Abstract: A system may include a database disposed within a remote network management platform, a server device disposed in the platform, and a client device. The database may contain representations of configuration items, such as computing devices and software applications associated with the managed network. The server device may provide a graphical user interface including a sequence of panes to the client device. The sequence of panes may include an identifier pane, an identification rules pane, and a reconciliation pane. Each pane may include data entry fields that are operable to define a new class of configuration item. The server device may receive, by way of the graphical user interface, a definition of the new class that uniquely identifies configuration items of a particular type using at least the attributes. The server may store, in the database, the definition of the new class.

Abstract: A system may include a database disposed within a remote network management platform, a server device disposed in the platform, and a client device. The database may contain representations of configuration items, such as computing devices and software applications associated with the managed network. The server device may provide a graphical user interface including a sequence of panes to the client device. The sequence of panes may include an identifier pane, an identification rules pane, and a reconciliation pane. Each pane may include data entry fields that are operable to define a new class of configuration item. The server device may receive, by way of the graphical user interface, a definition of the new class that uniquely identifies configuration items of a particular type using at least the attributes. The server may store, in the database, the definition of the new class.

Abstract: Evaluation of a plurality of activities comprising a service includes, for each of the plurality of activities, identification of a network service path of the activity from the source to the user, wherein a network service path of a first activity of the plurality of activities is different from a network service path of at least one other of the plurality of activities, measurement of a service quality metric for each respective network segment of each identified network service path, and, for each of the plurality of activities, determination of a service quality metric based on the service quality metrics measured for each of the network segments of the network service path of the activity.

Abstract: A system may include a database disposed within a remote network management platform, a server device disposed in the platform, and a client device. The database may contain representations of configuration items, such as computing devices and software applications associated with the managed network. The server device may provide a graphical user interface including a sequence of panes to the client device. The sequence of panes may include an identifier pane, an identification rules pane, and a reconciliation pane. Each pane may include data entry fields that are operable to define a new class of configuration item. The server device may receive, by way of the graphical user interface, a definition of the new class that uniquely identifies configuration items of a particular type using at least the attributes. The server may store, in the database, the definition of the new class.

Abstract: A system may include a database disposed within a remote network management platform, a server device disposed in the platform, and a client device. The database may contain representations of configuration items, such as computing devices and software applications associated with the managed network. The server device may provide a graphical user interface including a sequence of panes to the client device. The sequence of panes may include an identifier pane, an identification rules pane, and a reconciliation pane. Each pane may include data entry fields that are operable to define a new class of configuration item. The server device may receive, by way of the graphical user interface, a definition of the new class that uniquely identifies configuration items of a particular type using at least the attributes. The server may store, in the database, the definition of the new class.

Abstract: A system may include a database disposed within a remote network management platform, a server device disposed in the platform, and a client device. The database may contain representations of configuration items, such as computing devices and software applications associated with the managed network. The server device may provide a graphical user interface including a sequence of panes to the client device. The sequence of panes may include an identifier pane, an identification rules pane, and a reconciliation pane. Each pane may include data entry fields that are operable to define a new class of configuration item. The server device may receive, by way of the graphical user interface, a definition of the new class that uniquely identifies configuration items of a particular type using at least the attributes. The server may store, in the database, the definition of the new class.

Abstract: Systems and methods for a data synchronization architecture to synchronize provide a forward synchronization of data from a helper instance to a customer facing instance and reverse synchronization of customer configuration data changes to the helper instance are disclosed. Helper instances may be configured to provide an upgrade or maintenance path for a customer facing instance. Helper instances may be a different version and have a different schema than the primary customer facing instance. Database triggers and business rules may be used to manipulate data calculated or discovered by a helper instance prior to synchronization to the primary instance. Database triggers and business rules may fire in the primary instance after each synchronization to perform necessary recalculations or adjust data associations based on data provided from the helper instance. Helper instances may queue data over time and then perform a synchronization of data from the queue.

Abstract: Evaluation of a plurality of activities comprising a service includes, for each of the plurality of activities, identification of a network service path of the activity from the source to the user, wherein a network service path of a first activity of the plurality of activities is different from a network service path of at least one other of the plurality of activities, measurement of a service quality metric for each respective network segment of each identified network service path, and, for each of the plurality of activities, determination of a service quality metric based on the service quality metrics measured for each of the network segments of the network service path of the activity.

Abstract: A system may include a database disposed within a remote network management platform, a server device disposed in the platform, and a client device. The database may contain representations of configuration items, such as computing devices and software applications associated with the managed network. The server device may provide a graphical user interface including a sequence of panes to the client device. The sequence of panes may include an identifier pane, an identification rules pane, and a reconciliation pane. Each pane may include data entry fields that are operable to define a new class of configuration item. The server device may receive, by way of the graphical user interface, a definition of the new class that uniquely identifies configuration items of a particular type using at least the attributes. The server may store, in the database, the definition of the new class.

