JP2004295665A - Help desk support system and help desk support method - Google Patents

Abstract

Provided is a help desk support system and method capable of smoothly collecting practical information useful for solution support by a system manager when an operation failure of a remote terminal is solved through a communication network.
The system includes a request client unit for transmitting test information on a remote terminal to request a help desk service at one remote terminal, and a service history on a communication network. The management database means for managing the progress of the help desk service provided to one remote terminal and provided to one remote terminal, and the other remote terminal refers to the examination information and the like stored by the management database means. And support client means for providing solution support for the operation failure of the two remote terminals based on the service history and including the solution in the service history.
[Selection diagram] Fig. 1

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a help desk support system and a help desk support method, and can be applied to, for example, a system and a method for solving an operation failure of a remote terminal through a communication network.
[0002]
[Prior art]
2. Description of the Related Art Conventionally, in various information processing systems on an intranet, various help desk support systems have been proposed in which a system administrator supports a user in order to solve an operation failure of a business terminal. In these technologies, in order to confirm the contents of a service request, the contents of the service request are first investigated by interacting with the user using telephone or e-mail using a knowledge level of the user or a communication method that allows the user to make a decision. The user information and obstacle items necessary for the operation are grasped in advance.
[0003]
[Problems to be solved by the invention]
However, the above-described conventional technology has the following problems.
(1) If the system administrator is accessing the help desk service database while interacting with the user, misunderstanding or forgetting to speak may occur, or the content of the hearing may be forgotten to be registered in the database. There was a fear.
(2) Even if a similar situation has already occurred in another distant terminal, it is often the first obstacle for the user, so the system administrator has to repeat the same exchange frequently. I didn't get it.
{Circle around (3)} In general, the contents of requests made by users are scattered and redundant, so that it is not possible to accurately grasp the situation despite the complicated exchanges, and it was not possible to provide prompt solution support.
[0004]
The present invention has been made in view of the above circumstances, and is a help desk capable of smoothly collecting practical information useful for solution support by a system administrator when an operation failure of a remote terminal is solved through a communication network. It is an object to provide a support system and a help desk support method.
[0005]
[Means for Solving the Problems]
In order to achieve the above object, a help desk support system according to claim 1 is a help desk support system for solving an operation failure occurring in a remote terminal of an information processing system through a communication network,
Request client means for transmitting test information on the remote terminal to request a help desk service at one remote terminal;
On a communication network, management database means for accumulating test information by the requesting client means as a service history, and managing the progress of a help desk service provided to one remote terminal,
In another remote terminal, by referring to the inspection information and the like stored by the management database means, support for solving the operational failure of the one remote terminal based on the service history, and support for including the solution in the service history And client means.
[0006]
According to the first aspect of the present invention, when the requesting client unit of one remote terminal is started, inspection information of operation failure is collected by the requesting client unit and transmitted to the management database unit. Such inspection information includes address information for the management database means and the support client means to identify the distant terminal, items notified by the user of the distant terminal about an operation failure, and hardware and software configurations changed in the distant terminal. Matters and the amount of change. For simplicity, the initial values of these configuration items can be stored in the remote terminal, but if they are stored in the management database means and acquired by the requesting client means, they can be integratedly managed in the system. it can. When the examination information is received by the management database means, it is stored and managed together with the progress of service provision, and is referred to by the requesting client means and the supporting client means. Then, the support client means provides a solution support for the operation failure, and the inspection information and the solution are accumulated in the management database means as a service history.
[0007]
According to a second aspect of the present invention, in the help desk support system according to the first aspect, the database unit has a management agent that delivers inspection information of the remote terminal and updates a progress status of the help desk service. It is characterized by having.
[0008]
According to the second aspect of the present invention, since the inspection information is delivered by the mobile agent, the progress status can be managed while the management database means autonomously responds to the support client means.
[0009]
A help desk support system according to a third aspect is characterized in that, in the invention according to the first or second aspect, the database means publishes a service history to a distant terminal as a frequently asked question.
[0010]
According to the third aspect of the present invention, since the service history can be referred to at any time by the remote terminal, highly reliable inspection information can be collected.
[0011]
According to a fourth aspect of the present invention, in the help desk support system according to any one of the first to third aspects, the support client unit has a remote control interface function for sharing control of a remote terminal. It is characterized by having.
