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.

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.

Systems and methods for network asset lifecycle management are described. Network assets may include ephemeral Internet-accessible assets such as IP addresses, domain names, digital certificates, and cloud infrastructure accounts. A set of addresses associated with a computer network such as the Internet are scanned. Response data is received from one or more network systems connected to the computer network and processed to identify one or more network assets associated with an entity such as an enterprise organization. Asset data indicative of the identified network assets are then stored to build a record of the network assets associated with the entity.

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.

Methods, information handling systems and computer readable media are disclosed for determining a priority score for a pending support request document. According to one embodiment, a method includes receiving current support request information from within a pending support request document and accessing current additional information associated with the pending support request document. The method further includes associating a set of parameter values with the pending support request document, wherein the values within the set of parameter values are based on information within one or both of the current support request information or the current additional information. The method continues with determining a priority score corresponding to the set of parameter values, where determining the priority score comprises applying a machine learning model developed using previous support request information and previous additional information associated with previously-resolved support request documents, and assigning the priority score to the pending support request document.

Methods, information handling systems and computer readable media are disclosed for determining a priority score for a pending support request document. According to one embodiment, a method includes receiving current support request information from within a pending support request document and accessing current additional information associated with the pending support request document. The method further includes associating a set of parameter values with the pending support request document, wherein the values within the set of parameter values are based on information within one or both of the current support request information or the current additional information. The method continues with determining a priority score corresponding to the set of parameter values, where determining the priority score comprises applying a machine learning model developed using previous support request information and previous additional information associated with previously-resolved support request documents, and assigning the priority score to the pending support request document.

A support method, a support system, and a computer program for efficiently creating a new service obtained by combining functions of a plurality of devices are provided. A support method of the present invention is a support method of supporting creation of a new service obtained by combining functions of a plurality of devices via an IoT hub to which the plurality of devices are connected, and causes an information processing device to execute an extraction step, and the support method further includes a list output step, a selection reception step, a selection output step, an availability reception step, an input and output step, an answer reception step, and a transmission step.

A support method, a support system, and a computer program for efficiently creating a new service obtained by combining functions of a plurality of devices are provided. A support method of the present invention is a support method of supporting creation of a new service obtained by combining functions of a plurality of devices via an IoT hub to which the plurality of devices are connected, and causes an information processing device to execute an extraction step, and the support method further includes a list output step, a selection reception step, a selection output step, an availability reception step, an input and output step, an answer reception step, and a transmission step.

A method for displaying an event feed to a user includes, at an event feed service in communication with an issue tracking system and a collaborative document system, receiving, from an issue tracking system including a plurality of issue tickets, a notification of an event associated with an issue ticket and a reference to the issue ticket, and receiving, from a collaborative document system including a plurality of user-generated documents, a notification of an event associated with a user-generated document and including a reference to the user-generated document. The method may further include causing at least a portion of an event feed to be displayed to the user, the event feed including a first feed item including a first actionable input object configured to cause a modification of the issue, and a second feed item including a second actionable input object configured to cause a modification of the user-generated document.

A method for displaying an event feed to a user includes, at an event feed service in communication with an issue tracking system and a collaborative document system, receiving, from an issue tracking system including a plurality of issue tickets, a notification of an event associated with an issue ticket and a reference to the issue ticket, and receiving, from a collaborative document system including a plurality of user-generated documents, a notification of an event associated with a user-generated document and including a reference to the user-generated document. The method may further include causing at least a portion of an event feed to be displayed to the user, the event feed including a first feed item including a first actionable input object configured to cause a modification of the issue, and a second feed item including a second actionable input object configured to cause a modification of the user-generated document.