JP2005276068A - Operation management notification supporting system, method and program, and computer-readable recording medium storing operation management notification supporting program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To solve a problem in conventional operation management notification supporting technology wherein it cannot apply a communication method getting the cooperation of non-coping personnel, as dynamic arrangement of coping personnel under consideration of coping level to failure can not be taken, and the communication can not be properly performed in correspondence with working actual condition of the coping personnel. <P>SOLUTION: This system comprises a coping level determining means for determining the coping level as indicators of importance and urgency in coping on the basis of notification information to an operation manager and the relative environmental information, a coping personnel selecting means for selecting the coping personnel on the basis of the coping level and the coping personnel information, a notification media selecting means for selecting a notification media on the basis of the personnel attribute information by every coping personnel, a means for creating the notification information to the coping personnel by using the selected notification media, and a notification means for notifying the coping personnel selected by the notification media, of the notification information to the coping personnel. Thus the problem can be solved. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to an operation management technology for an information system, and more particularly to an operation management notification support technology in which an operation manager quickly selects and notifies appropriate coping personnel when an information system malfunctions.

  With the increasing use of IT in all industries and personal lives, the importance of information system operation management is also increasing. Since a hardware / software failure that occurs during operation of the information system is detected by a known operation management system and is transmitted to the operation manager, the operation manager needs to promptly notify coping personnel who deal with it. However, as the information system becomes larger, there are more types of failures, and the types of skills of coping personnel are diversified. If the operation manager contacts with each other as before, the downtime increases. In the case of an information system that is unavoidable and forms the basis of business, the damage and impact is very serious.

For this reason, there has been considered an operation management notification support system that connects a known operation management system and a notification system to the coping staff. For example, in the “maintenance information notification method using a portable terminal” shown in Patent Document 1 below, a notification set in advance according to the type of failure presented by the network operation management system (in this document, the network management system NMS) An operation management notification support system (maintenance information providing server in this document) technology that automatically reports to a mobile terminal using a notification medium such as a telephone or electronic mail is disclosed. Also, in the “failure notification system” of Patent Document 2 below, a business failure notification from an operation management system (in this document, a monitoring computer system) that detects abnormal termination of a business on an information system that performs business processing is set in advance. An operation management notification support system (in this document, a business failure notification unit) is disclosed that notifies a coping staff using various notification media such as a pager, an e-mail, and an internet connection terminal.
JP 2002-033731 A JP 2001-160029 A

  It seems that the operation management and trouble handling of the information system described in the above patent document is designed with a system in which the company that owns the information system is covered by coping personnel in the information system department employed by the company. . In such an information system, the types and number of coping personnel to be contacted are relatively limited, and the notification destination (cooperating personnel) is statically determined in advance for an assumed failure as in the above patent document. Within that range, the effectiveness of the technique of the above document is understood.

  However, with the progress of IT described in the background art above, in-house information systems have become enormous and complex, and not a few companies have been thinking about designing and operating information systems that they use for their own business. I came to think that outsourcing to the outside is more rational than doing it. And outsourcing companies have emerged as one business (outsourcing business) to meet the demand for outsourcing. In such an outsourcing company, the operation management of the customer information system is the business itself, and has a large number of coping personnel for various customer systems. As described above, when a large number of coping personnel deal with various types of information systems, the following problems become apparent in the operation management notification support method of the above prior art.

  ・ In the outsourcing business that undertakes system operation, the handling personnel to deal with failures is important, and many personnel are always on standby. Although it is ideal to dispatch a large number of coping personnel for disaster recovery to always minimize the recovery time, it is outsourcing to have enough coping personnel to handle all the failures so carefully. Difficult for business. In the first place, the information system subject to operation management varies in size, service content, service level agreement (SLA) between the outsourcing company and the customer, and the like. In some cases, the amount of damage (and hence the penalty payment amount) caused to the customer by the customer system down is different, and in some systems, the impact range of the down depends on the time of the failure and the weather at the time of the failure. Therefore, since the impact (damage) of downtime differs for each failure occurrence, determine the level of response (importance, urgency, etc.) required for each failure, and dynamically It is reasonable to plan a dispatch. As described above, there is an environmental condition that affects the level of coping with each failure as described above. In this specification, this is referred to as related environment information. As in the above-mentioned Patent Documents 1 and 2, in a system in which coping personnel are statically static in advance, such related environment information cannot be taken into consideration, so the need for such dynamic coping personnel allocation is satisfied. Not.

