KR102463250B1 - Solution system and BIGDATA analysis method for operating management - Google Patents

Abstract

The present invention is to provide a communication service environment and failure information for system management between a host organization and an operation consignment company, an operation management solution system enabling operation evaluation management, and a method for analyzing big data, wherein the operation management solution system comprises: a customer management part; an evaluation management part; a service inspection part; a work information management part; a service management part; and a failure management part. Therefore, the present invention is capable of improving a level of operation management.

Description

Operation management solution system and big data analysis method {Solution system and BIGDATA analysis method for operating management}

The present invention relates to an operation management system and a big data analysis method capable of managing a communication service environment, failure information, and operation evaluation for system management between a host institution and an operation consignment company.

As the field of work that can be supported through the information system expands and the system operating environment becomes more complex, the introduction of information system outsourcing is gradually increasing in terms of convenience and efficiency.

As the concept of information system outsourcing spread, the system operation and management elements were recognized as a service rather than a simple business activity, and the concept of Service Level Management (SLM), which quantifies and manages it through an operation consignment company, has changed. Recently, it has been introduced throughout operation management.

Service Level Agreement (SLA) refers to a contract or contract for outsourcing information system operation created and managed through SLM, and provides performance measures in various aspects for information system operation and management through an operation consignment company. and activities to satisfy them.

Therefore, each supervising agency that uses information system operation and management through an operation consignment company selects and uses an operation consignment company suitable for the information system operation of each supervising agency.

However, if the operation and management of the information system entrusted by the operation consignment company is not properly managed, the operation and maintenance of continuous and stable production activities may be hindered due to unexpected business obstacles due to the failure to properly manage the issues and defects. There is a problem in that constant time and correction costs are invested in the maintenance process, and there is a setback in the schedule, which has a negative effect on operation and management.

Accordingly, when selecting an operation consignment company, or when operating and managing information systems through the selected operation consignment company, the host organization evaluates and improves the level of service management through continuous quantitative indicator management for the operation consignment company, etc. analysis and application is required.

However, at present, the development of an integrated system that can comprehensively manage, such as selecting an operation consignment company for the operation and management of the information system, or monitoring the progress of business processes during operation and management after selection has not been developed at present. have.

In addition, since most of the threat management evaluation methods conducted by the operation consignment companies are biased towards technical evaluation standards (disability handling, technical support, and human resources support), measurement centered on simple physical control items, and formal evaluation centered on documents, There is a limit in solving the problems that occur in the operation and management of information systems through an operation consignment company.

Registered Patent Publication No. 10-2026839 (Registration Date 2019.09.24.) Laid-open Patent Publication No. 10-2018-0077957 (published on July 9, 2018)

Therefore, the present invention has been devised to solve the above problems, and an operation management system and big data analysis method that enable communication service environment, failure information, and operation evaluation management for system management between the host organization and the operation consignment company Its purpose is to provide

The present invention provides an operation management system and a big management system that can improve the level of operation and management of information systems by enabling the operation of the consigned company to be selected suitable for the operation of the information system of each host organization through continuous quantitative evaluation score management of the operating consignment company. An object of the present invention is to provide a data analysis method.

An object of the present invention is to provide an operation management system and a big data analysis method that enable management for continuous evaluation and improvement of an operation consignment company that is operated and managed after selection.

The present invention reduces information technology service downtime through continuous monitoring and management of tasks according to operation of the operation consignment company, and ultimately improves the effect of cost reduction and user satisfaction through service level management through improved service quality The purpose is to provide an operation management system and big data analysis method that can be induced.

By continuously measuring and evaluating the service, the present invention can quickly find and take action on potential obstacles, which can ultimately improve the service quality in the future, making it easier to manage the consignment company. Its purpose is to provide an operation management system and big data analysis method that makes it possible.

The objects of the present invention are not limited to the above-mentioned objects, and other objects and advantages of the present invention not mentioned may be understood by the following description, and will be more clearly understood by the examples of the present invention. It will also be readily apparent that the objects and advantages of the present invention may be realized by the means and combinations thereof indicated in the appended claims.

The characteristic of the operation management solution system according to the present invention for achieving the above object is that personal information and business information are received through membership registration of the host organization and the operation consignment company, and are classified and stored by the host organization and the operation consignment company. Defines the operation management evaluation index for each operation consignment company based on the predefined evaluation items, calculates the reference score for each evaluation item using the operation management evaluation index, and calculates the calculated reference score for each evaluation item. Based on the evaluation management unit, which calculates the operation management evaluation score and evaluation grade of the operating consignment company based on the , a service inspection unit that continuously checks whether the operating consigned company meets the task requirements of the host institution, and a monitoring function based on the operation management evaluation score and evaluation grade for the evaluation index for each operating consignment company confirmed by the service inspection unit A work information management unit that manages the internal performance review of the host institution and performance evaluation according to the contract details with an external operation consignment company, and the work information management unit using the periodically prepared information Operational management evaluation score and evaluation grade for each operating consigned company calculated based on the performance evaluation index of the operating consigned company managed by The service management unit that provides evaluation information, and the disability management unit that receives the failure information including the cause of the failure and the level of failure requested from the host organization and delivers it to the operation consignment company, and continuously measures and evaluates the results of resolution of the transmitted failure information may include.

Preferably, the evaluation items include service time, service operation rate, service response rate, response speed, batch timely processing rate, number of failures, same failure rate, failover time, service request timely processing rate, primary call processing rate, It can include secondary call processing rate, change request timely processing rate, number of errors when applying changes, backup compliance rate, customer satisfaction, security procedure compliance rate, and application system delivery compliance rate.

