JP2006343987A - System, method and program for supporting maintenance of maintenance object - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a maintenance support system, method and program for the object of maintenance that enable failure analysis even without knowledge or experience so that users are easily and clearly guided on the details of failures, recovery work and the like. <P>SOLUTION: The USB interface 24 of a USB memory device 21 is connected to the USB interface 14 of a computer device 11 which is the object of maintenance, and log information for a computer crisis 11 is obtained and recorded in the USB memory device 21. Next, the USB interface 24 of the USB memory device 21 is connected to the USB interface 35 of a cellphone 31 and the log information in the USB memory device 21 is sent to the maintenance support server 61 via the cellphone 31. Information about the results of failure analysis by the maintenance support server 61 based on the log information is received by the cellphone 31 and displayed in the display part 33 of the cellphone 31. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a maintenance target maintenance support apparatus, a maintenance target maintenance support method, and a maintenance target maintenance support program that support maintenance work related to a system such as a computer device as a maintenance target.

  Conventionally, in systems such as computer equipment that is subject to maintenance, failures may occur due to various causes that occur during operation and maintenance may be required, but maintenance personnel are abundant for investigating the cause of failures. Technical knowledge and experience are required. However, even the skilled maintenance staff may find it difficult to investigate the cause of the failure.

  For this reason, various methods for supporting the maintenance of systems such as computer equipment have been proposed. For example, when a failure occurs, detailed information such as a failure message is transmitted from the user computer device to the failure analysis system via the network, and the failure analysis system performs the failure analysis. There is known a computer failure handling automation system in which an analysis result is transferred to a parts management system and the parts management system arranges a suspected part (for example, see Patent Document 1).

  Also, for one thing, self-diagnosis means are incorporated into electrical equipment, and the result of self-diagnosis at the time of failure is sent to the maintenance service terminal to identify the parts that require maintenance, repair companies, repair delivery times, and costs, A maintenance service method is known in which the specified result is displayed on a display screen of a maintenance service terminal (for example, see Patent Document 2).

  In addition, as another failure analysis method, there is a method in which a maintenance person who wants to perform maintenance work collects log information from the computer device and analyzes it when a failure occurs in the user computer device. In order for maintenance personnel to analyze the cause of failure, a wealth of technical knowledge and experience is required. However, if analysis is difficult, log information is sent to that department in order to contact the department that analyzes log information. And wait for the analysis result.

JP 2001-306360 A JP 2002-297809 A

  However, in the first conventional example, when a failure occurs, detailed failure information such as a failure message is transmitted to the failure analysis system, and the analysis result is transferred to the component management system to arrange the suspected component. However, the details of the failure detailed information are not disclosed. Therefore, the function of making the CPU of each user computer device to be shipped recognize when the failure occurs and the failure detailed information are collected and created. A dedicated application that realizes the function to be performed is required separately, which increases the overall cost in production.

  In particular, in the first conventional example, when collecting the detailed failure information, the CPU must search the state of each part in the computer device from the beginning until it finishes searching for the state of the failure, This process takes time.

  In the second conventional example, when a failure occurs, the self-diagnosis result is transmitted to the maintenance service terminal, the parts requiring repair, the repair agent, the repair delivery date, and the cost are specified, and the display screen of the maintenance service terminal is displayed. This is not only because of the fact that self-diagnosis means are incorporated into electrical equipment, but also the problem of incurring high costs, and it is not possible to immediately display specific results on the screen. It was insufficient.

  In the third conventional example, in order for maintenance personnel to collect log information, technical knowledge and experience regarding the target computer device such as the location where the log information is stored and the means for collecting the log information are required. In order to analyze failures after collecting log information, more technical knowledge and experience were required.

  In particular, in the third conventional example, when failure analysis by maintenance personnel is difficult, after sending and inquiring to a department that analyzes log information, the analysis result must be waited until the analysis result is obtained. In addition, it takes time to arrange the replacement parts because the work contents are known. Furthermore, when maintenance personnel explain the details of failure or recovery work to users, there is no way to support them, and it is necessary to have a verbal explanation that is easy to understand and understand, and the time until recovery can be calculated. In some cases, it was difficult, and it took time to create a quote for presenting work costs.

  On the other hand, a USB memory device is known in which data is input and stored from a computer device via a USB interface control unit, and the stored data is output to the computer device. This supports system maintenance. However, even if the USB memory device converts a desired file into log information, the USB memory device only becomes expensive, and there are a variety of technologies from there. There is an inconvenience that maintenance of a computer device cannot be supported at low cost without knowledge and experience.

  The present invention solves the above-mentioned problems of the conventional technology, and can perform failure analysis easily at low cost without abundant technical knowledge and experience, and can be effectively displayed on the work contents. It is an object to provide a maintenance support system, a maintenance support method for a maintenance target, and a maintenance support program for a maintenance target.

  In order to achieve the above object, the present invention provides a maintenance target maintenance support system that supports maintenance of a maintenance target, and obtains log information in the maintenance target via the maintenance target USB interface. Storing the log information and transmitting the log information to the maintenance support server through a stationary or portable terminal, the analysis result information based on the log information from the maintenance support server received by the terminal, It displays on the display part of the said terminal (Claim 1).

  For example, when the USB memory device is connected to a maintenance target USB interface via a USB cable or a single USB terminal, the maintenance target log information is acquired from the maintenance target and stored. For example, when the USB memory device is connected to a terminal via a USB cable or a single USB terminal, the log information in the USB memory device is transmitted to the maintenance support server via the terminal. Since the analysis result information based on the log information from the maintenance support server is displayed on the display unit of the terminal, the maintenance content (recovery work content, recovery cost, etc.) can be easily understood at a glance.

  Further, the present invention is a maintenance support system for maintenance that supports maintenance of a maintenance target, and a USB memory device that acquires and stores log information in the maintenance target via the maintenance target USB interface; The log information is acquired from the USB memory device, the log information is transmitted to the maintenance support server, and the analysis result information based on the log information from the maintenance support server is received and displayed on the display unit. And a portable or portable terminal (claim 2).

