CN112200326A - IT equipment operation and maintenance management system and method thereof - Google Patents
IT equipment operation and maintenance management system and method thereof Download PDFInfo
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- CN112200326A CN112200326A CN202011094148.8A CN202011094148A CN112200326A CN 112200326 A CN112200326 A CN 112200326A CN 202011094148 A CN202011094148 A CN 202011094148A CN 112200326 A CN112200326 A CN 112200326A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/20—Administration of product repair or maintenance
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/3331—Query processing
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/36—Creation of semantic tools, e.g. ontology or thesauri
- G06F16/367—Ontology
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F40/00—Handling natural language data
- G06F40/20—Natural language analysis
- G06F40/205—Parsing
- G06F40/211—Syntactic parsing, e.g. based on context-free grammar [CFG] or unification grammars
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F40/00—Handling natural language data
- G06F40/20—Natural language analysis
- G06F40/279—Recognition of textual entities
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F40/00—Handling natural language data
- G06F40/30—Semantic analysis
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
Abstract
The invention discloses an IT equipment operation and maintenance management system and a method thereof, wherein the IT equipment operation and maintenance management system comprises a task management module, a problem management module, a knowledge management module, an asset management module, a statistic and analysis module and a system management module; the task management module is used for technical state management, planned tasks, temporary tasks and equipment maintenance ledger management of equipment; the knowledge management module is used for knowledge collection, knowledge inquiry and knowledge updating; the asset management module is used for asset account management, bar code printing function, checking function, configuration management, change management, asset allocation, asset scrapping and asset disposal; the statistic and analysis module is used for inquiring statistics and performance assessment. The invention has the advantages that: the system can protect the IT equipment according to the preset, the IT equipment maintenance speed is high, the working efficiency is high, the solution in the knowledge base can be searched when the IT equipment is overhauled, and the maintenance blindness of the IT equipment is reduced.
Description
Technical Field
The invention relates to the technical field of IT equipment operation and maintenance management, in particular to an IT equipment operation and maintenance management system and method.
Background
The IT operation and maintenance management is one of the most popular topics in the IT world at present, along with the continuous deepening and perfection of IT construction, the operation and maintenance of a computer hardware and software system become the problem that leaders and information service departments of various industries generally pay attention to and are not embarrassed, and as the problem is a new problem generated along with the deep application of computer information technology, how to carry out effective IT operation and maintenance management is achieved, the knowledge accumulation and application technology in the aspect is just started.
The IT operation and maintenance management refers to the comprehensive management of IT soft and hard operation environment, IT business system and IT operation and maintenance personnel by the IT department of a unit by adopting related methods, means, technologies, systems, processes, documents and the like.
The enterprise outsourcing all or part of the functions of the IT department to a professional third-party IT outsourcing company for management, and concentrating on developing the core business of the enterprise, namely simply under the condition that the enterprise is insufficient or does not have internal full-time IT operation and maintenance personnel, the enterprise transfers the IT outsourcing service flow of the enterprise, including all office hardware, networks and peripheral maintenance work to the professional IT operation and maintenance company for omnibearing maintenance.
The existing IT equipment operation and maintenance management system and method cannot detect and maintain IT equipment according to preset settings when in use, problems of the IT equipment are more in types, and the problem query of the IT equipment is troublesome.
Disclosure of Invention
The invention aims to solve the technical problems that the IT equipment cannot be detected and maintained according to the preset setting, the problems of the IT equipment are more in types, and the problem of the IT equipment is troublesome to inquire.
The invention adopts the following technical scheme to solve the technical problems: the IT equipment operation and maintenance management system comprises a task management module, a problem management module, a knowledge management module, an asset management module, a statistic and analysis module and a system management module;
the task management module is used for technical state management, task planning, temporary tasks, equipment maintenance ledger management, task allocation and service level management of equipment;
the knowledge management module is used for knowledge collection, knowledge inquiry and knowledge updating;
the asset management module is used for asset account management, bar code printing function, checking function, configuration management, change management, asset allocation, asset scrapping and asset disposal;
the statistic and analysis module is used for inquiring statistics and performance assessment;
the system management module is used for process management, task allocation rule management, user management, authority management, log management and data backup.
