JP2006259891A - System operation management support device, method and program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To separate fault analysis from fault solution. <P>SOLUTION: A system state monitoring portion 2 outputs the information on symptoms generated in a managing object system to a fault-solving operation control portion 31. The fault-solving operation control portion 31 displays a series of screens, including a screen displaying the information on fault and a screen for encouraging an operator to select the contents of fault solution on an input/output device 1, in response to the operation performed on the input/output device 1. A solution history information recording managing portion 32 records various logs in a fault information storing portion 5, in response to the operation by an operator who executes fault solution. A fault-analyzing operation control portion 41 creates a series of screens, including a screen displaying the information of a list of past faults and a screen displaying the logs relating to each operation executed in solving the fault and makes the same output to the input/output device 1. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a system operation management support apparatus, a system operation management support method, a system operation management support program, and a failure response apparatus applied to a system operation management support apparatus, which support the handling and analysis of a failure that has occurred in a managed system. The present invention relates to a failure analysis apparatus.

  In a system that requires stable operation within a specified time, such as providing some services to end users, any trouble that interferes with services (temporary increase in load, function stop, virus intrusion, etc.) When a failure occurs), the failure handling is often more important than the failure analysis. The failure analysis is a task of identifying the cause of the failure, fundamental solution such as system configuration change, and then determining a similar countermeasure when a failure occurs. On the other hand, coping with a failure is an operation for maintaining a service level that can be provided by first-aid recovery and avoidance measures. In some cases, failure analysis is simply referred to as analysis, and failure handling is simply referred to as handling.

  For example, “OpenView / ServiceDesk (product name)” of Hewlett-Packard Co., Ltd. is known as a conventional operation management support software that performs troubleshooting and analysis on a system to be managed. This product provides an operation screen for executing each process of troubleshooting and failure analysis. Then, during any one of the processes, it is possible to switch to an operation screen of another process, or to switch to a reference screen for information relating to a large amount of systems. “OpenView / ServiceDesk (product name)” is introduced in Non-Patent Document 1. The manual of this product can be downloaded from Non-Patent Document 2, which is a website.

“Service Desk”, [online], Hewlett-Packard Japan, [March 1, 2005 search], Internet <URL: http://h50146.www5.hp.com/products/software/management/openview/ lineup / sd / index.html> "Service Desk Manual", [online], Hewlett-Packard Japan, [March 2, 2005 search], Internet <URL: http://h50146.www5.hp.com/doc/manual/openview/sd .html>

  If the operator can transition to the failure analysis screen while handling a failure, the operator may perform an operation to be performed in the failure analysis on the screen. On the other hand, if it is possible to transition to a failure handling screen during failure analysis, an operation to be performed in troubleshooting may be performed on the screen. In this way, when one of fault handling and fault analysis is performed, if it is possible to transition to the screen used in the other operation, the operator who is working for fault handling or fault analysis There is a risk that the purpose will be diminished and the work may be diverted. Therefore, it is preferable to separate failure analysis and failure handling.

  Further, it is preferable that the result of the failure analysis is reflected in the failure handling work so that the failure handling can be performed efficiently.

  In addition, it is generally difficult for an operator to determine what information is effective in troubleshooting. For example, it is often difficult to refer to valid information immediately because it is necessary to refer to useless information before referring to valid information or to go deeper in the hierarchy of the reference screen. .

  Therefore, an object of the present invention is to enable separation of failure analysis and failure handling. In other words, an object is to perform screen transition between failure handling screens when dealing with a failure, and to perform screen transition between failure analysis screens when analyzing a failure. However, it is not prohibited to display a screen that provides the same information at the time of troubleshooting and at the time of failure analysis (there are common screens between failure troubleshooting screens and failure analysis screens). Also good).

  It is another object of the present invention to efficiently handle a failure.

  The system operation management support apparatus according to the present invention includes failure information storage means for storing classification information of symptoms of a failure that has occurred in a managed system and a log of coping operations performed on the failure, and at least information on the failure that has occurred. A failure handling support means for displaying a series of screens including a screen to be displayed and a screen for prompting the operator to select the content of failure handling, and collecting information on operations by the operator, and the failure handling support means collected Based on information on operations performed by the operator, handling history information record management means for storing in the fault information storage means a log relating to individual operations performed at the time of handling the fault by the operator, and stored in the fault information storage means Based on the information, at least a screen that displays a list of each failure that occurred in the past, and a log about each operation that was performed during the troubleshooting Characterized by comprising a failure analysis support means for displaying a series of screens including the screen.

  According to such a configuration, the failure handling support means displays a series of screens including at least a screen that displays information on the failure that has occurred and a screen that prompts the operator to select the content of the failure handling. The analysis support means displays a series of screens including at least a screen that displays a list of each failure that has occurred in the past and a screen that displays a log regarding each operation performed at the time of handling the failure. Therefore, for a worker who performs trouble-shooting work, the trouble-handling work is performed along a series of screens including a screen that displays information on the trouble that has occurred and a screen that prompts the operator to select the content of the trouble-handling. For a worker who performs failure analysis work, a screen that displays a list of each failure that has occurred in the past, and a screen that displays a log of each operation that was performed during troubleshooting Failure analysis work can be performed along a series of screens including Therefore, it is possible to make the worker clearly aware whether the coping work is being performed or the analysis work is being performed. Therefore, the failure analysis work and the failure handling work can be separated. Then, the handling history information record management means stores, in the fault information storage means, a log relating to each operation performed at the time of handling the fault by the operator based on the operation information collected by the fault handling support means. Based on the information stored in the failure information storage unit, the failure analysis support unit displays a series of screens including a screen for displaying a log regarding each operation performed at the time of handling the failure. Therefore, the operation of the operator who has performed the coping work can be presented to the analyst and analyzed.

  The system includes a system state monitoring unit that monitors a symptom of a failure that has occurred in the managed system and a status of troubleshooting for the failure, and outputs the monitored symptom and the status of troubleshooting to the troubleshooting support unit. The system may be configured to display a failure symptom output by the system state monitoring unit and a failure handling status in a screen that displays information on the failure that has occurred.

  According to such a configuration, the failure handling support unit displays the failure symptom and the status of the failure handling output by the system state monitoring unit in the screen displaying the information of the failure that has occurred. The operator can be informed of the situation and the status of trouble handling.

  The response history information record management unit may be configured to delete the log corresponding to the interrupted operation from the failure information storage unit when information indicating operation interruption is collected by the failure response support unit.

  According to such a configuration, it is possible to eliminate a log that does not need to be presented to an operator who performs analysis because it has been interrupted in the middle, so that the analysis work can be performed efficiently.

  The failure analysis support means updates the classification information stored by the failure information storage means so that the symptoms classified as unknown failures are classified as known failures according to the operation by the operator, and handles the failure. The support unit may be configured to display a failure in which a symptom that has occurred in the managed system is classified in a screen that displays information on the failure that has occurred by referring to the classification information.

  According to such a configuration, the failure handling support means can display a known failure as a failure classified as a symptom occurring in the managed system, so that the operator can efficiently perform the failure handling work. Can be made.

  The operation screen rule storage means for storing the operation screen rule that defines the display mode of the screen displayed by the trouble handling support means, the screen is designated by the trouble handling support means, and the operation screen rule corresponding to the screen is designated. A failure handling operation screen generation unit that generates a displayed screen, and the failure analysis support unit may update the operation screen rule stored in the operation screen rule storage unit in response to an operation by the operator. .

  According to such a configuration, since the operation screen rule can be updated, the display mode of the screen displayed by the failure handling support means can be changed so that the failure handling work can be performed more efficiently. Therefore, it is possible to improve the efficiency of the trouble handling work.

  If the failure analysis support means is an operation screen rule editing screen, an operation screen rule for restricting the operation screen rule editing operation for newly displaying a button for instructing screen transition is displayed. It may be configured to prompt the editing operation.

  According to such a configuration, there is a restriction on newly displaying a button for instructing screen transition. As a result, there is no change to the operation of displaying a series of screens including a screen that displays information on the failure that has occurred and a screen that prompts the operator to select the content of the failure handling. It is possible to reliably maintain an operation mode that separates the troubleshooting operation.

  The operation screen rule storage unit stores an operation screen rule that defines a display mode of the screen displayed by the failure analysis support unit, together with an operation screen rule that defines a display mode of the screen displayed by the failure handling support unit. A failure analysis operation screen generation unit that generates a specified screen by referring to an operation screen rule corresponding to the screen, and the failure analysis support unit operates according to the operation by the operator. The configuration may be such that the operation screen rule stored by the screen rule storage means is updated.

  According to such a configuration, since the operation screen rule can be updated, the display mode of the screen displayed by the failure analysis support means can be changed so that the failure analysis work can be performed more efficiently. Therefore, the failure analysis work can be made efficient.

  Further, in the system operation management support method according to the present invention, the failure information storage means stores classification information on the symptoms of the failure that has occurred in the managed system and a log of the work to be performed on the failure, and the failure response support means A series of screens including at least a screen that displays information on the failure that has occurred and a screen that prompts the operator to select the content of the failure handling are displayed, and information on the operation by the operator is collected, and history information is recorded Based on the operation information collected by the failure handling support means by the operator, the management means stores in the failure information storage means a log related to each operation performed at the time of handling the failure by the operator, and the failure analysis support means However, based on the information stored in the failure information storage means, at least a screen for displaying a list of each failure that has occurred in the past, and an individual screen that was used when dealing with the failure And displaying a series of screens including a screen for displaying logs of operations.

  The fault handling apparatus according to the present invention is a fault handling apparatus capable of accessing fault information storage means for storing classification information of fault symptoms occurring in a managed system and a log of handling work performed on the fault. In addition, a series of screens including at least a screen for displaying information on the fault that has occurred and a screen for prompting the operator to select the content of the fault handling are output to the display device, and an operation by the operator on the display device is performed. The failure handling operation control means for collecting information on the operation, and a log relating to each operation performed at the time of handling the fault by the operator based on the operation information by the operator collected by the fault handling operation control means. And a handling history information record management means stored in the means.

  Further, the failure analysis apparatus according to the present invention is a failure analysis apparatus capable of accessing the failure information storage means for storing the classification information of the symptom of the failure that has occurred in the managed system and the log of the coping work performed on the failure. Based on the information stored in the failure information storage means, at least a screen that displays a list of each failure that has occurred in the past, and a screen that displays a log regarding each operation performed at the time of handling the failure A failure analysis operation control means for outputting a series of screens including the display to a display device is provided.

  Also, the system operation management support program according to the present invention is installed in a computer that can access the failure information storage means for storing the classification information of the symptom of the failure that has occurred in the managed system and the log of the work to be performed for the failure. A system operation management support program that is displayed on the display device, and includes a series of screens including at least a screen for displaying information on the fault that has occurred and a screen for prompting the operator to select the content of the fault handling. The failure handling operation control process for collecting the operation information by the operator on the display device and the operation information by the operator collected in the failure handling operation control process, and the handling of the trouble by the operator The management history information record management process for storing the log relating to each operation performed at times in the failure information storage means is executed. Characterized in that to.

  Also, the system operation management support program according to the present invention is installed in a computer that can access the failure information storage means for storing the classification information of the symptom of the failure that has occurred in the managed system and the log of the work to be performed for the failure. A system operation management support program that is displayed on the computer on the basis of information stored in the failure information storage means, and displays at least a list information of each failure that has occurred in the past. A failure analysis operation control process for outputting a series of screens including a screen for displaying a log regarding each individual operation to a display device is executed.

  According to the present invention, it is possible to make the operator clearly conscious of whether a coping operation or an analysis operation is performed, and to separate the failure analysis operation and the failure coping operation. In addition, trouble handling work can be made more efficient.

  The best mode for carrying out the present invention will be described below with reference to the drawings.

Embodiment 1 FIG.
FIG. 1 is a block diagram showing a first embodiment of the present invention. The system operation management support apparatus according to the first embodiment includes an input / output device 1, a system state monitoring unit 2, a failure handling process control unit 3, a failure analysis process control unit 4, and a failure information storage unit 5. Prepare. The failure handling process control unit 3 further includes a failure handling operation control unit 31 and a handling history information record management unit 32. Further, the failure analysis process control unit 4 includes a failure analysis operation control unit 41.

  In the present embodiment, the failure handling operation control unit 31, the handling history information record management unit 32, and the failure analysis operation control unit 41 play an important role. The response history record management unit 32 records various logs generated by the failure handling operation control unit 31 on the screen for troubleshooting (a series of screens used for troubleshooting). Then, an operator who is different from the operator who has dealt with performs analysis while referring to the log. At this time, the failure analysis operation control unit 41 presents a series of screens used for failure analysis.

