CN1606732A - 改进帮助台应答的方法和系统 - Google Patents

改进帮助台应答的方法和系统 Download PDF

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CN1606732A
CN1606732A CNA028255445A CN02825544A CN1606732A CN 1606732 A CN1606732 A CN 1606732A CN A028255445 A CNA028255445 A CN A028255445A CN 02825544 A CN02825544 A CN 02825544A CN 1606732 A CN1606732 A CN 1606732A
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S·托马斯
M·伍德芬
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Coldwell Merger And Acquisition Co. Ltd.
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Abstract

本发明的方法和系统使改进帮助台应答变得更为简便。首先信息从多种来源集中到计算机管理的帮助台数据库(101)。。当一个或多个资产发生变动时，与每一个变动相关的信息就记录(103)到计算机管理的帮助台数据库中。与此同时，对计算机管理的帮助台数据库进行更新(104)，以便加快将信息提供给帮助台的速度。

Description

改进帮助台应答的方法和系统
本非临时性专利申请要求基于较早的美国临时专利申请的优先权，其序列号为60/342,031，以肖恩·托马斯(Shawn Thomas)，格里高利·格雷(Gregory Gray)，迈克尔·伍德芬(Michael Woodfin)，华纳·米泽尔(Warner Mizell)及布莱恩·托马斯(Brian Thomas)的名义于2001年12月8日提交，题目是“对技术相关性资源进行调配，跟踪及管理的方法和系统”。
背景技术
一般地，本发明涉及一种改进帮助台(help desk)应答的方法和系统。首先信息从多种来源集中到计算机管理的帮助台数据库。当一个或多个资产发生变动时，与每一个变动相关的信息就记录到计算机管理的帮助台数据库中。与此同时，对计算机管理的帮助台数据库进行更新，以便加快将信息提供给帮助台的速度。
当大型企业对其信息技术资源进行管理时，这项任务常常会令人心怯。一个组织机构的信息技术小组所接到的企业内部用户寻求技术支持和帮助的呼叫在一天之内成百上千，这并非罕见。在很多情况下，用户所询问的是关于他们的一件或几件特定设备设置的特定问题。在这种情况下，帮助台的技术支持人员对每一个用户的设备都掌握准确而最新的信息，是很关键的。
典型情况下，帮助台的员工拥有一个计算机管理的帮助台数据库，该数据库包含了有关于每一个用户设备的信息。在很多情况下，在最初的设备安装时，信息输入到数据库中。信息可能未进行更新，以反映过去对帮助台的呼叫、增加了新的外围设备，或是安装新的软件程序。在更为复杂的操作中，辗转相传到达帮助台的信息先记录到手写笔记上，再转递到资产管理部门。在资产管理部门的技术人员将该信息输入到资产管理数据库中，该数据库与计算机管理的帮助台数据库整合在一起。
传统的系统有许多缺陷。首先，帮助台接收信息与对计算机管理的帮助台数据库中的信息进行更新两者之间有延误。这种延误常常相当久，而且甚至在延误相对较短的情况下，如果因为计算机管理的帮助台数据库中包含有不准确或过时的信息，而造成用户遇到的困难不能及时解决，就会引起严重的问题。另外，由于信息先由帮助台的技术人员记录，再输入到一个单独的资产管理数据库中，而且在很多情况下是由另一个人输入，输入到系统中信息细节的质量和水平可能会下降。因而，有必要开发针对帮助台应答的改进方法和系统。
发明内容
本发明针对如下的需求：对于帮助台应答的改进方法和系统。在传统的帮助台系统中，信息并不是随着资产变动的发生而连续地输入到计算机管理的帮助台数据库中。在本发明中，信息首先从不同的来源收集到计算机管理的帮助台数据库中。当一个或多个资产发生变动时，关于每一项变动的信息被记录到计算机管理的帮助台数据库中。与此同时，对计算机管理的帮助台数据库进行更新，以便加快将信息提供给帮助台的速度。
附图说明
下面以参考附图的形式描述本发明，在附图中显示了本发明重要的实施例并将附图以参考的形式并入本文，其中：
图1中显示了改进帮助台应答的优选方法；及
图2中显示了改进帮助台应答的优选系统；
具体实施方式
这里特别参考当前优选的实施例对本发明申请中的多个革新性观点进行说明。然而很显然，这些实施例只是为本文中革新性观点的多种优越性提供了几个实例。通常，在本发明申请中的陈述并不必然地限定任何一项要求的发明。而且，某些陈述可适用于某些革新性性能，但并不一定适用于其它性能。
图1中显示了改进帮助台应答的优选实施例的工作流程。本方法的第一步是产生一个计算机管理的帮助台数据库101。该数据库将包括关于企业所拥有的资产的真实信息。例如，该数据库可为关系数据库。另外，数据库可位于距离帮助台的位置较远或距离资产变动发生的位置较远的地方。计算机管理的帮助台数据库中的信息可包括如下内容：如资产所有权信息、使用信息、用户信息、遗留资产信息、新资产信息、软件应用程序信息、财政信息、地点信息、事件历史信息及物流信息。数据库可包括有关如台式计算机、便携式计算机、手持式计算机、打印机、扫描仪、网络设备及存储设备的这些资产的信息，这里每一项资产均通过电子技术与数据库相连接。
一旦建立了详尽、全面的计算机管理的帮助台数据库，就发生了一项资产变动102。资产变动102可能是下列情形之一，如资产安装、资产重新安放、资产处置或资产维护工作。源自资产变动102的信息可通过如互联网或局域网向计算机管理的帮助台数据库101发送。另外，也可通过安全、加密的方式进行发送。向计算机管理的帮助台数据库101发送信息与资产变动102同时进行，并作为资产变动102的一部分。
源自资产变动102的信息实时地103直接记录到计算机管理的帮助台数据库101中。基于实时的信息记录103，对数据库同时而且瞬时进行更新。通过同时而且瞬时地将信息记录于计算机管理的帮助台数据库101，就避免了任何有关数据库更新方面的延误。结果是，帮助台的员工能够对任何源自资产变动102的变化有立即的了解。
图2中显示了改进帮助台应答的系统的优选实施例。一系列的资产201、202、203及204与计算机管理的帮助台数据库200相连。每一项资产201、202、203及204均通过电子技术211、212、213及214与计算机管理的帮助台数据库200相连接。计算机管理的帮助台数据库200可位于距离资产201、202、203及204较远的地方。如果这样，从计算机管理的帮助台数据库200向资产201、202、203及204的信息传输可通过互联网或局域网实现。另外，在资产201、202、203和204之间的信息传输可通过安全、加密的方式实现。资产201、202、203和204可为如台式计算机、便携式计算机、手持式计算机、打印机、扫描仪、网络设备及存储设备的这些资产。保留在计算机管理的帮助台数据库200中的信息可为如下信息：如用户信息、遗留资产信息、新资产信息、软件应用程序信息、财政信息、地点信息、事件历史信息、物流信息、所有权信息及使用信息。
当如资产安装、资产重新安放、资产处置或者资产维护工作的资产变动发生时，该系统提供一种装置将与变动有关的信息记录到计算机管理的帮助台数据库200中。与此同时，该系统提供了对计算机管理的帮助台数据库进行更新的装置。