The characteristics of the big data analysis method according to the present invention for achieving the above object are (A) receiving personal information and business information from the host organization and the operation consignment company using the customer management unit, A step of classifying and storing by consignment company, and (B) the operation management evaluation score and evaluation grade of the operation consignment company using the operation management evaluation index for each operating consignment company defined based on the predefined evaluation items using the evaluation management unit Calculation step, (C) using the service inspection unit to evaluate effectiveness and adequacy by performing periodic reviews for each operation consignment company based on the calculated operation management evaluation score and evaluation grade, and the operation consignment company requests the work of the host organization The steps of continuously checking whether the requirements are met, (D) providing the operation management evaluation score and evaluation grade for each operation consigned company calculated using the service management department to the host institution, and (E) requesting it using the disability management department The step of receiving and listing the failure information including the cause of the failure and the level of the failure, and continuously measuring and evaluating the resolution result of the input failure information, and (F) the operation management evaluation score calculated using the work information management unit and performing monitoring and documentation work based on the evaluation grade, periodically reviewing the internal performance of the host organization and managing the performance evaluation according to the contract with an external operation consignor; (G) using the posting management unit It may include registering the requested questions on the bulletin board, providing the questions to the operation consignment company, and measuring and evaluating the answers to the questions and the processing results.

Preferably, the step (E) includes the steps of collecting the input failure information using the failure management unit, classifying the collected failure information by failure type and storing big data, and the big data stored failure type. Through big data analysis using

As described above, the operation management solution system and big data analysis method according to the present invention have the following effects.

First, it is possible to manage the communication service environment, fault information, and operation evaluation for system management between the host organization and the operating consignment company.

Second, it is possible to improve the level of operation and management of information systems by allowing the operation consignment companies suitable for the information system operation of each host institution through continuous quantitative evaluation information management of the operation consignment companies.

Third, it enables the management for continuous evaluation and improvement of the operation consignment company that is operated and managed after selection, so that the system failure analysis and resolution can be performed quickly and easily.

Fourth, information technology service downtime is reduced through continuous monitoring and management of tasks performed by the operation consignment company, and ultimately cost reduction effect and user satisfaction through service level management through improved service quality can do.

Fifth, by continuously measuring and evaluating services, it is possible to quickly find and take action on potential obstacles, which ultimately improve service quality in the future, enabling easy management of outsourced operations. can make it

Sixth, the data collected through the operation management solution system can be expanded to services that can predict the failure of the operation management system entrusted to operate by developing AI modeling through big data analysis in the future.

In addition to the above-described effects, the specific effects of the present invention will be described together while describing specific details for carrying out the invention below.

1 is a block diagram showing the configuration of an operation management solution system according to an embodiment of the present invention.
FIG. 2 is a block diagram showing the configuration of the operation management server of FIG. 1 in detail.
FIG. 3 is a screen showing that the evaluation score and evaluation grade of the operating consignment company are calculated by the evaluation management unit 320 of FIG. 2 .
4 is a flowchart illustrating a big data analysis method using an operation management solution system according to an embodiment of the present invention.
5A to 5R are exemplary views illustrating a solution screen provided for operation management of an operation management solution system according to an embodiment of the present invention.

Other objects, features and advantages of the present invention will become apparent from a detailed description of the embodiments with reference to the accompanying drawings.

The terms used in the present invention have been selected as currently widely used general terms as possible while considering the functions in the present invention, but these may vary depending on the intention or precedent of a person skilled in the art, the emergence of new technology, and the like. In addition, in a specific case, there is a term arbitrarily selected by the applicant, and in this case, the meaning will be described in detail in the description of the corresponding invention. Therefore, the term used in the present invention should be defined based on the meaning of the term and the overall content of the present invention, rather than the name of a simple term.

In the entire specification, when a part "includes" a certain component, it means that other components may be further included, rather than excluding other components, unless otherwise stated. In addition, terms such as "...unit" described in the specification mean a unit for processing at least one function or operation, which may be implemented as hardware or software, or a combination of hardware and software.

A preferred embodiment of the operation management solution system and the big data analysis method according to the present invention will be described with reference to the accompanying drawings. However, the present invention is not limited to the embodiments disclosed below, but can be implemented in various different forms, and only this embodiment allows the disclosure of the present invention to be complete and the scope of the invention to those of ordinary skill in the art completely It is provided to inform you. Therefore, the configuration shown in the embodiments and drawings described in the present specification is only the most preferred embodiment of the present invention and does not represent all the technical spirit of the present invention, so various equivalents that can replace them at the time of the present application It should be understood that there may be water and variations.

In the following, when it is described that a component is "connected", "coupled" or "connected" to another component, the components may be directly connected or connected to each other, but other components are "connected" between each component. It should be understood that each component may be “interposed” or “connected”, “coupled” or “connected” through another component.

1 is a block diagram showing the configuration of an operation management solution system according to an embodiment of the present invention.

As shown in FIG. 1 , the operation management solution system of the present invention may include a host institution 100 , an operation consignment company 200 , and an operation management server 300 .

The host institution 100 is an institution that performs work using an information system, and may include a wired/wireless terminal owned by a management department or a worker and a manager that operates an information system through external outsourcing.

The operation consignment company 200 may include wired/wireless terminals owned by users and companies that are entrusted to the host institution 100 and entrust the operation and management of the information system of the host institution 100 . However, the operation consignment company 200 may belong to the host organization 100 through outsourcing, or may belong to the information system operation department of the host organization 100 .

The host institution 100 and the operation consignment company 200 are wired and wireless terminals, as well as terminals capable of wired communication such as a personal PC (Personal Computer), mobile phones, smart phones, PDA (Personal Digital Assistant), PMP (Portable) Multimedia Player), a tablet PC, a laptop, etc. may include a wireless communication-capable terminal.

At this time, the host institution 100 and the operation consignment company 200 manage the configuration so that the application (APP.) installed in the terminal or the information system built through the application program can perform the information service and management service smoothly to the user. Information system operation information can be input and output to perform related tasks such as , failure management, change management, and evaluation management.

