Service management system and method of operation thereof

Abstract

A service management system and method. In one embodiment, the service management system includes: (1) a service description repository configured to contain service descriptions that define services in terms of a set of systems and devices that assume roles based on at least one of capabilities and attributes thereof and (2) a service management engine coupled to the service description repository and configured to employ the service description repository and at least one of the systems to deliver a service corresponding to at least one of the service descriptions via at least one of the devices.

Description

CROSS-REFERENCE TO RELATED APPLICATION[0001]This application claims the benefit of U.S. Provisional Application Ser. No. 60 / 989,730, filed by Dholakia, et al., on Nov. 21, 2007, entitled “Method and System for Remote Device Management,” commonly assigned with this application and incorporated herein by reference. This application is also related to the following U.S. patent applications, which are filed on even date herewith, commonly assigned with this application and incorporated herein by reference:SerialNo.InventorsTitle[AttorneyDholakia,“System and Method for IdentifyingDocket No.et. al.and Calling a Function of a Service804144-With Respect to a Subscriber AndUS-NP(2)]Service Management System Employingthe Same”[AttorneyPelley,“Normalization Engine and Method ofDocket No.et. al.Requesting a Key Or Performing an804144-Operation Pertaining to an End Point”US-NP(3)][AttorneyPelley,“Service Management System andDocket No.et. al.Method of Executing a Policy”804144-US-NP(4)][Attorney...

AI Technical Summary

Benefits of technology

The patent describes a system and method for providing customer support for mobile phones and customer premises equipment. The system includes a device management server that can communicate with remote devices and provide various functions such as accessing information about devices and users, diagnostics, upgrading firmware / software, synchronizing data, enabling security features, remote controlling devices, service and application provisioning, and defining and following policies. The system also includes a service description repository that contains service descriptions that define services in terms of a set of systems and devices that assume roles based on capabilities and attributes of the devices. The service management engine uses the service description repository and the systems to deliver a service corresponding to a service description via a device. The technical effects of the patent include improved customer support and management of mobile phones and customer premises equipment.

Problems solved by technology

Today, the complexity often associated with smart phones is driving customer service costs up and serves as a potential inhibitor as mobile network operators strive to achieve mass-market adoption with these sophisticated devices.

In fact, consumers are finding mobile services increasingly confusing and issues around ease-of-use are holding them back from buying and using third generation (3G) handsets and services.

Wireless service providers who sell and support smart phones and their associated data services face the prospect of rising customer support costs due to the complexity associated with these devices and services.

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