JP2008197698A - Integrated maintenance support system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To automatically achieve restoration from the occurrence of a failure. <P>SOLUTION: A failure monitoring and reporting device 130 detects a failure occurring in a computer system, reports it to a maintenance status monitoring device 140, collects all logs, and sends them. An analysis device specifies a cause of the failure and suspicious parts based on the logs for output. A physical distribution device searches for the stock of the parts and sends a replacement procedure manual to the terminal of a maintenance person. Also, the maintenance person arranges for the parts so that the parts arrive on the determined date of treatment. Once these operations complete, the maintenance status monitoring device 140 registers the completion of the operation and the analysis device 100 updates an example database 104 if necessary. <P>COPYRIGHT: (C)2008,JPO&INPIT

Description

  The present invention relates to a general maintenance support system, and in particular, when a failure occurs in the system, the progress until the failure is recovered is monitored, the cause of the failure is analyzed according to the content of each failure, and parts and maintenance personnel are arranged. The present invention relates to a comprehensive maintenance support system that performs automatically.

An example of a conventional maintenance system is described in Patent Document 1. As shown in FIG. 16, this conventional maintenance system includes a maintenance device 20, a customer system 10, and a maintenance staff terminal 30. The maintenance device 20 includes a configuration database (DB) 21, a maintenance DB 22, a maintenance DB 23, a DB registration unit 24, and a diagnosis processing unit 25. The conventional maintenance system having such a configuration operates as follows. That is, the diagnosis of the monitoring target device is executed by the diagnosis program of the diagnosis processing unit 25 in the maintenance device 20, and when the abnormality is detected, the maintenance result is notified to the maintenance staff terminal 30.
JP 2003-345622 A

However, according to the conventional technique, when a failure occurs in the system, a maintenance staff operates the maintenance staff terminal 30 to input a command in the field, saves the output result, and transmits it to the failure support department. Was sending fault information. In addition, the failure support department visually confirms the sent information, analyzes it manually, contacts the local maintenance staff, and then arranges the parts so that the failure can be recovered. It took a lot of time. In addition, even if the problem was newly discovered as a result of the analysis, a request for support from the system development department or the manufacturing department was made verbally. Therefore, there is a problem that the efficiency is low and it takes a long time to recover from the failure.
The present invention has been made in view of such a situation, and processing from failure occurrence to failure recovery is performed automatically and collectively without human intervention, the progress until recovery is monitored, and the time until recovery is determined. The purpose is to shorten.

The comprehensive maintenance support system according to claim 1 is a comprehensive maintenance support system that detects a failure of a computer system connected to a network and performs recovery processing, and detects a failure in the computer system. A notification means for notifying the occurrence of a failure to a terminal possessed by maintenance personnel, a log collecting means for collecting a log when the failure occurs, an analysis means for analyzing the cause of the failure based on the log, a failure A search means for searching for the inventory status of the part that caused the problem, a parts arrangement means for arranging the part, and a transmission means for transmitting a replacement procedure of the part to the maintenance staff. .
Further, an elapsed time monitoring means for measuring and monitoring an elapsed time from the occurrence of the failure, an informing means for informing every time a predetermined time elapses, and a registration means for registering the completion time of the cause analysis of the failure Can be provided.
Further, it may further comprise a calculation means for calculating the arrival time of the part.
Further, a database for storing a replacement procedure for each part may be further provided, and the transmission unit may transmit the replacement procedure acquired from the database.
The comprehensive maintenance support method according to claim 5 is a comprehensive maintenance support method for detecting a failure of a computer system connected to a network and performing a recovery process, and detecting a failure in the computer system. A notification step for notifying the occurrence of a failure to a terminal owned by a maintenance staff, a log collection step for collecting a log when a failure occurs, an analysis step for analyzing the cause of the failure based on the log, and a failure A search step for searching for the inventory status of the component that caused the problem, a component arrangement step for arranging the component, and a transmission step for transmitting a replacement procedure for the component to the maintenance staff. .
And an elapsed time monitoring step for measuring and monitoring an elapsed time from the occurrence of the failure, a notification step for notifying every time a predetermined time elapses, and a registration step for registering the completion time of the cause analysis of the failure. Can be provided.
In addition, a calculation step of calculating the arrival time of the part can be further provided.
Further, a database for storing a replacement procedure for each part may be further provided, and the replacement procedure acquired from the database may be transmitted in the transmission step.
An integrated maintenance support program according to claim 9 is an integrated maintenance support program in an integrated maintenance support system that detects a failure of a computer system connected to a network and performs recovery processing, and detects occurrence of a failure in the computer system. A failure detection step to detect, a notification step to notify the occurrence of a failure to a terminal possessed by maintenance personnel, a log collection step to collect a log when a failure occurs, and analysis of the cause of the failure based on the log An analysis step, a search step for searching for an inventory status of a component causing a failure, a component arrangement step for arranging the component, and a transmission step for transmitting a replacement procedure for the component to the maintenance staff It is characterized in that it is executed by a general maintenance support system.
And an elapsed time monitoring step for measuring and monitoring an elapsed time from the occurrence of the failure, a notification step for notifying every time a predetermined time elapses, and a registration step for registering the completion time of the cause analysis of the failure. Can be provided.
In addition, a calculation step of calculating the arrival time of the part can be further provided.
Further, a database for storing a replacement procedure for each part may be further provided, and the replacement procedure acquired from the database may be transmitted in the transmission step.