The host institution 100 and the operation consignment company 200 respond to the information system operation information for performing related tasks posted through the application (APP.) installed in the terminal or the application program, the host institution 100 ) and related business services including customer management, configuration management, failure management, change management, evaluation management, and the like of the operating consignment company 200 . The application or application program may be provided from the operation management server 300, or provided from other smartphone application markets (eg, Apple App Store, Google Android Market, etc.) and installed.

The operation management server 300 performs related tasks such as communication service environment and configuration management, failure management, and change management for information system management between the host institution 100 and the operation consignment company 200, and performs failure information, operation evaluation, etc. management can be performed. In this case, the operation management server 300 directly manages the common code provided by each host organization and the operation consignment company, and the organization is set to be different for each individual organization and is provided so that each can be managed.

And, in terms of hardware, the operation management server 300 has the same configuration as a typical web server, and in terms of software, it is implemented through various types of languages such as C, C++, Java, Visual Basic, Visual C, etc. Contains program modules that function.

The detailed configuration of the operation management server 300 will be described in more detail below with reference to FIG. 2 .

On the other hand, the host institution 100 , the operation consignment company 200 , and the operation management server 300 are connected to each other through the communication network 10 , and after being connected to each other, a connection path can be provided to transmit and receive packet data. . The communication network 10 is, for example, a wired network such as LANs (Local Area Networks), WANs (Wide Area Networks), MANs (Metropolitan Area Networks), ISDNs (Integrated Service Digital Networks), wireless LANs, CDMA, 5G, Bluetooth, It may encompass a wireless network such as satellite communication, but the scope of the present invention is not limited thereto.

FIG. 2 is a block diagram showing the configuration of the operation management server of FIG. 1 in detail. The operation management server 300 shown in FIG. 2 is according to an embodiment, and its components are not limited to the embodiment shown in FIG. 2, and some components may be added, changed, or deleted as necessary. have.

As shown in FIG. 2 , the operation management server 300 includes a customer management unit 310 , an evaluation management unit 320 , a service inspection unit 330 , a job information management unit 340 , a service management unit 350 , and a failure management unit. (360) and may include a post management unit (370).

The customer management unit 310 receives personal information and business information through the membership registration process of the host institution 100 and the operation consignment company 200, classifies it by the host institution and the operation consignment company, and stores it in the storage unit (not shown). can be saved For example, personal information may include user ID, user (company) name, organization name, job title, date of birth, mobile phone number, etc., and business information may include business area and field, technical field, work information, and the like.

The evaluation management unit 320 defines an operation management evaluation index for each operation consignment company based on a predefined evaluation item, and uses the defined operation management evaluation index for each operation consignment company to determine the operation management evaluation score and evaluation grade of the operation consignment company can be calculated. In this case, the evaluation score may represent the sum of the reference scores for each evaluation item, and the evaluation grade may be defined as a predefined grade for each calculated evaluation score. The reference score for each evaluation item can measure the reference score for each evaluation item by continuously performing quantitative evaluation through continuous monitoring of the operation processing and execution process of the operation consignment company according to the operation management evaluation index.

As shown in FIG. 3, the operation management evaluation index is used by selecting a reference value according to the workload of the host organization through consultation between the host organization and the operating consignment company, and using this, the reference score for each evaluation item is calculated, Again, the evaluation score and evaluation grade of the operating consignment company may be calculated.

3 is a screen showing that the evaluation score and evaluation grade (total of reference points) of the operation consignment company are calculated by the evaluation management unit 320 of FIG. An operation management evaluation index reference information input field (1) is provided for management.

In this case, only numbers including a decimal point are allowed for input information data. And by writing (2) the lowest standard score for each grade for the calculated comprehensive evaluation reference score (average score), the operation management comprehensive evaluation grade of the operating consignment company is defined. In addition, the weight and evaluation level are set according to the degree of achievement of the target of the host institution, and the case where the degree of achievement of the target is 1.0 is the highest value, and the sum of the weights should be 100%.

For example, an evaluation score of 100 to 90 is defined as an evaluation grade A (excellent), an evaluation score of 89 to 80 is defined as an evaluation grade B (excellent), and an evaluation score of 79 to 70 is defined as an evaluation grade C ( Normal), an evaluation score of 69 to 60 is defined as an evaluation grade D (poor), a score of 59 to 50 is defined as an evaluation grade E (poor), and 49 or less is an evaluation grade F (very poor). bad) grade.

The above evaluation items are service time, service operation rate, service response rate, response speed, batch timely processing rate, number of failures, same failure rate, failover time, service request timely processing rate, primary call processing rate, secondary It can include call processing rate, change request timely processing rate, number of errors when applying changes, backup compliance rate, customer satisfaction, security procedure compliance rate, application system delivery compliance rate, and the like. The evaluation management unit 310 may manage service level evaluation, monitoring, documentation, service review, service improvement program, SLA revision, and the like.

The reference score of the service time means the available service time required by the host institution. Depending on the operating system, only actual working hours may be set as service hours, and, if necessary, a 24-hour × 365-day operation system may be established through shift work.

The reference score of the service utilization rate refers to the availability target value provided by the operation consignment company during the service time, and is calculated as shown in Equation 1 below and is usually expressed in %.

At this time, the failure time means the total time that information system failure occurred, and the total failure time can be calculated by assigning weights according to the failure level. can be excluded. Planned downtime caused by system maintenance, etc. is excluded from the downtime. On the other hand, the service utilization rate (system utilization rate) of 100% is a situation where there is no failure, and it can be automatically calculated (day × 24 hours) at the dawn of the first day of the following month based on the monthly operating hours in units of one hour and stored in the storage unit and provided.

The reference score of the response speed means the time the system responds to a request for data access through the information system. Response speed measurement is based on end-to-end, that is, the time from input by the host organization to outputting the result.

The reference score of the batch timely processing rate refers to a quality indicator of whether a batch operation is accurately completed within a predetermined time when performing the batch operation. The failure of a batch job is a managed item because it can significantly affect the performance of other tasks.

