What is Remote Diagnostics?
Remote diagnostics is the web-based analysis and rectification of faults on remote technical devices such as machine parts, automobiles, routers, parking machines or computers.
Telecommunications was one of the first industries to use remotediagnostics to improve its service and support. In the event of errors, the hotline agent could access the customer's telephone system or router remotely. Misconfigurations could thus be quickly rectified or updates quickly installed. We have the most project experience in precisely this area.
Nowadays, it is no longer just stationary devices that are managed remotely, but increasingly mobile devices as well. One example is access to on-board computers in modern trucks or cars. The Workshop can help with technical problems that Hotline if there are questions about telematics services and the Marketing if the driver is to be presented with location-dependent offers.
All household appliances can also be managed remotely and diagnosed in the event of a fault. The latest trend here is smart metering. Energy suppliers in particular offer their customers remote diagnostics services for controlling heating and electricity consumption.
Special features of Remote Diagnostics services
- Special requirements in terms of security and confidentiality, as customer devices, some of which contain sensitive data, are accessed.
- Meanwhile, purely IP-based access via encrypted Internet protocols. Mostly TCP/s or http/s.
- Access via cable line (e.g. DSL) or mobile radio (e.g. UMTS or HSDPA).
- As the availability and quality of mobile data networks still varies greatly, the operation of a remote diagnostics service always depends on this (test possible with speedTrack).
- There are numerous industry-specific technical standardization efforts (e.g. the Broadband Forum publishes so-called TR protocols to standardize access to telecommunications devices). OSGi , for example, is an alliance of various device manufacturers that wants to offer reusable Java modules for remote diagnostic services.
- The user groups can be from service/maintenance, support/hotline, marketing/sales or compliance (e.g. police). Customers themselves are increasingly becoming a user group of remote diagnostic services. They are encouraged to help themselves (customer self-service).
Left:
