CN114819769A - Slicing processing method and system for IT service task - Google Patents
Slicing processing method and system for IT service task Download PDFInfo
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- G06Q10/063112—Skill-based matching of a person or a group to a task
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- 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
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Abstract
The invention discloses a slice processing method and a slice processing system for an IT service task, wherein the method comprises the following steps: establishing an engineer resource library in advance; acquiring and decomposing the work content of the IT service task to obtain a plurality of subtasks; comparing the skill labels of the engineers with the skill labels of each subtask so as to screen out a plurality of full-matching engineers for each subtask; if partial subtasks fail to screen out full-matching engineers, decomposing the IT service task again to obtain another plurality of subtasks, and comparing again until each subtask screens out a plurality of full-matching engineers; and generating a work order for each subtask, and recording the ID information of the multiple fully matched engineers of each subtask in the information of the corresponding work order for selecting the order-receiving engineer from the information. The invention enables an IT service company to complete IT service tasks with high efficiency and high quality.
Description
Technical Field
The invention relates to the technical field of information technology service, in particular to a slicing processing method and system for an IT service task.
Background
Since IT services often involve highly specialized technologies, engineers who implement the services must be fully qualified in terms of expertise to meet the needs of the services they implement in order to provide high quality technical services. Therefore, when providing IT services to customers, IT service companies need to ensure that the engineers they send are competent for the corresponding service tasks. To ensure this, the IT service company may first establish a platform and store information of a plurality of engineers on the platform, so that when the engineers need to be dispatched to implement the IT service, the appropriate engineers can be screened from the engineers stored in the platform in advance to dispatch the information.
However, since the customer's IT service needs often involve aspects of the entire IT system, such as maintenance, troubleshooting, system configuration, etc., of IT equipment of different types, different manufacturers, and different models, IT is possible that the problem solution may not be timely effective, whether in terms of workload or required professional skills, be beyond the capability of a single engineer.
Disclosure of Invention
Based on the above situation, a primary objective of the present invention is to provide a slicing processing method and system for an IT service task, so as to achieve matching of the task after slicing decomposition with the skills of engineers, and ensure that each part after decomposition is completed by an appropriate engineer capable of ensuring the service quality, so that an IT service company can complete the IT service task with high efficiency and high quality, thereby improving the customer experience and reducing the production and operation costs.
In order to achieve the purpose, the technical scheme adopted by the invention is as follows:
in a first aspect, the present invention provides a slicing processing method for an IT service task, which is applied to a cloud platform and is used for decomposing the IT service task into a plurality of work orders, and the method includes the following steps:
s100, an engineer resource library is established in advance, information of a plurality of engineers is input into the engineer resource library, the information of each engineer comprises a plurality of first skill tags used for representing a plurality of skills of the engineer, and each first skill tag is stored as a field in a database;
s200, acquiring work content of an IT service task, decomposing the IT service task according to work objects and work matters related to the work content to obtain a plurality of subtasks, enabling each subtask to comprise at least one work object and one or more work matters aiming at the at least one work object, and setting a plurality of second skill tags for each subtask based on the at least one work object and the one or more work matters to be used for representing skills required for completing the subtask;
s300, comparing the second skill labels of the subtasks with the first skill labels in the engineer information in the engineer resource library respectively so as to screen out a plurality of fully matched engineers for each subtask, wherein the fully matched engineers refer to the plurality of first skill labels of the engineer which completely cover the plurality of second skill labels of the corresponding subtasks;
s400, if partial subtasks fail to screen out full-matching engineers, returning to the step S200 to decompose the IT service task again to obtain another plurality of subtasks with different numbers and/or incompletely identical second skill labels, and re-executing the step S300 until each subtask screens out a plurality of full-matching engineers;
and S500, generating a work order for each subtask, storing the work order in a work order database, and recording the ID information of the multiple fully-matched engineers of each subtask in the information of the corresponding work order so as to select the order-receiving engineers of each work order from the information.
Preferably, in the step S100, the information of each engineer further includes a location tag, which is used to indicate an area where the engineer is located, where the location tag is stored as a field in a database;
in step S200, the working content of the IT service task is obtained, meanwhile, the location information of the IT service task is obtained, the engineer resource library is searched based on the location information, the location label in the engineer information and the skill label of an engineer matched with the location information are counted and gathered, and the location label is pushed and displayed to be used as the reference information when the IT service task is decomposed.
Preferably, in step S400, when returning to step S200 to decompose the IT service task again, merging the subtask that fails to be screened with the work object and the work item of at least a part of the subtasks that have been screened to form a new task to be decomposed, and decomposing the new task to be decomposed again to obtain another plurality of subtasks with different numbers and/or with incompletely identical second skill labels.
Preferably, after the step S500, the method further comprises the steps of:
s600, reading the ID information of each fully matched engineer of each work order, sending order receiving invitation information of the corresponding work order to the terminal equipment of each engineer, and selecting one engineer as an order receiving engineer of the corresponding work order from the engineers returning order receiving response information; and if part of the work orders do not determine the order receiving engineer within the preset time, re-decomposing the subtasks corresponding to the work orders, resetting the skill labels, and re-executing the steps S300-S500.
