The invention relates to performing a service operation on a computer. In one
embodiment, information indicative of the need for a service operation is sent
by a customer computer to a support center. Based on this received information,
the support center then identifies the service operation to be performed on the
computer, such as the replacement of a faulty component. The support center then
creates a service task record describing this service operation, which is transmitted
from the support center to a mobile computing device associated with an engineer
who is to complete the service operation. This typically includes schedule information,
detailing when and where the service operation is to be performed. When the engineer
then arrives at the customer location, a direct communication link is established
between the customer computer to be serviced and the mobile computing device, for
example using an infrared link. Information transmitted over this link allows the
mobile computing device and the customer computer to confirm with one another the
details of the service operation to be performed, such as which particular component
of the computer is to be replaced. This minimises the likelihood of mistakes being
made during the service operation. Finally, a confirmation that the repair has
been completed can be transmitted from the mobile computing device and/or the customer
computer itself back to the support center.
