JP2002032337A - Solution service support system, monitor computer, computer for monitoring center and recording medium - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a solution service operation system, in which a distantly located monitoring center can specify a monitored target and quickly grasp failures, an operation state, and to provide a monitoring computer, a computer for the monitoring center, and a recording medium. SOLUTION: This system comprises the sever 11 of a monitored target system 1, a monitor computer 21 for monitoring a network 12 a client computers 13 and a computer 31 for the monitoring center. The monitor computer 21 and the computer 31 for the monitoring center transmit and receive information through a network 7, monitor one, two, or more monitored target systems 1 and support a solution service. The system has function of specifying which monitored target system has the server 11, the network 12 and a client computer 13 to which information to be transmitted/received is related, and a function of monitoring and supporting a failure of the monitored target systems 1.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a solution service support system, a monitoring computer, a computer for a monitoring center, and a recording medium. Service support system.

[0002]

2. Description of the Related Art In order to realize a highly information-oriented society, a monitoring target system including a server, a network, a client computer, and the like is a LAN built in a company.
(Premise network), etc.
Then, it is connected to a public network such as a WAN (Wide Area Network) and can use the Internet and the like. Therefore, when a failure or performance degradation occurs in the monitored system, it has a great effect on the user. Therefore, a device for monitoring the system to be monitored is installed. However, the conventional monitoring device is independent of the system to be monitored, and displays an alarm or performance on a display unit of the monitoring device. Therefore, remote monitoring centers
The worker who checked the warning and the display of the performance was notified, and problems and lack of quickness and accuracy occurred. Also,
Monitoring of two or more monitored systems is performed, and it is necessary to specify which monitored system server, network, and client computer have a problem. In some cases, other companies 'products are connected to the monitoring target system. However, since other companies' products are maintained and managed by other companies 'vendors, it is necessary to cooperate with other companies' vendors in the event of a failure.

[0003]

SUMMARY OF THE INVENTION The present invention has been made to solve the conventional problems, in which a monitoring computer is installed and information is transmitted and received between the monitoring computer and a computer for a monitoring center via a network. A solution service support system that can identify the monitoring target at a remote monitoring center and quickly and ascertain failures and operation status, etc., and a computer for the monitoring center that can cooperate with other vendors. And a recording medium.

[0004]

SUMMARY OF THE INVENTION The present invention comprises a monitoring computer for monitoring a server, a network, and a client computer of a monitored system, and a computer for a monitoring center. Is a system that transmits and receives information via a network, monitors one or more monitored systems, and supports a solution service. The information to be transmitted and received is related to the server, network and client computer of the monitored system. This is a solution service support system that has a function of identifying a failure and a failure monitoring support function of monitoring and supporting a failure of the monitored system.

Further, the present invention provides a solution service having an operation monitoring support function for monitoring and supporting the operation status of a monitored system, and a help desk function for responding to an inquiry from a computer for a system administrator of the monitored system. It is a support system.

The present invention provides a solution service having a function of transmitting and receiving information via a network to a computer of a vendor of another company that recovers and recovers from a failure of a server of another company's product and a client computer of another company's client connected to the monitored system. It is a support system.

Further, the present invention is a solution service support system having a function of notifying a computer for a system administrator of a monitored system of a stop of a monitoring function before a solution service support contract period expires.

Further, the present invention is the solution service support system, wherein the monitoring computer stops the function of monitoring the monitored system when the solution service support contract period expires.

The present invention is a solution service support system having a function of notifying a computer for a system administrator of a monitored system of the expiration of a contract period when the contract period of the solution service support period has expired.

Further, the present invention relates to a monitoring computer used in a system for transmitting and receiving information via a network with a computer for a monitoring center, monitoring one or more monitored systems and supporting a solution service. A monitoring computer that monitors a failure of a monitored system and adds monitoring target specifying information to information to be transmitted.

Further, the present invention is a monitoring computer for notifying a monitoring center computer of a failure when a failure of the monitored system is detected.

[0012] The present invention is a monitoring computer that automatically stops a function of monitoring a monitored system when a solution service support contract period expires.

