CN114371952A - Process automation system based on ITSM system - Google Patents

Process automation system based on ITSM system Download PDF

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Publication number
CN114371952A
CN114371952A CN202111416004.4A CN202111416004A CN114371952A CN 114371952 A CN114371952 A CN 114371952A CN 202111416004 A CN202111416004 A CN 202111416004A CN 114371952 A CN114371952 A CN 114371952A
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itsm
unit
data
information
user
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梁玉刚
曾卫平
常鹏飞
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Shanghai Suqing Software Co ltd
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Shanghai Suqing Software Co ltd
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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
    • G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
    • G06F11/0706—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation the processing taking place on a specific hardware platform or in a specific software environment
    • G06F11/0709—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation the processing taking place on a specific hardware platform or in a specific software environment in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
    • G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
    • G06F11/079—Root cause analysis, i.e. error or fault diagnosis
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
    • G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
    • G06F11/0793—Remedial or corrective actions
    • 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
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • 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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Abstract

The invention belongs to the field of planning, research, development, implementation and operation of an IT system, and particularly discloses a process automation system based on an ITSM system, which comprises a cloud computing server, a computer terminal and a system server, wherein the cloud computing server runs ITSM service management system server software and is deployed at a remote cloud end, the computer terminal runs ITSM service management system client software and is deployed at a local place, and the computer terminal is in communication connection with the system server of the ITSM service management system of the cloud computing server through an ITSM service management system client; the ITSM service management system comprises an interface service module, an information intelligent matching module, a process management module and a knowledge base establishing module. The invention has high-efficiency daily operation maintenance mechanism, rapid event positioning and recovery and clear responsibility division, and can periodically collect the solution of the problem and accumulate and share knowledge; the working condition and the working effect of management personnel are quantized, and the input and output of IT management are determined.

