CN112633751B - 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 alarm 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 the occurrence frequency, the repetition rate and the service level agreement SLA angle to analyze the availability of the product and determine the availability of the product; the performance management module determines performance indexes according to the timely response rate, and the quality index management module determines quality management indexes from three indexes of the arrival rate of the data packet, the data return error rate and the data inefficiency; the complaint management module analyzes and counts the complaint quantity of the products used by the users in a certain period and the quantity solved in time to agree with the complaint resolution index. The invention solves the problems that the running state of the existing product can not be actively collected and is not effectively monitored.
Description
Technical Field
The invention relates to the technical field of product operation, in particular to a system for prejudging the running state of a product based on product alarm and fault data.
Background
In the process of product operation, an enterprise manager effectively pays attention to user experience in real time, and the quality of product operation can not be realized at present; the operation quality of the product is related to which factors, how the measurement indexes of the related factors are determined, and which algorithms are used for realizing the inaccurate determination.
At present, the Internet and product operation enterprises determine the product operation user experience index through a service model judgment, a service monitoring alarm event and a service fault comprehensive analysis algorithm, so that the enterprise high-level can clearly judge the maturity of the product operation.
Disclosure of Invention
Therefore, the invention provides a system for prejudging the running state of a product based on product alarm and fault data, which aims to solve the problem that the running state of the existing product cannot be actively collected and is not effectively monitored.
In order to achieve the above object, the present invention provides the following technical solutions:
the invention discloses a system for prejudging the running state of a product based on product alarm 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 the occurrence frequency, the repetition rate and the service level agreement SLA angle to analyze the availability of the product and determine the availability of the product; the performance management module determines performance indexes according to the timely response rate, and the quality index management module determines quality management indexes from three indexes of the arrival rate of the data packet, the data return error rate and the data inefficiency; the complaint management module analyzes and counts the complaint quantity of the products used by the users in a certain period and the quantity solved in time to agree with the complaint resolution index.
Further, 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 cause for influencing user experience, and the alarm rate and the repetition rate are basic indexes.
Further, the overall stability of the surface platform with high alarm frequency and repetition rate is weak, problems possibly occur at any time, service level agreement SLA is a problem accumulation or faults caused by other non-subjective factors, the weight of the alarm frequency and the repetition rate is 80%, and the fault rate weight 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 is a rate for reflecting whether an area where a product is located covers 80% of a client network environment, and the timely response rate is a rate for reflecting whether the product can answer a client in a specified time when receiving a user request.
Further, the timely response rate weight ratio in the performance management module is 80%, and the arrival rate weight ratio is 20%.
Further, the quality index management module measures through error rate and effective rate, the error rate and invalidity can be exchanged, the quality index management module can be used for Web services, and the error rate and invalidity can be regarded as the same for SIP services.
Further, in the quality index management module, the error rate weight ratio is 80%, the effectiveness weight ratio is 20%, and the calculation is performed according to the unit of day.
Further, the complaint management module comprises two indexes of complaint rate and problem solving rate, wherein the complaint rate weight accounts for 80%, and the problem solving rate weight accounts for 20%.
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 supervising and judging the running state of the product, and confirming the running user experience index of the product through a service model judgment, a service monitoring alarming event and a service fault comprehensive analysis algorithm, so that an enterprise high-level can clearly judge the maturity of the product operation, and the user experience is improved.
Drawings
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 will be apparent to those skilled in the art from this disclosure that the drawings described below are merely exemplary and that other embodiments may be derived from the drawings provided without undue effort.
The structures, proportions, sizes, etc. shown in the present specification are shown only for the purposes of illustration and description, and are not intended to limit the scope of the invention, which is defined by the claims, so that any structural modifications, changes in proportions, or adjustments of sizes, which do not affect the efficacy or the achievement of the present invention, should fall within the ambit of the technical disclosure.
FIG. 1 is a flow chart of a system for predicting the running state of a product based on product alarm and fault data according to an embodiment of the present invention;
Detailed Description
Other advantages and advantages of the present invention will become apparent to those skilled in the art from the following detailed description, which, by way of illustration, is to be read in connection with certain specific embodiments, but not all embodiments. All other embodiments, which can be made by those skilled in the art based on the embodiments of the invention without making any inventive effort, are intended to be within the scope of the invention.
Example 1
The embodiment discloses a system for prejudging product running state based on product alarm and fault data, the system 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 the occurrence frequency, the repetition rate and the service level agreement SLA angle to analyze the availability of the product and determine the availability of the product; the performance management module determines performance indexes according to the timely response rate, and the quality index management module determines quality management indexes from three indexes of the arrival rate of the data packet, the data return error rate and the data inefficiency; the complaint management module analyzes and counts the complaint quantity of the products used by the users in a certain period and the quantity solved in time to agree with the complaint resolution index.
The availability management module comprises two indexes of alarm rate, repetition rate and service level agreement SLA, wherein the service level agreement SLA is a direct cause for influencing user experience, and the alarm rate and the repetition rate are basic indexes; the overall stability of the surface platform with high alarm frequency and repetition rate is weak, problems possibly 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 the repetition rate is 80%, and the fault rate weight of the service level agreement SLA is 20%.
In this embodiment, taking the CRM system as an example, the formula can be expressed as:
stab [ CRM ] = 1- ((alarm frequency + repetition alarm rate) ×80% + failure rate ×20%);
the CRM product has 50 total hosts, the business monitoring is 10, 10 hosts are alarmed in one day, the repeated alarm is 13/24, no fault occurs in the same day, and the method is calculated as follows according to the formula:
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 is a rate for reflecting whether an area where a product is located covers 80% of a client network environment, and the timely response rate refers to whether the product can answer a client in a specified time when receiving a user request. In the process of production line operation, the experience index of the timely response rate needs to have higher attention, so that the timely response rate weight ratio in the performance management module is 80%, and the arrival rate weight ratio is 20%.