[0012]
According to the fourth aspect of the present invention, by accurately transferring the obtained inspection information to the interface function for remote control, the failure situation becomes clearer than the inspection information. As a result, practical solution support based on the actual situation can be provided to the remote terminal. Such remote control interface functions are provided by various application vendors.
[0013]
According to a fifth aspect of the present invention, in the help desk support system according to any one of the first to fourth aspects, the support client unit has an automatic installation interface function for installing software on a remote terminal. It is characterized by having.
[0014]
According to the fifth aspect of the present invention, the missing information such as the software configuration can be easily supplemented by accurately transferring the obtained inspection information to the interface function for automatic installation. As a result, practical solution support with high immediate effect can be provided to the remote terminal. Such an automatic installation interface function is provided by various application vendors.
[0015]
A help desk support method according to claim 6, which is a help desk support method for solving an operation failure occurring in a remote terminal of the information processing system through a communication network,
In one remote terminal, a request client step of transmitting inspection information on the remote terminal to request a help desk service,
On a communication network, a management database step for accumulating test information in the requesting client step as a service history and managing the progress of a help desk service provided to one remote terminal;
In another distant terminal, by referring to the inspection information and the like stored in the management database step, a support for solving the operational failure of the one distant terminal based on the service history and including the solution in the service history are provided. And a client step.
[0016]
In the invention according to claim 6, in the request client step of one remote terminal, operation failure inspection information is collected and transmitted to the management database step. Such inspection information includes address information for identifying a distant terminal in the management database step and the support client step, items notified by the user of the distant terminal about an operation failure, and changed hardware and software configuration in the distant terminal. Matters and the amount of change. For simplicity, the initial values of these configuration items can be stored in the remote terminal, but if they are stored in the management database step and acquired in the requesting client step, integrated management on the system is possible. it can. When the test information is received in the management database step, it is stored and managed together with the progress of the service provision, and is referred to in the requesting client step and the supporting client step. Then, in the support client step, resolution of the operation failure is supported, and the inspection information and the solution are accumulated as a service history in the management database step.
[0017]
According to a seventh aspect of the present invention, in the method of the sixth aspect, the database step includes a management agent that distributes inspection information of the distant terminal and updates a progress status of the help desk service. It is characterized by having.
[0018]
According to the seventh aspect of the present invention, since the inspection information is delivered by the mobile agent, the progress can be managed while responding to the support client step autonomously in the management database step.
[0019]
In a help desk support method according to an eighth aspect, in the invention according to the sixth or seventh aspect, the database step discloses the service history as a frequently asked question to a remote terminal.
[0020]
In the invention described in claim 8, since the service history can be referred to at any time by the remote terminal, highly reliable inspection information can be collected.
[0021]
According to a ninth aspect of the invention, there is provided a help desk support method according to any one of the sixth to eighth aspects, wherein the support client step has a remote control interface function for sharing control of a remote terminal. It is characterized by having.
[0022]
According to the ninth aspect of the present invention, by accurately transferring the obtained inspection information to the interface function for remote control, the failure situation becomes clearer than the inspection information. As a result, practical solution support based on the actual situation can be provided to the remote terminal. Such remote control interface functions are provided by various application vendors.
[0023]
According to a tenth aspect of the present invention, in the help desk assisting method according to any one of the sixth to ninth aspects, the support client step has an automatic installation interface function for installing software on a remote terminal. It is characterized by having.
[0024]
According to the tenth aspect of the present invention, a missing part such as a software configuration can be easily supplemented by accurately transferring the obtained inspection information to the interface function for automatic installation. As a result, practical solution support with high immediate effect can be provided to the remote terminal. Such an automatic installation interface function is provided by various application vendors.
[0025]
A program according to an eleventh aspect is a program for causing a computer to execute the help desk support method according to any one of the sixth to tenth aspects.
[0026]
According to the eleventh aspect, a computer can execute the help desk support method according to any one of the sixth to tenth aspects.
[0027]
A recording medium according to claim 12, wherein a program for causing a computer to execute the help desk support method according to any one of claims 6 to 10 is recorded. Medium.
[0028]
In a twelfth aspect of the present invention, a computer can execute the help desk support method according to any one of the sixth to tenth aspects.
[0029]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, embodiments of the present invention will be described with reference to the drawings.
FIG. 1 is a diagram for explaining a schematic configuration example of the help desk support system according to the present embodiment.
