CN112633751A - System for prejudging product running state based on product alarm and fault data - Google Patents
System for prejudging product running state based on product alarm and fault data Download PDFInfo
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Abstract
The invention discloses a system for prejudging the running state of a product based on product alarming and fault data, which comprises: the system comprises an availability management module, a performance management module, a quality index management module and a complaint management module; the availability management module monitors two angles of occurrence frequency, repetition rate and service level agreement SLA to analyze the availability of the product and determine the availability of the product; the performance management module determines a performance index according to the response rate in time, and the quality index management module determines a quality management index according to three indexes of a data packet arrival rate, a data return error rate and data inefficiency; the complaint management module analyzes and counts the complaint quantity and the timely solution quantity of the products used by the users in a certain period to agree the complaint solution rate index. The invention solves the problems that the running state of the existing product can not be actively acquired and is not effectively supervised.
Description
Technical Field
The invention relates to the technical field of product operation, in particular to a system for prejudging a product running state based on product alarming and fault data.
Background
Aiming at the problem that how to effectively pay attention to user experience in real time in the product operation process, an enterprise manager cannot follow the product operation quality in real time at present; the operation quality of the product is related to which factors, how to determine the measurement indexes of the related factors, and which algorithms are used for realizing the operation quality cannot be accurately determined.
At present, in the internet and product operation type enterprises, the experience index of a product operation user is determined through service model judgment, a service monitoring alarm event and a service fault comprehensive analysis algorithm, so that the maturity of product operation can be clearly judged at the high level of the enterprise.
Disclosure of Invention
Therefore, the invention provides a system for prejudging the running state of a product based on product alarming and fault data, which aims to solve the problems that the running state of the existing product cannot be actively acquired and is not effectively supervised.
In order to achieve the above purpose, the invention provides the following technical scheme:
the invention discloses a system for prejudging the running state of a product based on product alarming and fault data, which comprises: the system comprises an availability management module, a performance management module, a quality index management module and a complaint management module; the availability management module monitors two angles of occurrence frequency, repetition rate and service level agreement SLA to analyze the availability of the product and determine the availability of the product; the performance management module determines a performance index according to the response rate in time, and the quality index management module determines a quality management index according to three indexes of a data packet arrival rate, a data return error rate and data inefficiency; the complaint management module analyzes and counts the complaint quantity and the timely solution quantity of the products used by the users in a certain period to agree the complaint solution rate index.
Furthermore, the availability management module comprises two indexes of an alarm rate and a repetition rate and a service level agreement SLA, wherein the service level agreement SLA is a direct reason for influencing user experience, and the alarm frequency and the repetition rate are basic indexes.
Furthermore, the overall stability of the platform with high alarm frequency and repetition rate is weak, problems may occur at any time, the service level agreement SLA is a fault caused by problem accumulation or other non-subjective factors, the weight of the alarm frequency and repetition rate is 80%, and the weight of the fault rate of the service level agreement SLA is 20%.
Further, the performance management module calculates by using two indexes, namely an arrival rate and a timely response rate, wherein the arrival rate reflects whether an area where the product is located covers 80% of a client network environment, and the timely response rate refers to a rate of whether the product can answer the client within a specified time after receiving a user request.
Further, the timely response rate weight proportion in the performance management module is 80%, and the arrival rate weight proportion is 20%.
Further, the quality index management module measures the error rate and the effective rate, the two indexes of the error rate and the ineffective rate can be interchanged, the two indexes can be used for the Web service, and the error rate and the ineffective rate can be regarded as the same for the SIP service.
Further, the error rate weight in the quality index management module accounts for 80%, and the effectiveness weight accounts for 20%, and the calculation is performed according to the day unit.
Furthermore, the complaint management module comprises two indexes of complaint rate and problem resolution, wherein the complaint rate accounts for 80% of the weight, and the problem resolution accounts for 20% of the weight.
The invention has the following advantages:
the invention discloses a system for prejudging the running state of a product based on product alarming and fault data, which is used for actively collecting the running state of the product, effectively monitoring and judging the running state of the product, confirming the user experience index of the product running through a service model judgment, a service monitoring alarming event and a service fault comprehensive analysis algorithm, so that the high-rise of an enterprise can clearly judge the maturity of the product operation and improve the user experience.
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In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below. It should be apparent that the drawings in the following description are merely exemplary, and that other embodiments can be derived from the drawings provided by those of ordinary skill in the art without inventive effort.
The structures, ratios, sizes, and the like shown in the present specification are only used for matching with the contents disclosed in the specification, so as to be understood and read by those skilled in the art, and are not used to limit the conditions that the present invention can be implemented, so that the present invention has no technical significance, and any structural modifications, changes in the ratio relationship, or adjustments of the sizes, without affecting the effects and the achievable by the present invention, should still fall within the range that the technical contents disclosed in the present invention can cover.
