Issued: 03/08/2011
• Est. Priority Date: 12/12/2005
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Corporation
• Inventors: Hegyi, Marco Armand
• Primary Examiner(s): Puente; Emerson C
• Assistant Examiner(s): Labud; Jonathan R
• Application Number:
  US11/299,444
• Publication Number:
  US 20070234272A1
• Time in Patent Office: 1,912 Days
• Field of Search: 717/101, 717/102, 717/103, 717/104
• US Class Current: 717/103
• CPC Class Codes: G06F 8/20 Software design
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

The present invention extends to methods, systems, and computer program products for configuring and allocating software product technical services. A service policy configuration defining one or more service models for the developing software product is received. A software product taxonomy, including one or more themes and corresponding technical services, for the developing software product is received. A service profile, including context on how the entity intends to utilize the developing software product, is received. The entity is authorized to utilize technical services associated with the developing software product in accordance with one of the service models in response to receiving the service profile. In other embodiments, a service request selection is made from a menu that lists themes and technical services associated with a software product. The service request is allocated to the identified service provider based on request allocation criteria. An entity is at least notified of a received answer.

Claims

1. At a computer system, the computer system including a processor and system memory, a method for configuring the offering of technical assistance services for a developing software product, the developing software product being developed by a plurality of different product development groups, one or more other software developers developing other software products that are to depend on at least a portion of the developing software product, the method comprising:

an act of receiving a service policy configuration defining one or more service models for the developing software product, the developing software product having a functionality defined by the plurality of different development groups, changes to the functionality of the developing software product being determined by at least one group of the plurality of different development groups, such that changes to the functionality of the developing software product are determined independent of the one or more other software developers developing other software products that are to depend on at least a portion of the developing software product, each service model corresponding to a specified type of software developer that is developing another software product that is to depend on at least a portion of the functionality of the developing software product, each service model defining a type and quantity of technical assistance services to be offered to a software developer when it is determined that the software developer is of the corresponding specified type of software developer;

an act of receiving a software product taxonomy for the developing software product, the software product taxonomy including one or more themes corresponding to different portions of the developing software product'"'"'s functionality, the software product taxonomy indicating one or more technical assistance services for each theme that are to be available to the other software developers developing software products that are to depend on the developing software product;

an act of receiving a service profile for an entity that is developing another software product that is to depend on the developing software product, the profile including context on how the entity intends to design the other software product to depend on the functionality of the developing software product, wherein changes to the functionality of the developing software product cause changes in the context on how the entity intends to design the other software product;

an act of identifying a type of the software developer corresponding to the entity;

an act of assigning a specified service model, from among the defined one or more service models, to the entity based on the identified type of software developer corresponding to the entity;

an act of the processor identifying portions of the developing software product'"'"'s functionality that are to be used to cause the other software product to depend on the developing software product as indicated in the context;

an act of identifying one or more themes applicable to the entity based on the identified portions of the developing software product'"'"'s functionality; and

an act of authorizing the entity to request technical assistance services associated with the identified one or more themes in accordance with identified service model in response to receiving the service profile.

2. The method as recited in claim 1, wherein the act of receiving a service policy configuration defining one or more service models for the developing software product comprises an act of receiving a service policy configuration that indicates allotted service hours, allotted service options, program duration, and messaging.

3. The method as recited in claim 1, wherein the act of receiving a software product taxonomy for the developing software product comprises an act of receiving a software product taxonomy developed through collaboration between a technical services program administrator and a product development group developing the developing software product.

4. The method as recited in claim 1, wherein the act of receiving a service profile for an entity that is developing another software product that is to depend on the developing software product comprises an act of receiving a service profile for an independent software vendor.

5. The method as recited in claim 1, wherein the act of receiving a service profile for an entity that is developing another software product that is to depend on the developing software product comprises an act of receiving a service profile for an enterprise developer.

6. The method as recited in claim 1, wherein the act of receiving a service profile for an entity that is developing another software product that is to depend on the developing software product comprises an act of receiving a service profile including context, selected from among supported APIs, interdependent technologies, 3^rd party products, and business information, that indicates how the entity'"'"'s other software product is to depend on the developing software product.

7. The method as recited in claim 1, wherein the act of authorizing the entity to request technical assistance services associated with the identified one or more themes comprises an act of authorizing the entity to request a specified amount of one or more types of human based technical assistance services.

8. The method as recited in claim 1, wherein the developing product comprises a version of an operating system and the other software product comprises an application that is to run on the version of the operating system.

