WO2012138270A1

WO2012138270A1 - System and method for providing and controlling end user access to information

Info

Publication number: WO2012138270A1
Application number: PCT/SE2011/050425
Authority: WO
Inventors: Anders ÅMAN; Lars ÅMAN
Original assignee: Quickpilot Ab
Priority date: 2011-04-07
Filing date: 2011-04-07
Publication date: 2012-10-11

Abstract

27 ABSTRACT The present invention relates to a system for providing and controlling end user access to needed information of a sub- component in a complex product. It comprises a web server (10) a 5 database server (20) and local client stations (701,,704), a control and administration means (30) accessing the web-server for controlling and administrating customers, users (601,,603) and local client stations, information and making information accessible according to different assignable access rights. The 10 web server is connected to the database server (20) over a unique first interface (91) and the database server holds and manages an administration database (23), a core database (21), a matching database (24) and a configuration database (25), and it is over a second interface (92) connected to a configuration 15 web server (50). Local client stations running an information retrieval application can communicate with the web server (10), over a secure connection, e.g. a VPN client (40), and only get access to read information.20 Users or customers can, using https, access the configuration web server (50) for limited, customized administration of information provisioning according to granted access rights. (Fig. 1)25

Description

Title :

SYSTEM AND METHOD FOR PROVIDING AND CONTROLLING END USER ACCESS TO INFORMATION

FIELD OF THE INVENTION

The present invention relates to a system and a method for providing and controlling end user access to information, particularly information concerning functional objects or necessities in a complex system or product as referred to in the first part of claim 1 and 16 respectively. Particularly it relates to information that is initially unknown to the end user, or unspecified.

BACKGROUND

There are several problems associated with finding a product, or a sub-product, of a complex, complicated system or product if a person looking for it does not have a very detailed information, but only very spare information, or almost none, about the sub- product or the functional object as it herein is called in general terms, and particularly also not about the complex system or product as such. A customer, or an end user, then either has to perform a research before entering the store to be able to identify the product, or, if the customer only is able to give a more general, for example descriptive, information, the requirements on the sales persons or staff in a store or similar will be high, or they have to make a hard and time consuming effort. In the first case it is time consuming, sometimes even impossible, for the end user to acquire the correct information to be able to identify the product, which is not satisfactory at all. On the other hand, if the requirements are too high on the sales persons, this will also become inacceptable from a business point of view for the store etc. Often it is a very difficult task for the sales person since, for example as far as cars are concerned, there are so many different kinds of cars, different models, different fabrication years etc. The tendency is that it becomes even more difficult for a customer, due to the increasing amount and complexity of products of different kinds and for economical reasons. Customers also have very varying skills concerning the functional object or product they want to buy or about which they want additional information, for example concerning mounting, cheapest choice, highest quality choice etc. Known systems are basically intended for the sales persons but they also require some skill to use, or specialization, and it is often not possible to obtain additional information or to compare between different options etc. Thus, so far no satisfactory solution to the above mentioned problems has been found, but the situation rather tends to get worse the more complex the products or systems get, and the less specialized the sales persons, in addition it is in general desirable to have less staff serving customers and self-service is often the most attractive concept.

SUMMARY OF THE INVENTION

It is therefore an object of the present invention to provide a system and a method respectively which makes it possible to, in an easy manner for a customer, in the following denoted an end user, to obtain needed information about, or particularly identify, a functional object or sub-product, or a necessity, of a complex product or system, for example in a store, a shopping centre, a gas station or similar. It is also an object of the present invention to enable for an end user to, in a quick and easy manner get access to associated information concerning the needed sub-product or similar, particularly with as little as possible assistance from staff. However, it is also an object to provide such an information providing system which can be used by staff to assist an end user, particularly bearing in mind that the staff can be as poorly or well informed as the end user himself. It is also an object to provide an information providing and control system which enables controlling how, when and to which local client station information is provided. Particularly it is an object to provide a system and a method respectively which can provide such information in a fast, efficient and correct manner independently of the skill of the end user. Particularly it is an object to provide an end user with access to information, and allows him to identify for example a needed sub-product when the end user has no detailed starting information or not sufficient information for example about the product itself of which a certain needed sub-product or item forms a part. Thus, it is particularly an object to provide for a fast and easy access to a needed detailed piece of information concerning an initially unspecified item for a poorly informed user.

