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 configured and executing on a device, a problem to be remediated on the device;
(b) performing, by the agent responsive to the detection, an automated remediation of the detected problem on the device;
(c) determining, by a centralized service operating on one or more servers remote to the device responsive to receiving a request for support on the device, a type of work to perform on the device, the centralized service identifying a local automation package that is configured to execute on the device to perform the type of work independent of the agent; and
(d) communicating, automatically by the centralized service via a remote connectivity tool providing a remote connection to the device via which the centralized service interacts with the device, the local automation package to execute on the device to perform the type of work independent of the agent.
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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 configured and executing on a device, a problem to be remediated on the device; (b) performing, by the agent responsive to the detection, an automated remediation of the detected problem on the device; (c) determining, by a centralized service operating on one or more servers remote to the device responsive to receiving a request for support on the device, a type of work to perform on the device, the centralized service identifying a local automation package that is configured to execute on the device to perform the type of work independent of the agent; and (d) communicating, automatically by the centralized service via a remote connectivity tool providing a remote connection to the device via which the centralized service interacts with the device, the local automation package to execute on the device to perform the type of work independent of the agent. - 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 configured and executing on a device, the agent detecting a problem to be remediated on the device and performing, responsive to the detection, an automated remediation of the detected problem on the device; a centralized service operating on one or more servers remote to the device responsive to receiving a request for support on the device; a support automation tool of the centralized service determining a type of work to perform on the device and identifying a local automation package that is configured to execute on the device to perform the type of work independent of the agent; a remote connectivity tool of the centralized service establishing a remote connection to the device via which the centralized service interacts with the device; and wherein the support automation tool automatically communicates, via the remote connection to the device established by the remote connectivity tool, the local automation package to execute on the device to perform the type of work independent of the agent. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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Specification