  Similarly, when a USB memory device is connected to a maintenance target USB interface via a USB cable or a single USB terminal, for example, the maintenance target log information is acquired from the maintenance target and stored. For example, when the USB memory device is connected to a terminal via a USB cable or a single USB terminal, the log information in the USB memory device is transmitted to the maintenance support server via the terminal. Since the analysis result information based on the log information from the maintenance support server is displayed on the display unit of the terminal, the maintenance content (recovery work content, recovery cost, etc.) can be easily understood at a glance.

  In the present invention, the terminal acquires the log information in the USB memory device via the USB interface of the terminal (claim 3).

  Furthermore, in the present invention, the maintenance support server specifies a replacement part name, a recovery time, a maintenance cost, and an estimate based on the analysis, and includes the specified information in the analysis result information. Processing to transmit to the terminal is performed (claim 4).

  Since the estimate including the replacement part name, recovery time, and maintenance cost can be displayed on the display unit of the terminal described above, the maintenance content (recovery work content, recovery cost, etc.) is more easily understood at a glance. be able to.

  According to the present invention, the maintenance support server performs a process of arranging a part having the replacement part name based on the analysis.

  Since replacement parts necessary for the restoration of the maintenance target can be automatically arranged, the maintenance work can be made more efficient, and the maintenance work can be performed in a shorter time.

  Further, in the present invention, the maintenance support server transmits information on a “confirm” button that can be used to select confirmation of the recovery work to be maintained to the terminal, and displays the information on the display unit of the terminal. When information indicating confirmation is received from the terminal as the button is operated, a process of arranging a part having the replacement part name is performed based on the analysis (claim 6).

  The maintenance support server can determine whether or not to arrange replacement parts based on information indicating confirmation (confirmation of recovery work execution) associated with the operation of the “confirm” button from the terminal. Therefore, it is possible to effectively avoid the confusion and waste of maintenance work (recovery work).

  The present invention is also a maintenance target maintenance support method for supporting maintenance of a maintenance target, wherein a log that causes a USB memory device to acquire log information in the maintenance target via the maintenance target USB interface. An information acquisition step, a transmission step of transmitting the log information in the USB memory device from a stationary or portable terminal to a maintenance support server, and information on an analysis result based on the log information from the maintenance support server. An analysis result display step of receiving the information at the terminal and displaying the information of the analysis result on a display unit of the terminal (claim 7).

  In the log information acquisition process, the USB memory device is connected to the USB interface subject to maintenance via a USB cable or a single USB terminal, thereby acquiring the maintenance target log information in the USB memory device. In the transmission step, by connecting the USB memory device to the terminal, the log information in the USB memory device is transmitted to the maintenance support server via the terminal, and the maintenance support server performs failure analysis. In the analysis result display step, the analysis result information based on the log information from the maintenance support server is received by the terminal and displayed on the display unit of the terminal.

  Further, the present invention is characterized in that the transmitting step includes a step in which the terminal acquires the log information from the USB memory device via a USB interface of the terminal (claim 8).

  Since the USB memory device is connected to the USB interface of the terminal via a USB cable or a single USB terminal, the USB memory device can be activated by receiving power input from the terminal.

  Further, according to the present invention, in the above-described analysis result display step, a “confirm” button is displayed on the display unit of the terminal so that the confirmation of the recovery work to be maintained can be selected. By transmitting information indicating confirmation to the maintenance support server, the maintenance support server is caused to perform a process of arranging a part having the replacement part name based on the analysis (claim 9).

  Similarly, the maintenance support server can determine whether or not to arrange replacement parts based on information indicating confirmation (confirmation of recovery work execution) associated with the operation of the “Confirm” button from the terminal. It is possible to effectively avoid the confusion and waste of maintenance work (recovery work).

  The present invention is also a maintenance target maintenance support program for supporting maintenance of a maintenance target, and acquires log information in the maintenance target to a USB memory device via the maintenance target USB interface. And a first procedure for transmitting the log information in the USB memory device to a maintenance support server via a stationary or portable terminal and performing a failure analysis. It is executed by the CPU of the apparatus (claim 10).

  When the USB memory device is connected to the maintenance target USB interface, the maintenance support program causes the USB memory device to acquire and store log information in the maintenance target. Subsequently, when the USB memory device is connected to the terminal, the second procedure is executed, the log information in the USB memory device is transmitted from the terminal to the maintenance support server, and the failure is analyzed by the maintenance support server.

  Furthermore, the present invention provides a maintenance support program for maintenance to support maintenance of a maintenance target, and receives log information in a USB memory device from a stationary or portable terminal based on the log information. A maintenance support server is configured to execute a first procedure for analyzing a failure to be maintained and a second procedure for transmitting analysis result information to the terminal and displaying the information on a display unit of the terminal ( Claim 11).

  When the maintenance support server receives the log information in the USB memory device from a stationary or portable terminal, the maintenance support program recognizes that in the first procedure, and sends the log information to the maintenance support server. Based on the above, the failure analysis of the maintenance target is performed. Subsequently, in the second procedure, the maintenance support server transmits the information of the analysis result to the terminal and displays it on the display unit of the terminal.

The present invention is also a maintenance support program for maintenance to support maintenance of a maintenance target, and receives log information in a USB memory device from a stationary or portable terminal and based on the log information A first procedure for analyzing a failure to be maintained, a second procedure for transmitting information of the analysis result to the terminal together with information of a “confirm” button and displaying the information on the display unit of the terminal, and display of the terminal A third procedure for performing a process of arranging a part having the replacement part name based on the analysis when information indicating confirmation is received from the terminal in accordance with the operation of the “confirm” button displayed on the screen;
Is executed by a maintenance support server (claim 12).

  The maintenance support program sends the analysis result information and the “confirmation” button information to the terminal in the second procedure, displays the information on the display unit of the terminal, and then operates the “confirmation” button in the third procedure. Therefore, when receiving the information indicating the confirmation from the terminal, the replacement part name based on the analysis is arranged, so that the replacement part is not arranged unnecessarily. Work) can be effectively avoided.

  According to the present invention, even without abundant technical knowledge and experience, failure analysis can be easily performed at low cost, and the time required for failure analysis and the time required for preparing a quote can be reduced. It is possible to easily and clearly guide the user about the failure contents and recovery work, and the convenience can be improved at low cost.