Preferably, in step S500, the information of each work order includes a price factor, and the value of the price factor is a number less than or equal to 1;
in the step S600:
the order receiving invitation information comprises price information of a corresponding work order;
for any work order, after the order receiving invitation information corresponding to the work order is sent to the terminal equipment of each engineer, if the order receiving response information is not received in a first preset time period, the price factor in the work order information is read, whether the value of the price factor is not 1 or not is judged, if the value of the price factor is not 1, the value of the price factor is increased, the price information of the work order is updated according to the increased price factor, the updated price information is sent to the terminal equipment of each engineer again, and if the order receiving response information is not received in a second preset time period, the work order belongs to the engineer who is not determined to receive the order within the preset time.
In a second aspect, the present invention provides a slicing processing system for IT service tasks, comprising:
the system comprises an engineer resource library construction module, a database management module and a database management module, wherein the engineer resource library construction module is used for establishing an engineer resource library in advance, information of a plurality of engineers is input into the engineer resource library, the information of each engineer comprises a plurality of first skill labels and is used for representing a plurality of skills possessed by the engineer, and each first skill label is stored as a field in the database;
the task decomposition module is used for obtaining the work content of an IT service task, decomposing the IT service task according to the work objects and the work items related to the work content to obtain a plurality of subtasks, enabling each subtask to comprise at least one work object and one or more work items aiming at the at least one work object, and setting a plurality of second skill labels for each subtask based on the at least one work object and the one or more work items, wherein the second skill labels are used for expressing the skill required by the completion of the subtask;
the engineer screening module is used for comparing the second skill labels of the subtasks with the first skill labels in the engineer information in the engineer resource library respectively so as to screen a plurality of fully matched engineers for each subtask, wherein the fully matched engineers refer to the plurality of first skill labels of the engineer which completely cover the plurality of second skill labels of the corresponding subtasks;
the re-decomposition module is used for re-decomposing the IT service task to obtain another plurality of subtasks with different quantities and/or incompletely identical second skill labels when part of subtasks fail to screen out full-matching engineers;
and the work order generation module is used for generating a work order for each subtask, storing the work order in a work order database, and recording the ID information of the multiple fully-matched engineers of each subtask in the information of the corresponding work order so as to select the order-receiving engineer of each work order.
Preferably, when the engineer resource library building module establishes the engineer resource library in advance, the entered information of each engineer further includes a location tag for indicating an area where the engineer is located, wherein the location tag is stored as a field in the database;
the task decomposition module is also used for obtaining the location information of the IT service task when the work content of the IT service task is obtained, and based on the location information search the engineer resource library, the location label in the engineer information and the skill label of the engineer matched with the location information are counted and summarized, and are pushed and displayed to be used as the right reference information when the IT service task is decomposed.
Preferably, when the re-decomposition module decomposes the IT service task again, the sub-tasks of the completely matched engineers that cannot be screened out are merged with at least a part of the work objects and work items of the sub-tasks of the screened completely matched engineers to form a new task to be decomposed, and the new task to be decomposed is decomposed again to obtain another plurality of sub-tasks with different numbers and/or with incompletely identical second skill labels.
Preferably, the order receiving engineer determining module is further included, and is configured to read ID information of each fully matched engineer of each work order, send order receiving invitation information of a corresponding work order to terminal equipment of each engineer, and select one engineer as an order receiving engineer of the corresponding work order from engineers that return order receiving response information;
when the order receiving engineer determining module fails to determine the order receiving engineers of part of the work orders within the preset time, the re-decomposition module is further used for re-decomposing the subtasks corresponding to the work orders and resetting the skill labels, so that the engineer screening module re-screens the re-decomposed subtasks to obtain a plurality of full-matching engineers.
Preferably, the information of each work order recorded by the work order generation module further includes a price factor, and the value of the price factor is a number less than or equal to 1;
the order receiving engineer confirms that the order receiving invitation information sent by the module also contains price information of a corresponding work order;
for any work order, after the order receiving engineer determining module sends order receiving invitation information corresponding to the work order to the terminal equipment of each engineer, if the order receiving response information is not received in a first preset time period, reading a price factor in the work order information, judging whether the value of the price factor is not 1, if not, increasing the value of the price factor, updating the price information of the work order according to the increased price factor, sending the updated price information to the terminal equipment of each engineer again, and if the order receiving response information is not received in a second preset time period, determining that the work order belongs to the order receiving engineer not in the preset time period.
In a third aspect, the present invention provides an electronic device, comprising:
a processor; and
a memory having stored thereon a computer program enabling, when executed by the processor, a slicing processing method of an IT service task as described above.
In a fourth aspect, the present invention provides a computer-readable storage medium having stored thereon a computer program for executing a slicing processing method for an IT service task as described above.
According to the slicing processing method and system for the IT service task, the first skill label is set for an engineer on the platform, the IT service task is divided into a plurality of subtasks on the platform, the second skill label is set for each subtask, the first skill label and the second skill label are compared so that each subtask can be matched with the engineer with the skill completely meeting the requirement, the IT service task is re-divided and the second skill label is re-set under the condition that the subtasks cannot be completely matched until all subtasks can be matched with the engineer with the skill completely meeting the requirement, so that an IT service company can complete the IT service task with high efficiency and high quality, the customer experience is improved, and the production and management cost is reduced.
Other advantages of the present invention will be described in the detailed description, which is provided by the technical features and technical solutions.
