Patent Publication Number: US-2007124155-A1

Title: Consolidating and managing hardware maintenance services

Description:
TECHNICAL FIELD  
      The present invention generally relates to reducing costs and complexity associated with maintaining hardware devices and, more particularly, relates to methods, computer-readable mediums, and systems for consolidating and managing server maintenance services.  
     BACKGROUND  
      Curtailing the cost and complexity associated with hardware device maintenance and problem resolution is an issue that telecommunications companies and other large corporations struggle with on a daily basis. One company alone could have thousands of mid-range servers and storage devices in regular use throughout a region. These hardware devices may originate from different original equipment manufacturers (OEMs), which can complicate matters when dealing with thousands of hardware devices. Managing all of the contracts and invoices associated with hardware break/fix maintenance on all of the hardware devices is a tremendous amount of work and is done at a significant cost.  
      For instance, some OEMs may take up to 90 days to cancel maintenance and/or stop billing once a cancellation request is submitted. This can cost companies millions of dollars in unnecessary maintenance cost each year. Also some OEMs are lacking in flexibility when it comes to maintenance pricing and support level options. Companies often pay a premium or sign up for confusing short-term deals that provide an apparent temporary break in pricing. In some cases, OEMs no longer provide service for older models. Managing hardware maintenance costs, service levels, contracts and billing remains a significant issue in industry as corporations continue to look for ways to reduce costs and complexity with an effective and easy to understand managed maintenance program.  
      Accordingly there is an unaddressed need in the industry to address the aforementioned and other deficiencies and inadequacies.  
     SUMMARY  
      This Summary is provided to introduce a selection of concepts in simplified form that are further described below in the Detailed Description. This Summary is not intended to identify key features or essential features of the claimed subject matter, nor is the Summary intended for use as an aid in determining the scope of the claimed subject matter.  
      In accordance with embodiments of the present invention, the above and other problems are addressed by methods, systems, and computer program products for consolidating and managing hardware maintenance services for hardware devices. Embodiments of the present invention include a program and a financial model that will consolidate hardware maintenance services and allow one supplier or primary service provider to manage hardware break/fix maintenance for a majority of a company&#39;s hardware devices. Systems and methods according to embodiments of the present invention generate significant cost savings and provide value additions such as potential zero day notice for additions and removal of devices from the managed maintenance program and no-charge installs, moves, adds, and/or changes (IMACs). Pricing for hardware device maintenance is consolidated and managed to include “unit pricing” which places several hardware device models in a category, all with the same price point greatly simplifying the cost estimation process. In summary, systems and methods according to embodiments of the present invention address several flexibility and complexity issues along with enabling tremendous cost savings.  
      One embodiment is a method for consolidating and managing hardware maintenance services for hardware devices. The method involves categorizing each hardware device into one of a plurality of device categories, establishing support levels where each support level defines service response criteria, and pricing services based on the support level and/or the device category to which a hardware device is assigned. The method also involves receiving a problem resolution request associated with a hardware device, generating problem case data associated with the request, and dispatching the problem case data to a single primary service provider regardless of which hardware device is associated with the request.  
      Another embodiment is a computer program product comprising a computer-readable medium having control logic stored therein for causing a computer to consolidate and manage hardware maintenance services for a plurality of hardware devices. The control logic includes computer-readable program code for causing the computer to categorize each hardware device into one of multiple device categories, establish support levels where each support level defines service response criteria, and price services based on the device category to which a hardware device is assigned and/or the support level. The control logic also includes computer-readable program code for causing the computer to receive a problem resolution request associated with a hardware device, generate problem case data associated with the request, and dispatch the problem case data to a single primary service provider regardless of which hardware device is associated with the request.  
      Still another embodiment is a computer-implemented system for consolidating and managing hardware maintenance services for hardware devices. The system includes one or more components that are operative to categorize each hardware device into a device category, establish support levels defining service response criteria; and price services based on the device category to which a hardware device is assigned or the support level. The system also includes one or more components operative to receive a problem resolution request associated with a hardware device, and dispatch the problem resolution request to a single primary service provider for any hardware device associated with the request.  
      Aspects of the invention may be implemented as a business method, a computer process, a computing system, or as an article of manufacture such as a computer program product or computer-readable medium. The computer program product may be a computer storage media readable by a computer system and encoding a computer program of instructions for executing a computer process. The computer program product may also be a propagated signal on a carrier readable by a computing system and encoding a computer program of instructions for executing a computer process.  
