公开(公告)号：MX2010004346A

公开(公告)日：2010-10-21

申请号：MX2010004346

申请日：2010-04-21

Applicant: BANK OF AMERICA

Inventor： GRACE DANIEL DOUGLAS ,  DARGA SRINIVAS ,  VISWANATHAN RAJARAMAN ,  LAVELLE GREG M ,  SANSBURY DARRYL ALAN ,  ROCHE CHRISTINE ,  PANDRAPAGADA RAMA RAO ,  HUNSAKER ERIC NATHANIEL ,  ELLIOTT BRYCE ROBERT ,  SCHREDER MICHAEL J

IPC: G06F19/00

Abstract: Modalidades de la presente invención incluyen un método, sistema, producto de programa de computadora, o una combinación de lo anterior para crear un sistema de manejo de conocimiento con una interfaz de comunicación de incidentes para incidentes de soporte de producción que está estandarizado y centralizado a través de los canales y sub-canales en una organización; el sistema de interfaz de comunicación de incidentes se utiliza para rastrear, identificar y resolver los incidentes que ocurren a través de la organización; la interfaz de comunicación de incidentes permite a los asociados del negocio iniciar un reporte de incidentes asociados con un incidente; la interfaz de comunicación de incidentes también comunica información relacionada con un incidente a los asociados del negocio; la interfaz de comunicación de incidentes proporciona a los asociados del negocio acceso del sistema de manejo de conocimiento; la interfaz de comunicación de incidentes recibe la entrada del usuario incluyendo detalles relacionados con la resolución del incidente y los detalles del incidente son almacenados en la base de datos de reportes de incidentes.

公开(公告)号：SG166078A1

公开(公告)日：2010-11-29

申请号：SG2010027639

申请日：2010-04-20

Applicant: BANK OF AMERICA

Inventor： 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

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 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.

公开(公告)号：MX2010004345A

公开(公告)日：2010-10-21

申请号：MX2010004345

申请日：2010-04-21

Applicant: BANK OF AMERICA

Inventor： GRACE DANIEL DOUGLAS ,  DARGA SRINIVAS ,  VISWANATHAN RAJARAMAN ,  LAVELLE GREG M ,  SANSBURY DARRYL ALAN ,  ROCHE CHRISTINE ,  PANDRAPAGADA RAMA RAO ,  HUNSAKER ERIC NATHANIEL ,  ELLIOTT BRYCE ROBERT ,  SCHREDER MICHAEL J

IPC: G11B27/00

Abstract: Modalidades de la presente invención proporcionan un método, sistema, producto de programa de computadora o una combinación de los anteriores para crear un sistema de manejo de conocimiento incluyendo un sistema de monitoreo de tablero de rendimiento que está estandarizado y centralizado a través de los canales y sub-canales en una organización; el sistema de monitoreo de tablero de rendimiento se utiliza para rastrear, medir y resolver los incidentes que ocurren a través de los canales, sub-canales, sistemas y aplicaciones de una organización; el sistema recibe información relacionada con dos o más incidentes, donde cada incidente está asociado con uno o más de un canal, sub-canal o aplicación de negocios; el sistema almacena la información en un dispositivo de memoria; el sistema rastrea el estado de al menos un incidente entre la ocurrencia y la resolución del incidente; el sistema despliega, en una interfaz de usuario, la información relacionada con el incidente en un canal, sub-canal, aplicación o nivel de incidente individual.