  ・ Coping personnel not only wait at the headquarters (for example, Internet data centers), but also decide on schedules and reside at customer offices or customer system sites, and often take on other tasks such as system development while on standby. . In the prior art, there is a concern that the contact cannot be made accurately when the contact information of the coping personnel is not constant.

  ・ The prior art is merely a notification to coping personnel, and it is not possible to obtain cooperation from non-coping personnel. In particular, in the case of a urgent failure, a notification method that can obtain cooperation from non-handling personnel is desired.

  In the conventional operation management notification support technology, the problem that the dynamic response personnel allocation in consideration of the level of response to the failure cannot be performed is to monitor the information system IS in operation as shown in FIG. 1 and FIG. Operation information function OM-inf that generates notification information OM-inf for operation managers is acquired from the information system IS having the operation management function unit OMF, and the notification information OM-inf for operation managers is acquired and transmitted to the appropriate coping personnel AP The management notification support system, which includes the notification information OM-inf for operation managers and related environment information (example 1: importance information by schedule for each business service) (example 2: dynamic consideration information such as weather) C-inf Based on the response level determination means 1 for determining the response level A-level, which is an index of the importance and urgency of the response, the notification information OM-inf for the operation manager, the response level A-level and the response level Personnel decision logic Information) OM-inf and notification information OM-inf for the operation manager for each of the one or more coping personnel AP selected by the coping personnel selection means 2 The notification media selecting means 3 for selecting the notification media CMed based on the personnel attribute information Pp-inf of the selected handling personnel AP and the selected notification media (id = CMed1,.., CMedn) Response information generation means 4 for response personnel that generates notification information AP-inf for response personnel to notify the selected response personnel (id = APx, ..., APy), and the notification information AP-inf for response personnel This is solved by an operation management notification support system comprising notification means 5 for notifying the selected coping personnel (id = APx,..., APy) using the notification medium CMed.

  That is, in the operation management notification support system of the present invention, each time the countermeasure level determination means 1 receives an individual failure notification, related environment information (Example 1: Importance information by schedule for each business service) (Example 2: Behavior such as weather) Information to be considered) Referring to C-inf, the countermeasure level A-level for the fault is dynamically determined, and based on this, the countermeasure personnel selection means 2 dynamically determines the number and selection of the countermeasure personnel AP. Therefore, it is possible to dynamically allocate personnel to deal with failures in consideration of the level of response to failures.

  Further, the problem that the conventional operation management notification support technology cannot make accurate contact according to the actual working situation of the coping staff, as shown in FIG. 7 and FIG. 8, the coping staff selecting means 2 further includes the coping staff. It is solved by the operation management notification support system that selects the appropriate AP for responding personnel using the AP work information (work performance / plan data W-data). Further, as shown in FIGS. 13 and 14, the notification media selection means 3 further uses the work information (work results / schedule data W-data) of the coping personnel to provide appropriate notification media (id = CMed1,. , CMedn) is selected by the operation management notification support system.

  That is, the coping staff selection means 2 of the present invention selects an appropriate coping staff AP using the work information (work results / schedule data W-data) of the coping staff AP, and the notification media selection means 3 works for the coping staff AP. Since the appropriate notification media (id = CMed1, .., CMedn) is selected using information (work results / planned data W-data), it is possible to perform accurate selection and notification according to the actual working conditions of the coping personnel. I can do it.

  Further, as shown in FIG. 1, the problem that the conventional operation management notification support technology does not have a contact method for obtaining the cooperation of non-handling personnel is not limited to the notification media (id = CMed1,... CMedn). As described above, the problem is solved by an operation management notification support system including in-house broadcasting to the facility relating to the coping personnel (id = APx,..., APy).

  In other words, the fact that the selected coping personnel (id = APx,…, APy) are called by the in-house broadcasting to the facility is also informed to the non-cooperating personnel in the facility, and the cooperation of the non-cooperating personnel is obtained. It becomes a contact method, and further communication is thorough and prompt notification can be made.

  According to the operation management notification support system of the present invention, the level of response to the failure is dynamically determined by referring to the related environment information, and the number of responders and the selection of personnel are dynamically performed based on this. In addition, there is an effect that it is possible to dynamically assign personnel for coping with the level of coping with a failure. In addition, using the work performance and schedule data of the coping personnel, the work location of the coping personnel is notified using an appropriate notification media, so it is possible to accurately select and notify the coordinating personnel according to the actual working situation of the coping personnel. There is an effect. In addition, by including in-house broadcasting to the facility related to the handling personnel as the notification media, there is an effect that a contact method for obtaining the cooperation of non-handling personnel is possible.

