A system for providing information technology (IT) assistance packages enables a graphical user interface that can be launched from a single application icon and that can be customised on an individual user basis to provide a locally-branded system for servicing the user's IT needs. The system includes: a networked plurality of computer processors; computer memory operatively connected to the networked plurality of computer processors, wherein the memory stores computer program code that when executed by the processors is operable for: providing, via a first entity, a software application to a second entity, wherein the software application defines an end user graphical user interface; customising, via the second entity accessing a web portal of the first entity, the graphical user interface; providing, via the second entity, the software application to a third entity device, whereby the software is resident on the third entity device; executing, via the third entity device, the software application, wherein the software application is executed by an executable icon for launching the end user graphical user interface; generating, via the end user graphical user interface, a service request; and lodging, via the third entity device, the service request with the second entity.

Aspects of the subject disclosure may include, for example, a method that includes detecting events relating to user equipment on a communication network, collecting first event data including event times and locations, and collecting second event data regarding second event dimensions determined at least in part by the event type. The method also includes generating, for each of the event types, an event data structure associated with the user, based on the first event data and second event data. The event data structures are concatenated to generate an event history flow associated with the user; the event history flow is analyzed to identify causal events for a detected event. The method also includes generating a model for performance of the user equipment based on the causal events to predict a future event, and identifying potential adjustments to the communication network to prevent that event. Other embodiments are disclosed.

Systems and methods include periodically sending a probe to a cloud application where the probe simulates user activity in the cloud application; receiving a response to the probe and determining one or more statistics of the cloud application based on the response; incorporating the one or more statistics in historical statistics; and causing a notification when any of the one or more statistics exceeds a defined threshold. The probe can be a cloud-based probe from a cloud-based system, and the systems and methods can also include receiving a response to an on-premises probe that was sent by a distributed agent that is separate from the cloud-based system; and incorporating one or more statistics associated with the response to the on-premises probe in the historical statistics.

Methods, devices, and systems for management of a cloud computing environment for use by a software application. The cloud computing environment may be an N-tier environment. Multiple cloud providers may be used to provide the cloud computing environment.

Some of the embodiments herein provide a seamless cloud of storage. This storage may be content-addressable storage. An end application may or may not be exposed to the fact that content-addressable storage is used. Various embodiments herein provide event notification, which may allow applications or users to subscribe to particular events (such as storage of an X-ray by a particular entity). Some embodiments provide for a shared archive. A shared archive may provide homogeneous access to medical data, etc. that was previously stored into the CAS cloud by heterogeneous applications, varied data types, etc. Additionally, embodiments herein allow for the creation and distribution of virtual packages. For example, a user may create a virtual package for all images related to a patient so that she may have a virtual package of all of her medical data to present to a referring physician.

A content delivery network (CDN) includes a plurality of CDN components including at least one CDN rendezvous mechanism and at least one control core. The CDN components are controlled by control core data from the at least one control core. Some CDN components obtain CDN resources including control core data from at least some other CDN components. The CDN components use the CDN rendezvous mechanism to select one or more CDN components from which to obtain CDN resources.

Responding to a data subject access request includes receiving the request and identifying the requestor and source. In response to identifying the requestor and source, a computer processor determines whether the data subject access request is subject to fulfillment constraints, including whether the requestor or source is malicious. If so, then the computer processor denies the request or requests a processing fee prior to fulfillment. If not, then the computer processor fulfills the request.

Various arrangements are presented for allowing a remote expert to assist a customer relationship management (CRM) agent. A CRM system may present details about an accessed customer account and an option to remotely contact an expert, wherein the expert has more access rights to a CRM communication system than the CRM agent. A request to contact the expert and a selection of a subject matter from a plurality of subject matters may be received. The request may be routed to the expert based on expert routing rules enforced by the CRM communication system. A chat communication session with the expert may be initiated. The expert CRM client system may be caused to access the customer account. Details about the accessed customer account and a chat interface to communicate with the CRM agent may be output.

Aspects of the subject disclosure may include, for example, a method that includes detecting events relating to user equipment on a communication network, collecting first event data including event times and locations, and collecting second event data regarding second event dimensions determined at least in part by the event type. The method also includes generating, for each of the event types, an event data structure associated with the user, based on the first event data and second event data. The event data structures are concatenated to generate an event history flow associated with the user; the event history flow is analyzed to identify causal events for a detected event. The method also includes generating a model for performance of the user equipment based on the causal events to predict a future event, and identifying potential adjustments to the communication network to prevent that event. Other embodiments are disclosed.

Techniques are described for routing service requests, in a service environment, based on a category of a previously terminated service session. A category is determined for a first service session involving an individual, the category being a topic, question, and/or problem discussed during the first service session. An activity record may be stored that identifies the individual and the category of the first service session. If the first service session is terminated, a reconnection dialog can be presented to request a reconnection. A second service request may be sent based on the selection through the reconnection dialog. Responsive to receiving the second service request, the activity record may be accessed and used to determine the category of the previous service session. The service request can then be automatically routed to a service representative suited to handle requests in that particular category.