HK1077373A - Method and system for improved help desk response - Google Patents

Description

Method and system for improved help desk response

This non-provisional patent application claims priority based on earlier U.S. provisional patent application serial No. 60/342,031 filed on 8/12 of 2001 under the names of schlen tomas (shann Thomas), griighur Gray (Gregory Gray), Michael wudefen (Michael Woodfin), Warner mitzell (Warner mitell) and blaine tomas (Brian Thomas), entitled "method and system for deploying, tracking and managing technology-related resources".

Background

The present invention relates generally to a method and system for improving help desk (help desk) responses. First, information is centralized from a variety of sources into a computerized help desk database. As one or more assets change, information relating to each change is recorded in the computerized help desk database. At the same time, the computerized help desk database is updated to speed up the delivery of information to the help desk.

This task is often frustrating when large enterprises are managing their information technology resources. It is not uncommon for an organization's information technology team to receive hundreds or thousands of calls to internal business users seeking technical support and assistance within a day. In many cases, users are asked specific questions regarding their particular piece or pieces of equipment setup. In such a case, it is critical that the technical support staff of the help desk have accurate and up-to-date information about each user's equipment.

Typically, the staff of the help desk has a computerized help desk database containing information about each user device. In many cases, the information is entered into the database at the time of initial device installation. The information may not be updated to reflect a past call to a help desk, the addition of a new peripheral device, or the installation of a new software program. In more complex operations, information relayed to the help desk is recorded on the handwritten notes and then forwarded to the asset management department. Technicians at the asset management department enter this information into an asset management database that is integrated with the computerized help desk database.

Conventional systems have a number of drawbacks. First, there is a delay between the help desk receiving the information and updating the information in the computerized help desk database. This delay is often quite long and even in the case of relatively short delays, it can cause serious problems if the user's difficulties cannot be resolved in time because the computerized help desk database contains inaccurate or outdated information. In addition, because the information is first recorded by the help desk technician and then entered into a separate asset management database, and in many cases by another person, the quality and level of detail of the information entered into the system may be degraded. Thus, there is a need to develop improved methods and systems for help desk response.

Disclosure of Invention

The present invention addresses the following needs: improved methods and systems for help desk response. In conventional help desk systems, information is not continuously entered into a computerized help desk database as asset transitions occur. In the present invention, information is first collected from various sources into a computerized help desk database. When one or more assets are changed, information about each change is recorded into a computerized help desk database. At the same time, the computerized help desk database is updated to speed up the delivery of information to the help desk.

Drawings

The present invention will now be described with reference to the accompanying drawings, in which important embodiments of the invention are shown and are incorporated herein by reference, wherein:

a preferred method of improving help desk response is shown in fig. 1; and

a preferred system for improving help desk response is shown in fig. 2;

Detailed Description

The innovative aspects of the present application are described with particular reference to the presently preferred embodiments. It is clear, however, that these examples merely provide a few examples of the many advantages of the innovative concepts herein. In general, statements made in the specification of the present application do not necessarily limit any of the various claimed inventions. Moreover, some statements may apply to some innovative properties, but not necessarily to others.

The workflow of the preferred embodiment for improving help desk response is shown in fig. 1. The first step in the method is to generate a computerized help desk database 101. The database will include real-world information about assets owned by the enterprise. For example, the database may be a relational database. Additionally, the database may be located remotely from the location of the help desk or from the location where the asset transition occurs. The information in the computerized help desk database may include the following: such as asset ownership information, usage information, user information, legacy asset information, new asset information, software application information, financial information, location information, event history information, and logistics information. The database may include information about such assets as desktop computers, laptop computers, handheld computers, printers, scanners, network devices, and storage devices, where each asset is electronically connected to the database.

Once a thorough, comprehensive computerized help desk database is established, an asset transition 102 occurs. The asset transition 102 may be one of the following situations, such as asset installation, asset relocation, asset disposition, or asset maintenance work. Information originating from the asset transition 102 may be sent to the computerized help desk database 101 via, for example, the internet or a local area network. In addition, the transmission may be performed in a secure, encrypted manner. Sending information to the computerized help desk database 101 occurs concurrently with the asset transition 102 and as part of the asset transition 102.