Further, the present invention provides a solution service by transmitting and receiving information via a network to and from a monitoring computer for monitoring a server, a network and a client computer of the monitored system, and monitoring one or more monitored systems. A monitoring center computer used for a supporting system, which is a monitoring center computer that specifies a server, a network, and a client computer of a monitored system from received information.

Further, the present invention is a computer for a monitoring center that specifies a server, a network, and a client computer of a monitored system using monitored target specifying information registered in a monitored database.

The present invention is a computer for a monitoring center that analyzes a reported fault, finds the cause, and notifies fault recovery support information.

Further, the present invention is a computer for a monitoring center for registering failure contents, causes, and recovery support information in a database.

Further, the present invention is a computer for a monitoring center which uses a fault case registered in a case database to isolate and analyze a fault having a plurality of causes or a fault caused by an interface failure or the like. .

The present invention is a computer for a monitoring center that remotely controls recovery of a failure of a monitored system.

Further, the present invention is a computer for a monitoring center for managing a history of failures of a monitored system.

The present invention is also a computer for a monitoring center which receives a failure notification from a computer for a system administrator of a monitored system and replies failure recovery support information.

The present invention is a computer for a monitoring center having a function of reporting the operation status of a monitored system to a computer for a system administrator of the monitored system.

Further, the present invention is a computer for a monitoring center for managing the performance of a monitored system.

Further, the present invention is a computer for a monitoring center which provides consulting information accompanying a change of a monitored system.

The present invention is a computer for a monitoring center that provides information on corrections and work changes accompanying changes in a monitored system.

Further, the present invention is a computer for a monitoring center that provides information necessary for an on-site technical meeting.

Further, the present invention comprises a monitoring computer for monitoring a server, a network, and a client computer of a monitoring target system, a computer for a monitoring center, and a computer for a maintenance base in charge. The computer for maintenance and the computer for the maintenance base are systems that send and receive information via a network, monitor one or more monitored systems, and support a solution service. This is a solution service support system that notifies the maintenance base computer of failure recovery support information.

According to the present invention, the restoration support information includes:
It is a solution service support system that is information that supports on-site recovery work.

Further, the present invention is a solution service support system in which the recovery support information is information necessary for recovering a system failure.

Further, the present invention is a solution service support system, wherein the recovery support information is information necessary for recovering user data.

The present invention comprises a monitoring computer for monitoring a server, a network, and a client computer of a monitored system, a computer for a monitoring center, and a computer for a billing / collection center. The monitoring center computer and the billing / collection center computer are systems that send and receive information via a network, monitor one or more monitored systems, and support a solution service. To identify which monitored server, network, and client computer the monitored system is, to manage the failure of the monitored system, to monitor and manage the operation status of the monitored system, and to provide the system administrator of the monitored system For con And help desk function to respond to an inquiry from Yuta is a solution service support system having a function to claim the solutions service support costs of the monitored system.

Further, the present invention is a solution service support system having a function of confirming payment of a solution service support fee charged by a computer for a billing / collection center.

Further, the present invention comprises a monitoring computer for monitoring a server, a network and a client computer of the monitored system, a computer for a monitoring center, and a computer for a billing / collection center. The monitoring center computer and the billing / collection center computer are recording media used in a system that sends and receives information via a network, monitors one or more monitored systems, and supports a solution service. There is a function to specify which monitored system, server, network and client computer the information to be transmitted / received relates to, a failure monitoring support function to monitor and support the failure of the monitored system, and to monitor the operation status of the monitored system Shi support A program that allows a computer to implement an operation monitoring support function to perform, a help desk function to respond to inquiries from the system administrator's computer of the monitored system, and a function to charge a solution service support fee for the monitored system. The recorded computer-readable recording medium.

[0033]

Embodiments of the present invention will be described. Embodiments of a solution service support system, a monitoring computer, and a computer for a monitoring center according to the present invention will be described with reference to FIGS. FIG. 1 is an explanatory diagram of an organization in the solution service support system according to the embodiment. FIG. 2 is an explanatory diagram of the solution service support system according to the embodiment. FIG. 3 is an explanatory diagram of the first half of the flowchart of the solution service support in the embodiment. FIG. 4 is an explanatory diagram of the latter half of the flowchart of the solution service support in the embodiment.

