Service assurance using real-time monitoring, management and maintenance capabilities is enabled to provide customers and vendors with information related to the state of the service. The service assurance domain implements end-to-end functionality with a level of granularity sufficient to diagnose issues to the device and call/session level.

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.

Improved technical functionality is provided to dynamically select and seamlessly play advertisements immediately before playing of a recorded program upon selection of the recorded program for playing, or upon other detected events and conditions associated with the set-top-box (STB) or user. In some embodiments, this is performed by using metadata which may be delivered to and stored on a digital video recorder (DVR) prior to recording the program, providing a technical solution to enable opportunities for additional advertisement impressions. Playing of the advertisement may also or instead occur upon the recorded program finishing playing. Thus, the technical solution provides the additional opportunity for the content creator and/or the satellite television or cable service provider to sell advertising spots in addition to those already sold for breaks within the recorded program.

Disclosed are examples of systems, apparatus, methods and computer program products for configuring service consoles based on service feature templates using a database system. In some implementations, a database of a database system storing service feature templates can be maintained. A request for a service console comprising a console component can be processed. A service feature template comprising a template console component corresponding to the console component can be identified. A set of CRM records can be identified. It can be determined that a user has access to the console component. A graphical representation of the service console can be displayed in a user interface on a display of a device of the user.

A computer network discovery system may involve a computing system and a database disposed within a remote network management platform, and a proxy server application disposed within an enterprise network. The computing system may be configured to: transmit first instructions causing the proxy server application to obtain configuration and operational information for virtual machines; store the configuration and operational information for the virtual machines in a first set of tables of the database; transmit second instructions causing the server device to obtain configuration and operational information for services; and store the configuration and operational information for the services in a second set of tables of the database, where the first set and the second set of tables have tables in common that store at least part of the configuration and operational information for the virtual machines and the services.

The techniques described herein relate to methods, apparatus, and computer readable media configured to manage devices that are part of a telecommunications system. An image of a device that is part of a telecommunications system is obtained and transmitted to a first remote device. Data indicative of device-specific information for the device is received from the first remote device in response to transmitting the image, wherein the device-specific information comprises information associated with the telecommunications system. The device-specific information is displayed for the purpose selected from the group consisting of performing a management function associated with the device and monitoring a performance parameter associated with the device. Data indicative of a selection of the management function is received and transmitted to a second remote device.

A system and method for creating a model for predicting and reducing subscriber churn in a computer network. The method including: for a predetermined time period: retrieving traffic flow data per subscriber for a plurality of subscribers in the computer network; determining at least one metric per subscriber from the traffic flow data; determining at least one systemic feature associated with the plurality of subscribers; and storing the at least one amalgamated metric and feature; on reaching the predetermined time period create the model by: analyzing at least one metric and at least one feature for the predetermined time period; predicting, per subscriber, whether the subscriber is going to churn within a churn period in the future based on the analysis; validating the prediction by determining whether the subscriber actually churned during the churn period; and creating the model based on the validated predictions.

A system and a method are disclosed for managing information technology (IT) infrastructure. Client devices interact with applications of an enterprise that may be hosted in data centers of the enterprise or as software as a service (SaaS) applications. An IT management system receives session information from client devices. The session information describes interactions of client devices with applications, for example, response time of applications for each interaction. The IT management system analyzes the session information received from various client devices to identify issues with IT infrastructure. The IT management system generates warning messages describing the issues identified and sends them for review, for example, by a system administrator.

A device receives a communication associated with a support issue encountered by a user, and receives information identifying one or more self-support actions performed by the user in relation to the support issue. The device assigns the communication to a position in a support queue. The support queue includes information identifying positions of other communications received from other users, when the other communications are received, and self-support actions performed by the other users. The device associates the information identifying the one or more self-support actions with information identifying the position of the communication and applies respective weights to the one or more self-support actions. The device generates a score for the communication based on applying the respective weights and modifies the position of the communication based on the score. The device performs one or more actions based on modifying the position of the communication.

A representation of a workflow comprising a plurality of tasks is obtained. An execution of an instance of the workflow is initiated. The execution comprises selecting, with respect to a particular task of the workflow, a particular execution resource option from a set comprising at least a first execution resource option and a second resource execution option. A result of the execution is stored.