  An embodiment of the operation management notification support system of the present invention will be described with reference to FIGS. Note that the computer processing in the present invention is executed by a computer program developed on the main storage device of the computer. The computer program is provided in a CD- format including an auxiliary storage device connected to the computer. Provided by being stored in a recording medium such as a portable storage device such as a ROM or a main storage device or an auxiliary storage device of another computer connected to a network. It is loaded and executed on a storage device.

    FIG. 1 shows a first embodiment of the operation management notification support system of the present invention. The operation management notification support system of this embodiment receives notification information OM-inf for the operation manager from the external information system IS, and related environment information from the outside (Example 1: Importance information by schedule for each business service) (Example 2) : Dynamic consideration information such as weather) C-inf is received, and work results / schedule data W-data and personnel attribute information Pp-inf are received from an external staff attendance management system. Then, the notification media ID (CMed-id) and the notification information AP-inf for the handling personnel are output to the external notification system, and the notification system is selected through the selected notification media (id = CMed1, .., CMedn). Notify the selected coping personnel (id = APx, ..., APy).

  In this embodiment, as shown in FIG. 1, the operation management notification support system incorporates response level determination means 1, response personnel selection means 2, notification media selection means 3, notification information generation means 4 for response personnel, and notification means 5. . The countermeasure level determination means 1 incorporates a countermeasure level factor rule base 121. The coping staff selection means 2 incorporates a staff decision logic (coping staff information) 221. The notification information generation means 4 for handling personnel incorporates a message master Mes-M. These operations will be described below with reference to the flow of FIG.

  First, in step S201 in FIG. 2, the operation management notification support system receives notification information OM-inf for the operation manager and stores it in the buffer. This operation manager notification information OM-inf is notification information generally issued to the operation manager by the operation management function unit OMF of the information system IS, and an example of the data structure is shown in FIG.

As shown in FIG. 16, the representative notification information notifies the occurrence of a failure in the information system IS. Such information generally includes failure date and time information ("Date" item in the figure), failure hardware / software id ("Error id" item in the figure) that identifies the hardware / software component that detected the failure, and at that time The fault software id (in the figure, “program id” item) for identifying the software that was operating is included. (Although there is a clear difference between the error id and the program id of the soft component, both can be handled as the same category while ignoring the difference in selecting the coping personnel. Called.)
The notification information OM-inf for operation managers described above is usually displayed on the display etc. in the operation management function unit OMF every time it occurs and notifies the operation manager. Output to the error log file of the functional part OMF. In step S201 in Fig. 2, the operation management notification support system receives this every time a new failure occurs. Even if the operation management function part OMF of the commercial package does not have a real-time external output interface, such an error occurs. By frequently transferring log files and checking for updates, the operation management notification support system can receive notification information OM-inf for operation managers informing these failures in real time.

  Next, the process proceeds to step S202 in FIG. 2, and the handling level determination means 1 in the operation management notification support system includes necessary items (mainly failure hardware / software id and failure occurrence date and time) in the notification information OM-inf for the operation manager. Related environment information (Example 1: Importance information by schedule for each business service) (Example 2: Dynamic consideration information such as weather) A countermeasure level A-level is calculated based on C-inf. In order to explain this step, reference is made to an internal configuration example of the countermeasure level determining means 1 in FIG.

  As shown in FIG. 3, the countermeasure level determination means 1 includes a business service determination unit 11 and a countermeasure level calculation engine 12. The business service determination unit 11 includes a business service master 111, and the countermeasure level calculation engine 12 includes a countermeasure level factor rule. Built-in base 121. The operation of the countermeasure level determination means 1 having this configuration will be described in detail with reference to the operation flow of FIG.

  First, in step S401 in FIG. 4, the business service determination unit 11 of the countermeasure level determination means 1 searches the business service master 111 using the fault hardware id and fault software id in the notification information OM-inf for the operation manager as a key, and responds. The business service to be identified is specified, and the service importance and service schedule are acquired. Here, the business service master 111 is an attribute information database for various business services executed on the information system IS, and its data structure is, as shown in FIG. 5, the service type, service importance, and used hardware device id. , Use software id, service schedule, etc. In addition, in this embodiment, an attribute “dynamic consideration” is provided. In step S401, the value of the “used hardware device id” item and the “used software id” item (element value in list format) of this business service master 111 is set to “failed hardware id” in the notification information OM-inf for the operation manager. ”And“ failure software id ”are searched for, and the service importance and service schedule of that service (if there are a plurality of services) are acquired. For example, in the record illustrated in FIG. 5, the service importance is the value “AA”, and the service schedule is “normal business hours =“ 03:00 to 24:00 ”, database update =“ 00:00 to 03:00 ”. “, Regular maintenance =“ 1st Wednesday of every month 19:00 to 24:00 ”.

