Method and apparatus for software maintenance at remote nodes

• US 6,110,228 A
• Filed: 12/28/1994
• Issued: 08/29/2000
• Est. Priority Date: 12/28/1994
• Status: Expired due to Term

• Current Assignee: Uniloc 2017 LLC (SoftBank Group Corp.)
• Original Assignee: International Business Machines Corporation
• Inventors: Zevan, Steve, Albright, David Hendrick
• Primary Examiner(s): Hafiz, Tarig R.
• Assistant Examiner(s): DAM, TUAN QUANG
• Application Number:
  US08/365,269
• Time in Patent Office: 2,071 Days
• Field of Search: 395/700, 395/650, 395/200.09, 395/200.02, 395/200.05, 395/200.1, 717/11, 713/100, 709/221, 709/217, 709/203, 709/210, 707/200, 707/203, 707/10
• US Class Current: 717/178
• CPC Class Codes: G06F 8/658 Incremental updates; Differential updates

Abstract

A computer network system includes a central software service site that operates with a customer interface through which a customer at a remote location can request service and receive updated executable code back from the service site. The customer interface provides a seamless front end across the different software platforms of the network. A customer initiates servicing of a program product by composing a service request through the front end, which provides a mechanism for the collection of information regarding the nature of the customer request. The front end permits the customer to specify a range of optional operations to be performed at the service site, including service research, requesting service, applying service, and installing fixes from the service site to the remote location. A service facility at the service site performs the requested service and provides the results back to the customer, or collects the service and returns the product and service to the remote location for application of service. The source code for the program product being updated resides only at the service site. All code is returned to the remote location over the network in a form that is ready to be executed. In a distributed implementation, the service site is provided as a central node and one or more slave nodes that also perform service.

Claims

1. A method of applying service to a computer program that is to be executed at a remote location connected to a central computer site of a computer network, the method comprising the steps of:

interactively receiving a request for a computer program service from a customer at a remote location interface with optional service incorporation instructions of the remote location customer;

providing the received request for service over the computer network to a service facility at the central computer site;

determining the components of the requested service at the central computer site; and

providing the results of the requested service over the computer network back to the customer at the remote location interface.

2. A method as defined in claim 1, wherein the step of determining comprises the steps of:

researching the service history of the computer program as installed at the remote location customer to determine what level of service already exists at the remote location customer;

determining a highest current level of service that can be applied to the computer program; and

evaluating the service not yet applied to the computer program.

3. A method as defined in claim 2, wherein the step of providing results comprises providing a report of the researched service history, the highest current level of service for the computer program, and the evaluated service not yet applied to the computer program.

4. A method as defined in claim 3, wherein:

the step of providing results further includes the step of applying the evaluated service not yet applied to the computer program at the central computer site, in accordance with the identified optional service incorporation instructions.

5. A method as defined in claim 4, wherein the step of providing results further includes providing the computer program with the applied evaluated service in executable code back to the remote location customer over the computer network.

6. A method as defined in claim 1, wherein the step of interactively receiving a request includes the steps of:

displaying an enter screen that provides a menu of customer-selectable options for functioning of the computer network;

receiving a customer menu selection at the remote location; and

operating on the customer menu selection to provide the request for service in a predetermined format.

7. A method as defined in claim 6, wherein the step of receiving a customer menu selection includes interactively receiving screen input data from the customer that identifies the request for service and the computer program on which the requested service is to be performed.

8. A method as defined in claim 7, further including the step of supplying information, not included in the received screen input data, that identifies the request for service and the computer program by referring to a previously received service request identifiable from the received screen input data.

9. A method as defined in claim 6, wherein the step of displaying an enter screen includes presenting customer-selectable options comprising a Configure Customer Product Image Profile function, a Configure Software Product function, a Research and Apply Software Product Service function, and an Install Serviced Software Product Files function.

10. A method as defined in claim 6, wherein the step of determining the components of the requested service includes the step of performing the requested service at the central site.

11. A method as defined in claim 6, wherein the step of determining the components of the requested service includes the step of performing the requested service at a slave site connected to the central computer site of the computer network.

12. A method as defined in claim 6, wherein the step of performing the requested service includes changing a set of node configuration files relating to the remote location in accordance with the performed service.

13. A method as defined in claim 6, wherein the step of performing the requested service includes changing a set of node service history files relating to the remote location in accordance with the performed service.