  The input / output device 1 is realized by, for example, a personal computer (PC) including an input device such as a keyboard and a mouse and a display device. The input / output device 1 displays a screen generated by the failure handling operation control unit 31 when the operator executes a failure handling job, and also performs an operation by the operator and information input by the operation as a failure handling operation. Output to the control unit 31. Further, the input / output device 1 displays a screen generated by the failure analysis operation control unit 41 when the operator performs the failure analysis operation, and performs the failure analysis operation on the operation by the operator and information input by the operation. Output to the control unit 41. Since the input / output device 1 displays the screen as a window, the screen may be referred to as a window. In general, the operator who deals with the failure and the operator who performs the failure analysis are different people. For example, an operator who performs failure analysis is often an administrator who has authority to operate the system.

  Here, a case where the system state monitoring unit 2, the failure handling process control unit 3, and the failure analysis process control unit 4 are information processing devices different from the PC that is the input / output device 1 will be described as an example. To do. However, the PC serving as the input / output device 1, the system state monitoring unit 2, and the failure handling process control unit 3 may be configured as the same information processing device. Further, the system state monitoring unit 2 and the failure handling process control unit 3 may be configured as the same information processing apparatus, and the PC serving as the input / output device 1 may be configured as a separate device from the information processing apparatus. .

  The system status monitoring unit 2 constantly monitors the status of the system to be managed (events issued by a specific module, ping response, CPU load, etc.), and if a specified symptom matches or exceeds a threshold, Is output to the failure handling operation control unit 31 together with the location where the failure is detected. Furthermore, the system state monitoring unit 2 also monitors the status of handling a fault once detected (who is handling it, success / failure of the handling, etc.) and outputs it to the fault handling operation control unit 31.

  The failure information storage unit 5 holds information related to failure classification definitions and failures that occurred in the past. Specifically, the failure information storage unit 5 includes failure classification information indicating a failure classification, a failure history indicating a failure occurrence history, and a failure indicating how the operator who has dealt with the failure has dealt with. Record a response log and an operation log indicating the details of each operation performed by the operator who has handled the failure. Hereinafter, each piece of information stored in the failure information storage unit 5 will be described.

  FIG. 2 is an explanatory diagram illustrating an example of failure classification information. In the failure classification information, a failure classification and a comment are set for each symptom of the system detected by the system state monitoring unit 2 and determined as a failure. The failure classification information also includes a failure ID corresponding to each symptom. For example, in the failure F0002 shown in FIG. 2, when EventA2 and EventA3 are detected at the same time, this failure is regarded as “no ping response”. Further, in the failure F0005, when EventD1 or EventD2 is detected, this failure is regarded as an “OS error”. In the example shown in FIG. 2, “*” in “symptom” represents a logical product, and “+” represents a logical sum. If the newly generated symptom is not classified into the existing fault classification, the fault handling operation control unit 31 classifies it as “unknown fault” as shown by fault F1000 shown in FIG.

  FIG. 3 is an explanatory diagram illustrating an example of a failure history. The fault history is information on faults that have occurred in the past. For each fault that has occurred, the fault ID, the fault ID, the fault location, the occurrence location, the occurrence date and time, the resolution date and time, and the flow of fault handling are described. ID).

  FIG. 4 is an explanatory diagram illustrating an example of a failure handling log. The fault handling log includes, for each fault handling (for each handling log ID), the name of the operator who handled the fault, the ID of the operation log recording each operation by the operator (operation log ID), and the operation date and time. , Action content, command executed for handling, execution result of the command, and comments entered by the operator during handling. Note that “Actions” include “Apply (command execution)”, “Approval request (command execution approval request)”, “Approval reject (command execution approval request reject)”, and “Solution confirmation”. . The operator who handles one failure and the contents of the countermeasure are not limited to one person or one. Information such as the operator and operation log ID corresponding to the response log ID is added as the work progresses step by step, such as when someone takes action and another person confirms the solution. It will be. For example, in the failure handling L0001 shown in FIG. 4, when the operator opeA first inputs a handling command and a comment and applies (executes the handling command), the handling work is temporarily closed (stopped). Yes. Then, another operator opeB took over the work, confirmed whether the problem was really solved, entered a comment, executed a solution confirmation, and completed the work to deal with the problem. Is shown. Also, in the trouble handling L1000, the operator opeB entered the command and comment and then the approval request (approval request for executing the entered command) was executed, and the trouble is in an unresolved state , Indicating that the coping operation has not been completed.

  FIG. 5 is an explanatory diagram illustrating an example of an operation log. The operation log is associated with an operation log ID for identifying a series of operations performed by each operator, the operation date and time performed by the operator when dealing with the failure, the identification information (window ID) of the window in which the operation was performed, and the operation Types of individual operations belonging to the group (information reference, window closing operation, command input, etc.), objects to be operated (buttons operated by mouse clicks, text areas into which text information is input, etc.), and operation details including. For example, the operation log O0001-01 shown in FIG. 5 shows each operation group corresponding to the failure handling log L0001 (see FIG. 4), and the operator opeA starts troubleshooting and inputs a command and a comment. This is a record of the operation flow until the command is applied. According to this operation log O0001-01, command input (execution of input command) was executed by calling win0002 from window win0001 but immediately closing, or entering command while window win0005 was called via window win0003. You can see what you have done.

  The failure handling operation control unit 31 receives inputs from the system state monitoring unit 2 and the input / output device 1, generates an operation screen for coping with a failure occurring in the system, and inputs and outputs the operation screen. The operation screen is output to the device 1 and the operation screen is displayed on the input / output device 1. In addition, the failure handling operation control unit 31 outputs the content of the operation of the operator who performs the failure handling work by operating the input / output device 1 to the handling history information record management unit 32.

  More specifically, the processing of the failure handling operation control unit 31 will be described. When a failure occurs on the system to be managed, the system information monitoring unit 2 detects the failure and information about the failure (symptoms, location, etc. of the managed system, even if information such as the date and time of occurrence is included) Is output to the failure handling process control unit 3 (failure handling operation control unit 31). Then, based on the input from the system state monitoring unit 2, the failure handling operation control unit 31 checks whether there is a failure classification corresponding to the detected system symptom with reference to the failure classification information. The failure classification information is stored by the failure information storage unit 5. If there is a failure classification corresponding to the symptom, the failure handling operation control unit 31 extracts information on the failure classification. If there is no failure classification corresponding to the symptom, the failure handling operation control unit 31 sets the failure classification of the occurred failure to “unknown failure”. To do. Then, the failure handling operation control unit 31 causes the input / output device 1 to display the extracted failure classification or failure classification as “unknown failure” as failure information together with the failure occurrence date and time, the failure occurrence location, and the like. . The failure handling operation control unit 31 displays a series of screens including at least a screen for displaying information on the failure and a screen for prompting the operator to select the content of the failure handling according to the operation performed in the input / output device 1. Display on the input / output device 1. Here, the screen that prompts the operator to select the content of the troubleshooting is to select one of “Apply”, “Approval request”, “Approval reject”, or “Disability resolution” as the response when troubleshooting It is a screen to input to. The failure handling operation control unit 31 outputs this series of screens as screens used in handling the failure, makes the operator recognize the presence of the failure in the managed system, and prompts the failure handling work. Further, the failure handling operation control unit 31 generates a wizard-format window for inputting necessary items according to a predetermined troubleshooting procedure as a screen. Then, as a screen for displaying information related to the failure, an information reference window for displaying information recorded in the failure information storage unit 5 and other information related to the management target system is generated. To display. The failure handling operation control unit 31 displays an information reference window in addition to the series of screens described above according to the operation performed in the input / output device 1, and displays information used for analysis handling as an operator. To provide.

  The response history information record management unit 32 receives input from the failure response operation control unit 31 and records failure classification information, failure history, failure response log, and operation log in the failure information storage unit 5. More specifically, the handling history information record management unit 32 acquires the progress information of the fault handling work from the fault handling operation control unit 31, and sets the operator name, date and time, input items, separately referenced related information, etc. Recorded in the failure information storage unit 5 as a handling log and an operation log. That is, the handling history information record management unit 32 outputs the operator name, operation date and time, handling details, handling command, handling command execution result, operator output from the troubleshooting handling control unit 31 according to the operation in the input / output device 1. Is input to the failure information storage unit 5 as a failure handling log. In addition, the handling history information record management unit 32 uses the date and time, the operation window ID, the operation type, the operation target, and the content of the operation output by the failure handling operation control unit 31 according to the operation in the input / output device 1 as the operation log. Record in the storage unit 5.

  Further, when the operator closes the failure handling window and interrupts the failure handling work, the failure handling operation control unit 31 receives information to that effect from the input / output device 1 and sends it to the handling history information record management unit 32. Output. When the response history information record management unit 32 receives this information from the failure handling operation control unit 31, the handling history information record management unit 32 deletes information about the suspended work from the failure handling log and the operation log. For example, it is assumed that the trouble handling operation is interrupted after win0003 is closed while the handling history information record management unit 32 is recording the operation log O0001-01 illustrated in FIG. Then, the handling history information record management unit 32 deletes the information recorded in association with the operation log ID “O0001-01” from the operation log. Also, the information recorded in association with the operation log ID “O0001-01” is deleted from the failure handling log illustrated in FIG.

  Also, when “failure resolution” is input as the target content (that is, when the operator determines that the fault has been resolved and completes the fault handling work), the handling history information record management 32 displays the location of the fault and the resolution The trouble log ID indicating the date and time and the action until the solution is recorded in the trouble information storage unit 5 as a trouble history. In the failure history, the handling log ID is recorded, and in the failure handling log, the handling log ID and the operation log ID are associated with each other. Accordingly, it is possible to trace from the failure history to information on a series of operations performed to solve each failure (see FIG. 5).

  The failure analysis operation control unit 41 generates an operation screen for analyzing a failure that has occurred in the management target system in the past in accordance with an operation performed on the input / output device 1 by an operator who performs the failure analysis. The screen is output to the input / output device 1 and the operation screen is displayed on the input / output device 1. The failure analysis operation control unit 41 generates a screen on which information recorded in the failure information storage unit 5 and other information related to the management target system can be referred to as an operation screen for performing failure analysis. Output to 1. The failure analysis operation control unit 41 includes, as screens used in failure analysis, at least a screen that displays a list of each failure that has occurred in the past, and a screen that displays a log relating to each operation performed at the time of handling the failure. A series of screens are generated and displayed on the input / output device 1. The failure analysis operation control unit 41 may display this series of screens based on the information stored in the failure information storage unit 5. The failure analysis operation control unit 41 also displays a screen (that is, an information reference window) that displays information related to each failure (information recorded in the failure information storage unit 5 and other information related to the management target system). ) Is also displayed on the input / output device. The information reference window may be the same window as the information reference window displayed at the time of analysis.

  The failure analysis operation control unit 41 has at least a screen for displaying a list of each failure that has occurred in the past at a timing different from that for the failure handling (that is, when failure handling work is not being performed) A series of screens including a screen for displaying a log regarding each performed operation is generated and output to the input / output device 1. When a button for displaying an information reference window is pressed (clicked) among the buttons included in the series of screens, the failure analysis operation control unit 41 newly displays an information reference window.

  In addition, the failure analysis operation control unit 41 changes the failure classification designation stored in the failure information storage unit 5 to a more appropriate one according to the instruction of the administrator in the input / output device 1 or “unknown” in the failure classification information. If the "unknown failure" is included, the "unknown failure" is changed to a known failure classification. When the “unknown failure” is changed to a known failure classification, the failure analysis operation control unit 41 follows the instructions of the administrator in the input / output device 1 and comments corresponding to the “unknown failure” in the failure classification information (FIG. 2). See.). For example, the failure analysis operation control unit 41 uses the data “unknown failure” and “failure classification unknown” illustrated in FIG. 2 as specific data such as “CPU error” and “the CPU has an abnormality”. Change to the correct data.

  The failure analysis operation control unit 41 displays a series of screens including a screen that displays a list of information on each failure that has occurred in the past and a screen that displays a log regarding each operation performed at the time of handling the failure. Encourage people to analyze problems. In the present embodiment, as “failure analysis”, in order to prevent the recurrence of a failure such as identification of the cause of the failure, fundamental solution such as a change in the system configuration, etc., and determination of a countermeasure for the next occurrence of the failure. In addition to the above-mentioned work, the work of changing the classification of the symptom that has been regarded as “unknown trouble” as a known trouble is included.

  The failure analysis operation control unit 41, for example, authenticates the worker, confirms that the worker is an administrator having authority to perform failure analysis, and then displays a failure analysis screen to display the failure analysis. May be possible.