Drawings
A preferred embodiment of the method for processing an information technology service requirement according to the present invention will be described below with reference to the accompanying drawings. In the figure:
FIG. 1 is a flow chart diagram of a preferred embodiment of a slicing processing method of an IT service task of the present invention;
FIG. 2 is a schematic diagram of a preferred embodiment of a slicing processing system for IT service tasks in accordance with the present invention;
FIG. 3 is a schematic diagram of another preferred embodiment of a slicing processing system for IT service tasks in accordance with the present invention.
Detailed Description
The present invention will be described below based on examples, but the present invention is not limited to only these examples. In the following detailed description of the present invention, certain specific details are set forth in order to avoid obscuring the nature of the present invention, well-known methods, procedures, and components have not been described in detail.
Further, those of ordinary skill in the art will appreciate that the drawings provided herein are for illustrative purposes and are not necessarily drawn to scale.
Unless the context clearly requires otherwise, throughout the description and the claims, the words "comprise", "comprising", and the like are to be construed in an inclusive sense as opposed to an exclusive or exhaustive sense; that is, what is meant is "including, but not limited to".
In the description of the present invention, it is to be understood that the terms "first," "second," and the like are used for descriptive purposes only and are not to be construed as indicating or implying relative importance. In addition, in the description of the present invention, "a plurality" means two or more unless otherwise specified.
In a first aspect, referring to fig. 1, the present invention provides a slicing processing method for an IT service task, applied to a cloud platform, for decomposing the IT service task into a plurality of work orders, the method including the following steps:
s100, establishing an engineer resource library in advance, inputting information of a plurality of engineers in the engineer resource library, wherein the information of each engineer comprises a plurality of first skill tags used for expressing a plurality of skills possessed by the engineer, and each first skill tag is stored as a field in a database;
s200, acquiring work content of an IT service task, decomposing the IT service task according to work objects and work items related to the work content to obtain a plurality of subtasks, enabling each subtask to comprise at least one work object and one or more work items aiming at the at least one work object, and setting a plurality of second skill tags for each subtask based on the at least one work object and the one or more work items, wherein the second skill tags are used for representing skills required for completing the subtasks;
s300, comparing the second skill labels of the subtasks with the first skill labels in the engineer information in the engineer resource library respectively so as to screen out a plurality of fully matched engineers for each subtask, wherein the fully matched engineers refer to the plurality of first skill labels of the engineer which completely cover the plurality of second skill labels of the corresponding subtasks;
s400, if partial subtasks fail to screen out the full-matching engineer, returning to the full-matching engineer to step S200 to decompose the IT service task again to obtain another plurality of subtasks with different numbers and/or incompletely identical second skill labels, and re-executing step S300 until each subtask screens out a plurality of full-matching engineers;
s500, generating a work order for each subtask, storing the work order in a work order database, and recording the ID information of the multiple fully matched engineers in each subtask in the information of the corresponding work order so as to select the order receiving engineers of each work order from the information.
The IT service is the technical service related to the information technology product required by the business client, the invention provides a slicing processing method of the IT service task, the method comprises the steps of setting a first skill label for an engineer on a platform, decomposing an IT service task slice into a plurality of subtasks on the platform, setting a second skill label for each subtask, comparing the first skill label with the second skill label to enable each subtask to be matched with the engineer with the skill completely meeting the requirement, under the condition that the IT service tasks can not be completely matched, the IT service tasks are decomposed again, the second skill labels are reset until all the subtasks can be matched to engineers with the skills completely meeting the requirements, therefore, the IT service company can finish the IT service task with high efficiency and high quality, the customer experience is improved, and the production and operation cost is reduced.
Specifically, in step S100:
an engineer resource library is established in advance by inputting information of a plurality of engineers, and the engineer in the engineer resource library undertakes and finishes the IT service task requirement from the client.
The information for each engineer includes an engineer ID to facilitate identification of the true identity of the engineer. Meanwhile, the information of each engineer further includes a plurality of first skill tags to indicate a plurality of skills possessed by the engineer, in an example, the plurality of first skill tags of one engineer may be an a-xxx-001 server, a B-yyyy-002 server, system configuration, software debugging, device installation, hardware disassembly and assembly, and the like, and indicate that the engineer may perform operations such as system configuration, software debugging, device installation, hardware disassembly and assembly on a server with model a-xxx-001 and a server with model B-yyy-002. Of course, if there are many first skill tags of one engineer, these first skill tags may be managed by grouping or the like.
Specifically, in step S200:
the cloud platform acquires the work content of the IT service task from the client and carries out slice decomposition on the work content. In one example, a customer entrusts an IT service task for the purpose of enabling office equipment purchased for a new office area to be installed in place and debugged so that office staff can use the task directly, wherein the work content of the IT service task is installation and debugging of the new office area work equipment, the related work objects comprise a server with the model of A-xxx-001, a server with the model of B-yyy-002, a router with the model of VV-003 and the like, and the work items comprise equipment installation on the server, system configuration, debugging on the router and the like.
In this step, the IT service task is decomposed according to the work objects and work items related to the work content of the IT service task, so as to obtain a plurality of subtasks, and each subtask includes at least one work object and one or more work items for the at least one work object, for example, as described above, the IT service task is decomposed into three subtasks, where the first subtask is used for device installation for the a-xxx-001 server and the B-yyy-002 server as the work objects, the second subtask is used for system configuration for the a-xxx-001 server and the B-yyy-002 server as the work objects, and the third subtask is used for debugging the VV-003 router as the work objects.
