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Automated Installation Software
By: Bruce Bahlmann - Contributing Author (your
feedback
is important to us!)
Created: September 26, 1996
The proposed phases of development
of this tool are as follows:
Phase 1: Brainstorming
Completed – See Installation
Automation
Phase 2: Further explore ideas with possible
vender
Completed – See Diagnostic
Phase 3: Administration acceptance and financial
backing
Tentative Approval from management
Phase 4: Development of information &
diagnostics tool
Phase 5: Development of installation script
(adding software installation)
Phase 6: Development of communications and
automation
Note planning, design,
development, testing, and training are assumed part of each phase
Phase 3-4: Development of Information and
Diagnostics Tool (and negotiate contract)
1.
Determine
which configuration settings need to be gathered
·
Further examine Apple
computer’s “Profile” program as information gathering tool, and compare it
to Microsoft’s “MSD” program.
·
Develop a list of relevant
configuration settings that influence either installation or customer care (utilize the
existing settings on Remedy database as a place to start – these fields are not
necessarily needed).
·
Present list to installers
and customer care to check applicability
·
Final set of configuration
settings will be published on a html page that references the computer ID of the customer.
A copy of the html page will be left on the customer’s PC, and bookmarked (for
troubleshooting) and the other page will be ftp-ed to a central site (a machine with an
incoming folder that is only writeable (not readable). These html files will be available
for customer support to lookup.
2.
Determine
an off-the-shelf (OTS) diagnostic tool for installers
·
Determine the requirements
of a diagnostic tool for installation troubleshooting. Emphasis should be placed on
peripherals, motherboard, memory, and hard drive space, however, any device handled by
installer should be checked.
·
Currently there are a
couple OTS diagnostic tools for computers. This tool plays a vital role in enabling
installers to diagnose customer PC problems before the installation. Using the diagnostic
tool, troubled installs can be avoided and follow-up service calls can be reduced. The
emphasis on OTS software is a must in order to allow for inevitable changes in system
software that could cause incompatibilities.
·
Any diagnostic anomalies
are recorded appended to the information report. Emphasize the need for automated
capturing of information (installers must not be required to record information), however,
any failures of computer equipment detected by the diagnostic tool must be handwritten
into the contract for customer to sign and typed into installation notes of computer
record.
Phase 5: Development of Installation Script (adding
software installation)
1.
Integrate
information gathering and diagnostic tool into a installation script.
·
Provide a snap-shot of
installation configuration before install and after install
·
Document actual changes
made to machine – the difference between before and after snap-shots.
2.
Further
integrate computer setup into installation script.
·
Using workflow, create a
script that steps through installation dialogs. This script will display the necessary
control panels and suggest the appropriate settings. Scripts will be generated for both PC
and Macintosh computers.
·
Complex setups such as Home
LAN or multiple phone modem/ethernet connections will be directed by instructions on the
web site.
Phase 6: Development of communications and
automation
1.
Associate
installation configuration to customer ID
·
Place copy of customer
computer configuration on a ftp server and link this to Remedy by computer ID. This would
enable customer care to access this information. Note all modifications (service calls)
will update this info.
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