  A series of screens to be displayed on the input / output device 1 by the failure handling operation control unit 31 (referred to as a screen group at the time of handling), and a series of screens to be displayed on the input / output device 1 by the failure analysis operation control unit 41 (a group of screens at the time of analysis) The following points are different. The failure handling operation control unit 31 first generates a screen that displays information on the failure that has occurred, as the first screen in the handling screen group. On the other hand, the failure analysis operation control unit 41 first generates a screen that displays the list information of each failure that occurred in the past as the first screen in the analysis time screen group. As described above, the screen displayed first differs between the countermeasure screen group and the analysis screen group. In addition, a screen for selectively entering one of “Apply”, “Approval request”, “Approval reject”, or “Solution” is included in the response screen group, but the analysis screen group includes Is not included. A screen for displaying a log regarding each operation performed at the time of handling a failure is included in the analysis time screen group, but is not included in the response time screen group. Note that information related to a failure (for example, information about a device in which a failure has occurred) may be displayed both when dealing with a failure and when analyzing a failure. In this way, common information may be displayed when dealing with a failure and analyzing a failure.

  The system state monitoring unit 2 is realized by a CPU that operates according to a program, for example. The program may be stored in a storage device (not shown) included in the system state monitoring unit 2. The failure handling operation control unit 31 and the handling history information storage management unit 32 are realized by, for example, a CPU that operates according to a system operation management support program. The system operation management support program may be stored in a storage device (not shown) provided in the failure countermeasure process control unit 3, for example. The failure analysis operation control unit 41 is realized by a CPU that operates according to a system operation management support program, for example. The system operation management support program may be stored in a storage device (not shown) provided in the failure analysis process control unit 4, for example. The failure information storage unit 5 is realized by a storage device, for example.

  Next, the operation will be described.

  FIG. 6 is a flowchart illustrating an example of a process in which the failure handling operation control unit 31 displays a series of screens (a group of handling screens) on the input / output device 1 and prompts the operator to deal with the failure. When the system status monitoring unit 2 detects the occurrence of a failure, the failure handling operation control unit 31 causes the input / output device 1 to display a screen for displaying information on the failure that has occurred in the managed system so that the failure handling operation can be performed. The operator is notified of the occurrence of the failure (step S1602). In step S1602, for example, when information on the failure that has occurred is displayed as a list and an operation for designating a failure from the displayed failures is performed in the input / output device 1, the failure handling operation control unit 31 The input / output device 1 is caused to display a screen for displaying information on the specified failure. From the display screen in step S1602, the operator recognizes the occurrence of the failure. As detailed information regarding the failure that has occurred, if the operator performs an operation to call an information reference window that displays the system configuration of the location of the failure, the contents of the service, past failure cases, etc., the failure handling The operation control unit 31 displays an information reference window on the input / output device 1 (step S1603). The failure handling operation control unit 31 displays the information reference window as a window different from the failure notification screen (screen for displaying information on the failure that has occurred) displayed in step S1602. The failure handling operation control unit 31 may close the information reference window and return to the state in which the failure notification screen is displayed (step S1602) according to the operation in the input / output device 1. Moreover, you may transfer to step S1603 again from the state.

  When the operator determines that it is necessary to deal with the failure that has occurred and an operation for calling up a failure handling screen for starting the handling is performed in the input / output device 1, the failure handling operation control unit 31 performs the operation. In response, a failure handling screen is displayed on the input / output device 1 (step S1604). When the operator performs an operation for calling an information reference window for displaying detailed information regarding the failure that has occurred in the input / output device 1, the failure handling operation control unit 31 causes the input / output device 1 to display the information reference window. (Step S1605). The failure handling operation control unit 31 displays an information reference window to provide the operator with a material for determining appropriate target method examination. The failure handling operation control unit 31 may close the information reference window and return to the state where the failure handling screen is displayed (step S1604) according to the operation in the input / output device 1. Moreover, you may transfer to step S1605 again from the state.

  The failure handling screen displayed in step S1604 is a screen for selectively inputting any one of “Apply”, “Approval request”, “Approval reject”, and “Failure resolution”. That is, in step S1604, the failure handling operation control unit 31 prompts the user to select any one of “apply”, “approval request”, “approval rejection”, and “failure resolution”. The failure handling operation control unit 31 receives information of the selected handling content from the input / output device 1 in accordance with the operation of the operator in the input / output device 1 (step S1606). That is, the failure handling operation control unit 31 includes “apply (input and execute a handling command)”, “approval request (request another person to approve command execution)”, “approval rejection” The input / output device 1 is notified of which one of “Reject requested approval” and “Solution confirmation (consider that the fault that has occurred has been resolved)” has been selected.

  When the operator who has requested approval approves the approval without performing the “approval rejection”, “apply (execution of countermeasure command)” may be selected.

  The failure handling operation control unit 31 causes the input / output device 1 to display a confirmation screen as to whether or not to execute the handling content selected in step S1606 (steps S1607, S1608, S1609, S1610). In other words, when “Apply” is selected in step S1606, a confirmation screen as to whether or not to actually execute the input countermeasure command is displayed (step S1607). If “approval request” is selected, a confirmation screen as to whether or not a command execution approval request to another person is actually executed is displayed (step S1608). If “approval rejection” is selected, a confirmation screen as to whether or not to actually execute the requested approval rejection is displayed (step S1609). If “Solution confirmation” is selected, a confirmation screen is displayed as to whether or not it is considered that the fault that has actually occurred has been resolved (step S1610).

  The failure handling operation control unit 31 determines whether or not an instruction to execute the handling content is input on the confirmation screen displayed on the input / output device 1 (step S1611). When an instruction not to execute the countermeasure content is input (No in step S1611), the process proceeds to step S6104, and the processes in and after step S1604 are repeated. As a result, the operator can reconsider the countermeasure content. When an instruction to execute the countermeasure content is input (Yes in step S1611), the failure handling operation control unit 31 actually executes the countermeasure content and presents the result (step S1612). In addition, when the countermeasure content is “approval request”, “approval rejection”, “failure resolution”, for example, on the fault notification screen, the “approval request”, “approval rejection” or “ Displaying the countermeasure content “Failure resolution” corresponds to execution of the countermeasure content. At this point, the trouble handling operation is temporarily closed. The failure handling operation control unit 31 determines whether or not the failure has been resolved (whether or not the failure has been resolved) (step S1613), and if the failure has been resolved ("solution confirmation"). Is selected and the failure has been resolved), the work on the failure has been completed. If the failure has not been solved (if the failure has not been resolved), the process proceeds to step S1602, and the processing from step S1602 is repeated. At this time, in the list of faults that have occurred, the status of handling the fault that has occurred is presented, and a state of waiting for takeover work by another operator (or the same person as the previous operator) Become. For example, when “approval request” is selected and the process proceeds to step S1602 again, information such as “waiting for approval” may be displayed in the failure information list screen as the status of handling the failure. The failure handling operation control unit 31 displays information such as “being handled” in association with the failure in the list of occurrences of the failure until the handling content for the failure is determined.

  FIG. 7 is a flowchart illustrating an example of the information record management process performed by the handling history information record management unit 32 when a fault handling work is being performed. When the system information monitoring unit 2 detects the occurrence of a failure and outputs failure information to the failure handling operation control unit 31, the failure handling operation control unit 31 detects the detected system based on the input from the system state monitoring unit 2. Whether or not there is a failure classification corresponding to the symptom is checked with reference to the failure classification information. The handling history information record management unit 32 identifies the fault ID according to the processing result by the fault handling operation control unit 31, and adds the location where the fault has occurred, the date and time of occurrence, etc. to the fault history. At this time, a history ID is assigned, and the above information is added to the failure history in association with the history ID (step S1701). In step S1701, information such as one history ID and a failure ID corresponding to the history ID, an occurrence location, an occurrence date and time is added, and the failure history illustrated in FIG. 3 is updated. In addition, when it is determined by the failure handling operation control unit 31 that the symptom of the system is “unknown failure”, and the failure handling operation control unit 31 outputs information on the fact and the symptom to the handling history information record management unit 32, The handling history information record management unit 32 newly assigns a failure ID, associates it with the failure ID, and provides information on the symptom, failure classification “unknown failure”, “failure classification is unknown”, and the like. Are associated with each other and added to the failure classification information. That is, data for one row as illustrated in the last row in FIG. 2 is created and added to the failure classification information. Further, in this case, the handling history information record management unit 32 adds a new failure ID newly assigned with the occurrence of “unknown failure” to the failure history.

  At this time, the failure handling operation control unit 31 starts the process of step S1602 shown in FIG. 6, and the operator recognizes the occurrence of the failure. As a result, failure handling work is started (step S1702). The failure handling operation control unit 31 outputs information on operations performed in the input / output device 1 to the handling history information record management unit 32, and the handling history information record management unit 32 receives the information.

  The handling history information record management unit 32 determines whether there is a fault handling log corresponding to the fault that has occurred (step S1703). When the handling of the occurred failure is started for the first time, there is no failure handling log corresponding to the failure, so the handling history information record management unit 32 creates a new troubleshooting log (step S1704). Here, the handling history information record management unit 32 assigns a handling log ID. In addition, the countermeasure log ID is recorded in the failure history in association with the failure ID added in step S1701.

  The handling history information record management unit 32 adds data for recording the work content of the worker currently performing the handling work to the trouble handling log corresponding to the trouble to be dealt with. Specifically, the handling history information record management unit 32 records the operator name, the operation date and time, etc. in association with the assigned handling log ID. Regarding the operator name, for example, the failure handling operation control unit 31 may prompt the operator name to be input on the display screen, and notify the handling history information record management unit 32 of the input operator name (also, The operator name may be notified by other methods). Further, the handling history information record management unit 32 newly assigns an operation log ID and records it in the fault handling log in association with the handling log ID. Also, the handling history information record management unit 32 creates a new operation log corresponding to the newly assigned operation log ID (step S1705). In step S1705, “contents to be handled”, “handling command”, “result”, and “comment” in the trouble handling log (see FIG. 4) are not determined and are not recorded.

  The operator refers to various related information in a form of calling up a window or inputs a countermeasure command as a trouble handling operation. The input / output device 1 outputs information related to these individual operations (operation date and time, operation window ID, operation type, operation target, etc.) to the failure handling operation control unit 31, and the failure handling operation control unit 31 outputs the information. The information is output to the handling history information record management unit 32. The handling history information record management unit 32 receives information about operations every time an operation is performed by the operator, and records the operation date / time, operation window ID, operation type, operation target, etc. in the operation log in association with the operation log ID. (Step S1706). 5 may be determined by the input / output device 1 or the failure handling operation control unit 31 and output to the handling history information record management unit 32. Alternatively, the handling history information record management unit 32 may make a determination based on the operation window ID, the operation type, and the operation target, and record them in the operation log. The handling history information record management unit 32 additionally records information of each operation according to the order of operations performed. Therefore, the information of each operation is arranged in the order of the time indicated by the date and time.

  When the operator performs a coping operation interruption operation such as closing a main window for coping with trouble (for example, the trouble coping screen displayed in step S1604; see FIG. 10 described later), the input / output device 1 The operation information is output to the failure handling operation control unit 31, and the failure handling operation control unit 31 outputs the information to the handling history information record management unit 32. The handling history information record management unit 32 determines whether a handling work interruption operation has been performed (step S1707). This determination may be made based on whether or not the failure handling operation control unit 31 has output information related to the handling work interruption operation. When it is determined that the handling work interruption operation has been performed (Yes in step S1707), the handling history information record management unit 32 displays the latest one-line information in the fault handling log (the “operator” and “operation log recorded most recently”). ID ”and“ operation date and time ”). Further, the handling history information record management unit 32 deletes the operation log corresponding to the interrupted work (step S1708). For example, it is assumed that operation information corresponding to the operation log ID “O0001-01” illustrated in FIG. 5 is sequentially recorded, and it is determined that the coping operation interruption operation has been performed after the fifth line is recorded. In this case, the handling history information record management unit 32 deletes the information (information for five lines) and the operation log ID for the operation log ID “O0001-01” recorded so far. After step S1708, the operations after step S1702 are repeated.

  Even after the coping operation interruption operation is performed, the fault coping operation control unit 31 continues to display the list screen of the fault information generated in the managed system on the input / output device 1, and after step S1702 It is in a state that can be operated. Alternatively, the failure handling operation control unit 31 may close the list screen of the failure information that has occurred in response to the handling operation interruption operation. In this case, when a request for redisplaying the list screen is input so that the operation after step S1702 is possible, the list screen may be displayed on the input / output device 1 again. An operator who has been working so far (may be another operator) can start failure handling work starting from the list screen of failure information displayed after the handling operation is interrupted.

