Abstract: A system and method for determining compliance for one or more information technology services may generate on the spot compliance reports based on real-time data. Compliance data may be retrieved or received from a variety of sources including incident diagnostic utilities, manual data entry and third-party software or applications. A compliance system and method may monitor the data being generated from each of the various sources in a real-time fashion, generating compliance information based thereon.

Abstract: A system and method for determining compliance for one or more information technology services may generate on the spot compliance reports based on real-time data. Compliance data may be retrieved or received from a variety of sources including incident diagnostic utilities, manual data entry and third-party software or applications. A compliance system and method may monitor the data being generated from each of the various sources in a real-time fashion, generating compliance information based thereon.

Abstract: A system and method for providing support assistance and guidance include the creation of process maps and use of such maps in a service application. Process maps may be created using a creation tool that embeds interactive features in process steps. The interactive features may include the activation of an application, linking of a website and/or the display of an image or document. Process maps may be associated with clients/customers, applications and/or issue categories. Users may use and follow the process map to aid customers in resolving various issues such as technical questions and troubleshooting. Tracking and logging components may be used to track information relating to a case including the interactions of a support personnel and/or information entered. Compliance may also be measured based on, for example, an amount of time spent on various processes. Change management system may also be used to manage changes made to process maps.