CN113592258A - Management system and operation and maintenance method based on intelligent IT operation and maintenance - Google Patents
Management system and operation and maintenance method based on intelligent IT operation and maintenance Download PDFInfo
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Abstract
The invention discloses a management system and an operation and maintenance method based on intelligent IT operation and maintenance, which comprises a configuration module, an operation and maintenance flow module and a service flow module, wherein the configuration module, the operation and maintenance flow module and the service flow module are interacted through a service bus; configuring a flow node with a specific function according to a service scene, and configuring a self-defined operation and maintenance flow by using the flow node; configuring operation and maintenance flows and trigger conditions of the operation and maintenance flows, and importing necessary configuration items; configuring a calling mode of each process node in the operation and maintenance process; when the user behavior meets the triggering condition of the process, the intelligent operation and maintenance operation is automatically executed according to the operation and maintenance process corresponding to the triggering condition.
Description
Technical Field
The invention belongs to the technical field of network operation and maintenance, and particularly relates to a management system and method based on intelligent IT operation and maintenance.
Background
it operation and maintenance refers to the comprehensive management of the soft and hard operation environment, the it business system and the it operation and maintenance personnel by the unit it department by adopting related methods, means, techniques, systems, flows, documents and the like. In the field of telecommunication operation and maintenance, a plurality of routine maintenance operations exist, including indexes which are checked regularly, executed tasks or similar maintenance behaviors, and a great deal of repetitive labor is involved in routine work of maintenance personnel.
The initial operation and maintenance work is done manually by the staff. With the development of the industry, the periodic and repetitive characteristics exist in the daily maintenance operation, some related products have been introduced in the market to help solve the automatic execution problem of such operations so as to reduce the repetitive operations of the personnel, and the products generally adopt two schemes when solving the problem: one is a time-based task scheduling scheme; another is a priority-based task scheduling scheme.
The scheduling method is time-driven in nature and is suitable for simple systems with stable and known input, the scheduling algorithm is determined during design, a Gantt chart is a representation form of the time-based tasks, and clear arrangement and design are made in advance for the starting time, the switching time, the ending time and the like of each task in the design stage of the system. The scheduling algorithm is suitable for application environments of small embedded systems, automatic control systems, sensors and the like. The advantage of this scheduling algorithm is that the execution of tasks is very predictable, but the biggest disadvantage is the lack of flexibility.
Generally, most operation and maintenance products on the market at present automatically perform pre-fabricated operations through steps of pre-configuration, timed tasks and the like, and cannot perform adaptive adjustment according to changes driven by work orders. Meanwhile, the existing automatic operation and maintenance system is mainly limited in the scene of monitoring operation and maintenance, and cannot adapt to the automatic operation and maintenance management operation under the more complex operation and maintenance requirement.
Disclosure of Invention
The purpose of the invention is as follows: aiming at the problems in the prior art, the invention provides the intelligent IT operation and maintenance-based management system and the operation and maintenance method which have predictability, high flexibility and strong adaptability and are suitable for various scenes.
The technical scheme is as follows: a management system based on intelligent IT operation and maintenance comprises a configuration module, an operation and maintenance flow module and a service flow module; the configuration module, the operation and maintenance flow module and the service flow module are interacted through a service bus;
the configuration module is used for configuring management and maintenance information of various resources;
the operation and maintenance flow module is used for configuring flow nodes with specific functions, receiving the flow nodes to call and configure a customized operation and maintenance flow, and completing the operation of resource management and information maintenance;
and the service flow module is used for configuring the calling mode of each flow node to the operation and maintenance flow module.
Specifically, the service flow module is configured to convert information input in the operation and maintenance flow into input information for the operation and maintenance flow module, and update the input information, the operation and maintenance flow, and the operation and maintenance result as resources to the configuration module.
Specifically, the configuration module is configured to configure information acquired from the service flow module or the operation and maintenance flow module as management and maintenance information of resources in real time for subsequent personnel to call.
Specifically, the configuration module establishes a topological relationship of the resources by establishing an association of configuration attributes between the configured management and maintenance information of the resources.
Specifically, the service flow module is used for customizing the operation and maintenance flow, automatically scheduling the operation and maintenance flow module according to the trend of the operation and maintenance flow and input information, and updating the configuration module or scheduling specific resources; and judging the flow nodes of the next step of the operation and maintenance flow by reading the input and the output before the current flow nodes of the operation and maintenance flow.