      These and various other features as well as advantages, which characterize the present invention, will be apparent from a reading of the following detailed description and a review of the associated drawings. 
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       FIG. 1  is a diagram illustrating the routing of a hardware maintenance or operating system problem according to an illustrative embodiment of the invention;  
       FIG. 2  is a block diagram illustrating various features of a consolidated managed maintenance operating environment utilized in an illustrative embodiment of the invention;  
       FIG. 3  illustrates a display of support levels outlining a variety of support response criteria according to an illustrative embodiment of the invention;  
       FIG. 4  illustrates a display of unit pricing based on assigned categories, support level, and warranty status according to an illustrative embodiment of the invention;  
       FIG. 5  schematic diagram illustrating aspects of a networked operating environment utilized in an illustrative embodiment of the invention;  
       FIG. 6  illustrates computing system architecture for a consolidated managed maintenance server computer utilized in an illustrative embodiment of the invention; and  
       FIG. 7  illustrates an operational flow performed in consolidating and managing hardware maintenance services for hardware devices according to an illustrative embodiment of the invention. 
    
    
     DETAILED DESCRIPTION  
      As described briefly above, embodiments of the present invention provide methods, systems, and computer-readable mediums for consolidating and managing hardware maintenance services for hardware devices. In the following detailed description, references are made to accompanying drawings that form a part hereof, and in which are shown by way of illustration specific embodiments or examples. These illustrative embodiments may be combined, other embodiments may be utilized, and structural changes may be made without departing from the spirit and scope of the present invention. The following detailed description is, therefore, not to be taken in a limiting sense, and the scope of the present invention is defined by the appended claims and their equivalents.  
      Referring now to the drawings, in which like numerals represent like elements through the several figures, aspects of the present invention and the illustrative operating environment will be described.  FIGS. 1-7  and the following discussion are intended to provide a brief, general description of a suitable computing environment in which the embodiments of the invention may be implemented. While the invention will be described in the general context of program modules that execute in conjunction with a BIOS program that executes on a personal or server computer, those skilled in the art will recognize that the invention may also be implemented in combination with other program modules.  
      Generally, program modules include routines, programs, components, data structures, and other types of structures that perform particular tasks or implement particular abstract data types. Moreover, those skilled in the art will appreciate that the invention may be practiced with other computer system configurations, including hand-held devices, multiprocessor systems, microprocessor-based or programmable consumer electronics, minicomputers, mainframe computers, and the like. The invention may also be practiced in distributed computing environments where tasks are performed by remote processing devices that are linked through a communications network. In a distributed computing environment, program modules may be located in both local and remote memory storage devices.  
      Referring now to  FIG. 1 , a diagram  100  illustrating the routing of a hardware maintenance problem resolution request according to an illustrative embodiment of the invention will be described. As shown in  FIG. 1 , a problem resolution request  102  is reported to a support services helpdesk  104 . This report may be in the form of a phone call or electronic message to a support services representative. The support services helpdesk  104  forwards the report to technical support  107 . Technical support  107  generates problem case data associated with the request  102 . Technical support  107  then forwards the problem case data to hardware support  108  when the problem is associated with hardware and to operating system (OS) support  114  when the problem deals with an OS, for example a server&#39;s OS.  
      In hardware support  108 , the problem case data is forwarded to a primary service provider  110 . The primary service provider  110  may handle the problem or subcontract the problem resolution responsibilities to other maintenance providers  112   a - 112   n . The other maintenance providers  112   a - 112   n  may include one or more OEMs. However, the sole contact for technical support  107  is the primary service provider  110 . Technical support  107  may also contact the primary service provider  110  first even when the problem is OS related. The primary service provider  110  may then subcontract the problem resolution to OS maintenance providers  117   a  or  117   b  in OS support  114 . However, pricing for the client or customer making the request  102  is still unit pricing. Additional details regarding the flow of a problem resolution request will be described below with respect to  FIG. 7 .  
       FIG. 2  is a block diagram illustrating various features of a consolidated managed maintenance environment  200  utilized in an illustrative embodiment of the invention. A consolidated managed maintenance program (CMMP)  202  includes a variety of useful features. First of all, the CMMP  202  includes pre-defined levels of support that vary according to break/fix response time and hours of coverage. Referring to  FIG. 3 , a display  300  of support levels outlining a variety of support response criteria according to an illustrative embodiment of the invention will be described. Support levels  1 - 5  vary according to phone call response time  302 , onsite response time  304 , parts onsite response time  307 , coverage hours  310 , and coverage days  312 . For instance, support level  4  and support level  5  differ in that support level  5  has a time and materials (T&amp;M) cost basis and a best efforts onsite response time  304 .  
