Abstract: A system and method of processing customer services requests is disclosed. A customer reported problem may generate a customer service request and problem ticket. A technical support team may respond to and resolve the problem. A customized customer satisfaction survey may be generated based on the content of the problem ticket. Customer feedback from the survey and customized surveys may be stored for analysis to retrieve and generate future customized surveys for future service requests.

Abstract: Computer implemented method, system and computer program product for controlling a secondary display of an application relative to a primary display of the application. A computer implemented method for controlling a secondary display of an application relative to a primary display of the application includes displaying the application on the primary display. A display policy for the application is determined, and the application is displayed on the secondary display in accordance with the determined display policy.

Abstract: A persistent authenticating system and method to map real world object presence into virtual world object awareness are provided. The illustrative embodiments provide a mechanism by which the presence of a real world object is detected and, while the real world object's presence is continued to be detected, it is made available for use in a virtual environment. The detection of the real world object provides an identifier of the object which is correlated with information regarding how to represent the object in the virtual environment, how the object may be utilized in relation to other objects in the virtual environment such that the real world object is modeled in the virtual environment, and the like. The detection of multiple real world objects may be performed and identification of each of the multiple objects may be used to determine how these objects may be utilized together in the virtual environment.

Abstract: An automatic patch deployment system is provided that deploys a patch according to an assessed risk and a policy. The policy may specify actions to be taken to deploy the patch for different categories of risk. The automatic patch deployment system receives a patch notification, an assessment of the risk, and the policy and deploys the patch accordingly. For example, installation of a patch may be indefinitely delayed for high risk patches, rescheduled for medium risk patches, or installed immediately for low risk patches.

Abstract: A method, apparatus and computer instructions are provided for blocking the installation of a patch. A patch management system is used to recognize files with a selected indicator. A selected indicator may be an identifier distinguishing the file such as size, checksum, name, or a current timestamp. The files with a selected indicator contain signatures that may be cross referenced with patch metadata. The signature of the patch file is validated against policies that indicate the patch has been approved for installation. If the patch is approved the files are installed. In response to a patch being unapproved for installation a locking mechanism locks files targeted by patches based on patch metadata, patch content, and/or patch instructions so that the patch may not be installed.

Abstract: An automatic risk assessment system is provided that determines a risk for the patch based on collected activity metrics, file weights, a list of files affected by the patch, and other factors. An application monitor collects metrics from the application to determine the level of activity of the application or other component to be patched. The patch may have associated therewith metadata including a list of files that will be affected by the patch. Policies may store information about how risk is to be assessed. This information may include, for example, file weights and information defining categories of risk.