Abstract: In one embodiment, in response to a request to determine a computer asset from a plurality of computer assets that would be impacted by a potential change to a particular computer asset of the plurality of computer assets, a processor searches one or more databases for characteristics of each of the plurality of computer assets. The processor identifies an impacted computer asset from the plurality of computer assets. Identifying the impacted computer asset includes determining, by the processor and based on the characteristics of the impacted computer asset and the particular computer asset, that the impacted computer asset depends on the particular computer asset for operation. The processor generates an association from the plurality of computer assets, wherein the association comprises the particular computer asset and the impacted computer asset.

Abstract: In one embodiment, in response to a request to determine a computer asset from a plurality of computer assets that would be impacted by a potential change to a particular computer asset of the plurality of computer assets, a processor searches one or more databases for characteristics of each of the plurality of computer assets. The processor identifies an impacted computer asset from the plurality of computer assets. Identifying the impacted computer asset includes determining, by the processor and based on the characteristics of the impacted computer asset and the particular computer asset, that the impacted computer asset depends on the particular computer asset for operation. The processor generates an association from the plurality of computer assets, wherein the association comprises the particular computer asset and the impacted computer asset.

Abstract: A system and method for processing telephone technical support is disclosed. The method and system monitor an authentication record comprising previous authentication attempts at a service provider, identify a user having at least one failed login attempt based upon the authentication record, monitor incoming telephone calls for a call from the user, and provide a response to the user related to an alternate login mechanism.

Abstract: The present invention is an system and method for comprehensively testing a customer connection to a communications network. A customer is identified from information obtained at a customer interface. A test can be performed on the customer connection. A typical test compares two datasets related to the customer connection to determine a state of the customer connection. The first and second dataset can include historical data. A parameter in the first dataset obtained from a network element can be compared to a parameter in a second dataset obtained from a customer database. The comparison can be made in light of changes recorded in a provisioning database. Relevant network data can be obtained from customer premises equipment (CPE). The customer can be notified of a network issue proactively or upon customer inquiry.

Abstract: A system for monitoring a communication network for actual and potential network problems is provided. The system includes a communication tracking module to track network communications between at least one network-user device and a network service provider device during a predefined time interval. The network communications are based upon a user-supplied indication of a network problem. The system also includes a report generating module to generate a report based upon the network communications tracked, and a threshold determination module to determine whether the number of network communications exceeds a predetermined threshold.