Sap Ag

Sap Se

Herbert Stegmueller

Tilmann Haeberle

Dorothea Hoefler

Jan Jansen

Udo Peter Klein

Thomas Schneider

Karolin Laicher

Chongyao Wang

Xiaolong Chen

Xue Bai

Uta Prigge

Sebastian Pulkowski

Lilia Kotchanovskaia

Laicher Karolin

Alexander Gerber

The present disclosure describes methods, systems, and computer program products for managing incident reports can include receiving alert messages from multiple tenants and aggregating the alert messages into a reduced, correlated incident reports. For example, the method includes receiving, from a number of tenants, alert reports that represent at least one system alert incident associated with the tenants. The alert reports can be collected and analyzed for duplicate reports. The analysis for duplicate reports can include identifying a number of duplicate alert reports and correlating each identified duplicate alert reports into a correlated incident report. The correlated incident report can be aggregated into a summarized incident report for processing.

Managing incident reports

A metric of a system is monitored using a monitoring tool that receives an operation metric and a planned downtime metric that reflects whether the monitored system is currently in a planned downtime, the planned downtime metric received as another one of the multiple metric inputs. The operation metric and the planned downtime metric are combined into a processed operation metric for the monitored system.

Metric for planned downtime

A data collection and/or monitoring service residing at a client system collects and sends client system information to a backend system. The client system information is used to update a maintained repository of client system information that is associated with software installed at the client system. The maintained repository is used to determine one or more software update recommendations which are sent to the client system. In response to a trigger event, one or more software updates associated with the update recommendations are automatically downloaded and deployed at the client system. The download and deployment of software updates can be scheduled at the client system.

Software maintenance management

The disclosure provides integrated software for supporting a distributed business application comprising computer readable instructions embodied on media. The integrated support software is operable to automatically monitor the distributed business application for potential incidents. It also facilitates continuous data exchange between the distributed business application and a remote support module based on the automatic monitoring, with the communications in a protocol associated with a plurality of services in the distributed business application and with a plurality of incidents for these services. Upon identification of a potential incident, the software provides integrated incident management in the distributed business application and provides software maintenance management to the distributed business application for one or more identified incidents.

Integrated software support for a distributed business application with seamless backend communications

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Bruchsal, Germany

Herbert Stegmueller