Abstract: A remote service facility (RSF) unit is integrated into the operating system of the host system being supported. The RSF unit utilizes a standard generic menu interface system (GMIS) unit through which a user can enter different types of commands which results in the display of a number of menu sequences for configuring how the different independently controllable components of the RSF unit will operate in performing remote support functions. The components include a problem detection and reaction component, a system action component and a callback component, each of which operatively couple to the GMIS unit. The components are integrated in a predetermined manner so that collectively, they carry out remote support according to the way in which they were configured.

Abstract: A session mirroring facility is utilized in conjunction with the operating system of a host system. The facility captures user input and system output in a way which is transparent to the user whose session is being captured. It can operate in selectable operating modes which allows the monitoring of a session by any number of parties as it is taking place and being recorded and the playing back of the session at some later time by one or more parties.