公开(公告)号：GB2471153A

公开(公告)日：2010-12-22

申请号：GB201006615

申请日：2010-04-21

Applicant: BANK OF AMERICA

Inventor： GRACE DANIEL DOUGLAS ,  DARGA SRINIVAS ,  HUNSAKER ERIC NATHANIEL ,  ELLIOT BRYCE ROBERT ,  VISWANATHAN RAJARAMAN ,  SCHREDER MICHAEL J ,  LAVELLE GREG M ,  SANSBURY DARRYL ALAN ,  ROCHE CHRISTINE ,  PANDRAPAGADA RAMA RAO

IPC: G06Q10/00

Abstract: Embodiments of the present invention provide systems and computer program products for an operational reliability index ORI scoring system in a knowledge management system that is standardized and centralized across the channels and sub-channels in an organization. The ORI system scores the reliability or confidence of the channels 602, sub-channels 604, and applications 606 in an organization. The ORI receives reliability data associated with one or more predictability factors related to a business application, which may include receiving answers to questions. The ORI determines predictability factor reliability scores for each of the one or more predictability factors based on the reliability data and weighted values assigned to the predictability factors. Weighted values are also assigned to the categories 608, applications 606, sub-channels 604, and channels 602. The ORI determines at least one of a category reliability score 614, application reliability score, business sub-channel reliability score, or business channel score based on the determined predictability factor reliability scores and the weighted values.

公开(公告)号：SG166080A1

公开(公告)日：2010-11-29

申请号：SG2010027654

申请日：2010-04-20

Applicant: BANK OF AMERICA

Inventor： 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

Abstract: Embodiments of the present invention provide systems, methods, and computer program products for an operational reliability index ("ORI") scoring system in the knowledge management system that is standardized and centralized across the channels and sub-channels in an organization. The ORI system scores the reliability or confidence of the channels, sub-channels, and applications in an organization. The ORI receives reliability data associated with one or more predictability factors related to a business application. The ORI determines predictability factor reliability scores for each of the one or more predictability factors based on the reliability data and weighted values assigned to the predictability factors. Weighted values are also assigned to the categories, applications, sub-channels, and channels. The ORI determines at least one of a category reliability score, application reliability score, business sub-channel reliability score, or business channel score based on the determined predictability factor reliability scores and the weighted values. Figure 13a

公开(公告)号：GB2469744A

公开(公告)日：2010-10-27

申请号：GB201006648

申请日：2010-04-21

Applicant: BANK OF AMERICA

Inventor： GRACE DANIEL DOUGLAS ,  DARGA SRINIVAS ,  HUNSAKER ERIC NATHANIEL ,  ELLIOT BRYCE ROBERT ,  VISWANATHAN RAJARAMAN ,  SCHREDER MICHAEL J ,  LAVELLE GREG M ,  SANSBURY DARRYL ALAN ,  ROCHE CHRISTINE ,  PANDRAPAGADA RAMA RAO

IPC: G06Q10/00

Abstract: Embodiments of the present invention include a system and computer program product for an incident communication interface for production support incidents that is standardized and centralized across the channels and sub-channels in an organization. The incident communication interface system is used to track, identify, and resolve the incidents that occur throughout the organization. The incident communication interface allows business associates to initiate an incident ticket associated with an incident. Fields of the ticket can be automatically populated by accessing an incident database. The incident communication interface also communicates information related to an incident to business associates 1864. The incident communication interface provides the business associates access to knowledge management system resources 1860. The incident communication interface receives an input including details related to resolving the incident and the incident details are stored in the incident report database.

公开(公告)号：MX2010004347A

公开(公告)日：2010-10-21

申请号：MX2010004347

申请日：2010-04-21

Applicant: BANK OF AMERICA

Inventor： GRACE DANIEL DOUGLAS ,  DARGA SRINIVAS ,  VISWANATHAN RAJARAMAN ,  LAVELLE GREG M ,  SANSBURY DARRYL ALAN ,  ROCHE CHRISTINE ,  PANDRAPAGADA RAMA RAO ,  HUNSAKER ERIC NATHANIEL ,  ELLIOTT BRYCE ROBERT ,  SCHREDER MICHAEL J