  Hereinafter, a maintenance support system to be maintained according to an embodiment of the present invention will be described. FIG. 1 is a block diagram showing a functional configuration of a maintenance support system to be maintained according to the present embodiment. As shown in FIG. 1, a maintenance support device 1 to be maintained according to the present embodiment includes a USB memory device 21 used for maintenance of a system such as a computer device 11 as a maintenance target, and a stationary or portable device. Terminal 21 and a maintenance support server 61 of the support center 51.

  The computer device 11 is, for example, a general computer device, and includes a CPU, a memory, a fixed disk (HDD), and the like. In terms of functional configuration, at least log information indicating an operation history of each unit of the computer device 11 is stored in the CPU. For example, a log information recording unit 12 such as an HDD, and a log information reading unit 13 such as a CPU for reading log information in the log information recording unit 12. A USB interface 14 is provided that controls transmission and reception of various types of information including information.

  The USB memory device 21 possessed by the maintenance staff includes a log information access unit 22 such as a CPU that acquires log information of the computer device 11 as an example of a maintenance target, and a RAM that stores the log information acquired by the log information access unit 22 And a log information recording unit 23 composed of a memory such as an EPROM, and a USB interface 24 for controlling transmission / reception of various information (including the log information) and commands to / from the USB interface 14 of the computer device 11. Prepare. The CPU (log information access unit 22) establishes a connection to the maintenance support server 61 (to be described later) when the USB interface 24 of the USB memory device 21 is connected to the mobile phone 31 (to be described later). Also do.

  The log information access unit 22 of the USB memory device 21 acquires the log information of the computer device (maintenance target) 11 via both USB interfaces 14 and 24 and stores it in the log information recording unit 23. The USB interfaces 14 and 24 are connected via a USB cable or a single USB terminal. For this reason, a USB cable or a USB terminal may be attached in advance to the USB interface 24 of the USB memory device 21 from the time of manufacture. In the case where the USB cable is attached in advance, it is also preferable that the USB cable is always wound and accommodated in the housing of the USB memory device 21 via, for example, a spiral spring.

  The terminal 31 is a general terminal having a USB interface such as a mobile phone, a PDA, an IP phone, and a mobile computer (hereinafter, a mobile phone is exemplified in this specification). That is, the mobile phone (terminal) 31 possessed by the maintenance staff displays various information related to transmission / reception, and the information transmission / reception unit 32 that transmits / receives various information to / from the network 41 such as the Internet or an intranet via the antenna 32a. For example, a display unit 33 such as a liquid crystal display device and a log information reading unit 34 such as a CPU for reading the log information from the USB memory device 21, and various types of communication with the USB interface 24 of the USB memory device 21 are provided. A USB interface 35 is provided for managing transmission / reception of information (including the log information) and commands.

  The USB interface 35 of the mobile phone 31 and the USB interface 24 of the USB memory device 21 are also connected via the USB cable or USB terminal.

  The log information reading unit 34 of the mobile phone 31 is connected to the USB interface 24 of the USB memory device 21 and the USB interface 35 of the mobile phone 31 itself via the USB cable or USB terminal. The log information is read from 21.

  The log information reading unit 34 of the mobile phone 31 activates the information transmitting / receiving unit 32 and transmits the log information read from the USB memory device 21 to the maintenance support server 61. Further, the log information reading unit 34 causes the display unit 33 provided in the mobile phone 31 to display the analysis result information based on the log information from the maintenance support server 61 received together with the activation of the information transmitting / receiving unit 32.

  Here, only one USB cable or USB terminal may be used. In this case, when the USB memory device 21 acquires log information from the computer device 11 and when the log information is transferred from the USB memory device 21 to the mobile phone 31, the connection destination is changed and used individually. However, two USB cables or USB terminals may be prepared for the USB memory device 21 for the computer device 11 and the mobile phone 31 in advance.

  Note that when transmitting log information or the like from the USB memory device 21 to the mobile phone 31, it is not always necessary to use a USB cable or the like. For example, it is directly connected to a terminal equipped on the mobile phone 31 to transmit information or the like. It is also possible to cope by performing

  The maintenance support server 61 includes a CPU, a database, and the like in the same manner as a general server. However, in terms of functional configuration, various types of information (the above log information, the following log information) Information transmission / reception unit 62 that transmits / receives information (including analysis result information), and the contents of the failure of the computer apparatus 11 and the like and the contents of the recovery work from the log information received from the mobile phone 31, A replacement part that includes a failure analysis unit 63 that identifies a replacement part name, a recovery time, a maintenance cost, an estimate, and the like, and creates information of an analysis result including the specified part, and is determined from the result of the analysis A replacement part arrangement unit 64 that arranges parts of a name is provided.

  The failure analysis unit 63 and the replacement part arrangement unit 64 are functionally realized at any time with the operation of the CPU. In particular, the failure analysis unit 63 sends information on the created analysis result to the information transmission / reception unit 62. It is activated and transmitted to the mobile phone 31. For this reason, the mobile phone 31 specifically receives information on the estimate including the replacement part name, recovery time, maintenance cost, etc., which is the subject of injury, and the estimate is displayed on the display unit 33 in a predetermined format. Will be displayed as text.

  The replacement part arrangement unit 63 of the maintenance support server 61 is, for example, the replacement part name and the replacement part name determined by the failure analysis unit 63 for the parts arrangement server of the parts arrangement department or various computer devices related to the parts arrangement department. Information such as replacement part numbers (codes) is transmitted to process specific parts delivery arrangements.

  Next, an example of a maintenance support method for a maintenance target according to the embodiment of the present invention will be described. First, in the log information acquisition step, the USB memory device 21 acquires log information in the computer device 11 via the USB interface 14 of the computer device 11 that is a maintenance target.

  That is, first, a maintenance person connects, for example, a USB cable between the USB interface 14 of the computer device 11 and the USB interface 24 of the USB memory device 21. Then, power is turned on to the USB memory device 21 from the USB interface 14 of the computer device 11 via the USB cable, and the USB memory device 21 can be activated. At the same time, the log information reading unit (CPU) 13 of the computer device 11 recognizes that the USB cable is connected to the USB interface 14 of the computer device 11. Next, the log information reading unit (CPU) 13 of the computer device 11 outputs connection recognition information to the USB memory device 21. For this reason, the log information access unit (CPU) 22 of the USB memory device 21 that can be activated by obtaining a voltage recognizes the connection recognition information, and the computer device via the USB interface 24 of the USB memory device 21. 11, a response signal (USB memory identification information) and a command requesting transfer of log information are output. The USB memory device 21 does not necessarily require connection recognition information from the computer device 11.

