Method and system for responding to an event occurring on a managed computer system

A system to facilitate provision of services to a managed computer system, the system comprising:

• a receiver to receive event data from a monitoring agent on the managed computer system at a client installation;
• a asset module to generate, at the management system, an asset report comprising at least an installed software list including a list of software installed on the managed computer system;
• a server to generate a user interface on a technical support console to display the installed software list to a technical support person;
• and
• a processor to process the event data at a management system to automatically determine that a verbal response is required and to automatically initiate a voice call to the client installation based on the determination that the verbal response is required.

A machine-readable medium storing a sequence of instructions that, when executed by a machine, cause the machine to execute a method of responding to an event occurring on at least one managed computer system, the method comprising:

• receiving event data from a monitoring agent on the managed computer system at a client installation, the event data being associated with the event;
• automatically processing the event data at a management system to determine that a verbal response is required;
• generating, at the management system, an asset report comprising at least an installed software list including a list of software installed on the managed computer system;
• based on the determination that a verbal response is required,
• automatically initiating a voice call between a support person and the client installation;
• automatically generating a user interface on a technical support console to display the installed software list to the support person.

A system to facilitate provision of services to a managed computer system, the system comprising:

• means for receiving event data from a monitoring agent on the managed computer system at a client installation;
• means for generating, at the management system, an asset report comprising at least an installed software list including a list of software installed on the managed computer system;
• means for generating a user interface on a technical support console to display the installed software list to a technical support person;
• and
• processor means for automatically processing the event data at a management system to determine that a verbal response is required and automatically initiating a voice call to the client installation based on the determination that the verbal response is required.