A device client that supports customer care and distribution of update packages to electronic devices makes it possible to efficiently manage and update firmware and software in electronic devices. A terminal management/device management server employs extensions to an industry standard device management protocol to update configuration information, to provision the electronic device, and to manage the electronic device, for example. The electronic device may receive update packages, and update agent(s) in the electronic device may update the firmware and/or software of the electronic device. A diagnostic client in the electronic device facilitates remote diagnosis and a traps client facilitates setting traps and retrieving collected information. A terminal management server may remotely invoke control actions within the electronic device using management objects not supported by the industry standard device management protocol. A user of the electronic device may use a self-care portal to administer self-care and to conduct diagnostics. A subsequent customer-care call may use such information collected during self-care.