Therefore a system and a method respectively having the characterizing features of claim 1 and 16 respectively is provided . Advantageous embodiments are given by the features of the appended sub-claims. Particularly an object of the invention is to provide a tool for a customer (which may, but does not have to be, a large company or a business chain, for example an oil company etc. with a plurality of users, for example a plurality of gas stations) , with a possibility to, to a certain extent, control the provisioning of information to different users, client stations of users, and, in the end, the end users.

It is also an object of the invention to provide a system and a method as referred to above which is secure and reliable, easy to implement, install, adapt to changing conditions, and to use for customers, users as well as end users.

BRIEF DESCRIPTION OF THE DRAWINGS

The invention will in the following be more thoroughly described, in a non-limiting manner, and with reference to the accompanying drawings, in which:

Fig. 1 is a schematical block diagram of a system according to a first embodiment,

Fig. 2 is a schematical block diagram of a system according a second embodiment,

Fig. 3 is a schematical block diagram of a system according a third embodiment,

Fig. 4 schematically illustrates a logical structure

system according to the invention, Fig. 5 schematically illustrates different access levels on which can be assigned different access rights, and Fig. 6 schematically illustrates one implementation of end user presentation that can be provided at a local client station.

DETAILED DESCRIPTION

According to the present invention a system is provided through which it becomes easy for an end user to get access to a needed piece of information, for example a sub-product or a necessity in a complex system or product. An end user at a local client station can for example get access to information as disclosed in the patent application No. PCT/EP2010/067001 filed on 2010- 11-08 with priority from EP 09175427.5, filed on 2009-11-09 by the same applicant. This document describes a method according to which, at an uppermost level, at "start", an entrance to a more and more refined maze is defined. The entrance may be in the form of a refined catalogue system comprising cross- references to other parts of said entrance catalogue or to another catalogue, which in its turn may define a lower more detailed level of cross-references to other parts of the catalogue system or perhaps shows an article sought for in a product mix, which is specific for a certain branch or business operation. While iterating himself along the way down said maze, it is essential that the person (end user) performing the search is aware of that certain "inputs" have to be given in the form of intelligent part-taking in decision making in order to be able to proceed further towards the goal, which is to find a certain article, or a certain piece of information, pertaining to the branch in question, sought for, such as a spare part for an automobile. A most essential part of the iterative process in reaching said goal is that it is supposed that the process is supposed to proceed in spite of the fact that the person using the same is unable to receive any kind of help in reaching the goal, in other words, the iterative process must be provided with directional advice contained in connection with each step to make it possible for the person to make a decision and proceed .

From the entrance at "start", different paths are electable based on information provided by the user of the method. Each such path, in succession gives a number of possible options/ choices, which after being elected gives free pass to another level of choices, and so on until the correct component or subcomponent is found; and, particularly, where the same is stored. The local client station here can alternatively be a fixed station, a mobile station, e.g. a mobile telephone, an Iphone or any other mobile or fixed station with similar capabilities .

As referred to above it is extremely important to be able to present an end user with the appropriate, actually needed, information, which however is problematic since the end user often has only very limited or even no information whatsoever about the needed or searched item or functional sub-product at the same time as the end user does not have enough detailed knowledge about the complex system or product in which the sub- product should be applied or of which it forms a part.

According to the invention information needed by an end user can be presented to the end user over different media channels depending on the unique needs of the end user. According to the invention a system is provided which, in addition to the above, facilitates the procedure for providing said information to an end user, and which is flexible and scalable such that it can also be adapted to function just as well also for a large number of local client stations or end users .

The system comprises a core where information, for example vehicle data (although it should be clear that the inventive concept is applicable also for all other kinds of information) , customers, users (here each customer is supposed to have a number of users), relations etc., are handled and edited. The core comprises a framework creating the preconditions for enabling the building of a modular system.

Logically the core comprises a persistence layer (PL) which is a layer for storing data in databases and a domain model (DM) which is a model describing the data and how different entities in model are related to one another.

