Abstract: A customer effort architecture that estimates customer effort, identifies the friction points and processes leading to excessive customer effort is disclosed. The framework for measuring customer effort using Customer Effort Architecture involves segmenting the KPI's into segments including Cognitive Effort, Time Effort and Emotional Effort. Cognitive effort is the amount of mental energy required to process information. Time effort is the amount of time taken to address the customer requirements. Emotional effort measures psychological parameters experienced by a customer while addressing complaints. The customer effort architecture identifies weights to all the parameters used in calculating effort score, thereby fine tuning the impact each parameter has with respect to the effort score based on business dynamics.

Abstract: A system includes determination of a resource stored in a cloud storage service, identification of a first cloud service associated with the resource, determination of a first pre-backup callback and a first post-backup callback associated with the first cloud service, transmission of the first pre-backup callback to the first cloud service, reception of a return of the first pre-backup callback from the first cloud service, transmission, in response to receipt of the return, of an instruction to the cloud storage service to backup the resource, and transmission of the first post-backup callback to the first cloud service.

Abstract: An endpoint broker to provide application launch endpoints from multiple data centers having different tenancy sets. Upon accessing a request for an application launch endpoint connection for a user, the broker selects a data center, from amongst multiple data centers that have different tenancy sets, that is to provide an endpoint in satisfaction of the request. The endpoint broker identifies an endpoint from the selected data center, and then associates the identified endpoint with the user. The user is then provided access to the identified endpoint using the association. Thus, a user is not restricted to having an endpoint from a single data center. If there are concerns with providing an endpoint from one data center, an endpoint may be provided from another data center in a manner that is transparent to the user.

Abstract: A system includes determination of a resource stored in a cloud storage service, identification of a first cloud service associated with the resource, determination of a first pre-backup callback and a first post-backup callback associated with the first cloud service, transmission of the first pre-backup callback to the first cloud service, reception of a return of the first pre-backup callback from the first cloud service, transmission, in response to receipt of the return, of an instruction to the cloud storage service to backup the resource, and transmission of the first post-backup callback to the first cloud service.

Abstract: A session-specific policy may be used to define specific configuration and operational characteristics of different types of sessions. One type of session may have one set of characteristics while a second type of session may have a different set of characteristics. The policy may be applied by a server or client, and may be propagated through an enterprise by a policy distribution management system to establish policies across multiple devices. Different session types include sessions from a local console, a remote user, a device-initiated session, a service-initiated session, and other types. Within each session type, policies may be defined for specific instances of each type. For example, different policies may be defined for different devices in a device-initiated policy.

Abstract: An endpoint broker to provide application launch endpoints from multiple data centers having different tenancy sets. Upon accessing a request for an application launch endpoint connection for a user, the broker selects a data center, from amongst multiple data centers that have different tenancy sets, that is to provide an endpoint in satisfaction of the request. The endpoint broker identifies an endpoint from the selected data center, and then associates the identified endpoint with the user. The user is then provided access to the identified endpoint using the association. Thus, a user is not restricted to having an endpoint from a single data center. If there are concerns with providing an endpoint from one data center, an endpoint may be provided from another data center in a manner that is transparent to the user.

Abstract: An endpoint broker to provide application launch endpoints from multiple data centers having different tenancy sets. Upon accessing a request for an application launch endpoint connection for a user, the broker selects a data center, from amongst multiple data centers that have different tenancy sets, that is to provide an endpoint in satisfaction of the request. The endpoint broker identifies an endpoint from the selected data center, and then associates the identified endpoint with the user. The user is then provided access to the identified endpoint using the association. Thus, a user is not restricted to having an endpoint from a single data center. If there are concerns with providing an endpoint from one data center, an endpoint may be provided from another data center in a manner that is transparent to the user.

Abstract: A session-specific policy may be used to define specific configuration and operational characteristics of different types of sessions. One type of session may have one set of characteristics while a second type of session may have a different set of characteristics. The policy may be applied by a server or client, and may be propagated through an enterprise by a policy distribution management system to establish policies across multiple devices. Different session types include sessions from a local console, a remote user, a device-initiated session, a service-initiated session, and other types. Within each session type, policies may be defined for specific instances of each type. For example, different policies may be defined for different devices in a device-initiated policy.

Abstract: A customer effort architecture that estimates customer effort, identifies the friction points and processes leading to excessive customer effort is disclosed. The framework for measuring customer effort using Customer Effort Architecture involves segmenting the KPI's into segments including Cognitive Effort, Time Effort and Emotional Effort. Cognitive effort is the amount of mental energy required to process information. Time effort is the amount of time taken to address the customer requirements. Emotional effort measures psychological parameters experienced by a customer while addressing complaints. The customer effort architecture identifies weights to all the parameters used in calculating effort score, thereby fine tuning the impact each parameter has with respect to the effort score based on business dynamics.

Abstract: Techniques for configuring a commodity server to host virtual hard disks are disclosed herein. In an exemplary embodiment, a virtual hard disk file can be split into a plurality of differencing VHD files and one or more of the files can be downloaded to a virtualization host as it runs off the VHD files stored on the server. After the one or more VHD files are downloaded, the virtualization host can be configured to use the local copy instead of the copy on the commodity server. In addition to the foregoing, other techniques are described in the claims, the detailed description, and the figures.