  According to the present invention, the cause of a failure occurring in a computer system can be analyzed, parts and maintenance personnel can be automatically arranged, and the time to recovery can be shortened.

  Next, the configuration of the embodiment of the present invention will be described in detail with reference to the drawings. Referring to FIG. 1, a first embodiment of a maintenance support system to which the present invention is applied includes an analysis apparatus 100 that is a computer (central processing unit; processor; data processing unit) that operates under program control, and analysis support. The apparatus 110, the physical distribution apparatus 120, the failure monitoring and reporting apparatus 130, the maintenance status monitoring apparatus 140, and the analysis support department 160 are connected to each other via the Internet, and various data and Commands can be sent and received. The maintenance staff 150 has a portable terminal 151 (to be described later) that can be connected to the Internet, and performs maintenance of the maintenance system using the portable terminal 151. The failure monitoring notification device 130 can be installed at a place where the user's computer system is installed.

  As shown in FIG. 2, the analysis apparatus 100 includes a comprehensive analysis program 101, a hardware failure analysis program 102, a software failure analysis program 103, and a case database 104.

  Each of these programs generally operates as follows. Based on the output results of the hardware failure analysis program 102 and the software failure analysis program 103, the comprehensive analysis program 101 determines whether the event causing the failure is in hardware, software, or analysis is impossible. Judging comprehensively.

  The hardware failure analysis program 102 analyzes from the viewpoint of hardware from the data (log data) received from the failure monitoring notification device 130, and determines whether or not an abnormality is detected by the hardware. The software failure analysis program 103 analyzes from the viewpoint of software from the data (log data) received from the failure monitoring notification device 130, and determines whether or not an abnormality is detected by the software. The case database 104 stores past failure cases and data necessary for analysis.

  As shown in FIG. 3, the analysis support apparatus 110 includes a support request destination determination program 111 and an analysis / support destination database 112. Each of these operates as follows. The support request destination determination program 111 determines the support request destination for the currently occurring failure recovery with reference to the analysis / support destination database 112. The analysis / support destination database 112 stores the contact information of the analysis support department 160 at each failure location.

  As shown in FIG. 4, the distribution apparatus 120 includes an arrival time calculation program 121, an ordering program 122, an exchange procedure creation program 123, an inventory database 124, and an exchange procedure database 125. Each of these operates as follows.

  The arrival time calculation program 121 calculates how many parts that need to be replaced arrive at the site based on the parts inventory status of each distribution center stored in the inventory database 124. The ordering program 122 updates the inventory database 124 and performs each physical distribution process when there is a part take-out request. The replacement procedure creation program 123 refers to the replacement procedure database 125, creates a replacement procedure document indicating the replacement procedure of the taken-out component, and distributes it. The inventory database 124 stores the parts inventory status of each distribution center. The replacement procedure database 125 stores a procedure for replacing each component.

