Abstract: A method and apparatus for provisioning customized information technology (IT) service workflows based on selection and concatenation. The method and apparatus matches tasks required to fulfill service requests to existing models and creates alternative service models to perform similar requests. The method and apparatus enables the development of customized run-time workflow and service task artifacts in response to information technology (IT) service requests based on selection and concatenation such that known and alternative workflows are quickly and reliably provisioned. The customized workflows are also compliant with process optimization methods such as Lean Six Sigma, Kaizen and others.

Abstract: A method and system for representing one or more families of existing processes in a composite abstraction such that process improvement techniques can be implemented in a more scalable manner. The invention enables abstracting a set of pre-defined process models into a composite model that represents sufficient operational details while being compliant with process improvement techniques such as, but not limited to, Lean Six Sigma, Kaizen, and others (collectively “lean” techniques). The invention provides the ability to flexibly represent the operational and lean-related information in varied abstraction levels at different stages of the process as and when necessary. The invention provides the ability to dynamically generate and represent process models based on user-selected defining characteristics (or attributes) used for process “family” formation.

Abstract: There are provided methods and systems for authenticating a user. A method includes receiving a voice signature certificate corresponding to a setup portion of a Voice over Internet Protocol (VoIP) call. The VoIP call further has a voice conversation portion. The voice signature certificate includes a voice signature segment. The method further includes reproducing the voice signature segment to enable verification of voice continuity from the setup portion to the voice conversation portion. The verification is performing by comparing the voice signature segment to a user's voice during the voice conversation portion.

Abstract: Techniques for dispatching one or more services requests to one or more agents are provided. The techniques include obtaining one or more attributes of each service request, obtaining one or more attributes of each agent, obtaining feedback from each of one or more agent queues, and using the one or more attributes of each service request, the one or more attributes of each agent and the feedback from each of the one or more agent queues to determine one or more suitable agents to receive a dispatch for each of the one or more service requests. Techniques are also provided for generating a database of one or more attributes of one or more service requests and one or more attributes of one or more agents.

Abstract: A method (and system) for managing a distributed-memory parallel application running on multiple servers, includes dynamically moving a plurality of executable program components, where each of the plurality of executable program components are running on one of a plurality of virtual machines, using migration of the virtual machines between physical servers. The load balancing is operated based on a workload of each of the virtual machines and servers, where a virtual machine, or a plurality of virtual machines, are transferred to balance the workload between each of the servers.

Abstract: A method and system are disclosed for creating portfolios of requests so as to reduce or minimize the variance in the workloads generated by those requests. The invention also takes into account the throughput of the servers that are servicing the requests. In a preferred embodiment, the method comprises the steps of establishing a set of system parameters; using said parameters to generate a model, said model including a defined optimization problem; and solving said optimization problem to output a set of mixing weights. The set of parameters and said mixing weights are used to generate a task; and the service requests are distributed to different service teams according to the generated task. Also, for example, the distributing may be done by distributing requests of type i to team j with weight proportional to wij.

Abstract: Techniques for creating a nomenclature to represent one or more groups within a process are provided. The techniques include obtaining a process, wherein the process comprises one or more groups, and creating a nomenclature to represent the one or more groups, wherein the nomenclature facilitates usability of the process in at least one of an operation and design environment. Techniques are also provided for generating a database of one or more processes, wherein each process is represented by a nomenclature.

Abstract: There are provided a hardware accelerator and method for providing hardware acceleration for an application server and/or a layer 7 switch. The hardware accelerator includes a content access memory (CAM) configured to accelerate string comparison operations in the application server and/or layer 7 switch. The string comparison operations involve strings having varying key string positions.

Abstract: Techniques for annotating a process are provided. The techniques include identifying one or more annotation areas, obtaining one or more items of service process information, identifying one or more annotation attributes, and using the one or more annotation areas, one or more items of service process information and one or more annotation attributes to annotate a process. Techniques are also provided for creating an interactive mechanism.

Abstract: An exemplary method of determining a set of optimal solutions for a problem includes the steps of determining a set of probable solutions for the problem; presenting the set of probable solutions to at least one human expert; receiving at least one selection by the at least one human expert of at least one solution from the set of probable solutions; and determining a set of optimal solutions from the set of probable solutions based at least in part on the at least one selection by the at least one human expert.

Abstract: A method is provided. The method includes the steps of: generating a model of an information technology process, wherein the process comprises a plurality of process steps and wherein the model identifies resources associated with the process; identifying dependencies on the resources for at least one process step or the plurality of process steps; perturbing the model; assessing an impact of the perturbation on the model; and reducing the impact of the perturbation on the model by utilizing at least one remedial action.

