KNOWLEDGE MANAGEMENT SYSTEM

• US 20100275054A1
• Filed: 04/22/2009
• Published: 10/28/2010
• Est. Priority Date: 04/22/2009
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Darga, Srinivas, Pandrapagada, Rama Rao, Lavelle, Greg M., Viswanathan, Rajaraman, Elliott, Bryce Robert, Schreder, Michael J., Roche, Christine, Grace, Daniel Douglas, Hunsaker, Eric Nathaniel, Sansbury, Darryl Alan
• Granted Patent: US 8,589,196 B2
• Time in Patent Office: Days
• US Class Current: 714/2
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03

Abstract

Embodiments of the present invention address the above needs and/or achieve other advantages by providing a method, system, computer program product, or a combination of the foregoing for creating a knowledge management system for production support that is standardized and centralized across the channels and sub-channels in an organization. The knowledge management system receives information relating to incidents from databases in the organization. The knowledge management system displays via a user interface at least the following information related to at least one incident, the current status of the incident, the recovery guidelines for effecting resolution of the incident, and scoring values associated with the incident. The knowledge management system also stores and displays historical information, contact information, incident reports, and outstanding incident tickets associated with the incident, as well as process maps or flowcharts for systems, applications, and customer views, and an academy for training associates.

Claims

1. A knowledge management system for use with tracking and resolving incidents occurring in a banking system comprising:

a user interface;

a communication device configured to send and receive information;

a memory device configured to store information;

a computer-readable medium having computer-readable instructions embodied therein; and

a processor operatively coupled to the user interface, the communication device, the memory device, and the computer-readable medium and configured to execute the computer-readable instructions to;

receive information relating to one or more incidents from one or more databases; and

display via the user interface at least the following information related to at least one incident;

current status of the incident;

recovery guidelines for effecting resolution of the incident; and

scoring values associated with the incident.

2. A knowledge management system for use with tracking and resolving incidents occurring in a business comprising:

a user interface;

a communication device configured to send and receive information;

a memory device configured to store information;

a computer-readable medium having computer-readable instructions embodied therein; and

a processor operatively coupled to the user interface, the communication device, the memory device, and the computer-readable medium and configured to execute the computer-readable instructions to;

receive information relating to one or more incidents from one or more databases; and

display via the user interface at least the following information related to at least one incident;

current status of the incident; and

scoring values associated with the incident.

3. The system of claim 2, wherein said processor is operable to execute computer-readable instructions stored in the computer-readable medium to store and display tracking information associated with the incident.

4. The system of claim 2, wherein said processor is operable to execute computer-readable instructions stored in the computer-readable medium to store and display historical information associated with the incident.

5. The system of claim 2, wherein said processor is operable to execute computer-readable instructions stored in the computer-readable medium to store and display recovery guidelines associated with the incident.

6. The system of claim 2, wherein said processor is operable to execute computer-readable instructions stored in the computer-readable medium to store and display a process map or flowchart.

7. The system of claim 2, wherein said processor is operable to execute computer-readable instructions stored in the computer-readable medium to store and display contact information of individuals associated with the incident.

8. The system of claim 2, wherein said processor is operable to execute computer-readable instructions stored in the computer-readable medium to cooperate with said communication device to facilitate communication between a user of the knowledge management system and other individuals associated with the incident.

9. The system of claim 2, wherein said processor is operable to execute computer-readable instructions stored in the computer-readable medium to display learning modules to a user for purposes of training.

10. The system of claim 2, wherein said processor is operable to execute computer-readable instructions stored in the computer-readable medium to provide various displays with different levels of information detail related to the incident.

11. The system of claim 2, wherein said processor is operable to execute computer-readable instructions stored in the computer-readable medium to display a dashboard displaying at least tracking and scoring for the incident.

12. The system of claim 2, wherein said processor is operable to execute computer-readable instructions stored in the computer-readable medium to receive and display information regarding performance of one or more channels of business regarding resolutions of incidents relating to the channel.

