JP2007207169A - Operation monitoring work support apparatus - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To solve the problem that conventionally, an operator is not instructed to report progress to a customer by interrupting a fault recovery operation procedure, thereby causing operation error and omission since only a work procedure is distributed to the operator and there is no mechanism of managing work items and work time. <P>SOLUTION: This apparatus is provided with a navigation control part and a navigation management part. The navigation control part is composed of: a navigation execution part which displays an operation procedure from a navigation information generation part which detects operation procedure information to a fault with a computer device fault detection signal of a monitoring device on a screen of the operator and which receives information of start or completion of fault recovery work according to the screen operation by the operator; a work management part which manages working time in the work item being implemented; a regular work management part which manages a start time of regular work except for the work item being implemented; and a timer part giving information when a setting time comes. The navigation management part starts the navigation control part and displays a message from the navigation control part on a screen for a supervisor. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to an operation monitoring business support technique for managing a failure recovery response job when a failure occurs in a router or server in a computer device.

  The conventional technology, for example, as disclosed in Japanese Patent Application Laid-Open No. 2004-145715, receives fault data of a fault that has occurred in a computer device from the computer device, analyzes the fault data, and identifies a faulty component A work instruction according to whether the failure means can be identified by the identification means and the failure component identification means is selected from a database and distributed to the portable terminal of the operator (denoted as a maintenance worker in the prior art) Had a delivery means.

JP 2004-145715 A "Computer Maintenance System and Maintenance Method"

  In the prior art, there is no mechanism for managing the work items and work time that the operator is working only by distributing a work instruction showing the work procedure to the operator. For this reason, work performed by interrupting the normal work procedure for recovering the failure, for example, after the primary contact to the customer after detecting the failure, the recovery progress is notified to the customer every predetermined time (for example, 30 minutes). For work such as periodic contact, it is impossible to give work instructions to the operator, and there is a problem that an operator's work error or work leakage occurs.

  The present invention has been made to solve the above-described problems. In addition to the management of the operator's normal failure recovery response work, the interruption work such as periodic communication of the recovery process to the customer is performed. The start timing and work contents are managed, and the work is instructed to the operator at the necessary timing in conjunction with the implementation status of the normal failure recovery response work according to the failure that has occurred. This eliminates operator mistakes and omissions, and speeds up failure handling and improves work quality.

The operation monitoring business support apparatus according to the present invention includes a navigation information generation unit, a navigation management unit, and a navigation control unit,
The navigation information generation unit detects a failure that has occurred in the computer device, and generates navigation information from the incident information from the monitoring device that outputs the incident information and the operation procedure information corresponding to the incident retrieved from the operation procedure information database And
The navigation management unit is configured to start the navigation control unit for each incident information from the navigation information generation unit and to display the message from the navigation control unit on the supervisor screen.
The navigation control unit displays a failure response procedure for the incident on the operator screen from the navigation information, and notifies the navigation management unit of a work progress message according to the operator's screen operation;
A work management unit that performs work time management of work items being performed by the operator;
A periodic work management unit for managing the start timing and work contents of the periodic work periodically performed at predetermined time intervals other than the work items performed by the operator;
The timer unit is configured to notify when the time set by the work management unit or the periodic work management unit is reached.

  According to the operation monitoring business support apparatus according to the present invention, when a failure occurs in a router, server, etc. of a computer device, for example, the operator makes a primary contact with the customer for the failure recovery, for example, separately from the management of the failure recovery handling work normally performed by the operator. After the implementation, interrupt the failure recovery work that is continued by the operator, manage the work start timing and work content such as regularly contacting the customer in 30 minute units, depending on the failure that occurred, In conjunction with the state of implementation of normal failure recovery operations, it is possible to instruct the operator at the required timing and notify the operator at the timing to implement it, eliminating operator errors and omissions, It is possible to speed up fault response and improve work quality.