  The operator selects and decides the action to be taken from "Apply (Action command execution)", "Approval request", "Approval rejected", or "Failure resolution" after referring to the related information and entering the action command. Then, the coping operation is temporarily closed. In this process, the failure handling operation control unit 31 performs the operations of steps S1604 to S1612 in FIG. When the failure handling operation control unit 31 is instructed to execute “apply (response command execution)”, “approval request”, “approval rejection”, or “failure resolution”, and executes those countermeasures (step S1612) The fact is output to the handling history information record management unit 32. When the content of the action is determined and the content of the action is executed, the work by a certain operator is completed, and the work is started again by the same operator (or another operator), or the action is taken as it is Work will be completed. The handling history information record management unit 32 determines whether or not the operation by the operator is completed when the operations of the operator are sequentially recorded in the operation log (step S1709). When the response history information record management unit 32 receives information indicating that “application (response command execution)”, “approval request”, “approval rejection”, or “failure resolution” has been executed from the failure handling operation control unit 31 Then, it is determined that the operation by the operator has been completed (Yes in step S1709). If information on another operation is received, the process proceeds to step S1706, and additional recording is performed in the operation log according to the operation.

  When “Apply”, “Approval request”, “Approval reject”, or “Failure resolution” is executed and the operation by the operator is completed (Yes in step S1709), the response history information record management unit 32 displays the operation response log. Record the response, response command, and comment. When the countermeasure content is “Apply (Corrective Command Execution)”, the failure handling operation control unit 31 receives the success / failure of command application monitored by the system status monitoring unit 2 and records it as “Result” in the operation countermeasure log. To do. Furthermore, when the countermeasure content is “Solution confirmation”, the countermeasure history information record management unit 32 records the solution date and time in the failure history (S1710). Further, when the countermeasure content is “Solution confirmation”, the countermeasure history information record management unit 32 records “End” as “Result” in the operation countermeasure log (see FIG. 4).

  If the content of the executed fault handling is other than “Solution confirmation”, the fault has not yet been solved. Therefore, it is necessary to take over the work again by the same operator or another operator. Then, the handling work is taken over, and the processing from step S1702 is performed again. In this case, a failure handling log has already been created at the time of operation by the previous operator. Accordingly, the handling history information record management unit 32 determines in step S1703 that a fault handling log exists. Therefore, the process proceeds to step S1705, and the handling history information recording management unit 32 records the operator name, the operation date and time, and the like in association with the handling log ID. Further, the handling history information record management unit 32 newly assigns an operation log ID and records it in the fault handling log in association with the handling log ID. Also, the handling history information record management unit 32 creates a new operation log corresponding to the newly assigned operation log ID. And the process after step S1706 is performed.

  Next, an example of a screen for trouble-handling work generated by the trouble-handling operation control unit 31 will be shown, and a trouble-handling work example will be described in detail. FIG. 8 shows an example of a screen for displaying a list of currently occurring failures. In step 1602, the failure handling operation control unit 31 causes the input / output device 1 to display the failure list screen illustrated in FIG. An operator (referred to as opeB) engaged in the trouble handling operation refers to the list 181 on the list screen illustrated in FIG. 8, and an “unknown error” has occurred on serverA, and has not yet been dealt with. I can recognize that. When the operator operates the focus 182 of the list 182 (for example, a mouse click), the failure handling operation control unit 31 displays a screen (window 191 illustrated in FIG. 9) for displaying information on the specified failure. ) Is displayed on the input / output device 1. A list 181 shown in FIG. 8 and a window 191 shown in FIG. 9 are screens for displaying information on the failure that has occurred (failure notification screen for notifying the operator of information on the failure that has occurred). It is displayed in S1602.

  FIG. 9 is an explanatory diagram of a display example of the information reference window. The failure notification window 191 which is an aspect of the failure notification screen is displayed in step S1602 as described above. The failure notification window 191 can display the classification of the selected failure, the occurrence location, the occurrence date and time, and the coping status in detail in the list 192. However, since the failure notification window 191 is not yet handled at the time of displaying the failure notification window 191, FIG. 9 shows a case where the failure handling operation control unit 31 does not display anything in the list 192. In the failure notification window 191 illustrated in FIG. 9, “serverA” indicating the occurrence location is a button 193. When a push (click) operation on the button 193 is performed, the failure handling operation control unit 31 causes the input / output device 1 to display another information reference window 194 indicating information related to “serverA” (step S1603). In addition, a CPU name, an OS name, an application name, a service name provided by the server, and the like described in the information reference window 194 of “serverA” are also buttons 195. When a click operation on the button 195 is performed, the failure handling operation control unit 31 displays another information reference window corresponding to each button.

  Further, it is assumed that the operator opeB clicks the “handling” button in the failure notification window 191 shown in FIG. In response to this operation, the failure handling operation control unit 31 displays the failure handling screen (failure handling window 111) illustrated in FIG. 10 on the input / output device 1 (step S1604 shown in FIG. 6). The failure handling window 111 displays the failure classification, occurrence location, and occurrence date and time as information about the failure to be dealt with. Further, the failure handling window 111 is a list 112 indicating the handling status, a text area 113 for inputting a handling command to be executed in order to solve the occurred failure, and comments made by the operator during the troubleshooting procedure. A text area 114 is provided. However, nothing is displayed in the list 112 and the text areas 113 and 114 shown in FIG. The failure handling window 111 includes buttons (“Apply”, “Approval request”, “Approval reject”, “Solution confirmation” buttons) for determining the action content, but when the failure handling starts, the troubleshooting command Are not entered, and all cannot be pressed (clicked). In this example, the buttons that cannot be pressed are indicated by broken lines.

  Similarly to the failure notification window 191 shown in FIG. 9 and the like, in the failure handling window 111, “serverA” indicating the occurrence location is a button 115, and when pressed, the failure handling operation control unit 31 “ An information reference window indicating information related to serverA "is displayed on the input / output device 1 (step S1605 shown in FIG. 6). Note that information such as what window is called by pressing the button 193, the button 195, etc. (see FIG. 9) from the time when the trouble handling work is started is recorded as an operation log by the handling history information record management unit 32. The The operator opeB searches for information that is effective for examining the handling of the failure that has occurred while calling the information reference window for related information. As a result, it is assumed that a case similar to the symptom of the currently occurring failure has found information that has occurred on another server, and the classification of the occurred failure is determined as “no response to httpd”. Furthermore, it is assumed that the operator opeB refers to a countermeasure command applied in the past in a similar case. In that case, the input / output device 1 inputs the command to the text area 113 of the failure handling window 111. Further, the input / output device 1 may input the comment of the operator opeB in the text area 114 of the failure handling window 111. When receiving the operation information that the handling command has been input to the text area 113, the failure handling operation control unit 31 changes the “Apply” button and the “Approval request” button to a pressable state. Then, it is assumed that the operator opeB presses the “approval request” button to obtain the approval of another operator opeA.

  The failure handling operation control unit 31 that has received this operation information causes the input / output device 1 to display a confirmation screen for confirming whether or not to actually execute the approval request (step S1608 shown in FIG. 6). FIG. 11 shows an example of a confirmation screen for confirming whether to execute an approval request. The confirmation screen (confirmation window 121) shown in FIG. 11 displays the classification, the occurrence location, and the occurrence date and time of the failure that has occurred. The confirmation window 121 also displays a message 122 for confirming execution of the countermeasure content (“approval request” in this example), a content 123 of the countermeasure command input by the operator opeB, and a comment 124 input by the operator opeB. To do. When the operator opeB performs an operation of pressing the “approval request” button, the trouble handling work is temporarily closed. At this time, the handling history information record confirmation unit 32 records the information on the first line of the troubleshooting log “L1000” illustrated in FIG. The information in the second and third lines is not recorded at this point. At this time, the failure handling operation control unit 31 changes the handling status of the failure to “waiting for approval” in the list 181 (see FIG. 8) that lists the failure information on the system (S1612 shown in FIG. 6). . That is, in FIG. 8, “-” is displayed as the handling status and the specific handling status is not shown, but the fault handling operation control unit 31 changes the display “-” to “waiting for approval”. change

  The operator opeA refers to the list 181 in which “waiting for approval” is displayed as the handling status, recognizes that the fault handling work is in a state of waiting for approval, and enters the handling work. The failure handling operation control unit 31 displays a failure handling screen (failure handling window 111) on the input / output device 1 in accordance with the operation of the operator opeA. The failure handling operation control unit 31 displays the status of handling so far in the list 112 in the failure handling window 111 displayed at this time. By looking at the list 112, the operator opeA can confirm the contents of the actions taken so far. For example, it can be confirmed that the operator opeB has requested approval. In the text areas 113 and 114, a countermeasure command and a comment input by the operator opeB are displayed. Therefore, the operator opeA can confirm the coping command or comment input by the previous operator opeB by looking at the failure coping window 111. Like operator opeB, operator opeA refers to related information and determines what type of response command is appropriate. As a result, it is assumed that the operator opeA determines that the countermeasure command input by the operator opeB is inappropriate. In this case, the operator opeA corrects the handling command described in the text area 113 and adds a comment in the text area 114. An example of the failure handling window 111 at this time is shown in FIG. In the example illustrated in FIG. 13, the list 112 indicates that the operator opeB has requested approval. In the text area 113 for inputting a countermeasure command, a countermeasure command corrected by the operator opeA is input. In the text area 114 for inputting a comment, a comment added by the operator opeA is input after the comment of the operator opeB. When the operator opeA presses the “apply (execution of coping command)” button, the fault coping operation control unit 31 displays a confirmation screen on the input / output device 1 for confirming whether or not to really apply “apply”. When an instruction to execute is input on the screen, the failure handling operation control unit 31 executes the entered handling command on the management handling system, and the troubleshooting procedure is closed.

  The operator opeA refers to the list 181 again, confirms that the countermeasure command has been successfully executed, and enters the countermeasure operation again. The failure handling operation control unit 31 causes the input / output device 1 to display a failure handling window and an information reference window for displaying related information according to the operation of the operator opeA. The operator opeA confirms that the failure has been resolved by referring to the information shown in these windows. When the “solve confirmation” button is pressed after a comment is input in the failure handling window, the failure handling operation control unit 31 displays a confirmation screen for confirming whether or not the failure has been solved. When an instruction indicating that the failure may be resolved is input on the confirmation screen, the failure handling operation control unit 31 regards that the failure that has occurred has been resolved, and the handling operation for the failure is completed.

  An example of the failure handling log when the above handling work is completed is shown in FIG. Up to the completion of the above countermeasure work, the information up to the third line shown in FIG. As shown in FIG. 12, the person who took the countermeasure, the date and time, the contents of the countermeasure, and the process of comment correction are recorded. In addition, when referring to the corresponding operation log at the time of failure analysis, it is possible to grasp what kind of information (window) is referred to when a failure handling method or solution confirmation is made.

  As described above, the system status monitoring unit 2 also monitors the status of handling a fault once detected (who is handling it, success or failure of the handling, etc.) and outputs it to the fault handling operation control unit 31. . The system status monitoring unit 2 determines whether or not the response command execution is successful depending on how the status of the management response system changes when the failure response operation control unit 31 executes the input response command on the management response system. Confirm. Then, the system state monitoring unit 2 outputs the confirmation result to the failure handling operation control unit 31. The failure handling operation control unit 31 that has received the confirmation result (success / failure of execution of the handling command) displays whether or not the handling command has been successfully executed in the list 181 shown in FIG. Also, the failure handling operation control unit 31 records information on whether or not the handling command has been successfully executed in the failure handling log illustrated in FIG. 4 via the handling history information record management unit 32. In the list 181 shown in FIG. 8, whether or not the execution of the countermeasure command is successful is displayed as “Countermeasure status”. Therefore, in the above example, the operator opeA refers to the list 181 and the execution of the countermeasure command is successful. You can confirm that

  As shown in FIG. 8, when EventB1 occurred as a symptom, the symptom was classified as “unknown error (unknown failure)”. The failure analysis operation control unit 41 follows a description of “unknown failure” in the failure classification information and a comment corresponding to the description in accordance with an operation by an operator who performs failure analysis (here, administrator adminA). Change to a known failure classification. At this time, the administrator adminA may determine which fault classification should be changed from “unknown fault” by referring to the fault history, fault handling log, operation log, etc. created during the fault handling work. . In this example, the administrator adminA determines to change “unknown failure” to “httpd no response”. Then, when an operation to change “unknown failure” to “httpd no response” is performed in the input / output device 1, the failure analysis operation control unit 41 stores the failure in the failure information storage unit 5 according to the operation. Rewrite “unknown failure” in the failure classification information to “httpd no response”.