  Next, in step S402, the countermeasure level calculation engine 12 gives the service importance acquired by the business service determination unit 11 to the countermeasure level factor rule base 121 and calculates the contribution to the countermeasure level factor (importance). Here, the countermeasure level factor rule base 121 built in the countermeasure level calculation engine 12 has a data structure as shown in FIG. 6 and lists rules related to factors for calculating the countermeasure level A-level. In the embodiment of FIG. 6, the countermeasure level factors are importance and urgency, and rules relating to these are given. In step S402, a rule in which the service importance value output by the business service determination unit 11 contributes to the importance factor, such as rule j “if service importance =“ AA ”then importance = importance + 1” in FIG. Execute. In this example, if the value of the service importance item is “AA” for all service ids, it indicates that 1 is added to the countermeasure level factor (importance). Here, the variable “importance” is an integer value, and the larger the value, the higher the importance is set.

  Next, in step S403, the response level calculation engine 12 gives the response level factor rule base 121 the failure occurrence date and time in the notification information OM-inf for the operation manager and the service id and service schedule acquired by the business service determination unit 11. The contribution to the coping level factor (emergency) is calculated. An example of this is shown in the rules k, l, and m in FIG.

  Each of these rules is a rule for a failure that occurred in a business service with service id = S12345. In rule k, the failure occurrence date (event-day) is the first Wednesday, and the failure occurrence time (event-time) When the value is greater than “19:00”, the variable “Urgent” is decremented by 1. That is, the urgency is lowered. In rule l, conversely, if not, the variable “urgency” is incremented by 1 to raise the urgency. The rule m is a rule of the “dynamic consideration” item, and when the failure occurs (event-time) is in the most busy time zone, the variable “urgency” is further incremented by 1 to raise the urgency. In this example, the “dynamic consideration” item value of the business service master 111 is assumed to be registered and updated in the business service master 111 from the outside during the most busy time, but in other examples, the operation management function unit OMF Is to periodically capture the user access frequency of the service id = S12345 in real time and give it as an item on the notification information OM-inf for the operation manager, so that the handling level calculation engine 12 uses this, It is also possible to give a rule to the countermeasure level factor rule base 121.

  Next, in step S404, the countermeasure level calculation engine 12 executes, for example, rules n and o of FIG. 6 as other dynamic considerations. When this rule is executed, an operation administrator input screen is displayed and the operation administrator is prompted to input a dynamic consideration parameter dynamic-parameter value. For example, when the operation manager inputs this value based on the current weather information, the variable “urgency” is changed based on this value. In another embodiment, the dynamic consideration parameter dynamic-parameter value is not input to the operation administrator, but the response level calculation engine 12 is automatically accessed to the weather information service on the Internet and the dynamic-parameter value is set. It is also possible to calculate automatically. In addition to the weather, the dynamic consideration information related to the information system including the influence level of the degree of importance of dealing with abnormalities in the operation system due to social events, economic events, etc. It is also possible to do.

  Next, in step S405, the handling level calculation engine 12 calculates the final handling level A-level after applying the rules of the handling level factor rule base 121 to all external inputs. In the example of FIG. 6, the response level A-level is calculated by the integer z (up to 5) of importance * 0.2 + urgency * 0.8 according to rule z for the final value of importance and urgency that are response level factors. Yes.

  Returning to FIG. 2, as described above, after the countermeasure level A-level is calculated in step S <b> 202 of FIG. 2, the countermeasure personnel selection means 2 is the operation manager obtained in the previous step in step S <b> 203. Based on the notification information OM-inf for OM-inf, the response level A-level obtained in the previous step, the employee attribute information Pp-inf obtained from the external employee attendance management system, and work performance / plan data W-data Select the appropriate coping personnel AP that should be handled, and output the coping personnel ID (AP-id). This step will be described below based on an example of the internal configuration of the handling personnel selection means 2 in FIG. 7 and the operation flow of the handling personnel selection means 2 in FIG.

