Method and system to manage services for multiple managed computer systems

• US 8,458,300 B2
• Filed: 08/16/2010
• Issued: 06/04/2013
• Est. Priority Date: 04/17/2002
• Status: Expired due to Term

• Current Assignee: Dell Marketing LP (Dell Technologies Inc.)
• Original Assignee: Dell Marketing USA LP
• Inventors: Rive, Russell S., Rive, Peter Joshua
• Primary Examiner(s): Hwang, Joon H
• Assistant Examiner(s): ISOM, JOHN W
• Application Number:
  US12/857,269
• Publication Number:
  US 20110041079A1
• Time in Patent Office: 1,023 Days
• Field of Search: 709/203, 709220-223, 717168-178
• US Class Current: 709/220
• CPC Class Codes: G06F 8/61 Installation
• CPC Class Codes: H04L 41/046 comprising network management agents or mobile agents therefor
• CPC Class Codes: H04L 41/0803 Configuration setting
• CPC Class Codes: H04L 41/22 comprising specially adapted graphical user interfaces [GUI]
• CPC Class Codes: H04L 41/5054 Automatic deployment of services triggered by the service manager, e.g. service implementation by automatic configuration of network components
• CPC Class Codes: H04L 41/5064 Customer relationship management
• CPC Class Codes: H04L 41/5074 Handling of user complaints or trouble tickets
• CPC Class Codes: H04L 41/5096 wherein the managed service relates to distributed or central networked applications
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 67/34 involving the movement of software or configuration parameters network booting or remote initial program loading [RIPL] G06F9/4416
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols

Abstract

A method to facilitate provision of services to a managed system (e.g., a PC, PDA, cell phone) includes causing installation of an agent application on the managed system, the agent application including an install component to install at least one of a plurality of service applications on the managed system. Each of the plurality of service applications is to facilitate provision of a service provided by a respective service provider of a number of service providers to the managed system. A service input (e.g., from an IT administrator) is received at the management system. The service input identifies a subset of a number of service applications to be installed on the managed system. The subset of service applications is distributed to the managed system for installation by the agent application on the managed system.

Claims

1. A method to facilitate provision of services to a managed system operated by one or more users, the method including:

providing, by a management system, an agent application on the managed system, the agent application including an install component to install at least one of a plurality of service applications on the managed system, wherein each of the plurality of service applications facilitates provision of a service provided by a respective service provider of a plurality of service providers to the managed system, the agent application including a component for presenting user interfaces and information to a user;

at the management system, receiving service input identifying a subset of a plurality of service applications to be installed on the managed system;

at the management system, distributing the subset of the plurality of service applications to the managed system for installation by the agent application on the managed system;

and the management system facilitating rendering of customization information on the user interfaces according to requirements of a specific organization.

2. The method of claim 1, the management system facilitating the presentation of organization-specific information and choices to a user.

3. The method of claim 1 wherein the specific organization is selected from the group of organizations consisting of

a user organization that uses the managed system,

a service organization that provides one or more of services to the managed system,

a management organization that manages the supply of services from multiple service providers to the managed system, and

a supplier organization that supplies the managed system to a user organization.

4. The method of claim 3 wherein the customization information includes at least one of:

company/OEM name;

support phone;

window title;

introduction page;

icons;

text messages;

dialog boxes;

uniform resource locators (URL'"'"'s);

bitmaps;

copyright information;

read me file;

help website; and

graphic elements.

5. The method of claim 1 wherein the customization information is in the form of branding elements to be used by the agent application.

6. The method of claim 5 wherein the branding elements may be dynamically determined based on information included in a configuration file.

7. The method of claim 6 wherein the configuration file is based on a supplied activation code.

8. The method of claim 6 wherein the management system facilitates one or more of the user interfaces presented by the agent application to be branded with at least part of the customization information.

9. The method of claim 6 wherein the configuration file includes both graphic and textual information.

10. The method of claim 6 wherein the customization information is downloaded to the agent application as part of the configuration file.

11. The method of claim 6 wherein the configuration file is stored on a physical storage medium external to the management system and the managed system.

12. The method of claim 6 wherein the configuration file downloads from the management system to the managed system.

13. The method of claim 6 wherein the configuration file includes branding tags that delimit the customization information.

14. The method of claim 1 wherein the customization information is composed at the management system.

15. The method of claim 14 wherein the customization information is transmitted by a system administrator of the managed system.

16. The method of claim 1 wherein the customization information is received by the management system.

17. The method of claim 1 wherein the management system facilitates the agent application to present one of the user interfaces of the managed system on a periodic basis, the user interface providing information to a user regarding a service operation pertaining to the managed system, the service operation having previously been performed.

