公开(公告)号：US20100275054A1

公开(公告)日：2010-10-28

申请号：US12428330

申请日：2009-04-22

Applicant: Daniel Douglas Grace ,  Srinivas Darga ,  Eric Nathaniel Hunsaker ,  Bryce Robert Elliott ,  Rajaraman Viswanathan ,  Michael J. Schreder ,  Greg M. Lavelle ,  Darryl Alan Sansbury ,  Christine Roche ,  Rama Rao Pandrapagada

Inventor： Daniel Douglas Grace ,  Srinivas Darga ,  Eric Nathaniel Hunsaker ,  Bryce Robert Elliott ,  Rajaraman Viswanathan ,  Michael J. Schreder ,  Greg M. Lavelle ,  Darryl Alan Sansbury ,  Christine Roche ,  Rama Rao Pandrapagada

IPC: G06F11/07

CPC classification number: G06Q40/02 ,  G06Q10/10

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.

Abstract translation: 本发明的实施例通过提供一种方法，系统，计算机程序产品或前述的组合来解决上述需求和/或实现其他优点，用于创建跨渠道标准化和集中的生产支持的知识管理系统，以及 组织中的子渠道。 知识管理系统从组织中的数据库接收有关事件的信息。 知识管理系统通过用户界面至少显示与至少一个事件相关的以下信息，事件的当前状态，事件解决的恢复准则以及与事件相关的评分值。 知识管理系统还存储和显示与事件相关的历史信息，联系信息，事件报告和未决事件票据，以及系统，应用程序和客户视图的流程图或流程图，以及培训员工的学院。

公开(公告)号：US20100274789A1

公开(公告)日：2010-10-28

申请号：US12428335

申请日：2009-04-22

Applicant: Daniel Douglas Grace ,  Srinivas Darga ,  Eric Nathaniel Hunsaker ,  Bryce Robert Elliott ,  Rajaraman Viswanathan ,  Michael J. Schreder ,  Greg M. Lavelle ,  Darryl Alan Sansbury ,  Christine Roche ,  Rama Rao Pandrapagada

Inventor： Daniel Douglas Grace ,  Srinivas Darga ,  Eric Nathaniel Hunsaker ,  Bryce Robert Elliott ,  Rajaraman Viswanathan ,  Michael J. Schreder ,  Greg M. Lavelle ,  Darryl Alan Sansbury ,  Christine Roche ,  Rama Rao Pandrapagada

IPC: G06F17/30 ,  G06Q10/00 ,  G06N5/02

CPC classification number: G06Q10/06 ,  G06Q30/0202

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.

Abstract translation: 本发明的实施例提供了用于组织中的信道和子信道上的标准化和集中的知识管理系统中的操作可靠性指标（“ORI”）评分系统的系统，方法和计算机程序产品。 ORI系统评估了组织中渠道，子渠道和应用程序的可靠性或可信度。 ORI收到与业务应用程序相关的一个或多个可预测性因素相关联的可靠性数据。 ORI基于可靠性数据和分配给可预测性因素的加权值来确定每个一个或多个可预测性因素的可预测性因素可靠性得分。 加权值也分配给类别，应用程序，子渠道和渠道。 基于所确定的可预测性因素可靠性分数和加权值，ORI确定类别可靠性评分，应用可靠性评分，业务子通道可靠性评分或业务渠道评分中的至少一个。