  Also, the failure analysis operation control unit 41 displays a screen for displaying a list of each failure that has occurred in the past and a log regarding each operation performed at the time of handling the failure according to the operation of the operator performing the analysis. A series of screens including the screen are generated and displayed on the input / output device 1. The failure analysis operation control unit 41 displays, for example, a screen illustrated in FIG. 14 as a screen for displaying list information of each failure that has occurred in the past. When the operation for selecting the failure displayed on the screen illustrated in FIG. 14 is performed on the input / output device 1, the failure analysis operation control unit 41 displays a screen on the input / output device 1 for displaying a history of handling the failure. Let An example of this screen is shown in FIG. The failure analysis operation control unit 41 displays a failure classification, a location where a failure has occurred, an occurrence date and time, a solution date and time, a handling history, and the like on the screen illustrated in FIG. Further, in the example shown in FIG. 15A, a countermeasure command used in dealing with the failure and a comment of the operator who has dealt with the failure are also displayed. In the countermeasure history shown in FIG. 15A, the countermeasure contents ("Apply", "Approval request", "Fault resolution") executed until the countermeasure is completed are shown. Although not shown in FIG. 15A, “approval rejection” may be indicated in the handling history. The handling history shown in FIG. 15A shows the operation date and time, the operator, and the contents of the handling. These pieces of information may be displayed based on the recording of the fault handling log. Similarly, the response command and the comment may be displayed based on the record of the failure response log. The location where the failure has occurred, the occurrence date and time, and the solution date and time may be displayed based on the record of the failure history.

  When the countermeasure content displayed in the countermeasure history display field on the screen illustrated in FIG. 15A is selected, the failure analysis operation control unit 41 performs each operation performed until the countermeasure content is executed. A screen (see FIG. 15B) for displaying the operation log to be displayed is displayed. In the screen illustrated in FIG. 15B, in addition to the operation log, the failure classification (httpd no response), the operator (opeA), the type of countermeasure content ("Apply"), the countermeasure command executed, etc. are displayed. Yes.

  In the example shown in FIG. 15, “httpd no response”, “serverA”, “mail server 1”, and the like displayed on the screen are buttons. If an operation of pressing these buttons is performed, the failure analysis operation control unit 41 displays a screen for displaying information related to the failure. For example, a screen that displays information about the failure “httpd no response”, a screen that displays information about the location of the failure “serverA”, a screen that displays information about the service affected by the failure “mail server 1”, etc. Is displayed. These screens may be the same as the screen displayed in steps S1603 and S1604 shown in FIG. 6 (information reference window 194 illustrated in FIG. 9).

  The failure analysis operation control unit 41 may confirm whether or not the operator has authority by authentication or the like, and may display an operation log only for an analysis operator having a predetermined authority.

  Note that the screen shown in FIG. 15 is an example, and the failure analysis operation control unit 41 may display a screen corresponding to the failure selected in FIG.

  By the operation of the failure analysis operation control unit 41 as described above, the administrator adminA who performs the analysis work can refer to the failure history, the failure history generated at the time of failure handling, the failure handling log, and the operation log. Can do the analysis. As an aspect of the analysis, an unknown failure can be changed to a known failure. In addition, failure analysis tasks such as pursuing the cause of failure, preventing recurrence, and examining recommended countermeasures, etc. are efficiently performed using failure classification, successful response cases, or failed response cases as analysis materials. can do. In addition, the failure analysis operation control unit 41 stores a screen for displaying the frequency and distribution of failures, the required recovery time, damage caused by the failure, and the like according to the operation of the operator. You may display based on various information. Then, the operator who performs the analysis and these pieces of information may be used as analysis materials.

  Assume that a similar failure occurs again after the administrator “adminA” changes “unknown failure” in the failure classification information to “httpd no response”. At this time, the failure handling operation control unit 31 notifies that “httpd no response”, which is a known failure, has occurred instead of the “unknown failure”. For example, in the failure handling screen displayed in step S1604, information “httpd no response” is displayed in the failure handling window 111 as shown in FIG. At the stage of displaying the failure handling window 111 illustrated in FIG. 10, the type of failure could not be classified, so “unknown error” is displayed (see FIG. 10).

  Further, the failure handling operation control unit 31 displays “httpd no response” as a button 117. When the button 117 is pressed, the failure handling operation control unit 31 displays an information reference window 196 illustrated in FIG. 16B (step S1605 shown in FIG. 6). At the time of analysis, it is possible to input a symptom example of a known failure and store it in the failure information storage unit 5. Based on such information and various records (various histories, logs, etc.), troubleshooting operation control The unit 31 displays a symptom example and a failure history in the information reference window 196. As a result, when the same failure as before occurs, the operator can proceed with the work efficiently and safely by looking at the information reference window 196.

  According to the present embodiment, in the trouble handling work, the operation from the start of the action to the confirmation of the solution is performed along the series of screens used for the trouble handling while referring the information reference window to the operator. It becomes possible to make it. As a result, it is possible to accurately guide the operator while providing a flexible information reference means. If it is possible to refer to the operation log during the troubleshooting operation, it becomes unclear whether the countermeasure is being analyzed or analyzed by diluting the purpose of troubleshooting. However, as described above, it is possible to perform operations along a series of screens used for troubleshooting when dealing with analysis, so it is unclear whether you are dealing with or analyzing. There is no.

  Similarly, in the analysis coping work, it is possible to perform work along a series of screens used for failure analysis while referring to the information reference window. For example, during the analysis work, since the screen for selecting the countermeasure content as illustrated in FIG. 13 is not displayed, it is not unclear whether the analysis is being performed or the countermeasure is being performed.

  In addition, according to the present embodiment, the countermeasure contents and the operation log are reliably recorded except when the countermeasure work is interrupted (Yes in step S1707 shown in FIG. 7). Then, the failure analysis operation control unit 41 provides a screen for displaying an operation log as one of a series of screens used for failure analysis to the operator who performs the analysis. Therefore, the operation of the operator who has performed the coping work can be presented to the analyst, and the analysis can be performed. In addition, when the handling work is interrupted, the handling history information record management unit 32 deletes the operation log being created and the fault handling log corresponding to the operation log, so that a wasteful operation log that does not need to be shown to the analysis operator And the troubleshooting log corresponding to the operation log can be eliminated.

  In the present embodiment, as shown in FIG. 17, the input / output device 1 corresponding to the failure handling operation control unit 31 and the input / output device 11 corresponding to the failure analysis operation control unit 41 are separately provided. Also good. The input / output device 1 shown in FIG. 17 is used by an operator who performs a countermeasure, and the input / output device 11 shown in FIG. 17 is used by an operator who performs an analysis. In this way, the input / output device 1 for coping operation and the input / output device 11 for analyzing operation are separately provided, and the use of the input / output device is clearly distinguished from coping and analysis, thereby causing a failure. It is possible for another person to proceed with the coping and analysis work in parallel, and to perform the coping and analysis at a long distance.

  In the first embodiment, the failure information storage unit described in the claims is realized by the failure information storage unit 5. The failure handling support means is realized by the failure handling operation control unit 31 and the input / output device 1. The handling history information record management means is realized by the handling history information record management unit 32. The failure analysis support means is realized by the failure analysis operation control unit 41 and the input / output device 1 (or the input / output device 11). The system state monitoring unit is realized by the system state monitoring unit 2. The failure handling operation control means is realized by the failure handling operation control unit 31. The failure analysis operation control means is realized by the failure analysis operation control unit 41.

Embodiment 2. FIG.
FIG. 18 is a block diagram showing a second embodiment of the present invention. The same components as those in the first embodiment are denoted by the same reference numerals as those in FIG. In the second embodiment, the system operation management support apparatus includes an operation screen rule storage unit 6 in addition to the configuration shown in the first embodiment. In the present embodiment, the failure handling process control unit 3 includes a failure handling operation screen generation unit 33.

  In the present embodiment, the operation screen rule storage unit 6 and the failure handling operation screen generation unit 33 particularly play an important role. The operation screen rule storage unit 6 stores operation screen rules that define information, buttons, screen transitions, and the like displayed on the operation screen. The failure handling operation screen generation unit 33 generates various screens according to the operation screen rule.

  The operation screen rule storage unit 6 stores an operation screen rule that defines a display mode of a screen (here, a screen used in a failure handling operation). The operation screen rule defines information to be displayed on the screen, buttons, screen transitions, and the like. The operation screen rule also defines a color (for example, background color) to be displayed on the screen.

  FIG. 19 is an explanatory diagram of an example of the operation screen rule. As shown in FIG. 19, the operation screen rule defines a color scheme or the like as a basic setting. In addition, the operation screen rule describes, for each window, an operation window ID and name for identifying each window, information displayed on the window, buttons, and the like. For example, a label name, a button ID, an operation content, and an operable condition are described as the button-related regulations. The operation contents of the buttons include, for example, operations such as “call another window”, “move the operation window to another window”, and “close designated window”. And the screen transition at the time of operation will be changed by changing the rule of the window to transfer.

  In the operation screen rule, an operation screen rule specifying an event to be dealt with may be described as an individual setting separately from the basic setting. In this case, the basic setting defines different operation screen modes only for the work to be performed when the specified event occurs. The individual setting is described for each symptom of an individual disorder, for example. In the example shown in FIG. 19, the basic setting tag describes that the background color is “#FFFFFF (white)” in principle. In the individual setting tag, all the operation screens for dealing with the symptom “EventA” are set so that the background color is “# 999999 (gray)”.

  The failure handling operation screen generation unit 33 generates an operation screen based on the information output from the failure handling operation control unit 31 and the operation screen rules stored in the operation screen rule storage unit 6, and sends the operation screen to the failure handling operation control unit 31. Output. When the failure handling operation screen generation unit 33 generates an operation screen, the failure handling operation control unit 31 gives an operation screen rule to be referred to by the failure handling operation screen generation unit 33 to the failure handling operation screen generation unit 33. Output identifiable information. For example, the failure handling operation control unit 31 outputs information (specifically, a window ID) specifying a screen (window) to be generated and a symptom being handled. The failure handling operation screen generation unit 33 performs an operation corresponding to the specified window ID from among the operation screen rules stored in the operation screen rule storage unit 6 based on the information output by the failure handling operation control unit 31. The description location of the screen rule, the description location of the individual setting, etc. are specified, and the rule described in that location is referred to. Then, the failure handling operation screen generation unit 33 determines information to be arranged (buttons to be displayed), colors, and the like based on the rules, and generates a screen (window). Further, when an operation to be prohibited on the screen is specified in the rule, the screen is generated so that the operation cannot be performed.

  Further, when information on the input / output device 1 that is input by the operator but is not yet recorded in the failure information storage unit 5 is displayed on the screen, the failure handling operation control unit 31 handles the information as a failure handling. You may output to the operation screen production | generation part 33. FIG. Then, the failure handling operation screen generation unit 33 may generate a screen for displaying the information. For example, comments and response commands input to the input / output device 1 are not immediately recorded in the failure response log (see FIG. 4) at the time of input, but the content of the response (such as “apply”) is executed, and step S1710 is performed. It is recorded in the trouble handling log when shifting to (see FIG. 7). When a new screen for displaying the input comment or information of the handling command is generated before the handling content ("Apply" or the like) is executed, the fault handling operation control unit 31 displays the comment or handling command. May be output to the failure handling operation screen generation unit 33, and the failure handling operation screen generation unit 33 may generate a screen including the information.

  When the failure handling operation control unit 31 receives the screen generated from the failure handling operation screen generation unit 33, the failure handling operation control unit 31 displays the screen on the input / output device 1.

  Further, in the present embodiment, the failure analysis operation control unit 41 outputs a series of screens including an operation screen rule editing screen stored in the operation screen rule storage unit 6 as a series of screens used at the time of analysis. That is, the failure analysis operation control unit 41 includes a series of screens that display a list of each failure that has occurred in the past, a screen that displays a log relating to each operation performed during troubleshooting, and a screen for editing an operation screen rule. Is displayed on the input / output device 1.

  When the operation screen rule is edited on the operation screen rule editing screen, the failure analysis operation control unit 41 updates the operation screen rule stored in the operation screen rule storage unit 6 to the edited operation screen rule.

  The operation screen rule editing screen may be an editing screen similar to a general text editor, for example. The failure analysis operation control unit 41 may display the operation screen rule stored in the operation screen rule storage unit 6 and change the operation screen rule according to the operation of the operator who performs the analysis. However, the principle that the operator who performs the analysis outputs a series of screens including a screen that displays information on the failure that has occurred and a screen that prompts the operator to select the content of the failure handling is output by the failure handling operation control unit 31. Editing must be done so as not to break down. For example, the operation screen rule should not be edited so that the failure handling screen illustrated in FIG. 10 is not displayed. In addition, for example, the operation screen rule must not be edited such that a screen for displaying an operation log is included in a series of screens used when dealing with a failure. If such editing is permitted, the effect of “whether the countermeasure is being taken or the analysis is not obscured” described in the first embodiment cannot be obtained.

  When the failure analysis operation control unit 41 provides an edit screen similar to a general text editor as an operation screen rule edit screen, the operation screen rule that should not be performed as described above may be edited. . Therefore, it is preferable that the failure analysis operation control unit 41 causes the input / output device 1 to display an operation screen rule editing screen in which restrictions are imposed on editing contents. The operation screen rule editing screen with restrictions on editing contents will be described later.

  The failure handling operation screen generation unit 33 is realized by a CPU that operates according to a system operation management support program, for example. The system operation management support program may be stored in a storage device (not shown) provided in the failure countermeasure process control unit 3, for example.