18. The method of claim 1 wherein one member of the subset requires installation by a user with administrator privileges, the management system receives a request from a non-administrator to install the one member of the subset by impersonating an administrator, and responsive to verification that the non-administrator is authorized to impersonate an administrator, the management system authorizes the non-administrator user to impersonate an administrator to install the one member of the subset.

19. A management system to facilitate provision of services to a managed system, the management system comprising:

at least one processor;

memory in communication with the at least one processor, the memory being configured to store instructions executable by the processor and including;

a distribution engine to cause installation, on the managed system, of an agent application including an inventory component;

a control component to receive a service input identifying a service application to be installed on the managed system, the service application to facilitate a provision of a respective service provided by a service provider to the managed system;

an inventory engine to receive inventory information, pertaining to the managed system, from the inventory component of the agent application and to store the inventory information in a database associated with the management system, the database including inventory information pertaining to a plurality of managed systems;

a qualification component configured to use the inventory information to determine whether the managed system is qualified to receive the provision of the respective service facilitated by the service application, wherein, upon qualification of the managed system, the service facilitated by the service application is provided to the managed system; and

a component for facilitating rendering of customization information on user interfaces presented by the agent application according to requirements of a specific organization.

20. A non-transitory computer-readable storage medium with an executable program stored thereon, wherein the program, when executed, instructs one or more computer processors of a management system to perform a method of managing a managed system, the method including:

providing an agent application on the managed system, the agent application including an install component to install at least one of a plurality of service applications on the managed system, wherein each of the plurality of service applications facilitates provision of a service provided by a respective service provider of a plurality of service providers to the managed system, the agent application including a component for presenting user interfaces and information to a user of the managed system;

receiving service input identifying a subset of a plurality of service applications to be installed on the managed system;

distributing the subset of the plurality of service applications to the managed system for installation by the agent application on the managed system; and

facilitating rendering of customization information on the user interfaces according to requirements of a specific organization.

21. The non-transitory computer-readable storage medium of claim 20, the method further including facilitating the presentation of organization-specific information and choices to a user.

22. The non-transitory computer-readable storage medium of claim 20 wherein the specific organization is selected from the group of organizations consisting of

a user organization that uses the managed system,

a service organization that provides one or more of services to the managed system,

a management organization that manages the supply of services from multiple service providers to the managed system, and

a supplier organization that supplies the managed system to a user organization.

23. The non-transitory computer-readable storage medium of claim 22 wherein the customization information includes at least one of:

company/OEM name;

support phone;

window title;

introduction page;

icons;

text messages;

dialog boxes;

uniform resource locators (URL'"'"'s);

bitmaps;

copyright information;

read me file;

help website; and

graphic elements.

24. The non-transitory computer-readable storage medium of claim 22 wherein the management system facilitates one or more of the user interfaces presented by the agent application to be branded with at least part of the customization information.

25. The non-transitory computer-readable storage medium of claim 20 wherein the customization information is in the form of branding elements to be used by the agent application.

26. The non-transitory computer-readable storage medium of claim 25 wherein the branding elements may be dynamically determined based on information included in a configuration file.

27. The non-transitory computer-readable storage medium of claim 26 wherein the configuration file is based on a supplied activation code.

28. The non-transitory computer-readable storage medium of claim 26 wherein the configuration file includes both graphic and textual information.

29. The non-transitory computer-readable storage medium of claim 26 wherein the customization information is downloaded to the agent application as part of the configuration file.

30. The non-transitory computer-readable storage medium of claim 26 wherein the configuration file is stored on a physical storage medium external to the management system and the managed system.

31. The non-transitory computer-readable storage medium of claim 26 wherein the configuration file downloads from the management system to the managed system.

32. The non-transitory computer-readable storage medium of claim 26 wherein the configuration file includes branding tags that delimit the customization information.

33. The non-transitory computer-readable storage medium of claim 20 wherein the customization information is composed at the management system.

34. The non-transitory computer-readable storage medium of claim 33 Wherein the customization information is transmitted by a system administrator of the managed system.

35. The non-transitory computer-readable storage medium of claim 20 wherein the customization information is received by the management system.

36. The non-transitory computer-readable storage medium of claim 20 wherein the management system facilitates the agent application to present one of the user interfaces of the managed system on a periodic basis, the user interface providing information to a user regarding a service operation pertaining to the managed system, the service operation having previously been performed.

37. The non-transitory computer-readable storage medium of claim 20 wherein one member of the subset requires installation by a user with administrator privileges, the management system receives a request from a non-administrator to install the one member of the subset by impersonating an administrator, and responsive to verification that the non-administrator is authorized to impersonate an administrator, the management system authorizes the non-administrator user to impersonate an administrator to install the one member of the subset.