Abstract: Systems and methods for mapping configuration items to business functions within a corporate infrastructure are disclosed. Discovery processes to automatically create and update service maps may introduce an artificial dependency between configuration items that is not necessary to the business function represented in the service map. These unnecessary dependencies may be considered “noise” and unnecessarily complicate the service map. Using machine learning techniques and procedures to identify short lived connections embodiments in accordance with this disclosure, dependency connections that may be considered noise may be detected and flagged. Once detected, these connections may be automatically removed from the service map to improve its accuracy and usefulness. Additionally, a user interface is provided that explains the “reason codes” for identification of noise connections.

Abstract: Systems, methods, and media for connecting using aliases. During operation, such as an API, an operation is called that utilizes a connection to a remote device. When this operation is attempted, information may be requested to complete the connection. The information may include credentials or connection information about a target device for the connection. An appropriate alias is used to request the suitable information.

Abstract: An example embodiment may involve receiving, by a server device that stores a plurality of access credentials for computing devices that are disposed within a managed network, a request containing a label and an indication of an application service. The server device may be disposed within a remote network management platform that remotely manages the managed network. The example embodiment may further involve mapping, by the server device, the label and the application service to an endpoint identifier of a target computing device that is disposed within the managed network. The endpoint identifier may be associated with particular access credentials that are usable to access the application service executing on the target computing device. The example embodiment may further involve transmitting, by the server device, the endpoint identifier and the particular access credentials.

Abstract: An example embodiment may involve receiving, by a server device that stores a plurality of access credentials for computing devices that are disposed within a managed network, a request containing a label and an indication of an application service. The server device may be disposed within a remote network management platform that remotely manages the managed network. The example embodiment may further involve mapping, by the server device, the label and the application service to an endpoint identifier of a target computing device that is disposed within the managed network. The endpoint identifier may be associated with particular access credentials that are usable to access the application service executing on the target computing device. The example embodiment may further involve transmitting, by the server device, the endpoint identifier and the particular access credentials.

Abstract: A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.

Abstract: Systems, methods, and media for connecting using aliases. During operation, such as an API, an operation is called that utilizes a connection to a remote device. When this operation is attempted, information may be requested to complete the connection. The information may include credentials or connection information about a target device for the connection. An appropriate alias is used to request the suitable information.

Abstract: Systems and methods for mapping configuration items to business functions within a corporate infrastructure are disclosed. Discovery processes to automatically create and update service maps may introduce an artificial dependency between configuration items that is not necessary to the business function represented in the service map. These unnecessary dependencies may be considered “noise” and unnecessarily complicate the service map. Using machine learning techniques and procedures to identify short lived connections embodiments in accordance with this disclosure, dependency connections that may be considered noise may be detected and flagged. Once detected, these connections may be automatically removed from the service map to improve its accuracy and usefulness. Additionally, a user interface is provided that explains the “reason codes” for identification of noise connections.

Abstract: An example embodiment may involve receiving, by a server device that stores a plurality of access credentials for computing devices that are disposed within a managed network, a request containing a label and an indication of an application service. The server device may be disposed within a remote network management platform that remotely manages the managed network. The example embodiment may further involve mapping, by the server device, the label and the application service to an endpoint identifier of a target computing device that is disposed within the managed network. The endpoint identifier may be associated with particular access credentials that are usable to access the application service executing on the target computing device. The example embodiment may further involve transmitting, by the server device, the endpoint identifier and the particular access credentials.

Abstract: A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.

Abstract: A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.