When the computer 2 of various internal configurations forms one information processing system through the Internet (communication network) 9a or the like, the system administrator of the present system 1 requires an operation failure (operation) in each computer 2. (Failure), while using the database device 3 for system resource management through the local area network (LAN) (communication network) 9b, and efficiently providing accurate solution support (help desk service) on another computer 4. Things. A help desk client (request client means) 20 which is a program that can receive a help desk service in each computer 2, and a system management server (management database means) which is a program in which accumulated information regarding the help desk service is managed by the database device 3. ) 30 and an administrator client (supporting client means) 40 which is a program for performing a solution based on the accumulated information in the another computer 4. Each computer 2 has a group of application software required for performing a user's job, and the database device 3 individually manages all software resources provided to these computers 2. The Internet 9a and the local area network 9b may be, for example, a part of an extranet of the management company, or may be an intranet, a local area network, or another communication network.
[0030]
Hereinafter, one computer 2 will be described as an example.
The help desk client 20 shown in FIG. 2 has a client agent 21 that reports a failure status (inspection information) to the system management server 30 in a state where the environment for accepting the help desk service has been started. The client agent 21 has hardware or software check programs 22 and 23 for checking the hardware and software of the computer 2. Further, basic information 24 for requesting a help desk service and hardware or software fault isolation information 25 and 26 by the check programs 22 and 23 are delivered to the system management server 30.
[0031]
The help desk request basic information 24 includes a user name for identifying the computer 2, a department name, a computer name, an Internet protocol (IP) address, a request date and time as a request content, a failure item, supplementary information, and the like. The hardware fault isolation information 25 includes a computer name, a hardware maker, a CPU, a memory, a disk capacity, a disk usage, a user name, network information such as an IP address, and software information for each driver. The software fault isolation information 26 includes information obtained by a registry and comparison and verification results based on correct inspection information.
[0032]
The system management server 30 has a system resource database 31 also serving as the information processing system, a help desk database 32 dedicated to a help desk, an administrator database 33, and a help desk management server 34. The help desk management server 34 has a help desk agent 341 for assigning the help desk client 20 to the administrator client 40, and provides various functions such as search, acquisition, update, and registration of accumulated information for each of the databases 31 to 33. I have. The help desk agent 341 has delivered the business instruction message 35 specifying the reception desk case of the help desk service to the administrator client 40.
[0033]
The administrator client 40 has an administrator agent 41 that tries a solution based on the information stored in each of the databases 31 to 33 in the help desk client 20 when the environment for providing the help desk service has been started. Further, help desk correspondence information 42 for registering these solutions in the help desk database 32 is organized and delivered to the system management server 30. The administrator agent 41 has a remote control interface function 411 for remotely operating the computer 2 and an automatic installation interface function 412 for installing software required for troubleshooting on the computer 2.
[0034]
The system resource database 31 stores, as accumulated information, a hardware or software ledger indicating the configuration of the hardware and software of the computer 2, purchase / lease asset information indicating a purchase history and a lease expiration date, and It has an installation history, release information indicating a valid version, and the like, and a license ledger indicating the number of registered licenses. In the hardware ledger, inventory management information of each hardware is registered, and in the software ledger, each file name, file size, time stamp, hash value, and the like of the library are registered.
[0035]
The help desk database 32 shown in FIG. 3 stores request information 321 of the help desk client 20, specific fault information 322 of the computer 2, and countermeasure information 323 by the administrator client 40 for each help desk service reception case. Has accumulated. The request information 321 combines the help desk request basic information 24 delivered by the client agent 21, and the countermeasure information 323 combines the help desk correspondence information 42 of the manager client 40 with the management status 241 indicating the progress of the solution support. It is formed.
[0036]
The management status 241 includes “not notified” indicating the stage accepted by the help desk management server 34, “notified” indicating the stage in which the administrator client 40 is in charge, and “stage notifying that the solution support is being performed. "Corresponding" and "Corresponding" indicating the stage where the solution support has been completed are displayed. The failure information 322 associates the hardware and software failure isolation information 25 and 26 delivered by the client agent 21 with the help desk request basic information 24 and the help desk correspondence information 42. The failure information 322 and the countermeasure information 323 are provided as a service history of the help desk service to the help desk client 20 and the administrator client 40, and are used for solving a failure of the information processing system including the computer 2.
