CN115495214A - General IT service slicing operation auxiliary system and method - Google Patents
General IT service slicing operation auxiliary system and method Download PDFInfo
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Abstract
The invention discloses an operation auxiliary system for universal IT service slicing, which comprises: the task decomposition module is used for acquiring work content according to the requirements of the universal IT service task, decomposing the universal IT service task according to the work content to obtain a plurality of subtasks, and setting a plurality of task skill labels for each subtask; the matching module compares the task skill labels with the personnel skill labels respectively, finds out engineer information matched with skills preliminarily, and determines the engineer information matched with each subtask according to the correlation between the historical task and each subtask; and the work order generating module is used for generating a work order according to each subtask and recording the engineer information matched with each subtask in the corresponding work order information. Slicing and decomposing the universal IT service task into a plurality of subtasks, and ensuring that each subtask after decomposition is completed by a proper engineer capable of ensuring the service quality, so that the universal IT service task can be completed with high efficiency and high quality, and the customer experience is improved.
Description
Technical Field
The invention relates to the technical field of information technology services, in particular to a system and a method for assisting operation of a generic IT service slicing.
Background
Since IT services often involve highly specialized technologies, engineers who implement the services must be fully qualified in terms of expertise to provide high quality IT technical services. Therefore, IT is necessary for an IT service company to guarantee that a dispatched engineer is competent for a corresponding service task when providing IT service to a client. To ensure this, the IT service company first establishes a platform, where there are many kinds of professional engineer information, so that when the engineer needs to be sent out to implement the IT service, the appropriate engineer can be screened from the many engineers on the platform for assignment.
However, since customer IT service needs often involve aspects of the overall IT system, such as: the method can cover the overhaul, fault removal, system configuration and the like of IT equipment of different types, factories and models, and the problem can not be timely and effectively solved because the method possibly exceeds the capability range of a single engineer in both the aspects of workload and required professional skills.
Disclosure of Invention
Aiming at the defects in the prior art, the invention provides an auxiliary system and method for slicing the smart service, which are used for slicing the smart service task into a plurality of subtasks, and each subtask after being decomposed is ensured to be completed by a proper engineer capable of ensuring the service quality, so that the smart service task can be completed with high efficiency and high quality, and the customer experience is improved.
In a first aspect, the present invention provides an operation assisting system for slicing generic IT services, comprising: the system comprises a task acquisition module, a task decomposition module, a task execution recording module, a matching module and a work order generation module;
the task acquisition module is used for acquiring the task requirements of the generic IT service;
the task decomposition module is used for acquiring work content according to the requirements of the flood IT service task, decomposing the flood IT service task according to work objects and work items related to the work content to obtain a plurality of subtasks, wherein the subtasks at least comprise one work object and one or more work items aiming at the work object, and a plurality of task skill labels are set for each subtask based on the one work object and the one or more work items aiming at the work object;
the task execution recording module is used for acquiring and storing historical tasks and task execution conditions of engineers;
the matching module is used for respectively comparing the task skill labels with the personnel skill labels in a pre-established engineer database, preliminarily finding out engineer information matched with skills, searching historical tasks and task execution conditions according to the matched engineer information, and determining the engineer information matched with each subtask according to the correlation between the historical tasks executed by the engineer and each subtask;
and the work order generating module is used for generating a work order according to each subtask and recording the engineer information matched with each subtask in the corresponding work order information.
In a second aspect, the invention provides a method for assisting a slicing operation of a generic IT service, comprising the following steps:
acquiring a universal IT service requirement;
acquiring work content according to the requirements of the flood IT service task, decomposing the flood IT service task according to work objects and work items related to the work content to obtain a plurality of subtasks, wherein the subtasks at least comprise one work object and one or more work items aiming at the work object, and setting a plurality of task skill labels for each subtask based on the one work object and the one or more work items aiming at the work object;
acquiring and storing historical tasks and task execution conditions of engineers;
comparing the task skill labels with the personnel skill labels in a pre-established engineer database respectively, preliminarily finding out engineer information matched with skills, searching historical tasks and task execution conditions according to the matched engineer information, and determining the engineer information matched with each subtask according to the correlation between the historical tasks executed by the engineer and each subtask;
and generating a work order according to each subtask, and recording engineer information matched with each subtask in corresponding work order information.