Embodiment 1 FIG.
FIG. 1 is a block diagram showing Embodiment 1 of the present invention.
The monitoring device 200 detects an abnormality in the monitoring target 100 such as a router or a server, generates incident information, and notifies the operation monitoring business support device 1.
The operator screen 600 is a terminal screen used by an operator who performs primary response processing for the incident of the monitoring target 100, and the supervisor screen 700 is a terminal used by the supervisor who performs operator response status monitoring for all incidents. It is a screen.

The operation monitoring business support device 1
An operation procedure information DB 10 for managing operation procedure information relating to an operator's failure handling procedure;
A navigation information generation unit 300 that receives incident information notified from the monitoring device 200 and generates navigation information for managing a failure handling procedure corresponding to the incident from the corresponding operation procedure information in the operation procedure information DB 10; ,
A navigation information DB 20 for managing the generated navigation information;
A navigation control unit 500 that performs a screen display instruction and work time management of the incident response procedure for the incident according to the navigation information;
The system includes a navigation management unit 400 that receives incident information from the navigation information generation unit 300, activates the navigation control unit 500 for each incident information, and displays a message from the navigation control unit 500 on the supervisor screen 700.

Furthermore, the navigation control unit 500 activated by the navigation management unit 400 for each incident information from the navigation information generation unit 300
A navigation information storage unit 550 that stores navigation information corresponding to incidents from the navigation information DB 20;
A navigation execution unit 510 that displays a failure handling procedure for an incident on the operator screen 600 from the navigation information and notifies a message of work progress to the navigation management unit 400 according to the operator's screen operation.
A work management unit 520 that performs work time management of work items being executed by the operator;
A regular work management unit 530 for managing the start timing and work time of regular work other than work items performed by the operator;
The timer unit 540 is configured to notify when the set time is reached.

Next, the operation will be described.
The monitoring device 200 detects an abnormality that has occurred in the monitoring target 100 such as a router or a server, and notifies the navigation information generation unit 300 as incident information. When the incident information is notified from the monitoring device 200, the navigation information generation unit 300 searches the operation procedure information DB 10 for operation procedure information associated with the host name of the monitoring target and the failure message included in the incident information. . Further, the navigation information generation unit 300 generates navigation information from the incident information and the operation procedure information obtained from the operation procedure information DB 10, stores the navigation information in the navigation information DB 20, and notifies the navigation management unit 400 of the incident information.

  The navigation information includes the individual work navigation information that defines the failure recovery work shown in FIG. 2 and the periodic failure recovery work performed by interrupting the individual failure recovery work shown in FIG. 3, for example, 30 minutes. Consists of periodic work navigation information that defines work such as regularly reporting progress to customers in units. If there is no work to be interrupted, no periodic work navigation information is generated.

  When the incident information is notified from the navigation information generation unit 300, the navigation management unit 400 notifies the supervisor screen 700 of the incident information and activates the navigation control unit 500 at the same time.

  The navigation control unit 500 activated by the navigation management unit 400 first calls the navigation execution unit 510. The navigation execution unit 510 reads navigation information corresponding to the incident information from the navigation information DB 20, stores it in the navigation information storage unit 550, and displays an operation procedure for handling the failure of the navigation information on the operator screen 600. Next, the navigation execution unit 510 activates the work management unit 520, and when the regular work navigation information is generated in the navigation information, the regular work management unit 530 is activated, and the operator screen 600, the work management unit 520, the regular work management. Wait for an event notification from the unit 530. In addition, the activated work management unit 520 and periodic work management unit 530 wait for notifications from the outside.

When the start of work is notified from the operator screen 600 due to an operator's operation or the like, the navigation execution unit 510 displays information on the work item such as help information from the corresponding individual or periodic work navigation information on the operator screen 600. .
Next, the work management unit 520 is notified of the start of work, and the work management unit 520 sets a timer value with a value of 75% of the work target time defined by the corresponding navigation information, starts the timer unit 540, and executes navigation. It waits for notification from the unit 510 and the timer unit 540.
When the work item is a regular work, the navigation execution unit 510 notifies the regular work management unit 530 of the start of the regular work. The periodic work management unit 530 temporarily resets the timer unit 540 that is activated in response to the periodic work, and again starts the next periodic work from the previous periodic work, which is defined by the periodic work navigation information. A timer value is set at a value of 75% of the time until the timer is started, the timer unit 540 is started, and notifications from the navigation execution unit 510 and the timer unit 540 are awaited.