Preferably, the technical state management of the equipment comprises equipment state monitoring and analysis, equipment point inspection record, accident fault condition, equipment maintenance and equipment operation record, wherein the equipment state detection and analysis comprises the steps of acquiring data and analysis results of equipment state monitoring by using a data acquisition analyzer and analysis software, the equipment point inspection record comprises the record of point inspection which can be recorded and inquired by workers, the accident fault condition comprises the fault condition of an accident, including fault type, fault data, fault detailed description and the like, and can be inquired, the equipment maintenance comprises the step of recording the specific maintenance condition of each time of the equipment, including maintenance time and maintenance components, and can be inquired, and the equipment operation record comprises the step of recording the operation conditions of the equipment one by one and can be inquired.
Preferably, the temporary task enters the asset management module for the equipment which needs to be changed, scrapped and disposed in the planning task and the temporary task, and performs application operation of changing, scrapped and disposed, and the equipment maintenance ledger management comprises: the state of equipment, maintenance record form the equipment maintenance standing book, and the user can inquire through combination conditions such as equipment name, fault type, the task allocation: after the scheduled task and the temporary task enter the maintenance stage, the user can set the next task handler by himself or the system can automatically select the next task handler, and the automatic selection process is that the task is automatically distributed and circulated according to the task distribution rule set by the user himself.
Preferably, the service level management: classifying the tasks in a grading way, namely classifying different equipment faults and maintenance tasks, classifying the tasks in grades such as emergency, routine and the like, giving different processing priorities to the different task grades, identifying the different task grades, and scientifically distributing the tasks by combining a task distribution rule of a system.
Preferably, the knowledge collection comprises a collection mode and knowledge classification, wherein the collection mode comprises the steps that a user can quickly gather contents into a system for centralized storage in various modes such as uploading and manual input, supports various file uploading modes and batch uploading and downloading, and comprises a multi-dimensional classification management mode, a multi-mode classification management mode which supports classification according to departments, content categories (such as fault processing experience, equipment archive data, technical data and the like) and formats and belongs to one or more categories for searching conveniently is adopted, and the knowledge query comprises the following steps: the method comprises the following steps of (1) fault handling experience query, data file query and an internal communication platform, wherein the fault handling experience query comprises the step of (1) carrying out standardized description on encountered problems by a user;
2. the system takes a plurality of characteristics of the problems of the user as retrieval query conditions, such as fault types, and searches cases of solving similar problems of the prior know-how from a case library;
3. using the selected closest case as a sample to form a processing method of the user's question;
4. analyzing the difference of the new and old cases, identifying the new situation of the problem of the user, and correcting the solution obtained by mediation;
5. and sorting the new cases and adding the new cases into a case library.
And the data file query is to query knowledge information such as equipment file data, technical data and the like through various query conditions, wherein the knowledge is updated according to the use frequency statistics of various knowledge in the query statistics module, and the knowledge can be updated, such as necessary modification and deletion.
Preferably, the user performs a standardized description of the encountered problems, including the following steps:
the method comprises the steps of obtaining a problem of a user, and retrieving a knowledge graph of the problem of the user based on a semantic dictionary according to the problem of the user;
constructing a tree structure diagram of the user problem according to the knowledge graph;
determining the distance between the branch end point of the tree structure diagram and the main vertex of the tree structure diagram according to the tree structure diagram;
determining the hierarchical structure of the knowledge graph and the association degree of the branches of the knowledge graph and the user question according to the distance;
and generating a normalized description text of the user question according to the association degree and the hierarchy of the knowledge graph.
Preferably, the system searches cases which solve similar problems before from the case base by taking a plurality of characteristics of the problems of the user as search query conditions, and comprises the following steps:
the method comprises the steps of obtaining a question of a user, and obtaining a content text of the question of the user;
performing word segmentation on the content text, and performing part-of-speech tagging;
analyzing the part of speech of the content text according to the part of speech tag, and determining a subject of the question of the user; wherein the content of the first and second substances,
the part-of-speech analysis comprises question classification, syntactic analysis and semantic analysis;
determining synonyms of the subject according to the subject, and performing synonym retrieval and subject retrieval in the case library to obtain retrieval results;
determining an answer collection according to the retrieval result;
and sequencing the answers according to the answer collection, and determining cases for solving similar problems in the case base.