Logically or hierarchically above the core layer there is a layer of indexed/arranged or composed data, the data abstraction layer, cf. Fig. 4 below, which contains data exported from the core. Logically the data abstraction layer comprises two sublayers, a cache layer (CA) and a rest-service layer. The cache (CA) handles data from the domain model (DM) in cached form in order to optimize response times. A business logic layer (BL) in the core layer handles rules determining for whom data from the cache is delivered to clients, what data from the cache that is delivered to clients and how data is delivered from the cache to clients, Rest service (RS) comprises a web service (REST web service) delivering data to a visualisation layer (VI) which is a layer through which data from RS can be consumed, e.g. an IOS-application, an android application, a web application. It contains all the user interface functionality. The information in the data abstraction layer makes it possible to considerably shorten the response time when a request is received which requires handling and computation before it is presented for the browser of a local client station. In alternative embodiments different modules can be arranged in another logical layer which abstracts information to the user depending on different selections/filtering made by the user, and/or which the customer has done. An end user can access information by means of a web browser e.g. on a touch screen (or through any other appropriate media channel, such as a mobile station or e-business) . Through the presentation of information e.g. at a local client station touch screen or similar is enclosed.

In particular embodiments optional statistics modules, monitoring modules etc. can be added as side modules. In one embodiment the information retrieval and providing application is based on ASP.net run in a web browser run at the local client station, which may use different operation systems and hardware.

A system according to the invention provides a platform which makes it possible to handle different customer/user levels with access rights that can be assigned on different levels. (In some embodiments it is possible to add modules, operating against the core and the data abstraction layers, such as digital signage, E-commerce, feedback, customer/client, product, language, visiting profile, helpdesk, statistics, hardware, specific data, for example vehicle data, car register data, monitoring, import/integration and downloading of data, other kinds of navigation, and client views. Such modules operate towards the core and abstraction layers.

Through the introduction of the intermediate data abstraction layer, to which data is exported, it becomes possible for clients to, in a fast manner, get access to data and it is also enables for load balancing. The data abstraction layer is actually used for different basic functions. One is for distribution, and it creates load balanced and/or distributed services with makes it possible to optimize filtering, and enable filtering without the client being connected to the Internet. One example is at a fair with a few clients and a local server delivering product feedings, films etc. Another example is a local installation in a client. The other function of the data abstraction layer is that it is used for optimization. Sub-segments can be created which the actual client/screen can use. For example for a screen only a percentage, or a part of the total number of products are included. This makes it possible to optimize filtrations etc. There may also be matching only of products which actually are available. The filtering can be made from different sub-segments of the server application.

Fig. 1 is a schematical block diagram of one implementation of a system according to the invention wherein the number of local client stations is not very high, for example up to 1000. The system here comprises a web server 10 with a core function H i , II₂ as discussed above, a communication function 12 needed for communication functions between servers and with local client stations LCS1 , ... , LCS4 ; 70i,...,70₄ and external services, e.g. sending e-mail or SMS. From the local client stations LCS1-LCS4 requests are sent to the server 10 in this embodiment, over a VPN client 40. The core function Hi, II₂, or the web server, can thus only be accessed via the VPN firewall (here) . The web server 10 also comprises an administration function 13 for administration and control by means of the control and administration means 30, also only accessing the web server 10 via, here, VPN client 40. Preferably a matching function 14 and a log function 15 are provided, running in another logical layer, in the web server 10, for information processing, e.g. enabling the administration and control function to monitor which are the number of requests for certain types of different services, from where are the requests to monitor certain views of information etc. (It may also allow a customer 60 or a user 6O₁, 6Ο₂, 6Ο3 to view information, by using the configuration web server 50. )

The web server 10 also comprises a caching functionality 16 which for example may be implemented as a window server application fabric for caching data (core and match data) for providing quick access for local client stations requesting information as discussed above and which comprises the data abstraction layer. (In other embodiments modules can be added/removed, and activated depending on access rights assigned or granted to customers and users under the control of the administration and control function 30.) The web server 10 is connected to the database server 20 by means of a first interface, which preferably is unique. The database server 20 comprises an administration database 23 communicating with, being in the same logical layer as, the administration function 13 of the web server 10 and controlled by the control and administration means 30. The database server 20 also comprises a core database 21, logically in the core layer with the core Hi, H₂, a matching database 24 and a configuration database 25. The matching database 24 is in communication with the matching function 14 of the web server 10. By means of a second interface 92 the database server 20 communicates with a configuration web server 50, the intention of which is to allow user communication over a secure internet protocol, e.g. https, for example for limited, granted, customer or user administration of users, local client stations, products and campaigns and similar.