Abstract: Method, apparatus and computer program product are configured to perform computer monitoring activities; to collect information regarding computer system status during the computer monitoring activities; to detect a problem in dependence on the information collected during the computer monitoring activities; and to determine whether to launch a diagnostic probe when the problem is detected. The monitoring activities may be performed on a periodic or event-driven basis. The determination whether to launch a diagnostic probe is based on a rule included in a hierarchy of rules. The hierarchy of rules is based on problem tickets; system logs; and computer system configuration information.

Abstract: Method, apparatus and computer program product manage a plurality of networks with a single tenant network management tool using virtualization and implement control plane virtualization of the single tenant management tool; data storage virtualization of a data storage apparatus and network address virtualization of an available address range. A virtual machine may be implemented for each network of the plurality of networks to contain an instance of the single tenant management tool. In one implementation, a proxy is used to implement data storage virtualization. In another implementation, separate data storage is maintained for each network and data storage virtualization is achieved by managing the network protocol stack virtualization. The network address virtualization may be implemented using machine-level virtualization or operating-system-level virtualization.

Abstract: Embodiments of the present invention address deficiencies of the art in respect to e2e SLA support in a network of both manageable and unmanageable portions and provide a method, system and computer program product for e2e SLA compliance across both managed and unmanaged network segments. In one embodiment of the invention, a method for e2e SLA compliance across both managed and unmanaged network segments can be provided. The method can include identifying both a managed segment and an unmanaged segment of an e2e network for a communications path implicated by an SLA, determining an observed delay for the unmanaged segment of the e2e network, computing from a desired delay for the communications path and the observed delay a differential delay, and constraining the managed segment to meet the differential delay in order to assure meeting the desired delay for the communications path implicated by the SLA.

Abstract: A system for problem resolution in network and systems management includes a database of trouble ticket data including information fields for checked components and affected components, an automated model builder system that processes the trouble ticket data to construct a causality model to represent causality information between system components identified in the checked component and affected component fields of the trouble ticket data, and an automated problem analysis system that receives information indicative of a problem event and determines a cause of the problem event using the causality model.

Abstract: An n-ways conferencing system using only the participants' telephony devices and without an external conference server. A plurality of telephony devices dial in to and report their mixing capability to a connection topology manager. The connection topology manager also determines the location of each telephony device and neighboring telephony device pairs in the conference service, as each telephony device is used for mixing voice signals of its closest neighbors, and calculates a minimum conference traffic delay for each telephony device. The connection topology manager then builds a topology for the conference service based on the mixing capability, location, and minimum conference traffic delay, wherein the connection topology manager distributes a mixing computation in a substantially uniform manner across the plurality of telephony devices. When a change in the network condition is detected, the connection topology manager rebuilds the topology to bypass the change in the network condition.

Abstract: A system and method for scalable status change detection in a network of nodes includes embedding node coordinate positions into a virtual map environment. A cluster of nodes are represented with a representative node to form a hierarchy of nodes and clusters where changes in a status of the representative node imply a status change in the nodes of the cluster. By selectively monitoring the representative nodes for the changes in status, the representative nodes create a capability for scalable monitoring of the network.

Abstract: An exemplary method of responding to a request for a value of at least one metric associated with at least one process includes a step of determining whether responding to the request requires updating the value of the at least one metric. When responding to the request does not require updating the value of the at least one metric, a response is determined based at least in part on at least one stored value of the at least one metric. When responding to the request does require updating the value of the at least one metric, the value of the at least one metric is updated and a response is determined based at least in part on the at least one updated value of the at least one metric.

Abstract: A method for network communication privacy between network devices includes communicating first and second network enabled devices with a network, the first and second network devices in communication via a main communication channel. Respective network addresses of the first and second network enabled devices are dynamically and automatically changed while maintaining the main communication channel between the first and second network enabled devices. Subsequent network addresses of the first and second network enabled devices are created in one of a symmetric manner using a secret key or predetermined list shared between the first and second network enabled devices or created in an asymmetric manner. The asymmetric manner includes communicating the subsequent network addresses of the first and second network enabled devices over a back channel separate from the main communication channel.

Abstract: Managing application performance on a network. A network graph is generated from a set of application endpoints on the network. The network graph is annotated by associating one or more of the application endpoints with at least one of a corresponding latency annotation or a corresponding available bandwidth annotation. An end to end plan is formulated from the annotated network graph, wherein the plan maps one or more application requirements onto the plurality of paths in accordance with one or more end to end control adjustments including at least one of a server selection adjustment, an internet service provider (ISP) selector, or an overlay routing adjustment.