公开(公告)号：US08589196B2

公开(公告)日：2013-11-19

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: G06Q10/00

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：US08161325B2

公开(公告)日：2012-04-17

申请号：US12790097

申请日：2010-05-28

Applicant: Matthew Alexander Calman ,  Earl Wagner ,  Erik S. Ross ,  Srinivas Darga ,  Patrick Kelly

Inventor： Matthew Alexander Calman ,  Earl Wagner ,  Erik S. Ross ,  Srinivas Darga ,  Patrick Kelly

IPC: G06F11/00

CPC classification number: G06F11/079

Abstract: The disclosure generally relates to knowledge retrieval using a knowledgebase storing general and/or expert knowledge. In particular, the disclosure relates to using complex retrieval techniques to implement an enhanced troubleshooting system that provides relevant information. Aspects of the disclosure retrieve relevant documents to assist in troubleshooting by reasoning with stored representations about the faulty system and its operating environment. After receiving a description of the symptoms and/or other information related to the problem, the system may recommend textual and/or non-textual documents with relevant information for identifying the cause of the problem and restoring operation.

Abstract translation: 本公开通常涉及使用存储一般和/或专家知识的知识库的知识检索。 特别地，本公开涉及使用复杂检索技术来实现提供相关信息的增强故障排除系统。 本公开的方面检索相关文件，以通过对存在的故障系统及其操作环境的陈述进行推理来帮助排除故障。 在收到与问题相关的症状和/或其他信息的描述之后，系统可以推荐具有用于识别问题原因和恢复操作的相关信息的文本和/或非文本文档。

公开(公告)号：US20100274596A1

公开(公告)日：2010-10-28

申请号：US12428333

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: G06Q10/00

CPC classification number: G06Q10/10 ,  G06Q10/063114 ,  G06Q40/02

Abstract: Embodiments of the present invention provide a method, system, computer program product, or a combination of the foregoing for creating a knowledge management system including a performance dashboard monitoring system that is standardized and centralized across the channels and sub-channels in an organization. The performance dashboard monitoring system is used to track, measure, and resolve incidents that occur throughout the channels, sub-channels, systems, and applications of an organization. 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 the information related to the incident on a channel, sub-channel, application, or individual incident level.

Abstract translation: 本发明的实施例提供了一种用于创建知识管理系统的方法，系统，计算机程序产品或前述的组合，所述知识管理系统包括在组织中的信道和子信道上被标准化和集中的性能仪表板监控系统。 性能仪表板监控系统用于跟踪，测量和解决在组织的整个渠道，子渠道，系统和应用程序中发生的事件。 系统接收与两个或多个事件相关的信息，其中每个事件与业务信道，子信道或应用中的一个或多个事件相关联。 系统将信息存储在存储设备上。 系统跟踪事件发生和解决之间至少一个事件的状态。 系统在用户界面上显示与频道，子频道，应用程序或个人事件级别相关的事件信息。

公开(公告)号：US08266072B2

公开(公告)日：2012-09-11

申请号：US12428337

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: G06Q10/00 ,  G06Q30/00

CPC classification number: G06Q40/02 ,  G06Q10/063 ,  G06Q10/10

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.

Abstract translation: 本发明的实施例包括一种方法，系统，计算机程序产品或前述的组合，用于创建具有用于生产支持事件的事件通信接口的知识管理系统，所述事件通过接口标准化和集中在通道和子通道中 组织。 事件通信接口系统用于跟踪，识别和解决整个组织中发生的事件。 事件通信界面允许业务伙伴发起与事件相关联的事故单。 事件通信界面还将与事件相关的信息传达给业务伙伴。 事件通信接口提供业务联系人知识管理系统访问。 事件通信界面接收用户输入，包括与解决事件有关的细节，事件详细信息存储在事件报告数据库中。

公开(公告)号：US20110296243A1

公开(公告)日：2011-12-01

申请号：US12790097

申请日：2010-05-28

Applicant: Matthew Alexander Calman ,  Earl Joseph Wagner ,  Erik S. Ross ,  Srinivas Darga ,  Patrick Kelly

Inventor： Matthew Alexander Calman ,  Earl Joseph Wagner ,  Erik S. Ross ,  Srinivas Darga ,  Patrick Kelly

IPC: G06F11/07

CPC classification number: G06F11/079

Abstract: The disclosure generally relates to knowledge retrieval using a knowledgebase storing general and/or expert knowledge. In particular, the disclosure relates to using complex retrieval techniques to implement an enhanced troubleshooting system that provides relevant information. Aspects of the disclosure retrieve relevant documents to assist in troubleshooting by reasoning with stored representations about the faulty system and its operating environment. After receiving a description of the symptoms and/or other information related to the problem, the system may recommend textual and/or non-textual documents with relevant information for identifying the cause of the problem and restoring operation.