13. The system of claim 2, wherein said processor is operable to execute computer-readable instructions stored in the computer-readable medium to receive and display information regarding performance of one or more applications relating to the incident, or channel or sub-channel of business associated with the incident.

14. The system of claim 2, wherein said processor is operable to execute computer-readable instructions stored in the computer-readable medium to:

receive information regarding performance of one or more channels of business regarding resolutions of incidents relating to the channel;

generate one or more scoring values associated with the channel'"'"'s performance relative to the incident; and

display the scoring values.

15. The system of claim 2, wherein said processor is operable to execute computer-readable instructions stored in the computer-readable medium to store and display information associated with the incident where the incident is related to operations of a financial institution.

16. A computer program product for a knowledge management system, the computer program product comprising at least one computer-readable medium having computer-readable program code portions embodied therein, the computer-readable program code portions comprising:

an executable portion configured for receiving, through the use of a processor, information relating to one or more incidents from one or more databases, wherein the processor is operatively coupled to the one or more databases, a user interface, a communication device, a memory device, and the computer-readable program code; and

an executable portion configured for displaying via the user interface at least the following information related to at least one incident;

current status of the incident;

recovery guidelines for effecting resolution of the incident; and

scoring values associated with the incident.

17. A computer program product for a knowledge management system, the computer program product comprising at least one computer-readable medium having computer-readable program code portions embodied therein, the computer-readable program code portions comprising:

an executable portion configured for receiving, through the use of a processor, information relating to one or more incidents from one or more databases, wherein the processor is operatively coupled to the one or more databases, a user interface, a communication device, a memory device, and the computer-readable program code; and

an executable portion configured for displaying via the user interface at least the following information related to at least one incident;

current status of the incident; and

scoring values associated with the incident.

18. The computer program product of claim 17, comprising:

an executable portion configured for displaying, via the user interface, tracking information associated with the incident.

19. The computer program product of claim 17, comprising:

an executable portion configured for displaying, via the user interface, historical information associated with the incident.

20. The computer program product of claim 17, comprising:

an executable portion configured for displaying, via the user interface, recovery guidelines associated with the incident.

21. The computer program product of claim 17, comprising:

an executable portion configured for displaying, via the user interface, a process map or flowchart.

22. The computer program product of claim 17, comprising:

an executable portion configured for displaying, via the user interface, contact information of individuals associated with the incident.

23. The computer program product of claim 17, comprising:

an executable portion configured for facilitating, through the use of the communication device, communication between a user of the knowledge management system and other individuals associated with the incident.

24. The computer program product of claim 17, comprising:

an executable portion configured for displaying, via the user interface, learning modules to a user for purposes of training.

25. The computer program product of claim 17, comprising:

an executable portion configured for providing, through the use of the processor, various displays with different levels of information detail related to the incident.

26. The computer program product of claim 17, comprising:

an executable portion configured for displaying, via the user interface, a dashboard displaying at least tracking and scoring for the incident.

27. The computer program product of claim 17, comprising:

an executable portion configured for displaying, via the user interface, information regarding performance of one or more channels of business regarding resolutions of incidents relating to the channel.

28. The computer program product of claim 17, comprising:

an executable portion configured for displaying, via the user interface, information regarding performance of one or more applications relating to the incident, or channel or sub-channel of business associated with the incident.

29. The computer program product of claim 17, comprising:

an executable portion configured for receiving, through the use of the processor, information regarding performance of one or more channels of business regarding resolutions of incidents relating to the channel;

an executable portion configured for generating, through the use of the processor, one or more scoring values associated with the channel'"'"'s performance relative to the incident; and

an executable portion configured for displaying, via the user interface, the scoring values.

30. The computer program product of claim 17, comprising:

an executable portion configured for displaying, via the user interface, information associated with the incident where the incident is related to operations of a financial institution.