Abstract: Terminal sessions providing remote access to functionality may be isolated from each other, as well as from the server system space, by being placed in system virtualization instances. Applications associated with terminal sessions may be allocated to system virtualization instances. In particular, system virtualization instances may be pre-instantiated, and applications may be dynamically allocated to the system virtualization instances, for example, according to a virtualization instance policy. The system virtualization instances may provide, in particular, an ability for terminal session components and associated applications to create, read, update and delete resources in a global name space of a host server without conflict, collision or other interference with each other or other server components.

Abstract: A session-specific policy may be used to define specific configuration and operational characteristics of different types of sessions. One type of session may have one set of characteristics while a second type of session may have a different set of characteristics. The policy may be applied by a server or client, and may be propagated through an enterprise by a policy distribution management system to establish policies across multiple devices. Different session types include sessions from a local console, a remote user, a device-initiated session, a service-initiated session, and other types. Within each session type, policies may be defined for specific instances of each type. For example, different policies may be defined for different devices in a device-initiated policy.

Abstract: An endpoint broker to provide application launch endpoints from multiple data centers having different tenancy sets. Upon accessing a request for an application launch endpoint connection for a user, the broker selects a data center, from amongst multiple data centers that have different tenancy sets, that is to provide an endpoint in satisfaction of the request. The endpoint broker identifies an endpoint from the selected data center, and then associates the identified endpoint with the user. The user is then provided access to the identified endpoint using the association. Thus, a user is not restricted to having an endpoint from a single data center. If there are concerns with providing an endpoint from one data center, an endpoint may be provided from another data center in a manner that is transparent to the user.

Abstract: Systems, methods, and computer-readable storage media are disclosed for roaming profiles and application compatibility in multi-user systems. In an embodiment, a user profile exists on a plurality of client computers. Each client computer executes a roaming profile client that intercepts a change to an application's settings. The roaming profile client sends this change to a roaming profile server that stores it. When the user profile logs on to a second client computer, the roaming profile server sends an indication of the change to a second roaming profile client on the second client computer. This roaming profile client alters the settings for the application on the second client computer such that, when the user session executes the application on the second client computer, the application reflects the change.

Abstract: An endpoint broker to provide application launch endpoints from multiple data centers having different tenancy sets. Upon accessing a request for an application launch endpoint connection for a user, the broker selects a data center, from amongst multiple data centers that have different tenancy sets, that is to provide an endpoint in satisfaction of the request. The endpoint broker identifies an endpoint from the selected data center, and then associates the identified endpoint with the user. The user is then provided access to the identified endpoint using the association. Thus, a user is not restricted to having an endpoint from a single data center. If there are concerns with providing an endpoint from one data center, an endpoint may be provided from another data center in a manner that is transparent to the user.

Abstract: The adjustment of a number of application launch endpoint servers that may be used to service incoming connection requests. Application launch endpoints are entities, such as running code, that may be used to launch other applications. Examples of endpoints include virtual machines or sessions in a session management server. The system load associated with the incoming connection rate and number of users is monitored. In response, an add threshold and a perhaps a remove threshold is calculated. If the system load rises above the add threshold, application launch endpoint server(s) are added to the set of endpoints that can handle incoming connection requests. If the system load falls below the remove threshold, application launch endpoint server(s) are removed from to the set of endpoints. The add and remove thresholds may be calculated per tenant, and adjusted based on tenant behavior.

Abstract: An endpoint broker to provide application launch endpoints from multiple data centers having different tenancy sets. Upon accessing a request for an application launch endpoint connection for a user, the broker selects a data center, from amongst multiple data centers that have different tenancy sets, that is to provide an endpoint in satisfaction of the request. The endpoint broker identifies an endpoint from the selected data center, and then associates the identified endpoint with the user. The user is then provided access to the identified endpoint using the association. Thus, a user is not restricted to having an endpoint from a single data center. If there are concerns with providing an endpoint from one data center, an endpoint may be provided from another data center in a manner that is transparent to the user.

Abstract: Techniques are disclosed for virtualizing internet protocol (IP) addresses in terminal server sessions. Techniques include receiving requests for a virtual IP address from a client component, determining whether the requestor can use the virtual IP address, and either returning a requested virtual IP address or returning an indication that the requestor cannot use a virtual IP address. Methods for determining whether a virtual IP address can be used and methods for choosing a virtual IP address are disclosed.

Abstract: An endpoint broker to provide application launch endpoints from multiple data centers having different tenancy sets. Upon accessing a request for an application launch endpoint connection for a user, the broker selects a data center, from amongst multiple data centers that have different tenancy sets, that is to provide an endpoint in satisfaction of the request. The endpoint broker identifies an endpoint from the selected data center, and then associates the identified endpoint with the user. The user is then provided access to the identified endpoint using the association. Thus, a user is not restricted to having an endpoint from a single data center. If there are concerns with providing an endpoint from one data center, an endpoint may be provided from another data center in a manner that is transparent to the user.

Abstract: Techniques are disclosed for virtualizing internet protocol (IP) addresses in terminal server sessions. A client component comprises a layer service provider (LSP) and a name service provider (NSP) that intercept a socket call to associate a port with a socket for a terminal server session. The client component queries a server component for a virtual IP address, and the server component determines whether the terminal server session can use a virtual IP address. Where the session can use a virtual IP address, the server returns a virtual IP address and the client component binds the socket call to the virtual IP address. Where the session cannot use a virtual IP address, the server returns an indication of that, and the client component acts as a proxy for that socket call and any future calls for that socket.