The reference score of the number of occurrences of the system failure means the total number of failures that occurred during the service time. The total number of disability cases can be calculated by assigning weights according to the disability grade, and the number of minor disabilities with a low disability grade can be excluded.

The reference score of the occurrence rate of the same disorder means the rate of recurrence of the same disorder as the previously occurring disorder. This is used as a metric for measures after a failure occurs, and is calculated by Equation 2 below.

The reference score of the system failover time means the sum of the time taken from the start of the action until the service is properly used when a system failure occurs. The absolute maintenance time required for backup restoration and hardware replacement is usually excluded from the summation, and an action time target can be set for each grade.

For example, a level 1 disability may be set within 2 hours, and a level 2 disability may be set within 6 hours.

The reference score of the service request timely processing rate (SR timely processing rate) means the ratio of the services requested by the host organization to the system operating organization within the requested completion date, and is calculated by the following Equation (3).

The reference score of the first call processing rate refers to the rate at which the service counselor responds to and resolves the inquiry of the host institution immediately after receiving the service request from the host institution without hanging up the call, and is calculated by the following Equation (4).

The reference score of the secondary call processing rate refers to the ratio of the number of cases in which the service counselor directly performs the necessary measures and solves the problem among the service requests of the host organization that have not been 'first processed', and is calculated by the following Equation 5 do.

The reference score of the change request timely processing rate means a rate that is processed within the delivery time when a system change is requested by the host organization, and is calculated by the following Equation (6).

The reference score of the number of errors when applying the change means the number of errors occurring when the system change work is performed in response to the service request of the host organization.

The reference score of the backup compliance rate means a ratio of a backup that is normally performed among the total number of planned backups that are regularly performed and that are frequently performed, and is calculated by Equation 7 below.

The reference score of the customer satisfaction level refers to the degree to which the main agency of the information system is satisfied with the overall system operation and management including the service desk. Scores are calculated through regular customer satisfaction surveys or interviews.

The reference score of the security procedure compliance rate refers to a quality indicator of whether security maintenance activities are well performed through the information system according to the security policy. Failure of security maintenance activities is a managed item because it can significantly affect the performance of other tasks.

The reference score of the application system delivery compliance rate refers to the ratio of actual delivery compliance with respect to the planned schedule when the application system is changed or newly developed, and is calculated by the following Equation (8).

In addition, the total of at least two or more of the calculated reference scores for each evaluation item may be set as the operation management evaluation score of the operation consignment company.

On the other hand, the evaluation management unit 310 may request compensation or a penalty from the operating consignment company based on the evaluation result.

The service inspection unit 330 evaluates effectiveness and appropriateness by performing periodic reviews for each operation consignment company based on the operation management evaluation score and evaluation grade calculated by the evaluation management unit 320 , and the operation consignment company performs the tasks of the host organization. You can continuously check that your requirements are being met.

The work information management unit 340 performs a monitoring function and documentation work accordingly based on the operation management evaluation score and evaluation grade for the evaluation index for each operating consignment company confirmed by the service inspection unit 330, and is periodically prepared in this way. Using the available information, it is possible to manage the internal performance review of the host institution and the performance evaluation according to the contract with an external operation consignment company.

The service management unit 350 provides the operation management evaluation score and evaluation grade for each operation consignment company calculated based on the performance evaluation index of the operation consignment company managed by the work information management unit 340 to the host organization, It can provide communication service environment for service management between companies, failure information, and operation evaluation information.

That is, the service management unit 350 discloses the continuous quantitative evaluation scores of the operation consignment companies to each host organization, so that the host organization can easily select an operation consignment company suitable for the operation of the information system. In addition, the service management unit 350 continuously provides quantitative evaluation scores of the operating consignment companies selected and managed by the supervising agency to the supervising agency, so that the supervising agency can request for evaluation and improvement of the consigned operating companies will do

The failure management unit 360 may receive the failure information including the cause of the failure and the level of failure requested from the host institution, transmit it to the operation consignment company, and continuously measure and evaluate the resolution result of the transmitted failure information. As such, the failure management unit 360 can reduce information technology service interruption time and manage to improve service quality through continuous monitoring and management of the operation consignment company according to the failure information. This can lead to cost savings and user satisfaction through service level management.

In addition, the failure management unit 360 collects the input failure information, classifies the collected failure information by failure type, and stores the big data. At this time, the failure types include service failures and network failures in terms of hardware, and commercial software failures include database failures, Web/WAS failures, and other software (S/W) failures, and operating software (S/W) failures. ) failures include service function errors and data errors.

And, the failure management unit 360 can predict future failures of the operation management system entrusted with operation through logical reasoning and prediction rate analysis using AI modeling through big data analysis using the type of failure stored in the big data.

The posting management unit 370 continuously checks the requests required from the host organization and provides them to the operation consignment company, and by measuring and evaluating the service results for the requests, quickly finds and takes action on potential obstacles can be managed to take The posting management unit can ultimately improve the service quality in the future through this, so that it is possible to easily manage the operation consignment company.

The operation of the operation management solution system according to the present invention configured as described above will be described in detail with reference to the accompanying drawings. The same reference numerals as those of FIG. 1 or FIG. 2 refer to the same members performing the same functions.

4 is a flowchart illustrating a big data analysis method of an operation management solution system according to an embodiment of the present invention. 5A to 5R are exemplary views showing a solution screen provided for operation management of an operation management solution system according to an embodiment of the present invention.

Referring to FIG. 4 , first, personal information and business information are received from the host institution 100 and the operation consignment company 200 using the customer management unit 310 , and classified by the host organization to which the member is subscribed and the operation consignment company and stored in a storage unit (not shown) (S10).