In this embodiment there is but one customer 60 with (here) only three users; user 1, user 2, user 3 6O₁, 6Ο₂, 6Ο3. It should be clear that there is a normally a much larger number of users. The users user 1, user 2, user 3 are here seen as users of a single customer 60. It should be clear that in this embodiment there could also be more customers, each with a number of users but the number of end users (local client stations) is here still comparatively low, for example up to about 1000.

Preferably also the second web server 50, also called configuration web server, comprises a caching functionality 56, which in an advantageous embodiment is implemented as a windows server application fabric enabling caching and communication between servers. By means of the configuration web server 50 users/customers are allowed to perform certain administration control and select for example products etc. depending on their rights assigned by the administration and control function 30, but they still cannot access the database server or the web server other than for reading information, which is important for security issues and for assuring reliability. Data is persisted in the configuration database server 25.

As an alternative to the VPN client, which is used in same particular embodiments, the local client stations communicate with the web server over a secure or encrypted connection e.g. https . Also the administration and control means may alternatively be connected to the web server over a secure connection, e.g. https, or alternatively the client stations communicate with the web server using https and the administration and control means communicate with the web server via a VPN client. How the local client stations (and administrating and control means) are connected may also be determined on a per installation basis.

Fig. 2 is a block diagram of a system wherein the number of local client stations is higher, e.g. between 1000 and 10000, and it is here denoted a medium sized system. Reference numerals are used for denoting features and elements corresponding to those described with reference to Fig. 1 but they have been provided with a prime symbol. The difference is that instead of one web server there are two balanced web servers 1, 2 10A', 10B' which both are in communication with VPN client 40' and with the database server 20' or with the database server over e.g. https as discussed above. In other aspects the functioning is similar to that described with reference to Fig. 1, but via the communication function control is kept e.g. over the number of requests and load on a web server so that the load can be distributed between the, two (or more), web servers 10A', 10B' as evenly as possible, which also contributes to short response times and fast provisioning of information.

Finally Fig. 3 shows a third implementation of a system with a large scaling, i.e. a system adapted for a still higher number of local client stations, for example up to 100 000 or even 200 000. Like reference numerals are used for similar means and functions but they are provided with double prime symbols. In this case the web servers have been triplicated, i.e. there is a first balanced web server 10A", a second balanced web server 10B" and a third balanced web server IOC". In this embodiment however the administration function 83 and the com.... function 84 are provided in a separate web server 80 of the first web server arrangement. One reason therefore is that the load on the administration function, is considerably lower than the load on the core functionality (due to the large number of end user stations) , and since administrator interaction is not increased thereby to the same extent. In the particularly illustrated embodiment each of the balanced web servers 10A", 10B", IOC" comprises three core functions lln, H12, 11₁3 1133 respectively. This is only one particular implementation and it could have been one or two or even more core functions as well. Each balanced web server further comprises a log function 14i", 142", 14₃" respectively, which however is optional.

Moreover, in this case also the configuration web server arrangement comprises two balanced configuration web servers 50A", 50B" which caches 56B", 56B", which means that also the load of user administration requests can be balanced or distributed. In other aspects the functioning is similar to that described above with reference to Figs. 1, 2. Also here the VPN client is optional, an alternative being https.

Fig. 4 schematically illustrates the arrangement of the logical layers with core layer and other different layers as discussed earlier. The domain model (of the core) defines objects used in a particular implementation, for example products and user groups. A product may for example have a name, an article number, a length and a colour. These domain objects are handled by the application for making lists, filterings etc. The persistence layer handles database storing in a simple or a clustered environment. The web user interface UI is preferably logically in the visualization layer. The data abstraction may be run on the/a web server capable of handling service depending communication, such as a data, film etc. The data abstraction layer functionality is implemented by means of the caching function which may be implemented as windows server application fabrics.

