JP2009169481A - Solution presentation device in present status - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a means for presenting a solution corresponding to circumstances at that time under the consideration of any influence from the phenomenon of a system or social phenomenon changing day by day and every moment. <P>SOLUTION: When retrieving subjects having the optimal solution from a subject database DB, and narrowing it down, any influence on this system from information about a phenomenon acquired from the outside is decided, and subjects having solutions valid in present circumstances are extracted. Also, the solutions of the extracted subjects are presented. When it is impossible to extract any subject, the solutions inferred from the present circumstances are presented. In this case, information about the phenomenon acquired from the outside is stored as influential information at present, so that it is possible to decide how much influence is given by the phenomenon at present in a fixed time, and to update the information. Also, the information of the phenomenon decided not to exert any influence on this system is deleted. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention is a means for presenting known information and solutions suitable for the current situation.

Service support using the ITIL (IT Infrastructure Library) concept is aimed at reducing operational load and improving efficiency in line with service support in IT service management.
When a problem occurs in the IT system, the problem is registered in the support service system as an item. Since the cases are registered and accumulated every day, if the problem that occurred is handled as a single case, the problem solving process takes time and is not efficient. Therefore, when a problem is registered, it is necessary to shorten the problem solving process by acquiring a case having an appropriate solution from among cases registered in the past. Conventionally, a matter is searched from static information such as a simple character string search.

JP 2005-122533 A

Conventionally, when obtaining a matter having an appropriate solution, the matter is searched from static information such as a simple character string search. As a result, many solutions that are not appropriate in the current situation are presented. Therefore, if the effects of system phenomena and social phenomena that change from day to day are taken into consideration and a solution according to the situation at that time is not presented, useless costs and time are required.
Further, even when a past case is not registered or when an appropriate solution cannot be obtained from a past case, it is necessary to present a solution according to the current situation and system information that has an effect.

  In order to achieve the above object, the present invention captures a phenomenon currently occurring from the outside and presents it after reflecting the phenomenon captured from the outside when finding and presenting a solution from a past case. By reflecting the current situation, it is possible to present a more appropriate solution that is currently needed. If there is no solution in the past case, system information that is more likely to be affected than the phenomenon taken from the outside is presented.

The purpose is to derive the optimal solution required according to the current situation when searching for and narrowing down the optimal solution from past projects.
The purpose is to present solutions and cautions according to the current situation when there is no case that has the best solution for past cases.

Embodiments of the invention will be described with reference to the drawings.
FIG. 1 shows a basic configuration diagram of the present invention. The server program (102) on the memory (101) includes a case management device (103), a case search unit (104), a candidate case management unit (105), a solution presentation device (106), and a display device (111). The solution presentation device (106) includes a current situation collection unit (107), a current situation management unit (108), an external phenomenon determination unit (109), and an external phenomenon adaptation unit (110). ) To get. In addition, a case management DB (112) and an event impact DB (113) are provided.
The matter management apparatus (103) registers and manages the problem that has occurred as a matter in the matter management DB (112). The Item Search Unit (104) searches for an Item with the same solution when registering an Item. The candidate item management unit (105) manages candidate items as a result of searching for items. The solution presentation device (106) determines an event acquired from the outside as the current situation for the candidate case managed by the candidate case management unit (105), and presents a solution suitable for the current situation.
The current status collection unit (107) of the solution presentation device (106) acquires external events at regular intervals. The external phenomenon determination unit (109) determines whether the collected information is an event that affects the system based on information in the event impact DB (113). The current status management unit (108) manages event information determined to have an effect on the system.
The external phenomenon adaptation unit (110) adapts the current situation managed by the current situation management unit (108) to the candidate case managed by the candidate case management unit (105). In the display device (111), as a result of applying the current situation to the candidate case, a solution method for the candidate case having a high point is presented.
Details of the processing will be described in the processing flow of FIG.

  FIG. 2-1 shows the event influence degree table.

  The event impact level table is a DB table managed by the event impact level DB (113). The event influence degree table includes an event (201) that affects the system, a determination pattern (202), an influence item (203), an influence point (204), a freshness retention rate (205), and a retention period (206). The determination pattern (202) indicates information about which determination pattern is used to determine whether an event taken from outside affects the system. Details of the determination pattern will be described with reference to FIG. The influence item (203) indicates information that affects the event (201). The influence point (204) indicates the degree to which the event (201) affects the influence item (203) as a point. The freshness retention rate (205) indicates the degree of continuing influence after the occurrence of the event (201). The holding period (206) indicates a period during which the influence has continued since the occurrence of the event (201).