Then setting a plurality of second skill tags for each subtask to represent the skill required to complete the subtask, and taking the example above, the plurality of second skill tags of subtask one may be set to be an a-xxx-001 server, a B-yyy-002 server, and a device installation; a plurality of second skill tags of subtask two may be set to be an A-xxx-001 server, a B-yyy-002 server, a system configuration; the skill tags for subtask three may be set to VV-003 router, debug.
Specifically, in step S300:
comparing the second skill labels of the subtasks with the first skill labels in the engineer information in the engineer resource library respectively so as to screen out a plurality of fully matched engineers for each subtask, for example, for the above subtask one, the second skill labels are an a-xxx-001 server, a B-yyy-002 server and equipment installation, and then, in a manner of comparing the first skill labels of the engineers in the engineer resource library with the second skill labels of the subtasks, a plurality of engineers whose first skill labels completely cover the a-xxx-001 server, the B-yy-002 server and the equipment installation are screened out to become the fully matched engineers of the subtask one; for the above subtask three, a plurality of engineers whose first skill labels completely cover the VV-003 router and the debug are screened out, and become the full-matching engineer for the subtask three.
Specifically, in step S400:
and if the situation that the partial task cannot be screened out of the full-matching engineer exists, decomposing the IT service task again to obtain another plurality of subtasks with different numbers and/or incompletely identical second skill labels.
Bearing the above example, for the first subtask one, if the first skill tag of the engineer in the engineer resource library is compared with the second skill tag of the subtask, a fully matched engineer whose first skill tag completely covers the a-xxx-001 server, the B-yyy-002 server, and the equipment installation is not obtained (for example, the first skill tag of each engineer in the engineer resource library reflects that these engineers either do not have the related skills for operating the server or only can perform the equipment installation operation on one of the a-xxx-001 server and the B-yy-002 server), at this time, in order to fully ensure the completion quality of the IT service task, the present invention does not need to perform the equipment installation operation on only one of the a-xxx-001 server and the B-yy-002 server than on the other engineers who do not know any server The engineer of the operation skill in (1) is closer to the requirement of the first subtask in skill, and the engineer of which the matching degree is relatively high at this time, so that the engineer only can perform equipment installation operation on one of the A-xxx-001 server and the B-yyy-002 server has the qualification of accepting the first subtask, the IT service task is decomposed again to obtain a plurality of other subtasks, and the step S300 is executed again until each subtask screens out a plurality of full-matching engineers. That is, in the case that the subtask cannot obtain an engineer with a skill percentage matching degree, the present invention does not directly select an engineer with a relatively high skill matching degree to undertake the subtask, but splits the IT service task into another plurality of subtasks again, so as to finally realize that each subtask can obtain an engineer with a skill matching degree of up to one hundred percent.
The method for re-decomposing the IT service task may be, for example, to split the subtasks more finely, so as to obtain another plurality of subtasks with a larger number and a second skill tag that is not exactly the same. Bearing the above example, because the existing decomposition method of splitting into the first subtask, the second subtask, and the third subtask cannot guarantee that a plurality of full-match engineers can be screened for each subtask, the IT service task can be decomposed again, and two different types of servers related to the service task are further split into different subtasks, for example, the IT service task is split into five subtasks, the first new subtask is to perform equipment installation for the a-xxx-001 server as the work object, the second new subtask is to perform equipment installation for the B-yyy-002 server as the work object, the third new subtask is to perform system configuration for the a-xxx-001 server as the work object, and the fourth new subtask is to perform system configuration for the B-yy-002 server as the work object, and the third subtask is to debug the VV-003 router which is a working object.
Alternatively, the method for decomposing the IT service task again may be, for example, to merge a plurality of subtasks, split the work content of the common part of each work object to be one subtask, and split the personalized part of each work object to be finer, so as to obtain another plurality of subtasks with the second skill tags not identical.
Specifically, in step S500:
after a plurality of full-match engineers are screened for each subtask, the ID information of the plurality of full-match engineers for each subtask is recorded in the information of the work order corresponding to the subtask, and the order-taking engineer of the subsequent work order is generated from the plurality of full-match engineers.
Preferably, in the step S100, the information of each engineer further includes a location tag, which is used to indicate an area where the engineer is located, where the location tag is stored as a field in a database;
in step S200, the working content of the IT service task is obtained, meanwhile, the location information of the IT service task is obtained, the engineer resource library is searched based on the location information, the location label in the engineer information and the skill label of an engineer matched with the location information are counted and gathered, and the location label is pushed and displayed to be used as the reference information when the IT service task is decomposed.
Specifically, the place tag indicates the location of the engineer, such as in city a or city B, and of course, the place tag may be further refined to a region or the like as required by the actual use case.
Through the setting of place labels, can be when being right IT service task decomposes, what the current skill label of engineer who refers to this place all has earlier, then carry out the pertinence and decompose to improve just can all select a plurality of full matching engineers' possibility to every subtask through decomposing for the first time, raise the efficiency, save cost. As described in the above example, the work content of the IT service task is installation and debugging of work equipment in a new office area, the related work objects include a server with model a-xxx-001, a server with model B-yyy-002, a router with model VV-003, and the like, the work items include equipment installation and system configuration for the server, and debugging of the router, if the work site of the service task is in city C, and the site label is six engineers in city C, and their skill labels are: the method comprises the steps that a first engineer is an A-xxx-001 server, equipment installation, system configuration, … … ', a second engineer is a B-yyyy-002 server, equipment installation, system configuration, … … ', a third engineer is a VV-003 router, debugging, a fourth engineer is a WWW server system configuration, … … ', a fifth engineer is a ZZZZZZ storage, operation and maintenance, … … ', a sixth engineer is an FF computer, hardware dismounting and mounting and … … ', then the IT service task can be directly and correspondingly decomposed into three subtasks by referring to first engineer skill tags, second engineer skill tags and third engineer skill tags which are located in C city and related to the working content of the IT service task, wherein the second skill tags of one subtask are respectively an A-xxx-001 server, equipment installation and system configuration; the plurality of second skill tags of the other subtask are respectively a B-yyy-002 server, a device installation and a system configuration; the second plurality of skill tags of the last subtask is VV-003 router and debug.