  The log information reading unit (CPU) 13 of the computer device 11 recognizes a response signal (USB memory identification information) and a command for requesting transfer of log information, and reads the log information from the log information recording unit 12. The log information together with the computer device ID information of the device 11 is transferred to the USB memory device 21 via the USB interface 14 of the computer device 11. As a result, the log information access unit (CPU) 22 of the USB memory device 21 acquires the log information (computer device ID) from the computer device 11 via the USB interface 24 of the USB memory device 21, and the USB memory device. The log information is recorded in the log information recording unit 23. Thus, when, for example, end information indicating the end of reading log information is output from the log information reading unit (CPU) 13 of the computer device 11, the log information access unit (CPU) 22 of the USB memory device 21 receives the log information. The storage processing of (computer device ID) is completed. In addition, it is a preferable aspect that the housing or the like of the USB memory device 21 is provided with an LED lamp or the like indicating the end of the log information storage processing.

  Subsequently, in the transmission step, the log information in the USB memory device 21 is transmitted from the mobile phone 31 as a portable terminal to the maintenance support server 61 of the support center 51.

  That is, first, a maintenance person connects, for example, a USB cable between the USB interface 24 of the USB memory device 21 and the USB interface 35 of the mobile phone 31. Then, power is turned on to the USB memory device 21 from the USB interface 35 of the mobile phone 31 via the USB cable, and the USB memory device 21 can be activated. On the other hand, the log information reading unit (CPU) 34 of the mobile phone 31 recognizes that the USB cable is connected to the USB interface 24 of the USB memory device 21. Next, the log information reading unit (CPU) 34 of the mobile phone 31 outputs connection recognition information to the USB memory device 21. Therefore, the log information access unit (CPU) 22 of the USB memory device 21 that can be activated by obtaining a voltage sends a response signal (USB) to the mobile phone 31 via the USB interface 24 of the USB memory device 21. A command requesting reading and transmission of memory identification information, computer device ID), address information of the maintenance support server 61, and log information is output. As described above, the USB memory device 21 does not necessarily require connection recognition information from the mobile phone 31.

  The log information reading unit (CPU) 34 of the mobile phone 31 recognizes a response signal (USB memory identification information), the address information of the maintenance support server 61, and a command for requesting reading and transmission of log information. While outputting a response signal indicating that the log information has been read out to the device 21, the connection with the maintenance support server 61 is established and the connection confirmation information received from the maintenance support server 61 is transferred to the USB memory device 21. To do. For this reason, the log information access unit 22 of the USB memory device 21 reads the log information from the log information recording unit 23 of the USB memory device 21 and sends the log information together with the computer device ID to the USB interface 35 of the mobile phone 31. Send to. The USB memory device 21 does not necessarily require a response signal indicating that log information is read from the mobile phone 31. The log information reading unit (CPU) 34 of the mobile phone 31 reads (that is, captures) the log information (computer device ID) from the USB memory device 21 via the USB interface 35 of the mobile phone 31, and the information transmitting / receiving unit 32 is started, and the read log information (computer device ID) is transmitted to the maintenance support server 61. It is also preferable to provide an LED lamp or the like for informing the end of the log information transfer process on the housing or the like of the USB memory device 21.

  Subsequently, in the analysis result display step, information on the analysis result based on the log information from the maintenance support server 61 of the support center 51 is received by the information transmitting / receiving unit 32 of the mobile phone 31, and the information on the analysis result is received by the mobile phone. It is displayed on the display unit 33 provided in 31. The information of the analysis result includes information of a quotation including the name of a replacement part that is a failure target, recovery time, maintenance cost, etc. For this reason, the display 33 of the mobile phone 31 displays the quotation. Is displayed in a predetermined format. On the other hand, at this time, the replacement part arranging unit 63 of the maintenance support server 61 confirms that, for example, the user requests the recovery of the failure, and then, for example, the parts arranging server in the parts arranging department in the support center 51 or the parts Information such as the replacement part name accompanying the analysis result is transmitted to various computer devices in various places related to the arrangement department to arrange specific parts delivery.

  As described above, since a maintenance person who intends to perform maintenance work can collect the log information from the computer device 11 by using the USB memory device 21, the contents of the failure and the contents of the recovery work can be presented. The knowledge and experience of maintenance personnel trying to perform the work is not necessary, and the time required for failure recovery and replacement parts arrangement can be shortened. In addition, it is possible to provide a service of a certain quality or higher, such as guidance on the failure content and recovery work for the user on the screen of the mobile phone 31.

  That is, in response to a request from the USB memory device 31, log information is acquired from the computer device 11 to be maintained in the USB memory device 31, and the log information is transmitted from the mobile phone 31 to the maintenance support server 61. Since the analysis result information of the maintenance support server 61 is displayed on the display unit 33 of the telephone 31, it is not necessary to provide any special configuration, application, or the like on the computer device 11 side to be maintained. In mass production of the computer equipment 11, it is possible to easily perform failure analysis at low cost without incurring an extra cost and without extensive technical knowledge and experience for maintenance personnel.

  By displaying the analysis result information on the display unit 33 of the mobile phone 31, it is possible to reduce the time required for failure analysis and the time required to create an estimate, etc., and the failure content and recovery work for the user in the field. Can be facilitated, and convenience can be improved at low cost. In the maintenance staff education, it is not necessary to carry out every step with the progress of computer equipment. In other words, in the maintenance staff education, it is not necessary to prepare materials and improve educational facilities and environment, and to keep the education to a minimum. From this point of view, it is possible to operate efficiently and reduce operational costs.

  On the other hand, FIG. 2 is a block diagram showing a specific configuration of the USB memory device 21. As shown in FIG. 2, the USB memory device 21 includes a CPU 101 and a memory 102 such as a RAM or an EPROM, and a power input unit (power source) that powers on the units 101 and 102 via the USB interface 24. Input circuit) 103.