14. A method as defined in claim 6, wherein the step of determining further includes the steps of:

researching the service history of the computer program as installed at the remote location customer to determine what level of service already exists at the remote location customer;

determining a highest current level of service that can be applied to the computer program; and

identifying a program fix comprising a service not yet applied to the computer program responsive to the requested service.

15. A method as defined in claim 14, wherein the step of performing the requested service includes retrieving the identified program fix from a storage device at the central computer site.

16. A method as defined in claim 15, wherein the identified program fix is retrieved from the storage device as executable code.

17. A method as defined in claim 14, wherein the step of performing the requested service includes retrieving the identified program fix from a storage device at a slave site connected to the central computer site of the computer network.

18. A computer network system having a central computer processor node at a central computer site connected by a network to one or more computer processors at remote locations, each computer processor at a remote location supporting the execution of at least one computer program that is maintained by periodic application of service, the system further comprising:

a front end interface that permits interactively receiving a request for a service relating to the computer program from a customer of a computer processor input screen at a remote location with optional service incorporation instructions of the customer;

a network interface connection that permits providing the received request for service over the network to the central computer site;

a service facility at the central computer site that receives the request for service, determines the components of the requested service, and provides the results of the requested service over the network back to the customer at the front end interface.

19. A system as defined in claim 18, wherein the service facility researches a service history data file of the central computer site relating to the computer program as installed at the customer remote location to determine what level of service already exists at the remote location, determines a highest current level of service that can be applied to the computer program, and evaluates the service not yet applied to the computer program.

20. A system as defined in claim 19, wherein the results provided by the service facility comprise a report of the researched service history, the highest current level of service for the computer program, and the evaluated service not yet applied to the computer program.

21. A system as defined in claim 20, wherein the service facility applies the evaluated service not yet applied to the computer program at the central site, in accordance with the optional service incorporation instructions.

22. A system as defined in claim 21, wherein the service facility provides the computer program with the applied evaluated service in executable code back to the remote location customer over the network, without source code.

23. A system as defined in claim 20, wherein the request for service received by the front end interface includes optional service incorporation instructions of the customer;

and the system further includes at least one slave node at a slave computer site connected to the central node by the network, the slave computer site including a slave service facility that receives the request for service from the central node, determines the components of the requested service, and provides the results of the requested service over the network back to the customer at the front end interface, wherein the slave service facility further applies the evaluated service, not yet applied to the computer program, in accordance with the optional service incorporation instructions.

24. A system as defined in claim 23, wherein the slave service facility provides the computer program with the applied evaluated service in executable code back to the remote location customer over the network, without source code.

25. A system as defined in claim 18, wherein the front end interface displays an enter screen on the remote location computer processor input screen that provides a menu of customer-selectable options for functioning of the computer network, receives a customer menu selection, and operates on the customer menu selection to provide the request for service in a predetermined format.

26. A system as defined in claim 18, wherein the front end interface interactively receives screen input data from the customer that identifies the request for service and the computer program on which the requested service is to be performed.

27. A system as defined in claim 26, wherein the front end interface supplies information, not included in the received screen input data, that identifies the request for service and the computer program by referring to a previously received service request identifiable from the received screen input data.

28. A system as defined in claim 18, wherein the enter screen displayed by the front end interface includes a menu of customer-selectable function options comprising a Configure Customer Product Image Profile function, a Configure Software Product function, a Research and Apply Software Product Service function, and an Install Serviced Software Product Files function.

29. A system as defined in claim 18, wherein the service facility performs the determined components of the requested service at the central computer site.

30. A system as defined in claim 29, wherein the service facility changes a set of node configuration files relating to the remote location in accordance with the performed service.

31. A system as defined in claim 29, wherein the service facility changes a set of node service history files relating to the remote location in accordance with the performed service.

32. A system as defined in claim 29, wherein the service facility researches the service history of the computer program as installed at the remote location customer to determine what level of service already exists at the remote location customer, determines a highest current level of service that can be applied to the computer program, and identifies a program fix comprising a service not yet applied to the computer program responsive to the requested service.

33. A system as defined in claim 32, wherein the service facility retrieves the identified program fix from a storage device at the central computer site.

34. A system as defined in claim 33, wherein the identified program fix is retrieved from the storage device as executable code.

35. A system as defined in claim 29, wherein the service facility includes a rebuild processor that rebuilds the computer program after the service has been applied such that the serviced computer program can be executed by the remote location computer processor.