[0037]
The administrator database 33 stores administrator information 331 for specifying the administrator client 40 in the local area network 9b, and instructs the help desk agent 341 on a communication path with the administrator client 40. The administrator information 331 includes an administrator name of a system administrator, a department name, an extension number, a mail address, a computer name, an IP address, and the like.
[0038]
Next, an example of the help desk support method according to the present embodiment will be described.
First, the help desk service request processing by the client agent will be described with reference to an example of a flowchart shown in FIG. 4, a block diagram shown in FIG. 2, and a display screen shown in FIG.
As preparation, the computer 2 is provided with operating environments for remote control software for sharing its control function and the like with another computer 4 and automatic installation software for which software is installed via the Internet 9a. .
[0039]
When the client agent 21 is activated on the help desk client 20, a "request form" screen shown in the form of FIG. 5 is displayed on the display device in the process of selecting a failure location and collecting information (ST211). When each radio button is clicked on the “Request Form” screen, information on the type of hardware and software causing the failure is specified and set as a failure item (in the example shown in FIG. 5, application 1 is selected). The content described in the comment column is added as optional supplementary information by the user. At this time, if the user cannot understand the display contents related to the configuration of the computer 2 or cannot identify the failure item, the “all inspection” item can be selected. Subsequently, in the basic information collection process (ST212), the user name, the department name, the computer name, the IP address, the request date and time of the computer 2 are collected, integrated with the failure item and the supplementary information, and integrated with the help desk request basic information 24. Are organized.
[0040]
In the hardware diagnosis process (ST213), the hardware check program 23 calculates a computer name, a hardware maker name, a CPU, a MEMORY, a DISK capacity, a DISK usage amount, a user name, from a registry file and each setting file of the operating system. Gather network information such as IP addresses. In addition, driver information on various driver software is collected, and the contents collated with the hardware inventory management information, which is an initial value, are organized into hardware separation information 26 together with network information. For the failure item selected in the basic information collection process (STST212), the lower-level registry is also checked.
[0041]
In the software diagnosis process (ST214), information such as the setting contents of the application software is collected from the registry file corresponding to the failure item. In addition, a file name, a file size, a time stamp, and a hash value of the file constituting the application software are collected and compared with information of a reference file, which is an initial value, to detect an invalid file. This is repeated for all the selected application software, and the different contents are organized into software separation information 25. The reference file may be held in the help desk client 21 in advance or acquired from the system resource database 31 of the help desk management server 34.
[0042]
In the uploading process of the isolation information (ST215), the help desk request basic information 24 is integrated with the software and hardware isolation information 25 and 26 into the transport information of the client agent 21 and transported. In the message display process (ST216), in the reception process of the help desk management server 34, a registration completion message indicating success or an error message indicating failure is displayed on the display screen, and the user leaves the trouble resolution to the help desk service. It is possible to determine whether or not to obtain.
[0043]
Subsequently, a notification process of request information by the help desk management server will be described with reference to an example of a flowchart shown in FIG. 6 and a block diagram shown in FIG.
When the help desk management server 34 receives the help desk request basic information 24 and the software and hardware separation information 25 and 26 from the client agent 21 on the system management server 30, these are registered in the help desk database 32 and the help The desk agent 341 is activated. The help desk agent 34 determines each management status 241 of the request information 321 in the request information extraction process (ST341), and thereby, the help desk request basic information 24 associated with the management status 241 indicating “not notified”. Is extracted. Then, in the notification process to the administrator (ST342), the help desk agent 341 has delivered the task instruction message 35 to the administrator client 40. Subsequently, in the confirmation process of receiving the notification (ST343), when the business instruction message 35 is returned to the help desk management server 34 to the effect that it has been normally received by the administrator client 40, the status is updated in the status update process (ST344). The display of the status 241 is switched from “not notified” to “notified”.
[0044]
Subsequently, the process of providing the solution support by the administrator client will be described with reference to an example of a flowchart shown in FIG. 7 and a block diagram shown in FIG.
When the business instruction message 35 is delivered, the administrator client 40 firstly opens the business instruction message 35 and refers to the help desk database 32 in a request content acquisition process (ST411). That is, by accessing the attached URL (Uniform Resource Locator) address, the help desk request basic information 24 is obtained from the request information 321, and the software and hardware separation information 25 and 26 are obtained from the failure information 322. In addition, a reference file relating to software of the application and hardware inventory management information are acquired from the system resource database 31 for reference.