The visualization/installation layer is responsible for the presentation of the information (for example visual and/or audio) to the end user at the local client station. It may be run on a web server or on distributed web servers. Statistics data flows through the whole process and can be saved on a disk or on a database as well as information for the monitoring, log, functionality . In the visualization layer, VI, modules are in some embodiments used as building blocks and it is then possible to select which modules are to be presented for which clients (customers/users/end users) . It is then also possible to have modules specifically designed for a specific customer or user/user group. If for example a module is needed for handling an SMS campaign, it is possible to build modules which then can be shown for a selection of users or local client stations. There are several examples on modules, which may be implemented as different types of wizards or sub-category selectors facilitating filtering out of precisely the type of product that an end user needs or is looking for. The modules are controllable on different levels and on different groups. A group may for example be a group of local client stations, for example within a defined region or having some other feature in common .

All information that is stored in the core, such as for example product information, customers, users, relations, statistics, monitoring information, and, for example in a particular embodiment, car register information, is controlled with respect to different assigned or granted access right levels (see Fig. 5) . This means that generally all information and functionality can be controlled depending on what actually has been assigned, and as controlled by the administrator/controller. A customer CI, C2, C3 can be granted certain or customized access rights, which is controlled and determined by the control and administration functions, and they normally depend on agreements. A customer is for example a large national or international company, which particularly may own different types of stores, which in turn may be grouped into customer groups C2_ir C2₂, C2j- of a customer C2. Each customer group C2₂ comprises users, here users C2₂i, C2₂2, C2₂3, C2₂4 which may be different stores or shops or gas stations in each of which a number of local client stations are arranged, C222x, C222_y which can be accessed by a number of end users or consumers. As discussed with reference to Figs. 1-3, via the configuration server the customers or customer groups are allowed to administrate for example what is going to be shown, and e.g. how many of a total number of available products are shown (within the rights given by the contract between the customer and the administrator, and/or between the customer group and the customer etc.) However, it is not possible for a user/customer to get access to certain parts of the core information itself or, in general concerning all core information, write in the core information, which is only allowed to the administrators and they can access the core by means of a secure connection or only by means of the VPN client.

Fig. 6 very schematically illustrates an exemplary scenario wherein an end user or a consumer e.g. may look for an information sheet or a piece of information. A request is then sent to a service (Rest-Service RS, cf. Fig. 4) in the data abstraction layer which handles the request and returns a reply, in this example e.g. an information sheet object.

On the start side a category can be selected. A request is then sent to the data abstraction layer which controls if there is any selection wizard which is relevant/necessary for showing the product. For example, if there is a request for wiper blades, this requires a vehicle wizard and a position wizard. When wizard data is sent to the client, the end user will go through the wizard and the result is sent to the data abstraction layer which returns a filtered page with products. As far as vehicle products or services are concerned, some product categories need to have a certain information about the vehicle of the end user in order to be able to provide a recommendation. The steps would then be 1) check what steps the product category requires, if any. 2) if a step is required, go through the corresponding wizard. The first step A) is to select a brand, for example Volvo, BMW etc. If needed, B) the fabrication year has to be selected. In a subsequent step C) the car model must be selected, and, if needed, D) also an engine type has to be indicated.

In order to refine a filtering it is possible to create sub^¬ categories for one or more of the product categories. This makes it possible for an end user to find precisely the lamp that fits to the actual position/function instead of a large number of different lamps fitting to the car in general.

Depending on which is the product type, there may be one or more products in the same category or sub-category, for example a certain type of lamp. The user can shift between different products. Each time a product is shown, a request is sent to the data abstraction layer which collects the data that is relevant for the product, for example what it is called, a picture thereof, optionally security information, possibly instructions and movies. For some of the products there may also be related products which are listed under the products which may provide a certain associated functionality or similar. In a particular embodiment the end user is also provided with a possibility of giving feed back to the administrator, for example for criticism, indicate erroneous feedings etc. Such messages are collected via the core and they are presented for the administration and control staff which then have the possibility to act depending on the feedback. Other options, such as frequently asked questions, wordlist, language etc. can also be implemented .

