Service Management System for Mobile Device Policy Execution
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Solution Overview
Problem
The increasing complexity of smart phones and mobile devices is leading to rising customer support costs for network service providers due to issues like multiple contacts for a single problem, longer call durations, and the need for escalation to higher-tier technicians, as well as challenges in managing and supporting sophisticated customer premises equipment in home networks.
Innovation Solution
A service management system that includes a repository for device, system, and subscriber descriptions, and a policy engine to identify relevant endpoints, services, and subscribers, allowing for centralized management and control through protocols like OMA-DM, enabling activation, provisioning, support, and assurance of services across fixed-line and mobile devices.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If smart phones and mobile devices become more sophisticated with advanced features, then device functionality and capabilities are improved, but device complexity increases leading to higher support costs
Solution Approach 1:
The patent introduces a service management system as an intermediary between users and complex mobile devices. This system provides centralized management and control capabilities, allowing remote configuration, diagnostics, and support functions that simplify user interaction with sophisticated devices while maintaining their advanced functionality.
Solution Approach 2:
The service management system segments support functions into modular components including device management, client provisioning, firmware updates, and data synchronization. This segmentation allows complex device management tasks to be handled systematically through standardized protocols like OMA-DM, reducing the burden on both users and support staff.
2Adaptability or versatility
If device functionality increases, then user capabilities are improved, but ease of operation deteriorates due to complexity
Solution Approach 1:
The service management system enables self-service capabilities through automated device management, provisioning, and diagnostics. Users benefit from simplified operation as the system automatically handles complex configurations and troubleshooting tasks, reducing the need for user expertise while maintaining advanced device functionality.
3Productivity
If remote management capabilities are implemented, then support efficiency is improved, but system complexity increases
Solution Approach 1:
The service management system implements universal multi-functional capabilities that handle device management, provisioning, updates, and synchronization through standardized protocols. This universality improves support efficiency by providing centralized control across diverse devices while managing complexity through protocol standardization rather than custom solutions for each function.
Data Source
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AI summary
A service management system and a method of executing a policy. In one embodiment, the service management system includes: (1) a repository configured to contain device, system, subscriber and 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 policy engine coupled to the repository and configured to employ the repository to identify end points relevant to a policy, identify services in which any of the end points play a role, identify subscribers having an identified device of the end points and a subscription to an identified service and cause the policy to be executed with respect to identified devices of identified subscribers and identified systems.