[0045]
Further, in the request content determination process (ST412), the administrator client 40 obtains the requester name, the failure item, the description content of the comment field, and the like from the help desk request basic information 24, and the OS type from the software isolation information 25. Then, the registrant name, the difference in the hardware configuration, and the like are read from the hardware separation information 26, and the difference in the software configuration. When these pieces of information 24 to 26 are referred to, the display of the management status 241 is switched from “notified” to “under treatment”, and an area for the solution 42 is set in the countermeasure information 323. Subsequently, the help desk database 32 is referred to in the similar case search process (ST413) using these client names as search conditions, and a corresponding or similar past solution is searched from the service history of the countermeasure information 323.
[0046]
When the software that causes the failure of the computer 2 is found by such a search, the administrator client 40 sets the administrator agent 41 in an operable state in the solution presentation process (ST414) and transports the solution. Organize information. That is, when the remote control interface function 411 is used, the user name, computer name, and network information of the help desk request basic information 24 are used. When the automatic installation interface function 412 is used, the necessary software identification name, Integrate computer name and network information with carrier information. Then, the administrator agent 41 is moved to the help desk client 20 together with the transport information.
[0047]
In the help desk client 20, the solution 42, the interface function 411 for remote control, the interface function 412 for automatic installation, and the like are delivered from the transport information, and a predetermined operation for troubleshooting is executed on the computer 2. Further, when the automatic installation interface function 412 can install the missing software on the computer 2, the automatic registration interface function 412 updates the number of registered licenses in the license ledger of the system resource database 31 by a response message regarding the normal termination. ing. As described above, it is desirable to present a possible solution in each execution stage of the remote control interface function 411 and to update necessary software by the automatic installation interface function 412. When the effective solution support is performed through the above steps, the solution 42 is registered as the solution information 323 of the help desk database 32 in the solution registration process (ST415). When the content of the request for the help desk service has been completed, the display of the management status is switched from “under treatment” to “measure end”, but when the solution support is continued, it is kept at “under treatment”.
[0048]
FIG. 8 is a diagram for explaining a display example of the help desk history in the similar case search processing.
In this display example, the bibliographical items of the accumulated request contents of the help desk service are displayed on the screen as “help desk list”, and the solutions and the like are displayed as “help desk details”. Also, when multiple cases are found in the search, the "Help Desk List" of any case is designated and displayed in the foreground, and by clicking the downward [arrow button] at the lower right corner, "Help Desk Details" is displayed. Are displayed side by side, making it easier to compare with the "Help Desk List" of other cases.
[0049]
【The invention's effect】
As described above, according to the help desk support system according to the first aspect, when an operation failure of a distant terminal is solved through a communication network, inspection information on the operation failure is collectively accumulated in a database, and the help The service history of the desk service is integrated. Therefore, it is possible to provide a help desk support system that allows a system administrator to smoothly collect practical information useful for solution support.
[0050]
According to the help desk support system of the second aspect, it is possible to obtain the same effect as the first aspect of the invention, and it is also possible to provide general-purpose help by a mobile agent for computers of various configurations. Can provide desk service.
[0051]
According to the help desk support system of the third aspect, it is possible to obtain the same effects as those of the first or second aspect of the invention, and also to share the service history between the distant terminals by using the database. Can be used to solve problems.
[0052]
According to the help desk support system of the fourth aspect, it is possible to obtain the same effect as the invention of any one of the first to third aspects, and also to monitor the failure status of the remote terminal. To provide practical solution support.
[0053]
According to the help desk support system of the fifth aspect, it is possible to obtain the same effect as the invention of any one of the first to fourth aspects, and to complement the software configuration of the remote terminal. Then, more practical solution support can be provided.
[0054]
According to the help desk support method according to the sixth aspect, when the operation failure of the remote terminal is solved through the communication network, the inspection information on the operation failure is collectively stored in the database, and is stored as the service history of the help desk service. Keep them integrated. Therefore, it is possible to provide a help desk support method that allows a system administrator to smoothly collect practical information useful for solution support.
[0055]
According to the help desk support method according to the seventh aspect, it is possible to obtain the same effect as the invention according to the sixth aspect, and also to provide a general-purpose help for a computer having various configurations by a mobile agent. Can provide desk service
[0056]
According to the help desk support method described in claim 8, it is possible to obtain the same effect as the invention described in claim 6 or 7, and to share the service history between the distant terminals using the database. Can be used to solve problems.