Description

Process automation system based on ITSM system
Technical Field
The invention relates to the fields of planning, research, development, implementation and operation of an IT system, in particular to a process automation system based on an ITSM system.
Background
IT service management (ITSM) is a set of methodology to help enterprises to effectively manage the planning, development, implementation and operation of IT systems. ITSM originated from ITIL (IT Infrastructure Library), a suite of IT service management standards developed by CCTA (british national computer office) in 1980. The method of the UK in the aspect of IT management is summarized and becomes a standard, and a set of standard methods from planning, research and development, implementation to operation and maintenance are provided for IT departments of enterprises.
At present, informatization construction is deepened continuously, operation and maintenance work of IT equipment and software in the jurisdiction by an IT operation and maintenance department becomes more and more complex, and skill and difficulty is higher and higher. The traditional IT management mode mainly based on manpower has slow response time and long troubleshooting period, and seriously influences (the support of an IT operation and maintenance department to core services and the reputation of the IT operation department. meanwhile, the continuous complication of an IT environment leads to higher and higher requirements on the technical capability of maintenance personnel. therefore, the IT management is still born, and generally, a unit needs to consider the following two aspects in the aspect of IT management.
Disclosure of Invention
The present invention is directed to a process automation system based on an ITSM system, so as to solve the problems set forth in the background art.
In order to achieve the purpose, the invention provides the following technical scheme: a process automation system based on an ITSM system comprises a cloud computing server which runs ITSM service management system server software and is deployed at a remote cloud end, and a computer terminal which runs ITSM service management system client software and is deployed at a local place, wherein the computer terminal is in communication connection with a system server end of an ITSM service management system of the cloud computing server through an ITSM service management system client;
the ITSM service management system is used for establishing a unified IT operation and maintenance management working platform and comprises an interface service module, an information intelligent matching module, a process management module and a knowledge base establishing module; wherein:
the interface service module is used for providing a centralized and unified technical support entrance for a business department;
the intelligent information matching module is used for automatically matching user information, automatically associating keyword information in the work order and performing information matching;
the flow management module is used for maintaining an efficient daily operation maintenance mechanism of the system, and performing quick event positioning and recovery and clear authority division;
the knowledge base establishing module is used for regularly collecting a solution of the problem to form a knowledge base and accumulating and sharing knowledge.
Preferably, the interface service module comprises a permission access unit and a service interface calling unit;
the access unit defines access authority and a data sharing protocol by a manager, access authority information is embedded in a structured data file and stored in a cloud computing server, and the ID of the data adopts different formats according to different applications;
and the service interface calling unit judges the ID of the data according to the interface information of the data acquired by the user, calls and matches the ID of the data of the cloud computing server, and the users in the same sharing protocol have the same read-write permission on the data.
Preferably, the data sharing protocol supports real-time updating and is synchronously executed at the cloud computing server.
Preferably, the information intelligent matching module comprises a user information association unit and a work order information association unit;
the user information association unit can automatically associate the full name and other related information of the user when the user inputs a part of names, and the full name and other related information can be automatically acquired after one-time input;
and the work order information association unit automatically identifies keywords in the work order and associates the keywords with relevant knowledge in the knowledge base after the user submits the work order.
Preferably, the work order information association unit automatically sequences the associated knowledge according to heat, so as to realize quick positioning and searching of events.
Preferably, the process management module comprises an event positioning unit, an event recovery unit and a responsibility division unit;
the event positioning unit is used for associating the IP/MAC address as a key element of an event with a positioning point with predefined network attributes, and performing data mining and analysis on the associated basis;
the event recovery unit is used for backing up the received service event of the user when the computer terminal of the target user fails, and providing the backed-up service event to the target user again when the user is on-line again, so that the service event of the target user is not missed, and the cached data of the target user is recovered to the state before the off-line;
the responsibility division unit is used for defining the role of each user in the ITSM service management system and carrying out the designated assignment of corresponding responsibility and authority.
Preferably, the knowledge base establishing module comprises a data collecting unit and a knowledge base;
the data collection unit is used for periodically acquiring abnormal information generated in the system operation process, automatically storing a solution of an abnormal problem and storing data into a knowledge base;
the knowledge base can match the abnormal information with the stored data when the system has abnormal conditions, obtain a corresponding solution and automatically carry out fault repair.
Preferably, the data collection unit may also perform an active upload failure resolution.
Preferably, the ITSM service management system client software provides a multi-language version interface and a language management tool, and supports a distributed and centralized operation and maintenance system architecture.
Compared with the prior art, the invention has the beneficial effects that:
1. the process automation system is easy to customize, implement and use, helps an IT department to establish a uniform IT operation and maintenance management working platform, forms a centralized and uniform technical support entrance for business departments, and ensures services; the system has an efficient daily operation maintenance mechanism, rapid event positioning and recovery and clear responsibility division, and can periodically collect the solution of the problem to form a knowledge base for accumulation and sharing of knowledge; the working condition and the working effect of management personnel are quantized, and the input and output of IT management are determined.
