JP2010224687A - Management device - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a technology of improving efficiency of a service desk operation. <P>SOLUTION: A ticket holding part 110 holds a ticket for managing a problem due to an inquiry from a user and a service request. A schedule holding part 120 holds an operation schedule. A subject determination part 131 determines the subject of a conference by referring to information included in a ticket held by the ticket holding part 110 when the schedule of the conference is added to the operation schedule held by the schedule holding part 120. <P>COPYRIGHT: (C)2011,JPO&INPIT

Description

  The present invention relates to a management apparatus for supporting service desk work.

  IT service management is becoming more important than ever as IT infrastructure is being used by a wide range of users. Along with this, there is a demand for more efficient business processes in executing IT service management. Regarding IT service management and operation rules, the Office of Government Commerce (OGC) has published a collection of best practices called Information Technology Infrastructure Library (ITIL) (registered trademark).

  Service support is one of the cores of ITIL. Service support is described for daily system operation and user support, and consists of one function and five processes. As functions, a service desk that serves as a contact point for inquiries from users, and incident management, problem management, change management, release management, and configuration management are defined as processes.

  In the service desk business, what kind of inquiries were received from users, how they were responded to, whether functional / hierarchical escalation was necessary, whether the inquiries were closed after processing Accumulate know-how by recording various things. In order to support such service desk operations, a system for accumulating inquiries from users as incident tickets has been put into practical use (see, for example, Patent Documents 1 and 2).

JP 2008-129973 A JP 2005-011140 A

  There are a wide variety of inquiries and service requests sent to the service desk, and there are many problems that cannot be handled by individual service desk operators. In this case, it is necessary to escalate to a problem manager or developer, or consult with colleagues or supervisors. Thus, team play is important in a service desk, and there is a tendency that the number of meetings, meetings, and meetings (hereinafter collectively referred to as a meeting in this specification) increases. If this conference can be conducted efficiently, service desk operations can be made more efficient.

  The present invention has been made in view of such circumstances, and an object of the present invention is to provide a technology capable of improving the efficiency of service desk operations.

  A management apparatus according to an aspect of the present invention includes a ticket holding unit that holds a ticket for managing a problem caused by an inquiry or a service request from a user, a schedule holding unit that holds a business schedule, and a schedule holding unit And an agenda determining unit that determines the agenda of the conference with reference to information included in the ticket held in the ticket holding unit when the schedule of the conference is added to the business schedule to be performed.

  It should be noted that any combination of the above-described constituent elements and a conversion of the expression of the present invention between a method, an apparatus, a system, a recording medium, a computer program, etc. are also effective as an aspect of the present invention.

  According to the present invention, service desk work can be made more efficient.

It is a figure which shows the structure of the management apparatus which concerns on embodiment of this invention. It is a figure which shows an example of the problem ticket registered into the ticket holding part. It is a figure which shows an example of the work schedule hold | maintained at a schedule holding part. FIG. 4A is a diagram illustrating an example of a maintenance contract level conversion table held in the table holding unit. FIG. 4B shows an example of the business impact level table held in the table holding unit. FIG. 4C shows an example of the corresponding deadline conversion table held in the table holding unit. It is a figure which shows an example of the table which put together the reference value which should be compared with an index value. It is a figure which shows an example of the agenda list of a meeting determined by the agenda determination part. It is a flowchart which shows the flow of the agenda decision process of a meeting by the management apparatus which concerns on embodiment of this invention.

  FIG. 1 is a diagram showing a configuration of a management apparatus 100 according to the embodiment of the present invention. The management apparatus 100 can be configured with at least one server and at least one console terminal. For example, a web server, a database server, and a PC may be used.

  The management device 100 is installed at the service desk. The management apparatus 100 includes a ticket holding unit 110, a table holding unit 115, a schedule holding unit 120, a control unit 130, a display unit 140, and an operation unit 150. The control unit 130 includes an agenda determination unit 131, a content acquisition unit 132, a minutes creation unit 133, and a schedule creation unit 134.

  The configuration of the management apparatus 100 can be realized by a CPU, memory, or other LSI of an arbitrary computer in terms of hardware, and can be realized by a program loaded in the memory in terms of software. Depicts functional blocks realized by. Therefore, those skilled in the art will understand that these functional blocks can be realized in various forms by hardware only, software only, or a combination thereof.

  The ticket holding unit 110 holds a ticket for managing a problem caused by an inquiry from a user or a service request (hereinafter referred to as a problem ticket). The problem ticket is generated based on the incident ticket. The problem ticket includes, as items, at least one of a maintenance contract level with the user, the degree of influence that the problem has on the user's work, and the response deadline for the problem. The problem ticket includes a responder who should deal with the problem as an item. The problem ticket is generated mainly due to an operation performed on the operation unit 150 by the operator. A format example of the problem ticket will be described later.