In this embodiment, taking Wincall product as an example, the expression can be expressed as:
perf [ Wincall ] = arrival rate 80% + response rate in time 20%;
the Wincall product has 5 ten thousand client requests, only 4 ten thousand arrives, and only 3.5 ten thousand timely responses of the 4 arrives, and the method is calculated as follows:
Perf[wincall]＝4/5*80％+3.5/4*20％＝0.815。
the quality index management module measures the error rate and the effective rate, the error rate and the invalidity can be exchanged, the quality index management module 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 affecting user experience, the effective rate is inferior, the error rate weight in the quality index management module accounts for 80%, the effective weight accounts for 20%, and the effective weight is calculated according to the unit of a day.
In this embodiment, taking CTI service as an example, the expression can be expressed as:
quality [ CTI ] =1- (error rate 80% + invalidity 20%);
the single pass problem occurring in the first two weeks of the client assumes that a total of 1000 requests, 200 single passes or errors and the other 800 normal, the quality index is:
Quality[CTI]＝1-200/1000*100％＝0.8。
the complaint management module comprises two indexes of complaint rate and problem solving rate, wherein the problem number is a main index for measuring the experience of the product, the customer concentrates the complaint rate aiming at the same problem, the complaint rate weight accounts for 80% and the problem solving rate weight accounts for 20% for the problem which is focused.
In this embodiment, taking the custon srv service as an example, the formula can be expressed as:
complain [ CustOnSrv ] = complaint rate 80% + resolution 20%;
the new version of user center online has appeared 5 problems altogether, has altogether ten customer complaints, and wherein has four customers to two same problems complaint, and two problems have been restoreed in the stipulation time, and then complaint index is:
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 month failure rate;
determining a stability index by integrating the alarm frequency, the alarm repetition rate and the month failure rate;
the performance management module carries out response rate management and mainly determines performance indexes according to the timely response rate;
the quality index module is mainly used for carrying out 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 synthesizes the complaint rate and the problem solving rate to determine complaint indexes;
the system calculates a user experience analysis index according to the comprehensive stability index, the performance index, the quality index and the complaint index.
According to the system for prejudging the product running state based on the product alarm and fault data, disclosed by the embodiment, the product running state is actively collected and effectively monitored, and the product running user experience index is confirmed through service model judgment, service monitoring alarm event and service fault comprehensive analysis algorithm, so that the maturity of product running can be clearly judged by an enterprise high-level, and the user experience is improved.
While the invention has been described in detail in the foregoing general description and specific examples, it will be apparent to those skilled in the art that modifications and improvements can be made thereto. Accordingly, such modifications or improvements may be made without departing from the spirit of the invention and are intended to be within the scope of the invention as claimed.
Claims (4)
1. A system for predicting product operational status based on product alarm 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 the occurrence frequency, the repetition rate and the service level agreement SLA angle to analyze the availability of the product and determine the availability of the product; the performance management module determines performance indexes according to the timely response rate, and the quality index management module determines quality management indexes from three indexes of the arrival rate of the data packet, the data return error rate and the data inefficiency; the complaint management module analyzes and counts the complaint quantity of the products used by the users in a certain period and the quantity solved in time to agree with the complaint resolution index;
the availability management module comprises two indexes of alarm rate, repetition rate and service level agreement SLA, wherein the service level agreement SLA is a direct cause for influencing user experience, and the alarm rate and the repetition rate are basic indexes;
the overall stability of the surface platform with high alarm frequency and repetition rate is weak, problems possibly occur at any time, service level agreement SLA is a problem accumulation or faults caused by other non-subjective factors, the weight of the alarm frequency and the repetition rate is 80%, and the fault rate weight of the service level agreement SLA is 20%;
the performance management module calculates by using two indexes of an arrival rate and a timely response rate, wherein the arrival rate is a rate for reflecting whether an area where a product is located covers 80% of a client network environment, and the timely response rate is a rate for responding to clients in a specified time when the product receives a user request;
the timely response rate weight ratio in the performance management module is 80%, and the arrival rate weight ratio is 20%.
2. The system for predicting product operation status based on product alarm and fault data as claimed in claim 1, wherein said quality index management module measures through error rate and efficiency, the error rate and invalidity two indexes can be interchanged, both can be used for Web service, and can be regarded as same for SIP service error rate and invalidity.
3. The system for predicting product operation status based on product alarm and fault data as claimed in claim 2, wherein the error rate weight ratio in the quality index management module is 80%, the effectiveness weight ratio is 20%, and the calculation is performed in units of days.
4. The system for predicting product operation status based on product alarm and fault data according to claim 1, wherein the complaint management module comprises two indexes of complaint rate and problem solving rate,
complaint rate weight is 80%, and problem solving rate weight is 20%.
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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 |
| CN107194826A (en) * | 2017-06-16 | 2017-09-22 | 北京航空航天大学 | A kind of manufacture system Gernral Check-up and Forecasting Methodology based on quality state Task Network |
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| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| 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 |
| 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 |
| CN107194826A (en) * | 2017-06-16 | 2017-09-22 | 北京航空航天大学 | A kind of manufacture system Gernral Check-up and Forecasting Methodology based on quality state Task Network |
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