Abstract: User-generated input may be received to initiate a generation of a message associated with an incident of a computing system having a multi-layer architecture that requires support. Thereafter, context data associated with one or more operational parameters may be collected from each of at least two of the layers of the computing system. A message may then be generated on at least a portion of the user-generated input and at least a portion of the collected context data. Related apparatuses, methods, computer program products, and computer systems are also described.

Abstract: The disclosure provides integrated software for supporting a distributed business application comprising computer readable instructions embodied on media. The integrated support software is operable to automatically monitor the distributed business application for potential incidents. It also facilitates continuous data exchange between the distributed business application and a remote support module based on the automatic monitoring, with the communications in a protocol associated with a plurality of services in the distributed business application and with a plurality of incidents for these services. Upon identification of a potential incident, the software provides integrated incident management in the distributed business application and provides software maintenance management to the distributed business application for one or more identified incidents.

Abstract: The disclosure provides integrated software for supporting a distributed business application comprising computer readable instructions embodied on media. The integrated support software is operable to automatically monitor the distributed business application for potential incidents. It also facilitates continuous data exchange between the distributed business application and a remote support module based on the automatic monitoring, with the communications in a protocol associated with a plurality of services in the distributed business application and with a plurality of incidents for these services. Upon identification of a potential incident, the software provides integrated incident management in the distributed business application and provides software maintenance management to the distributed business application for one or more identified incidents.

Abstract: An incident message, including user-generated input data and collected context data both characterizing a state of a computing system may be received. Thereafter, the incident message may be assigned and routed to a key user based on the context data. The key user may then initiate an implementation of a solution to the incident message causing a solution message to be routed to the end user to notifying the end user of a solution to the incident message. Related apparatuses, methods, computer program products, and computer systems are also described.

Abstract: User-generated input may be received to initiate a generation of a message associated with an incident of a computing system having a multi-layer architecture that requires support. Thereafter, context data associated with one or more operational parameters may be collected from each of at least two of the layers of the computing system. A message may then be generated on at least a portion of the user-generated input and at least a portion of the collected context data. Related apparatuses, methods, computer program products, and computer systems are also described.

Abstract: Embodiments of the present invention relate to a method and system for automatically collecting data relating to a computer system and automatically analyzing the collected data. The data collected may be historical data, collected over an extended period of time such as a day, week or month. The data may be collected locally, and then automatically sent via a network to a remote site, where the analysis of the data is automatically performed by a support provider. A report based on the analysis may be automatically generated and stored electronically at a site accessible, via the network, to an interested party, such as a system user and/or intermediate support provider. The report may include recommendations for modifications to hardware and/or software of the computer system, based on the analysis. The report may enable a system user to prevent rather than react to problems, and to maintain a more efficient computer system.