The invention has the beneficial effects that:
according to the system and the method for assisting the operation of the generic IT service slicing, the generic IT service task is sliced into a plurality of subtasks, skills required to complete the subtasks are matched with skills of engineers, and each decomposed subtask is guaranteed to be completed by an appropriate engineer capable of guaranteeing service quality, so that the generic IT service task can be completed efficiently and high-quality, and customer experience is improved.
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In order to more clearly illustrate the detailed description of the invention or the technical solutions in the prior art, the drawings used in the detailed description or the prior art description will be briefly described below. Throughout the drawings, like elements or portions are generally identified by like reference numerals. In the drawings, elements or portions are not necessarily drawn to scale.
FIG. 1 is a schematic structural diagram of a generic IT service slicing operation assisting system according to a first embodiment of the present invention;
FIG. 2 is a flow chart of a method for supporting slicing operation of the generic IT service according to a second embodiment 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 some, not all, embodiments of the present invention. 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.
It will be understood that the terms "comprises" and/or "comprising," when used in this specification and the appended claims, specify the presence of stated features, integers, steps, operations, elements, and/or components, but do not preclude the presence or addition of one or more other features, integers, steps, operations, elements, components, and/or groups thereof.
It is also to be understood that the terminology used in the description of the invention herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the invention. As used in this specification and the appended claims, the singular forms "a", "an", and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise.
It should be further understood that the term "and/or" as used in this specification and the appended claims refers to any and all possible combinations of one or more of the associated listed items and includes such combinations.
As used in this specification and the appended claims, the term "if" may be interpreted contextually as "when", "upon" or "in response to a determination" or "in response to a detection". Similarly, the phrase "if it is determined" or "if a [ described condition or event ] is detected" may be interpreted contextually to mean "upon determining" or "in response to determining" or "upon detecting [ described condition or event ]" or "in response to detecting [ described condition or event ]".
It is to be noted that, unless otherwise specified, technical or scientific terms used herein shall have the ordinary meaning as understood by those skilled in the art to which the invention pertains.
As shown in fig. 1, a schematic structural diagram of an operation assisting system for a generic IT service slice provided by a first embodiment of the present invention is shown, including: the system comprises a task acquisition module, a task decomposition module, a task execution recording module, a matching module and a work order generation module;
the task acquisition module is used for acquiring the task requirement of the universal IT service;
the task decomposition module is used for acquiring work content according to the requirements of the flood IT service task, decomposing the flood IT service task according to work objects and work items related to the work content to obtain a plurality of subtasks, wherein the subtasks at least comprise one work object and one or more work items aiming at the work object, and a plurality of task skill labels are set for each subtask based on the one work object and the one or more work items aiming at the work object;
the task execution recording module is used for acquiring and storing historical tasks and task execution conditions of engineers;
the matching module is used for respectively comparing the task skill labels with the personnel skill labels in a pre-established engineer database, primarily finding out engineer information matched with skills, searching historical tasks and task execution conditions according to the matched engineer information, and determining the engineer information matched with each subtask according to the correlation between the historical tasks and each subtask executed by the engineer;
and the work order generating module is used for generating a work order according to each subtask and recording the engineer information matched with each subtask in the corresponding work order information.