Fig. 1 is a flowchart of a system for predicting a product operating state based on product alarm and fault data according to an embodiment of the present invention;
Detailed Description
The present invention is described in terms of particular embodiments, other advantages and features of the invention will become apparent to those skilled in the art from the following disclosure, and it is to be understood that the described embodiments are merely exemplary of the invention and that it is not intended to limit the invention to the particular embodiments disclosed. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Example 1
The embodiment discloses a system for prejudging the running state of a product based on product alarming and fault data, which comprises: the system comprises an availability management module, a performance management module, a quality index management module and a complaint management module; the availability management module monitors two angles of occurrence frequency, repetition rate and service level agreement SLA to analyze the availability of the product and determine the availability of the product; the performance management module determines a performance index according to the response rate in time, and the quality index management module determines a quality management index according to three indexes of a data packet arrival rate, a data return error rate and data inefficiency; the complaint management module analyzes and counts the complaint quantity and the timely solution quantity of the products used by the users in a certain period to agree the complaint solution rate index.
The availability management module comprises two indexes of an alarm rate, a repetition rate and a service level agreement SLA, wherein the service level agreement SLA is a direct reason for influencing user experience, and the alarm frequency and the repetition rate are basic indexes; the alarm frequency and the repetition rate are high, the overall stability of the platform is weak, problems can occur at any time, the SLA is a service level agreement SLA which is a fault caused by problem accumulation or other non-subjective factors, the weight of the alarm frequency and the repetition rate is 80%, and the weight of the fault rate of the SLA is 20%.
In this embodiment, taking a CRM system as an example, a formula may be expressed as:
stab [ CRM ] ═ 1- ((alarm frequency + repeat alarm rate) × 80% + failure rate × 20%);
the CRM product has 50 hosts in total, service monitoring is 10, 10 hosts are alarmed in one day, repeated alarming is 13/24, no fault occurs in the day, and the method is calculated according to a formula as follows:
Stab[CRM]＝1-((10/(50+10)+13/24)*80％+0*20％)＝0.4939。
the performance management module calculates by using two indexes of an arrival rate and a timely response rate, wherein the arrival rate reflects whether an area where a product is located covers 80% of a client network environment, and the timely response rate refers to the rate of whether the product can answer a client within a specified time after receiving a user request. In the two indexes, in the production line operation process, the attention degree of experience indexes of the timely response rate is higher, so that the timely response rate weight proportion in the performance management module is 80%, and the arrival rate weight proportion is 20%.
In this embodiment, taking a Wincall product as an example, the Wincall product can be expressed as follows:
perf [ Wincall ] + 80% arrival rate + 20% immediate response rate;
the Wincall product has 5 ten thousand client requests, only 4 ten thousand arrival requests and 3.5 ten thousand timely responses after 4 arrival requests, and the following is calculated according to a formula:
Perf[wincall]＝4/5*80％+3.5/4*20％＝0.815。
the quality index management module measures through the error rate and the effective rate, the error rate and the invalidity can be interchanged, the two indexes can be used for Web services, and the error rate and the invalidity can be regarded as the same for SIP services; the error rate is a key quality index influencing user experience, the effective rate is low, the weight of the error rate in the quality index management module accounts for 80%, the weight of the effectiveness accounts for 20%, and the calculation is carried out according to day as a unit.
In this embodiment, taking CTI service as an example, the CTI service can be expressed as follows:
quality [ CTI ] ═ 1- (error rate 80% + inefficiency 20%);
the problem of single pass occurring in the first two weeks of the client is that the quality index is as follows, assuming that the total request is 1000 times, 200 times are single pass or error, and the other 800 times are normal:
Quality[CTI]＝1-200/1000*100％＝0.8。
the complaint management module comprises two indexes of complaint rate and problem solution rate, wherein the problem number is a main index for measuring the experience of a product, and aiming at the same problem, the rate of customer concentrated complaints is a problem which is mainly concerned, the complaint rate weight accounts for 80 percent, and the problem solution rate weight accounts for 20 percent.