      Returning now to  FIG. 2 , the CMMP  202  also includes multiple provider support via a single provider  205 . As briefly described above, the primary service provider  110  will serve as the sole contact and invoicing source as far as the client or customer is concerned. However, to meet specialized needs the primary service provider/supplier may subcontract other providers, such as OEMs to provide services when needed. This arrangement thus offers multiple provider support with a single service and billing contact.  
      Additionally, the CMMP  202  includes flexible costs and revision response time  207 . The CMMP  202  provides zero day notice for device additions and removals and no-charge IMACs. The CMMP  202  also provides no charge recertification for hardware devices once covered under the CMMP that are reinstated after being decommissioned or removed from service.  
      Still further, the CMMP  202  includes equipment categories or groups  210 . These categories organize the hardware devices into groups based on number of central processing units (CPUs), model type, size of the hardware devices, shape, processing power, and/or manufacturer. The CMMP  202  also includes unit pricing features  212 . The unit pricing features  212  provide fixed pricing for a period of time, such as a contract period. The fixed pricing may vary between equipment categories, manufacturers, levels of support, warranties, no warranties, quantity of hardware devices serviced, and/or year of contract.  
      Referring to  FIG. 4 , a display of example unit pricing  400  based on assigned categories, support level, manufacturer, coverage quantity and/or warranty status according to an illustrative embodiment of the invention will be described. Column  402  outlines equipment manufacturer and/or equipment categories. Column  404  lists the various levels of support as described in  FIG. 3 . Columns  407 ,  410 , and  412  list pricing options according to warranty status and quantity of hardware devices covered.  
       FIG. 5  is a schematic diagram illustrating aspects of a networked operating environment  500  utilized in an illustrative embodiment of the invention. The networked environment  500  includes a web server  502 , and a workstation or personal computer (PC)  503  serving as an input and output source for the web server  502  over a network  510  via an interface  514 . The web server  502  includes a memory  504  storing a web server application  505 , a managed maintenance application (MMA)  507 , and a data store  508  that contains support levels, equipment categories, and other pricing data. Additional details regarding the web server  502  will be described below with respect to  FIG. 6 . The PC  503  includes a memory  517  storing an operating system  518  and a web browser  520 . The web browser  520  facilitates the display of the interface  514  generated by the MMA  507  over the network  510 .  
       FIG. 6  illustrates a computing system architecture for the web server  502  utilized in an illustrative embodiment of the invention. The web server  502  includes a central processing unit (CPU)  614 , a system memory  602 , and a system bus  612  that couples the system memory  602  to the CPU  614 . The system memory  602  includes read-only memory (ROM)  605  and random access memory (RAM)  604 . A basic input/output system  607  (BIOS), containing the basic routines that help to transfer information between elements within the web server  502 , such as during start-up, is stored in ROM  205 .  
      The web server  502  further includes memory such as the mass storage device (MSD)  504  for storing an operating system  617  such as WINDOWS XP, from MICROSOFT CORPORATION of Redmond, Wash., the MMA  507 , the web server application  505 , and the data store  508  that includes category, support level, and pricing data associated with hardware devices. It should be appreciated that the MSD  504  may be a redundant array of inexpensive discs (RAID) system for storing data. The MSD  504  is connected to the CPU  614  through a mass storage controller (not shown) connected to the system bus  612 . The MSD  504  and its associated computer-readable media, provide non-volatile storage for the web server  502 . Although the description of computer-readable media contained herein refers to a MSD, such as a hard disk or RAID array, it should be appreciated by those skilled in the art that computer-readable media can be any available media that can be accessed by the CPU  614 .  
      The CPU  614  may employ various operations, discussed in more detail below with reference to  FIG. 7  to provide and utilize the signals propagated between the web server  502  and the PC  503  ( FIG. 5 ). The CPU  614  may store data to and access data from the MSD  504 . Data is transferred to and received from the MSD  504  through the system bus  612 . The CPU  614  may be a general-purpose computer processor. Furthermore, as mentioned below, the CPU  614 , in addition to being a general-purpose programmable processor, may be firmware, hard-wired logic, analog circuitry, other special purpose circuitry, or any combination thereof.  
