Abstract: Disclosed are various embodiments for automating IT help desk services by utilizing historical IT help desk data to identify potential solutions for incidents. First, a ticket associated with an incident on a client device can be received. Next, a ticket record can be generated by extracting information from the ticket using natural language processing techniques. Next, using the ticket record as a key, a graph database can be queried for one or more similar ticket records. In response to obtaining similar ticket records from the graph database, the graph database can be further queried for solution records related to the similar ticket records by edges. The solution can comprise a set of machine-readable instructions which can resolve the incident when executed.

Abstract: Examples of troubleshooting enterprise information technology problems are described. In some examples, a root cause analysis service configures parameters for a root cause analysis. The parameters include device context features of client devices, which are specified to be analyzed. The root cause analysis service identifies a target issue affecting the client devices and performs the root cause analysis according to the parameters to generate root cause candidate patterns to provide through an interface.

Abstract: A system and method for facilitating management of application infrastructure for plurality of users is disclosed. The method includes identifying a set of infrastructure components corresponding to an application and determining configuration information associated with the application based on the set of infrastructure components. The method further includes identifying a plurality of patterns of the application based on the configuration information of the set of infrastructure components and generating one or more application fingerprints corresponding to the application based on the plurality of patterns. Further, the method includes determining one or more anomalies in the application based on the one or more application fingerprints and generating one or more recommendations for resolving the one or more anomalies based on the one or more application fingerprints and prestored information.

Abstract: Disclosed are various embodiments for determining whether to initiate a remote device wipe in a mobile device management context. In one example, a system comprises a computing device configured to identify a device wipe condition for a client device and determine a wipe policy associated with the device wipe condition. A time for a time delay is initiated for a device wipe action of the client device. A wipe instruction is transmitted to execute the device wipe action based on an expiration of the time delay for the device wipe action.

Abstract: Disclosed are various examples for automatically analyzing telemetry data from managed devices in one or more organizations and categorizing devices and/or user accounts as home users, hybrid users, or office users. The categorization can be performed based upon an analysis of a wireless network connection of a client device that is managed by a management service.

Abstract: Disclosed are various examples for automatically analyzing telemetry data from managed devices in one or more organizations and alerting information technology (IT) administrators as early as possible when widespread issues are detected. Telemetry data can be collected from managed devices across multiple organizations and/or enterprises. The collected data can be used to identify events (e.g., system crashes, application crashes, system boot times, system shutdown times, application hangs, application foreground/usage events, device central processing unit (CPU) and memory utilization, battery performance, etc.) that may indicate a potential issue in the IT infrastructure. Time-series data associated with the detected events can be generated and analyzed. Upon detection of a potential issue in view of an analysis of the time-series data, an alert can be generated and presented to an IT administrator or other entity who can further analyze and potentially remedy the issue.

Abstract: Systems and methods are described for intelligent software patch management. In an example, a system can receive a selection of device attributes. The system can associate a group of computing devices with attribute values that correspond to each device. The system can also create value pairs of unique pairs of values for each computing device. The system can select a set of computing devices for a deployment ring that maximizes diversity of the values or value pairs. The system can deploy the software patch to the selected devices and monitor device performance for a predetermined period of time before continuing to the next deployment ring or rolling back the update.

Abstract: An apparatus is provided for classifying content in one or more transactions. The apparatus includes a transaction boundary detector to detect boundaries of the one or more transactions associated with a first server or a first destination, wherein the one or more transactions include one or more requests from a client or a source and one or more corresponding responses from the first server or the first destination. A multimedia session generator generates a multimedia session object based on the detected boundaries of the one or more transactions. A multimedia classifier classifies the content associated with a first multimedia session. A traffic processing and policy enforcement unit applies traffic management to the first multimedia session based upon the classification.

Abstract: A system and method for facilitating management of cloud infrastructure by using smart bots is disclosed. The method includes obtaining one or more insights associated with one or more user accounts on a cloud infrastructure from one or more cloud infrastructure resources and determining one or more cloud infrastructure issues associated with the one or more user accounts by validating the obtained one or more insights based on a set of predefined rules. The method further includes creating one or more customized bots for the determined one or more cloud infrastructure issues based on one or more user parameters by using a rule engine based AI model and deploying the created one or more customized bots on the one or more cloud infrastructure resources. Further, the method includes managing the cloud infrastructure via the deployed one or more customized bots.

Abstract: An apparatus is provided for classifying content in one or more transactions. The apparatus includes a transaction boundary detector to detect boundaries of the one or more transactions associated with a first server or a first destination, wherein the one or more transactions include one or more requests from a client or a source and one or more corresponding responses from the first server or the first destination. A multimedia session generator generates a multimedia session object based on the detected boundaries of the one or more transactions. A multimedia classifier classifies the content associated with a first multimedia session. A traffic processing and policy enforcement unit applies traffic management to the first multimedia session based upon the classification.