36. A system as defined in claim 29, wherein the service facility includes a service apply processor that applies the requested service to the computer program so that the serviced computer program includes the identified components of the service.

37. A system as defined in claim 29, wherein the service facility includes a service research processor that examines a set of data repository files in data storage of the central computer facility to determine what level of service has already been applied to the computer program at the remote location, determine a highest current level of service that can be applied to the computer program, and identify the service not yet applied to the computer program.

38. A system as defined in claim 18, wherein the system further includes at least one slave node at a slave computer site connected to the central node by the network, the slave computer site including a slave service facility that receives the request for service from the central node, determines the components of the requested service, and provides the results of the requested service over the network back to the customer at the front end interface, and wherein the slave service facility performs the determined components of the requested service at the slave computer site.

39. A system as defined in claim 38, wherein the slave service facility changes a set of node configuration files at the service facility of the central computer site relating to the remote location in accordance with the performed service.

40. A system as defined in claim 38, wherein the slave service facility changes a set of node service history files at the service facility of the central computer site relating to the remote location in accordance with the performed service.

41. A system as defined in claim 38, wherein the slave service facility researches the service history of the computer program as installed at the remote location customer to determine what level of service already exists at the remote location customer, determines a highest current level of service that can be applied to the computer program, and identifies a program fix comprising a service not yet applied to the computer program responsive to the requested service.

42. A system as defined in claim 41, wherein the slave service facility retrieves the identified program fix from a storage device at the central computer site.

43. A system as defined in claim 42, wherein the identified program fix is retrieved from the storage device as executable code.

44. A system as defined in claim 38, wherein the slave service facility includes a rebuild processor that rebuilds the computer program after the service has been applied such that the serviced computer program can be executed by the remote location computer processor.

45. A system as defined in claim 38, wherein the slave service facility includes a service apply processor that applies the requested service to the computer program so that the serviced computer program includes the identified components of the service.

46. A system as defined in claim 38, wherein the slave service facility includes a service research processor that examines a set of data repository files in data storage of the central computer facility to determine what level of service has already been applied to the computer program at the remote location, determine a highest current level of service that can be applied to the computer program, and identify the service not yet applied to the computer program.

47. A program storage device readable by a machine at a central computer site, tangibly embodying a program of instructions executable by the machine to perform method steps for applying service to a computer program executed on a computer processor at a remote location connected to the central computer site by a network, the method steps performed by the machine comprising:

receiving a request for service over the network that was interactively produced by a customer at a remote location interface of the computer processor with optional service incorporation instructions of the customer;

determining the components of the requested service using a service facility at the central computer site; and

providing the results of the requested service over the network back to the customer at the remote location interface.

48. A program storage device as defined in claim 47, wherein the step of determining performed by the machine comprises the steps of:

researching a central computer site service history of the computer program as installed at the remote location to determine what level of service already exists at the remote location;

determining a highest current level of service that can be applied to the computer program; and

evaluating the service not yet applied to the computer program.

49. A program storage device as defined in claim 48, wherein the step of providing results performed by the machine comprises providing a report of the researched service history, the highest current level of service for the computer program, and the evaluated service not yet applied to the computer program.

50. A program storage device as defined in claim 49, wherein the step of providing results performed by the machine further includes providing the computer program having the applied evaluated service in executable code back to the remote location over the network.

51. A program storage device as defined in claim 47, wherein the step of determining the components of the requested service performed by the machine includes the step of performing the requested service at the central site.

52. A program storage device as defined in claim 51, wherein the step of performing the requested service performed by the machine includes changing a set of central computer site node configuration files relating to the remote location in accordance with the performed service.

53. A program storage device as defined in claim 51, wherein the step of performing the requested service performed by the machine includes changing a set of central computer site node service history files relating to the remote location in accordance with the performed service.

54. A program storage device as defined in claim 51, wherein the step of determining performed by the machine further includes the steps of:

researching a central computer site service history of the computer program as installed at the remote location customer to determine what level of service already exists at the remote location customer;

determining a highest current level of service that can be applied to the computer program; and

identifying a program fix comprising a service not yet applied to the computer program responsive to the requested service.

55. A program storage device as defined in claim 54, wherein the step of performing the requested service performed by the machine includes retrieving the identified program fix from a storage device at the central computer site.

56. A program storage device as defined in claim 55, wherein the identified program fix is retrieved from the storage device as executable code.