Preferably, in step S400, when returning to step S200 to decompose the IT service task again, merging the subtask that fails to be screened with the work object and the work item of at least a part of the subtasks that have been screened to form a new task to be decomposed, and decomposing the new task to be decomposed again to obtain another plurality of subtasks with different numbers and/or with incompletely identical second skill labels.
Specifically, when the IT service task is decomposed again, the whole IT service task does not need to be decomposed again on the whole, but the subtasks of the full-matching engineers which cannot be screened out are merged with at least one part of the work objects and work items of the subtasks of the full-matching engineers which have been screened out, so as to form a new task to be decomposed; and the subtasks for the other part of screened full-match engineers are not moved, and the order taking engineers in step S500 are the ones from the screened full-match engineers. Therefore, the computing pressure of the cloud platform in decomposing the IT service tasks again can be reduced, resources are effectively saved, and the computing efficiency is improved.
Preferably, after the step S500, the method further includes the steps of:
s600, reading the ID information of each fully matched engineer of each work order, sending order receiving invitation information of the corresponding work order to the terminal equipment of each engineer, and selecting one engineer as an order receiving engineer of the corresponding work order from the engineers returning order receiving response information; and if part of the work orders do not determine the order receiving engineer within the preset time, re-decomposing the subtasks corresponding to the work orders, resetting the skill labels, and re-executing the steps S300-S500.
Specifically, by sending the order taking invitation information of the corresponding work order to the terminal device of each full-matching engineer of each work order, the order taking invitation information can generally comprise reference information of service construction period, work area, service item brief introduction, delivery standard, payment price and the like for the engineer to decide whether to take the order or not; for timeliness, the cloud platform also presets order taking response timeliness (e.g., requiring orders to be taken within three hours). If the full-matching engineer with the corresponding work order is willing to accept the order-receiving invitation within the preset time, the server can send the feedback willing to accept through the terminal equipment of the server, and then the server selects one engineer from the engineers returning the order-receiving response information as the order-receiving engineer corresponding to the work order.
And if part of the work orders can not determine the order receiving engineer within the preset time, re-executing the steps S300-S500 in a mode of re-decomposing and resetting the skill labels for the subtasks corresponding to the work orders until the order receiving engineer can be determined for the corresponding work order of each subtask.
Preferably, in step S500, the information of each work order includes a price factor, and the value of the price factor is a number less than or equal to 1;
in the step S600:
the order receiving invitation information comprises price information of a corresponding work order;
for any work order, after the order receiving invitation information corresponding to the work order is sent to the terminal equipment of each engineer, if the order receiving response information is not received in a first preset time period, the price factor in the work order information is read, whether the value of the price factor is not 1 or not is judged, if the value of the price factor is not 1, the value of the price factor is increased, the price information of the work order is updated according to the increased price factor, the updated price information is sent to the terminal equipment of each engineer again, and if the order receiving response information is not received in a second preset time period, the work order belongs to the engineer who is not determined to receive the order within the preset time.
As described above, the receipt invitation information of each work order includes the price information of the reward for the engineer to refer to when making a decision on whether to accept the receipt. When clients entrust IT service tasks, expenses are paid to IT service companies, namely, the cloud platform can be considered, the cloud platform takes out a part of the expenses as the return of order receiving engineers, so the return price is a sensitive factor, the cloud platform must consider that the return in a reasonable range is given to the engineers while reasonable balance is left, and the engineers expect a higher return price, so the cloud platform provides an automatic price adjusting function, can automatically increase the return price in a preset range when the return price does not reach the expectation of the engineers, and can enable each work order to determine order receiving engineers as far as possible within the price degree range accepted by both the cloud platform and the engineers.
Specifically, each work order information includes a price factor, if no order acceptance response information is received within a first preset time period (for example, two hours) for any work order, whether the price acceptance response information is due to insufficient price attraction is considered, for this reason, the price factor in the work order information is read, and if the price factor value in the work order information is not 1 but is a value less than 1, which indicates that the price of the return given by the cloud platform at present is not up to the upper limit of the willingness to pay (or the payment capacity) of the work order, the return that can be given is increased, so as to attract the engineer to accept the order. The specific implementation means is that 1 is used as an upper limit, the value of the price factor is increased within an upper limit range, the price information of the work order is updated according to the increased price factor, the updated price information is sent to an engineer, if the order receiving information is not received within a second preset time period (such as one hour), the work order belongs to an order receiving engineer which is not determined within the preset time, at the moment, the sub-tasks corresponding to the work order can be decomposed again, the skill labels are reset, the steps S300-S500 are executed again, and then order receiving invitation information corresponding to a new work order is sent to the terminal equipment of new full-matching engineers. The price factor is increased by multiplying the original price factor by a fixed coefficient, for example, when the order receiving response message is not received in a first preset time period and the value of the read price factor is less than 1, the price factor is multiplied by a fixed coefficient (such as 1.1 and 1.2 which respectively represent ten percent of the price quoted and twenty percent of the price quoted), and if the result is greater than 1, 1 is set; another way is to float the original price factor by a fixed value, for example, add the price factor by a fixed incremental value (e.g., 0.1, if the original price factor is 0.6, then float becomes 0.7), and set to take 1 if the result is greater than 1. And multiplying the new price factor by the maximum amount which the platform is willing to pay, namely the compensation price after the work order is updated.