An embodiment will be described. As shown in FIGS. 1 and 2, the solution service support system of this embodiment includes a monitoring computer 21, a computer 31 for a monitoring center, a computer 41 for a maintenance center in charge, and a computer 51 for a billing / collection center. The monitoring computer 21 is connected to the WAN 12, via the network 12, the HUB 14, and the router 15 of the monitored system 1, respectively.
The monitoring center computer 31 and the maintenance base computer 4
1 and the charge billing / collection center computer 51 are connected to the network 7 and can send and receive information to and from each other using the Internet or the like. The monitoring target system 1 includes one or two or more, each of which includes a server 11, a network 12, a client computer 13, a HUB 14, a router 15, a computer 16 for a system administrator, and the like. The monitored system 1 includes a server 1 of another company's product maintained and managed by another company's vendor 6.
1b or the client computer 13b may be connected.

The monitoring computer 21 is connected to the monitoring target client computer 11 via the network 12 via the network 12.
It is connected to a network 7 such as an AN, and has a computer 31 for a monitoring center, a computer 41 for a maintenance base in charge, and a computer 51 for a billing / collection center.
Are connected to a network 7 such as a WAN, and can transmit and receive various information to and from each other using the Internet or the like.

The monitoring computer 21 is connected to the network 12 of the monitored system 1 and monitors failures of the server 11, the network 12, and the client computer 13 of the monitored system 1, and collects performance data and operation data. Other vendor's equipment 11b, 13b
Also monitor and collect data. The failure monitoring is performed, for example, by confirming Ping responses of important devices up to ten nodes connected to the monitored system 1. When a failure is detected, a failure detection signal is generated. The performance data is, for example, H
This is performed by collecting MIB information of the UB. Operating data is
For example, the monitoring is performed by monitoring the operating time by pinging the report target node. The failure detection signal and the collected performance data and operation data are transmitted to the monitoring center computer 31 via the network 12 and the network 7 of the monitored system 1.
To send to. Monitoring target specifying information for specifying the servers 11, 11b, the network 12, and the client computers 13, 13b of the monitoring target system 1 is added to the transmission data.

The monitoring computer 21 is provided as a formal solution service support, and a solution service support fee is charged. And
When the solution service support contract period expires, the function of automatically monitoring the monitored system 1 is stopped.

The monitoring center computer 31 is installed in the monitoring center 3. The monitoring center 3 provides solution service support for the monitored system 1, and includes a support manager 32, a failure support team 33, a monitoring / operations operation team 34 and a help desk team 35, and a case database 36. And a monitoring target database 37,
In addition, a responsible maintenance base 4 is provided for each responsible district. The support manager 32 is in charge of technical consultation and the like from a system administrator of the monitored system 1. The failure support team 33 is responsible for monitoring the failure of the monitored system 1 and the like. The monitoring and operation operation team 34 is in charge of operation monitoring and management of the monitored system 1. The help desk team 35 provides a solution to the question or trouble from the system administrator of the monitored system 1. The case database 36 stores cases and the like generated in the monitored system. The monitoring target database 37 stores monitoring target specifying information for specifying the server 11, the network 12, and the client computer 13 of the monitoring target system 1. As a result, the various data received from the monitoring computer or the like
1, 11b, the network 12, and the client computers 13, 13b.
The monitoring center computer 31 is connected to the network 7 such as a WAN, receives the performance data and operation data collected by the monitoring computer 21, performs a performance diagnosis,
The operation status is grasped, these reports are created as reports, and the performance management report and the operation status report are transmitted to the system administrator computer 16 of the monitored system 1. In addition, it receives a failure detection signal from the monitoring computer 21 and notifies the system administrator computer 16 of the monitoring target system 1 of the failure. It also analyzes the contents of the reported failure, investigates the cause, and finds out the recovery support information for the failure. Further, the content, cause, and recovery support information of the failure are registered in the case database 36 as a failure case. By using the failure cases registered in the case database 36 and separating and analyzing the failures having a plurality of causes, it is possible to easily find the recovery support information even for a complicated failure. Further, recovery of the failure of the monitored system 1 is controlled by remote control. Further, it is also possible to notify the responsible maintenance base computer 41 of the failure, the recovery support information, and the on-site dispatch of the recovery operation personnel, and take measures thereafter.
The devices 11b and 13b that are maintained and managed by the other vendor 6 in the monitoring target system 1 cooperate with the other vendor computer 61. It receives a failure notification from the system administrator computer 16 of the monitored system 1 and replies with failure recovery support information.
Since the technical consultation and the question / trouble from the system administrator of the monitoring target system 1 are registered in the monitoring target database 61, it can be used as a reference for the technical consultation, the question / trouble and the like after the next time.