  Next, how the screen generated by the failure handling operation screen generation unit 33 changes when the operation screen rule is changed will be described. Here, it is assumed that the failure history shown in FIG. 3 is stored in the failure information storage unit 6. Then, it is assumed that the failure handling log illustrated in FIG. 12 is stored in the failure information storage unit 6 as the failure handling log to which the handling log ID “L1000” corresponding to the history ID “H1000” illustrated in FIG. Furthermore, the operation log shown in FIG. 20 is stored in the failure information storage unit 6 as an operation log assigned with the operation log IDs “O1000-01”, “O1000-02”, and “O1000-03” shown in FIG. It shall be. These records are recorded when “EventB” occurs as a symptom.

  The failure analysis operation control unit 41 displays the screen showing the failure history shown in FIG. 3 and the content of the failure handling log shown in FIG. 12 and the screen showing the content of the operation log shown in FIG. It is displayed on the input / output device 1 according to the operation of adminA). The operator adminA confirms that a failure has occurred by referring to the content of the failure history shown in FIG. 3, and refers to the content of the failure handling log shown in FIG. Execute the contents to check whether the failure has been resolved. From the troubleshooting log shown in Figure 12, opeA requests approval of the handling command, opeB modifies the handling command (command path), executes the handling command, and confirms that opeB has solved the fault You can see the progress.

  Further, the operator adminA refers to the contents of the operation log shown in FIG. 20 and confirms individual operations by the operators opeA and opeB. From the contents of the operation log shown in FIG. 20, it can be read that win0005 is called through win0003 and win0005 is input while win0005 is open (that is, referring to win0005). In addition, since win0002 and win0003 are closed immediately after being displayed (see “O1000-01” shown in FIG. 20), win0002 and win0003 were screens that displayed information that was not very useful for troubleshooting. Can be read.

  FIG. 21 shows a situation where opeA and opeB are displaying win0005 via win0003. After the failure handling screen 111 is displayed, the operator (opeA, opeB) clicks the button “serverA”. In response to this operation, the failure handling operation control unit 31 displays an information reference window 131 shown in FIG. The ID for identifying the information reference window 131 is win0003 recorded in the operation log. The operator clicked the button “Mail server 1” in the window 131. In response to this operation, the failure handling operation control unit 31 displays an information reference window 132 shown in FIG. The ID for identifying the information reference window 132 is win0005 recorded in the operation log. The operation log shown in FIG. 20 is recorded by such an operation of the operator. The information shown in the information reference window 132 is information collected by the system state monitoring unit 2.

  Based on the operation log shown in FIG. 20, the operator adminA calls win0005 via win0003 and inputs a countermeasure command with win0005 open, and win0003 displays information that is not very useful for troubleshooting. Confirm that it was a screen to do. As a result, the operator adminA can determine that it is effective in speeding up the coping operation to display the information displayed by win0005 directly from the information reference window 131 without going through win0003.

  FIG. 22 is an explanatory diagram illustrating an example of an operation screen rule edited by an operator who performs analysis. A description 141 in FIG. 22 is a description added based on the determination of the operator adminA as described above. The description 141 represents a rule that information related to “service” is newly displayed next to the display of “occurrence location” on the failure handling screen. Furthermore, description 141 represents a rule that information related to this “service” is displayed as a button for calling an information reference window (ID is win0008). Here, since a new screen called from the trouble handling screen is defined, a new ID win0008 is assigned. In this example, the symbol “, (see the description on the fifth line shown in FIG. 22)” indicates that an element is arranged without a line feed. Accordingly, a new button is displayed next to the “serverA” button on the failure handling screen 111 shown in FIG.

  Also, if the operator adminA executes the response command “SHELL: / sbin / service2 httpd restart” entered by the operator opeB based on the content of the failure response log shown in FIG. 12, the failure can be resolved normally. Make sure. As a result, operator adminA can refer to the troubleshooting command ("SHELL: / sbin / service2 httpd restart") from the troubleshooting screen as a recommended troubleshooting command for the same failure (symptom) as the failure. It can be determined that it is effective for speeding up the coping operation to eliminate the approval for the coping command.

  Descriptions 142 and 143 shown in FIG. 22 are descriptions edited based on the judgment of the operator adminA. The description 142 represents a rule for displaying a button for calling a screen (ID is assumed to be win0009) for displaying a recommended countermeasure command. A description 143 is a description added as a condition for pressing the “approval request” button on the failure handling screen 111. The example shown in description 143 indicates that the “approval request” button can be pressed when “a countermeasure command other than the recommended countermeasure command is input”. Approval is not required when a recommended action command has been entered, so it is possible to prevent the time required for the action from being completed by making an approval request even though the recommended action command has been entered. .

  In addition, the operator adminA is a typical example of an operation error or a determination error when the response command “SHELL: / sbin / service httpd restart” input to the operator opeA is based on the content of the failure response log shown in FIG. Can be analyzed. If “SHELL: / sbin / service httpd restart” is entered for the same failure (symptom), it is displayed that the input of the command is a prohibited matter, and the previous failure It can be determined that it is preferable to display the failure history recorded when the error occurred.

  The description 144 shown in FIG. 22 is a description edited based on the determination of the operator adminA. In the description 144, predetermined input data (in this example, “SHELL: / sbin / service httpd restart”, which is a handling command) is input to a predetermined text area (in this example, “textarea0001”), and the button “button0001” is entered. Alternatively, it is defined that a confirmation dialog screen (for example, a warning screen) is displayed when the button “button0001-2” is pressed. Note that the buttons “button0001” and “button0001-2” are an “apply” button and an “approval request” button, respectively. The confirmation dialog screen specifies that the contents of the failure history with ID “H1000” are displayed as related information.

  When the operation screen rule is rewritten as illustrated in FIG. 22, the failure handling operation screen generation unit 33 creates a screen based on the rewritten operation screen rule and outputs the screen to the failure handling operation control unit 31. The failure handling operation control unit 31 displays the screen on the input / output device 1.

  At a later date, suppose EventB, similar to the previous failure, occurs, and operator opeC is working on the failure. Then, suppose that the failure handling screen is displayed according to the operation of opeC. In this case, the failure handling operation control unit 31 outputs to the failure handling operation screen generation unit 33 the window ID and symptom information (in this case, information that EventB has occurred) of the failure handling screen to be displayed. The failure handling operation screen generation unit 33 generates a failure handling screen when an event B occurs, among the operation screen rules stored in the operation screen rule storage unit 6, based on the information output from the failure handling operation control unit 31. Identify the rules that establish the rules. Then, the failure handling operation screen generation unit 33 creates a screen (in this case, a failure handling screen) according to the identified operation screen rule, and outputs the screen to the failure handling operation control unit 31. The failure handling operation control unit 31 causes the input / output device 1 to display the screen.

  FIG. 23 shows an example of a screen (fault handling screen) displayed at this time and another screen called from the screen. The failure handling screen 111a created based on the edited operation screen rule (see FIG. 22) is newly provided with a button 151 indicating a service name as compared with the failure handling screen 111 shown in FIG. Then, the information reference window 153 can be called by operating the button 151. Note that the information reference window 153 shown in FIG. 23 is a window that displays the same information as the information reference window 132 shown in FIG. Therefore, the information reference window 153 shown in FIG. 23 can be directly called without going through the information reference window 131 shown in FIG. Note that a button 151 shown in FIG. 23 is added based on the description 141 shown in FIG.

  When an operation of pressing the button 151 is performed, the failure handling operation control unit 31 outputs the window ID of the information reference window 153 to be displayed to the failure handling operation screen generation unit 33. The failure handling operation screen generation unit 33 specifies an operation screen rule corresponding to the window ID, and generates an information reference window 153 based on the operation screen rule. The information shown in the information reference window 153 shown in FIG. 23 is information collected by the system state monitoring unit 2. As described above, the failure handling operation screen generation unit 33 may generate a screen including information collected by the system state monitoring unit 2. The failure handling operation screen generation unit 33 outputs the generated screen to the failure handling operation control unit 31, and the failure handling operation control unit 31 causes the input / output device 1 to display the screen (in this case, the information reference window 153). .

  In addition, the failure handling screen 111a created based on the edited operation screen rule is newly compared with the failure handling screen 111 shown in FIG. It has. Then, by operating the button 152, a window 154 for displaying a recommended countermeasure command can be called. Therefore, the operator opeC can immediately call the recommended countermeasure command corresponding to the symptom EventB1. It should be noted that the button 152 shown in FIG. 23 is added based on the description 142 shown in FIG.

  When an operation of pressing the button 152 is performed, the failure handling operation control unit 31 outputs the window ID of the window 154 to be displayed to the failure handling operation screen generation unit 33. The failure handling operation screen generation unit 33 specifies an operation screen rule corresponding to the window ID, and generates a window 154 based on the operation screen rule. The failure handling operation screen generation unit 33 outputs the generated screen to the failure handling operation control unit 31, and the failure handling operation control unit 31 displays the screen (here, the window 154) on the input / output device 1.

  The window 154 has a countermeasure command display area 155, and a recommended countermeasure command is displayed in the area 155. The operator opeC can input the recommended countermeasure command into the text area 113 on the failure countermeasure screen 111a by referring to the recommended countermeasure command. FIG. 24 shows an example of a state in which a recommended countermeasure command is input in the text area 113 for inputting a countermeasure command. The failure handling operation screen generation unit 33 generates a screen with reference to the operation screen rule defined as the description 143 shown in FIG. In the example shown in FIG. 24, since the recommended countermeasure command has been input in the text area 113, the “approval request” button is in an inoperable state. The operator opeC directly selects “Apply” and executes the recommended action command. In this way, when the recommended action command is entered, the “Approval Request” button is disabled, so an approval request is made despite the recommended action command being entered, and it takes time to complete the action. Disappears.

  FIG. 25 is an explanatory diagram illustrating a situation in which a warning window is displayed. If the operator opeC makes the same determination as the operator opeB recorded in the failure handling log shown in FIG. 12 without referring to the recommended handling command, or if a simple typo causes a failure in the failure handling screen 111a. It is assumed that the countermeasure command “SHELL: / sbin / service httpd restart” is entered in the text area 113. Then, it is assumed that the operator opeC selects “Apply”. Then, based on the definition of the description 144 shown in FIG. 22, a warning screen (warning window) 171 that alerts the operator opeC is displayed before the window for confirming “apply” is displayed. The failure handling operation screen generation unit 33 generates the failure handling screen 111a with reference to the operation screen rule defined as the description 144 shown in FIG. Therefore, when the “Apply” button is pressed while “SHELL: / sbin / service httpd restart” is input in the text area 113, the failure handling operation control unit 31 displays the warning window 171 on the input / output device 1. Display. Further, since the description 144 stipulates that the content of the failure history with the ID “H1000” is displayed as related information, the failure handling operation control unit 31 reads the failure history “H1000” from the failure information storage unit 5. , And the contents of the failure history are displayed in the failure history display field 172. As a result, the system operation management support system can indicate to the operator opeC that the handling command entered by the operator opeC is a prohibited matter, and the past failure cases (failure history) that are the basis of the prohibited matter Can be notified to the operator opeC.

  As described above, according to the present embodiment, in the failure analysis, when information that should be quickly referred to when troubleshooting a failure, a recommended handling method, or conversely, a matter that should be prohibited is clarified, Display a window that displays information that should be referred to quickly without going through other windows, display a window that displays recommended actions, or display a warning window when an operation that falls under the prohibited items is performed. The operation screen rule can be changed so that it is displayed. As a result, the matters revealed in the analysis work are reflected on the operation screen for troubleshooting, and if a similar failure occurs, the operator can be accurately handled so that the troubleshooting operation can be performed more efficiently and safely. It is possible to guide, and it is possible to realize the efficiency of trouble handling. Then, it is possible to prompt the operator to refer to useful information such as a previously successful coping method and a previous coping company.

  Further, as already described, the failure analysis operation control unit 41 causes the input / output device 1 to display an edit screen similar to that of a general text editor, and the operator edits the operation screen rules on the edit screen. You may let them. However, in this case, the operator outputs a series of screens including a screen that displays information on the failure that has occurred and a screen that prompts the operator to select the content of the failure handling by the failure handling operation control unit 31. It must be edited so as not to break. When an editing screen similar to that of a general text editor is displayed on the input / output device 1, the above principle may be disrupted because free editing is possible. For this reason, an edit screen for an operation screen rule in which restrictions are placed on the editing content may be displayed on the input / output device 1. An example of the operation screen rule editing screen will be described below.

  FIG. 26 is an explanatory diagram illustrating an example of an editing screen in which restrictions are imposed on editing contents. The failure analysis operation control unit 41 displays, for example, an edit screen shown in FIG. 26 on the input / output device 1 as one of a series of screens used at the time of analysis.

