Abstract: A method and system of managing incidents in a system by employing preemptive incident prevention and self-healing processing. The method detects potential incidents and actual incidents in the system and performs self-healing prevention actions for any detected potential incidents and performs self-healing actions for any detected or notified incidents. The system performs an automated root cause analysis for event notifications related to an incident.

Abstract: In one embodiment, a system for the realization of operational risk in a network includes an interface to receive a change request to update a network application, the network application utilizes a network device. The system may then use a processor communicatively coupled to the interface to generate a change risk score associated with the change request, wherein the change risk score includes a service tier risk score, a time risk score, a day risk score, a security risk score, and a mobile device risk score. The processor may determine whether the change risk score is within a high-risk level, and if so, implement a change counter measure.

Abstract: In one embodiment, a system for the realization of operational risk in a network includes an interface to receive a change request to update a network application, the network application utilizes a network device. The system may then use a processor communicatively coupled to the interface to generate a change risk score associated with the change request, wherein the change risk score includes a service tier risk score, a time risk score, a day risk score, a security risk score, and a mobile device risk score. The processor may determine whether the change risk score is within a high-risk level, and if so, implement a change counter measure.

Abstract: A system assesses one or more applications for retirement. The system includes a processing device configured for receiving attribute data corresponding to one or more of a plurality of applications. The processing device is further configured for determining one or more of the plurality of applications to assess for retirement, translating at least some of the received attribute data into two or more translated values based at least in part on one or more predetermined values, and summing two or more of the translated values, thereby resulting in one or more combined values. The processing device is further configured for calculating one or more cumulative values based at least in part on the one or more combined values and converting the one or more cumulative values, thereby resulting in one or more probability values each indicating the probability of retirement of one of the one or more applications.

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: 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.

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.

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: 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: A system assesses one or more applications for retirement. The system includes a processing device configured for receiving attribute data corresponding to one or more of a plurality of applications. The processing device is further configured for determining one or more of the plurality of applications to assess for retirement, translating at least some of the received attribute data into two or more translated values based at least in part on one or more predetermined values, and summing two or more of the translated values, thereby resulting in one or more combined values. The processing device is further configured for calculating one or more cumulative values based at least in part on the one or more combined values and converting the one or more cumulative values, thereby resulting in one or more probability values each indicating the probability of retirement of one of the one or more applications.

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: 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: 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: 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.

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.