FIG. 2-2 shows the configuration of the determination pattern.
The determination pattern is a pattern for determining whether an event taken from the outside affects the system, and includes a determination item (221), an influence range (222), and an influence rate (223). Examples of determination patterns are shown in FIGS. The present invention will be described with reference to FIGS. 3 and 4 which are examples of determination patterns.

  3 and 4 show a determination pattern 1 and a determination pattern 2 which are examples of the determination pattern.

  Determination pattern 1 and determination pattern 2 are examples of the determination pattern (202). Determination pattern 1 and determination pattern 2 have determination items (301) and (401), influence ranges (302) and (402), and influence rates (303) and (403). The determination items (301) and (401) are items for determining whether the event (201) extracted from the external event (114) affects the system. The influence ranges (302) and (402) indicate ranges in which the determination items (301) and (401) affect. The influence rates (303) and (403) indicate the ratios that affect the system when the determination items (301) and (401) are the corresponding influence ranges (302) and (402).

  FIG. 5 shows the current status management table.

  The current status management table manages information on influences on the system caused by externally acquired events, and is provided in the current status management unit (108). The current status management table is provided with a current status impact item (501), a current impact point (502), a cause (503), and a retention date (504). The current influence item (501) holds system information that is likely to affect the system in the current situation. The current influence point (502) is the current point of the current situation influence item (501). Items with a high impact point (502) are items that have a high impact on the system. The cause (503) indicates the event (201) that causes the current status influence item (501) to be held. The holding date and time (504) indicates information on the date and time when the current situation affecting item (501) is held in the current situation management table.

  FIG. 6 shows the overall processing flow of the present invention.

When the case is registered (601), the information is stored in the case management apparatus (103). Next, the item search unit (104) searches for an item with the same solution (602). A case where there are candidate projects as a result of the search will be described. Candidate items are managed by the candidate item management unit (105). Next, the current status is acquired from the current status management table (603). The candidate solution is compared for the same item as the current situation impact item (501) (604). If there is the same item, the current impact point (502) is added to the candidate case (605). If there is no item that is the same as the current situation impact item (501) for the solution candidate case, the current impact point (502) is not added. When the addition of points for all the solution candidate projects is completed, the solutions are presented in descending order of the project points by the display device (111) (606). Projects with high points will be projects with effective solutions in the current situation.
If there is no candidate as a result of the search, an analogy solution presentation process according to the current situation is performed and an analogy solution is presented (607). Details will be described with reference to FIG.
FIG. 7 shows a solution candidate item search flow as an example of searching for solution candidate items.
Solution points are calculated for all past cases registered in the case management DB (112) (701). A method for calculating solution points will be described. First, the initial value of the solution point is set to 0 point (702). The title, which is the item of the project, is examined (703). If there is a case that has the same character string as the title of the newly registered case (601) among the cases registered in the past, 10 points are added to the solution candidate points of that case (704).
Next, the occurrence time that is the item of the project is examined (705). If there is a matter that occurred within 24 hours from the date and time of occurrence of the newly registered matter (601) in the past matter, 15 points are added to the solution candidate points for that matter (704).
As in 703 to 706, each item of the case is examined, and solution candidate points are added. After the calculation is completed for all cases, it is determined whether the solution candidate points are 30 points or more (707). A case where the solution candidate point is equal to or greater than the threshold is set as a solution candidate (708).
FIG. 8 shows an external event collection and current status reflection processing flow.

The external event (114) is collected (801), and the event (201) that matches the external event (114) is extracted (802). Details of the process of extracting the event (201) that matches the external event (114) will be described with reference to FIG. When there is a matching event (201) in the external event (114), the determination pattern (202) of the matching event (201) is acquired from the event influence degree table (803). The influence rate is calculated based on the judgment pattern (202) (804). Details of the process of calculating the influence rate are shown in FIG. If the impact rate is not 0%, the current impact point (502) is calculated (805). The current influence point (502) is calculated by the following formula. “Current impact point = impact point × impact rate” (806). The current impact item (501), the calculated impact point (502), the cause (503), and the retention date (504) are registered in the current status management table.
If there is no event (201) that matches the external event (114), and the influence rate is 0%, the process ends.

  FIG. 9 shows an event extraction process flow that matches the external event (114).

  All events (201) registered in the event impact level table are acquired (901). The external event (114) is searched for a character string similar to the event (201) (902). If a character string similar to the event (201) exists, it is determined that there is an event (201) that matches the external event (114) (903). If there is no character string similar to the event (201), it is determined that there is no event (201) that matches the external event (114) (904).

  10 and 11 show examples of the influence rate calculation process. FIG. 9 shows an influence rate calculation processing flow according to the determination pattern 1.