Claims (20)

1、一种改进帮助台应答的方法，它包括如下步骤：
建立一个计算机管理的帮助台数据库，上述计算机管理的帮助台数据库包括企业所拥有的资产的信息；
变动一个或多个上述的资产；
在执行上述变动的过程中，将有关上述变动的新信息，记录到上述的计算机管理的帮助台数据库中；
与此同时，更新上述计算机管理的帮助台数据库，借此，加快将信息提供给上述的企业帮助台的速度。
2、如权利要求1所述的方法，其中上述的计算机管理的帮助台数据库是关系数据库。
3、如权利要求1所述的方法，其中上述的计算机管理的帮助台数据库位于距离上述变动的位置较远的地方。
4、如权利要求1所述的方法，其中上述信息通过互联网向上述的计算机管理的帮助台数据库发送。
5、如权利要求1所述的方法，其中上述信息通过局域网向上述的计算机管理的帮助台数据库发送。
6、如权利要求4或权利要求5所述的方法，其中上述信息通过安全、加密的传送方式向上述的计算机管理的帮助台数据库发送。
7、如权利要求1所述的方法，其中上述资产按分组选定，这些资产包括台式计算机、便携式计算机、手持式计算机、打印机、扫描仪、网络设备及存储设备。
8、如权利要求1所述的方法，其中上述信息按分组选定，这些信息包括用户信息、遗留资产信息、新资产信息、软件应用程序信息、财政信息、地点信息、事件历史信息、物流信息、所有权信息及使用信息。
9、如权利要求1所述的方法，其中上述的变动由分组选定，这些变动包括资产安装、资产重新安放、资产处置及资产维护。
10、如权利要求1所述的方法，其中上述的更新连续进行，且将上述变化实时地输入到上述计算机管理的帮助台数据库中。
11、一种改进帮助台应答管理的系统，它包括：
一个计算机管理的帮助台数据库；
与上述的计算机管理的帮助台数据库通过电子技术相连接的资产；
在上述资产变动的过程中，记录有关上述资产的信息的装置；及
与此同时，更新上述计算机管理的帮助台数据库，藉此，加快将信息提供给上述的企业帮助台的速度的装置。
12、如权利要求11所述的系统，其中上述的计算机管理的帮助台数据库是关系数据库。
13、如权利要求11所述的系统，其中上述的计算机管理的帮助台数据库位于距离上述变动的位置较远的地方。
14、如权利要求11所述的系统，其中上述信息通过互联网向上述的计算机管理的帮助台数据库发送。
15、如权利要求11所述的系统，其中上述信息通过局域网向上述的计算机管理的帮助台数据库发送。
16、如权利要求14或权利要求15所述的系统，其中上述信息通过安全、加密的传送方式向上述的计算机管理的帮助台数据库发送。
17、如权利要求11所述的系统，其中上述资产按分组选定，这些资产包括台式计算机、便携式计算机、手持式计算机、打印机、扫描仪、网络设备及存储设备。
18、如权利要求11所述的系统，其中上述信息按分组选定，这些信息包括用户信息、遗留资产信息、新资产信息、软件应用程序信息、财政信息、地点信息、事件历史信息、物流信息、所有权信息及使用信息。
19、如权利要求11所述的系统，其中上述的变动由分组选定，这些变动包括资产安装、资产重新安放、资产处置及资产维护。
20、如权利要求11所述的系统，其中上述的更新连续进行，且将上述变化实时地输入到上述计算机管理的帮助台数据库中。
CNA028255445A 2001-12-18 2002-12-18 改进帮助台应答的方法和系统 Pending CN1606732A (zh)

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