Knowledge management system

• US 8,589,196 B2
• Filed: 04/22/2009
• Issued: 11/19/2013
• Est. Priority Date: 04/22/2009
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Grace, Daniel Douglas, Darga, Srinivas, Hunsaker, Eric Nathaniel, Elliott, Bryce Robert, Viswanathan, Rajaraman, Schreder, Michael J., Lavelle, Greg M., Sansbury, Darryl Alan, Roche, Christine, Pandrapagada, Rama Rao
• Primary Examiner(s): Champagne, Luna
• Application Number:
  US12/428,330
• Publication Number:
  US 20100275054A1
• Time in Patent Office: 1,672 Days
• Field of Search: None
• US Class Current: 705/7.11
• 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;

provide, within a knowledge management application, dashboard interfaces, a recovery guideline interface, an incident search interface, an incident ticket interface, and scoring incident interfaces;

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

and

to display via the user interface at least the following information related to the one or more incidents;

current status of the one or more incidents in the dashboard interfaces for a hierarchy of channels, sub-channels within the channels, applications within the sub-channels, and for each of the one or more incidents, wherein a user can monitor the status of the one or more incidents in the banking system by drilling down from a channel level dashboard, to a sub-channel level dashboard, to an application level dashboard, and down to the individual ticket, and wherein each dashboard interface displays the status of the one or more incidents related to the dashboard level which the user is monitoring;

recovery guidelines in the recovery guideline interface for effecting resolution of the incident by outlining the steps for resolving the one or more incidents;

incident ticket search results in the incident search interface providing the one or more incidents that meet a search performed by the user which can be selected to view details related to an incident ticket for one of the one or more incidents;

incident ticket information in the incident ticket interface for one of the one or more incidents, wherein the incident ticket information provides the information used to resolve the one or more incidents; and

operational reliability scores for the hierarchy of the channels, the sub-channels, and the applications in the scoring incident interfaces, wherein the operational reliability scores illustrates the reliability of the channels, the sub-channels, and the applications in relation to failed customer interactions caused by the one or more incidents; and

wherein the user can monitor the operational reliability scores on a channel score level, a sub-channel score level, and an application score level by drilling down from the channel level to the sub-channel level, and to the application level.

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;

provide, within a knowledge management application, dashboard interfaces, a recovery guideline interface, an incident search interface, an incident ticket interface, and scoring incident interfaces;

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

to display via the user interface at least the following information related to the one or more incidents;

current status of the one or more incidents in the dashboard interfaces that are occurring in the business for a hierarchy of channels, sub-channels within the channels, applications within the sub-channels, and for each of the one or more incidents, wherein a user can monitor the status of the one or more incidents in the business by drilling down from a channel level dashboard, to a sub-channel level dashboard, to an application level dashboard, and down to the individual ticket, and wherein each dashboard interface displays the status of the one or more incidents related to the dashboard level which the user is monitoring;

recovery guidelines for effecting resolution of the incident in the recovery guideline interface by outlining the steps for resolving the one or more incidents;

incident ticket search results in the incident search interface providing the one or more incidents that meet a search performed by the user which can be selected to view details related to an incident ticket for one of the one or more incidents;

incident ticket information in the incident ticket interface for one of the one or more incidents, wherein the incident ticket information provides the information used to resolve the one or more incidents; and

operational reliability scores for the hierarchy of the channels, the sub-channels, and the applications in the scoring incident interfaces, wherein the operational reliability scores illustrates the reliability of the channels, the sub-channels, and the applications in relation to failed customer interactions caused by the one or more incidents; and

wherein the user can monitor the operational reliability scores on a channel score level, a sub-channel score level, and an application score level by drilling down from the channel level to the sub-channel level, and to the application level.

3. The system of claim 2, wherein said processor is configured 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 configured to execute computer-readable instructions stored in the computer-readable medium to store and display historical information associated with the incident, wherein the historical information is used to pre-populate incidents tickets with the incident ticket information for similar incidents in the future.

5. The system of claim 2, wherein the recovery guidelines associated with the incident comprise information about where to route the incident ticket for resolution and how to resolve the cause of the incident.

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

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

8. The system of claim 2, wherein said processor is configured 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 configured to execute computer-readable instructions stored in the computer-readable medium to display an academy interface illustrating learning modules to a user for purposes of training the user on application used by the business.

10. The system of claim 2, wherein said processor is configured to execute computer-readable instructions stored in the computer-readable medium to provide various displays with different levels of information detail related to the current status of the one or more incidents in the dashboard interfaces occurring in the business in real-time.

11. The system of claim 2, wherein said processor is configured to execute computer-readable instructions stored in the computer-readable medium to display the dashboard interfaces for illustrating the one or more incidents on a level for channels, sub-channels within the channels, applications within the sub-channels, and individual incidents.

12. The system of claim 2, wherein said processor is configured to execute computer-readable instructions stored in the computer-readable medium to receive and display the scoring interface illustrating the impact the one or more incidents have on the reliability of the channels, sub-channels within the channels, and applications within the sub-channels in the business.

13. The system of claim 2, wherein said processor is configured to execute computer-readable instructions stored in the computer to display a report interface to allow the user to create reports related to the one or more incidents in the business.

