Abstract: A method for assessing at least one capability or maturity of a business entity, the method comprising the steps of integrating information gathered regarding current capability of a business or at least one business unit into an evaluation engine that assesses inputted information based on at least one capability criteria; producing at least one output that indicates evolved capability value, wherein said evolved capability value is either produced directly from the capability generator or is mediated by at least one evolution evaluator assessment resident in an evolution pack; transferring the output to a report, the report including at least one current maturity diagram and/or action recommendation output.

Abstract: A system and method are disclosed for automating network performance to a customer support department that includes a passive listening device configured to monitor portions of a communication network. A performance database may be coupled to the passive listening device and configured to store network performance data. A customer relations module may be included and configured to receive a subscriber inquiry and to identify at least one monitored component of a communication network that affects the subscriber. The module may retrieve performance data on one or more components of the communication network to provide customer-specific communication performance data to the subscriber and/or the agent assisting the subscriber.