  As shown in FIG. 5, the failure monitoring notification device 130 includes a failure monitoring program 131, a life / death monitoring program 132, a log collection program 133, and a failure determination criterion database 134. Each of these operates as follows.

  The failure monitoring program 131 monitors information (such as logs) of each computer system and the state of the system. The life and death monitoring program 132 monitors whether each computer system is operating or stopped. The log collection program 133 collects all logs related to the system. The failure judgment reference database 134 stores a message when a failure occurs in the monitored system.

  As shown in FIG. 6, the maintenance status monitoring apparatus 140 includes an elapsed time monitoring program 141, an unrestored notification destination determination program 142, and each related department database 143. Each of these operates as follows.

  The elapsed time monitoring program 141 records the elapsed time since the failure occurred. For example, if there is no failure completion report even after two hours have passed, the non-restored report destination determination program 142 determines a department to notify to that effect. Each related department database 143 stores the contact information of the analysis support department 160 and the maintenance department.

  The maintenance staff 150 has a portable terminal 151 as shown in FIG. Each of these operates as follows. The portable terminal 151 receives data corresponding to the analysis result, the suspected part, the inventory status of the part, and the replacement procedure after the failure occurs. It also sends parts arrangements and failure completion reports. The maintenance staff 150 operates the mobile terminal 151 as appropriate.

  As shown in FIG. 8, the analysis support department 160 includes a maintenance staff and a mobile terminal 161 possessed by the maintenance staff. Each of these operates as follows. The mobile terminal 161 is used for receiving log data. The maintenance staff of the analysis support department 160 operates the mobile terminal 161 as appropriate.

  Next, the operation of the first exemplary embodiment of the present invention will be described in detail with reference to the flowcharts of FIGS. 1 to 8 and FIG.

First, the failure monitoring program 131 of the failure monitoring notification device 130 that monitors all computer systems detects an abnormality (failure) in the computer system (step A1 in FIG. 9). Next, failure information indicating that a failure has occurred is transmitted to the maintenance status monitoring device 140 (step A2).
Next, the elapsed time monitoring program 141 of the maintenance status monitoring apparatus 140 that has received the failure information indicating the occurrence of the failure is started, and measurement and monitoring of the elapsed time from the occurrence of the failure is started (step A3). At this time, the failure occurrence time can be registered in a predetermined database. Further, failure information indicating the occurrence of the failure is transmitted to the maintenance staff 150 (step A4).

  Next, the log collection program 133 in the failure monitoring and reporting device 130 that has detected the abnormality of the computer system executes the log collection for all the computer systems connected to the Internet shown in FIG. 1 (step A5).

  The collected log is transmitted to the analysis apparatus 100. The analysis apparatus 100 that has received the log analyzes by using the hardware failure analysis program 102 and the software failure analysis program 103 based on past failure cases stored in the case database 104 and data necessary for the analysis. (Step A6). In this case, it is assumed that the analysis result is normally calculated and that the hardware is a failure (hard disk power supply unit failure).

  In this case, it is analyzed by the hardware failure analysis program 102 that the hard disk power supply has become incapable of supplying power. Conversely, the software failure analysis program 103 cannot write, so that a result indicating that the device has been rebooted is output. Shall be. Based on the analysis results of both the hardware failure analysis program 102 and the software failure analysis program 103, the comprehensive analysis program 101 calculates the analysis result and determines that there is a hard disk failure (step A7).

  Next, the analysis apparatus 100 transmits data including information indicating the hard disk failure (analysis result) and information about the type of the corresponding hard disk (suspected part) to the maintenance status monitoring apparatus 140 (step A8). . The maintenance status monitoring apparatus 140 that has received the analysis result registers the analysis completion time in a predetermined database by the elapsed time monitoring program 141, and transfers the received data to the physical distribution apparatus 120 (step A9).