As shown in FIG. 5A, the customer management unit 310 displays the user registration window 1 on the screen, and receives and registers user ID, user name, organization name, job title, date of birth, mobile phone number, and the like. User ID is limited to within 8 to 10 characters, and the droplet number (2) is allowed to store more than 8 digits, is encrypted, and is marked with '*'. And for the organization name (3), the system administrator provides the organization information input of the user organization in a pop-up screen, and inputs and processes the selected information, and the user classification (4) is a general user (Default), task manager, task manager , system administrator, and user classification can be changed according to system administrator's approval. In addition, the address 5 is provided as a user address information input pop-up function, and the task information can be registered by receiving the task information including the area and field of the task, the technical field, and the task information.

In addition, as shown in Fig. 5b, the customer management unit 310 provides the organization information in a tree structure (1) for the organization name, and configures the organization selection system information selection (2) for authority setting. Thus, the selective authority check function (2) is configured to set the selective access authority for each organization. At this time, when selecting registration/modification/deletion, the read part is automatically granted permission, and when only reading is canceled, validation check is performed, and when the read function is canceled, a notification message of 'service permission cannot be provided' may be provided.

For reference, the customer management unit 310 may set selective access rights not only for each organization but also for each user.

Thereafter, when the membership registration is completed, the operation management server 300 is accessed by inputting the ID and password registered at the time of membership registration.

Next, using the evaluation management unit 320, the operation management evaluation index for each operation consignment company is defined based on the predefined evaluation items, and the operation management evaluation score of the operation consignment company and An evaluation grade may be calculated (S20).

At this time, the evaluation items are service time, service operation rate, service response rate, response speed, batch timely processing rate, number of failures, same failure rate, failover time, service request timely processing rate, first call processing rate, Second call processing rate, change request timely processing rate, number of errors when applying changes, backup compliance rate, customer satisfaction, security procedure compliance rate, application system delivery compliance rate, etc. can be included. In addition, the operation management evaluation index is used by selecting a reference value according to the workload of the host organization through consultation between the host organization and the operation consignment company, and using this, the evaluation score and evaluation grade of the operation management company can be calculated.

Next, by using the service inspection unit 330 based on the operation management evaluation score and evaluation grade calculated by the evaluation management unit 320, a periodic review is performed for each operation consignment company to evaluate the effectiveness and appropriateness, and the operation consignment company It is continuously checked whether the work requirements of the host organization are satisfied (S30).

Then, by using the service management unit 350, the operation management evaluation score and evaluation grade for each operation consignment company calculated based on the performance evaluation index of the operation consignment company are provided to the host organization for service management between the host organization and the operation consignment company. Communication service environment, disability information, and operation evaluation information are provided (S40).

As illustrated in FIG. 5C , the service management unit 350 may provide operation management evaluation information of a service-requested operation consignment company by date. That is, the system login user name (1) and the login user's personal information modification screen (2) are displayed on the upper part of the screen, and 'Service Request', 'Work Management', 'Communication', 'Status Statistics', Configure the menu bar of 'System Management'. And, as of the current day of operation and management, the comprehensive evaluation grade, comprehensive evaluation score, number of unprocessed cases, operation rate, number of failures, call processing rate, and S/R processing rate for the month are configured through the list (4) and dashboard (5).

In addition, as shown in Fig. 5d, the service management unit 350 configures the SR processing status information (1) and the job processing status information (2) into a graph and a list by case (the number of requests, the number of processed cases, the number of unprocessed cases) and , Notice registration contents (up to 3 cases based on recent registration) (3) and questions and answers (Q&A) user registration contents (up to 3 cases based on recent registration) (4) are listed together with the registration date.

Through this, the host organization can easily select an operation consignment company suitable for information system operation through the continuous quantitative evaluation scores of the operation consignment companies. In addition, as the quantitative evaluation score of the selected and managed operation consignment company can be continuously provided, the host organization may request for evaluation and improvement of the entrusted operation consignment company.

Then, by using the failure management unit 360, the failure information including the cause of failure and the level of failure requested from the host institution is received, listed and managed, and the result of resolution of the input failure information is continuously measured and evaluated (S50). ).

As shown in FIG. 5E , the failure management unit 360 may search for a service request through an inquiry period, a request classification, a status classification, a search word, and the like through the search service input window 1 . In this case, the inquiry period is a search function that allows you to select a date based on the service request registration date or the desired completion date, and the request classification is a search function according to the requested operation registration classification, and the status classification is the current status of the requested operation processing. This is an information search function, and the search term is a function that can be searched after entering the search term by selecting all, title, content, requestor, person in charge, etc.

In addition, the failure management unit 360 provides a list (2) for the inquiry information, and displays (4) 'N (New)' indicating the latest registered article in the article within 3 days of the registration date, and Completed tasks are indicated by color (eg red) (5).

In addition, the failure management unit 360 configures the add button 3 for registering new contents, and when the add button 3 is selected, a service request registration window is displayed on the screen as shown in FIG. 5F .

In this case, the service request registration window includes a service request classification selection field (1), a service request target system selection field (2), a service request title input field (3), and a service request content input field (4). In this case, the service request content is implemented so that it can be input using an open source editor. In addition, the service request registration window configures the file attachment function (5) and additionally configures the attached file deletion processing function (6) to enable deletion processing for service requests. However, deletion is not possible during the processing stage.

As shown in FIG. 5G , the service request prepared and registered by the host institution provides details of the registered service request so that the content of the service request (1) can be checked by the host institution through a search.

The service request details provide a requester attachment file download function (2), a list page movement function (3), and a response registration page call function (4) to a user with a result registration right. In addition, by adding a correction function (5), the button is processed so that only the author is visible, and when the button is clicked, the page can be called to edit and register by providing the contents written on the registration page. However, in the case of an abnormal step being processed through result registration, it cannot be corrected.