Preferably, the system uses several characteristics of the user's question as search query conditions to search case base for cases that previously solved similar problems, and further includes:
step 1: acquiring a problem text of a problem of a user, and extracting a subject of the problem text;
step 2: according to the subject, searching a synonym set A ═ a of the subject in the case base1,a2,a3……ai}; wherein, the aiRepresenting the ith synonym in the case library;
and step 3: according to the synonym set A, determining a corresponding answer set B ═ { B ═ B1,b2,b3……bi}；
And 4, step 4: according to the answer set B, determining the total times N of the subjects appearing in the answer set and the average value of the times of the subjects appearing in each answer text of the answer set
And 5: determining the weight beta of the question according to the synonym set A and the answer set B;
step 6: normalizing the synonym set and the answer set according to the weight, and determining a case closest to the user's question in the case base:
wherein, the wi∈A∪B。
Preferably, the asset account management includes functions of adding, modifying, deleting and inquiring, the adding is to establish an equipment tree according to the hierarchy of organization-bound user-equipment category-equipment, and basic data such as the asset name, the asset model, the nameplate parameter information, the affiliated department, the purchase price, the purchase time, the switch name, the port number, the equipment state history record and the like of each equipment can be added, and can be stored after the recording is finished, the information of the asset exists in the system, the modification can find the corresponding asset through the combination conditions such as the asset name, the code and the like, and modify the related information, the deletion is to delete the existing asset, the asset which is not required to be recorded after the asset is registered wrongly or withdrawn, the asset can be deleted through the function, the deleted asset can not be recovered again, and only can be added again, the query can search the corresponding asset through the combination conditions of asset name, asset code and the like, can check the basic information and the asset state of the corresponding asset, and the bar code printing function automatically generates the unique bar code which can be pasted on the asset entity according to the selected asset and in combination with the asset code rule.
Preferably, the checking function is to check the data in the barcode reader and the data in the system database, process the normal or abnormal data to obtain the actual condition of the asset, and generate a checking report according to an organization, the change management is to perform system recording and tracking on the events of certain devices which really need to be changed, such as device replacement, hardware upgrade, software installation and the like, to ensure that each change is recorded, and the change records can be inquired in the asset account after passing through a user-defined audit flow and process approval layer by layer.
Preferably, the query statistics include:
(1) personnel statistics, namely carrying out statistics on personnel function division conditions of an operation and maintenance department according to months;
(2) asset statistics, namely carrying out statistics on the asset conditions of each category according to months, such as the conditions at the beginning of the month and at the end of the month and the difference between the two conditions;
(3) counting tasks, namely counting task completion conditions of each category according to months;
(4) carrying out knowledge statistics, namely carrying out statistics on various types of knowledge monthly;
(5) the asset composition analysis is to analyze the composition condition of the assets from the aspects of asset types, use departments and the like;
(6) the asset transition analysis is used for counting the specific situations of increase and decrease of assets in a specified month;
(7) and (4) equipment asset fault condition statistics, namely, a user counts the specific conditions of equipment asset fault times, fault types, maintenance states and the like.
Preferably, the user management includes:
(1) a new user is created and assigned a role.
(2) And modifying the role and the login password of the existing user.
(3) Changing the user state, such as deleting, deactivating, etc.
The invention also provides an IT equipment operation and maintenance management method, which comprises the following steps:
(1) and clicking a newly added problem on the basis of the original task, and registering the problem.
(2) And selecting each related person, and tracking the problems through flow.
(3) The problem processing flow comprises the steps of firstly, combining a knowledge base to see whether an existing solution exists or not, directly solving the problem if the existing solution exists, and entering the next step if the existing solution does not exist, namely classifying the problem → researching and diagnosing → identifying a known error → judging whether a similar solution exists or not, and solving the problem if the existing solution exists; otherwise, the solution of the problem is searched again until the result is confirmed, and the problem and the solution are included in the knowledge base.
Compared with the prior art, the invention provides an IT equipment operation and maintenance management system and a method thereof, which have the following beneficial effects:
1. the IT equipment operation and maintenance management system and the method thereof are characterized in that the system establishes a data model according to the monitored data and analysis results of the equipment state, the spot inspection record condition and the historical data of the equipment, makes a maintenance decision (whether maintenance should be carried out or not, what kind of maintenance should be carried out, if maintenance is not needed, the time needing maintenance is predicted), automatically gives a maintenance planning task, carries out task triggering in corresponding time, enters a maintenance stage according to a flow defined by a user in advance after the planning task is triggered, can protect the IT equipment according to the preset, and has higher IT equipment maintenance speed and higher working efficiency;
2. according to the IT equipment operation and maintenance management system and the method thereof, faults and solutions met by the IT equipment are quickly gathered in the knowledge base for centralized storage through various modes such as uploading and manual input, the solutions in the knowledge base can be searched when the IT equipment is overhauled, and the maintenance blindness of the IT equipment is reduced.