It should be clear that the invention is not limited to products or information associated with cars and vehicles, but it is applicable for in principle every kind of complex product or system with a plurality of sub-products or necessities which are difficult to specify and for which neither the customer nor the sales person is capable of easily and quickly provide the needed information. Also in other aspects it should be clear that the invention is not limited to the specifically illustrated embodiments, but that it can be varied in a number of ways within the scope of the appended claims.

Claims

CLAIMS 1. A system for providing and controlling end user access to initially unspecified, searched or needed, information about, associated with or related to a necessity or a sub-component of a complex system, product or procedure, which comprises

- a web server arrangement (10; 10'; 10") arranged to comprise, or to be in communication with,

- a database server (20; 20' ; 20") arranged to provide database services and communicate with a number of system internal and/or external information holding means; and

- a number of local client stations (70i, 70₄; 70i',..., 70_n' ;

70", ... 70_nn") for end user access by means of a web browser, wherein a local client station is adapted to, upon running an information retrieval application, present an overview to an end user at a first, top, hierarchical level from which the end user interactively, by stepwise selections, can be presented with respective detailed information at hierarchically lower levels until a level is reached which contains the needed, initially unspecified, information, c h a r a c t e r i z e d i n

that the system further comprises a control and administration means (30; 30' ; 30") which is arranged to be able to connect to or access the web-server arrangement for controlling and administrating customers, users ( 60ι, ..., 6Ο3; 60₄' ,..., 60io'_; 6O₁" 6O500"), local client stations, information and products comprising data information accessible according to different access rights assignable for customers and/or users by the controlling and administrating means (30; 30' ; 30") , that the web server arrangement (10; 10'; 10") comprises at least one first web server,

that the web server arrangement is connected to the database server (20; 20'; 20") over a unique first interface (91) for communication between the web server arrangement (10; 10'; 10") and the database server (20; 20'; 20") only,

that the database server is adapted to hold and manage an administration database (23), a core database (21), a matching database (24) and a configuration database (25),

that the database server over a second interface (92) is connected to a configuration web server (50; 50'; 50"),

that the local client stations belong to users controlled or owned by customers and are adapted to, by means of web browsers, be able to run an information retrieval application, that the local client stations are adapted to be in communication with the web server arrangement (10; 10'; 10") wherein the at least one web server is controlled by the administration and control means (30; 30'; 30"), and

that a number of users, or customers each managing a number of users, by means of a service internet protocol (93), e.g. https, are connectable to, and allowed to access, the configuration web server (50; 50'; 50") for limited, customized administration of products and information provisioning according to access rights as granted by the control and administration means (30; 30'; 30") .

2. A system according to claim 1,

c h a r a c t e r i z e d i n

that the at least one first web server (10; 10A' ; 10B'; 10A", 10B", IOC") comprises an administration function (23; 13) implemented by means of a caching function (16; 16'; 16A", 16B", 16C"), a core function (11; 11'; lln II₃₃) and a communication function, (12; 12'; 12i; 12₂"; 123") and in that the core function and the core database (21; 21'; 21") of the database server (20; 20'; 20") are comprised in a core framework.

3. A system according to claim 2,

c h a r a c t e r i z e d i n

that the core framework is adapted to handle and edit information, customers, users, relations.

4. A system according to claim 1, 2 or 3,

c h a r a c t e r i z e d i n

that one of the information holders is a car register based on car registration numbers.

5. A system according to claim 2 or 3,

c h a r a c t e r i z e d i n

that the core framework logically comprises a persistence layer and a domain model using a definition of used domain objects, such as customers, users, user groups, customer/client/user characteristics, products, product characteristics,

that hierarchically above the core layers of the core framework there is a data abstraction layer a caching layer comprising indexed/composed data or data exported from the core, depending on access rights granted to a user and user indicated filter conditions an end user to access information when an information retrieval application is run in a local client station web browser, from the data abstraction layer, substantially in real time.

6. A system according to claim 5,

c h a r a c t e r i z e d i n

that information is presented to an end user via a visualization/ installation layer arranged hierarchically above the data abstraction layer, providing for adaption of the information depending on display means of a local client station, e.g. a touch screen of a PC, a mobile phone, an Ipad, an Iphone, a fixed computer station installed in a store, a gas station or a commercial or public centre and comprising all user interface functionality.

