Bank of America Corporation

Christine Roche

Eric Nathaniel Hunsaker

Daniel Douglas Grace

William Cather Steincamp, Ii

Timothy McClellan

Jerome K Licup

Selmer R Peterson

Shawn Maurice Abrams

Srinivas Darga

Darryl Alan Sansbury

Rajaraman Viswanathan

Greg M Lavelle

Rama Rao Pandrapagada

Bryce Robert Elliott

Michael J Schreder

John Daniel Davidson

Gregory Lewis

Hollie Hayes Newton

A method for managing information relating to a change deployment in order to communicate some or all the information to a plurality of users includes providing an interface to users at workstations accessible by the users, receiving information comprising a plurality of messages from users communicating via the workstations during a change deployment session, initiating display of at least one of the messages to the users via the interface, initiating display of task data to the users via the interface, the task data corresponding to at least one task necessary for completing the change deployment, logging event data related to a plurality of events associated with the change deployment conference session, the event data comprising task status data indicating the status of the at least one task necessary for completing the change deployment, and initiating display of at least some of the event data to the users via the interface.

Information management change deployment system

A method for managing information relating to a deployment of changes in order to communicate some or all the information to users includes providing an interface to a plurality of users at a plurality of workstations accessible by one or more of the users, receiving information comprising initiative data corresponding to each of the plurality of changes, the initiative data comprising data relating to a plurality of parameters corresponding to each of the plurality of changes, initiating display of some or all the initiative data corresponding to some or all the plurality of changes, logging event data related to a plurality of events associated with the deployment of the plurality of changes, the event data comprising change status data indicating a status of at least one of the plurality of changes, and initiating display of at least some of the event data to the users via the interface.

Information management detailed task scheduler system

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.

Performance dashboard monitoring for the knowledge management system

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.

Knowledge management system

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.

Operational reliability index for the knowledge management system

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.

Academy for the knowledge management system

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.

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Huntersville, NC, United States of America

Christine Roche