Abstract: A method to facilitate provision of services to a managed system (e.g., a PC, PDA, cell phone) includes causing installation of an agent application on the managed system, the agent application including an install component to install at least one of a plurality of service applications on the managed system. Each of the plurality of service applications is to facilitate provision of a service provided by a respective service provider of a number of service providers to the managed system. A service input (e.g., from an IT administrator) is received at the management system. The service input identifies a subset of a number of service applications to be installed on the managed system. The subset of service applications is distributed to the managed system for installation by the agent application on the managed system.

Abstract: A computerized method and system to communicate information between a supported client computer and a remote support organization have been described. At the supported client computer, status information, generated by one or more client applications when executing on the supported client computer, may be retrieved. The status information may be stored in a client database on the supported client computer. A first client database definition for a client data item may be mapped to a first tag, the first client database definition may be associated with the client database and the client data item may include the status information. A client message document including the first tag may be communicated to a support server of the remote support organization. The status information may be stored in, and retrieved from, the client database via a functional abstraction layer comprising one or more customized application program interfaces (API).

Abstract: The method and system of the present invention provides an improved technique for processing email during an unplanned outage. Email messages are redirected from the primary server to a secondary server during an unplanned outage such as, for example, a natural disaster. A notification message is sent to users alerting them that their email messages are available on the secondary server by, for example, Internet access. After the termination of the unplanned outage, email messages received during the unplanned outage are synchronized into the users standard email application.

Abstract: The method and system of the present invention provides an improved technique for processing email during an unplanned outage. Email messages are redirected from the primary server to a secondary server during an unplanned outage such as, for example, a natural disaster. A notification message is sent to users alerting them that their email messages are available on the secondary server by, for example, Internet access. After the termination of the unplanned outage, email messages received during the unplanned outage are synchronized into the users standard email application.

Abstract: A method to facilitate provision of services to a managed system (e.g., a PC, PDA, cell phone) includes causing installation of an agent application on the managed system, the agent application including an install component to install at least one of a plurality of service applications on the managed system. Each of the plurality of service applications is to facilitate provision of a service provided by a respective service provider of a number of service providers to the managed system. A service input (e.g., from an IT administrator) is received at the management system. The service input identifies a subset of a number of service applications to be installed on the managed system. The subset of service applications is distributed to the managed system for installation by the agent application on the managed system.

Abstract: A method and system is provided of managing a current software item on a managed computer system connectable to a management computer system via a computer network. The method includes identifying, using an agent application, the current software item on the managed computer system, identifying if the current software item is an unauthorized software item; and selectively disabling the unauthorized software item.

Abstract: A method to facilitate provision of services to a managed system (e.g., a PC, PDA, cell phone) includes causing installation of an agent application on the managed system, the agent application including an install component to install at least one of a plurality of service applications on the managed system. Each of the plurality of service applications is to facilitate provision of a service provided by a respective service provider of a number of service providers to the managed system. A service input (e.g., from an IT administrator) is received at the management system. The service input identifies a subset of a number of service applications to be installed on the managed system. The subset of service applications is distributed to the managed system for installation by the agent application on the managed system.

Abstract: A method and system is provided of managing a current software item on a managed computer system connectable to a management computer system via a computer network. The method includes identifying, using an agent application, the current software item on the managed computer system, identifying if the current software item is an unauthorized software item; and selectively disabling the unauthorized software item.

Abstract: A method for remotely updating software in a plurality of computer systems is disclosed. In one embodiment, a client computer sends application information about a software application to a server system. The server system performs a comparison between the application information about the software application and the most-updated upgrade package for the software application. The most-updated upgrade package for the software application is stored in a part database. The most-updated upgrade package for the software application is received by the client system automatically when the comparison indicates that the most-updated upgrade package has not been installed on the client system. A client database stores a plurality of configuration files for a plurality of client systems. A first configuration file provides the sever system with the knowledge of the software applications installed on the client system.

Abstract: A method and system is provided of managing a current software item on a managed computer system connectable to a management computer system via a computer network. The method includes identifying, using an agent application, the current software item on the managed computer system, identifying if the current software item is an unauthorized software item; and selectively disabling the unauthorized software item.