7. A system according to claim 6,

c h a r a c t e r i z e d i n

that optional modules can be added to the system and that communication between the modules is provided by means of the communication functionality of the core.

8. A system according to claim 7,

c h a r a c t e r i z e d i n

that the modules comprise logic and views and operate towards the core and the data abstraction layer.

9. A system according to any one of claims 2-8,

c h a r a c t e r i z e d i n

that the core layer logically comprises a business logic layer, a domain model layer and a persistence/installation layer.

10. A system according to any one of the claims 2-9,

c h a r a c t e r i z e d i n

that the web server arrangement comprises two or more distributed, balanced web servers connected to the database server for load sharing/ balancing purposes and in that one or more web server can be added to/removed from the web server arrangement depending on the number and users, local direct stations, and/or if customers/end users are added/removed .

11. A system according to any one of the preceding claims, c h a r a c t e r i z e d i n

that depending on number of local client stations, or end uers, the system comprises one or more additional configuration server, all configuration servers being connected in parallel to the database server via the second interface.

12. A system according to any one of the preceding claims, c h a r a c t e r i z e d i n

that the local client stations are adapted to be able to communicate with the web server arrangement ( 10 ; 10 ' ; 10 ' ' ) over a VPN client (40 ; 40 ' ; 40 ' ' ) .

13. A system according to any one of claims 1-11,

c h a r a c t e r i z e d i n

that the local client stations are adapted to be able to communicate with the web server arrangement over a secure or encrypted connection, e.g. https .

14. A system according to any one of claims 1-13,

c h a r a c t e r i z e d i n

that the control and administration means (30; 30 ' ; 30 ' ' ) is adapted to connect to or access the web server arrangement by means of a, or the, VPN client (40 ; 40 ' ; 40 ' ' ) .

15. A system according to any one of claims 1-13, c h a r a c t e r i z e d i n

that the control and administration means (30; 30 ' ; 30 ' ' ) is adapted to connect or access the web server arrangement by means of a service or encrypted connection, e.g. https .

16. A method for providing and controlling end user access to information concerning functional objects or necessities of a complex system or product of which they form a part or sub^¬ components or with which they are associated or related, comprising

- providing a web server arrangement,

- providing a database server providing database services and comprising or communicating with a number of internal and/or external information holding means,

- enabling communication between the first web server arrangement and the database server over a first interface,

- providing a number of local client stations each belonging to a user managed by a customer for enabling end user access by means of web browsers,

- providing an information retrieval/support application, wherein, for end user access by means of a local client station a said web browser runs the information retrieval application which presents an overview to an end user at a top hierarchical level allowing the end user at a local client station to stepwise interact and select lower information levels providing information in a more and more detailed manner until a sufficiently detailed level is reached at which the needed information is provided, or presented,

c h a r a c t e r i z e d i n

that further comprises administrating and controlling at least customers, products, users, from an administration and control means connected to the web server arrangement over a secure connection, e.g. https or a VPN client,

providing communication between the web server arrangement and the database server by means of a first interface,

enabling communication between the local client stations and the web server arrangement, e.g. over a secure connection such as https or a VPN client,

arranging information data in a logical data abstraction layer comprising a caching function,

for end customers/users granting customized access rights to information in the administration and control means,

exporting data according to the access rights to a data abstraction layer wherein the data is accessible in an indexed or ordered form and is available upon reception of an access request from a local client station,

wherein said data abstraction layer is a hierarchically higher arranged layer than a layer of a core framework formed by a web server core function and a core database of the database server,

presenting the information to the user via a logical presentation, e.g. visualization, layer logically above the core and data abstraction layers, when the information application is run and a request has been sent to the core and handled by its functions,

enabling limited user/customer sub-administration over a secure internet protocol, e.g. https, via a configuration server connected to the database server over a second interface different from said first interface, whereby such sub-administration only is enabled by the administration and control means for specific granted rights of a customer or a user or a user group.

17. A method according to claim 16,

c h a r a c t e r i z e d i n

that the method further comprises

- adding one or more additional first web servers to the web server arrangement in parallel to a first web server for load sharing/balancing purposes depending on current number of local client stations if the number of local client stations exceeds a predetermined number or if the number increases considerably customers/users and optionally also one or more additional configuration servers.