  The table holding unit 115 is a table for converting the maintenance contract level, the influence degree, and the corresponding deadline into score values. For example, a higher score value may be assigned as the maintenance contract level is higher, a higher score value may be assigned as the degree of influence is higher, and a higher score value may be assigned as the correspondence deadline is shorter. A specific example of the table held in the table holding unit 115 will be described later.

  The schedule holding unit 120 holds a business schedule. This work schedule includes the schedule of members belonging to the service desk and related departments. The business schedule of the member may be classified and managed for each group. This business schedule is generated mainly due to an operation on the operation unit 150 by the operator. A format example of this business schedule will be described later.

  The agenda determining unit 131 refers to the information included in the problem ticket held in the ticket holding unit 110 when the meeting schedule is added to the business schedule held in the schedule holding unit 120, and the Determine the agenda for the meeting. The agenda determining unit 131 may determine the agenda of the meeting by the date and time of the added meeting. For example, it may be determined immediately after a meeting schedule is added, may be determined the day before the meeting date, or may be determined one hour before the meeting. The agenda determining unit 131 is scheduled when there is no problem to be discussed (for example, when all incidents are closed) as a result of executing the agenda determining process immediately before the meeting (for example, one hour before). You may decide to cancel a meeting. In that case, the agenda determining unit 131 may send a message to that effect to members who are scheduled to participate in the conference.

  The agenda determining unit 131 calculates an index value indicating the importance or urgency of the problem based on at least one of the maintenance contract level, the influence level, and the response deadline, and refers to the index value to determine the meeting Agenda can be determined. For example, the agenda determining unit 131 extracts the maintenance contract level, the degree of influence, and the corresponding deadline from the problem ticket held in the ticket holding unit 110. Next, referring to the table held in the table holding unit 115, the extracted maintenance contract level, the influence level, and the corresponding deadline are each converted into score values. By applying a predetermined calculation to these three score values, they are integrated and the index value is calculated. For example, the index value may be calculated by multiplying all three score values, or may be calculated by adding all the score values. Each score value may be multiplied by a predetermined weighting coefficient. What is necessary is just to multiply the weighting coefficient exceeding 1 to the item which should be emphasized, and the weighting coefficient less than 1 to the item which is not important. Instead of this, a score value in which the weight is added to the table may be held in advance.

  The agenda determination unit 131 may calculate the index value for each problem ticket held in the ticket holding unit 110, and may determine the order of the agenda of the meeting with reference to the index value. For example, the problems managed by the problem ticket are sorted so that the order of the index value is larger. Thereby, it can be set to be discussed from problems of high importance or urgency.

  The agenda determining unit 131 may exclude the problem managed by the problem ticket from the agenda of the meeting when the index value does not satisfy the standard value indicating the minimum standard for adoption in the agenda of the meeting. . In the case of an index value that increases as the importance of the problem increases, if the index value is less than the reference value, the problem managed by the problem ticket is removed from the agenda of the meeting. Thereby, a less important problem can be removed from the agenda of the meeting.

  The agenda determination unit 131 may exclude, from the problem tickets held in the ticket holding unit 110, the problem tickets for which members who participate in the conference are not responders when determining the agenda. That is, the problem ticket is removed from the basic data of the agenda determination process. Accordingly, it is possible to set so that the problem that the responder should deal with is not picked up in the meeting where the responder is absent.

  The content acquisition unit 132 acquires the content of the conference during or after the conference. For example, a member who participates in the conference operates the operation unit 150 to input the content of the conference to the management apparatus 100. The minutes creation unit 133 creates the minutes using the agenda determined by the agenda determination unit 131 and the content of the meeting acquired by the content acquisition unit 132.

  FIG. 2 shows an example of a problem ticket registered in the ticket holding unit 110. The problem ticket 200 includes basic information 210 and progress information 220. The basic information 210 includes, as items, a problem ID 211, a status 212, a system name 213, a title 214, a report content 215, a response due date 216a, a response due time 216b, a responder 217, a maintenance contract level 218, and a degree of influence 219 on the work. including.

  A serial number may be assigned to the problem ID 211 in order of acceptance on a daily basis. In the status 212, “accepted” is input before the corresponding person is assigned, and “assigned” is input after the corresponding person is assigned. In the maintenance contract level 218, the maintenance contract level to which the customer corresponding to this problem is subscribed is input. In the business impact level 219, the impact level on the business of the corresponding customer is input.