57. A program storage device as defined in claim 47, wherein the program storage device is readable by a slave machine at a slave computer site connected to the central computer site by the network, the program storage device tangibly embodying a program of instructions executable by the slave machine to perform method steps for applying service to a computer program executed on a computer processor at a remote location connected to the central computer site and the slave computer site by a computer network, the method steps performed by the slave machine comprising:

receiving a request for service over the network that was interactively produced by a customer at a remote location interface of the computer processor;

determining the components of the requested service to be performed by the slave machine using a service facility at the slave computer site; and

providing the results of the requested service over the network back to the customer at the remote location interface.

58. A program storage device as defined in claim 57, wherein the step of determining performed by the slave machine comprises the steps of:

researching a central computer site service history of the computer program as installed at the remote location to determine what level of service already exists at the remote location;

determining a highest current level of service that can be applied to the computer program; and

evaluating the service not yet applied to the computer program.

59. A program storage device as defined in claim 57, wherein the step of providing results performed by the slave machine comprises providing a report of the researched service history, the highest current level of service for the computer program, and the evaluated service not yet applied to the computer program.

60. A program storage device as defined in claim 59, wherein the step of providing results performed by the slave machine further includes providing the computer program having the applied evaluated service in executable code back to the remote location over the network.

61. A program storage device as defined in claim 57, wherein the step of determining the components of the requested service performed by the slave machine includes the step of performing the requested service at the slave computer site.

62. A program storage device as defined in claim 61, wherein the step of performing the requested service performed by the slave machine includes changing a set of central computer site node configuration files relating to the remote location in accordance with the performed service.

63. A program storage device as defined in claim 61, wherein the step of performing the requested service performed by the slave machine includes changing a set of central computer site node service history files relating to the remote location in accordance with the performed service.

64. A program storage device as defined in claim 61, wherein the step of determining performed by the slave machine further includes the steps of:

researching a central computer site service history of the computer program as installed at the remote location customer to determine what level of service already exists at the remote location customer;

determining a highest current level of service that can be applied to the computer program; and

identifying a program fix comprising a service not yet applied to the computer program responsive to the requested service.

65. A program storage device as defined in claim 64, wherein the step of performing the requested service performed by the slave machine includes retrieving the identified program fix from a storage device at the central computer site.

66. A program storage device as defined in claim 64, wherein the identified program fix is retrieved from the storage device as executable code.

67. A program storage device readable by a machine at a remote location connected to a central computer site of a network, the program storage device tangibly embodying a program of instructions executable by the remote location machine to perform method steps for applying service to a computer program at the central computer site to be executed at the remote location, the method steps performed by the remote location machine comprising:

interactively receiving a request for a computer program service from a customer at a remote location interface with optional service incorporation instructions of the remote location customer and providing the optional service incorporation instructions;

providing the received request for service over the computer network to a service facility at the central computer site that determines the components of the requested service at the central computer site; and

receiving the results of the requested service over the network from the central computer site at the remote location interface.

68. A program storage device as defined in claim 67, wherein the step of interactively receiving a request performed by the machine includes the steps of:

displaying an enter screen that provides a menu of customer-selectable options for functioning of the network;

receiving a customer menu selection at the remote location; and

operating on the customer menu selection to provide the request for service in a predetermined format.

69. A program storage device as defined in claim 68, wherein:

the step of interactively receiving a request performed by the remote location machine includes providing the optional service incorporation instructions to the service facility such that the evaluated service not yet applied to the computer program is applied at the central site in accordance with the identified optional service incorporation instructions.

70. A program storage device as defined in claim 67, wherein the step of interactively receiving a request performed by the remote location machine includes the steps of:

displaying an enter screen that provides a menu of customer-selectable options for functioning of the network;

receiving a customer menu selection at the remote location; and

operating on the customer menu selection to provide the request for service in a predetermined format.

71. A program storage device as defined in claim 70, wherein the step of receiving a customer menu selection performed by the remote location machine includes interactively receiving screen input data from the customer that identifies the request for service and the computer program on which the requested service is to be performed.

72. A program storage device as defined in claim 71, further including the step performed by the remote location machine of supplying information, not included in the received screen input data, that identifies the request for service and the computer program by referring to a previously received service request identifiable from the received screen input data.

73. A program storage device as defined in claim 67, wherein the step of displaying an enter screen performed by the remote location machine includes presenting customer-selectable options comprising a Configure Customer Product Image Profile function, a Configure Software Product function, a Research and Apply Software Product Service function, and an Install Serviced Software Product Files function.