In addition, as shown in FIG. 5H, when the content of writing a service request is selected by the host institution, the download function (1) of the result registration attachment file registered in response to the selected service request is provided, and the service request processing status is displayed (2) do. At this time, at the time of initial registration, 'application status' is displayed, when confirmation by the person in charge of the operation consignment company is made, 'processing' is displayed, and when the corresponding service request is resolved, it is displayed as 'processed'. For reference, the response result registration file is not uploaded in the case of the application status and processing, but will be uploaded when the processing is complete.

As shown in FIG. 5I , the service request information prepared and registered by the host organization provides the search service 1 to the operation consignment company so that the service request and response registered contents can be searched. In this case, the inquiry period is a search function that can be inquired by selecting a date as a service inspection registration standard, and the system classification provides a search function according to the inspection service name selection classification. In addition, a searchable function is provided after entering a search word by selecting all, title, content, worker, and person in charge.

The search result is provided as a list (2) for inquiry information such as system name, title, inspection date, operator and person in charge, and an additional button (3) for registration of inspection contents is configured.

And when any one of the list (2) for the inquiry information is selected, as shown in FIG. 5j , it is configured to process the selected service check registration. That is, it is configured to select the system division value (1) including system improvement and data information, and the first author information (2) of the login user is displayed. In addition, a service check start date and time selection function (3) and a service check completion factor and time selection function (3) are configured. In addition, it is configured so that the inspection classification (5) and the person in charge of the task (6) such as 'regular' and 'irregular' can be selected. And after providing the inspection title input function (7), it is configured to be able to register detailed information about the inspection using an open source editor (Open Source Editor). And a save/cancel button 9 for registering/canceling the prepared inspection contents is configured.

In addition, the failure management unit 360, as shown in Figure 5k in response to the service check request, along with the file attachment (1) and deletion (2) functions, service status information selection (3) and the person in charge selection (4) ) to configure the function. At this time, the service status information selection (3) is configured to be selected by being divided into application, waiting, reception, processing, job completion, and rejection, and the person in charge selection (4) is configured to be input through a pop-up.

And when the failure management unit 360 registers the answer result file as an answer to the service check request, as shown in FIG. 5l, the file attachment function (1) for uploading the answer result file is configured and uploaded The response result files are displayed as a list along with the file name. At this time, the deletion function (2) for deletion processing of the attached file is configured.

As shown in FIG. 5M, the service request response prepared by the operation consignment company contains the details of the registered service inspection so that the service inspection information registration contents (1) can be checked through the search at the operation consignment company. to provide.

The service inspection details (1) provides service inspection information registration contents including the registered system classification, creator, inspection start date and time, inspection completion date and time, inspection classification, person in charge, title, and inspection contents. In addition, the download function of the attached file is provided by clicking the attached file (2).

Meanwhile, the failure management unit 360 collects input failure information, classifies the collected failure information by failure type, and stores the big data. At this time, the failure types include service failures and network failures in terms of hardware, and commercial software failures include database failures, Web/WAS failures, and other software (S/W) failures, and operating software (S/W) failures. ) failures include service function errors and data errors.

And, the failure management unit 360 can predict future failures of the operation management system entrusted with operation through logical reasoning and prediction rate analysis using AI modeling through big data analysis using the type of failure stored in the big data.

And the service request and response registration processed using the work information management unit 340 is based on the operation management evaluation score and evaluation grade for the evaluation index for each operating consignment company, and the monitoring function and the documentation work are performed accordingly. By using the prepared information, the internal performance review of the host institution and performance evaluation according to the contract with an external operation consignment company are managed (S60).

As illustrated in FIG. 5N , the work information management unit 340 provides operation management evaluation information for the operation consignment company to the host organization.

The operation management evaluation information is configured to select the inquiry period (1) for searching by dividing the evaluation period, and the inquiry period is provided as operational management evaluation index information of the month including the inquiry date. In addition, as the operation management evaluation information provided, the weight (%), average level (maximum level, basic Level, minimum level) applied measurement result value is displayed. In addition, the evaluation score and evaluation grade (6) of the operating consignment company are calculated and displayed according to the criteria agreed between the host organization and the operating consignment company.

In addition, as shown in FIG. 5o , the work information management unit 340 provides the work progress status for the operation consignment company to the host organization.

The work progress status is configured to select the inquiry period (1) for searching by dividing the work period by date, and the inquiry period (1) is included within the period by selecting a date based on the registration date of the work request and processing period Information inquiry function is provided. And the provided work progress status provides a list of information (2) for each task performed during the inquiry period, and is provided as a Gantt Chart (3) for the period of the inquiry result. In addition, the provided result constitutes the output button 3, and is configured to be output.

In addition, as shown in FIG. 5p , the work information management unit 340 provides service request statistical information for the operation consignment company to the host institution.

The service request statistical information is configured to select the inquiry period (1) for searching by dividing the number of work requests and processed cases by date, and the inquiry period (1) can be searched by selecting the inquiry period by day/month/year provided to do In addition, the provided service request statistical information is provided as chart statistics using a bar graph for the number of requests and processed cases according to the inquiry period, and is provided as data of the corresponding condition value when searching for classification and selection of requests (2). In addition, statistical information of the number of requests and processed cases according to the inquiry period, and the processing rate for each request for each request is provided in a list in the most recent order (3).

In addition, as shown in FIG. 5q , the work information management unit 340 provides work management statistical information on the operation consignment company to the host institution.

The work management statistical information is configured to select an inquiry period (1) for searching by dividing the number of processed cases and accumulated cases by date, and the inquiry period (1) is provided so that a monthly inquiry period can be selectively searched. In addition, it is possible to provide a search function for request classification by task classification. And the provided work management statistical information is provided as chart statistics using bar graphs and line graphs for the number of processed and accumulated cases according to the inquiry period (2), and statistical information of the number of processed and accumulated cases according to the inquiry period is recently They are provided as a list in order (3).

In addition, as shown in FIG. 5R , the work information management unit 340 provides system utilization rate statistical information for the operation consignment company to the host institution.