Abstract: Many services measure quality of service (QoS) according to abstract metrics based on general heuristics of QoS determinants (e.g., VoIP service providers may presume that QoS is predominantly determined by network performance). However, users' QoS perceptions are often based on their experiences with particular activities of the service, which may utilize different service paths having different QoS determinants. Therefore, QoS may be measured by identifying the activities of the service, and the dependencies among the components of such services; for respective activities and dependencies, identifying a service path from the source to the user, and the segments comprising the service path; measuring the quality of the segments of the service path; and calculating the QoS of the activity according to the QoS of the segments of the service path providing the activity. This approach may yield QoS information of greater relevance to the users' experience and with greater analytic value.

Abstract: A method includes determining that an agent configured an identified node of a computer system, obtaining a definition of the agent that configured the identified node, identifying a configuration item associated with the identified node based at least in part on the definition of the agent that configured the identified node, and updating a service model database with the identified configuration item.

Abstract: A system may include a database disposed within a remote network management platform, a server device disposed in the platform, and a client device. The database may contain representations of configuration items, such as computing devices and software applications associated with the managed network. The server device may provide a graphical user interface including a sequence of panes to the client device. The sequence of panes may include an identifier pane, an identification rules pane, and a reconciliation pane. Each pane may include data entry fields that are operable to define a new class of configuration item. The server device may receive, by way of the graphical user interface, a definition of the new class that uniquely identifies configuration items of a particular type using at least the attributes. The server may store, in the database, the definition of the new class.

Abstract: A system may include a database disposed within a remote network management platform, a server device disposed in the platform, and a client device. The database may contain representations of configuration items, such as computing devices and software applications associated with the managed network. The server device may provide a graphical user interface including a sequence of panes to the client device. The sequence of panes may include an identifier pane, an identification rules pane, and a reconciliation pane. Each pane may include data entry fields that are operable to define a new class of configuration item. The server device may receive, by way of the graphical user interface, a definition of the new class that uniquely identifies configuration items of a particular type using at least the attributes. The server may store, in the database, the definition of the new class.

Abstract: A system may include a database disposed within a remote network management platform, a server device disposed in the platform, and a client device. The database may contain representations of configuration items, such as computing devices and software applications associated with the managed network. The server device may provide a graphical user interface including a sequence of panes to the client device. The sequence of panes may include an identifier pane, an identification rules pane, and a reconciliation pane. Each pane may include data entry fields that are operable to define a new class of configuration item. The server device may receive, by way of the graphical user interface, a definition of the new class that uniquely identifies configuration items of a particular type using at least the attributes. The server may store, in the database, the definition of the new class.

Abstract: Systems and methods for a data synchronization architecture to synchronize provide a forward synchronization of data from a helper instance to a customer facing instance and reverse synchronization of customer configuration data changes to the helper instance are disclosed. Helper instances may be configured to provide an upgrade or maintenance path for a customer facing instance. Helper instances may be a different version and have a different schema than the primary customer facing instance. Database triggers and business rules may be used to manipulate data calculated or discovered by a helper instance prior to synchronization to the primary instance. Database triggers and business rules may fire in the primary instance after each synchronization to perform necessary recalculations or adjust data associations based on data provided from the helper instance. Helper instances may queue data over time and then perform a synchronization of data from the queue.

Abstract: A method includes determining that an agent configured an identified node of a computer system, obtaining a definition of the agent that configured the identified node, identifying a configuration item associated with the identified node based at least in part on the definition of the agent that configured the identified node, and updating a service model database with the identified configuration item.

Abstract: Implementations of a system, method and apparatus described herein execute a discovery process to identify a plurality of computing devices within a computer network and a respective configuration associated with each of the plurality of computing devices. Upon discovery of a first computing device configured by an agent, configuration management of the computer network is searched for a definition used by the agent to configure the first computing device, and the discovery process for the first computing device is modified based on the definition to identify a first plurality of configuration items associated with a current configuration of the first computing device. Finally, a service model database is updated with the first plurality of configuration items.

Abstract: Implementations of a system, method and apparatus described herein execute a discovery process to identify a plurality of computing devices within a computer network and a respective configuration associated with each of the plurality of computing devices. Upon discovery of a first computing device configured by an agent, configuration management of the computer network is searched for a definition used by the agent to configure the first computing device, and the discovery process for the first computing device is modified based on the definition to identify a first plurality of configuration items associated with a current configuration of the first computing device. Finally, a service model database is updated with the first plurality of configuration items.

Abstract: Implementations of a system, method and apparatus described herein execute a discovery process to identify a plurality of computing devices within a computer network and a respective configuration associated with each of the plurality of computing devices. Upon discovery of a first computing device configured by an agent, configuration management of the computer network is searched for a definition used by the agent to configure the first computing device, and the discovery process for the first computing device is modified based on the definition to identify a first plurality of configuration items associated with a current configuration of the first computing device. Finally, a service model database is updated with the first plurality of configuration items.

Abstract: Implementations of a system, method and apparatus described herein execute a discovery process to identify a plurality of computing devices within a computer network and a respective configuration associated with each of the plurality of computing devices. Upon discovery of a first computing device configured by an agent, configuration management of the computer network is searched for a definition used by the agent to configure the first computing device, and the discovery process for the first computing device is modified based on the definition to identify a first plurality of configuration items associated with a current configuration of the first computing device. Finally, a service model database is updated with the first plurality of configuration items.