  A determination item (301) is acquired from determination pattern 1 (1001). From the external event (114), information on the rising amount (304), which is the first judgment item (301), is acquired (1002). The influence range (302) is determined from the acquired information, and the influence rate (1) is calculated (1006). If the amount of increase is 50 yen or less (1003), the impact rate (303) is 0%. If the amount of increase is 50 to 100 yen (1004), the impact rate (303) is 70%. If the amount of increase is 100 yen or more (1005), the impact rate (303) is 100%.

Next, the country information which is the second determination item (301) is acquired from the external event (114) (1007). The impact rate (2) is calculated from the acquired information (1011). If the country is Japan (1008), the impact rate (303) is 100%. If the country is the United States (1009), the impact rate (303) is 90%. If the country is neither Japan nor the United States (1010), the impact rate (303) is 0%. Finally, the influence rate is calculated by the formula of “influence rate 1 × influence rate 2” (1012).
FIG. 11 shows an influence rate calculation processing flow according to the determination pattern 2.

The determination item (401) is acquired from the determination pattern 2 (1101). From the external event (114), information on the delay time as the first determination item (401) is acquired (1102). The influence range (402) is determined from the acquired information, and the influence rate (1) is calculated (1103). When the delay time is 30 minutes or less, the influence rate (403) is 10%. When the delay time is 30 minutes to 1 hour, the influence rate (403) is 60%. When the delay time is 1 hour or more, the influence rate (403) is 100%.
From the external event (114), information on the elapsed time since the occurrence of the accident, which is the second determination item (401), is acquired (1104). The impact rate (2) is calculated from the acquired information (1105). When the elapsed time is 12 hours or more, the influence rate (403) is 5%. When the elapsed time is 6 hours to 12 hours, the influence rate (403) is 50%. When the elapsed time is 6 hours or less, the influence rate (403) is 100%.
Information on the distance from the accident site, which is the third determination item (401), is acquired from the external event (114) (1106). The impact rate (3) is calculated from the acquired information (1107). When the distance is 60 km or more, the influence rate (403) is 0%. When the distance is 30km to 60km, the impact rate (403) is 60%. When the distance is within 30 km, the impact rate (403) is 100%. Finally, the influence rate is calculated by the formula of “influence rate 1 × influence rate 2 × influence rate 3” (1108).

  FIG. 12 shows the update process flow of the current status management table.

  To maintain the current status management table with real-time information, the following processing is performed at regular intervals. First, the retention time (504) of the current status influence item (501) registered in the current status management table is acquired (1201). Next, the retention period (206) of the current situation impact item (501) is acquired from the event impact level table (1202). The acquired retention date (504) and the retention date (206) are compared with the current date (1203). If the current time is a larger value, the retention period (206) has passed, so the current situation affecting item (501) is deleted from the current situation management table (1206). If the current time is smaller, the freshness retention rate (205) of the current situation impact item (501) is acquired from the event impact degree table (1204). The current point is recalculated according to the following (1205). "Current point = current point x freshness retention". The current point in the current status management table is updated with the recalculated current point (1207).

  FIG. 13 shows an analogy solution presentation process flow according to the current situation.

  When there is no case having a similar solution from the cases registered in the past and the solution cannot be presented, the display device (111) presents a solution analogized from the current situation. The current impact point (502) of the current status impact item (501) registered in the current status management table is acquired in descending order (1301). Next, the current situation effect item (501) and the cause (503) are extracted (1302). As an analogy solution, an analogy solution for the cause (503) and the impact item (203) is generated (1303). The analogy solution is presented in the following format. "XXX (cause (503)) phenomenon may have affected XX (current situation impact item (501))". An analogy solution is presented (1304).

Basic configuration diagram Event impact table Judgment pattern configuration Judgment pattern 1 Judgment pattern 2 Current status management table Overall processing flow of the present invention Solution candidate search flow External event collection and current status reflection processing flow Event extraction process flow that matches an external event Influence rate calculation processing flow by judgment pattern 1 Influence rate calculation processing flow based on judgment pattern 2 Current status management table update process flow Analogue solution presentation process flow according to current situation

Explanation of symbols

101 memory, 102 server program, 103 case management device, 104 case search unit, 105 candidate case management unit, 106 solution presentation device, 107 current state collection unit, 108 current state management unit, 109 external phenomenon determination unit, 110 outside Phenomenon adaptation unit, 111 display device, 112 case management DB, 113 event impact DB, 114 external event

Claims (3)

The support service system is characterized by presenting effective solutions by determining the impact on the system from information on phenomena acquired from the outside, and extracting projects that have effective solutions in the current situation. Solution presentation system. A system characterized by reviewing information on phenomena acquired from outside in a certain period of time, determining how much the acquired phenomenon is currently affecting information, and updating information on the affected systems. In a solution presentation system, a system characterized by analogizing information that affects the system from information about a phenomenon acquired from the outside and presenting information that can be a solution to the problem.

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