The task decomposition module decomposes the requirements of the universal IT service task into a plurality of subtasks, each subtask at least comprises a work object and one or more work items aiming at the work object, and a plurality of task skill labels are set for each subtask, wherein the task skill labels are the capabilities required by the engineer who completes the subtasks. The task execution recording module acquires the historical tasks and task execution conditions of the engineers and stores the information, so that the matching module can conveniently use the historical tasks and task execution condition information of the engineers. The matching module compares and matches the task skill labels of the subtasks with the personnel skill labels in the engineer database established in advance, and initially finds out engineer information matched with the skills, wherein the initially found engineer information only indicates that an engineer has the capability of completing the subtasks. In order to further judge whether the engineer has experience of completing the IT tasks, historical tasks and historical task execution conditions of the engineer are searched from matched engineers, the historical tasks and subtasks are subjected to correlation analysis, and if the correlation is larger, the engineer has experience of processing the tasks, so that the tasks can be completed more efficiently and with high quality. In the matching process, the matching module compares the task skill labels with the personnel skill labels to obtain matched engineer information, searches historical tasks and task execution conditions of engineers from the matched engineer information, determines the final matched engineers according to the high correlation between the historical tasks and the subtasks, and can better complete the subtasks through the engineers determined by the double screening standard. The activity degree of an engineer on the platform can be judged through analysis of historical tasks and task execution conditions. The work order generation module generates a work order according to each subtask, and records the engineer information matched with the subtask in the corresponding work order information, so that the post-stage data processing is facilitated.
In this embodiment, the operation auxiliary system of universal IT service section still includes engineer database and establishes the module, engineer database establishes the module and is used for establishing the engineer resource storehouse, enters the information of a plurality of engineers in the engineer resource storehouse, including personnel skill label in the information of engineer. An engineer resource database is established through an engineer database establishing module, and the completion of the universal IT service task requirement is completed by an engineer in the engineer resource database. Each engineer includes ID information and a plurality of personnel skill tags to indicate that the engineer has a plurality of skills, for example an engineer M skill includes: A-XXX-001 server, B-YYY-002 server, system configuration, software debugging, network topology processing and hardware disassembly, etc., representing the skill of engineer M: and carrying out system configuration, software debugging, network topology processing, hardware disassembly and assembly and the like on the server of the type A-XXX-001 and the server of the type B-YYY-002. The technical labels are used for representing, and label comparison is facilitated. Such as: the universal IT service task requirement is machine room migration, different small requirements such as server dismantling, software system backup and network topology processing are involved in the machine room migration, the task decomposition module decomposes the machine room migration into a plurality of subtasks such as server dismantling, software system backup and network topology processing, and task skill labels are set for the subtasks.
The task decomposition module is further used for obtaining a service place according to the requirements of the universal IT service task, and the matching module is further used for matching the service place with place information in the engineer information matched with each determined subtask, screening out the engineer information matched with the place from the service place and marking the engineer information. And the matching module is used for matching the service place with the place information of the engineer according to the service place, marking the engineer information matched with the place, and determining the engineer with the same or similar service place.
The work auxiliary system for the ubiquitous IT service slicing further comprises a confirmation order receiving module, wherein the confirmation order receiving module is used for acquiring engineer information in each work order, sending order receiving invitation information to each engineer, judging whether marked engineer information exists in order receiving response messages, if yes, selecting one engineer from the marked engineers as an order receiving engineer, and if not, selecting an engineer near a service place as an order receiving engineer. The system sends order receiving invitation information to an engineer terminal through a confirmation order receiving module, an engineer confirms or refuses to receive orders through the engineer terminal, the confirmation order receiving module judges whether a mark exists in the order receiving engineer, if the mark exists, one position is selected from the marked engineers to serve as an order receiving engineer, and if the mark does not exist, engineers near a service place are selected to serve as the order receiving engineer. And further screening the order receiving engineers through the marks, screening out the engineers which are the same as or close to the service place, and selecting the engineers near the service place if the marks do not exist. Therefore, order receiving engineers can provide services nearby, and service efficiency is improved.
The information processing method comprises the steps that a work order is received by a user, the work order is received by the user, the information processing module is used for receiving the work order, the information processing module is used for processing the work order, and the information processing module is used for processing the work order. The recommended engineer is preferentially used if the recommended engineer information is in the work order.