  In the editing screen illustrated in FIG. 26, the “basic / individual” selection field 301 allows the operator to select whether to edit the portion related to the basic setting of the operation screen rule or to edit the portion related to the individual setting of the operation screen rule. It is a selection column for prompting. The individual setting means a setting for each symptom of the failure (a setting for setting a background color of the screen to a specific color in the case of a certain symptom). The basic setting is a setting determined without depending on symptoms. When the basic setting is selected, the failure analysis operation control unit 41 displays the failure classification information, prompts the operator to select a symptom, and determines which symptom to edit the individual setting.

  An operation window ID designation field 302 illustrated in FIG. 26 is a field that prompts the operator to designate a window ID of a screen whose display mode is to be changed by editing the operation screen rule. The window name input field 303 is an input field for prompting the operator to input the name of the window.

  The window type selection column 304 is used for allowing the operator to select the type of window whose display mode is to be changed from “notification”, “handling”, “confirmation”, “execution”, and “information reference”. It is a selection field. Here, “notification” means the type of screen used to notify the operator of the occurrence of a failure. Specifically, it means the type of the screen (screen illustrated in FIG. 8, screen 191 illustrated in FIG. 9, etc.) displayed in step S1602 shown in FIG. “Correction” means the type of the trouble handling screen (the screen displayed in step S1604, see FIG. 10 and the like). “Confirmation” means the type of screen used for confirming whether or not to actually execute the selected action (“Apply”, “Approval request”, “Approval reject”, or “Solution confirmation”). . Specifically, it means the type of screen (screen illustrated in FIG. 11) displayed in steps S1607, S1608, S1609, and S1610 shown in FIG. “Execution” means a type of screen displayed in accordance with execution of the selected countermeasure content. Specifically, it means the type of screen displayed in step S1612 shown in FIG. 6 (for example, a screen for displaying the execution result of the countermeasure command). “Information reference” means the type of information reference screen. Specifically, it means the type of the screen (such as the screen 194 illustrated in FIG. 9) displayed in steps S1603 and S1605.

  Each screen has a button corresponding to the type of the screen. For example, a screen classified as “notification” has a “reference” button shown in FIG. 8, a “handling” button shown in a window 191 (see FIG. 9), and the like. Further, the screen classified as “handling” has buttons such as “apply”, “approval request”, “approval rejection”, “solution confirmation”, and “close” as illustrated in FIG. As illustrated in FIG. 11, the screen classified as “confirmation” includes a button (“approval request” in the example of FIG. 11) for executing the action to be confirmed, and a button such as “return”. . The screen classified as “reference information” has a button such as “close” like an information reference window 194 illustrated in FIG. Such a button corresponding to the type of screen is called a basic button. The failure analysis operation control unit 41 displays a basic button setting field 305 corresponding to the type selected in the window type selection field 304. In the example shown in FIG. 26, a setting field 305 for setting a basic button corresponding to the type of “handling” is displayed.

  In the editing screen illustrated in FIG. 26, a display information input field 306 is an input field for inputting information to be displayed in the window. In this example, when the operator directly specifies a word to be displayed, the word is enclosed in “” and input. In addition, a variable may be input in the display information input field 306. Examples of the variable include “$ fault” representing a failure classification and “$ yy / mm / dd” representing a date. When the variable addition button 307 is pressed, the failure analysis operation control unit 41 displays the variable selection screen 308 on the input / output device 1. When a variable is selected on the variable selection screen 308 and the add button in the variable selection screen 308 is pressed, the failure analysis operation control unit 41 adds the selected variable in the display information input field 306. That is, the variable is selected from variables prepared in advance and added to the display information input field 306. Similarly, information for designating a component may be input to the display information input field 306. Examples of the parts include a list (for example, the list illustrated in FIG. 8) and a text area. When the component addition button 309 is pressed, the failure analysis operation control unit 41 causes the input / output device 1 to display the component selection screen 310. When a component is selected on the component selection screen 310 and the add button in the component selection screen 310 is pressed, the failure analysis operation control unit 41 adds information on the selected component in the display information input field 306. . That is, the component information is selected from components prepared in advance and added to the display information input field 306.

  Further, a variable input in the display information input field 306 or a character string directly input by the operator is selected (for example, selected by a drag operation with the mouse), and the “link addition / release” button 311 is pressed. Then, the failure analysis operation control unit 41 edits the operation screen rule so that the selected portion is displayed as a button.

  FIG. 27 is an explanatory diagram showing a situation when the “link addition / release” button is pressed and when the basic button is set. FIG. 27 shows a state where the variable “$ service” input in the display information input field 306 is selected and the “link addition / release” button 311 is pressed. In this case, the failure analysis operation control unit 41 causes the input / output device 1 to display an information reference button window 312 that prompts input of information necessary for generating an operation screen rule that displays the variable “$ service” as a button. In the information reference button window 312, the window ID of the window to be called when the variable “$ service” serving as the button is pressed is selected. The information reference button window 312 prompts the user to select a window ID from a set of window IDs to be selected in advance. Therefore, the operator cannot arbitrarily specify the window ID. When the variable “$ service” is newly selected, the button ID in the information reference button window 312 is automatically assigned by the information classification operation control unit 41, for example. Also, the initial value of the button label is displayed according to the selected variable. In the example shown in FIG. 27, “$ service” is displayed as the initial value of the button label.

  Note that when a location set to be displayed as a button is selected again, and then the “link addition / release” button 311 is pressed, the failure analysis operation control unit 41 does not display the selected portion as a button. Edit the operation screen rule.

  As described above, the character string or variable to be displayed in the display information input field 306 is displayed as a button, and the operation image rule can be edited so that another window is called when the button is pressed. Here, variables and parts can be selected only from variables and parts prepared in advance (can only be selected from those listed in the windows 308 and 310 shown in FIG. 26). Similarly, the window called when the button is pressed is also performed by selecting a window ID from a set of window IDs to be selected prepared in advance in the information reference button window 312 shown in FIG. Therefore, the operation screen rule cannot be edited so that an arbitrary window can be called. Such an editing screen breaks the principle that the failure handling operation control unit 31 outputs a series of screens including a screen that displays information on the failure that has occurred and a screen that prompts the operator to select the content of the failure handling. Without changing the operation screen rules. For example, it is possible to eliminate a rule that makes it possible to display an operation log display screen when coping.

  A basic button setting field 305 (see FIG. 26) prompts the operator to set a basic button according to the type selected in the window type selection field 304. In the example shown in FIG. 26, since “Correction” is selected as the type, basic buttons of “Apply”, “Approval request”, “Approval reject”, “Solution confirmation”, and “Close” are set. . “Apply”, “Approval request”, “Approval reject”, “Solution confirmation” are buttons that are options for the countermeasure content, and “Close” is a button for instructing the suspension of the countermeasure work.

  In the basic button setting field 305, a check box 321 for designating whether or not to display each basic button is displayed for each basic button. In this example, the default of the check box 321 is set to display a basic button. When the setting of the check box 321 is switched and an instruction to hide the basic button is input, the failure analysis operation control unit 41 changes the operation screen rule so that the basic button is not displayed according to the instruction. However, as shown in FIG. 26, when “Correction” is selected as the type, the basic buttons “Apply”, “Approval request”, “Approval reject”, “Solution confirmation”, and “Close” are not displayed. Displaying is not meaningful in the operation of the system operation management support apparatus. This is because it is necessary to display all of “Apply”, “Approval request”, “Approval reject”, “Solution confirmation”, and “Close” on the failure handling screen.

  In the basic button setting field 305, for each basic button, a field for operating the basic button (operable condition) and a field for designating the label of the basic button are provided. The failure analysis operation control unit 41 edits the operation screen rule using the operable condition and label input in this field. Furthermore, a “notes” field 322 is provided as an input field for settings relating to each basic button. The “Notes” column 322 is a column for setting whether or not to display the confirmation dialog screen.

  As illustrated in FIG. 27, when a character string “present” is input in the “notes” column 322, the failure analysis operation control unit 41 causes the input / output device 1 to display a notes screen 323. The precautions screen 323 is a screen for inputting information that defines the display mode of the confirmation dialog screen. Based on the information input on the cautions screen 323, the failure analysis operation control unit 41 creates an operation screen rule that includes, for example, the description 144 illustrated in FIG.

  In the basic button setting field 305, the basic button can be set only in accordance with the type selected in the window type selection field 304. Therefore, settings such as switching the basic button to non-display according to the type selected in the window type selection field 304 are possible, but editing operations such as creating a new basic button cannot be performed. For example, as a basic button, it is not possible to generate a new button that calls an operation log display screen at the time of handling. Such an editing screen breaks the principle that the failure handling operation control unit 31 outputs a series of screens including a screen that displays information on the failure that has occurred and a screen that prompts the operator to select the content of the failure handling. Without changing the operation screen rules.

  In addition, when the operation screen rule editing screen is displayed, a button for calling the editing screen may be provided on the screen included in the analysis screen group. For example, a button (not shown in FIGS. 14 and 15) for calling up an edit screen may be provided on the screen illustrated in FIGS. 14 and 15A and 15B. When the button is pressed, the failure analysis operation control unit 41 may display the operation screen rule editing screen on the input / output device 1.

  Further, it may be possible to shift from a screen included in the analysis time screen group to a screen for editing a handling screen rule corresponding to a specific failure. FIG. 28 is an example of a screen provided with a button for shifting to a screen for editing a handling screen rule corresponding to a specific failure. The screen shown in FIG. 28 is the same as the screen shown in FIG. 15A except that the “Edit this trouble handling screen rule” button 331 is provided, and is called from the screen illustrated in FIG. It is a screen which can call the screen illustrated in Drawing 15 (b). When the “Edit this failure handling screen rule” button 331 is pressed, the failure analysis operation control unit 41 causes the input / output device 1 to display an editing screen for editing the rule of the operation screen corresponding to the button 331. The failure analysis operation control unit 41 confirms the authority of the operator by authentication or the like, and displays the “Edit this failure handling screen rule” button 331 only for the analysis operator having a predetermined authority. May be.

  In the above description, the case where the operation screen rule storage unit 6 stores the operation screen rule that defines the display mode of the screen used in the trouble handling work has been described. The operation screen rule storage unit 6 may store not only the screen used in the trouble handling work but also the operation screen rule that defines the display mode of the screen used in the trouble analysis work. Hereinafter, as a modification of the second embodiment, a case will be described in which the operation screen rule storage unit 6 also stores an operation screen rule that defines a display mode of a screen used in failure analysis work. FIG. 29 is a block diagram showing a modification of the second embodiment of the present invention. The same components as those shown in FIG. 18 are denoted by the same reference numerals as those in FIG.

  In the present modification, the operation screen rule storage unit 6 stores an operation screen rule that defines the display mode of the screen used in the failure handling work and an operation screen rule that defines the display mode of the screen used in the failure analysis work. To do.

  In the present modification, the failure analysis process control unit 4 includes a failure analysis operation screen generation unit 42 in addition to the configuration shown in FIG. The failure analysis operation screen generation unit 42 generates an operation screen based on the information output from the failure analysis operation control unit 41 and the operation screen rule stored in the operation screen rule storage unit 6, and sends the operation screen to the failure analysis operation control unit 41. Output. When the failure analysis operation screen generation unit 42 generates an operation screen, the failure analysis operation control unit 41 sets an operation screen rule that the failure analysis operation screen generation unit 42 should refer to the failure analysis operation screen generation unit 42. Output identifiable information. For example, the failure analysis operation control unit 41 outputs information (specifically, a window ID) specifying a screen (window) to be generated. The failure analysis operation screen generation unit 42 selects an operation screen rule corresponding to the specified window ID from among the operation screen rules stored in the operation screen rule storage unit 6 based on the information output from the failure analysis operation control unit 41. And refer to the operation screen rule. Then, the failure analysis operation screen generation unit 42 determines information to be arranged (buttons to be displayed, colors, etc.) based on the operation screen rule, and generates a screen (window). Further, when an operation to be prohibited on the screen is specified in the rule, the screen is generated so that the operation cannot be performed.

  When the failure analysis operation control unit 41 receives the screen generated from the failure analysis operation screen generation unit 42, the failure analysis operation control unit 41 displays the screen on the input / output device 1. In addition, the operation screen rule that defines the display mode of the screen used in the failure analysis work is a screen that displays a list of each failure that has occurred in the past, a screen that displays a log relating to each operation performed at the time of troubleshooting, The operation screen rule is described without violating the principle of displaying a series of screens including an operation screen rule editing screen on the input / output device 1.

  The operation screen rule editing screen that defines the display mode of the screen used in the failure analysis work may be an editing screen similar to a general text editor, for example. In addition, a series of screens including a screen for displaying a list of faults that have occurred in the past, a screen for displaying a log regarding each operation performed at the time of troubleshooting, and a screen for editing an operation screen rule are displayed on the input / output device 1. It may be an editing screen in which restrictions are provided so that editing that violates the principle of display is not possible.