  The progress information 220 is generated every time a problem or a meeting is made to a problem managed by the basic information 210. The progress information 220 includes, as items, a title 221, a corresponding date 222, a corresponding time 223, a corresponding person 224, a corresponding destination 225, a channel 226, contents 227, and an attached file 228. Channel 226 is input with the channel that caused one process to be formed. For example, telephone, FAX, mail, and conference are described. The content 227 describes correspondence content, matters to be determined for the conference, and the like.

  The format of the problem ticket 200 is an example, and classification information for classifying the problem ticket and escalation information may be included. The classification information may include items such as cause categories, urgency levels, phases, versions, and keywords. The escalation information may include items such as a drafter, a closer, and an escalation.

  FIG. 3 is a diagram illustrating an example of a business schedule 300 held in the schedule holding unit 120. Here, the schedule from February 1 to February 7 for each member belonging to the service desk is drawn. In FIG. 3, a regular meeting is scheduled between 10:00 and 11:00 on February 2 (Monday). Everyone is scheduled to participate in this regular meeting. A group 1 meeting is scheduled from 15:00 on Wednesday, February 4th. Some members will participate in this meeting.

  When the schedule of a meeting is added to the business schedule 300, the agenda determination unit 131 determines at least one agenda to be discussed in the conference with reference to a plurality of problem tickets held in the ticket holding unit 110. . If multiple agenda items are adopted, the order is also determined.

  FIG. 4A shows an example of the maintenance contract level conversion table 410 held in the table holding unit 115. FIG. 4B shows an example of the business impact table 420 held in the table holding unit 115. FIG. 4C shows an example of the corresponding time limit conversion table 430 held in the table holding unit 115.

  The maintenance contract level conversion table 410 includes a maintenance contract level 411 and a score value 412 as items. The maintenance contract level 218 of the problem ticket 200 shown in FIG. If the problem is based on an incident from a customer who is subscribed to expensive maintenance support, if the problem is based on an incident from a customer who is usually subscribed to maintenance support, the middle is subscribed to simplified maintenance support. If the problem is based on an incident from a customer, low is entered. The agenda determining unit 131 obtains one of high, medium, and low from the maintenance contract level 218 of the problem ticket 200 and refers to the maintenance contract level conversion table 410 to obtain a score value (hereinafter referred to as a first score value). (Notation).

  The business impact level table 420 includes, as items, a business impact level 421 and a score value 422. As the business impact 219 of the problem ticket 200 shown in FIG. 2, one of high, medium, and low is input. For issues based on incidents that affect customer operations, High is for issues based on incidents that may affect customer operations, while Medium is for issues based on incidents that do not affect customer operations Is entered. The agenda determining unit 131 obtains one of high, medium, and low from the business impact level 219 of the problem ticket 200, and converts it into a score value by referring to the business impact level table 420 (hereinafter referred to as a score value). , Expressed as a second score value).

  The correspondence deadline conversion table 430 includes a correspondence deadline 431 and a score value 432 as items. The date and time are input to the corresponding due date 216a and the corresponding due time 216b of the problem ticket 200 shown in FIG. The agenda determining unit 131 obtains the date and time from the corresponding deadline date 216a and the corresponding deadline time 216b of the problem ticket 200. The agenda determining unit 131 calculates a difference between the date and time and the current date and time, and calculates a grace period until the corresponding deadline. The agenda determining unit 131 converts the grace period into a score value with reference to the corresponding deadline conversion table 430 (hereinafter referred to as a third score value).

  The agenda determining unit 131 multiplies all of the first score value, the second score value, and the third score value to calculate an index value. The agenda determining unit 131 determines the order of agenda items in descending order of index values when all the problems managed by the problem ticket are discussed in a scheduled meeting.

  FIG. 5 shows an example of a table 500 that summarizes reference values to be compared with index values. The table 500 may be held in the table holding unit 115 or may be held in the agenda determination unit 131. The table 500 includes a conference range 501 and a reference value 502 as items. When a member adds a meeting schedule to the work schedule 300 shown in FIG. 3, a range to be discussed in the meeting can be designated. For example, you can specify to consider all issues, consider only important issues, and so on. If not specified, it is normal.

  Further, the agenda determining unit 131 may determine a range to be discussed based on whether the scheduled meeting is a general meeting or a group meeting. For example, in the case of a general meeting, you may select to consider only important problems. In the case of a group meeting, you may select to consider all problems.

  The agenda deciding unit 131 acquires the presence / absence of the designation (including the contents when present) and refers to the table 500 to decide the reference value. The agenda determining unit 131 compares the index value calculated for each problem and the reference value, and removes the problem corresponding to the index value less than the reference value from the agenda of the meeting.