According to the system for assisting the slicing operation of the universal IT service, provided by the embodiment of the invention, the universal IT service task is sliced and decomposed into a plurality of subtasks, the skills of the subtasks to be completed are matched with the skills of engineers, and each decomposed subtask is guaranteed to be completed by an appropriate engineer capable of guaranteeing the service quality, so that the universal IT service task can be completed efficiently and high-quality, and the customer experience is improved.
As shown in fig. 2, a flowchart of a method for assisting a generic IT service slicing operation according to another embodiment of the present invention is shown, and the method includes the following steps:
acquiring a universal IT service requirement;
acquiring work content according to the requirements of the flood IT service task, decomposing the flood IT service task according to work objects and work items related to the work content to obtain a plurality of subtasks, wherein the subtasks at least comprise one work object and one or more work items aiming at the work object, and setting a plurality of task skill labels for each subtask based on the one work object and the one or more work items aiming at the work object;
acquiring and storing historical tasks and task execution conditions of engineers;
comparing the task skill labels with the personnel skill labels in a pre-established engineer database respectively, primarily finding out engineer information matched with skills, searching historical tasks and task execution conditions according to the matched engineer information, and determining the engineer information matched with each subtask according to the correlation between the historical tasks and each subtask executed by the engineers;
and generating a work order according to each subtask, and recording the engineer information matched with each subtask in the corresponding work order information.
In this embodiment, the method for assisting the smart IT service slicing operation further includes: and establishing an engineer resource library, and inputting information of a plurality of engineers in the engineer resource library, wherein the information of the engineers comprises personnel skill labels.
The information of the engineers also comprises location information, service locations are obtained according to the requirements of the universal IT service tasks, matching is carried out according to the service locations and the location information in the engineer information matched with each determined subtask, and the engineer information matched with the locations is screened out and marked.
In this embodiment, the method for assisting the operation of the generic IT service slicing further includes determining an order receiving engineer, and specifically includes the following steps: acquiring engineer information in each work order, sending order receiving invitation information to each engineer, judging whether marked engineer information exists in order receiving response messages, if yes, selecting one engineer from the marked engineers as an order receiving engineer, and if not, selecting the engineer near a service place as the order receiving engineer.
In this embodiment, the method for assisting the smart IT service slicing operation further includes: and when the selected engineer can not receive the order, recommending proper engineer information to the system, comparing the recommended engineer information with the engineer information in the work order, if the recommended engineer information exists, sending order-receiving invitation information to the engineer, and if the information of the recommended engineer does not exist, selecting one engineer from the work order to send invitation information.
According to the method for assisting the slicing operation of the universal IT service, provided by the embodiment of the invention, the universal IT service task is sliced and decomposed into a plurality of subtasks, the skills of the subtasks to be completed are matched with the skills of engineers, and each decomposed subtask is guaranteed to be completed by an appropriate engineer capable of guaranteeing the service quality, so that the universal IT service task can be completed efficiently and high-quality, and the customer experience is improved.
Finally, it should be noted that: the above embodiments are only used to illustrate the technical solution of the present invention, and not to limit the same; while the invention has been described in detail and with reference to the foregoing embodiments, it will be understood by those skilled in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some or all of the technical features may be equivalently replaced; such modifications and substitutions do not depart from the spirit and scope of the embodiments of the present invention, and they should be construed as being covered by the appended claims and their equivalents.
Claims (10)
1. An operation assisting system for a smart IT service slicing operation, comprising: the system comprises a task acquisition module, a task decomposition module, a task execution recording module, a matching module and a work order generation module;
the task acquisition module is used for acquiring the task requirement of the universal IT service;
the task decomposition module is used for acquiring work content according to the requirements of the flood IT service task, decomposing the flood IT service task according to work objects and work items related to the work content to obtain a plurality of subtasks, wherein the subtasks at least comprise one work object and one or more work items aiming at the work object, and a plurality of task skill labels are set for each subtask based on the one work object and the one or more work items aiming at the work object;
the task execution recording module is used for acquiring and storing historical tasks and task execution conditions of engineers;
the matching module is used for respectively comparing the task skill labels with the personnel skill labels in a pre-established engineer database, primarily finding out engineer information matched with skills, searching historical tasks and task execution conditions according to the matched engineer information, and determining the engineer information matched with each subtask according to the correlation between the historical tasks and each subtask executed by the engineer;
and the work order generating module is used for generating a work order according to each subtask and recording the engineer information matched with each subtask in the corresponding work order information.