The monitoring center computer 31 manages the history of failures of the monitored system 1, manages the performance of the monitored system 1, provides consulting information accompanying a change in the monitored system 1, Can provide information on the modification work of the system in accordance with the change of the system, and can provide the information necessary for the on-site technical meeting. Further, when the solution service support contract period expires, the system administrator computer 16 of the monitored system 1 is notified in advance.
Upon receipt of the solution service support fee payment confirmation notification from the billing / collection center computer 51, monitoring by the monitoring computer 2 is continued.

The responsible maintenance site computer 41 is installed in the responsible maintenance site 4. At the maintenance site 4 in charge, there is a worker who rushes to perform repair work when a failure or the like occurs in the monitored system 1 in the responsible area. The computer 41 for the maintenance center in charge is connected to the network 7, and a report,
Failure detection, restoration support information, notice of expiration of the contract period, and the like can be obtained. The recovery support information includes information for supporting on-site recovery work, information necessary for recovering from a system disk failure, and information required for recovering user data.

Computer 51 for billing / collection center
Are installed in the billing / collection center 5. The billing / collection center 5 performs billing and collection of a solution service support fee for the monitored system 1. The charge request / collection center computer 5 is connected to the network 7 and, when the charged solution service support charge is collected, notifies the monitoring center computer 31 that the payment has been received.

Examples of the contents of the report in the embodiment include a graph of a load factor, a graph of an error occurrence rate, a monthly graph, a daily graph, an operation status table, a six-month statistical report, a monthly summary report, and the like.