  First, the countermeasure personnel selection means 2 starts the necessary personnel type determination unit 21 in FIG. 7 in step S801 in FIG. 8, and uses the fault hard id and fault software id indicated by the notification information OM-inf for the operation manager as a key to the defense range master. Search Skill-M and determine the required kind of kind. Here, the defense range master Skill-M is built in the necessary personnel type determination unit 21, and is a master that registers what kind of defense personnel AP is required for each failure hardware / software id. As shown in the example in Fig. 9, the defense range master Skill-M specifies the value of the kind of kind, which is the attribute of the handling personnel AP, for each faulty hardware / software id. The personnel type kind that the coping personnel AP corresponding to the notification information OM-inf should have is determined.

  Next, in step S802 in FIG. 8, the necessary number determination unit 22 for each personnel type in FIG. 7 sets the personnel determination logic (coping personnel information) 221 based on the personnel type kind and the countermeasure level A-level obtained in the previous step. The number of people for each kind of required kind is determined by referring to the table, and a tuple of types and number of people (type of people tuple) KN is created. In general, multiple tuples are obtained. FIG. 10 shows an example of the structure of the personnel determination logic (handling personnel information) 221 used here. In the present embodiment, the personnel determination logic (cooperating personnel information) 221 determines the number of necessary personnel in a matrix created by the range of the response level A-level value and the range of the personnel type kind value.

  Next, in step S803 in FIG. 8, the coping staff selection unit 23 in FIG. 7 determines whether coping staff IDs (AP-id) have been selected for all the type number tuples KN, and the following is performed until all the processes are completed. Steps S804 and 805 are repeated.

  In step S804, the coping staff selecting unit 23 extracts the next type number tuple K-N, and extracts a coping staff ID (AP-id) as a candidate in the following procedure. (1) The retrieval type is the personnel type kind in the retrieved type number tuple K-N and the faulty hardware / software id in the operation manager notification information OM-inf. (2) The record of the handling personnel ID (AP-id) including the search key is extracted as a handling personnel candidate in the personnel attribute information Pp-inf set in the external personnel master AP-M whose structure is shown in FIG. . Here, the personnel master AP-M registers and manages personnel attribute information Pp-inf for all coping personnel APs. In this embodiment, as shown in FIG. 1, it is maintained by an external personnel attendance management system. An example of the data structure is shown in FIG. As shown in the figure, the personnel type kind and contact information of each coping personnel AP is taken as personnel attribute information Pp-inf. The personnel type kind is a combination of the category code and the target device / software id. The category code is a code for registering the specialty category of the handling personnel AP, and is meaningful as shown in the code table shown in FIG. ing. Further, the target device / software of the field of expertise of the handling personnel AP is taken as the target device / software id in the personnel attribute information Pp-inf. As illustrated in FIG. 12, since there are usually a plurality of these specialty fields, they are registered in a list format composed of a plurality of elements. Therefore, in the procedure (2), a handling personnel ID (AP-id) record is extracted from the personnel master AP-M so that the search key set in the above (1) is included in this category code list and target device / software id list. To do.

  Next, in step S805, the coping staff selection unit 23 checks the work record / planned data W-data in the staff attendance database W-db for the extracted coping staff candidate ID (AP-id) with the date and time of the failure, and is on vacation. Non-assignable persons are extracted, and the extracted candidates are sorted in ascending order of the cumulative number of dispatches, and the number of persons specified by the type number tuple KN is selected. Here, the staff attendance time database W-db is a database managed by an external staff attendance management system, and the work performance / schedule data W-data of each coping staff AP is registered. As shown in the example of the data structure of the staff attendance database W-db in FIG. 11, the dispatching results, attendance results, working days, working hours, and working place schedule data are stored in units of each month.

  Returning to FIG. 2, the operation of the coping staff selecting means 2 described in step S203 of FIG. 2 has been described above. Next, the operation of step S204 in FIG. 2 will be described. In step S204, the notification media selection means 3 imports the personnel attribute information Pp-inf, which is the attribute information of the handling personnel ID (AP-id) obtained in the previous step, and the work performance / schedule data W-data from the outside and operates them. An appropriate notification medium Cmed is selected in comparison with the failure date and time in the notification information OM-inf for the administrator, and the notification medium ID (Cmed-id) is output. In order to explain the details of this part, FIG. 13 shows a configuration example of the notification media selection means 3 of the present embodiment, FIG. 14 shows its operation flow, and the description will be made based on this.