The system utilization rate statistical information is configured to select the inquiry period (1) for searching the daily/monthly system utilization rate by dividing the current status information period. And the provided system utilization rate statistical information is provided as chart statistics using a linear graph for the system utilization rate status according to the inquiry period (2), and statistical information of the system operation rate status according to the inquiry period is provided in a list in the most recent order ( 3).

And, by using the posting management unit 370 to register the questions requested by the host organization through the Q&A bulletin board, and by continuously checking the required questions and creating a list, the questions are provided to the operating consignment company, and also , the posting management unit 370 measures and evaluates answers to questions and processing results (S70).

Post management can quickly find potential obstacles and take action, which can ultimately improve service quality in the future, which has the advantage of being able to easily manage the operation consignment company.

On the other hand, the device according to the disclosed embodiment includes a processor, a memory for storing and executing program data, a permanent storage such as a disk drive, a communication port for communicating with an external device, a touch panel, a key, a button, etc. It may include the same user interface device and the like. Methods implemented as software modules or algorithms may be stored on a computer-readable recording medium as computer-readable codes or program instructions executable on the processor. Here, the computer-readable recording medium includes a magnetic storage medium (eg, read-only memory (ROM), random-access memory (RAM), floppy disk, hard disk, etc.) and an optically readable medium (eg, CD-ROM). ), DVD (Digital Versatile Disc), and the like. The computer-readable recording medium is distributed among network-connected computer systems, so that the computer-readable code can be stored and executed in a distributed manner. The medium may be readable by a computer, stored in a memory, and executed on a processor.

All documents, including publications, patent applications, patents, etc., cited in the disclosed embodiments are the same as in the disclosed embodiment as if each cited document was individually and specifically expressed in combination or as a whole in the published embodiment. can be merged

In order to understand the disclosed embodiments, reference numerals have been given to preferred embodiments shown in the drawings, and specific terms are used to describe the disclosed embodiments, but the disclosed embodiments are not limited by the specific terms, and the disclosed embodiments are not limited thereto. They may include all components commonly conceivable by those skilled in the art.

The disclosed embodiment may be represented by functional block configurations and various processing steps. These functional blocks may be implemented in any number of hardware and/or software configurations that perform specific functions. For example, the disclosed embodiment is an integrated circuit configuration, such as memory, processing, logic, look-up table, etc., capable of executing various functions by means of the control of one or more microprocessors or other control devices. can be hired Similar to how components of the disclosed embodiment may be implemented with software programming or software elements, the disclosed embodiment includes various algorithms implemented as data structures, processes, routines, or combinations of other programming constructs, including C, C++ , Java, assembler, etc. may be implemented in a programming or scripting language. Functional aspects may be implemented in an algorithm running on one or more processors. In addition, disclosed embodiments may employ conventional techniques for electronic configuration, signal processing, and/or data processing, and the like. Terms such as “mechanism”, “element”, “means” and “configuration” may be used broadly and are not limited to mechanical and physical configurations. The term may include the meaning of a series of routines of software in connection with a processor or the like.

The specific implementations described in the disclosed embodiment are only examples and do not limit the scope of the disclosed embodiment in any way. For brevity of the specification, descriptions of conventional electronic components, control systems, software, and other functional aspects of the systems may be omitted. In addition, the connections or connecting members of the lines between the components shown in the drawings exemplarily represent functional connections and/or physical or circuit connections, and in an actual device, various functional connections, physical connections that are replaceable or additional may be referred to as connections, or circuit connections. In addition, unless there is a specific indication such as "essential" or "importantly", it may not be a necessary component for the application of the disclosed embodiment.

In addition, those of ordinary skill in the technical field of the present invention will understand that various embodiments are possible within the scope of the technical spirit of the present invention. Therefore, the true technical protection scope of the present invention should be determined by the technical spirit of the appended claims.

100: host organization
200: operation consignment company
300: operation management server
310: customer care department
320: evaluation management unit
330: service inspection unit
340: work information management unit
350: service management department
360: Disability Management Department
370: Post management department

Claims (3)

A customer management unit that receives personal information and business information through membership registration of the host organization and the operation consignment company, and classifies and stores it by the host organization and the operation consignment company;
Define the operation management evaluation index for each operation consignment company based on the predefined evaluation items, calculate the reference score for each evaluation item using the operation management evaluation index, and operate the operation management company based on the calculated reference score for each evaluation item an evaluation management unit that calculates the operation management evaluation score and evaluation grade of
A service that evaluates effectiveness and adequacy by conducting periodic reviews for each operation consignment company based on the operation management evaluation score and evaluation grade calculated by the evaluation management unit, and continuously checks whether the operation consignment company meets the business requirements of the host institution inspection department,
Based on the operation management evaluation score and evaluation grade for the evaluation index for each operating consignment company confirmed by the service inspection unit, the monitoring function and the documentation work are performed. A work information management department that manages the review and performance evaluation according to the contract with an external operation consignment company;
Communication service environment for service management between the host organization and the operation consignment company by providing the operation management evaluation score and evaluation grade for each operation consignment company calculated based on the performance evaluation index of the operation consignment company managed by the work information management unit A service management unit that provides disability information and operational evaluation information;
It includes a disability management unit that receives the disability information including the cause of the disability and the disability grade requested from the host institution and delivers it to the operation consignment company, and continuously measures and evaluates the resolution result of the delivered disability information;
The evaluation management unit
Calculate the standard score of service time as the service available time required by the host organization,
The reference score of the service utilization rate is the availability target value provided by the operation consignment company during the service time, and is calculated by Equation 1 below,
[Equation 1]

In this case, the failure time means the total time that the information system failure occurred,
The reference score of the response speed is calculated as the response time of the system when data access is requested through the information system,
Batch (batch) calculates the reference score of timely processing rate as a quality indicator for whether batch work is completed accurately within a set time,
Calculate the reference score of the number of system failures as the total number of failures that occurred during the service time,
The reference score of the occurrence rate of the same disability is calculated by the following Equation 2 as the rate of recurrence of the same disability as the one that has already occurred,
[Equation 2]