An example of the procedure of the solution service support in the solution service support system according to the embodiment will be described with reference to the flowcharts of FIGS. S101) Start. S102) Monitoring is performed by the monitoring computer. S103) It is determined whether it is within the contract period. If it is within the contract period, the process proceeds to step S111. If it is not within the contract period (immediately before the contract period expires), the process proceeds to step S141. S111) Collect performance data of the server, network, and client computer of the monitored system. S112) Collect the performance data of the devices handled by other vendors. S113) Collect operation data of the server, network, and client computer of the monitored system. S114) Collect operation data of the equipment handled by other vendors. S115) The collected data is transmitted to the monitoring center computer, and is monitored and managed. S116) It is determined whether there is a device handled by another vendor. If there is a device handled by another vendor, the process proceeds to step S121.
If there is no other vendor's equipment, the process proceeds to step S122. S121) The collected data is transmitted to another vendor. S122) It is determined whether it is the report time, and if it is the report time, the process proceeds to step S131, and if it is not the report time, the process proceeds to step S171. S131) The collected data is transmitted to the monitoring center computer. S132) A performance management report and an operation status report of the monitored system are created. S133) The created report is transmitted to the computer for the maintenance base in charge. S134) The created report is transmitted to the computer for the system administrator of the monitored system. S135) The request for the solution service support fee is transmitted. S136) The payment from the charge request / collection center computer to the monitoring center computer is confirmed, and the process returns to step S102. S141) The system administrator computer of the monitored system is notified in advance of the expiration of the contract period. S142) It is determined whether the continuation of the contract is desired. If so, the process proceeds to step S161. If not, the process proceeds to step S151. S151) Notify the computer for the monitoring center that the contract period has expired. S152) Notify the computer for the maintenance center in charge of the expiration of the contract period. S153) Notify the system administrator computer of the monitored system of the expiration of the contract period. S154) Stop monitoring by the monitoring computer. S155) The contract is canceled, and the monitoring becomes END. S161) The contract is continued, and step S102 ()
Return to S171) The failure monitoring of the server, network, and client computer of the monitored system is performed. S172) It is determined whether a failure is detected. If a failure is detected, the process proceeds to step S181; otherwise, the process proceeds to step S181.
Go to 191 (). S181) The system to be monitored is specified, and a failure is notified to the computer for the monitoring center. S182) The failure maintenance computer is notified of the failure. S183) The failure is notified to the computer for the system administrator of the monitored system. S184) Analyze the contents of the failure, investigate the cause, and remotely control the recovery operation. S185) Notify the computer for the maintenance base in charge of the on-site dispatch of the recovery operator. (S186) Failure content analysis, cause investigation, recovery method and result are notified, and the process returns to step S102. S191) It is determined whether the inquiry is from the system administrator computer of the monitored system. If the inquiry is an inquiry, the process proceeds to step S271. If not, the process proceeds to step S201.
Proceed to. S201) It is determined whether the inquiry is from the end-user computer. If the inquiry is an inquiry, the process proceeds to step S271. If not, the process proceeds to step S211. S211) The support manager determines whether it is an inquiry for information necessary for support. If the inquiry is an inquiry, the process proceeds to step S271. If not, the process proceeds to step S221. S221) It is determined whether the inquiry is a failure support inquiry. If the inquiry is an inquiry, the process proceeds to step S281. If not, the process proceeds to step S231. S231) It is determined whether the inquiry is an operation monitoring operation of the system. If the inquiry is an inquiry, the process proceeds to step S291.
If it is not an inquiry, the process proceeds to step S241. S241) It is determined whether the inquiry is a failure analysis / recovery inquiry of the system. If the inquiry is a query, the process proceeds to step S301. If not, the process proceeds to step S241. S251) It is determined whether it is an inquiry of the system operation status report. If it is an inquiry, the process proceeds to step S311. If not, the process proceeds to step S261. S261) It is determined whether it is an inquiry to grasp the contents of the system. If the inquiry is an inquiry, the process proceeds to step S321. If not, the process returns to step S102 (). S271) Information is provided by the help desk, and the process proceeds to step S331. S281) Recovery is performed in pursuit of the cause of the system failure, and the process proceeds to step S331. S291) Maintain and operate the system, and execute Step S33.
Proceed to 1. S301) Providing information by the case DB, step S
Proceed to 331. S311) Creates and reports a system operation status report, and proceeds to step S331. S321) Information is provided by the system DB, and the process proceeds to step S331. S331) The payment from the computer for the charge request / collection center to the computer for the monitoring center is confirmed, and the process returns to step S102 (). In this way, solution service support in the solution service support system can be performed.

As the solution service support for the monitored system, the monitored system support, the problem-solving when the mission-critical monitored system fails, the maintenance support, the client support, the management and recovery of the client computer, the recovery from the end user, and the like. There is support for problem solving.

In the above embodiment, the solution service support system, the monitoring computer, and the computer for the monitoring center have been described. However, the function of specifying which monitoring target system server, network and client computer the information to be transmitted / received has:
A failure monitoring support function that monitors and supports the failure of the monitored system, an operation monitoring support function that monitors and supports the operation status of the monitored system, and a help desk that responds to inquiries from the system administrator computer of the monitored system It is possible to store a program for causing a computer to execute the function and the function of charging a solution service support fee of the monitored system in a computer-readable recording medium (for example, a CD-ROM or the like), and By using this recording medium, a microcomputer or the like can function as the monitoring computer 2. At that time, the client computer 13 or the like can be used as a monitoring computer.

[0046]

According to the present invention, the monitoring computer is installed, and the monitoring computer and the computer for the monitoring center can send and receive information via the network and can cooperate with other vendors. In the monitoring center, a solution service support system that can specify a monitoring target system and quickly and easily grasp a failure, an operation status, and the like can be obtained.

[Brief description of the drawings]

FIG. 1 is an explanatory diagram of an organization in a solution service support system according to an embodiment.

FIG. 2 is an explanatory diagram of a solution service support system according to the embodiment.