  The physical distribution device 120 that has received the data indicating the analysis result and the component information searches the inventory status of the hard disk that is the suspected component with reference to the inventory database 124 (step A10). Next, the replacement procedure database 125 is referred to by the replacement procedure creation program 123, and a replacement procedure document for instructing a replacement work procedure for parts that need to be replaced is created (step A11). The created replacement procedure manual, replacement parts, and data indicating the inventory status of the parts are transmitted to the maintenance staff 150 (step A12).

  The maintenance staff 150 receives, at the portable terminal 151, failure part information including data indicating a replacement procedure, data indicating replacement parts, and data indicating the inventory status of the parts (step A13). The maintenance staff 150 who has received this data at the portable terminal 151 contacts the person in charge of the user and adjusts the schedule (treatment date / time) of the replacement work (step A14). Next, the distribution device 120 is instructed from the mobile terminal 151 (orders the parts) so that the parts arrive at the user destination on the schedule determined by the user destination.

  Receiving the parts dispatch instruction, the logistics apparatus 120 accepts the order by the ordering program 122, places the parts order to the logistics system, the inventory database 224 records that the hard disk has been taken out, and the inventory database 224 is updated. (Step A15).

  After completing the replacement date and time adjustment, the maintenance staff 150 heads for the work date and time, and replaces the hard disk that has arrived based on the already received replacement procedure (step A16). When there is no problem and the work is completed and recovered within 2 hours (step A17), a work completion report is transmitted from the portable terminal 151 to the maintenance status monitoring device 140 (step A18).

  The maintenance status monitoring apparatus 140 that has received the work completion report registers data indicating that the work has been completed by the elapsed time monitoring program 141, and closes this case (step A19). Next, the received data (work completion report) is transferred to the analysis apparatus 100.

  Finally, the analysis apparatus 100 receives the work completion report (step A20), determines that there is no error in the data calculated in the primary analysis, and does not particularly update the case database 104 (step A21).

  Next, effects of the first exemplary embodiment of the present invention will be described. In the first embodiment of the present invention, manual intervention is performed so that only the maintenance staff 150 is performed. Therefore, all other operations can be automated. Further, in the first embodiment of the present invention, since the cause of the failure is determined from the log collected by the failure monitoring notification device 130, the log collection at the site by the maintenance staff 150, Analysis man-hours can be reduced. In addition, after selecting the suspected parts, the parts are arranged, and the replacement procedure is sent to the maintenance staff 150. Therefore, it is possible to reduce the man-hours required for the parts arrangement and replacement work by the maintenance staff 150 at the site. it can. Also, when the analysis device 100 determines that the analysis is difficult due to the content of the failure, after determining the failure status, the analysis support device 110 retrieves the support request destination from the analysis / support destination database 112 and automatically selects it, The log data is transmitted to the analysis support department 160 selected as the support destination and a support request is made. For this reason, unnecessary communication to other than the related department can be suppressed.

  Next, the configuration of the second exemplary embodiment of the present invention will be described in detail with reference to the drawings. Referring to FIG. 10, the configuration of the second embodiment of the present invention is a computer (central processing unit; processor; data processing unit) that operates under program control, that is, a failure monitoring / report analysis device 200 and a logistics device 220. A maintenance staff 230 and an analysis support department 240. The failure monitoring report analysis device 200 can be installed at a place where a user's computer system is installed.

  As shown in FIG. 11, the failure monitoring notification analysis device 200 includes a comprehensive analysis program 201, a hardware failure analysis program 202, a software failure analysis program 203, a support request destination determination program 204, a failure monitoring program 205, Life and death monitoring program 206, log collection program 207, elapsed time monitoring program 208, unrestored notification destination determination program 209, case database 210, analysis / support destination database 211, failure determination criterion database 212, Related department database 213. Each of these operates as follows.

  The comprehensive analysis program 201 comprehensively judges the output results of the hardware failure analysis program 202 and the software failure analysis program 203, and determines whether the failure event is hardware, software, or analysis is impossible. Make a decision.

  The hardware failure analysis program 202 analyzes from the viewpoint of hardware based on the data (log data) received from the log collection program 207, and determines whether or not an abnormality is detected by the hardware. The software failure analysis program 203 performs analysis from the viewpoint of software based on the data (log data) received from the log collection program 207, and determines whether or not an abnormality is detected by the software. The case database 210 stores past failure cases and data necessary for analysis.