  In step S1401 of FIG. 14, the contact determination unit 31 of the notification media selection means 3 of FIG. 13 obtains the employee attribute information Pp obtained from the external employee attendance management system for the coping staff ID (AP-id) obtained in the previous step. Check the -inf, work performance / schedule data W-data, and the failure occurrence date and time in the notification information OM-inf for the operation manager to obtain the current work location of the coping personnel AP. Next, in step S1402, the media selection unit 32 compares the current work location obtained in the previous step with a built-in media registration table Med-table (see FIG. 13), and an appropriate contact item name (media type and name). Address type). Next, in step S1403, the media selection unit 32 refers to the personnel attribute information Pp-inf on the personnel master AP-M of the handling personnel AP, and from among the contact items, the contact item obtained in the previous step. Get the notification medium IDCmed-id of the name and the address specific to the AP that handles it.

  In place of FIG. 2, the notification information generation means 4 for handling personnel of the operation management notification support system, in step S205, the handling personnel ID (AP-id) and notification media ID (Cmed-id) obtained in the previous step and their uniqueness. Based on the address, the notification information OM-inf for the operation manager is converted into the notification information AP-inf for the handling personnel. This message assembly is performed with reference to the message master Mes-M illustrated in FIG. That is, since the message master Mes-M is prepared with variable clauses and fixed clauses that form the title name and body for each notification media ID (Cmed-id), the notification information generation means 4 for coping personnel is variable. Link the name of the handling personnel AP or the id of the failure to the clause, select and set the connection of each clause, and create the notification information AP-inf for the handling personnel appropriate for each notification media ID (Cmed-id). A technique for giving a title name and a body text in a text string including a variable clause as described above is known in the case of telephone, FAX, and e-mail, for example, in Japanese Patent Laid-Open No. 9-136266. 2 is also used. In addition, such a technique in the case where the notification medium is broadcast in the hall is also well known in the passenger guidance etc. in the station premises (for example, disclosed in Japanese Patent Laid-Open Publication No. 02-033198), and the details thereof are described here. Is omitted.

  Finally, in step S206 of FIG. 2, the operation management notification support system activates the built-in notification means 5, the notification media ID (Cmed-id) obtained in the previous step, and the corresponding notification information AP- Send inf to external notification system. The external notification system, as illustrated in FIG. 1, allows notification media such as e-mail, landline / mobile phone / pager, fax, and in-house broadcasting to perform the intended notification operation. It also has server functions as disclosed in Kaihei 9-136266 and JP-A-02-033198.

  FIG. 17 is a configuration example of an operation management notification support system according to the second embodiment of the present invention. FIG. 18 shows an operation flow diagram of the operation management notification support system of the second embodiment of the present invention, and FIG. 19 shows examples of various data structures of the operation management notification support system of the second embodiment of the present invention. It was.

  In FIG. 17, the part indicated as “operation management software (SystemWalker etc.)” corresponds to the operation management function part OMF of the first embodiment, and the part indicated as “warning adjustment system” is the operation management of the present invention. It corresponds to a notification support system. Further, the “message generated from the operation management software” in FIG. 19A corresponds to the notification information OM-inf for the operation manager in the first embodiment.

  In the routine “acquisition of error information” in FIG. 18, the operation management notification support system extracts an error message from the operation management software and creates a failure management table (not shown). Next, in the routine “Examine the work contents, time zone, attended workers, etc.”, the priority and the urgency level corresponding to the failure are determined (see [1] and [8] below). This determination takes into account work, program elements, date and time elements, and others. When the response level is determined, the required skill (type) and required number of response personnel are determined (see [2] and [3] below). Next, search for the corresponding personnel (see [4] below), and if the necessary number of people is secured, select the notification method (Figure 19 (e) Use the corresponding personnel database) (see [5] below). If the required number of people cannot be secured, the system issues a contact alarm to the manager and leaves it to the manager's coordination.

Next, in the routine “assemble output message”, the error message is first converted by the message conversion table. Next, set the corresponding item in the parameter. Next, it is converted into a method according to the urgency level of the scheduled person.

  Next, in the routine “notification”, notification is first made at a predetermined notification level (see [6] below). After that, wait for a certain period of time, cancel the notification if a cancellation email is received during that time, and set completion in the failure management table, but if no cancellation email is received, return to the step of notifying at the default notification level again Repeat the notification (see [7] below). In addition, the notification is canceled when the notified person in charge has started, directly to the mail or the operation management notification support system, or via a device (PC, etc.) connected via a network or the like. The system personnel who have received the notification of response start by telephone from the response personnel, etc., enter the information on their behalf and notify other people as necessary. And when not starting for a fixed time, a notification level is raised. In another embodiment, the next person in charge may be determined and notified.