  FIG. 6 is a diagram illustrating an example of a meeting agenda list 600 determined by the agenda determining unit 131. The conference agenda list 600 includes, as items, an agenda number 610, a problem ID 620, a system name 630, a title 640, and a status 650. The conference agenda list 600 may be viewable by selecting (for example, clicking) a column of the business schedule 300 shown in FIG.

  FIG. 7 is a flowchart showing a flow of conference agenda determination processing by the management apparatus 100 according to the embodiment of the present invention. When a meeting schedule is added to the business schedule 300 (Y in S700), the agenda determining unit 131 acquires a predetermined item from the problem ticket held in the ticket holding unit 110 (S701). Next, the acquired items are converted into score values with reference to the tables 410, 420, and 430 held in the table holding unit 115 (S702). Next, an index value is calculated from the score value (S703). Finally, the order of the agenda items of the conference is determined in descending order of the index values (S704).

  After the meeting is completed, the minutes creation unit 133 acquires the agenda determined by the agenda determination unit 131 and the content of the conference input to the content 227 of the progress information 220 of the problem ticket 200 shown in FIG. It is possible to create minutes. Note that a minutes creation button for instructing creation of the minutes may be provided in the screen on which the business schedule 300 shown in FIG. 3 is displayed.

  As described above, according to the present embodiment, the system determines the agenda to be discussed in the conference, so that it is possible to save the member from having to decide the agenda for the conference and to improve the efficiency of the service desk operation. Can be planned. In addition, when there are multiple issues to be discussed, the order of agenda items is determined in descending order of importance so that the most important issues are discussed when the participants' heads are fresh. Thus, the efficiency of the meeting can be improved. Moreover, the meeting time can be shortened by removing a less important problem from the agenda as necessary.

  The present invention has been described based on some embodiments. It is understood by those skilled in the art that these embodiments are exemplifications, and that various modifications can be made to combinations of the respective constituent elements and processing processes, and such modifications are also within the scope of the present invention. By the way.

  For example, when a meeting schedule is added to the business schedule 300 and the meeting time is input, the agenda determining unit 131 may limit the number of problems to be discussed according to the meeting time. . For example, when 15 minutes is set as the examination time for one problem and one hour is input as the meeting time, the number of problems is limited to four. The agenda determining unit 131 employs problems managed by the problem tickets held in the ticket holding unit 110 as the agenda of the meeting within the limit number range in descending order of the index values. This makes it possible to determine an optimal agenda that matches the input meeting time.

  Further, the agenda determining unit 131 may calculate the estimated required time of the meeting after determining the agenda of the meeting. For example, it is calculated by setting an examination time for one problem in advance and multiplying the examination time by the number of agenda items. The agenda determining unit 131 may add the estimated required time to the work schedule 300. Thereby, a member who is scheduled to participate in the conference can acquire a rough estimate of the time required for the conference.

  DESCRIPTION OF SYMBOLS 100 Management apparatus, 110 Ticket holding part, 115 Table holding part, 120 Schedule holding part, 130 Control part, 131 Agenda decision part, 132 Content acquisition part, 133 Minutes preparation part, 134 Schedule preparation part, 140 Display part, 150 Operation Department.

Claims (6)

A ticket holding unit for holding a ticket for managing a problem caused by an inquiry or a service request from a user;
A schedule holding unit for holding a work schedule;
The agenda for determining the agenda of the meeting with reference to information contained in the ticket held in the ticket holding section when the schedule of the meeting is added to the business schedule held in the schedule holding section A decision unit;
A management apparatus comprising: Each ticket held in the ticket holding unit includes, as the information items, at least one of a maintenance contract level with the user, the degree of influence that the problem has on the user operation, and the time limit for dealing with the problem,
The agenda determining unit calculates an index value indicating the importance of the problem based on at least one of the maintenance contract level, the degree of influence, and the response deadline, and refers to the index value to determine the agenda of the meeting The management device according to claim 1, wherein the management device is determined.   The management apparatus according to claim 2, wherein the agenda determining unit calculates the index value for each ticket, and determines the order of the agenda items of the meeting with reference to the index value.   The agenda determining unit, when the index value does not satisfy a standard value indicating a minimum standard to be adopted for the agenda of the conference, excludes the problem managed by the ticket from the agenda of the conference The management apparatus according to claim 2 or 3. The ticket includes a responder who should deal with the problem as the item of information,
The agenda determining unit excludes, from the tickets held in the ticket holding unit, a ticket that is not a corresponding member of a member who participates in the conference, when determining the agenda. The management apparatus according to any one of claims 1 to 4. A content acquisition unit for acquiring the content of the conference during or after the conference;
Using the agenda determined by the agenda determination unit and the content of the meeting acquired by the content acquisition unit, a minutes creation unit that creates a minutes;
The management apparatus according to claim 1, further comprising:

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