FIG. 3 is an explanatory diagram of a first half of a flowchart of a solution service support in the embodiment.

FIG. 4 is an explanatory diagram of the latter half of the flowchart of the solution service support in the embodiment.

[Explanation of symbols]

 Reference Signs List 1 monitored system 11 server 11b other company's product server 12 network 13 client computer 13b other company's product client computer 14 HUB 15 router 16 system administrator computer 2 monitoring computer 3 monitoring center 31 monitoring center computer 32 support manager 33 failure support team 34 monitoring・ Operations operation team 35 Help desk team 36 Case database 37 Monitored database 4 Maintenance base in charge 41 Computer for maintenance base in charge 5 Billing / collection center 51 Computer for billing / collection center 6 Other vendors 61 Computer for other vendors 7 Network

Continued on the front page (72) Inventor Yoshihisa Takamura 504-2 Shinanomachi, Totsuka-ku, Yokohama-shi, Kanagawa Prefecture Within Hitachi Electronics Service Co., Ltd. (72) Inventor Isao 504-2 Shinanomachi, Totsuka-ku, Yokohama-shi, Kanagawa Prefecture Hitachi Electronics Service Co., Ltd. Within the company (72) Inventor Fuhiko Akinaga 504-2 Shinanomachi, Totsuka-ku, Yokohama-shi, Kanagawa Prefecture Within Hitachi Electronics Service Co., Ltd. (72) Inventor Reika Yamagishi 504-2 Shinano-cho, Totsuka-ku, Yokohama-shi, Kanagawa Hitachi, Ltd. Inside the Company (72) Inventor Mutsuji Takesada 504-2 Shinanomachi, Totsuka-ku, Yokohama-shi, Kanagawa Prefecture Inside Hitachi Electronics Service Co., Ltd. (72) Inventor Mina 504-2 Shinanomachi, Totsuka-ku, Yokohama-shi, Kanagawa Prefecture Inside Hitachi Electronics Service Co., Ltd. (72) Inventor Masahiko Kurata 504-2 Shinano-cho, Totsuka-ku, Yokohama-shi, Kanagawa Prefecture F-term in Hitachi Electronics Services Co., Ltd.

Claims (29)