[0057]
According to the help desk support method of the ninth aspect, it is possible to obtain the same effect as the invention of any one of the sixth to eighth aspects, and also to monitor the failure status of the remote terminal. To provide practical solution support.
[0058]
According to the help desk support method of the tenth aspect, the same effect as any of the inventions of the sixth to ninth aspects can be obtained, and the software configuration of the remote terminal is complemented. Therefore, more practical solution support can be provided.
[0059]
According to the program described in claim 11, the method according to any one of claims 6 to 10 can be executed by a computer.
[0060]
According to the recording medium of the twelfth aspect, the method of any one of the sixth to tenth aspects can be executed by a computer.
[Brief description of the drawings]
FIG. 1 is a diagram illustrating a schematic configuration example of a help desk support system according to an embodiment;
FIG. 2 is a block diagram of a help desk client, a system management server, and an administrator client in the help desk support system.
FIG. 3 is a block diagram illustrating a function of each unit in the help desk database.
FIG. 4 is a flowchart showing an example of steps of a help desk support method according to an embodiment of the present invention, and showing an example of steps in a request process of a help desk service by a client agent.
FIG. 5 is a diagram for explaining a display example of a request form on the display screen.
FIG. 6 is a flowchart illustrating an example of a process of notifying request information by the help desk management server.
FIG. 7 is a flowchart showing an example of steps of a process of providing a solution support by an administrator client.
FIG. 8 is a diagram for explaining a display example of a help desk history in a similar case search process.
[Explanation of symbols]
1 Help desk support system
2,4 computer (distant terminal)
3 Database device
9a Internet (communication network)
9b Local area network (communication network)
20 Help desk client (Request client means)
21 Client Agent
30 System management server (management database means)
31 System Resource Database
32 Help Desk Database
33 administrator database
34 Help Desk Management Server
35 Business order message
40 Administrator client (support client means)
41 Administrator Agent
42 Help Desk Support Information
341 Help Desk Agent
411 Remote control interface function
412 Interface function for automatic installation

Claims (12)

A help desk support system for resolving an operation failure occurring in a distant terminal of an information processing system through a communication network,
Request client means for transmitting test information on the remote terminal to request a help desk service at one remote terminal;
On a communication network, management database means for accumulating test information by the requesting client means as a service history, and managing the progress of a help desk service provided to one remote terminal,
In another remote terminal, by referring to the inspection information and the like stored by the management database means, support for solving the operational failure of the one remote terminal based on the service history, and support for including the solution in the service history A help desk support system comprising client means. 2. The help desk support system according to claim 1, wherein said database means has a management agent for delivering inspection information of a remote terminal and updating a progress status of a help desk service. 3. The help desk support system according to claim 1, wherein the database means publishes a service history as a frequently asked question to a remote terminal. 4. The help desk support system according to claim 1, wherein the support client unit has a remote control interface function for sharing control of a remote terminal. The help desk support system according to any one of claims 1 to 4, wherein the support client means has an automatic installation interface function for installing software on a remote terminal. A help desk support method for resolving an operation failure occurring in a distant terminal of an information processing system through a communication network,
In one remote terminal, a request client step of transmitting inspection information on the remote terminal to request a help desk service,
On a communication network, a management database step for accumulating test information in the requesting client step as a service history and managing the progress of a help desk service provided to one remote terminal;
In another distant terminal, by referring to the inspection information and the like stored in the management database step, a support for solving the operational failure of the one distant terminal based on the service history and including the solution in the service history are provided. A help desk support method, comprising: a client step. 7. The help desk support method according to claim 6, wherein the database step includes a management agent that delivers inspection information of the remote terminal and updates a progress status of the help desk service. 8. The help desk support method according to claim 6, wherein the database step publishes a service history as a frequently asked question to a remote terminal. 9. The help desk support method according to claim 6, wherein the support client step has a remote control interface function for sharing control of a remote terminal. The help desk support method according to any one of claims 6 to 9, wherein the support client step has an automatic installation interface function for installing software on a remote terminal. A program for causing a computer to execute the help desk support method according to any one of claims 6 to 10. A computer-readable recording medium on which a program for causing a computer to execute the help desk support method according to any one of claims 6 to 10 is recorded.

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