  The memory 102 includes an automatic execution file recording unit 104 that records an automatic execution file and a log information recording unit 23 that records log information. The automatic execution file recording unit 104 is activated when connected to the USB interface 14 of the computer device 11 and is activated when connected to the USB interface 35 of the portable terminal 31. This is a part in which an application or the like for establishing connection to the maintenance support server 61 and transmitting log information is recorded. Specifically, both applications correspond to the maintenance support program according to claim 10. By starting the CPU 101 based on each application, the CPU 101 functionally implements the log information access unit 22 shown in FIG.

  Next, the first application process for operating the CPU 101 of the USB memory device 21, that is, the first procedure of the maintenance support program according to claim 10, will be described with reference to the flowchart shown in FIG.

  First, for example, a USB cable is connected to both the USB interface 14 of the computer device 11 and the USB interface 24 of the USB memory device 21. Then, power is turned on from the computer device 11 to the power input unit 103 of the USB memory device 21 via both USB interfaces 14 and 24, and the USB memory device 21 can be activated.

  At this time, the log information reading unit (CPU) 13 of the computer device 11 recognizes that the USB cable is connected to the USB interface 14 of the computer device 11. On the other hand, the CPU (log information access unit) 101 of the USB memory device 21 first transmits USB memory identification information to the computer device 11 in step 301. For this reason, the log information reading unit (CPU) 13 of the computer device 11 recognizes that the USB memory device 21 is connected to the USB interface 14 of the computer device 11 and executes automatic reproduction file.

  Next, in step 302, the CPU (log information access unit) 101 of the USB memory device 21 executes a log information extraction application and transfers the log information to the computer device 11 via the USB interface 24 of the USB memory device 21. Send a command requesting For this reason, the log information reading unit (CPU) 13 of the computer device 11 reads the log information and the like illustrated in FIG. 4 from the log information recording unit 12 of the computer device 11 as the automatic reproduction file is executed, and the log information is read out. Along with the computer device ID of the computer device 11, the data is transmitted to the USB memory device 21 via the USB interface 14.

  In step 303, the CPU (log information access unit) 101 of the USB memory device 21 receives the log information (computer device ID) from the computer device 11 received by the USB interface 24 of the USB memory device 21 in the USB memory device 21. Are recorded in the area of the log information recording unit 23 of the memory 102.

  Thus, when the recording of the log information in the area of the log information recording unit 23 of the memory 102 of the USB memory device 21 is finished, this flow is finished. The maintenance staff removes the USB cable from the USB interface 14 of the computer device 11.

  Next, the latter application process for operating the CPU 101 of the USB memory device 21, that is, the second procedure of the maintenance support program according to claim 10, will be described with reference to the flowchart shown in FIG.

  First, for example, a USB cable is connected to both the USB interface 35 of the mobile phone 31 and the USB interface 24 of the USB memory device 21. Then, power is turned on from the mobile phone 31 to the power input unit 103 of the USB memory device 21 via both USB interfaces 14 and 24, and the USB memory device 21 can be activated.

  At this time, the log information reading unit (CPU) 34 of the mobile phone 31 recognizes that the USB cable is connected to the USB interface 35 of the mobile phone 31. On the other hand, the CPU (log information access unit) 101 of the USB memory device 21 first transmits USB memory identification information to the mobile phone 31 in step 501. Therefore, the log information reading unit (CPU) 34 of the mobile phone 31 recognizes that the USB memory device 21 is connected to the USB interface 35 of the mobile phone 31 and executes automatic reproduction file.

  Next, in step 502, the CPU (log information access unit) 101 of the USB memory device 21 executes an Internet connection application, and the mobile phone 31 is connected to the mobile phone 31 via the USB interface 24 of the USB memory device 21. An address and a command requesting connection establishment with the maintenance support server 61 are transmitted. Therefore, the mobile phone 31 activates the information transmission / reception unit 32 to establish a connection with the maintenance support server 61, and receives connection confirmation information from the maintenance support server 61 and transfers it to the USB memory device 21. .

  Next, in step 503, the CPU (log information access unit) 101 of the USB memory device 21 executes the log information extraction application from the area of the log information recording unit 23 of the memory 102 of the USB memory device 21 with the execution of the log information extraction application. Device ID) is read out and transmitted to the USB interface 35 of the mobile phone 31. For this reason, the log information reading unit (CPU) 34 of the mobile phone 31 reads (ie, captures) the log information (computer device ID) via the USB interface 35 of the mobile phone 31 in accordance with the execution of the automatic reproduction file. And it transmits to the maintenance support server 61.

  Thus, when the reading of the log information from the area of the log information recording unit 23 of the memory 102 of the USB memory device 21 (and transmission to the mobile phone 31) is finished, this flow is finished. The maintenance staff removes the USB cable from the USB interface 35 of the mobile phone 31.

  On the other hand, when the information transmitting / receiving unit 32 of the mobile phone 31 receives the analysis result information based on the log information from the maintenance support server 61, for example, the CPU of the mobile phone 31 includes the analysis result information in the mobile phone 31. It is displayed on the display unit 33. The information of the analysis result includes information on a quotation including the name of a replacement part that is a failure target, recovery time, maintenance cost, and the like. For this reason, the display unit 33 of the mobile phone 31 has, for example, FIG. The estimate in the format shown in is displayed.

  For example, as shown in FIG. 6, the estimate sheet displayed on the display unit 33 of the mobile phone 31 includes a faulty device name, fault location, fault content, work content, replacement part name, part number, recovery time, cost estimate, Parts cost and technical cost are displayed.

  The “confirmation” button (image interface) 36 in the estimate sheet displayed on the display unit 33 is, for example, in accordance with a touch of a maintenance staff via a touch panel or a predetermined key operation provided on the mobile phone 31, for example. When the color light emission band is scrolled and turned on, information indicating that is transmitted to the maintenance support server 61 via the information transmitting / receiving unit 32 of the mobile phone 31. When the maintenance support server 61 receives information indicating the ON operation of the “confirm” button 36 from the mobile phone 31, the replacement part arrangement unit 63 shown in FIG. 1 of the maintenance support server 61 is in the support center 51, for example. Information such as the replacement part name accompanying the analysis result is sent to the parts arrangement server of the parts arrangement department or various computer devices in various places related to the parts arrangement department to arrange specific parts delivery.