9. At a computer system, the computer system including a processor and system memory, a method for providing technical assistance services for a developing software product, the developing software product being developed by a plurality of different product development groups, one or more other software developers developing other software products that are to depend on at least a portion of the developing software product, the technical assistance service allocated to a software developer to assist the software developer in developing a dependent software product, the method comprising:

an act of a service allocation module receiving a service request for technical assistance services from a software developer that is developing another software product that is depend on at least a portion of the functionality of the developing software product, the service allocation module controlling the allocation of service requests to a plurality of different service providers, the developing software product having a functionality defined by the plurality of different development groups, changes to the functionality of the developing software product being determined by at least one group of the plurality of different development groups, such that changes to the functionality of the developing software product is determined independent of the one or more other software developers developing other software products that are to depend on at least a portion of the developing software product and wherein changes to the functionality of the developing software product cause changes in the technical assistance;

an act of accessing request allocation criteria for the software developer, at least one request allocation criterion included in the service request, at least one request allocation criterion maintained at the service allocation module;

an act of the processor identifying an optimum service provider, from among the plurality of service providers, for servicing the service request by matching the accessed request allocation criteria and service provider characteristics to provide a match in accordance with a routing algorithm;

an act of sending the service request to the optimum service provider;

an act of receiving an answer to the to the service request from the identified service provider, the answer is based at least in part on the service provider'"'"'s expertise with respect to the at least one portion of the developing software product'"'"'s functionality that the other software product is to depend on; and

an act of at least notifying the software developer of the existence of the received answer.

10. The method as recited in claim 9, wherein the act of receiving a service request for technical assistance services from a software developer comprises an act of receiving a service request that includes updated profile information for the software developer.

11. The method as recited in claim 9, wherein the act of identifying an optimum service provider that is to respond to the service request comprises an act of identifying a service provider based on one or more of an existing relationship between the entity and a product development group developing the developing software product, competency in a specified language, capacity to service the service request, satisfaction scores from independent software developers, and a service provider'"'"'s areas of technical expertise.

12. The method as recited in claim 9, wherein the act of identifying an optimum service provider that is to respond to the service request comprises an act of identifying a service provider from a service providers that are located in different locations around the world.

13. The method as recited in claim 9, wherein the act of identifying an optimum service provider that is to respond to the service request an act of identifying a service provider based on routing criteria included in a previously received service policy for the developing software product.

14. The method as recited in claim 9, wherein the act of receiving an answer to the service request from the identified service provider comprises an act receiving an answer to the service request that was formulated through escalation one of the plurality of different product development groups developing the developing software product.

15. The method as recited in claim 9, wherein the act of receiving an answer to the service request from the identified service provider comprises an act receiving an answer to the at least one service question that was formulated through escalation to a product development database.

16. The method as recited in claim 9, where in the act of at least notifying the software developer of the existence of the received answer comprises an act of sending the answer to the software developer.

17. The method as recited in claim 9, further comprising:

an act of storing the answer in a knowledge base.

18. A computer program product for use at a computer system, the computer program product for implementing a method for allocating software product technical services for a developing software product to an appropriate service provider, the computer program product comprising one or more computer-readable storage media having stored thereon computer-executable instructions that, when executed by a processor, cause the computer system to perform the following:

receive a service request for technical assistance services from a software developer that is developing another software product that is depend on at least a portion of the functionality of the developing software product, the service allocation module controlling the allocation of service requests to a plurality of different service providers, the developing software product having a functionality defined by the plurality of different development groups, changes to the functionality of the developing software product being determined by at least one group of the plurality of different development groups, such that changes to the functionality of the developing software product is determined independent of the one or more other software developers developing other software products that are to depend on at least a portion of the developing software product and wherein changes to the functionality of the developing software product cause changes in the technical assistance;

access request allocation criteria for the software developer, at least one request allocation criterion included in the service request, at least one request allocation criterion maintained at the service allocation module;

identify an optimum service provider, from among the plurality of service providers, for servicing the service request by matching the accessed request criteria and service provider characteristics to provide a match in accordance with a routing algorithm;

send the service request to the optimum service provider;

receive an answer to the to the service request from the identified service provider, the answer is based at least in part on the service provider'"'"'s expertise with respect to the at least one portion of the developing software product'"'"'s functionality that the other software product is to depend on; and

at least notify the software developer of the existence of the received answer.

19. The computer-program product as recited in claim 18, wherein computer-executable instructions that, when executed by a processor, cause the computer system to identify an optimum service provider that is to respond to the service request comprise computer-executable instructions that, when executed by a processor, cause the computer system to identify an optimum service provider based on one or more of an existing relationship between the software developer and a product development group developing the developing software product, competency in a specified language, capacity to service the service request, satisfaction scores from independent software developers, and a service provider'"'"'s areas of technical expertise.

20. The computer-program product as recited in claim 18, wherein computer-executable instructions that, when executed by a processor, cause the computer system to identify an optimal service provider that is to respond to the service request comprise computer-executable instructions that, when executed by a processor, cause the computer system to identify an optimum service provider from a number of different service providers that are located in different locations around the world.