  Next, changes in the screen generated by the failure analysis operation screen generation unit 42 when the operation screen rule defining the display mode of the screen used in the failure analysis work is changed will be described. Here, as the operation screen rule that defines the display mode of the screen illustrated in FIG. 14 (the screen displaying the list information of each failure that has occurred in the past), the operation screen rule illustrated in FIG. 6 is stored.

  Before editing the operation screen rule illustrated in FIG. 30, the failure analysis operation screen generation unit 42 generates the screen illustrated in FIG. 14 based on the operation screen rule, and the failure analysis operation control unit 41 enters the screen. It is displayed on the output device 1.

  Further, it is assumed that the failure analysis operation control unit 41 displays the operation screen rule editing screen illustrated in FIG. 30 and the operation screen rule is edited by the operator who performs the analysis. Here, it is assumed that the description 332 illustrated in FIG. 31 is added. The failure analysis operation control unit 41 uses the operation screen rule (see FIG. 30) before editing stored in the operation screen rule storage unit 6 as the operation screen rule to which the description 332 is added (the operation screen illustrated in FIG. 31). Rule).

  Note that the description 332 defines that a failure history distribution graph for each failure type is displayed and that a failure history distribution graph for each failure occurrence location is displayed.

  After this editing, when displaying a screen for displaying list information of each failure that has occurred in the past, the failure analysis operation screen generation unit 42 displays a failure history distribution graph for each failure type and a failure history distribution graph for each failure location. Generate a screen with added. Then, the failure analysis operation control unit 41 causes the input / output device 1 to display the screen. An example of this screen is shown in FIG. That is, the operation screen rule illustrated in FIG. 30 is edited as illustrated in FIG. 31, so that the screen displaying the list information of each failure that has occurred in the past is changed from the screen illustrated in FIG. It will be changed to the screen illustrated.

  As described above, the failure analysis process control unit 4 includes the failure analysis operation screen generation unit 42 having the same function as the failure handling operation screen generation unit 33, and the operation screen rule storage unit 6 operates the operation screen during failure analysis work. By holding the rules, it is possible to flexibly change the operation screen at the time of failure analysis as in the case of failure handling. Further, a business operator who provides a system operation management support apparatus to a customer who actually performs operation management can easily provide an operation screen for failure analysis that meets the customer's request. The business operator provides the system operation management support apparatus to the customer in a state where the default operation screen rule is stored in the operation screen rule storage unit 6 in advance. When the customer changes the operation screen rule as an operator, an operation screen for failure analysis that meets the customer's own request can be displayed. Alternatively, the operator providing the system operation management support device may change the operation screen rules on behalf of the customer so that the operation screen for failure analysis that meets the customer's request is displayed. Good.

  In the present embodiment, as shown in FIG. 33, the input / output device 1 corresponding to the failure handling operation control unit 31 and the input / output device 11 corresponding to the failure analysis operation control unit 41 are separately provided. Also good. The input / output device 1 shown in FIG. 33 is used by an operator who performs countermeasures, and the input / output device 11 shown in FIG. 33 is used by an operator who performs analysis. In this way, the input / output device 1 for coping operation and the input / output device 11 for analyzing operation are separately provided, and the use of the input / output device is clearly distinguished from coping and analysis, thereby causing a failure. It is possible for another person to proceed with the coping and analysis work in parallel, and to perform the coping and analysis at a long distance. Although FIG. 33 shows the case where the failure analysis operation screen control unit 42 is provided, the input / output device 1 and the input / output device 11 are provided separately in a configuration without the failure analysis operation screen control unit 42. May be.

  In the second embodiment, the failure information storage unit described in the claims is realized by the failure information storage unit 5. The failure handling support means is realized by the failure handling operation control unit 31 and the input / output device 1. The handling history information record management means is realized by the handling history information record management unit 32. The failure analysis support means is realized by the failure analysis operation control unit 41 and the input / output device 1 (or the input / output device 11). The operation screen rule storage means is realized by the operation screen rule storage unit 6. The failure handling operation screen generation means is realized by the failure handling operation screen generation unit 33. The failure analysis operation screen generation means is realized by the failure analysis operation screen generation unit 42. The system state monitoring unit is realized by the system state monitoring unit 2. The failure handling operation control means is realized by the failure handling operation control unit 31. The failure analysis operation control means is realized by the failure analysis operation control unit 41.

  The present invention is useful for dealing with and analyzing a failure that has occurred.

It is a block diagram which shows the 1st Embodiment of this invention. It is explanatory drawing which shows the example of fault classification information. It is explanatory drawing which shows the example of a failure log | history. It is explanatory drawing which shows the example of a failure handling log. It is explanatory drawing which shows the example of an operation log. 10 is a flowchart illustrating an example of a process in which a failure handling operation control unit displays a series of screens (a group of handling screens) on an input / output device to prompt an operator to deal with a failure. It is a flowchart which shows the example of the information record management process which a response history information record management part performs when the failure countermeasure operation | work is performed. It is explanatory drawing which shows the example of the screen which displays the fault which has generate | occur | produced now as a list. It is explanatory drawing which shows the example of a display of the window for information reference. It is explanatory drawing which shows the example of a trouble handling screen (fault handling window). It is explanatory drawing which shows the example of the confirmation screen for confirming whether an approval request is performed. It is explanatory drawing which shows the example of a failure handling log. It is explanatory drawing which shows the example of a trouble handling screen (fault handling window). It is explanatory drawing which shows the example of the screen which displays the list information of each failure which generate | occur | produced in the past. It is explanatory drawing which shows the example of the screen displayed at the time of a failure analysis. It is explanatory drawing which shows the example of the screen displayed at the time of trouble handling. It is a block diagram which shows the modification of 1st Embodiment. It is a block diagram which shows the 2nd Embodiment of this invention. It is explanatory drawing which shows the example of an operation screen rule. It is explanatory drawing which shows the example of an operation log. It is explanatory drawing which shows the example of the condition which is displaying the window containing useful information via another window from a failure handling screen. It is explanatory drawing which shows the example of the operation screen rule edited by the operator who performs analysis. It is explanatory drawing which shows the example of the screen produced | generated based on the edited operation screen rule. It is explanatory drawing which shows the example of the screen produced | generated based on the edited operation screen rule. It is explanatory drawing which shows the condition which displays a warning window. It is explanatory drawing which shows the example of the edit screen which provided the restriction | limiting in the edit content. It is explanatory drawing which shows the condition at the time of the setting regarding a basic button when "link addition / release" button is pressed. It is explanatory drawing which shows the example of the screen provided with the button for shifting to the edit screen of the countermeasure screen rule according to a specific failure. It is a block diagram which shows the modification of 2nd Embodiment. It is explanatory drawing which shows the example of the operation screen rule which prescribes | regulates the display mode of the screen which displays the list information of each failure which generate | occur | produced in the past. It is explanatory drawing which shows the example of the operation screen rule after edit. It is explanatory drawing which shows the example of the screen produced based on the operation screen rule after edit. It is a block diagram which shows the modification of 2nd Embodiment.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Input / output device 2 System status monitoring part 3 Fault handling process control part 4 Fault analysis process control part 5 Fault information storage part 6 Operation screen rule storage part 31 Fault handling operation control part 32 Handling history information record management part 33 Fault handling operation screen Generation unit 41 Failure analysis operation control unit 42 Failure analysis operation screen generation unit

Claims (12)

Failure information storage means for storing the classification information of the symptoms of the failure that has occurred in the managed system and a log of coping operations performed on the failure;
A trouble handling support means for displaying a series of screens including at least a screen for displaying information on the trouble that has occurred and a screen for prompting the operator to select the content of the trouble handling, and collecting information on operations by the operator;
Based on the operation information collected by the trouble handling support means by the operator, a handling history information record management means for storing in the fault information storage means a log relating to each operation performed at the time of handling the trouble by the operator;
Based on the information stored in the failure information storage means, a series including at least a screen for displaying a list of each failure that has occurred in the past and a screen for displaying a log regarding each operation performed at the time of handling the failure. A system operation management support apparatus comprising failure analysis support means for displaying the screen of the system. A system status monitoring unit that monitors a symptom of a failure that has occurred in a managed system and a status of the fault handling for the fault, and outputs the monitored symptom and the status of the fault handling to a fault handling support unit;
The system operation management support apparatus according to claim 1, wherein the failure handling support unit displays the failure symptom and the status of the failure handling output by the system state monitoring unit in a screen that displays information on the failure that has occurred. The handling history information record management unit deletes a log corresponding to the interrupted operation from the fault information storage unit when information indicating operation interruption is collected by the failure handling support unit. System operation management support device. The failure analysis support means updates the classification information stored by the failure information storage means so that the symptom classified as an unknown failure is classified as a known failure according to an operation by the operator,
The failure handling support means refers to the classification information, and displays the failure in which the symptom occurring in the managed system is classified in the screen displaying the information of the failure that has occurred. The system operation management support apparatus according to any one of the above. An operation screen rule storage unit that stores an operation screen rule that defines a display mode of a screen displayed by the failure handling support unit;
A failure handling operation screen generation unit that generates a specified screen by referring to an operation screen rule corresponding to the screen specified by the failure handling support unit,
The system operation management support device according to any one of claims 1 to 4, wherein the failure analysis support means updates the operation screen rule stored in the operation screen rule storage means in accordance with an operation by the operator. . The failure analysis support means is an operation screen rule editing screen that displays an editing screen with restrictions on the operation screen rule editing operation for newly displaying a button for instructing screen transition, and the operation screen rule. The system operation management support apparatus according to claim 5, which prompts an editing operation. The operation screen rule storage means stores the operation screen rule that defines the display mode of the screen displayed by the failure analysis support means, together with the operation screen rule that defines the display mode of the screen displayed by the failure handling support means,
A failure analysis operation screen generation unit that generates a specified screen by referring to an operation screen rule corresponding to the screen is specified by the failure analysis support unit,
The system operation management support apparatus according to claim 5 or 6, wherein the failure analysis support means updates the operation screen rule stored in the operation screen rule storage means in accordance with an operation by the operator. The failure information storage means stores the classification information of the failure symptom that has occurred in the managed system and the log of coping operations performed on the failure,
The troubleshooting support means displays a series of screens including at least a screen that displays information on the failure that has occurred and a screen that prompts the operator to select the content of the troubleshooting, and collects information on operations performed by the operator. ,
The handling history information record management means stores, in the fault information storage means, a log relating to each operation performed at the time of handling the fault by the operator based on the operation information collected by the fault handling support means.
Based on the information stored in the failure information storage unit, the failure analysis support unit displays at least a screen that displays a list of each failure that has occurred in the past, and a log relating to each operation performed during the failure handling A system operation management support method characterized by displaying a series of screens including a screen to be displayed. A fault handling apparatus capable of accessing fault information storage means for storing classification information of symptoms of faults occurring in a managed system and a log of coping operations performed on the faults,
A series of screens including at least a screen for displaying information on the failure that has occurred and a screen for prompting the operator to select content for handling the failure are output to the display device, and information on the operation by the operator on the display device Fault handling operation control means for collecting
A handling history information record management means for storing, in the fault information storage means, a log relating to each operation performed at the time of handling the fault by the operator based on the information of the operation by the operator collected by the fault handling operation control means. A failure handling apparatus characterized by comprising. A failure analysis device capable of accessing failure information storage means for storing classification information of symptoms of failure that occurred in a managed system and a log of coping operations performed on the failure,
Based on the information stored in the failure information storage means, a series including at least a screen for displaying a list of each failure that has occurred in the past and a screen for displaying a log regarding each operation performed at the time of handling the failure. A failure analysis apparatus characterized by comprising failure analysis operation control means for outputting the above screen to a display device. A system operation management support program installed in a computer capable of accessing failure information storage means for storing classification information of symptom symptoms of a failure that has occurred in a managed system and a log of coping operations performed on the failure,
In the computer,
A series of screens including at least a screen for displaying information on the failure that has occurred and a screen for prompting the operator to select content for handling the failure are output to the display device, and information on the operation by the operator on the display device Troubleshooting operation control processing for collecting faults, and logs relating to individual operations performed at the time of troubleshooting by the operator based on the operation information collected by the operator in the failure handling operation control processing. A system operation management support program for executing the handling history information record management process stored in the system. A system operation management support program installed in a computer capable of accessing failure information storage means for storing classification information of symptom symptoms of a failure that has occurred in a managed system and a log of coping operations performed on the failure,
In the computer,
Based on the information stored in the failure information storage means, a series including at least a screen for displaying a list of each failure that has occurred in the past and a screen for displaying a log regarding each operation performed at the time of handling the failure. System operation management support program for executing failure analysis operation control processing to output the above screen to the display device.

Images