By setting the price factor, for a plurality of work orders which may take tens of millions as quantity units on the cloud platform, the same price factor can be used for price adjustment only by respectively inputting the maximum amount of money which the platform is willing to pay and the initial price factor, price adjustment is realized for all the work orders within the payment intention range of the platform, and special price adjustment mode codes do not need to be specially written for each work order, so that the programming complexity of the cloud platform is greatly reduced, and the working efficiency is effectively improved.
Certainly, if the initial price factor is relatively low, multiple price adjustment can be performed, and in cooperation with this, the preset time is divided into more sections, for example, not only the first preset time period and the second preset time period, but also the third preset time period is included, if no person takes an order after the first preset time period is ended, the first price adjustment is performed, and if no person takes an order after the second preset time period is ended, the second price adjustment is performed. The degree of price adjustment may be different, for example, for the price adjustment mode of multiplying the original price factor by a fixed coefficient to increase the price factor, the fixed coefficient may be multiplied by 1.1 at the first time of price adjustment, and a higher fixed coefficient such as 1.2 at the second time of price adjustment, as long as the adjusted price factor is not greater than 1, so as to significantly improve the incentive for engineers and promote order taking.
IT should be noted that the present invention is a method developed specially for IT services, and is suitable for IT service companies to meet the requirement that multiple proper engineers capable of ensuring the quality of service are required to complete the task together. In the prior art, a typical example of the dispatching through the platform is a crowdsourced service platform. However, the crowd-sourcing service platform adopts a matching mode, which is mainly suitable for occasions with low professional technical requirements, such as a trip platform, an express platform, a home administration platform and the like, but is not suitable for occasions with high professional requirements, such as IT services. Moreover, the method is obviously different from the unilateral platform mode (a service demander is a platform party), the crowdsourcing service platform works in the bilateral platform mode, the service demander releases task requirements on the platform, the service provider reports and accepts orders on the platform, the crowdsourcing service platform only undertakes transaction service responsibilities such as service mediation, capital escrow and dispute coordination, and the like, and does not undertake responsibilities to the service process and the final delivery quality result, and the mode is unacceptable for IT service. Meanwhile, when the crowdsourcing service platform dispatches the order, the crowdsourcing service platform mainly searches the person receiving person with the highest degree of proximity to the service requirement under a preset rule and does not pursue the complete matching of the skill of the person receiving person and the service requirement. Therefore, the crowdsourcing service platform cannot solve the technical problems faced by the present invention, and cannot give related technical suggestions.
In a second aspect, referring to fig. 2, the present invention provides a slicing processing system for IT service tasks, comprising:
the system comprises an engineer resource library construction module, a database management module and a database management module, wherein the engineer resource library construction module is used for establishing an engineer resource library in advance, information of a plurality of engineers is input into the engineer resource library, the information of each engineer comprises a plurality of first skill labels and is used for representing a plurality of skills possessed by the engineer, and each first skill label is stored as a field in the database;
the task decomposition module is used for obtaining the work content of an IT service task, decomposing the IT service task according to the work objects and the work items related to the work content to obtain a plurality of subtasks, enabling each subtask to comprise at least one work object and one or more work items aiming at the at least one work object, and setting a plurality of second skill labels for each subtask based on the at least one work object and the one or more work items, wherein the second skill labels are used for expressing the skill required by the completion of the subtask;
the engineer screening module is used for comparing the second skill labels of the subtasks with the first skill labels in the engineer information in the engineer resource library respectively so as to screen a plurality of fully matched engineers for each subtask, wherein the fully matched engineers refer to the plurality of first skill labels of the engineer which completely cover the plurality of second skill labels of the corresponding subtasks;
the re-decomposition module is used for re-decomposing the IT service task to obtain another plurality of subtasks with different quantities and/or incompletely identical second skill labels when part of subtasks fail to screen out full-matching engineers;
and the work order generation module is used for generating a work order for each subtask, storing the work order in a work order database, and recording the ID information of the multiple fully-matched engineers of each subtask in the information of the corresponding work order so as to select the order-receiving engineer of each work order.
Preferably, when the engineer resource library building module establishes the engineer resource library in advance, the entered information of each engineer further includes a location tag for indicating an area where the engineer is located, wherein the location tag is stored as a field in the database;
the task decomposition module is also used for obtaining the location information of the IT service task when the work content of the IT service task is obtained, and based on the location information search the engineer resource library, the location label in the engineer information and the skill label of the engineer matched with the location information are counted and summarized, and are pushed and displayed to be used as the right reference information when the IT service task is decomposed.
Preferably, when the re-decomposition module decomposes the IT service task again, the sub-tasks of the completely matched engineers that cannot be screened out are merged with at least a part of the work objects and work items of the sub-tasks of the screened completely matched engineers to form a new task to be decomposed, and the new task to be decomposed is decomposed again to obtain another plurality of sub-tasks with different numbers and/or with incompletely identical second skill labels.