  The support request destination determination program 204 refers to the analysis / support destination database 211 to determine the support request destination for the currently occurring failure recovery. The analysis / support destination database 211 stores contact information such as the analysis support department 240 at each failure location.

  The failure monitoring program 205 monitors information (log) of each computer system and the state of the system. The life and death monitoring program 206 monitors whether each computer system is operating or stopped. The log collection program 207 collects all logs related to the system. The failure judgment reference database 212 stores a message when a failure occurs in the monitored system.

  The elapsed time monitoring program 208 measures and records the elapsed time since the failure occurred. Furthermore, the time when the failure occurs can be recorded. For example, when there is no failure completion report even after 2 hours, the reporting destination determination program 209 at the time of non-recovery determines a department to notify to that effect. Each related department database 213 stores contact information of the analysis support department 240 and the maintenance department.

  As shown in FIG. 12, the logistics apparatus 220 includes an arrival time calculation program 221, an ordering program 222, an exchange procedure creation program 223, an inventory database 224, and an exchange procedure database 225. Each of these operates as follows.

  The arrival time calculation program 221 calculates how many parts that need to be replaced arrive at the site based on the parts inventory status of each distribution center stored in the inventory database 224. The ordering program 222 updates the inventory database 225 and performs each physical distribution process when there is a part take-out request.

  The replacement procedure creation program 223 refers to the replacement procedure database 225, creates a replacement procedure for the taken-out component, and distributes it. The inventory database 224 stores the parts inventory status of each distribution center. The replacement procedure database 225 stores data indicating the replacement procedure for each component.

  The maintenance staff 230 includes a portable terminal 231 as shown in FIG. Each of these operates as follows. The mobile terminal 231 receives the analysis result, the suspected part, the inventory status of the part, and data indicating the replacement procedure after the failure occurs. It also sends parts arrangements and failure completion reports. The maintenance staff 230 appropriately operates the portable terminal 231 so that these processes are executed.

  The analysis support department 240 includes a mobile terminal 241 as shown in FIG. Each of these operates as follows. The mobile terminal 241 is used for receiving log data.

  Next, the operation of the second exemplary embodiment of the present invention will be described in detail with reference to the flowcharts of FIGS. 10 to 14 and FIG.

  First, the failure monitoring program 205 in the failure monitoring notification analysis apparatus 200 that monitors all computer systems connected to the Internet shown in FIG. 10 detects an abnormality in the computer system (step B1 in FIG. 15). Next, data indicating that a failure has occurred is transferred to the elapsed time monitoring program 208 (step B2).

  Next, the elapsed time monitoring program 208 that has received this data is activated, and starts measuring and monitoring the elapsed time since the occurrence of the failure (step B3). At this time, the failure occurrence time can be registered in a predetermined database. Further, data indicating the occurrence of the failure is transmitted to the portable terminal 231 of the maintenance staff 230 (step B4). Log collection of all connected systems (each computer system shown in FIG. 10) is performed by the log collection program 207 (step B5). The collected logs are analyzed based on the case database 210 by the hardware failure analysis program 202 and the software failure analysis program 203 (step B6).

  In this case, it is assumed that the analysis result is normally calculated and that the hardware is a failure (hard disk power supply unit failure). In this case, it is analyzed by the hardware failure analysis program 202 that the power supply cannot be supplied in the hard disk power supply portion. Conversely, the software failure analysis program 203 outputs a result indicating that the device has been rebooted because writing is impossible. Shall.

  Based on the analysis results of both the hardware failure analysis program 202 and the software failure analysis program 203, the comprehensive analysis program 201 calculates the analysis results and determines that there is a hard disk failure (step B7). Data indicating the hard disk failure (analysis result) and the type of the corresponding hard disk (suspected part) is passed to the elapsed time monitoring program 208 (step B8).