Drawings
FIG. 1 is a schematic diagram of the system components of the system of the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Referring to fig. 1, a system composition diagram of an IT device operation and maintenance management system includes a task management module, a problem management module, a knowledge management module, an asset management module, a statistics and analysis module, and a system management module;
the task management module is used for technical state management, task planning, temporary tasks, equipment maintenance ledger management, task allocation and service level management of equipment;
the knowledge management module is used for knowledge collection, knowledge inquiry and knowledge updating;
the asset management module is used for asset account management, bar code printing function, checking function, configuration management, change management, asset allocation, asset scrapping and asset disposal;
the statistic and analysis module is used for inquiring statistics and performance assessment;
the system management module is used for process management, task allocation rule management, user management, authority management, log management and data backup.
The technical state management of the equipment comprises the state monitoring and analysis of the equipment, equipment point inspection record, accident fault condition, equipment maintenance and equipment operation record, the state detection and analysis of the equipment comprises the steps of acquiring data and analysis results of the equipment state monitoring by using a data acquisition analyzer and analysis software, the equipment point inspection record comprises the record of point inspection which can be recorded by workers and inquired, the accident fault condition comprises the fault condition of an accident, including fault type, fault data, fault detailed description and the like, and can be inquired, the equipment maintenance can record the specific maintenance condition of the equipment each time, including maintenance time and maintenance components and can be inquired, and the equipment operation record comprises the operation condition of the equipment, namely, the operation condition of the equipment is recorded in a case and can be inquired.
The temporary task enters an asset management module for equipment needing to be changed, scrapped and disposed in a planning task and the temporary task, application operation of changing, scrapping and disposing is carried out, and equipment maintenance machine account management is carried out: the state of equipment, maintenance record form the equipment maintenance standing book, and the user can inquire through combination conditions such as equipment name, fault type, and the task allocation: after the scheduled task and the temporary task enter the maintenance stage, the user can set the next task handler by himself or the system can automatically select the next task handler, and the automatic selection process is that the task is automatically distributed and circulated according to the task distribution rule set by the user himself.
Service level management: classifying the tasks in a grading way, namely classifying different equipment faults and maintenance tasks, classifying the tasks in grades such as emergency, routine and the like, giving different processing priorities to the different task grades, identifying the different task grades, and scientifically distributing the tasks by combining a task distribution rule of a system.
The knowledge collection comprises a collection mode and knowledge classification, wherein the collection mode is that a user can quickly gather contents into a system for centralized storage through various modes such as uploading, manual input and the like, supports various file uploading modes and batch uploading and downloading, and comprises a multi-dimensional classification management mode, a multi-mode classification mode and a knowledge query mode, wherein the multi-mode classification management mode supports classification according to departments, content types (such as fault processing experience, equipment archive data, technical data and the like) and formats and belongs to one or more types, so that the search is convenient, and the knowledge query comprises: the method comprises the following steps of (1) fault handling experience query, data file query and an internal communication platform, wherein the fault handling experience query comprises the step of (1) carrying out standardized description on encountered problems by a user;
2. the system takes a plurality of characteristics of the problems of the user as retrieval query conditions, such as fault types, and searches cases of solving similar problems of the prior know-how from a case library;
3. using the selected closest case as a sample to form a processing method of the user's question;
4. analyzing the difference of the new and old cases, identifying the new situation of the problem of the user, and correcting the solution obtained by mediation;
5. and sorting the new cases and adding the new cases into a case library.
And inquiring the data file, namely inquiring knowledge information such as equipment file data, technical data and the like through various inquiry conditions, wherein the knowledge updating is that the updating operation can be carried out on the knowledge according to the use frequency statistics of various kinds of knowledge in the inquiry statistical module, such as necessary modification and deletion operation.
Preferably, the user performs a standardized description of the encountered problems, including the following steps:
the method comprises the steps of obtaining a problem of a user, and retrieving a knowledge graph of the problem of the user based on a semantic dictionary according to the problem of the user;
constructing a tree structure diagram of the user problem according to the knowledge graph;
determining the distance between the branch end point of the tree structure diagram and the main vertex of the tree structure diagram according to the tree structure diagram;
determining the hierarchical structure of the knowledge graph and the association degree of the branches of the knowledge graph and the user question according to the distance;
and generating a normalized description text of the user question according to the association degree and the hierarchy of the knowledge graph.