Preferably, referring to fig. 3, the present invention further includes an order taking engineer determining module, where the order taking engineer determining module is configured to read ID information of each fully matched engineer of each work order, send order taking invitation information of a corresponding work order to a terminal device of each engineer, and select one engineer as an order taking engineer of the corresponding work order from engineers that return order taking response information;
when the order receiving engineer determining module fails to determine the order receiving engineers of part of the work orders within the preset time, the re-decomposition module is further used for re-decomposing the subtasks corresponding to the work orders and resetting the skill labels, so that the engineer screening module re-screens the re-decomposed subtasks to obtain a plurality of full-matching engineers.
Preferably, the information of each work order recorded by the work order generation module further includes a price factor, and the value of the price factor is a number less than or equal to 1;
the order receiving engineer confirms that the order receiving invitation information sent by the module also contains price information of a corresponding work order;
for any work order, after the order receiving engineer determining module sends order receiving invitation information corresponding to the work order to the terminal equipment of each engineer, if the order receiving response information is not received in a first preset time period, reading a price factor in the work order information, judging whether the value of the price factor is not 1, if the value of the price factor is not 1, increasing the value of the price factor, updating the price information of the work order according to the increased price factor, sending the updated price information to the terminal equipment of each engineer again, and if the order receiving response information is not received in a second preset time period, determining that the work order belongs to the order receiving engineer in the preset time period.
The slicing processing system for the IT service task can well execute the slicing processing method for the IT service task, is beneficial to matching the task after slicing decomposition with the skill of an engineer, ensures that each part after decomposition is completed by the appropriate engineer capable of ensuring the service quality, enables an IT service company to complete the IT service task with high efficiency and high quality, improves the customer experience, and reduces the production and operation cost.
In a third aspect, the present invention also provides an electronic device, including a processor; and a memory on which is stored a computer program that, when executed by the processor, is capable of implementing the slicing processing method of the IT service task as described above.
In a fourth aspect, the present invention also provides a computer-readable storage medium, on which a computer program is stored, the computer program being operative to implement the slicing processing method for IT service tasks as described above.
It will be appreciated by those skilled in the art that the above-described preferred embodiments may be freely combined, superimposed, without conflict.
It will be understood that the embodiments described above are illustrative only and not restrictive, and that various obvious and equivalent modifications and substitutions for details described herein may be made by those skilled in the art without departing from the basic principles of the invention.
Claims (12)
1. A slice processing method of an IT service task is applied to a cloud platform and used for decomposing the IT service task into a plurality of work orders, and is characterized by comprising the following steps:
s100, establishing an engineer resource library in advance, inputting information of a plurality of engineers in the engineer resource library, wherein the information of each engineer comprises a plurality of first skill tags used for expressing a plurality of skills possessed by the engineer, and each first skill tag is stored as a field in a database;
s200, acquiring work content of an IT service task, decomposing the IT service task according to work objects and work items related to the work content to obtain a plurality of subtasks, enabling each subtask to comprise at least one work object and one or more work items aiming at the at least one work object, and setting a plurality of second skill tags for each subtask based on the at least one work object and the one or more work items, wherein the second skill tags are used for representing skills required for completing the subtasks;
s300, comparing the second skill labels of the subtasks with the first skill labels in the engineer information in the engineer resource library respectively so as to screen out a plurality of fully matched engineers for each subtask, wherein the fully matched engineers refer to the plurality of first skill labels of the engineer which completely cover the plurality of second skill labels of the corresponding subtasks;
s400, if partial subtasks fail to screen out full-matching engineers, returning to the step S200 to decompose the IT service task again to obtain another plurality of subtasks with different numbers and/or incompletely identical second skill labels, and re-executing the step S300 until each subtask screens out a plurality of full-matching engineers;
and S500, generating a work order for each subtask, storing the work order in a work order database, and recording the ID information of the multiple fully-matched engineers of each subtask in the information of the corresponding work order so as to select the order-receiving engineers of each work order from the information.
2. The slicing processing method for IT service tasks as claimed in claim 1,
in step S100, the information of each engineer further includes a location tag, which is used to indicate an area where the engineer is located, where the location tag is stored as a field in a database;
in step S200, the working content of the IT service task is obtained, meanwhile, the location information of the IT service task is obtained, the engineer resource library is searched based on the location information, the location label in the engineer information and the skill label of an engineer matched with the location information are counted and gathered, and the location label is pushed and displayed to be used as the reference information when the IT service task is decomposed.
3. The slicing processing method for the IT service task as claimed in claim 1, wherein in the step S400, when returning to the step S200 to decompose the IT service task again, the subtasks that can not be screened out of the full matching engineer are merged with the work objects and work items of at least a part of the subtasks that have been screened out of the full matching engineer to form a new task to be decomposed, and the new task to be decomposed is decomposed again to obtain another plurality of subtasks with different numbers and/or with incompletely identical second skill labels.
4. The slicing processing method for IT service tasks as claimed in claim 1, further comprising, after said step S500, the steps of:
s600, reading the ID information of each fully matched engineer of each work order, sending order receiving invitation information of the corresponding work order to the terminal equipment of each engineer, and selecting one engineer as an order receiving engineer of the corresponding work order from the engineers returning order receiving response information; and if part of the work orders do not determine the order receiving engineer within the preset time, re-decomposing the subtasks corresponding to the work orders, resetting the skill labels, and re-executing the steps S300-S500.