2. The invention provides a multi-language version interface and a language management tool, supports a distributed and centralized operation and maintenance system architecture, and meets the requirement of global operation and maintenance service management; the intelligent matching function of legal user information in the system can automatically associate the full name of a user and other related information without inputting a complete name by the user or an engineer, and the full name and other related information can be automatically acquired by inputting once; after the work order is submitted, the knowledge in the knowledge base related to the keywords in the work order is automatically associated, and the associated knowledge is automatically sequenced according to the heat degree, so that an engineer can conveniently and quickly position and the resolution of an event is improved.
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Fig. 1 is a schematic view of the overall structure 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, the present invention provides a technical solution: a process automation system based on an ITSM system comprises a cloud computing server which runs ITSM service management system server software and is deployed at a remote cloud end, and a computer terminal which runs ITSM service management system client software and is deployed at a local place, wherein the computer terminal is in communication connection with a system server end of an ITSM service management system of the cloud computing server through an ITSM service management system client;
the ITSM service management system is used for establishing a unified IT operation and maintenance management working platform and comprises an interface service module, an information intelligent matching module, a process management module and a knowledge base establishing module; wherein:
the interface service module is used for providing a centralized and unified technical support entrance for a business department;
the intelligent information matching module is used for automatically matching user information, automatically associating keyword information in the work order and performing information matching;
the flow management module is used for maintaining an efficient daily operation maintenance mechanism of the system, and performing quick event positioning and recovery and clear authority division;
the knowledge base establishing module is used for regularly collecting a solution of the problem to form a knowledge base and accumulating and sharing knowledge.
Furthermore, the ITSM service management system user side software provides a multi-language version interface and a language management tool, and supports a distributed and centralized operation and maintenance system architecture.
Example 1: the interface service module comprises a permission access unit and a service interface calling unit;
the access unit defines access authority and a data sharing protocol by a manager, access authority information is embedded in a structured data file and stored in a cloud computing server, and the ID of the data adopts different formats according to different applications;
and the service interface calling unit judges the ID of the data according to the interface information of the data acquired by the user, calls and matches the ID of the data of the cloud computing server, and the users in the same sharing protocol have the same read-write permission on the data.
In the embodiment, the data sharing protocol supports real-time updating and is synchronously executed at the cloud computing server.
Example 2: the information intelligent matching module comprises a user information correlation unit and a work order information correlation unit;
the user information association unit can automatically associate the full name and other related information of the user when the user inputs a part of names, and the full name and other related information can be automatically acquired after one-time input;
and the work order information association unit automatically identifies keywords in the work order and associates the keywords with relevant knowledge in the knowledge base after the user submits the work order.
In this embodiment, the work order information association unit automatically orders the associated knowledge according to the heat, so as to realize quick positioning and searching of events.
Example 3: the flow management module comprises an event positioning unit, an event recovery unit and a responsibility division unit;
the event positioning unit is used for associating the IP/MAC address as a key element of an event with a positioning point with predefined network attributes, and performing data mining and analysis on the associated basis;
the event recovery unit is used for backing up the received service event of the user when the computer terminal of the target user fails, and providing the backed-up service event to the target user again when the user is on-line again, so that the service event of the target user is not missed, and the cached data of the target user is recovered to the state before the off-line;
the responsibility division unit is used for defining the role of each user in the ITSM service management system and carrying out the designated assignment of corresponding responsibility and authority.
Example 4: the knowledge base establishing module comprises a data collecting unit and a knowledge base;
the data collection unit is used for periodically acquiring abnormal information generated in the system operation process, automatically storing a solution of an abnormal problem and storing data into a knowledge base;
the knowledge base can match the abnormal information with the stored data when the system has abnormal conditions, obtain a corresponding solution and automatically carry out fault repair.
In this embodiment, the data collection unit may further perform an active upload failure resolution.
The process automation system is easy to customize, implement and use, helps an IT department to establish a uniform IT operation and maintenance management working platform, forms a centralized and uniform technical support entrance for business departments, and ensures services; the system has an efficient daily operation maintenance mechanism, rapid event positioning and recovery and clear responsibility division, and can periodically collect the solution of the problem to form a knowledge base for accumulation and sharing of knowledge; the working condition and the working effect of management personnel are quantized, and the input and output of IT management are determined. A multi-language version interface and a language management tool are provided, a distributed and centralized operation and maintenance system architecture is supported, and the requirement of global operation and maintenance service management is met; the intelligent matching function of legal user information in the system can automatically associate the full name of a user and other related information without inputting a complete name by the user or an engineer, and the full name and other related information can be automatically acquired by inputting once; after the work order is submitted, the knowledge in the knowledge base related to the keywords in the work order is automatically associated, and the associated knowledge is automatically sequenced according to the heat degree, so that an engineer can conveniently and quickly position and the resolution of an event is improved.
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 (9)