The principle of the invention is as follows: according to the invention, the semantics of the user problems are retrieved in a semantic dictionary through the problems of the user, the knowledge graph of the user problems is constructed through the semantics, the tree structure graph of the user problems is constructed through the knowledge graph, the relevance between the problems of the user and semantic contents can be measured through the tree structure graph based on the distance, and the hierarchical structure of the semantics is determined based on the branches of the tree structure graph; and the normalized description text of the user problem can be generated through the hierarchy and the distance.
The invention has the beneficial effects that: the invention ensures the comprehensiveness of the problem explanation of the user by constructing the knowledge graph; the explanation level of the user problem is clear by constructing a tree structure diagram; the relevance based on the distance ensures that the explained content is necessarily the semantic interpretation of the user problem; and finally generating a normalized description text.
Preferably, the system searches cases which solve similar problems before from the case base by taking a plurality of characteristics of the problems of the user as search query conditions, and comprises the following steps:
the method comprises the steps of obtaining a question of a user, and obtaining a content text of the question of the user;
performing word segmentation on the content text, and performing part-of-speech tagging;
analyzing the part of speech of the content text according to the part of speech tag, and determining a subject of the question of the user; wherein the content of the first and second substances,
the part-of-speech analysis comprises question classification, syntactic analysis and semantic analysis;
determining synonyms of the subject according to the subject, and performing synonym retrieval and subject retrieval in the case library to obtain retrieval results;
determining an answer collection according to the retrieval result;
and sequencing the answers according to the answer collection, and determining cases for solving similar problems in the case base.
The principle of the invention is as follows: the invention can clarify the subject in the user's question through the word segmentation labeling of the user's question, the semantic standardization of the word segmentation labeling and the part of speech analysis of the content text, and can clarify all the related cases with similar problems through the retrieval of the subject in the case library.
The invention has the beneficial effects that: the invention can more comprehensively determine all the retrieval results in the case base by searching through synonyms. And the similar cases closest to the user problem can be determined according to the sequencing result of the sequencing of the retrieval result.
Preferably, the system uses several characteristics of the user's question as search query conditions to search case base for cases that previously solved similar problems, and further includes:
step 1: acquiring a problem text of a problem of a user, and extracting a subject of the problem text;
step 2: according to the subject, searching a synonym set A ═ a of the subject in the case base1,a2,a3……ai}; wherein, the aiRepresenting the ith synonym in the case library;
and step 3: according to the synonym set A, determining a corresponding answer set B ═ { B ═ B1,b2,b3……bi}；
And 4, step 4: according to the answer set B, determining the total times N of the subjects appearing in the answer set and the average value of the times of the subjects appearing in each answer text of the answer set
And 5: determining the weight beta of the question of the user according to the synonym set A and the answer set B;
step 6: normalizing the synonym set and the answer set according to the weight, and determining a case closest to the user's question in the case base:
wherein, the wi∈A∪B。
According to the invention, all relevant answer sets can be comprehensively searched in the case base through the synonym aggregation of the user question subjects. The total times of the subjects appearing in the whole case base can be determined through the answer texts of the answer sets, and the weight of the user's question can be determined through the average times of the subjects appearing in each answer text in the relevant answer sets. Based on the normalization processing scheme, the case which is unique and closest to the problem of the user can be determined in the case base through the normalization processing.
The asset account management comprises functions of adding, modifying, deleting and inquiring, wherein the adding comprises the steps of establishing an equipment tree according to the hierarchy of an organization, a bound user, a large class of equipment, newly adding basic data such as asset names, asset models, nameplate parameter information, affiliated departments, purchase prices, purchase time, switch names, port numbers, equipment state historical records and the like of each equipment, storing the basic data after the recording is finished, the information of the assets exists in the system, the modification can search corresponding assets through the combination conditions of asset names, codes and the like, the relevant information of the assets is modified, the deletion refers to the deletion of the existing assets, the assets which are not required to be recorded after the assets are registered wrongly or quitted, the assets can be deleted through the function, the deleted assets cannot be recovered again, only can be newly added, and the inquiry can be realized through the asset names, And the system searches corresponding assets under the combination conditions of asset coding and the like, can check basic information and asset states of the assets, and automatically generates a unique bar code capable of being pasted on an asset entity according to the selected assets and the asset coding rule.