  The elapsed time monitoring program 208 registers the analysis completion time in a predetermined database, and transfers the received data to the physical distribution device 220 (step B9). The logistics apparatus 220 that has received the analysis result and the component information (the suspected component (in this case, information such as the type of the hard disk)) refers to the inventory database 224 and searches for the inventory status of the hard disk (step B10).

  Next, the replacement procedure creation program 223 refers to the replacement procedure database 225 and creates a replacement procedure document indicating a replacement work procedure for parts that need replacement (step B11). Next, data indicating the replacement procedure, replacement parts, inventory status of the parts, etc. is transmitted to the portable terminal 231 of the maintenance staff 230 (step B12).

  The maintenance staff 230 receives the data indicating the replacement part, the inventory status, the replacement procedure manual, etc. at the portable terminal 231 (step B13). The maintenance staff 230 who has received the data uses the portable terminal 231 to contact the person in charge of the user and adjusts the schedule of the replacement work (step B14). Next, the portable terminal 231 instructs the physical distribution device 220 to arrive at the part on the determined schedule.

  Upon receiving the parts dispatch instruction, the logistics apparatus 220 accepts the ordering by the ordering program 222, places the parts order to the logistics system, the inventory database 224 records that the hard disk has been taken out, and the inventory database 224 is updated. (Step B15).

  After completing the replacement date and time adjustment, the maintenance staff 230 heads for the work date and time, and replaces the hard disk that has arrived based on the received replacement procedure (step B16). Without any problem, for example, the work is completed within 2 hours (step B17), and a work completion report is transmitted from the portable terminal 231 to the failure monitoring notification analyzing apparatus 200 (step B18).

  The failure monitoring report analysis apparatus 200 that has received the work completion report registers the work completion by the elapsed time monitoring program 208 and closes this case (step B19). Next, the received data (work completion report) is transferred to the comprehensive analysis program 201. The comprehensive analysis program 201 receives the work completion report (B20), and finally determines that there is no error in the data calculated in the primary analysis, and does not particularly update the case database 210 (step B21).

  In the failure analysis, it is possible to comprehensively analyze whether the failure event is hardware (H / W) or software (S / W). For example, in a UNIX (registered trademark) machine, the H / W side log is first checked, and if the suspicion cannot be identified, dump analysis, that is, analysis from the S / W side is required. Therefore, for this part, if analysis can be performed from the H / W side log in all collected logs, H / W is output as a suspicion and the other is output as an S / W failure. .

  Also, when determining the failure analysis support department destination, the support destination is divided into the host system, the disk group, the tape group, and the host S / W depending on the system. Judgment is made individually for each log, and a log is output from the host indicating that the device connected to this path or that the device itself has failed. If the result of failure is output, it can be determined that the support destination is the developer of the disk array device. If any failure is detected on both machines, the support destination can be determined to be both development departments.

  Also, the replacement part arrival time can be calculated as follows, and can be used as a reference for determining the treatment date and time by transmitting it to the maintenance staff 150 (230). First, determine in which district the relevant part is located. If there is a part in the same prefecture as the place where the failure occurred, the arrival time for a "bike flight", for example, is relatively unaffected by road conditions from a database in which map information is registered in advance. To do. This can be determined by the straight line distance between the user's address and the parts center. When the user is in a remote place, for example, the time using a public institution and a motorcycle flight can be calculated. The time from the parts center to public institutions can be registered in the database.

  When creating a replacement procedure for parts replacement, the technical support department registers in advance a replacement procedure corresponding to parts replacement for each part in the database, and when a part (part) is input as input, An exchange procedure corresponding to the part can be output.

  The fault monitoring notification can be performed as follows. A fault monitoring terminal is individually installed, and the fault monitoring terminal sets the destination of error output from each system to the fault monitoring terminal. Monitor the corresponding input signal. When any failure occurs, the failure monitoring terminal senses the occurrence of the failure based on the input signal, accesses each system, and collects all collectable information (log data, etc.). Collect the collected log data in one folder, compress with encryption, and notify by e-mail. The e-mail includes data indicating the occurrence of a failure, log data, failure occurrence time, and the like.