[Claims] 1. A monitoring computer for monitoring a server, a network, and a client computer of a system to be monitored, and a computer for a monitoring center. The monitoring computer and the computer for the monitoring center exchange information via a network. A system for transmitting and receiving, monitoring one or more monitored systems, and supporting a solution service, comprising: a function for specifying which monitored system, server, network and client computer the information to be transmitted and received; A solution service support system comprising: a failure monitoring support function for monitoring and supporting a failure of a target system. 2. The solution service support system according to claim 1, wherein an operation monitoring support function for monitoring and supporting the operation status of the monitored system, and a help desk responding to an inquiry from a system administrator computer of the monitored system. A solution service support system characterized by having a function. 3. The solution service support system according to claim 1, wherein a computer for a third-party vendor that recovers and recovers from a failure of a third-party server and a third-party client computer connected to the monitored system via a network. Solution service support system characterized by having the function of sending and receiving information by hand. 4. The solution service support system according to claim 1, wherein before the solution service support contract period expires, the computer for the system administrator of the monitored system is notified of the suspension of the monitoring function. A solution service support system having a function of giving a notification. 5. The solution service support system according to claim 1, wherein the monitoring computer stops a function of monitoring the monitored system when a solution service support contract period expires. Characteristic solution service support system. 6. The solution service support system according to claim 5, wherein when the solution service support contract period expires, the solution has a function of notifying the computer for a system administrator of the monitored system of the expiration of the contract period. Service support system. 7. A monitoring computer used in a system for transmitting and receiving information via a network with a computer for a monitoring center to monitor one or more monitored systems and to support a solution service, wherein the monitored computer A monitoring computer for monitoring a failure of a computer and adding monitoring target specifying information to information to be transmitted. 8. The monitoring computer according to claim 7, wherein when a failure of the monitored system is detected, the failure is reported to a computer for a monitoring center. 9. The monitoring computer according to claim 7, wherein a function of monitoring the monitored system is automatically stopped when a solution service support contract period expires. 10. A system for monitoring a server, a network, and a client computer of a monitored system, transmitting and receiving information via the network to monitor one or more monitored systems and support a solution service. A monitoring center computer to be used, wherein a server, a network, and a client computer of a monitored system are specified from received information. 11. The computer for a monitoring center according to claim 10, wherein a server, a network, and a client computer of the system to be monitored are specified by using the monitoring target specifying information registered in the monitoring target database. Monitoring center computer. 12. The monitoring center computer according to claim 10, wherein the computer analyzes the reported failure, finds the cause, and notifies the failure recovery support information. Computer. 13. The computer for a monitoring center according to claim 10, wherein a failure content, a cause, and recovery support information are registered in a database. 14. The computer for a monitoring center according to any one of claims 10 to 13, wherein the failure case registered in the case database is used to cause a failure having a plurality of causes or a defective interface. A computer for a surveillance center, which isolates and analyzes a fault that occurs. 15. The computer for a monitoring center according to claim 10, wherein restoration of a failure of the monitored system is remotely controlled. 16. The computer for a monitoring center according to claim 10, wherein a history of failures of the monitored system is managed. 17. The monitoring center computer according to any one of claims 10 to 16, wherein a failure notification is received from a system administrator computer of the monitored system, and failure recovery support information is returned. A computer for a monitoring center. 18. The monitoring center computer according to claim 10, further comprising a function of reporting an operation status of the monitored system to a system administrator computer of the monitored system. Monitoring center computer. 19. The monitoring center computer according to claim 10, wherein the performance of the monitored system is managed. 20. The computer for a monitoring center according to any one of claims 10 to 19, wherein the computer for a monitoring center provides consulting information accompanying a change in a system to be monitored. 21. The computer for a monitoring center according to claim 10, wherein the computer for a monitoring center provides information on a modification and a work change accompanying a change of a monitored system. 22. The computer for a monitoring center according to claim 10, wherein the computer for a monitoring center provides information necessary for an on-site technical meeting. 23. A monitoring computer for monitoring a server, a network, and a client computer of a monitoring target system, a computer for a monitoring center, and a computer for a maintenance center. The maintenance base computer is a system that sends and receives information via a network, monitors one or more monitored systems, and supports a solution service. A solution service support system that notifies a computer of failure recovery support information. 24. The solution service support system according to claim 23, wherein the recovery support information is information for supporting on-site recovery work. 25. The solution service support system according to claim 23, wherein the recovery support information is information necessary for recovering a system failure. 26. The solution service support system according to claim 23, wherein the recovery support information is information necessary for recovering user data. 27. A monitoring computer for monitoring a server, a network and a client computer of a monitored system, a computer for a monitoring center,
A collection center computer, and the monitoring computer, the monitoring center computer, and the billing / collection center computer send and receive information via a network to monitor one or more monitored systems. A system that supports the solution service as a function of transmitting and receiving information, which specifies which monitored server, network, and client computer the monitored system is related to, the function that manages the failure of the monitored system, and the operating status of the monitored system A solution that monitors and manages the monitored system, a help desk function that responds to inquiries from the computer for the system administrator of the monitored system, and a function that charges a solution service support fee for the monitored system. Service Support system. 28. The solution service support system according to claim 27, wherein the computer for the billing / collection center has a function of confirming payment for the billed solution service support fee. 29. A monitoring computer for monitoring a server, a network and a client computer of a monitored system, a computer for a monitoring center,
A collection center computer, and the monitoring computer, the monitoring center computer, and the billing / collection center computer send and receive information via a network to monitor one or more monitored systems. A storage medium that is used in a system that supports solution services and that specifies which monitored system's server, network, and client computer the information to be transmitted and received, and monitors and supports faults in the monitored system Fault monitoring support function, operation monitoring support function that monitors and supports the operation status of the monitored system, help desk function that responds to inquiries from the computer for the system administrator of the monitored system, and solution service for the monitored system Sapo A computer-readable recording medium on which a program for causing a computer to implement a function for charging a computer fee is recorded.