5. The slicing processing method for IT service tasks as claimed in claim 4,
in the step S500, the information of each work order includes a price factor, and the value of the price factor is a number less than or equal to 1;
in the step S600:
the order receiving invitation information comprises price information of a corresponding work order;
for any work order, after the order receiving invitation information corresponding to the work order is sent to the terminal equipment of each engineer, if the order receiving response information is not received in a first preset time period, the price factor in the work order information is read, whether the value of the price factor is 1 or not is judged, if the value of the price factor is not 1, the value of the price factor is increased, the price information of the work order is updated according to the increased price factor, the updated price information is sent to the terminal equipment of each engineer again, and if the order receiving response information is not received in a second preset time period, the work order belongs to the engineer who is not determined to receive the order within preset time.
6. A slicing processing system for IT service tasks, comprising:
the system comprises an engineer resource library construction module, a database management module and a database management module, wherein the engineer resource library construction module is used for establishing an engineer resource library in advance, information of a plurality of engineers is input into the engineer resource library, the information of each engineer comprises a plurality of first skill labels and is used for representing a plurality of skills possessed by the engineer, and each first skill label is stored as a field in the database;
the task decomposition module is used for obtaining the work content of an IT service task, decomposing the IT service task according to the work objects and the work items related to the work content to obtain a plurality of subtasks, enabling each subtask to comprise at least one work object and one or more work items aiming at the at least one work object, and setting a plurality of second skill labels for each subtask based on the at least one work object and the one or more work items, wherein the second skill labels are used for expressing the skill required by the completion of the subtask;
the engineer screening module is used for comparing the second skill labels of the subtasks with the first skill labels in the engineer information in the engineer resource library respectively so as to screen a plurality of fully matched engineers for each subtask, wherein the fully matched engineers refer to the plurality of first skill labels of the engineer which completely cover the plurality of second skill labels of the corresponding subtasks;
the re-decomposition module is used for re-decomposing the IT service task to obtain another plurality of subtasks with different quantities and/or incompletely identical second skill labels when part of subtasks fail to screen out full-matching engineers;
and the work order generation module is used for generating a work order for each subtask, storing the work order in a work order database, and recording the ID information of the multiple fully-matched engineers of each subtask in the information of the corresponding work order so as to select the order-receiving engineer of each work order.
7. The slicing processing system for IT service tasks as claimed in claim 6,
when the engineer resource library building module is used for building an engineer resource library in advance, the entered information of each engineer further comprises a place tag used for representing the area where the engineer is located, wherein the place tag is stored as a field in the database;
the task decomposition module is also used for obtaining the location information of the IT service task when the work content of the IT service task is obtained, and based on the location information search the engineer resource library, the location label in the engineer information and the skill label of the engineer matched with the location information are counted and summarized, and are pushed and displayed to be used as the right reference information when the IT service task is decomposed.
8. The slicing processing system for IT service tasks as claimed in claim 6,
and when the re-decomposition module decomposes the IT service task again, merging the subtasks which cannot be screened out of the full matching engineer with at least one part of the work objects and work items screened out of the subtasks of the full matching engineer to form a new task to be decomposed, and decomposing the new task to be decomposed again to obtain a plurality of other subtasks with different quantities and/or incompletely identical second skill labels.
9. The slicing processing system for IT service tasks as claimed in claim 6,
the order receiving engineer determining module is used for reading the ID information of all the fully matched engineers of each work order, sending order receiving invitation information of the corresponding work order to the terminal equipment of each engineer, and selecting one engineer from the engineers returning order receiving response information as the order receiving engineer of the corresponding work order;
when the order receiving engineer determining module fails to determine the order receiving engineers of part of the work orders within the preset time, the re-decomposition module is further used for re-decomposing the subtasks corresponding to the work orders and resetting the skill labels, so that the engineer screening module re-screens the re-decomposed subtasks to obtain a plurality of full-matching engineers.
10. The slicing processing system for IT service tasks as claimed in claim 9,
the information of each work order recorded by the work order generating module also comprises a price factor, and the value of the price factor is a number less than or equal to 1;
the order receiving engineer confirms that the order receiving invitation information sent by the module also contains price information of a corresponding work order;
for any work order, after the order receiving engineer determining module sends order receiving invitation information corresponding to the work order to the terminal equipment of each engineer, if the order receiving response information is not received in a first preset time period, reading a price factor in the work order information, judging whether the value of the price factor is not 1, if the value of the price factor is not 1, increasing the value of the price factor, updating the price information of the work order according to the increased price factor, sending the updated price information to the terminal equipment of each engineer again, and if the order receiving response information is not received in a second preset time period, determining that the work order belongs to the order receiving engineer in the preset time period.
11. An electronic device, comprising:
a processor; and a memory on which a computer program is stored, which, when executed by the processor, is capable of implementing a slicing processing method for IT service tasks according to any one of claims 1 to 5.
12. A computer-readable storage medium, on which a computer program is stored, characterized in that the computer program is adapted to be run to implement a slice processing method of an IT service task according to any one of claims 1 to 5.
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| CN115619470A (en) * | 2022-12-19 | 2023-01-17 | 北京神州光大科技有限公司 | Automatic quotation system and method, electronic device and computer readable storage medium |
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