An operation and maintenance method based on an intelligent IT operation and maintenance management system comprises the following steps: configuring a flow node with a specific function according to a service scene, and configuring a self-defined operation and maintenance flow by using the flow node; configuring operation and maintenance flows and trigger conditions of the operation and maintenance flows, and importing necessary configuration items; configuring a calling mode of each process node in the operation and maintenance process; and when the user behavior meets the triggering condition of the process, automatically executing intelligent operation and maintenance operation according to the operation and maintenance process corresponding to the triggering condition.
Specifically, when input information appears during execution of the operation and maintenance flow, the input information is converted into input information for the operation and maintenance flow module; and updating the input information, the operation and maintenance flow and the operation and maintenance result to a configuration module as resources.
Specifically, in the execution process of the operation and maintenance flow, the information acquired from the service flow module or the operation and maintenance flow module is configured as the management and maintenance information of the resource in real time for the follow-up personnel to call.
Specifically, after the operation and maintenance processes and the trigger conditions of each operation and maintenance process are configured and necessary configuration items are imported, the association of the configuration attributes between the configured management and maintenance information of the resources is established, and the topological relation of the resources is established.
Specifically, when the user performs user-defined configuration on the operation and maintenance flow, the operation and maintenance flow module is automatically scheduled according to the trend of the operation and maintenance flow and input information, and the configuration module is updated or specific resources are scheduled; and reading the input and the output before the current process node of the operation and maintenance process, and judging the process node of the next step of the operation and maintenance process.
Has the advantages that: compared with the prior art, the invention has the advantages that:
1. the automatic intelligent operation and maintenance system comprises a module, a control module and a control module, wherein the operation and maintenance module is used for converting information input in an operation and maintenance flow into input information for the operation and maintenance flow module; the input information, the operation and maintenance flow and the operation and maintenance result are used as resources to be updated to the configuration module, and the flow is examined and approved and executed simultaneously in the relevant process, so that real-time feedback can be provided for the trend of the flow, and the flow failure is prevented; the problems that rollback processing and real-time adjustment are difficult if an automatic execution error occurs in the existing automatic execution scheme are solved.
2. The automatic intelligent operation and maintenance system comprises a user-defined operation and maintenance flow, an operation and maintenance flow module is automatically scheduled according to the trend of the operation and maintenance flow and input information, and updating of a configuration module or scheduling of specific resources is carried out; the input and the output before the current process node of the operation and maintenance process are read, and the process node of the next step of the operation and maintenance process is judged, so that the missing supplementing step can be called according to the actual working condition requirement in real time; the method is not only suitable for it operation and maintenance scenes, but also widely suitable for oa offices, workflow approval and other general working scenes.
3. The automatic intelligent operation and maintenance method updates the process initiated by the service module to the configuration module in real time or performs other operations through the operation of the operation and maintenance module through the cooperation among the modules, and then updates the operation result to the configuration module, so that the process additional information of the operation and maintenance process is also used as a part of resources and is updated to the configuration module for the use and association of the subsequent process.
Drawings
FIG. 1 is a flow chart of the system operation and maintenance of the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be described clearly and completely with reference to the accompanying drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only some embodiments of the present invention, not all embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without any inventive step, are within the scope of the present invention.
An automated intelligent operation and maintenance system comprising: the configuration module is used for configuring management and maintenance information of various resources; the operation and maintenance flow module is used for configuring flow nodes with specific functions, receiving the flow nodes, calling and configuring a customized operation and maintenance flow, and completing the operation of resource management and information maintenance; the service flow module is used for configuring the calling mode of each flow node to the operation and maintenance flow module; the configuration module, the operation and maintenance flow module and the service flow module are interacted through a service bus.
On the basis of the technical scheme, the service flow module is further used for converting information input in the operation and maintenance flow into input information for the operation and maintenance flow module; and updating the input information, the operation and maintenance flow and the operation and maintenance result to a configuration module as resources.
On the basis of the technical scheme, the method comprises the following steps: the configuration module is also used for configuring the information acquired from the service flow module or the operation and maintenance flow module into the management and maintenance information of the resource in real time for the follow-up personnel to call.
On the basis of the technical scheme, the method further comprises the following steps: the configuration module is also used for establishing the topological relation of the resources by establishing the association of the configuration attributes between the configured management and maintenance information of the resources.
On the basis of the technical scheme, the method further comprises the following steps: the service flow module is also used for customizing the operation and maintenance flow, automatically scheduling the operation and maintenance flow module according to the trend of the operation and maintenance flow and input information, and updating the configuration module or scheduling specific resources; and judging the process node of the next step of the operation and maintenance process by reading the input and output of the operation and maintenance process before the current process node.