  The above operation will be specifically described based on the example of FIG. First, the message generated from (a) the operation management software in FIG. 19 is converted into the input message database in FIG. 19 (b). In the following, we will follow the notification of err001 message on this database.

[1] From the service time zone database shown in FIG. 19 (c), the urgency level becomes 1 from the occurrence of prg001 at 10:10. (In this embodiment, the urgency level 1 is the highest, and the greater the value, the lower the urgency level.)
[2] Figure 19 (d) From the operating program database, it is prg001, so the type is determined as system (hardware A).

  [3] FIG. 19 (a) The device name is known as DB0011 from the related file and device name of the message generated from the operation management software.

  [4] As for the response personnel, the response personnel determination table has priority 1 and emergency 1 in FIG.

  [5] FIG. 19 (e) The corresponding personnel database is searched, and a total of four people including se001, se002 and two others are extracted.

  [6] Fig. 19 (g) From the message conversion table, the input message is a file input / output error and the error ID is F01, so the notification message is “% of“ Management number ”,“ ### ”“ $$$ ”. A file I / O error has occurred at “&&&” in “%%”. Please take immediate action. Is adopted. The first one is from the first day of the day, “Management number” = 0001, the name “###” is from “se001” and “hard”, and $$ is the time of the input message DB, from the server name, Since “2/20 10:10 is server WWW2” and %%% is a type converted from the program name, DB0011 is inserted from the system (heart A) and &&& from related files, device names, and the like.

  [7] As for the notification method, as shown in FIG. 19 (e), from emergency level 1 of the corresponding personnel database, se001 is in-house broadcasting (3rd floor north side), se002 is also in-house broadcasting (3rd floor north side), and so on. Therefore, “0001 Hardware Strong, 10:10 on February 20th, a file I / O error occurred in DB0011 in the server WWW2 system (Hardware A). Please take immediate action. ”And a voice message to the north side of the third floor in the building. By setting as a spare, the same sentence is sent to the mail address se001 @ hard. You may transmit to Com.

[8] Also, when the weather is snowy and an error occurs in the list output related business such as the A business, etc., in the related program range, the urgency level is increased by 1 (that is, the value of the variable “urgent level” is set to 1). (Such as subtraction). For example,
if business = A business and business program = list output related business program and fault software id = or (prg003, prg004, prg006) then Urgency = Urgentity-1.
And so on.

  The operation management notification support system according to the present invention is suitable for a large-scale maintenance business such as an outsourcing company because it can quickly and appropriately dispatch personnel when a large number of maintenance personnel maintain a large number of information systems. System.

Configuration example of the operation management notification support system of the first embodiment of the present invention Operation flow diagram of the operation management notification support system of the first embodiment Configuration example of countermeasure level determining means of the first embodiment of the present invention Operation flow diagram of the countermeasure level determining means 1 of the first embodiment Data structure example of business service master 111 Data structure example of coping level factor rule base 121 Configuration example of coping personnel selection means of the first embodiment of the present invention Operation flow diagram of coping personnel selection means 2 of the first embodiment Defensive range master Skill-M data structure example Structure example of personnel decision logic (handling personnel information) 221 Data structure example of the staff attendance database W-db Data structure example of personnel master AP-M Configuration example of notification media selection means of the first embodiment of the present invention Operation flow diagram of notification media selection means 3 of the first embodiment Data structure example of message master Mes-M Data structure example of notification information OM-inf for operation managers System configuration diagram of the operation management notification support system of the second embodiment Operation flow diagram of the operation management notification support system of the second embodiment Various data structure examples of the operation management notification support system of the second embodiment

Explanation of symbols

1 Countermeasure level determination means
2 Countermeasure selection method
3 Notification media selection method
4 Means for generating notification information for coping personnel
5 Notification means
11 Business Service Judgment Department
111 Business Service Master
12 Response level calculation engine
121 Coping level factor rule base
21 Required personnel type determination section
22 Number of personnel required by personnel type, personnel determination logic, response personnel selection, contact determination, media selection
AP handling personnel
Notification information for AP-inf personnel
C-inf related environment information
OM-inf notification information for operation administrators
AP handling personnel
A-level response level
AP-id Handling personnel ID
Skill-M Defense range master
Pp-inf Personnel attribute information
Cmed-id Notification media ID
AP-M personnel master
W-data Actual work / planned data
W-db staff attendance database
Mes-M message master

Claims (10)