  On the other hand, FIG. 7 is a block diagram showing the configuration of the maintenance support server 61. As shown in FIG. 7, the maintenance support server 61 performs maintenance work with the information transmitting / receiving unit 201 that transmits and receives various information such as the log information and the analysis result information via a network 41 such as the Internet or an intranet. A log information analysis unit 202 that analyzes the contents of the failure and the recovery work from the log information of the computer device 11 transmitted from the mobile phone 31 owned by the maintenance staff.

  The log information analysis unit 202 is functionally implemented as needed by a CPU (not shown) executing a predetermined application. From the contents analyzed using a failure information database 203 and a replacement part information database 204 described later. It has a function of specifying the failure content, replacement parts, recovery work content, recovery time, work cost, and the like, and transmitting them to the mobile phone 31 via the information transmitting / receiving unit 201.

  The failure information database 203 is managed by a recording medium of a fixed disk (HDD or the like) built in the maintenance support server 61, and data for specifying the failure content from the log information of the computer device 11 or the like received from the portable terminal 31. Is saved. Specifically, as shown in FIG. 8, various error codes, each failure content for each error code, and remarks are stored in correspondence with each other. The replacement part information database 204 is also managed by a recording medium of a fixed disk (HDD or the like) built in the maintenance support server 61, and for specifying replacement parts from the log information of the computer device 11 or the like received from the portable terminal 31. Data is saved. Specifically, as shown in FIG. 9, for each type of failure, the work content, its replacement parts (part number, part name, part price), its work time, its work cost, and remarks Each is stored with a corresponding relationship.

  That is, the log information analysis unit 202 performs, for example, code conversion of the log information based on a predetermined conversion method, and searches the failure information database 203 for an error code that matches the converted code, for example. It is possible to uniquely identify the failure content, and among the various data stored in the replacement component information database 204 in the search of the replacement component information database 204, the work content related to the failure content, the replacement component It is possible to uniquely identify (part number, part name, part price), work time, and work cost.

  Further, as shown in FIG. 7, the maintenance support server 61 includes a recovery time calculation unit that calculates the time required for the computer device 11 and the like to recover from the failure contents and replacement parts specified by the log information analysis unit 202. 205, the cost required for recovery for each type of failure is calculated from the failure content and replacement parts specified by the log information analysis unit 202 and the time required for recovery calculated by the recovery time calculation unit 205. A log information analysis unit when receiving information indicating an ON operation of the “confirm” button 36 in the estimate sheet displayed on the display unit 33 from the portable terminal 31. In order to arrange the replacement part specified in 202, a replacement part arrangement unit 207 is provided that transmits information such as the part number and part name of the replacement part to a computer device such as a part arrangement department. The ON operation of the “confirm” button 36 is performed after the user confirms the estimate sheet displayed on the display unit 33 of the mobile phone 31.

  The recovery time calculation unit 205, the work cost calculation unit 206, and the replacement part arrangement unit 207 are also functionally realized at any time by a CPU (not shown) of the maintenance support server 61 executing a dedicated application. In particular, the recovery time calculation unit 205 and the work cost calculation unit 206 have a startup method in which various calculations are performed in advance for each failure content, and the calculation results are stored in the replacement parts information database 204 in advance. It may be adopted.

  Next, an operation example of the maintenance support server 61 will be described with reference to the flowchart shown in FIG. First, in step 1001, the CPU of the maintenance support server 61 always determines whether or not the information transmitting / receiving unit 201 has received the log information (computer device ID) from the mobile phone 31, and the log information (computer) If it is determined that (device ID) has been received (Yes), in step 1002, an application for starting the log information analysis unit 202 is executed, and the contents of the failure and the recovery work of the computer device 11 are analyzed from the log information. To do. That is, for example, the CPU (log information analysis unit 202) performs code conversion on the log information based on a predetermined conversion method, searches the failure information database 203, and selects an error code included in the converted code. The fault content corresponding to the error code is specified by searching the replacement part information database 204, and the work contents, replacement parts (part number, part name, part price), work related to the fault contents are specified. Identify time and work costs. Step 1001 and step 1002 correspond to a first procedure of the maintenance support program according to claims 11 and 12.

  Next, in step 1003, the CPU (log information analysis unit 202) determines whether or not the recovery time and work cost related to the current failure content have been specified. If it is determined that the recovery time and work cost are specified (Yes), in step 1004, the failure content, work content, replacement parts (part number, part name, part price), work time, and work cost specified this time are determined. And the information on the “confirm” button are transmitted as information on the analysis result to the mobile phone 31 via the information transmitting / receiving unit 201 and displayed on the display unit 33 of the mobile phone 31, and the process proceeds to step 1008. Step 1004 corresponds to a second procedure of the maintenance support program according to claims 11 and 12.

  However, if the CPU (log information analysis unit 202) determines in step 1003 that the recovery time and work cost related to the current failure content are not specified (No), the CPU first recovers in step 1005. An application that activates the time calculation unit 205 is executed. As a result, the CPU (recovery time calculation unit 205) calculates the time required for the computer device 11 to recover from the failure contents and replacement parts specified by the log information analysis unit 202 and stores them in a memory such as a RAM. To do. Subsequently, in step 1006, the CPU executes an application that activates the work cost calculation unit 206. As a result, the CPU (work cost calculation unit 206) calculates the computer equipment 11 from the failure content and replacement parts specified by the log information analysis unit 202 and the time required for recovery calculated by the recovery time calculation unit 205. Calculates the cost (work cost) necessary for performing the recovery work and stores it in a memory such as a RAM. Subsequently, in step 1007, the CPU (log information analysis unit 202) reads information on the current recovery time and work cost from a memory such as a RAM, and thereby the failure content, work content, replacement part (part number) identified this time. , Part name, part price), work time, and work cost information are all prepared and transmitted to the mobile phone 31 through the information transmitting / receiving unit 201 as analysis result information together with information on the “confirm” button. 31 is displayed on the display unit 33. Steps 1005 and 1006 correspond to the first procedure of the maintenance support program according to claims 11 and 12, and step 1007 corresponds to the second procedure of the maintenance support program according to claims 11 and 12. .

