Mobile IT Support Platform with Two-Factor Authentication
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Solution Overview
Problem
Current IT service desk systems lack efficient and secure mechanisms for end-users to access IT services support on mobile devices, particularly in a mobile-first world where convenience and security are paramount.
Innovation Solution
A system comprising a service platform with a central database, self-service mobile application, and communication network that enables automated two-factor authentication, multi-channel communication, and proactive features like newsfeed, live chat, and virtual agent access, along with a structured database and orchestration cluster for managing requests, ensuring secure and efficient support access.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If traditional IT service desk systems are used, then service coverage is limited to desktop environments, but mobile access capability is lost
Solution Approach 1:
The service platform is designed to provide universal access across multiple devices and operating systems. The mobile application implements the same service desk functionality as the desktop version, allowing users to access IT support services regardless of whether they are using a smartphone, tablet, or desktop computer. This multi-platform capability resolves the contradiction by making the system adaptable to mobile environments without requiring completely separate mobile-specific infrastructure.
2Reliability
If basic authentication is used, then access speed is fast, but security is compromised
Solution Approach 1:
The system performs preliminary authentication actions by implementing two-factor authentication that combines something the user knows (password) with something the user has (mobile device). The mobile application pre-establishes secure communication channels and token verification mechanisms before actual service access is required. This preliminary security setup ensures that while the authentication process takes slightly longer than simple password entry, the security level is significantly enhanced without requiring multiple sequential authentication steps during actual service usage.
3Productivity
If manual service request processing is used, then system complexity is low, but service efficiency is reduced
Solution Approach 1:
The mobile application enables users to independently submit service requests, check request status, and receive notifications without requiring manual intervention from IT staff for routine operations. The system automatically routes requests to appropriate service agents, tracks progress through different stages, and provides users with real-time status updates. This self-service capability significantly improves service request processing efficiency while the automation complexity is managed through standardized workflows and integration with existing service management infrastructure.
4Ease of operation
If direct IT agent interaction is required, then service quality is high, but user dependency on IT increases
Solution Approach 1:
The mobile application implements comprehensive feedback mechanisms that keep users informed about their service requests throughout the entire process. Users receive automatic notifications when requests are submitted, when agents are assigned, when issues are resolved, and when additional information is needed. This continuous feedback loop enables users to independently track and manage their service requests without requiring direct communication with IT agents, thereby increasing user independence while maintaining full visibility into service information and status.
Data Source
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AI summary
The invention concerns a system for providing IT services support to end-users/customers comprising at least a service platform comprising a central database and including at least a contact platform, service management platform each platform comprising at least a database for storing data or information and/or a set of programs for at least providing services; a communication network for at least connecting components of the service platform; a self-service mobile application for accessing IT services support provided by IT services providers through the service platform and running on a mobile device (4) for getting support from agents on the contact platform through a multi-channel of communication; the set of functionalities of the application comprising at least allowing an automated two-factor authentication for at least resetting password via an active directory and, connects to the contact platform for allowing end-users to access the IT services support and to a services management platform for downloading instructions and or information for at least monitoring the end-users' requests addressed to the IT services providers of the services platform.