A technology for assessing client experience in incident management can be implemented. The technology can fetch an event log entry from a first database comprising a plurality of event log entries generated by a client, wherein the event log entry is associated with a timestamp, an event descriptor, and a prescribed target time to close the event log entry. The technology can extract a communication message sent by the client from the event descriptor, determine a polarity score based on sentiment analysis of the communication message, determine a client experience index (CEI) based on the polarity score, save the CEI in an event record in a second database, determine an aggregated CEI based on an average of a plurality of CEIs determined for the corresponding plurality of event log entries, and output the aggregated CEI.

A system and method for measuring quality of experience (QoE) satisfaction for an application accessing a CSP network is described. A QoE requirement is associated with an application executed on a mobile device that is communicatively coupled to a CSP network. The QoE requirement for the application includes a QoE latency requirement, a QoE bandwidth requirement, and a QoE packet loss rate requirement. An edge-collection module gathers a radio access network (RAN) data set, and a core network (CN) data set that includes a network data analytics function (NWDAF) data set. The QoE network appliance generates a measured QoE score with the RAN data set, the CN data set, and the NWDAF data set. The measured QoE score is associated with the latency measurement, the bandwidth measurement, and the packet loss rate measurement. A subscriber ID is billed when a charging function determines the measured QoE satisfies the QoE requirement.

Techniques for managing service requests in cloud computing systems are disclosed herein. In one embodiment, a method can include in response to determining that a profile of detected service requests substantially deviates from the predetermined profile, identifying a component failure of a service component in the cloud computing system by searching a database containing operational event logs of the cloud computing system based on the detected service requests. The method can then include posting, on a user portal of the cloud computing system, a notification to additional users regarding the identified component failure of the service component and performing various remedial actions to correct the identified component failure.

An approach is provided in a service desk detects a current computer resource outage and identifies applications corresponding to the computer resource outage. The service desk uses historical service request entries to match the identified applications to users previously inquiring about the applications and, in turn, sends notifications to the users regarding the computer resource outage.

Generally described, systems and methods are provided for detecting the impact of network failures. The system collects performance information from a plurality of nodes and links in a network, aggregates the collected performance information across paths in the network, processes the aggregated performance information for detecting failures on the paths, adjusts the set of performance information by removing the performance information for any nodes considered to be associated with performance information that is statistically different from performance information from other nodes at a given location or extrapolates the collected information to other paths, and determines the impact to customers of the network failures detected using the adjusted set of performance information.

Detect, at a cable/fiber broadband network termination unit of a cable/fiber broadband multi-service operator, an interruption in service to a cable/fiber broadband network customer unit—small cell pair. Responsive to detecting the interruption, the termination unit advises a charging server of the operator of the interruption in service, a corresponding identifier of the customer unit—small cell pair, and a corresponding account identifier. Responsive to termination unit advising the charging server, the charging server advises a backend server of an associated cellular network of a customer identifier corresponding to the account identifier. Responsive to the charging server advising the backend server, the backend server advises a policy control function of the associated cellular network to modify network parameters of the associated cellular network to compensate for the interruption in service.

A method for managing applications in a production host environment includes obtaining, by an application upgrade management system, an upgrade issue report for the application, applying a self-healing classification model to the upgrade issue report to obtain a state of the upgrade issue report, making a determination that the state indicates a self-healable state, based on the determination, performing a self-healing process on the application based on the upgrade issue report, and storing a resolution report based on results of the self-healing process.

A method for managing applications in a production host environment includes obtaining, by an application upgrade management system, an upgrade issue report for the application, applying a self-healing classification model to the upgrade issue report to obtain a state of the upgrade issue report, making a determination that the state indicates a self-healable state, based on the determination, performing a self-healing process on the application based on the upgrade issue report, and storing a resolution report based on results of the self-healing process.

An embodiment includes a method of secured, remote device access through dynamic scope adjustment in an incident management system. The method includes receiving an incident report indicative of a technical issue at a first device. Responsive to receipt of the incident report, the method includes determining that the first device is assigned an information technology (IT) support provider and dynamically elevating the first device to a scope of the IT support provider. Following a correction of at least a portion of the technical issue by the IT support provider, the method includes dynamically relegating the first device from the scope to prevent remote access to the first device following the correction.

The present application describes a network interface device that acts as an interface between a network service provided by a network service provider and one or more network access devices associated with a particular location and/or entity.