Abstract: A method to facilitate provision of services to a managed system (e.g., a PC, PDA, cell phone) includes causing installation of an agent application on the managed system, the agent application including an install component to install at least one of a plurality of service applications on the managed system. Each of the plurality of service applications is to facilitate provision of a service provided by a respective service provider of a number of service providers to the managed system. A service input (e.g., from an IT administrator) is received at the management system. The service input identifies a subset of a number of service applications to be installed on the managed system. The subset of service applications is distributed to the managed system for installation by the agent application on the managed system.

Abstract: A method for remotely updating software in a plurality of computer systems is disclosed. In one embodiment, a client computer sends application information about a software application to a server system. The server system performs a comparison between the application information about the software application and the most-updated upgrade package for the software application. The most-updated upgrade package for the software application is stored in a part database. The most-updated upgrade package for the software application is received by the client system automatically when the comparison indicates that the most-updated upgrade package has not been installed on the client system. A client database stores a plurality of configuration files for a plurality of client systems. A first configuration file provides the sever system with the knowledge of the software applications installed on the client system.

Abstract: A method to facilitate provision of services to a managed system (e.g., a PC, PDA, cell phone) includes causing installation of an agent application on the managed system, the agent application including an install component to install at least one of a plurality of service applications on the managed system. Each of the plurality of service applications is to facilitate provision of a service provided by a respective service provider of a number of service providers to the managed system. A service input (e.g., from an IT administrator) is received at the management system. The service input identifies a subset of a number of service applications to be installed on the managed system. The subset of service applications is distributed to the managed system for installation by the agent application on the managed system.

Abstract: A method and system for communicating with at least one managed system located behind a firewall are provided. The system includes an agent computer, located behind a firewall, to communicate with the at least one managed system and a management system. The management system communicates with the agent computer to provide computer related services. The management system is located on an opposed side of the firewall and communicates an envelope including at least one executable task to the agent computer for communication to the managed system. The executable task may be included in a script and the agent computer may poll the management system to determine if there is an envelope for it to receive.

Abstract: Described are techniques to establish an on-demand, secure, point-to-point tunnel between a source device of a source network to a target device of a target network. The target network may not be visible to the source network. The target network includes a tunnel client and a tunnel server may be a perimeter device of the source network. The tunnel client may send a first message to the tunnel server. Data may be transmitted from the source to target device by including the data in a return message in response to the first message. The first message and the return message may be sent over one or more “heartbeat” connections which are continually established and torn down to transmit data between the two networks, and the source and target devices therein.

Abstract: A method and system is provided of managing a current software item on a managed computer system connectable to a management computer system via a computer network. The method includes identifying, using an agent application, the current software item on the managed computer system, identifying if the current software item is an unauthorized software item; and selectively disabling the unauthorized software item.

Abstract: A method and system is provided of managing a current software item on a managed computer system connectable to a management computer system via a computer network. The method includes identifying, using an agent application, the current software item on the managed computer system, identifying if the current software item is an unauthorized software item; and selectively disabling the unauthorized software item.

Abstract: A method of responding to an event occurring on at least one managed computer system is provided. The method includes receiving event data from a monitoring agent on the managed computer system at a client installation, and processing the event data at a management system to determine if a verbal response is required. A voice call to the client installation is initiated when a verbal response is required. The method includes retrieving associated response data in a reference database wherein the associated response data is associated with the event and the managed system. In certain embodiments, the method includes identifying if the event meets a customer defined severity level, and initiating the voice call when the event meets the customer defined severity level.

Abstract: The method and system of the present invention provides an improved technique for providing email to a wireless device during an outage. Email messages are redirected from the primary email system to a secondary email system during an outage such as, for example, a natural disaster. Email messages are accessible from the secondary email system through a wireless device. A notification message is sent to the user's wireless device alerting them that their email messages are available on the secondary email system through their wireless device. After the termination of the outage, email messages received during the outage are synchronized into the users standard email application.

Abstract: Stable and automated recovery of an application executing on a primary computer system by transitioning to secondary computer system is provided. Intelligent agents installed on a primary client server allow the primary environment to be replicated on a host, secondary environment. This creates continuous availability of applications executing on the primary system via the mirrored host environment. Every transaction on the client environment (e.g., every piece of data) is replicated in real-time on the host environment. A simple mechanism (e.g., a button) is provided to allow access to the secondary environment thereby switching over from the client environment to the host environment in the case of, with respect to the primary environment, a disaster, a need to perform maintenance, system failure and the like.