A framework for security information and event management (SIEM), the framework includes a first data store; a data router; one or more parsing mechanisms; one or more correlation machines; and one or more workflow engines, wherein said framework performs SIEM on behalf of multiple subscribers to said framework.

A framework for security information and event management (SIEM), the framework includes a first data store; a data router; one or more parsing mechanisms; one or more correlation machines; and one or more workflow engines, wherein said framework performs SIEM on behalf of multiple subscribers to said framework.

The present disclosure relates generally to facilitating routing of communications across external systems. More specifically, techniques are provided to dynamically route issue tracking tickets to disparate endpoints based on the content of the ticket.

The present disclosure relates generally to facilitating routing of communications across external systems. More specifically, techniques are provided to dynamically route issue tracking tickets to disparate endpoints based on the content of the ticket.

Various technologies described herein pertain to controlling migration of a source endpoint in a source telephony system to a destination endpoint in a destination telephony system. The source endpoint is deactivated and the destination endpoint is activated as part of the migration. The migration of endpoints between the source telephony system and the destination telephony system can be performed in an individualized manner. Source information that specifies a state of the source endpoint is retrieved from the source telephony system and destination information that specifies a state of the destination endpoint is retrieved from the destination telephony system. Moreover, a validation is performed concerning whether the source endpoint is migratable to the destination endpoint based on the source information and the destination information. Subsequent to validating that the source endpoint is migratable to the destination endpoint, the migration is performed to deactivate the source endpoint and activate the destination endpoint.

In some embodiments, a method is provided that includes one or more of the following features including creating service request outcome models each being based on a service request outcome. A service request entered using natural language can be received and tokenized. A binary matrix can be created from the tokenized service request, and a service request outcome model can be identified based on the binary matrix. The service request outcome model can be used to identify a service request category, a service request predicted resolution, and a service request diagnostic. A confidence value can be calculated based on the service request predicted resolution. The service request category, the service request predicted resolution, and the service request diagnostic can be transmitted to an automated service request resolution system to resolve the service request.

A network monitoring method includes: monitoring, at a network node, one or more network statistics for each of one or more objects exchanged between a client end point and a server end point through a network connection, the network node being located between the client end point and the server end point; and determining one or more QoS metrics for each of the one or more objects based on the network statistics for respective one of the one or more objects.

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 communication network operations center (NOC) management system. The system comprises a network equipment performance data store, an equipment fault data store, an equipment inventory data store, an equipment trouble history data store, and a knowledge data store. The system further comprises a computer system that executes a NOC management application. The NOC management application opens new network equipment trouble cases and analyzes the trouble cases based on data in the data stores. Based on the analysis, the application identifies an information pattern shared by the new trouble case and a resolved trouble case stored in the history data store. The application automatically executes a control command on a network equipment item identified in the new network equipment trouble case based on a resolution action identified in the resolved trouble case stored in the history data store with the shared information pattern.

Role based assessment for an IT management system, includes maintaining a plurality of roles, each role attributable to a user type within an IT management system. Mappings are defined between the plurality of user roles and assets of the IT management system. An assessment for the IT management system is then assembled from the perspective of a selected one of the plurality of roles based on mappings between the selected user role and the assets.