The checking function is that the data in the bar code reader is checked with the data in the system database, the normal or abnormal data is processed to obtain the actual condition of the asset, a checking report form can be generated according to an organization mechanism, the change management carries out system recording and tracking on the events of certain equipment which really needs to be changed, such as equipment replacement, hardware upgrading, software installation and the like, each change is ensured to be recorded, and the events are subjected to user-defined audit flow, the process is checked and approved layer by layer, and the change record can be inquired in an asset account.
The query statistics include:
(1) personnel statistics, namely carrying out statistics on personnel function division conditions of an operation and maintenance department according to months;
(2) asset statistics, namely carrying out statistics on the asset conditions of each category according to months, such as the conditions at the beginning of the month and at the end of the month and the difference between the two conditions;
(3) counting tasks, namely counting task completion conditions of each category according to months;
(4) carrying out knowledge statistics, namely carrying out statistics on various types of knowledge monthly;
(5) the asset composition analysis is to analyze the composition condition of the assets from the aspects of asset types, use departments and the like;
(6) the asset transition analysis is used for counting the specific situations of increase and decrease of assets in a specified month;
(7) and (4) equipment asset fault condition statistics, namely, a user counts the specific conditions of equipment asset fault times, fault types, maintenance states and the like.
The user management comprises the following steps:
(1) a new user is created and assigned a role.
(2) And modifying the role and the login password of the existing user.
(3) Changing the user state, such as deleting, deactivating, etc.
The invention also provides an IT equipment operation and maintenance management method, which comprises the following steps:
(1) and clicking a newly added problem on the basis of the original task, and registering the problem.
(2) And selecting each related person, and tracking the problems through flow.
(3) The problem processing flow comprises the steps of firstly, combining a knowledge base to see whether an existing solution exists or not, directly solving the problem if the existing solution exists, and entering the next step if the existing solution does not exist, namely classifying the problem → researching and diagnosing → identifying a known error → judging whether a similar solution exists or not, and solving the problem if the existing solution exists; otherwise, the solution of the problem is searched again until the result is confirmed, and the problem and the solution are included in the knowledge base.
In conclusion, the system establishes a data model according to the data and the analysis result of equipment state monitoring, the spot inspection recording condition and historical data of the equipment, makes a maintenance decision (whether maintenance is needed or not, what kind of maintenance is needed, if maintenance is not needed, the time needed for maintenance is predicted), automatically gives a maintenance planning task, performs task triggering in corresponding time, enters a maintenance stage according to a flow defined by a user in advance after the planning task is triggered, can protect the IT equipment according to the preset, and has high IT equipment maintenance speed and high working efficiency; faults and solutions met by the IT equipment are quickly collected into the knowledge base for centralized storage through various modes such as uploading and manual entry, the solutions in the knowledge base can be searched when the IT equipment is overhauled, and the blindness of IT equipment maintenance is reduced.
It is noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Although embodiments of the present invention have been shown and described, it will be appreciated by those skilled in the art that changes, modifications, substitutions and alterations can be made in these embodiments without departing from the principles and spirit of the invention, the scope of which is defined in the appended claims and their equivalents.
Claims (10)
1. An IT device operation and maintenance management system, comprising: the system comprises a task management module, a problem management module, a knowledge management module, an asset management module, a statistic and analysis module and a system management module;
the task management module is used for technical state management, task planning, temporary tasks, equipment maintenance ledger management, task allocation and service level management of equipment;
the knowledge management module is used for knowledge collection, knowledge inquiry and knowledge updating;
the asset management module is used for asset account management, bar code printing function, checking function, configuration management, change management, asset allocation, asset scrapping and asset disposal;
the statistic and analysis module is used for inquiring statistics and performance assessment;
the system management module is used for process management, task allocation rule management, user management, authority management, log management and data backup.
2. The IT device operation and maintenance management system of claim 1, wherein: the technical state management of the device comprises: monitoring and analyzing the state of the equipment, recording the point inspection of the equipment, recording the accident fault condition, maintaining the equipment and recording the operation of the equipment; wherein the content of the first and second substances,
the state detection and analysis of the equipment comprises the steps of acquiring data and analysis results of equipment state monitoring by using a data acquisition analyzer and analysis software;
the equipment point inspection record comprises a record which can be input by a worker and can be inquired;
the accident fault condition can be recorded, including fault type, fault data, fault detailed description and the like, and can be inquired;
the equipment maintenance can record the specific maintenance condition of the equipment every time, including maintenance time and maintenance parts and can carry out inquiry;
and recording the operation record of the equipment, namely recording the operation condition of the equipment on a record and inquiring.
