The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Nov. 19, 2013
Filed:
Apr. 22, 2009
Daniel Douglas Grace, Waxhaw, NC (US);
Srinivas Darga, Charlotte, NC (US);
Eric Nathaniel Hunsaker, Huntersville, NC (US);
Bryce Robert Elliott, Huntersville, NC (US);
Rajaraman Viswanathan, Allen, TX (US);
Michael J. Schreder, Concord, NC (US);
Greg M. Lavelle, Jacksonville, FL (US);
Darryl Alan Sansbury, Charlotte, NC (US);
Christine Roche, Charlotte, NC (US);
Rama Rao Pandrapagada, Charlotte, NC (US);
Daniel Douglas Grace, Waxhaw, NC (US);
Srinivas Darga, Charlotte, NC (US);
Eric Nathaniel Hunsaker, Huntersville, NC (US);
Bryce Robert Elliott, Huntersville, NC (US);
Rajaraman Viswanathan, Allen, TX (US);
Michael J. Schreder, Concord, NC (US);
Greg M. Lavelle, Jacksonville, FL (US);
Darryl Alan Sansbury, Charlotte, NC (US);
Christine Roche, Charlotte, NC (US);
Rama Rao Pandrapagada, Charlotte, NC (US);
Bank of America Corporation, Charlotte, NC (US);
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.