An automated intelligent operation and maintenance method using the automated intelligent operation and maintenance system comprises the following steps: configuring a flow node with a specific function according to a service scene, and configuring a self-defined operation and maintenance flow by using the flow node; configuring operation and maintenance flows and trigger conditions of the operation and maintenance flows, and importing necessary configuration items; configuring a calling mode of each process node in the operation and maintenance process; and when the user behavior meets the triggering condition of the process, automatically executing intelligent operation and maintenance operation according to the operation and maintenance process corresponding to the triggering condition.
On the basis of the technical scheme, the method further comprises the following steps: when input information appears in the operation and maintenance flow execution, converting the input information into input information for an operation and maintenance flow module; and updating the input information, the operation and maintenance flow and the operation and maintenance result to a configuration module as resources.
On the basis of the technical scheme, the method further comprises the following steps: and in the execution process of the operation and maintenance flow, configuring the information acquired from the service flow module or the operation and maintenance flow module into the management and maintenance information of the resource in real time for the follow-up personnel to call.
On the basis of the technical scheme, after the operation and maintenance process and the trigger condition of each operation and maintenance process are configured and necessary configuration items are imported, the association of the configuration attributes between the configured management and maintenance information of the resources is established, and the topological relation of the resources is established.
On the basis of the technical scheme, when a user carries out user-defined configuration on the operation and maintenance flow, the operation and maintenance flow module is automatically scheduled according to the trend of the operation and maintenance flow and input information, and the configuration module is updated or specific resources are scheduled; and reading the input and the output before the current process node of the operation and maintenance process, and judging the process node of the next step of the operation and maintenance process.
As shown in FIG. 1, the event manager is responsible for event analysis, multiple events, first and second lines of the problem management process all represent the affiliates;
and (3) service flow: user submits trouble request → inputs request information in the service desk → service call classification → assigns priority → rapid process → assigns work order → inputs work order → confirms work order is completed → assigns first line → assigns second line if the solution submitted in the knowledge base is not resolved and informs event manager of the solution submitted in the knowledge base
1. Service desk
A Service Desk (Service Desk) plays an extremely important role in Service support. A fully-intended service desk is understood to be the "foreground" of other IT departments and service processes that can handle a large number of customer requests without the need to contact a particular technician. The helpdesk is the only point of connection for the user to the IT department, ensuring that they find the relevant people to help them solve the problem and request.
The helpdesk is not only responsible for handling incidents, problems and customer inquiries, but also provides an interface for other activities and processes. These activities and processes include customer change requests, maintenance contracts, service level management, configuration management, availability management, and persistence management, among others.
2. Accident management
An Incident (Incident) refers to an activity that does not operate in compliance with the IT service standard that causes or is likely to cause a service disruption or a reduction in quality of service. The accidents referred to herein include not only software and hardware failures but also service requests such as status queries, reset passwords, database exports, etc.
The goal of incident management is to restore the IT system to the service level defined by the service level agreement as quickly as possible with as little impact on customer and user traffic as possible, while recording the incident to provide support for other processes.
3. Problem management
Before the cause of the accident has not been identified, the underlying cause of the accident is called a problem. Problem management emphasizes finding the root cause of an accident, making an appropriate solution or preventive measures to prevent it from happening again. The main targets of problem management are to find problems existing in a user IT system, prevent events from occurring, improve the first-line event/fault resolution rate of help desk/event management, and improve the overall service quality of an enterprise and the satisfaction degree of customers.
4. Configuration change management
Changes refer to all activities that involve changes and alterations to the elements of an IT environment, such as network infrastructure, hosts and operating systems, databases and application software. Configuration change management refers to a series of management processes and activities ranging from the processing of change requests, approval of changes, preparation of changes, implementation of changes, confirmation or rejection after implementation of changes, recovery management, control and tracking of changes, distribution of change results, to the final formation of change management reports. The primary purpose of change management is to ensure that all production environment changes are evaluated and recorded, thereby controlling risk.
5. Knowledge base problem base management
The system construction aims to not only standardize, record, supervise and urge and automatically manage work, but also help support personnel at all levels to improve the skill level and simplify IT service tasks. And is a means for reducing the dependence on a particular individual. These needs are accomplished through the accumulation and sharing of knowledge and experience.