2. The flood service slicing work auxiliary system according to claim 1, further comprising an engineer database building module, said engineer database building module being used for building an engineer resource library, entering information of a plurality of engineers in said engineer resource library, said information of engineers including personnel skill tags.
3. The ubiquitin service slicing operation assisting system as claimed in claim 2, wherein the information of the engineer further comprises location information, the task decomposing module is further configured to obtain a service location according to a requirement of the ubiquitin service task, and the matching module is further configured to perform matching according to the service location and the location information in the engineer information matched with each determined subtask, and filter and mark the engineer information matched with the location.
4. A waybit service slicing operation assisting system as claimed in claim 3, further comprising an order confirmation accepting module for acquiring engineer information in each work order, sending order acceptance invitation information to each engineer, judging whether there is marked engineer information from the order acceptance response message, if so, selecting one engineer from the marked engineers as an order accepting engineer, and if not, selecting an engineer near the service site as an order accepting engineer.
5. The flood service slicing work assisting system according to claim 4, further comprising a manual recommending module, wherein the manual recommending module is configured to recommend appropriate engineer information to the system when the selected engineer cannot take the order, determine that the order taking module compares the recommended engineer information with the engineer information in the work order, send order taking invitation information to the engineer if the recommended engineer information exists, and select an engineer from the work order to send the invitation information if the engineer information does not exist.
6. A generic IT service slicing operation auxiliary method is characterized by comprising the following steps:
acquiring a universal IT service requirement;
acquiring work content according to the requirements of the flood IT service task, decomposing the flood IT service task according to work objects and work items related to the work content to obtain a plurality of subtasks, wherein the subtasks at least comprise one work object and one or more work items aiming at the work object, and setting a plurality of task skill labels for each subtask based on the one work object and the one or more work items aiming at the work object;
acquiring and storing historical tasks and task execution conditions of engineers;
comparing the task skill labels with the personnel skill labels in a pre-established engineer database respectively, primarily finding out engineer information matched with skills, searching historical tasks and task execution conditions according to the matched engineer information, and determining the engineer information matched with each subtask according to the correlation between the historical tasks and each subtask executed by the engineers;
and generating a work order according to each subtask, and recording engineer information matched with each subtask in corresponding work order information.
7. The flood service slicing work assisting method according to claim 6, further comprising establishing an engineer resource library, and entering information of a plurality of engineers in the engineer resource library, wherein the information of the engineers includes personnel skill labels.
8. The flood service slicing work assisting method according to claim 7, wherein the engineer information further comprises location information, the service location is obtained according to the demand of the flood service task, matching is performed according to the location information in the engineer information of which the service location matches with each determined subtask, and the engineer information of which the location matches is screened out and marked.
9. The flood service slicing work assisting method according to claim 8, further comprising determining an order taking engineer, specifically comprising: acquiring engineer information in each work order, sending order invitation information to each engineer, judging whether marked engineer information exists in order answering messages, if yes, selecting one engineer from the marked engineers as an order answering engineer, and if not, selecting an engineer near a service place as an order answering engineer.
10. The flood service slicing operation assisting method as set forth in claim 9, further comprising: and when the selected engineer can not receive the order, recommending proper engineer information to the system, comparing the recommended engineer information with the engineer information in the work order, if the recommended engineer information exists, sending order-receiving invitation information to the engineer, and if the information of the recommended engineer does not exist, selecting one engineer from the work order to send invitation information.
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