Abstract: The present invention provides methods and a computer-readable program for providing autonomic, event driven upgrade maintenance of one or more software modules residing on a computer system. In a preferred embodiment, a method begins by detecting a predefined triggering event on the computer system indicative of a potential maintenance issue. Next the computer system connects to an upgrade management server, where the upgrade maintenance server creates a list of recommended upgrade modules to download to the computer system, the list based upon the triggering event and a set of selection policies. The method then downloads the list of recommended upgrade modules from the upgrade management server to the computer system, and selectively installs upgrade modules chosen from the list of recommended upgrade modules on the computer system. The user is then notified of the status of the upgrade maintenance operation.

Abstract: An apparatus, program product, and method utilize a dynamic, automated, extensible and flexible intelligent agent-based product support “framework” to facilitate the provision of product support services to customers of computer-related products. Agent platforms are utilized on both a customer computer and a product support computer, with different agents configured to execute on one or both of such computers. Automated analysis and/or creation of remedial actions, based upon cross-customer operational data, and often relying upon intelligent agents for many or all of such actions, may be used to decrease product support personnel burden and effort. Publishing control may be provided to limit distribution of certain intelligent agents, as may multi-agent remediation of undesirable operational conditions, where agents from multiple parties collectively address a problem experienced by a customer.

Abstract: Method and apparatus for upgrading a software on a customer system are provided. In one embodiment, a method for upgrading a software on a customer system comprises: receiving, by a supplier system, a software inventory from the customer system; verifying one or more business contracts for the software inventory utilizing one or more databases connected to the supplier system; and determining one or more software upgrade releases for the software inventory utilizing a product topology database connected to the supplier system.

Abstract: An apparatus, program product, and method utilize distribution control information associated with intelligent agents to manage the distribution of such intelligent agents. Such distribution management may be incorporated into a dynamic, automated, extensible and flexible intelligent agent-based product support “framework” to facilitate the provision of product support services to customers of computer-related products. In such a framework, agent platforms may be utilized on both a customer computer and a product support computer, with different agents configured to execute on one or both of such computers.

Abstract: An apparatus, program product, and method utilize a dynamic, automated, extensible and flexible intelligent agent-based product support “framework” to facilitate the provision of product support services to customers of computer-related products. Agent platforms are utilized on both a customer computer and a product support computer, with different agents configured to execute on one or both of such computers. Automated analysis and/or creation of remedial actions, based upon cross-customer operational data, and often relying upon intelligent agents for many or all of such actions, may be used to decrease product support personnel burden and effort. Publishing control may be provided to limit distribution of certain intelligent agents, as may multi-agent remediation of undesirable operational conditions, where agents from multiple parties collectively address a problem experienced by a customer.

Abstract: Method and apparatus for upgrading a software on a customer system are provided. In one embodiment, a method for upgrading a software on a customer system comprises: receiving, by a supplier system, a software inventory from the customer system; verifying one or more business contracts for the software inventory utilizing one or more databases connected to the supplier system; and determining one or more software upgrade releases for the software inventory utilizing a product topology database connected to the supplier system.