Information technology support system and method

• US 8,170,545 B1
• Filed: 02/05/2007
• Issued: 05/01/2012
• Est. Priority Date: 02/05/2007
• Status: Expired due to Fees

• Current Assignee: Sprint Communications Company LP (Deutsche Telekom AG)
• Original Assignee: Sprint Communications Company LP (Deutsche Telekom AG)
• Inventors: Freeburne, Alexander Benton
• Primary Examiner(s): Cordero, Marivelisse Santiago
• Assistant Examiner(s): TRAN, MONG-THUY THI
• Application Number:
  US11/671,349
• Time in Patent Office: 1,912 Days
• Field of Search: 707/102, 709/224, 455/414.1, 455/432.3, 455/67.11, 455/557, 455418-420, 455423-425, 714/2, 714/26, 379/433.01
• US Class Current: 455/423
• CPC Class Codes: H04L 41/5074 Handling of user complaints or trouble tickets
• CPC Class Codes: H04L 67/025 for remote control or remote monitoring of applications
• CPC Class Codes: H04M 1/24 Arrangements for testing
• CPC Class Codes: H04W 24/00 Supervisory, monitoring or testing arrangements

Abstract

A computer support tool is provided. The tool includes diagnostic software and a user interface. The diagnostic software identifies information associated with a computer problem, wherein the information is based on the needs of help desk personnel. The user interface informs a user of the information associated with the computer problem, and suggests a self help option for the user to address the computer problems.

Claims

1. A mobile device, comprising:

a non-transitory memory;

a mobile device support tool comprising diagnostic software embodied in the non-transitory memory to identify diagnostic information associated with a mobile device problem experienced by the mobile device, wherein the diagnostic information is the same diagnostic information provided to help desk personnel, and wherein the diagnostic information comprises processor usage information of the mobile device, memory usage information of the mobile device, information about a configuration of a server with which the mobile device communicates to enable a mobile device user to address the mobile device problem, and an amount of network storage space available for the mobile device to enable the mobile device user to address the mobile device problem; and

a user interface to inform the mobile device user of the diagnostic information associated with the mobile device problem, and to suggest a self help option for the mobile device user to address the mobile device problem, wherein the user interface is further operable to enable the mobile device user to capture an image of the diagnostic information associated with the mobile device problem and to convey the captured image to the help desk personnel.

2. The tool of claim 1 wherein the self help option includes a web link to guide the mobile device user in addressing the mobile device problems.

3. The tool of claim 1 wherein the diagnostic software identifies information associated with the mobile device problem based on a record of mobile device information.

4. The tool of claim 1 wherein the user interface is further operable to enable the mobile device user to convey the diagnostic information associated with the mobile device problem to the help desk personnel.

5. The tool of claim 1, wherein the diagnostic software runs automatically in the background on the mobile device to monitor mobile device conditions.

6. The tool of claim 5, wherein the diagnostic software runs automatically in the background on the mobile device to monitor keys that stick.

7. The tool of claim 5, wherein the diagnostic software runs automatically in the background on the mobile device to monitor pixels that are burnt out.

8. The tool of claim 5, wherein the diagnostic software runs automatically in the background on the mobile device to monitor internal temperatures outside of normal operating ranges.

9. The tool of claim 5, wherein the diagnostic software runs automatically in the background on the mobile device to monitor a backlight growing dim.

10. The tool of claim 1, wherein the user interface further lists a list of five common causes of the mobile device problem, wherein a suggested action is listed for each one of the five common causes.

11. A computer support method, comprising:

identifying, by a computer, diagnostic information associated with a computer problem experienced by the computer, wherein the diagnostic information is the same diagnostic information provided to help desk personnel, and wherein the diagnostic information comprises processor usage information, memory usage information, information about a configuration of a server with which the computer communicates to enable a computer user to address the computer problem, and an amount of network storage space available for the computer to enable the computer user to address the mobile device problem;

informing the computer user of the diagnostic information associated with the computer problem;

suggesting, by the computer, a self help option for the computer user to address the computer problem;

enabling the computer user to capture an image of the diagnostic information associated with the computer problem; and

enabling the computer user to convey the captured image to the help desk personnel.

12. The method of claim 11 further comprising responding to user input by executing an action to address the computer problem.

13. The method of claim 11 wherein the self help option includes a web link to guide the computer user in addressing the computer problem.

14. The method of claim 11 wherein identifying diagnostic information associated with the computer problem is based on a record of computer information.