3. The IT device operation and maintenance management system of claim 1, wherein: the temporary task applies for the equipment needing to be changed, scrapped and disposed in the planning task and the temporary task through an asset management module;
the equipment maintenance machine account management: the state and maintenance records of the equipment form an equipment maintenance ledger, and a user can inquire through combination conditions such as equipment name and fault type;
the task allocation comprises the following steps: after the scheduled task and the temporary task enter the maintenance stage, the user can set the next task handler by himself or the system can automatically select the next task handler, and the automatic selection process is that the task is automatically distributed and circulated according to the task distribution rule set by the user himself.
4. The IT device operation and maintenance management system of claim 1, wherein: the service level management: classifying the tasks in a grading way, namely classifying different equipment faults and maintenance tasks, classifying the tasks in grades such as emergency, routine and the like, giving different processing priorities to the different task grades, identifying the different task grades, and scientifically distributing the tasks by combining a task distribution rule of a system.
5. The IT device operation and maintenance management system of claim 1, wherein: the knowledge collection comprises a collection mode and knowledge classification; wherein the content of the first and second substances,
the user can gather the content to the system rapidly and store concentratedly through various modes such as uploading, manual entry, etc., support various file upload modes, support and upload and download in batches;
the knowledge classification is a multi-dimensional classification management mode which supports classification according to departments, content categories (such as fault processing experience, equipment archive data, technical data and the like) or formats and belongs to one or more categories;
the knowledge query comprises: the method comprises the following steps of fault handling experience query, data file query and an internal communication platform, wherein the fault handling experience query comprises the following steps:
1. the user carries out standardized description on the encountered problems;
2. the system takes a plurality of characteristics of the problems of the user as retrieval query conditions, and searches cases for solving similar problems in the past from a case library;
3. using the selected closest case as a sample to form a processing method of the user's question;
4. analyzing the difference of the new and old cases, identifying the new situation of the problem of the user, and correcting the solution obtained by mediation;
5. sorting the new cases and adding the new cases into a case base;
the data file inquiry is to inquire the equipment file data and technical data through various inquiry conditions, the knowledge updating is to count according to the use frequency of various knowledge in the inquiry counting module, and the updating operation can be carried out on the knowledge, such as necessary modification and deletion operation;
the user carries out standardized description on the encountered problems, and the method comprises the following steps:
the method comprises the steps of obtaining a problem of a user, and retrieving a knowledge graph of the problem of the user based on a semantic dictionary according to the problem of the user;
constructing a tree structure diagram of the user problem according to the knowledge graph;
determining the distance between the branch end point of the tree structure diagram and the main vertex of the tree structure diagram according to the tree structure diagram;
determining the hierarchical structure of the knowledge graph and the association degree of the branches of the knowledge graph and the user question according to the distance;
generating a normalized description text of the user problem according to the association degree and the hierarchy of the knowledge graph;
the system searches cases which solve similar problems in the past from a case base by taking a plurality of characteristics of the problems of the user as retrieval query conditions, and comprises the following steps:
the method comprises the steps of obtaining a question of a user, and obtaining a content text of the question of the user;
performing word segmentation on the content text, and performing part-of-speech tagging;
analyzing the part of speech of the content text according to the part of speech tag, and determining a subject of the question of the user; wherein the content of the first and second substances,
the part-of-speech analysis comprises question classification, syntactic analysis and semantic analysis;
determining synonyms of the subject according to the subject, and performing synonym retrieval and subject retrieval in the case library to obtain retrieval results;
determining an answer collection according to the retrieval result;
and sequencing the answers according to the answer collection, and determining cases for solving similar problems in the case base.