The maintenance elapsed time can be monitored as follows.
-Extract the failure time from the reported content and store it.
-The suspected part is specified and the time when the maintenance staff 150 (230) is notified is stored.
・ Store the work start time.
For example, when 2 hours have passed since each time, the relevant department is notified to that effect. After that, a report is made every hour, and when the recovery is completed, a completion notice is given and the process is terminated.

  As described above, the following effects can be obtained by the first embodiment of the present invention. The first effect is that the number of man-hours for a series of flows can be greatly reduced. The reason is that the time from failure occurrence to parts arrangement can be shortened by automating everything except the processing performed by the maintenance staff 150 and automating the log collection and analysis. The second effect is that reporting to related departments can be simplified. The reason is that the situation monitoring is performed automatically, and it is possible to notify that the operation has been completed normally only by reporting the completion. The third effect is that it is possible to immediately recognize that a failure has occurred. The reason is that the failure monitoring notification device 130 is notified earlier than the user recognizes. The fourth effect is that analysis can be performed regardless of software and hardware. This is because the analysis apparatus 100 incorporates three programs: a program for analyzing software, a program for analyzing hardware, and a program for comprehensively analyzing the analysis results calculated by these programs. .

  Moreover, the following effects are acquired by the 2nd Embodiment of this invention. In other words, in the second embodiment of the present invention, all programs related to analysis and fault monitoring are configured to reside in one apparatus (fault monitoring / report analyzing apparatus 200). Time waste can be reduced. Further, in the second embodiment of the present invention, since most programs are configured to operate on the user device, if an exception occurs in a series of flows, the program is manually Requests for analysis to the analysis support department 240 and escalations to related departments can be made relatively easy by the maintenance staff 230 working on site.

  It should be noted that the configuration and operation of the above-described embodiment are examples, and it goes without saying that they can be changed as appropriate without departing from the spirit of the present invention.

  The present invention can be applied to uses such as quick recovery from a computer failure occurrence with almost no manual intervention as part of a new service in the field of computer maintenance. Moreover, it is applicable not only to hardware maintenance but also to applications such as software maintenance.

It is a block diagram which shows the example of whole structure of the 1st Embodiment of this invention. It is a block diagram which shows the structural example of an analyzer. It is a block diagram which shows the structural example of an analysis assistance apparatus. It is a block diagram which shows the structural example of a physical distribution apparatus. It is a block diagram which shows the structural example of a failure monitoring notification apparatus. It is a block diagram which shows the structural example of a maintenance condition monitoring apparatus. It is a block diagram which shows the structural example of a maintenance worker. It is a block diagram which shows the structural example of an analysis assistance department. It is a flowchart for demonstrating operation | movement of 1st Embodiment. It is a block diagram which shows the example of whole structure of the 2nd Embodiment of this invention. It is a block diagram which shows the structural example of a failure monitoring report analysis apparatus. It is a block diagram which shows the structural example of a physical distribution apparatus. It is a block diagram which shows the structural example of a maintenance worker. It is a block diagram which shows the structural example of an analysis assistance department. It is a flowchart for demonstrating operation | movement of 2nd Embodiment. It is a block diagram which shows the structural example of the conventional maintenance system.

Explanation of symbols

10 Customer system 20 Maintenance device 30 Maintenance staff terminal 21 Configuration DB
22 Maintenance DB
23 Maintenance DB
24 DB registration unit 25 diagnosis processing unit 100 analysis device 101 comprehensive analysis program 102 hardware failure analysis program 103 software failure analysis program 104 case database 110 analysis support device 111 support request destination judgment program 112 analysis / support destination database 120, 220 logistics device 121 Arrival Time Calculation Program 122 Ordering Program 123 Replacement Procedure Creation Program 124 Inventory Database 125 Replacement Procedure Database 130 Fault Monitoring and Reporting Device 131 Fault Monitoring Program 132 Life and Death Monitoring Program 133 Log Collection Program 134 Fault Judgment Criteria Database 140 Maintenance Status Monitoring Device 141 Elapsed Time Monitoring program 142 Unrecovered notification destination judgment program 143 Each related department database 150, 23 Maintenance personnel 151 mobile terminal 160,240 analysis support department 161 mobile terminal (terminal)
DESCRIPTION OF SYMBOLS 200 Failure monitoring notification analysis apparatus 201 Comprehensive analysis program 202 Hardware failure analysis program 203 Software failure analysis program 204 Support request destination judgment program 205 Failure monitoring program 206 Life and death monitoring program 207 Log collection program 208 Elapsed time monitoring program 209 Notification destination when not recovered Judgment program 210 Case database 211 Analysis / support destination database 212 Failure judgment criteria database 213 Relevant department database 220 Logistic equipment 221 Arrival time calculation program 222 Ordering program 223 Replacement procedure creation program 224 Inventory database 225 Replacement procedure database 231 Mobile terminal 240 Analysis support Department 241 Mobile Terminal