When the end of work is notified from the operator screen 600 due to an operator's operation or the like, the navigation execution unit 510 notifies the work management unit 520 of the end of work, and the work management unit 520 starts corresponding to the work. The timer unit 540 is reset.
When the regular work management unit 530 is activated, the navigation execution unit 510 notifies the regular work management unit 530 of the end of the work. Upon receiving the notification, the periodic task management unit 530 searches the periodic task navigation information for a periodic task associated with the notified task, and if there is a corresponding task, the corresponding task execution interval. A timer value is set at a value of 75% of time (time from the previous periodic work to the start of the next periodic work), the timer unit 540 is started, and notifications from the navigation execution unit 510 and the timer unit 540 are awaited. .
When there is no periodic work associated with the notified work, the system waits for notification from the navigation execution unit 510 and the timer unit 540.

  In the periodic work management unit 530, when the timer unit 540 is notified of the timer value set to 75% of the execution interval time of the corresponding work, the periodic operation execution interval time (from the previous periodic operation to the next A timer value is set at a value of 90% of the time until the regular work is started), the timer unit 540 is activated, and a regular work start instruction is notified to the navigation execution unit 510. The navigation execution unit 510 displays the execution of regular work on the operator screen 600.

  In the regular work management unit 530, when there is no notification of the start of the regular work from the navigation execution unit 510 and the timer unit 540 is notified of the timer out again, the regular work management unit 530 notifies the navigation execution unit 510 of the periodic work start instruction again. The navigation execution unit 510 displays the execution of regular work on the operator screen 600.

  In the work management unit 520, when a timer out is notified from the timer unit 540, the timer value is set to 90% of the target work time, the timer unit 540 is activated, and a timeout is notified to the navigation execution unit 510. The navigation execution unit 510 displays a timeout on the operator screen 600 and also displays a timeout on the supervisor screen 700 via the navigation management unit 400.

  In the work management unit 520, when the navigation execution unit 510 does not notify the end of the work and the timer unit 540 notifies the timer out again, the work management unit 520 notifies the navigation execution unit 510 of the timeout again. The navigation execution unit 510 displays a timeout on the operator screen 600 and also displays a timeout on the supervisor screen 700 via the navigation management unit 400.

  When completion of all work is notified from the operator screen 600 due to an operator's operation or the like, the navigation execution unit 510 notifies the work management unit 520 of completion of all work. The work management unit 520 resets the activated timer unit 540 and ends the work. When the regular work management unit 530 is activated, the navigation execution unit 510 notifies the regular work management unit 530 of the end of the work, and the regular work management unit 530 similarly activates the timer unit 540 that is activated. To finish the work.

  The operation flows of the navigation execution unit 510, the work management unit 520, and the regular work management unit 530 are shown in FIGS. 4, 5, and 6, respectively.

  With the operation monitoring work support apparatus according to the first embodiment described above, in the trouble recovery support work, for example, after performing the work such as the primary contact with the operator customer, the operator interrupts the trouble recovery support work continued by the operator. It is possible to notify the operator at the timing of carrying out work such as periodically making a progress report to the customer every 30 minutes.

Embodiment 2. FIG.
FIG. 7 is a block diagram showing Embodiment 2 of the present invention. In the second embodiment, in addition to the configuration of the first embodiment, the navigation control unit 500 includes a regular work registration unit 560.
The regular work registration unit 560 obtains information such as a regular work execution interval, a regular work name, and a work number related to the regular work being performed from the navigation execution unit 510 and writes the information into the navigation information storage unit 550.

Next, the operation will be described.
When the operator recognizes that it is necessary to register as a regular work and the regular work registration is notified from the operator screen 600 by an operator's operation, the navigation execution unit 510 performs the regular work received from the operator screen 600 Information on the regular work such as the time interval and the name of the regular work, and information on the currently performed work such as the work number are sent to the regular work registration unit 560.