  Next, in step 1008, the CPU repeatedly determines whether or not the information transmitting / receiving unit 201 has received confirmation information indicating the ON operation of the “confirm” button 36 from the mobile phone 31, for example, for a predetermined time. In step 1008, for example, when it is determined that information indicating the ON operation of the “confirm” button 36 from the mobile phone 31 is not received even after a predetermined time has elapsed (No), this flow ends, but the predetermined time has elapsed. If it is determined that the confirmation information indicating the ON operation of the “confirm” button 36 has been received from the mobile phone 31 (Yes), the CPU executes an application that activates the replacement part arranging unit 207 in step 1009. To do. As a result, the CPU (replacement part arranging unit 207) transmits information such as the part number and part name of the replacement part of the analysis result of this time to the computer equipment of the parts arranging department or the like via the information transmitting / receiving unit 201 for replacement. Arrange parts. Then, this flow ends. Step 1008 and step 1009 correspond to a third procedure of the maintenance support program according to claim 12.

  Next, with reference to the overall flow shown in FIG. 11, an overall processing process including how to use the maintenance support system 1 to be maintained according to the present embodiment will be described. First, when a failure occurs in the computer device 11 (step A1), the user makes a failure call to the maintenance staff in charge (step A2).

  The USB memory device 21 possessed by the maintenance staff who arrives at the site is connected to the USB interface 14 of the computer equipment 11 (step A3). The computer device 11 recognizes that the USB memory device 21 is connected to the USB interface 14 (step A4). The USB memory device 21 activates an application for extracting log information in the log information recording unit 13 of the fixed disk (HDD or the like) of the computer device 11. The application searches the event log file in the computer device 11 and copies it to, for example, a RAM (step A5). With the application, the computer device 11 transmits the log information recorded in the log information recording unit 13 to the USB memory device 21 (step A6).

  The USB memory device 21 records the received log information in the log information recording unit 23 (step A7). After recording the log information, the USB memory device 21 is removed from the USB interface 14 of the computer device 11 (step A8).

  The USB memory device 21 is connected to the USB interface 35 of the mobile phone 31 owned by the maintenance staff (step A9). The mobile phone 31 recognizes that the USB memory device 21 is connected to the USB interface 35 (step A10). The USB memory device 21 activates an application for transmitting log information, and transmits log information of the computer device 11 to the mobile phone 31. The application establishes a connection from the mobile phone 31 to the maintenance support server 61 of the support center 51 via the network 41 such as the Internet or an intranet, and logs information from the USB memory device 21 is transferred from the mobile phone 31 to the support center 51. This is transmitted to the maintenance support server 61 (step A11). The mobile phone 31 is connected to the maintenance support server 61 of the support center 51 via a network 41 such as the Internet or an intranet (step A12).

  The maintenance support server 61 of the support center 51 transmits the connection with the mobile phone 31 to the USB memory device 21 via the mobile phone 31 (step A13). The USB memory device 21 transmits the log information extracted from the computer device 11 to the mobile phone 31 (step A14). The mobile phone 31 receives the log information from the USB memory device 21 (step A15) and transmits the log information of the computer device 11 to the maintenance support server 61 of the support center 51 via the network 41 such as the Internet or an intranet (step A15). A16).

  The maintenance support server 61 of the support center 51 analyzes the received log information of the computer device 11 by the log information analysis unit 202 and converts it into an error code (step A17). The log information analysis unit 202 of the maintenance support server 61 compares the data in the error code column of the failure information database 203 with the error code converted from the log information, identifies the failure content, and for the parts to be replaced, The data in the failure content column of the replacement part information database 204 is compared and specified from the specified failure content (step A18). The recovery time calculation unit 206 calculates the time required for recovery from the failure content, replacement parts, and work time information in the replacement part information database 204 (step A19). The work cost calculation unit 206 calculates and outputs the cost for the computer device 11 to recover from the trouble contents, replacement parts, and work time (step A20).

  The maintenance support server 61 of the support center 51 transmits the trouble content, the replacement parts, and the work time and work cost necessary for recovery to the mobile phone 31 via the network 41 such as the Internet or an intranet (step A21). The mobile phone 31 displays the information received from the maintenance support server 61 of the support center 51 on the display unit 33 and presents it to the user (step A22). The user confirms the contents on the display unit 33 and determines whether or not to perform a recovery operation. If the recovery work is not performed, the process is terminated. If the recovery work is performed, the process proceeds to step A24 (step A23). The maintenance staff presses the “confirm” button 36 on the display unit 33, and transmits that the restoration work is performed to the maintenance support server 61 of the support center 51 (step A24). The maintenance support server 61 of the support center 51 transmits the part number and the part name information to the part arranging department in order to arrange the replacement part specified by the log information analysis unit 202 (step A25). The support center 51 performs a delivery process of the replacement part to the user where the computer device 11 is installed (step A26).

  The maintenance staff starts failure recovery work for the computer device 11 from the delivered replacement part (step A27). The computer device 11 recovers from the failure (step A28).

  In the present embodiment, the log information is extracted from the computer device 11 by the USB memory device 21 and the failure analysis is automatically performed by the maintenance support server 61, so that the failure content is not dependent on the knowledge and experience of the maintenance personnel. And the user can be presented with guidance on the recovery time and work costs related to the recovery of the computer device 11 on the screen of the mobile phone 31, and therefore the recovery guidance is not verbal. It can be performed visually and clearly, and the maintenance support server 61 can automatically identify and arrange replacement parts, thereby shortening the time required for recovery.

  That is, in the present embodiment, log information is acquired from the computer device 11 to be maintained in the USB memory device 31, and information on the analysis result of the maintenance support server 61 is displayed on the display unit 33 of the mobile phone 31. Therefore, it is not necessary to provide any special configuration, application, or the like on the computer device 11 that is the object of maintenance. Therefore, there is no additional cost increase in mass production of the computer device 11, and there is no problem. The time required for the analysis and the time required for creating the estimate can be shortened, and the convenience can be improved at a low cost. In the maintenance staff education, it is not necessary to carry out every step with the progress of computer equipment. In other words, in the maintenance staff education, it is not necessary to prepare materials and improve educational facilities and environment, and to keep the education to a minimum. From this point of view, it is possible to operate efficiently and reduce operational costs.