IPC: G06F15/00

Abstract: Modalidades de la presente invención proporcionan un método, sistema, producto de programa de computadora o una combinación de lo anterior para crear un sistema de manejo de conocimiento que incluye un sistema de academia para capacitar y rastrear los resultados de capacitación de empleados en una ubicación estandarizada y centralizada a través de los canales y sub-canales en una organización; el sistema de academia almacena una pluralidad de módulos de capacitación, asociados con uno o más programas de certificación; el sistema de academia además proporciona una interfaz de selección de capacitación de usuario configurada para proporcionar la selección de usuario de uno o más de la pluralidad de módulos de capacitación; el sistema de academia además proporciona el acceso de usuario al módulo de capacitación seleccionado a través de una interfaz de módulo de despliegue interactivo; el sistema de academia además proporcionar una interfaz de resultados de capacitación de usuario configurada para proporcionar un despliegue de los resultados de capacitación de usuario y almacena los resultados de capacitación de usuario del módulo de capacitación seleccionado en una base de datos de capacitación de usuario.

公开(公告)号：SG166081A1

公开(公告)日：2010-11-29

申请号：SG2010027662

申请日：2010-04-20

Applicant: BANK OF AMERICA

Inventor： 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

Abstract: Embodiments of the present invention include a method, system, computer program product, or a combination of the foregoing for creating a knowledge management system with an incident communication interface for production support incidents that is standardized and centralized across the channels and sub-channels in an organization. The incident communication interface system is used to track, identify, and resolve the incidents that occur throughout the organization. The incident communication interface allows business associates to initiate an incident ticket associated with an incident. The incident communication interface also communicates information related to an incident to business associates. The incident communication interface provides the business associates knowledge management system access. The incident communication interface receives user input including details related to resolving the incident and the incident details are stored in the incident report database. Figure 16

公开(公告)号：GB2469742A

公开(公告)日：2010-10-27

申请号：GB201006638

申请日：2010-04-21

Applicant: BANK OF AMERICA

Inventor： GRACE DANIEL DOUGLAS ,  DARGA SRINIVAS ,  HUNSAKER ERIC NATHANIEL ,  ELLIOT BRYCE ROBERT ,  VISWANATHAN RAJARAMAN ,  SCHREDER MICHAEL J ,  LAVELLE GREG M ,  SANSBURY DARRYL ALAN ,  ROCHE CHRISTINE ,  PANDRAPAGADA RAMA RAO

IPC: G06Q10/00

Abstract: A performance monitoring system is standardised and centralised across various divisions of an organisation (channels and sub-channels in an organisation) such as a bank and is used to track, measure, and resolve incidents (e.g. failed or problem customer interactions) that occur throughout the organisation. The system receives information related to two or more incidents, where each incident is associated with one or more of a business channel, sub-channel, or application. The system stores the information on a memory device. The system tracks the status of at least one incident between the occurrence and the resolution of the incident. The system displays on a user interface 50 the information related to the incident on a channel, sub-channel, application, or individual incident level. The incidents may be assigned different levels of severity in order to organise the incidents by levels of priority or other categories.

公开(公告)号：GB2469739A

公开(公告)日：2010-10-27

申请号：GB201006626

申请日：2010-04-21

Applicant: BANK OF AMERICA

Inventor： GRACE DANIEL DOUGLAS ,  DARGA SRINIVAS ,  HUNSAKER ERIC NATHANIEL ,  ELLIOT BRYCE ROBERT ,  VISWANATHAN RAJARAMAN ,  SCHREDER MICHAEL J ,  ROCHE CHRISTINE ,  SANSBURY DARRYL ALAN ,  PANDRAPAGADA RAMA RAO ,  LAVELLE GREG M

IPC: G06Q50/00 ,  G09B7/00

Abstract: Embodiments of the present invention provide a system and computer program product, an academy system for training and tracking training results of employees in a standardized and centralized location across the channels and sub-channels in an organization. The academy system stores a plurality of training modules, associated with one or more certification programs 912. The academy system further provides a user training selection interface configured to provide for user selection of one or more of the plurality of training modules. The academy system further provides the user access to the selected training module through an interactive display module interface. The academy system further provides for a user training results interface configured to provide a display of the user training results and stores the user training results of the selected training module in a user training database. The system stores user tests associated with training modules and displays the status 914 of the training results of the module and certification program.