In this embodiment, taking the CustOnSrv service as an example, the CustOnSrv service can be expressed by a formula as follows:
complain [ CustOnSrv ] + complaint rate 80% + resolution 20%;
the new online version of the user center has 5 problems in total, and there are ten customer complaints, wherein four customers complain about the same two problems, and the two problems are repaired at the specified time, and then the complaint indexes are as follows:
Complain[CustOnSrv]＝8/50*80％+1*20％＝0.328。
referring to fig. 1, the present embodiment discloses a specific system workflow:
the availability management module is used for carrying out alarm frequency management and SLA management;
the alarm frequency management comprises alarm frequency and alarm repetition rate, and the SLA management comprises monthly fault rate;
determining a stability index by integrating the alarm frequency, the alarm repetition rate and the monthly fault rate;
the performance management module is used for managing the response rate and mainly determining a performance index according to the timely response rate;
the quality index module mainly performs arrival rate management, error rate management and inefficiency management;
determining a quality index by integrating the arrival rate, the error rate and the inefficiency;
the complaint management module integrates the complaint rate and the problem resolution rate to determine a complaint index;
and calculating the user experience analysis index by integrating the stability index, the performance index, the quality index and the complaint index of the system.
The system for prejudging the running state of the product based on the product alarm and fault data actively collects the running state of the product, effectively supervises the running state of the product, judges through a service model, confirms the user experience index of the product running through a service monitoring alarm event and a service fault comprehensive analysis algorithm, and accordingly enables the high-rise of an enterprise to clearly judge the maturity of the product running and improves the user experience.
Although the invention has been described in detail above with reference to a general description and specific examples, it will be apparent to one skilled in the art that modifications or improvements may be made thereto based on the invention. Accordingly, such modifications and improvements are intended to be within the scope of the invention as claimed.
Claims (8)
1. A system for predicting product operating conditions based on product alarms and fault data, the system comprising: the system comprises an availability management module, a performance management module, a quality index management module and a complaint management module; the availability management module monitors two angles of occurrence frequency, repetition rate and service level agreement SLA to analyze the availability of the product and determine the availability of the product; the performance management module determines a performance index according to the response rate in time, and the quality index management module determines a quality management index according to three indexes of a data packet arrival rate, a data return error rate and data inefficiency; the complaint management module analyzes and counts the complaint quantity and the timely solution quantity of the products used by the users in a certain period to agree the complaint solution rate index.
2. The system for predicting the operational status of a product based on product alarm and fault data as claimed in claim 1, wherein the availability management module comprises two indexes of alarm rate and repetition rate and service level agreement SLA, the SLA is a direct reason for influencing the user experience, and the alarm frequency and repetition rate are basic indexes.
3. The system for predicting the operational status of a product based on product alarm and fault data of claim 2, wherein the overall stability of the high-frequency and high-repetition-rate surface platform is weak, and problems may occur at any time, the service level agreement SLA is a problem caused by problem accumulation or other non-subjective factors, the alarm frequency and repetition rate are weighted 80%, and the fault rate of the service level agreement SLA is weighted 20%.
4. The system according to claim 1, wherein the performance management module performs calculation using two indexes, namely an arrival rate and a response rate in time, the arrival rate is a rate that indicates whether an area where the product is located covers 80% of a client network environment, and the response rate in time is a rate that the product can answer clients within a specified time after receiving a user request.
5. The system for predicting the operational status of a product based on product alarm and fault data of claim 4, wherein the timely response rate weight ratio in the performance management module is 80% and the arrival rate weight ratio is 20%.
6. The system according to claim 1, wherein the quality index management module measures the error rate and the effectiveness, and the two indexes can be interchanged, so that the two indexes can be used for the Web service and the error rate and the effectiveness can be considered to be the same for the SIP service.
7. The system for predicting the operating state of a product based on product alarm and fault data as claimed in claim 6, wherein the error rate weight in the quality index management module accounts for 80% and the effectiveness weight accounts for 20%, and the calculation is performed in units of days.
8. The system for predicting the operating state of a product based on product alarm and fault data as claimed in claim 1, wherein the complaint management module comprises two indexes of complaint rate and problem resolution, the complaint rate is 80% in weight and the problem resolution is 20% in weight.
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN115695220A (en) * | 2022-12-14 | 2023-02-03 | 深圳富联富桂精密工业有限公司 | Method and device for calculating service performance index effect value |
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| CN104158721A (en) * | 2014-07-15 | 2014-11-19 | 神州数码融信软件有限公司 | Basic information interaction system |
| CN106203836A (en) * | 2016-07-12 | 2016-12-07 | 中国石油化工股份有限公司 | A kind of appraisal procedure of oil refining enterprise equipment dependability performance management |
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| CN103888287A (en) * | 2013-12-18 | 2014-06-25 | 北京首都国际机场股份有限公司 | Information system integrated operation and maintenance monitoring service early warning platform and realization method thereof |
| CN104158721A (en) * | 2014-07-15 | 2014-11-19 | 神州数码融信软件有限公司 | Basic information interaction system |
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