6. The IT device operation and maintenance management system of claim 5, wherein: the system takes a plurality of characteristics of the problems of the user as retrieval query conditions, searches cases which solve similar problems before from a case base, and also comprises the following steps:
step 1: acquiring a problem text of a problem of a user, and extracting a subject of the problem text;
step 2: according to the subject, searching a synonym set A ═ a of the subject in the case base1,a2,a3……ai}; wherein, the aiRepresenting the ith synonym in the case library;
and step 3: according to the synonym set A, determining a corresponding answer set B ═ { B ═ B1,b2,b3……bi}；
And 4, step 4: according to the answer set B, determining the total times N of the subjects appearing in the answer set and the average value of the times of the subjects appearing in each answer text of the answer set
And 5: determining the weight beta of the question according to the synonym set A and the answer set B;
step 6: normalizing the synonym set and the answer set according to the weight, and determining a case closest to the user's question in the case base:
wherein, the wi∈A∪B。
7. The IT device operation and maintenance management system of claim 1, wherein: the asset account management comprises functions of adding, modifying, deleting and inquiring, wherein the adding is to establish an equipment tree according to the hierarchy of an organization, a bound user, a large class of equipment and equipment, basic data such as asset names, asset models, nameplate parameter information, affiliated departments, purchase prices, purchase time, switch names, port numbers, equipment state historical records and the like of each equipment can be newly added and can be stored after being recorded, the information of the assets exists in the system, the modification can find corresponding assets through the combination conditions of asset names, codes and the like, the relevant information of the assets is modified, the deletion refers to the deletion of the existing assets, the assets which are wrongly registered or are not required to be recorded after exiting, the assets can be deleted through the function, the deleted assets cannot be recovered again, only can be newly added, and the inquiry can be realized through the name, the name and the equipment, The printing bar code function automatically generates a unique bar code which can be pasted on an asset object according to the selected asset and in combination with the asset coding rule.
8. The IT device operation and maintenance management system of claim 1, wherein: the checking function is that the data in the bar code reader is checked with the data in the system database, the normal or abnormal data is processed to obtain the actual condition of the asset, and a checking report form can be generated according to an organization mechanism, the change management carries out system recording and tracking on the events of certain equipment which really needs to be changed, such as equipment replacement, hardware upgrading, software installation and the like, each change is ensured to be recorded, and the events are examined and approved layer by layer through a user-defined auditing flow, and the change records can be inquired in an asset ledger;
the user management includes:
(1) creating a new user and allocating roles for the new user;
(2) modifying the role and the login password of the existing user;
(3) and changing the user state, such as deleting and stopping.
9. The IT device operation and maintenance management system according to claim 1, wherein the query statistics comprise:
(1) personnel statistics, namely carrying out statistics on personnel function division conditions of an operation and maintenance department according to months;
(2) asset statistics, namely carrying out statistics on the asset conditions of each category according to months, such as the conditions at the beginning of the month and at the end of the month and the difference between the two conditions;
(3) counting tasks, namely counting task completion conditions of each category according to months;
(4) carrying out knowledge statistics, namely carrying out statistics on various types of knowledge monthly;
(5) the asset composition analysis is to analyze the composition condition of the assets from the aspects of asset types, use departments and the like;
(6) the asset transition analysis is used for counting the specific situations of increase and decrease of assets in a specified month;
(7) and (4) equipment asset fault condition statistics, namely, a user counts the specific conditions of equipment asset fault times, fault types, maintenance states and the like.
10. A method of an IT device operation and maintenance management system, comprising an IT device operation and maintenance management system according to any one of claims 1 to 9, the method comprising:
(1) clicking a newly added problem on the basis of the original task, and registering the problem;
(2) selecting related personnel, and tracking the problems through flow;
(3) the problem processing flow comprises the steps of firstly, combining a knowledge base to see whether an existing solution exists or not, directly solving the problem if the existing solution exists, and entering the next step if the existing solution does not exist, namely classifying the problem → researching and diagnosing → identifying a known error → judging whether a similar solution exists or not, and solving the problem if the existing solution exists; otherwise, the solution of the problem is sought again until the result is confirmed, and the problem and the solution are brought into the knowledge base for filing.
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN113656647A (en) * | 2021-06-02 | 2021-11-16 | 韦东庆 | Intelligent operation and maintenance oriented engineering archive data management platform, method and system |
| CN113723756A (en) * | 2021-07-29 | 2021-11-30 | 甘肃新盛国资管理运营有限公司 | Network asset information management system |
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN113656647A (en) * | 2021-06-02 | 2021-11-16 | 韦东庆 | Intelligent operation and maintenance oriented engineering archive data management platform, method and system |
| CN113723756A (en) * | 2021-07-29 | 2021-11-30 | 甘肃新盛国资管理运营有限公司 | Network asset information management system |
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