Arrangements for Managing Assistance Requests for Computer Services

A system comprising;

• a ticket facilitator to create a ticket based on user input regarding a system issue;
• an asset identification module to associate at least one asset parameter with the ticket;
• a video acquisition and storage module to capture and store video representing interaction that can provide corrective actions to address the system issue;
• a control command acquisition and storage module to capture and store control commands, the control commands to implement corrective actions related to the system issue;
• and
• a mapping module to utilize the ticket and the at least one asset parameter to locate a solution related to the system issue and to locate video and control commands to address the system issue.

A machine-accessible storage medium containing instructions to operate a processing system which, when the instructions are executed by a machine, cause said machine to perform operations, comprising;

• receiving a ticket, wherein the ticket, indicates an issue to be addressed and wherein the ticket is associated with at least one computing asset;
• locating the at least one solution to address the issue, wherein the at least one solution has video and control commands;
• and
• transmitting the at least one solution to the at least one computing asset.