Abstract translation: 本公开通常涉及使用存储一般和/或专家知识的知识库的知识检索。 特别地，本公开涉及使用复杂检索技术来实现提供相关信息的增强故障排除系统。 本公开的方面检索相关文件，以通过对存在的故障系统及其操作环境的陈述进行推理来帮助排除故障。 在收到与问题相关的症状和/或其他信息的描述之后，系统可以推荐具有用于识别问题原因和恢复操作的相关信息的文本和/或非文本文档。

公开(公告)号：US20100274814A1

公开(公告)日：2010-10-28

申请号：US12428340

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

CPC classification number: G09B7/02 ,  G06Q10/10

Abstract: Embodiments of the present invention provide a method, system, computer program product, or a combination of the foregoing for creating a knowledge management system including 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. 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.

Abstract translation: 本发明的实施例提供了一种用于创建知识管理系统的方法，系统，计算机程序产品或组合，所述知识管理系统包括用于训练和训练员工在跨渠道和子系统的标准化和集中位置的训练结果的学术系统 - 组织中的通道。 学院系统存储与一个或多个认证程序相关联的多个训练模块。 学院系统还提供用户训练选择界面，其被配置为提供对多个训练模块中的一个或多个训练模块的用户选择。 学院系统进一步提供用户通过交互式显示模块接口访问所选训练模块。 学院系统进一步提供用户培训结果界面，其被配置为提供用户培训结果的显示，并将所选培训模块的用户培训结果存储在用户培训数据库中。

公开(公告)号：US08527328B2

公开(公告)日：2013-09-03

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: G06Q10/00 ,  G06Q40/00

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。

公开(公告)号：US08275797B2

公开(公告)日：2012-09-25

申请号：US12428340

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: G06F7/00 ,  G06F17/30 ,  G06Q50/00 ,  G09B19/00

CPC classification number: G09B7/02 ,  G06Q10/10

Abstract: Embodiments of the present invention provide a method, system, computer program product, or a combination of the foregoing for creating a knowledge management system including 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. 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.

Abstract translation: 本发明的实施例提供了一种用于创建知识管理系统的方法，系统，计算机程序产品或组合，所述知识管理系统包括用于训练和训练员工在跨渠道和子系统的标准化和集中位置的训练结果的学术系统 - 组织中的通道。 学院系统存储与一个或多个认证程序相关联的多个训练模块。 学院系统还提供用户训练选择界面，其被配置为提供对多个训练模块中的一个或多个训练模块的用户选择。 学院系统进一步提供用户通过交互式显示模块接口访问所选训练模块。 学院系统进一步提供用户培训结果界面，其被配置为提供用户培训结果的显示，并将所选培训模块的用户培训结果存储在用户培训数据库中。

公开(公告)号：US20100274616A1

公开(公告)日：2010-10-28

申请号：US12428337

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: G06Q10/00

CPC classification number: G06Q40/02 ,  G06Q10/063 ,  G06Q10/10

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.

Abstract translation: 本发明的实施例包括一种方法，系统，计算机程序产品或前述的组合，用于创建具有用于生产支持事件的事件通信接口的知识管理系统，所述事件通过接口标准化和集中在通道和子通道中 组织。 事件通信接口系统用于跟踪，识别和解决整个组织中发生的事件。 事件通信界面允许业务伙伴发起与事件相关联的事故单。 事件通信界面还将与事件相关的信息传达给业务伙伴。 事件通信接口提供业务联系人知识管理系统访问。 事件通信界面接收用户输入，包括与解决事件有关的细节，事件详细信息存储在事件报告数据库中。

公开(公告)号：US08996397B2

公开(公告)日：2015-03-31

申请号：US12428333

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: G06Q10/00 ,  G06Q40/00 ,  G06Q10/10 ,  G06Q40/02 ,  G06Q10/06

CPC classification number: G06Q10/10 ,  G06Q10/063114 ,  G06Q40/02

Abstract: Embodiments of the present invention provide a method, system, computer program product, or a combination of the foregoing for creating a knowledge management system including a performance dashboard monitoring system that is standardized and centralized across the channels and sub-channels in an organization. The performance dashboard monitoring system is used to track, measure, and resolve incidents that occur throughout the channels, sub-channels, systems, and applications of an organization. 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 the information related to the incident on a channel, sub-channel, application, or individual incident level.

Abstract translation: 本发明的实施例提供了一种用于创建知识管理系统的方法，系统，计算机程序产品或前述的组合，所述知识管理系统包括在组织中的信道和子信道上被标准化和集中的性能仪表板监控系统。 性能仪表板监控系统用于跟踪，测量和解决在组织的整个渠道，子渠道，系统和应用程序中发生的事件。 系统接收与两个或多个事件相关的信息，其中每个事件与业务信道，子信道或应用中的一个或多个事件相关联。 系统将信息存储在存储设备上。 系统跟踪事件发生和解决之间至少一个事件的状态。 系统在用户界面上显示与频道，子频道，应用程序或个人事件级别相关的事件信息。