A system for managing devices associated with an enterprise comprising an internal network device management system configured to interface with a plurality of internal network devices through an application operating on each internal network device that is associated with the internal network device management system, to receive data from each of the internal network devices. An external network device management system configured to interface with a plurality of external network devices through an application operating on each external network device that is associated with the external network device management system, to receive data from each of the external network devices. The internal network device management system is configured to interface with the external network device management system and to receive the data from each of the plurality of external network devices and to generate one or more reports that include the data from the internal network devices and the data from the external network devices.

Embodiments provide for prediction and mitigation of network faults. Information associated network nodes may be compiled and used to generate network analytical records (NARs). A first model may be executed against the NARs to predict faults associated with one or more nodes of the network. Tickets are generated for predicted faults and stored in a ticket database. The tickets may be analyzed to predict executable actions to mitigate the faults associated with each ticket. To analyze the tickets, ticket data may be compiled and used to generate ticket analytical records (TARs). A second model may be executed against the TARs predict actions to resolve the predicted faults. The predicted actions may be executed to mitigate the impact that the faults have on the network, which may include preventing the faults entirely (e.g., via preventative maintenance) or minimizing the impact of the faults via use of the predicted actions.

In one embodiment, an access management system for dynamically managing access to one or more devices for resolution of an incident ticket associated with the one or more devices is disclosed. The access management system comprises a processor and a memory communicatively coupled to the processor. The memory stores processor instructions, which, on execution, causes the processor to identify an incident ticket type by analyzing data associated with the incident ticket. The processor is caused to determine one or more access parameters based on the incident ticket type. The one or more access parameters comprises a device type, an application software run on a device, a system software run on a device, a security privilege to access the device, and time duration to access the device. Further, the processor is caused to provide the access to the one or more devices based on the one or more access parameters.

Disclosed is a network management system that provides an interface to enable diagnostics and troubleshoot of a remotely managed multi-site network. Some embodiments provide a natural language interface, while other embodiments provide a chatbot type interface that communicates with a technician via traditional text information on a display screen. The diagnostic and troubleshooting capabilities search a central data store that receives device property information from each site of the multi-site network. Based on devices or users that match portions of the entity, queries to the data store are initiated to obtain additional data on the devices. A response to the query is then provided based on the properties of the devices.

An apparatus comprises a processing device configured to detect that a given software upgrade is available for a given computing device, to identify other computing devices on which the given software upgrade has been installed that exhibit at least a threshold level of similarity to the given computing device, and to determine whether any issues were encountered on the other computing devices as a result of the given software upgrade. The processing device is also configured to generate a recommendation as to whether to initiate download of the given software upgrade on the given computing device based at least in part on whether any issues were encountered on the other computing devices as a result of the given software upgrade, and to initiate download of the given software upgrade on the given computing device based at least in part on the generated recommendation.

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; customizing, 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.

A system for troubleshooting network problems is disclosed. A model can use demographic information, network usage information, and network membership information to determine an importance of a problem. The importance of the problem for the user who reported the problem, a number of other users affected by the problem, and the importance of the problem to the other users can be used to determine a priority for resolving the problem. Before and after a work order is executed to resolve the problem, network metrics can be gathered, including aggregate network metrics, and automatically presented in various user interfaces. The analysis of the metrics can be used to update a database of which work orders are assigned in response to which problems.

A recovery support apparatus includes an index value calculation means which calculates a predetermined index value with respect to a recovery work sequence on the basis of the recovery work sequence indicating a work procedure for recovery from an abnormality that has occurred in an apparatus group constituting a communication network, and an output means which outputs the index value calculated by the index value calculation means to a predetermined output destination.

An incident management interface enables an operator to track progress in resolving an incident and includes a first, second, and third selectable feature. The first selectable feature presents a summary of at least effects of the incident and resolution activity, the second selectable feature enables the operator to create, edit, and administer one or more communication tasks associated with one or more client devices, and the third selectable feature enables the operator to manage one or more conference calls with a variety of agents. The first selectable feature, the second selectable feature, and the third selectable feature are each selectable from a screen of the unified incident management interface.

Described herein are systems, methods, and software to enhance the management of responses to incidents. In one example, a method of improving incident response comprises identifying an incident in an information technology (IT) environment associated with a first entity of a plurality of entities, and identifying action implementation information related to the incident. The method further anonymizes the action implementation information for the incident, and determines action suggestions based at least on the anonymized action implementation information.