  The maintenance support system, the maintenance support method, and the maintenance support program according to the present invention can be used for all apparatuses and system devices that record log information.

It is a block diagram which shows the function structure of the maintenance assistance system of the maintenance object which concerns on one embodiment of this invention. FIG. 2 is a block diagram showing a specific configuration of the USB memory device of the embodiment shown in FIG. 1. It is a flowchart which shows the 1st procedure of the maintenance assistance program which starts CPU of the said USB memory device. It is explanatory drawing explaining an example of the log information of a computer apparatus. It is a flowchart which shows the 2nd procedure of the maintenance assistance program which starts CPU of the said USB memory device. It is explanatory drawing explaining an example of the estimate as information of the analysis result displayed on the display part of a mobile telephone. It is a block diagram which shows the structure of the maintenance assistance server of the said embodiment. It is explanatory drawing explaining an example of the data which the failure information database of the said maintenance assistance server holds. It is explanatory drawing explaining an example of the data which the replacement parts information database of the said maintenance assistance server holds. It is a flowchart which shows the operation example of the said maintenance assistance server. It is a whole flowchart which shows the whole process of the maintenance assistance system of the maintenance object of the said embodiment.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Maintenance support system of maintenance object 11 Computer apparatus 12, 23 Log information recording part 13, 34 Log information reading part 14, 24, 35
USB interface 21 USB memory device 22 Log information access unit 31 Mobile phone (terminal)
32, 62 Information transmission / reception unit 32a Antenna 33 Display unit 36 “Confirm” button 41 Network 51 Support center 61 Maintenance support server 63 Failure analysis unit 64 Replacement parts arrangement unit 101 CPU
DESCRIPTION OF SYMBOLS 102 Memory 103 Power supply input part 104 Automatic execution file recording part 201 Information transmission / reception part 202 Log information analysis part 203 Fault information database 204 Replacement part information database 205 Recovery time calculation part 206 Work cost calculation part 207 Replacement part arrangement part

Claims (12)

A maintenance support system for maintenance that supports maintenance of a maintenance target such as a user computer device,
A USB memory device for acquiring and storing log information in the maintenance target via the USB interface for maintenance, and transmitting the log information to a maintenance support server through a stationary or portable terminal;
A maintenance support system for maintenance, characterized in that information on an analysis result based on the log information from the maintenance support server received by the terminal is displayed on a display unit of the terminal. A maintenance support system for maintenance that supports maintenance of a maintenance target such as a user computer device,
A USB memory device that acquires and stores log information in the maintenance object via the maintenance target USB interface;
The log information is acquired from the USB memory device, the log information is transmitted to the maintenance support server, and the analysis result information based on the log information from the maintenance support server is received and displayed on the display unit. A stationary or portable terminal;
A maintenance support system for maintenance, characterized by comprising:   The maintenance support system according to claim 1 or 2, wherein the terminal has a function of acquiring the log information in the USB memory device via a USB interface of the terminal. .   The maintenance support server has a function of identifying a replacement part name, a recovery time, a maintenance cost, and an estimate based on the analysis, and including the identified information in the information of the analysis result and transmitting the information to the terminal The maintenance support system for maintenance according to any one of claims 1 to 3, further comprising:   5. The maintenance according to claim 1, wherein the maintenance support server has a part arrangement processing function for arranging and processing a part having the replacement part name based on the analysis. Target maintenance support system.   The maintenance support server transmits to the terminal information on a “confirm” button that can select confirmation of the restoration work to be maintained and displays it on the display unit of the terminal, and operates the “confirm” button. And a means for arranging and processing a part having the name of the replacement part based on the analysis when information indicating confirmation is received from the terminal. Maintenance support system for maintenance described in 1. A maintenance support method for a maintenance object that supports maintenance of a maintenance object such as a user computer device,
A log information acquisition step for causing the USB memory device to acquire log information in the maintenance target via the USB interface to be maintained;
Transmitting the log information in the USB memory device from a stationary or portable terminal to a maintenance support server;
An analysis result display step of receiving information of an analysis result based on the log information from the maintenance support server at the terminal and displaying the information of the analysis result on a display unit of the terminal;
The maintenance support method of the maintenance object characterized by including.   The maintenance support method according to claim 7, wherein the transmission step includes a step in which the terminal acquires the log information from the USB memory device via a USB interface of the terminal. .   In the analysis result display step, on the display unit of the terminal, a “confirmation” button that can select confirmation of the restoration work to be maintained is displayed, and information indicating confirmation from the terminal in accordance with the operation of the “confirmation” button. The maintenance target server according to claim 7 or 8, wherein the maintenance support server causes the maintenance support server to perform a process of arranging a part having the replacement part name based on the analysis by transmitting to the maintenance support server. Maintenance support method. A maintenance support program for a maintenance target for supporting maintenance of a maintenance target of a user computer device or the like,
A first procedure for acquiring and storing log information in the maintenance target in a USB memory device via the maintenance target USB interface;
A second procedure for transmitting the log information in the USB memory device to a maintenance support server via a stationary or portable terminal and performing a failure analysis;
A maintenance support program to be maintained for causing the CPU of the USB memory device to execute. A maintenance support program for a maintenance target for supporting maintenance of a maintenance target of a user computer device or the like,
A first procedure for receiving log information in a USB memory device from a stationary or portable terminal and analyzing a failure to be maintained based on the log information;
A second procedure for transmitting the analysis result information to the terminal and displaying it on the display unit of the terminal;
A maintenance support program to be maintained for causing the maintenance support server to execute. A maintenance support program for a maintenance target for supporting maintenance of a maintenance target of a user computer device or the like,
A first procedure for receiving log information in a USB memory device from a stationary or portable terminal and analyzing a failure to be maintained based on the log information;
A second procedure for transmitting the analysis result information to the terminal together with the information of the “confirm” button and displaying the information on the display unit of the terminal;
A third procedure for performing a process of arranging a part with the replacement part name based on the analysis when information indicating confirmation is received from the terminal in accordance with the operation of the “confirm” button displayed on the display unit of the terminal When,
A maintenance support program to be maintained for causing the maintenance support server to execute.

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