  The regular work registration unit 560 assigns a new regular work number to the regular work navigation information area stored in the navigation information storage unit 550 shown in FIG. If there is no regular work navigation information and the regular work management unit 530 is not activated, the regular work management unit 530 is activated. Further, the periodic work number of the periodic work navigation information newly generated by the periodic work registration unit 560 is added to the entry of the individual work navigation information of the work currently being performed in the navigation information storage unit 550 shown in FIG.

The operation flow of the periodic work registration unit 550 is shown in FIG.
The periodic work management unit gives an instruction to periodically perform the periodic work in cooperation with the work currently being performed based on the information additionally registered by the periodic work registration unit.

  With the operation monitoring work support apparatus according to the second embodiment described above, in the work for failure recovery, for example, when performing a work item for making a telephone call to a maintenance company or a sales person, the other party is not caught and the telephone is called again after a certain time. It is possible to automatically add work to be performed.

  The present invention is applied to a computer system, and when a failure occurs in a router, a server, or the like, a failure that has occurred is managed by managing the start timing and work contents of an interrupted operation separately from the management of a failure recovery operation normally performed by an operator. Depending on the situation, the operation is instructed to the operator at the necessary timing in conjunction with the implementation status of the normal failure recovery response work, eliminating operator errors and omissions, speeding up failure response and improving work quality It can be done.

It is a block diagram which shows Embodiment 1 of this invention. It is explanatory drawing of the data format of individual operation | movement navigation information. It is explanatory drawing of the data format of regular work navigation information. It is an operation | movement flowchart of a navigation execution part. It is an operation | movement flowchart of a work management part. It is an operation | movement flowchart of a periodic work management part. It is a block diagram which shows Embodiment 2 of this invention. It is an operation | movement flowchart of a regular work registration part.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 1; Operation monitoring work support apparatus, 10; Operation procedure information DB, 20; Navigation information DB, 100; Monitoring target, 200; Monitoring apparatus, 300; Navigation information generation part, 400; Navigation management part, 500; 510; Navigation execution unit, 520; Work management unit, 530; Regular work management unit, 540; Timer unit, 550; Navigation information storage unit, 560; Regular work registration unit, 600; Operator screen, 700; Supervisor screen.

Claims (5)

An operation monitoring business support device that supports recovery work of a failure that has occurred in a computer device, comprising a navigation information generation unit, a navigation management unit, and a navigation control unit,
The navigation information generation unit detects a failure that has occurred in the computer device, and generates navigation information from the incident information from the monitoring device that outputs the incident information and the operation procedure information corresponding to the incident retrieved from the operation procedure information database And
The navigation management unit is configured to start the navigation control unit for each incident information from the navigation information generation unit and to display the message from the navigation control unit on the supervisor screen.
The navigation control unit displays a failure response procedure for the incident on the operator screen from the navigation information, and notifies the navigation management unit of a work progress message according to the operator's screen operation;
A work management unit that performs work time management of work items being performed by the operator;
A periodic work management unit for managing the start timing of the periodic work performed periodically at predetermined time intervals other than the work items being performed by the operator and the work content;
An operation monitoring business support apparatus comprising a timer unit for notifying when a time set by a work management unit or a periodic work management unit is reached.   2. The operation monitoring service according to claim 1, wherein the periodic work management unit starts time management instructing execution of the periodic work to be performed periodically at a timing when a work item performed by the operator is completed. Support device.   3. The operation monitoring work support apparatus according to claim 1, wherein the periodic work management unit notifies the operator of a work instruction when a certain percentage of the time interval of the periodic work to be performed is reached. A navigation information storage unit for storing navigation information in the navigation control unit;
2. The operation monitoring work support apparatus according to claim 1, further comprising a periodic work registration unit for registering a periodic work associated with a work item being executed by an operator in a navigation information storage unit.   5. The periodic work management unit instructs the periodic work to be performed periodically in cooperation with the work currently being performed based on the information additionally registered by the periodic work registration unit. Operation monitoring business support device.

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