Systems and methods for providing hierarchy of support services via desktop and centralized service

Abstract

The present solution provides increases in automation, scalability and efficiency for delivering technical support services to devices. Systems and methods of the present solution provide a hierarchy or layers of automated desktop services with remote technical support services, which may be automated. The present solution provides an on desktop automation support system that detects and automatically remediates problems on a device of the user. If the problem is not fixed or fixable via local automated remediation at the desktop, a centralized service may remotely deliver technical support services to the device in the form of automated support services delivered to the device or remote technical agents connecting remotely with the device. With the combination of local support automation, remote support automation, remote and onsite technicians, the centralized service may deliver a hierarchy or multi-layers of services to any device.

What is claimed: 
     
         1 . A method comprising:
 (a) collecting, by an aggregator agent executing on a device in communication with a plurality of devices, information about the plurality of devices;   (b) transmitting, by the aggregator agent to a centralized service operating on one or more servers remote to the one or more plurality of devices, collected information about the plurality of devices;   (c) determining, by the centralized service using the collected information, a type of work to perform on a device of the plurality of devices;   (d) identifying, by the centralized service, a package configured to automatically perform the type of work; and   (e) communicating, by the centralized service, the package to the device to execute the package on the device to perform the type of work on the device.   
     
     
         2 . The method of  claim 1 , wherein (a) further comprises receiving, by the aggregator agent executing a device comprising a mobile device of a user, information about each device of the plurality of devices from an agent on each device in a network environment of the user. 
     
     
         3 . The method of  claim 2 , further comprises automatically discovering, by the aggregator agent each agent on each device. 
     
     
         4 . The method of  claim 1 , further comprising detecting, by a first agent on a first device of the plurality of devices, a problem to be remediated on the first device and performing, by the first agent responsive to the detection, an automated remediation of the detected problem on the first device. 
     
     
         5 . The method of  claim 1 , further comprising detecting, by the aggregator agent, a problem to be remediated on a device of the plurality of devices and performing, by the aggregator agent responsive to the detection, an automated remediation of the detected problem on the device. 
     
     
         6 . The method of  claim 1 , wherein (e) further comprising communicating, by the centralized service, the package to the device via a connection between the centralized service and the device. 
     
     
         7 . The method of  claim 1 , wherein (e) further comprising communicating, by the centralized service, the package to the device via the aggregator agent. 
     
     
         8 . The method of  claim 1 , wherein (e) further comprising the package being at least one of automatically unpackaged, installed or executed upon delivery of the package to the device. 
     
     
         9 . The method of  claim 1 , wherein the aggregator agent is in communication with a plurality of devices at a site and transmits site data to the centralized service, wherein the site date is aggregated from the information about each device of the plurality of devices at the site. 
     
     
         10 . The method of  claim 9 , further comprising managing, by the aggregator agent using the site data, each agent on the plurality of devices at the site. 
     
     
         11 . A system comprising:
 an aggregator agent configured to execute on a device in communication with a plurality of devices, collect formation about the plurality of devices;   a centralized service configured to operate on one or more servers remote to the one or more plurality of devices and to receive collected information about the plurality of devices transmitted by the aggregator agent; and   wherein the centralized service is configured to determine, using the collected information, a type of work to perform on a device of the plurality of devices, identify a package configured to automatically perform the type of work; and communicate the package to the device to execute the package on the device to perform the type of work on the device.   
     
     
         12 . The system of  claim 11 , wherein the aggregator agent is further configured to execute on the device comprising a mobile device of a user and to collect information about each device of the plurality of devices from an agent on each device in a network environment of the user. 
     
     
         13 . The system of  claim 12 , wherein the aggregator agent is further configured to discover each agent on each device. 
     
     
         14 . The system of  claim 11 , wherein a first agent on a first device of the plurality of devices is configured to detect a problem to be remediated on the first device and to perform, responsive to the detection, an automated remediation of the detected problem on the first device; 
     
     
         15 . The system of  claim 11 , wherein aggregator agent is further configured to detect a problem to be remediated on a device of the plurality of devices and to perform, responsive to the detection, an automated remediation of the detected problem on the device. 
     
     
         16 . The system of  claim 11 , wherein the centralized service is further configured to communicate the package to the device via a connection between the centralized service and the device. 
     
     
         17 . The system of  claim 11 , wherein the centralized service is further configured to communicate the package to the device via the aggregator agent. 
     
     
         18 . The system of  claim 11 , wherein the package is further configured to be at least one of automatically unpackaged, installed or executed upon delivery of the package to the device. 
     
     
         19 . The system of  claim 11 , wherein the aggregator agent is further configured to be in communication with a plurality of devices at a site and transmit site data to the centralized service, wherein the site date is aggregated from the information about each device of the plurality of devices at the site. 
     
     
         20 . The system of  claim 19 , wherein the aggregator agent is further configured to manage, using the site data, each agent on the plurality of devices at the site.