Patent ID: 8112747
Filing Date: 2012-02-07
Classification: G06F

Abstract:
1. A computer program product for supporting a distributed business application, the computer program product comprising computer readable instructions embodied on tangible, non-transitory media and operable when executed to: automatically monitor the distributed business application for potential incidents; facilitate substantially continuous data communications among the distributed business application, a remote support module, and at least one support provider for the distributed business application based on the automatic monitoring, the continuous data communications in a protocol associated with a plurality of services in the distributed business application and with a plurality of incidents for these services, wherein the remote support module is executed by a back-end system associated with the distributed business application, the back-end system providing service request processing for service requests from the distributed business application; upon identification of a potential incident, provide integrated incident management service in the distributed business application, the integrated incident management service operable to collect context data associated with the potential incident and communicate the collected context data to the remote support module and the support provider; and provide a software maintenance management service to the distributed business application for at least one identified potential incident from at least one of the remote support module or the support provider based on the collected context data, wherein the software maintenance management service receives an update from the remote support module based on the collected system context data and prior to identification of a related incident, and wherein the integrated incident management service is operable to execute a resolution based on the collected context data based on communications with the software maintenance management service.