Abstract: Systems and methods are described for intelligent software patch management. In an example, a system can receive a selection of device attributes. The system can associate a group of computing devices with attribute values that correspond to each device. The system can also create value pairs of unique pairs of values for each computing device. The system can select a set of computing devices for a deployment ring that maximizes diversity of the values or value pairs. The system can deploy the software patch to the selected devices and monitor device performance for a predetermined period of time before continuing to the next deployment ring or rolling back the update.

Abstract: Systems and methods are described for intelligent software patch management. In an example, a system can receive a selection of device attributes. The system can associate a group of computing devices with attribute values that correspond to each device. The system can also create value pairs of unique pairs of values for each computing device. The system can select a set of computing devices for a deployment ring that maximizes diversity of the values or value pairs. The system can deploy the software patch to the selected devices and monitor device performance for a predetermined period of time before continuing to the next deployment ring or rolling back the update.

Abstract: Systems and methods are described for intelligent software patch management. In an example, a system can receive a selection of device attributes. The system can associate a group of computing devices with attribute values that correspond to each device. The system can also create value pairs of unique pairs of values for each computing device. The system can select a set of computing devices for a deployment ring that maximizes diversity of the values or value pairs. The system can deploy the software patch to the selected devices and monitor device performance for a predetermined period of time before continuing to the next deployment ring or rolling back the update.

Abstract: A system and method for facilitating management of cloud infrastructure by using smart bots is disclosed. The method includes obtaining one or more insights associated with one or more user accounts on a cloud infrastructure from one or more cloud infrastructure resources and determining one or more cloud infrastructure issues associated with the one or more user accounts by validating the obtained one or more insights based on a set of predefined rules. The method further includes creating one or more customized bots for the determined one or more cloud infrastructure issues based on one or more user parameters by using a rule engine based AI model and deploying the created one or more customized bots on the one or more cloud infrastructure resources. Further, the method includes managing the cloud infrastructure via the deployed one or more customized bots.

Abstract: A system and method for facilitating management of application infrastructure for plurality of users is disclosed. The method includes identifying a set of infrastructure components corresponding to an application and determining configuration information associated with the application based on the set of infrastructure components. The method further includes identifying a plurality of patterns of the application based on the configuration information of the set of infrastructure components and generating one or more application fingerprints corresponding to the application based on the plurality of patterns. Further, the method includes determining one or more anomalies in the application based on the one or more application fingerprints and generating one or more recommendations for resolving the one or more anomalies based on the one or more application fingerprints and prestored information.

Abstract: An approach for continual learning in slowly-varying environments is provided. The approach receives one or more action requests from a decision agent. The approach deploys a first model to a decision engine. The approach initiates an observation period. The approach builds a second model, in which the second model comprises collected transaction data from the observation period. The approach initiates a test period. The approach determines a performance score for the first model and a performance score for the second model. The approach selects the model providing an optimized action.

Abstract: An apparatus is provided for estimating one or more quality of experience (QoE) parameters associated with a specific terminal. The apparatus includes a traffic processor configured to acquire a plurality of transactions for providing multimedia content to a specific terminal. At least one of such transactions is a secured transaction. The apparatus further includes a QoE parameter estimator configured to detect a quality level variation event based on the transactions and the sizes of the transactions, and to estimate one or more QoE parameters based on the detection of the quality level variation event.

Abstract: A system and method is provided for providing a composite Quality of Experience (QoE) metrics associated with a multimedia transmitted via a network. The method includes obtaining multimedia data corresponding to the multimedia transmitted via the network and acquiring metrics associated with the multimedia data. The metrics includes at least one multimedia transmitting metrics and at least one multimedia quality metrics. The method also includes normalizing the metrics and determining, based on the one or more normalized metrics, the composite multimedia QoE metrics.

Abstract: An apparatus is provided for detecting the presence of multimedia content in one or more transactions and for classifying the multimedia content in the one or more transactions. The apparatus can include a traffic processor configured to acquire one or more handshake messages associated with the transactions. The apparatus can also include a multimedia detector configured to determine a domain name requested by a specific terminal based on the one or more handshake messages, and to detect the presence of the multimedia content data in the transactions using the determined domain name. The detection of the presence of the multimedia content can be used for at least one of optimizing or reporting of the multimedia content before the multimedia content is provided to the specific terminal.

Abstract: An apparatus is provided for classifying content in one or more transactions. The apparatus includes a transaction boundary detector to detect boundaries of the one or more transactions associated with a first server or a first destination, wherein the one or more transactions include one or more requests from a client or a source and one or more corresponding responses from the first server or the first destination. A multimedia session generator generates a multimedia session object based on the detected boundaries of the one or more transactions. A multimedia classifier classifies the content associated with a first multimedia session. A traffic processing and policy enforcement unit applies traffic management to the first multimedia session based upon the classification.