      According to various embodiments of the invention, the web server  502  operates in a networked environment, as shown in  FIG. 5 , using logical connections to remote computing devices via network communication, such as an Intranet, or a local area network (LAN). The web server  502  may connect to the network  510  via a network interface unit  617 . It should be appreciated that the network interface unit  617  may also be utilized to connect to other types of networks and remote computer systems.  
      A computing system, such as the web server  502 , typically includes at least some form of computer-readable media. Computer readable media can be any available media that can be accessed by the web server  502 . By way of example, and not limitation, computer-readable media might comprise computer storage media and communication media.  
      Computer storage media includes volatile and nonvolatile, removable and non-removable media implemented in any method or technology for storage of information such as computer readable instructions, data structures, program modules or other data. Computer storage media includes, but is not limited to, RAM, disk drives, a collection of disk drives, flash memory, other memory technology or any other medium that can be used to store the desired information and that can be accessed by the web server  502 .  
      Communication media typically embodies computer-readable instructions, data structures, program modules or other data in a modulated data signal such as a carrier wave or other transport mechanism and includes any information delivery media. The term “modulated data signal” means a signal that has one or more of its characteristics set or changed in such a manner as to encode information in the signal. By way of example, and not limitation, communication media includes wired media such as a wired network or direct-wired connection, and wireless media such as acoustic, RF, infrared, and other wireless media. Combinations of any of the above should also be included within the scope of computer-readable media. Computer-readable media may also be referred to as computer program product.  
       FIG. 7  is an illustrative operational flow  700  performed in consolidating and managing hardware maintenance services for a plurality of hardware devices according to illustrative embodiments of the invention. When reading the discussion of the routines presented herein, it should be appreciated that the logical operations of various embodiments of the present invention are implemented (1) as a sequence of computer implemented acts or program modules running on a computing system and/or (2) as interconnected machine logic circuits or circuit modules within the computing system. The implementation is a matter of choice dependent on the performance requirements of the computing system implementing the invention. Accordingly, the logical operations illustrated in  FIG. 7  and making up the embodiments of the present invention described herein are referred to variously as operations, structural devices, acts or modules. It will be recognized by one skilled in the art that these operations, structural devices, acts and modules may be implemented in software, in firmware, in special purpose digital logic, and any combination thereof without deviating from the spirit and scope of the present invention as recited within the claims set forth herein.  
      Referring now to  FIGS. 1, 2 , and  7 , the operational flow  700  performed in consolidating and managing hardware maintenance services for a plurality of hardware devices, according to an illustrative embodiment of the invention, will be described. The operational flow  700  begins at operation  702  where the MMA  507  categorizes each hardware device covered by the CMMP  202 .  
      Next, at operation  704  the MMA  507  establishes support levels within each category and flexible costs and revisions allowing for no cost IMACs and zero day addition/removal notice in the pricing plan. The operational flow  700  then continues to operation  705  where the MMA  507  associates unit pricing with the hardware devices based on the equipment category, manufacturer, support level, warranty status, and/or hardware device quantity.  
      Next, at operation  707 , the MMA  507  receives a problem or change request. This may be in the form of a phone or electronic message. Then at operation  710  the MMA  507  generates case data associated with the request that includes problem or change specifics.  
      The operational flow  700  then continues to operation  712  where the MMA dispatches problem or change data to the primary service provider  110 . Then at operation  716  the MMA  507  determines whether the problem is hardware or OS related. When the problem is OS related, the operational flow  700  continues to operation  717  where OS support is received from a designated provider. The operational flow  700  then continues to operation  718  described below. When the problem is hardware (HW) related, the operational flow  700  continues from operation  716  to operation  715  where support is received from a field engineer.  
      Next at operation  718 , the MMA  507  escalates the problem resolution activity when the support is unable to resolve the problem. Then at operation  720 , restored service or the requested change is implemented. The operational flow  700  then continues to operation  722  where a consolidated report is generated and received on all services provided regardless of what hardware devices received service. This report may be received periodically, such as monthly. Then at operation  724 , a consolidated invoice is generated and received on all services provided regardless of what hardware devices covered by the CMMP  202  received service. The operational flow  700  returns control to other routines at end operation  727 .  
      Thus, the present invention is presently embodied as methods, systems, computer program products or computer readable mediums encoding computer programs for consolidating and managing hardware maintenance services for a plurality of hardware devices.  
      The above specification, examples and data provide a complete description of the manufacture and use of the composition of the invention. Since many embodiments of the invention can be made without departing from the spirit and scope of the invention, the invention resides in the claims hereinafter appended.