Operation management that obtains the notification information for the operation manager from the information system having the operation management function unit that monitors the information system in operation and generates the notification information for the operation manager, and conveys this to the appropriate coping personnel A notification support system,
A response level determining means for determining a response level that is an index of the importance and urgency of the response based on the notification information for the operation manager and the related environment information;
Coping personnel selection means for selecting coping personnel based on the notification information for the operations manager and the coping level and coping personnel information;
Notification media selection means for selecting a notification medium based on the notification information for the operation manager and the personnel attribute information of the selected coping personnel, for each of one or more coping personnel selected by the coping personnel selection means;
Coping personnel notification information generating means for generating coping personnel notification information for notifying the selected coping personnel using the selected notification media;
Notifying means for notifying the selected coping personnel with the notification medium of the coping personnel notification information;
An operation management notification support system characterized by comprising:   The related environment information includes importance information by schedule for each business service related to the information system, and the handling level determination means determines the handling level using the importance information by schedule for each business service. The operation management notification support system according to Item 1.   The related environment information includes dynamic consideration information relating to the information system including each of social events, economic events, weather, or the influence of two or more events, and the countermeasure level determination means includes the dynamic consideration information. The operation management notification support system according to claim 1, wherein the handling level is determined using a message.   4. The operation management notification support system according to claim 1, wherein the coping staff selection means selects an appropriate coping staff using work information of the coping staff.   5. The operation management notification support system according to claim 1, wherein the notification media selection means selects an appropriate notification media using work information of the coping personnel.   6. The operation management notification support system according to claim 1, wherein the notification medium includes an in-house broadcast to a facility related to the coping personnel.   The notification means cancels the notification when receiving the notification from the input device connected to the operation management notification support system by e-mail, or other notification if there is no notification after a predetermined time. The operation management notification support system according to claim 1, wherein a coping staff is also notified. Operation management that obtains the notification information for the operation manager from the information system having the operation management function unit that monitors the information system in operation and generates the notification information for the operation manager, and conveys this to the appropriate coping personnel A notification support method,
A response level determining step for determining a response level that is an index of the importance and urgency of the response based on the notification information for the operation manager and the related environment information;
A coping personnel selection stage for selecting coping personnel based on the notification information for the operations manager and the coping level and coping personnel information;
A notification media selection step of selecting a notification medium based on the notification information for the handling personnel and the personnel attribute information of the selected handling personnel for each of the one or more handling personnel selected by the handling personnel selection means;
A notification information generation step for coping personnel that generates notification information for coping personnel for notifying the selected coping personnel using the selected notification media;
A notification step of notifying the coping personnel notification information to the selected coping personnel in the notification medium;
An operation management notification support method characterized by comprising: Information processing for acquiring notification information for operation managers from the information system having an operation management function unit for monitoring information systems in operation and generating notification information for operation managers, and transmitting the information to appropriate coping personnel An operation management notification support program for causing a computer to
A response level determining step for determining a response level that is an index of the importance and urgency of the response based on the notification information for the operation manager and the related environment information;
A coping personnel selection stage for selecting coping personnel based on the notification information for the operations manager and the coping level and coping personnel information;
A notification media selection step of selecting a notification medium based on the notification information for the handling personnel and the personnel attribute information of the selected handling personnel for each of the one or more handling personnel selected by the handling personnel selection means;
A notification information generation step for coping personnel that generates notification information for coping personnel for notifying the selected coping personnel using the selected notification media;
A notification step of notifying the coping personnel notification information to the selected coping personnel in the notification medium;
An operation management notification support program characterized by causing a computer to execute. Information processing for acquiring notification information for operation managers from the information system having an operation management function unit for monitoring information systems in operation and generating notification information for operation managers, and transmitting the information to appropriate coping personnel A computer-readable recording medium recording an operation management notification support program for causing a computer to perform
A response level determining step for determining a response level that is an index of the importance and urgency of the response based on the notification information for the operation manager and the related environment information;
A coping personnel selection stage for selecting coping personnel based on the notification information for the operations manager and the coping level and coping personnel information;
A notification media selection step of selecting a notification medium based on the notification information for the handling personnel and the personnel attribute information of the selected handling personnel for each of the one or more handling personnel selected by the handling personnel selection means;
A notification information generation step for coping personnel that generates notification information for coping personnel for notifying the selected coping personnel using the selected notification media;
A notification step of notifying the coping personnel notification information to the selected coping personnel in the notification medium;
A computer-readable recording medium having recorded thereon an operation management notification support program characterized by causing a computer to execute.

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