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

display in the scoring incident interface score-sheets for scoring and weighting how the one or more incidents impact the scoring values on a channel level, sub-channel level, and application level

receive information regarding performance of one or more channels, sub-channels, and applications of the business regarding resolutions of the related one or more incidents; and

generate one or more scoring values associated with the performance of the one or more channels, sub-channels, and applications of the business relative to the one or more incidents.

15. The system of claim 2, wherein said processor is configured 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 non-transitory computer-readable medium having computer-readable program code portions embodied therein, the computer-readable program code portions comprising:

an executable portion configured for providing, within a knowledge management application, dashboard interfaces, a recovery guideline interface, an incident search interface, an incident ticket interface, and scoring incident interfaces

an executable portion configured for receiving; 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 one or more incidents in the dashboard interfaces for a hierarchy of channels, sub-channels within the channels, applications within the sub-channels, and for each of the one or more incidents, wherein a user can monitor the status of the one or more incidents in a business by drilling down from a channel level dashboard, to a sub-channel level dashboard, to an application level dashboard, and down to the individual ticket, and wherein each dashboard interface displays the status of the one or more incidents related to the dashboard level which the user is monitoring;

recovery guidelines in the recovery guideline interface for effecting resolution of the incident by outlining the steps for resolving the one or more incidents;

incident ticket search results in the incident search interface providing the one or more incidents that meet a search performed by the user which can be selected to view details related to an incident ticket for one of the one or more incidents;

incident ticket information in the incident ticket interface for one of the one or more incidents, wherein the incident ticket information provides the information used to resolve the one or more incidents; and

operational reliability scores for the hierarchy of the channels, the sub-channels, and the applications in the scoring incident interfaces, wherein the operational reliability scores illustrates the reliability of the channels, the sub-channels, and the applications in relation to failed customer interactions caused by the one or more incidents; and

wherein the user can monitor the operational reliability scores on a channel score level, a sub-channel score level, and an application score level by drilling down from the channel level to the sub-channel level, and to the application.

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 providing, within a knowledge management application, dashboard interfaces, a recovery guideline interface, an incident search interface, an incident ticket interface, and scoring incident interfaces;

an executable portion configured for receiving information relating to one or more incidents from one or more databases; 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 one or more incidents in the dashboard interfaces that are occurring in a business for a hierarchy of channels, sub-channels within the channels, applications within the sub-channels, and for each of the one or more incidents, wherein a user can monitor the status of the one or more incidents in the business by drilling down from a channel level dashboard, to a sub-channel level dashboard, to an application level dashboard, and down to the individual ticket, and wherein each dashboard interface displays the status of the one or more incidents related to the dashboard level which the user is monitoring;

recovery guidelines in the recovery guideline interface for effecting resolution of the incident by outlining the steps for resolving the one or more incidents;

incident ticket search results in the incident search interface providing the one or more incidents that meet a search performed by the user which can be selected to view details related to an incident ticket for one of the one or more incidents;

incident ticket information in the incident ticket interface for one of the one or more incidents, wherein the incident ticket information provides the information used to resolve the one or more incidents; and

operational reliability scores for the hierarchy of the channels, the sub-channels, and the applications in the scoring incident interfaces, wherein the operational reliability scores illustrates the reliability of the channels, the sub-channels, and the applications in relation to failed customer interactions caused by the one or more incidents; and

wherein the user can monitor the operational reliability scores on a channel score level, a sub-channel score level, and an application score level by drilling down from the channel level to the sub-channel level, and to the application level.

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

an executable portion configured for displaying 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, wherein the historical information is used to pre-populate incidents tickets with the incident ticket information for similar incidents in the future.

20. The computer program product of claim 17, wherein the recovery guidelines associated with the incident comprise information about where to route the incident ticket for resolution and how to resolve the cause of the incident.

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

an executable portion configured for displaying a flowchart interface illustrating a process map or flowchart related to a process within the business.

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

an executable portion configured for displaying a contact interface illustrating contact information of individuals associated with the incident.

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

an executable portion configured for facilitating 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 an academy interface illustrating-learning modules to a user for purposes of training the user on application used by the business.

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

an executable portion configured for providing various displays with different levels of information detail related to the current status of the one or more incidents in the dashboard interfaces occurring in the business in real-time.

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

an executable portion configured for displaying the dashboard interfaces for illustrating the one or more incidents on a level for channels, sub-channels within the channels, applications within the sub-channels, and individual incidents.

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

an executable portion configured for displaying the scoring interface illustrating the impact the one or more incidents have on the reliability of the channels, sub-channels within the channels, and applications within the sub-channels in the business.

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

an executable portion configured for displaying a report interface to allow the user to create reports related to the one or more incidents in the business.

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

an executable portion configured for displaying in the scoring incident interface score-sheets for scoring and weighting how the one or more incidents impact the scoring values on a channel level, sub-channel level, and application level;

an executable portion configured for receiving information regarding performance of one or more channels, sub-channels, and application of the business regarding resolutions of the related one or more incidents;

an executable portion configured for generating one or more scoring values associated with the performance of the one or more channels, sub-channels, and applications of the business relative to the one or more incidents.

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

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