Claims (12)

Comprehensive maintenance support system that detects a failure of a computer system connected to a network and performs recovery processing.
Fault detection means for detecting the occurrence of a fault in the computer system;
A notification means for notifying the terminal of the maintenance staff of the occurrence of the failure,
Log collection means to collect logs when a failure occurs;
Analyzing means for analyzing the cause of the failure based on the log;
A search means for searching the inventory status of the part that caused the failure,
Parts arranging means for arranging the parts;
Transmitting means for transmitting a replacement procedure of the parts to the maintenance staff;
Comprehensive maintenance support system characterized by comprising An elapsed time monitoring means for measuring and monitoring the elapsed time from the occurrence of the failure;
An informing means for informing each time a predetermined time elapses;
The comprehensive maintenance support system according to claim 1, further comprising registration means for registering a completion time of the cause analysis of the failure. The comprehensive maintenance support system according to claim 1, further comprising calculation means for calculating an arrival time of the part. The comprehensive maintenance support system according to any one of claims 1 to 3, further comprising a database that stores a replacement procedure for each part, wherein the transmission unit transmits the replacement procedure acquired from the database. A comprehensive maintenance support method that detects a failure of a computer system connected to a network and performs recovery processing.
A fault detection step of detecting occurrence of a fault in the computer system;
A notification step for notifying the terminal owned by the maintenance staff of the occurrence of a failure;
A log collection step to collect logs when a failure occurs;
An analysis step for analyzing the cause of the failure based on the log;
A search step to find the inventory status of the part that caused the failure;
A parts arranging step of arranging the parts;
A transmission step of transmitting a replacement procedure of the part to the maintenance staff;
Comprehensive maintenance support method comprising: An elapsed time monitoring step of measuring and monitoring the elapsed time from the occurrence of the failure;
An informing step for informing each time a predetermined time elapses;
The comprehensive maintenance support method according to claim 5, further comprising a registration step of registering a completion time of the cause analysis of the failure. The comprehensive maintenance support method according to claim 5, further comprising a calculation step of calculating an arrival time of the part. The comprehensive maintenance support according to claim 5, further comprising a database storing a replacement procedure for each part, wherein the replacement procedure acquired from the database is transmitted in the transmission step. Method. A comprehensive maintenance support program in a comprehensive maintenance support system that detects a failure of a computer system connected to a network and performs recovery processing,
A fault detection step of detecting occurrence of a fault in the computer system;
A notification step for notifying the terminal owned by the maintenance staff of the occurrence of a failure;
A log collection step to collect logs when a failure occurs;
An analysis step for analyzing the cause of the failure based on the log;
A search step to find the inventory status of the part that caused the failure;
A parts arranging step of arranging the parts;
A transmission step of transmitting a replacement procedure of the part to the maintenance staff;
Is executed by the integrated maintenance support system. An elapsed time monitoring step of measuring and monitoring the elapsed time from the occurrence of the failure;
An informing step for informing each time a predetermined time elapses;
The comprehensive maintenance support program according to claim 9, further comprising: a registration step of registering a completion time of the cause analysis of the failure. The comprehensive maintenance support program according to claim 9, further comprising a calculation step of calculating an arrival time of the part. The comprehensive maintenance support according to any one of claims 9 to 11, further comprising a database that stores a replacement procedure for each part, wherein the replacement procedure acquired from the database is transmitted in the transmission step. program.

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