Information originating from the asset transition 102 is recorded directly into the computerized help desk database 101 in real time 103. The database is updated simultaneously and instantaneously based on the real-time information records 103. By simultaneously and instantaneously recording information to the computerized help desk database 101, any delays in database updates are avoided. As a result, the staff of the help desk can have immediate knowledge of any changes that may have resulted from the asset transition 102.

A preferred embodiment of a system for improving help desk response is shown in fig. 2. A series of assets 201, 202, 203 and 204 are connected to a computerized help desk database 200. Each asset 201, 202, 203 and 204 is connected to the computerized help desk database 200 via electronic technology 211, 212, 213 and 214. The computerized help desk database 200 may be located remotely from the assets 201, 202, 203, and 204. If so, the transfer of information from the computerized help desk database 200 to the assets 201, 202, 203 and 204 may be accomplished via the Internet or a local area network. Additionally, the transfer of information between the assets 201, 202, 203, and 204 may be accomplished in a secure, encrypted manner. Assets 201, 202, 203, and 204 may be such assets as desktop computers, portable computers, handheld computers, printers, scanners, network devices, and storage devices. The information retained in the computerized help desk database 200 may be as follows: such as user information, legacy asset information, new asset information, software application information, financial information, location information, event history information, logistics information, ownership information, and usage information.

When an asset transition occurs, such as an asset installation, asset relocation, asset disposition or asset maintenance operation, the system provides a means to record information relating to the transition into the computerized help desk database 200. At the same time, the system provides a means for updating a computerized help desk database.

Claims (20)

1. A method of improving help desk response comprising the steps of:

establishing a computerized help desk database, said computerized help desk database including information on assets owned by an enterprise;

altering one or more of the assets;

recording new information about the change in the help desk database managed by the computer while the change is being executed;

at the same time, the computerized help desk database is updated, thereby increasing the speed of providing information to the enterprise help desk.

2. The method of claim 1 wherein said computerized help desk database is a relational database.

3. The method of claim 1 wherein said computerized help desk database is located remotely from said change location.

4. The method of claim 1 wherein said information is transmitted to said computerized help desk database via the internet.

5. The method of claim 1 wherein said information is sent to said computerized help desk database over a local area network.

6. A method as claimed in claim 4 or claim 5, wherein said information is sent to said computerized help desk database by secure, encrypted transmission.

7. The method of claim 1, wherein the assets are selected in groups comprising desktop computers, portable computers, handheld computers, printers, scanners, network devices, and storage devices.

8. The method of claim 1, wherein said information is selected in groups comprising user information, legacy asset information, new asset information, software application information, financial information, location information, event history information, logistics information, ownership information, and usage information.

9. The method of claim 1 wherein said changes are selected from the group consisting of asset installation, asset relocation, asset disposition and asset maintenance.

10. The method of claim 1, wherein said updating is performed continuously and said changes are entered into said computerized help desk database in real time.

11. A system for improving help desk response management, comprising:

a computerized help desk database;

assets electronically connected to said computerized help desk database;

means for recording information about said asset during said asset transition; and

and at the same time, updating the help desk database managed by the computer, thereby accelerating the speed of providing information to the enterprise help desk.

12. The system of claim 11 wherein said computerized help desk database is a relational database.

13. The system of claim 11 wherein said computerized help desk database is located remotely from said change location.

14. The system of claim 11 wherein said information is transmitted to said computerized help desk database via the internet.

15. The system of claim 11 wherein said information is transmitted to said computerized help desk database over a local area network.

16. A system as claimed in claim 14 or claim 15, wherein said information is transmitted to said computerized help desk database by secure, encrypted transmission.

17. The system of claim 11, wherein said assets are selected in groups comprising desktop computers, portable computers, handheld computers, printers, scanners, network devices, and storage devices.

18. The system of claim 11, wherein said information is selected in groups comprising user information, legacy asset information, new asset information, software application information, financial information, location information, event history information, logistics information, ownership information, and usage information.

19. The system of claim 11 wherein said changes are selected from the group consisting of asset installation, asset relocation, asset disposition and asset maintenance.

20. The system of claim 11, wherein said updating is performed continuously and said changes are entered into said computerized help desk database in real time.