1. The ITSM system-based process automation system is characterized by comprising a cloud computing server which runs ITSM service management system server software and is deployed at a remote cloud end, and a computer terminal which runs ITSM service management system client software and is deployed at a local place, wherein the computer terminal is in communication connection with a system server of an ITSM service management system of the cloud computing server through an ITSM service management system client;
the ITSM service management system is used for establishing a unified IT operation and maintenance management working platform and comprises an interface service module, an information intelligent matching module, a process management module and a knowledge base establishing module; wherein:
the interface service module is used for providing a centralized and unified technical support entrance for a business department;
the intelligent information matching module is used for automatically matching user information, automatically associating keyword information in the work order and performing information matching;
the flow management module is used for maintaining an efficient daily operation maintenance mechanism of the system, and performing quick event positioning and recovery and clear authority division;
the knowledge base establishing module is used for regularly collecting a solution of the problem to form a knowledge base and accumulating and sharing knowledge.
2. The ITSM system-based process automation system of claim 1, wherein: the interface service module comprises a permission access unit and a service interface calling unit;
the access unit defines access authority and a data sharing protocol by a manager, access authority information is embedded in a structured data file and stored in a cloud computing server, and the ID of the data adopts different formats according to different applications;
and the service interface calling unit judges the ID of the data according to the interface information of the data acquired by the user, calls and matches the ID of the data of the cloud computing server, and the users in the same sharing protocol have the same read-write permission on the data.
3. The ITSM system-based process automation system of claim 2, wherein: the data sharing protocol supports real-time updates and is executed synchronously at a cloud computing server.
4. The ITSM system-based process automation system of claim 1, wherein: the information intelligent matching module comprises a user information correlation unit and a work order information correlation unit;
the user information association unit can automatically associate the full name and other related information of the user when the user inputs a part of names, and the full name and other related information can be automatically acquired after one-time input;
and the work order information association unit automatically identifies keywords in the work order and associates the keywords with relevant knowledge in the knowledge base after the user submits the work order.
5. The ITSM system-based process automation system of claim 4, wherein: and the work order information association unit automatically sequences the associated knowledge according to the heat degree, so as to realize the quick positioning and searching of the event.
6. The ITSM system-based process automation system of claim 1, wherein: the flow management module comprises an event positioning unit, an event recovery unit and a responsibility division unit;
the event positioning unit is used for associating the IP/MAC address as a key element of an event with a positioning point with predefined network attributes, and performing data mining and analysis on the associated basis;
the event recovery unit is used for backing up the received service event of the user when the computer terminal of the target user fails, and providing the backed-up service event to the target user again when the user is on-line again, so that the service event of the target user is not missed, and the cached data of the target user is recovered to the state before the off-line;
the responsibility division unit is used for defining the role of each user in the ITSM service management system and carrying out the designated assignment of corresponding responsibility and authority.
7. The ITSM system-based process automation system of claim 1, wherein: the knowledge base establishing module comprises a data collecting unit and a knowledge base;
the data collection unit is used for periodically acquiring abnormal information generated in the system operation process, automatically storing a solution of an abnormal problem and storing data into a knowledge base;
the knowledge base can match the abnormal information with the stored data when the system has abnormal conditions, obtain a corresponding solution and automatically carry out fault repair.
8. The ITSM system-based process automation system of claim 7, wherein: the data gathering unit may also perform an active upload failure resolution.
9. The ITSM system-based process automation system of claim 1, wherein: the ITSM service management system user side software provides a multi-language version interface and a language management tool, and supports a distributed and centralized operation and maintenance system architecture.
CN202111416004.4A 2021-11-25 2021-11-25 Process automation system based on ITSM system Pending CN114371952A (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
CN202111416004.4A CN114371952A (en) 2021-11-25 2021-11-25 Process automation system based on ITSM system

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
CN202111416004.4A CN114371952A (en) 2021-11-25 2021-11-25 Process automation system based on ITSM system

Publications (1)

Publication Number Publication Date
CN114371952A true CN114371952A (en) 2022-04-19

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