Dell Products Inc.

Emc IP Holding Company LLC

Kanika Kapish

Parminder Singh Sethi

Shelesh Chopra

Hung The Dinh

Bijan Kumar Mohanty

Rômulo Teixeira De Abreu Pinho

Anay Kishore

Akanksha Goel

Aarsi Kumar

Kunal Visoulia

A method and system for version history based upgrade testing across simulated information technology (IT) environments. At least with respect to computing, an upgrade may entail the replacement of a product—in the form of hardware, software, and/or firmware—with a newer or better version, which may serve to bring the product up to date, improve the characteristic(s) of the product, and/or resolve any issue(s) inflicting the product. Further, through the process of upgrade testing, an upgrade may be assessed to determine its impact on an operability of varying environments following application of the upgrade thereon. The disclosed method and system, accordingly, propose a framework directed to conducting upgrade tests within simulated IT environments—each reflective of different computing resources and upgrade histories—where results of the simulations may be examined to ascertain which environment configurations (if any) may cause the tested upgrade to fail.

Version history based upgrade testing across simulated information technology environments

In general, embodiments relate to a method for managing a technical support session, comprising: determining a technical support issue (TSI) for a technical support session; identifying a question path graph (QPG) associated with the TSI; and displaying at least a portion of the QPG to a technical support person (TSP) during the technical support session.

Method and system for augmenting a question path graph for technical support

A method for managing a client environment includes obtaining a notification for an application abstention by a client device, in response to the notification, performing an intent analysis on the client device using a processed client intent dataset to determine a set of reasons for the application abstention, comparing the set of reasons to an upgrade coverage dataset, identifying, based on the comparing, a set of solutions corresponding to the set of reasons, generating, based on the comparing, a specialized upgrade notification based on the set of solutions, and issuing the specialized upgrade notification to the client device.

System and method for generating a specialized upgrade notification based on client intent for an application abstention

A method for managing a client environment includes monitoring, by an upgrade management agent, the client environment for an application abstention by a plurality of client devices of the client environment, in response to the monitoring, obtaining device configuration information corresponding to each of the plurality of client devices, performing a text pre-processing on the device configuration information to obtain pre-processed information, applying a relational analysis to the pre-processed information to obtain a normalized context reference for application abstention corresponding to the plurality of client devices, and performing a clustering algorithm on the normalized context reference to generate a processed client intent dataset.

System and method for obtaining a processed client intent dataset based on client abstention for an application upgrade

An apparatus comprises a processing device configured to detect that a given software upgrade is available for a given computing device, to identify other computing devices on which the given software upgrade has been installed that exhibit at least a threshold level of similarity to the given computing device, and to determine whether any issues were encountered on the other computing devices as a result of the given software upgrade. The processing device is also configured to generate a recommendation as to whether to initiate download of the given software upgrade on the given computing device based at least in part on whether any issues were encountered on the other computing devices as a result of the given software upgrade, and to initiate download of the given software upgrade on the given computing device based at least in part on the generated recommendation.

Automated software upgrade download control based on device issue analysis

A method comprises collecting operational data for one or more devices and identifying one or more anomalies associated with the one or more devices based at least in part on the collected operational data. At least a portion of the collected operational data corresponding to the identified one or more anomalies is analyzed, and a probability of automatic resolution for respective ones of the identified one or more anomalies is determined based at least in part on the analysis. The identifying, the analyzing and the determining are performed using one or more machine learning models.

Framework for anomaly detection and resolution prediction

A system and method model activities in the production environment as sequences of microservices, and identify unusual activities by analyzing these sequences. In particular, a directed graph of usual activity is formed as a basis for determining unusual activities. Next, activities that were actually performed are determined by statistically analyzing records of microservice invocation in application diagnostic files. These activity sequences are overlaid on the directed graph to determine relative fit by using a trace coverage percentage score. Application instances or activities with low relative fit are deemed suspicious. If the low fit persists for an extended duration, then the instances or activities are deemed unusual and an individual is alerted to begin a manual review.

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Muzaffarnagar, India

Kanika Kapish