Calculate the reference score of the system failover time as the sum of the time taken from the start of the action to the proper use of the service in the event of a system failure;
The reference score of the service request timely processing rate (SR timely processing rate) refers to the ratio of services requested by the host organization to the system operating organization within the requested completion date, calculated by the following Equation 3,
[Equation 3]

The reference score of the 1st call processing rate is the rate at which the service agent responds to and resolves the inquiries of the host institution immediately after receiving the service request from the host institution, without hanging up the call, and is calculated by the following Equation 4,
[Equation 4]

The reference score of the secondary call processing rate is the ratio of the number of cases in which the problem is resolved by the service counselor directly performing the necessary measures among the service requests of the host organization that have not been 'first processed', and is calculated by the following Equation 5,
[Equation 5]

The reference score of the change request timely processing rate is the ratio that is processed within the delivery time when the host institution requests a system change, and is calculated by the following Equation 6,
[Equation 6]

Calculating the reference score of the number of errors when applying the change as the number of errors occurring when the system change work is performed in response to the service request of the host organization;
The ratio of the backups performed normally among the total number of backups that are regularly performed and the backups performed frequently, calculated by the following Equation 7,
[Equation 7]

The standard score of customer satisfaction is the degree to which the host organization of the information system is satisfied with the overall system operation and management including the service desk.
Calculate the standard score of the security procedure compliance rate as a quality indicator for whether security maintenance activities are well performed through the information system according to the security policy,
When the application system is changed or newly developed, the standard score of the application system delivery date compliance rate is the ratio of the actual delivery complied with the planned schedule, and is calculated by the following Equation 8,
[Equation 8]

The operation management solution system, characterized in that for calculating the operation management evaluation score and evaluation grade of the operation consignment company by the sum of at least two or more of the calculated reference scores.
delete (A) receiving personal information and business information from the host organization and the operation consignment company using the customer management unit, classifying and storing the personal information and business information by the host organization to be registered as a member, and the operation consignment company;
(B) calculating the operation management evaluation score and evaluation grade of the operation consignment company using the operation management evaluation index for each operation consignment company defined based on the predefined evaluation items using the evaluation management unit;
(C) Using the service inspection department, a periodic review for each operation management company is performed based on the calculated operation management evaluation score and evaluation grade to evaluate the effectiveness and appropriateness, and whether the operation management company meets the task requirements of the host organization Steps to continuously check,
(D) providing the operating management evaluation score and evaluation grade for each operating consignment company calculated using the service management unit to the host institution;
(E) receiving and listing the failure information including the requested failure cause and failure level using the failure management unit, and continuously measuring and evaluating the resolution result of the input failure information;
(F) Monitoring and documentation work is performed based on the operation management evaluation score and evaluation grade calculated by using the work information management unit, and the performance according to the internal performance review of the host organization and the contract with an external operation consignment company administering the evaluation; and
(G) using the post management department to register the requested questions on the bulletin board, provide the questions to the operating consignment company, and measure and evaluate the answers to the questions and the processing results;
The step (B) is
(B1) calculating the reference score of the service time as the service available time required by the host organization;
(B2) calculating the reference score of the service utilization rate as the availability target value provided by the operation consignment company during the service time by the following Equation 1;
[Equation 1]

The failure time means the total time the information system failure occurred,
(B3) calculating the reference score of response speed as the response time of the system when requesting data access through the information system;
(B4) Calculating the reference score of batch timely processing rate as a quality indicator for whether the batch work is completed accurately within a set time when performing a batch operation;
(B5) calculating the reference score of the number of system failures as the total number of failures that occurred during the service time;
(B6) calculating the reference score of the occurrence rate of the same disability as the rate of recurrence of the same disability as the previously occurring disability using the following Equation 2;
[Equation 2]

(B7) calculating the reference score of the system failover time as the sum of the time taken from the start of the action to the proper use of the service when a system failure occurs;
(B8) The reference score of the service request timely processing rate (SR timely processing rate) refers to the ratio of the services requested by the host organization to the system operating organization within the requested completion date, and calculating using the following Equation 3;
[Equation 3]

(B9) The step of calculating the reference score of the 1st call processing rate as the ratio of responses and resolutions to the inquiries of the host institution without the service counselor hanging up the phone immediately upon receiving the service request from the host institution, using the following equation (4) Wow,
[Equation 4]

(B10) The ratio of the number of cases in which the service counselor directly performed the necessary actions to solve the problem among the service requests of the host organization that did not receive the 'primary processing' as the reference score for the secondary call processing rate, calculated by the following equation (5) steps and
[Equation 5]

(B11) Calculating the reference score of the change request timely processing rate as the ratio that is processed within the delivery time when the host institution requests a system change, using Equation 6 below;
[Equation 6]

(B12) Calculating the reference score of the number of errors when applying the change as the number of errors occurring when the system change work is performed in response to the service request of the host organization;
(B13) The ratio of backups performed regularly among the total number of backups that are regularly performed and backups performed frequently, the ratio of backups performed normally, calculating the reference score of the backup compliance rate by the following Equation (7);
[Equation 7]

(B14) Calculating the standard score of customer satisfaction as the degree to which the host organization of the information system is satisfied with the overall system operation and management including the service desk, as a score calculated through a customer satisfaction survey or interview;
(B15) Calculating the standard score of the security procedure compliance rate as a quality indicator for whether security maintenance activities are well performed through the information system according to the security policy;
(B16) Calculating the reference score of the application system delivery compliance rate as the ratio of actual delivery compliance compared to the planned schedule when the application system is changed or newly developed by the following Equation 8;
[Equation 8]

(B17) Big data analysis method comprising the step of calculating the operation management evaluation score and evaluation grade of the operation consignment company with the sum of at least two or more of the calculated reference scores.

Images