The preferred embodiments of the invention disclosed above are intended to be illustrative only. The preferred embodiments are not intended to be exhaustive or to limit the invention to the precise embodiments disclosed. Obviously, many modifications and variations are possible in light of the above teaching. The embodiments were chosen and described in order to best explain the principles of the invention and the practical application, to thereby enable others skilled in the art to best utilize the invention.
Claims (10)
1. The utility model provides a management system based on intelligence IT fortune dimension which characterized in that: the system comprises a configuration module, an operation and maintenance flow module and a service flow module; the configuration module, the operation and maintenance flow module and the service flow module are interacted through a service bus;
the configuration module is used for configuring management and maintenance information of various resources;
the operation and maintenance flow module is used for configuring flow nodes with specific functions, receiving the flow nodes to call and configure a customized operation and maintenance flow, and completing the operation of resource management and information maintenance;
and the service flow module is used for configuring the calling mode of each flow node to the operation and maintenance flow module.
2. The intelligent IT operation and maintenance-based management system according to claim 1, characterized in that: the service flow module is used for converting information input in the operation and maintenance flow into input information for the operation and maintenance flow module, and updating the input information, the operation and maintenance flow and the operation and maintenance result to the configuration module as resources.
3. The intelligent IT operation and maintenance-based management system according to claim 1, characterized in that: the configuration module is used for configuring the information acquired from the service flow module or the operation and maintenance flow module into the management and maintenance information of the resource in real time for the follow-up personnel to call.
4. The intelligent IT operation and maintenance-based management system according to claim 1, characterized in that: the configuration module establishes the topological relation of the resources by establishing the association of the configuration attributes between the configured management and maintenance information of the resources.
5. The intelligent IT operation and maintenance-based management system according to claim 1, characterized in that: the service flow module is used for customizing the operation and maintenance flow, automatically scheduling the operation and maintenance flow module according to the trend of the operation and maintenance flow and input information, and updating the configuration module or scheduling specific resources; and judging the flow nodes of the next step of the operation and maintenance flow by reading the input and the output before the current flow nodes of the operation and maintenance flow.
6. The operation and maintenance method based on the intelligent IT operation and maintenance management system according to any one of claims 1 to 5, characterized by comprising the following steps: configuring a flow node with a specific function according to a service scene, and configuring a self-defined operation and maintenance flow by using the flow node; configuring operation and maintenance flows and trigger conditions of the operation and maintenance flows, and importing necessary configuration items; configuring a calling mode of each process node in the operation and maintenance process; and when the user behavior meets the triggering condition of the process, automatically executing intelligent operation and maintenance operation according to the operation and maintenance process corresponding to the triggering condition.
7. The operation and maintenance method based on the intelligent IT operation and maintenance management system as claimed in claim 6, wherein: when input information appears during operation and maintenance flow execution, the input information is converted into input information for an operation and maintenance flow module; and updating the input information, the operation and maintenance flow and the operation and maintenance result to a configuration module as resources.
8. The operation and maintenance method based on the intelligent IT operation and maintenance management system as claimed in claim 6, wherein: and in the operation and maintenance flow execution process, configuring the information acquired from the service flow module or the operation and maintenance flow module into resource management and maintenance information in real time for subsequent personnel to call.
9. The operation and maintenance method based on the intelligent IT operation and maintenance management system as claimed in claim 6, wherein: and after the operation and maintenance flows and the trigger conditions of each operation and maintenance flow are configured and necessary configuration items are imported, establishing the association of the configuration attributes between the configured management and maintenance information of the resources and establishing the topological relation of the resources.
10. The operation and maintenance method based on the intelligent IT operation and maintenance management system as claimed in claim 6, wherein: when the user performs user-defined configuration on the operation and maintenance flow, the operation and maintenance flow module is automatically scheduled according to the trend of the operation and maintenance flow and input information, and the configuration module is updated or specific resources are scheduled; and reading the input and the output before the current process node of the operation and maintenance process, and judging the process node of the next step of the operation and maintenance process.
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| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101901399A (en) * | 2009-05-27 | 2010-12-01 | 北京正辰科技发展有限责任公司 | Operation management platform |
| CN111240935A (en) * | 2020-01-13 | 2020-06-05 | 烽火云科技有限公司 | Automatic intelligent operation and maintenance system and operation and maintenance method |
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| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101901399A (en) * | 2009-05-27 | 2010-12-01 | 北京正辰科技发展有限责任公司 | Operation management platform |
| CN111240935A (en) * | 2020-01-13 | 2020-06-05 | 烽火云科技有限公司 | Automatic intelligent operation and maintenance system and operation and maintenance method |
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