JP2013097716A - Information processor, information processing method, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a technology for facilitating management of a device.SOLUTION: An information processor of the present invention includes: identification information acquisition means for acquiring identification information of a detected device installed at a prescribed installation site, from a detector which detects the device; reflection means for reflecting the acquired identification information on device management information for managing the device as invariable information not to be changed even when work is performed to the device; application reception means for receiving an application of the work to the device from an applicant terminal; work instruction means for instructing the work according to the application to a worker terminal; and updating means for updating the device management information by updating variable information that can be changed when the work to the device is performed, which is associated with the invariable information of the device related to the work in the device management information, according to the work performed on the basis of the work instruction.

Description

  The present invention relates to an information processing apparatus, an information processing method, and a program technique.

  Conventionally, as an asset management system, for example, an IP address or MAC address is acquired as management information of a managed asset, the location of the asset is confirmed, and the management information of the managed asset does not match the acquired management information In such a case, there is a system that updates the registered contents with the collected management information (Patent Document 1).

  Also, there is a customer support system that collects device management information collected from office devices, analyzes the collected device management information for each office system, and outputs the analysis results to support customers (Patent Document 2). .

  In addition, the environment information including the type related to the information device transmitted from the information processing device, the connection state, the maintenance state is registered, and the type related to the information device based on the registered environment information and the device overview information managed in an integrated manner, There is an information equipment environment information management server that generates an environment diagram that graphically illustrates a connection state and a maintenance state (Patent Document 3).

  Also, it manages the computer resource information that is the event processing entrustment request and the computer supply information of the resource that is the subject of the event execution process, and based on these information, the information associated with the event execution process is managed by the administrator There is an information management system that transmits information to a terminal or a supplier terminal (Patent Document 4).

  Also, a system for acquiring IT resource information from an IT device, checking whether the acquired IT resource information is registered in the database, and transmitting the information that needs to be updated to the IT asset information management server when updating is necessary. (Patent Document 5).

  Further, there is an asset management support processing system that records an asset management ledger record of an asset management target device that is desired to be replaced and an asset management ledger record of a device that is newly delivered for replacement (Patent Document 6). .

JP 2001-290937 A JP 2002-300308 A JP 2004-213262 A JP 2007-156520 A JP 2009-122984 A JP 2009-301217 A

  When IT equipment is newly established, relocated, expanded, replaced, collected, etc., in order to carry out procedures such as application, approval, work request, etc. according to the company's operational rules Generally, information is communicated and linked in writing.

However, the conventional technology still requires manpower in many situations to manage IT devices in accordance with in-house operational rules.

  The present invention has been made in consideration of such points, and an object of the present invention is to facilitate device management.

  The present invention employs the following configuration in order to solve the above-described problems.

  That is, the information processing apparatus of the present invention includes an identification information acquisition unit that acquires identification information of a detected device from a detection device that detects a device installed at a predetermined installation location, and the acquired identification information, Reflection means for reflecting in the device management information for managing the device as invariant information that does not change even when work is performed on the device, and application reception for accepting an application for work on the device from the applicant terminal Means, a work instruction means for giving a work instruction according to the application to a worker terminal, and a work for the equipment associated with the invariant information of the equipment related to the work is performed in the equipment management information. And updating means for updating the device management information by updating variable information that can change in the event of a change in accordance with the work performed based on the work instruction.

  According to the above configuration, in the device management information for managing the device, invariant information that does not change even when the operation is performed on the target device, and when the operation is performed on the target device Variable information that can be changed. Then, the information processing apparatus reflects the identification information acquired from the detection apparatus that detects the device installed at the predetermined installation location in the invariant information. In addition, the information processing apparatus accepts a work application for the target device, and gives a work instruction corresponding to the accepted application to the worker terminal. Furthermore, the information processing apparatus updates the device management information by updating the variable information according to the work performed based on the work instruction. Thereby, the state of the device after work can be reflected in the device management information.

  Therefore, according to the said structure, management of an apparatus can be made easy.

  As another embodiment of the present invention, the detection device may detect a device connected to a predetermined network and acquire address information used by the device in the network as the identification information.

  As another aspect of the present invention, the information processing apparatus, when receiving an application for work on the device, makes an approval request for an approver terminal having authority to approve the work related to the application. The information processing apparatus may further include requesting means and approval receiving means for receiving the approval transmitted from the approver terminal in response to the approval request. And the said work instruction | indication means may perform the work instruction | indication of the work which concerns on the said approval with respect to the said worker terminal after receiving the said approval.

  As another aspect of the present invention, when the work on the device is a new installation of the device, the update means is included in the application for the new installation received from the applicant terminal in the invariant information of the device related to the new installation. The device management information may be updated by associating information as variable information.

  Further, as another aspect of the present invention, when the work for the device is a relocation of the device, the updating unit installs the device indicated by information included in variable information associated with the invariant information of the device related to the relocation The device management information may be updated by changing the location to the location of the transfer destination.

As another embodiment of the present invention, when the work for the device is an expansion of a device or software, the update means changes information on the device or software related to the expansion, and changes the device or software to which the device or software is expanded. The device management information may be updated by associating with the information.

  As another aspect of the present invention, when the work on the device is replacement of the device, the update unit acquires variable information of the device before replacement, and changes the acquired variable information to the variable of the device after replacement. After the association as information, the device management information may be updated by changing the variable information before the exchange to information indicating that the device is not in use.

  As another aspect of the present invention, when the work on the device is a device collection, the update unit changes the variable information of the device related to the collection to information indicating that the device is not in use. Thus, the device management information may be updated.

  As another embodiment of the present invention, the information indicating that the device is not in use is information indicating that the installation location of the device is a storage location, or information indicating that the device has been discarded. It may be.

  As another embodiment of the present invention, the information processing apparatus may be configured to detect the installation location of each device ascertained from the device management information and the detection result by the detection device after the update unit has updated the variable information. By comparing the installation location of each device to be grasped, it can be grasped from the installation location grasped from the device management information and the detection result by the detection device about the device that is not the target of the application. You may further provide the extraction means which extracts the apparatus which is not suitable for an installation place.

  As another aspect of the present invention, an information processing method for realizing each of the above configurations or a program may be used, and a computer, an apparatus, a machine, or the like that records such a program may read it. Possible storage media may be used. Here, the computer-readable recording medium is a medium that stores information such as programs by electrical, magnetic, optical, mechanical, or chemical action.

  ADVANTAGE OF THE INVENTION According to this invention, the technique which makes management of an apparatus easy can be provided.

FIG. 1 illustrates a service provision scene according to the embodiment. FIG. 2 illustrates an information processing apparatus according to the embodiment. FIG. 3 illustrates the relationship of each piece of information according to the embodiment. FIG. 4 is a flowchart illustrating an example of a processing procedure of the information processing apparatus and the like according to the embodiment when a device is newly installed. FIG. 5 is a flowchart illustrating an example of a processing procedure of the information processing apparatus according to the embodiment when the device is moved. FIG. 6 is a flowchart illustrating an example of a processing procedure of the information processing apparatus and the like according to the embodiment when adding devices. FIG. 7 is a flowchart illustrating an example of a processing procedure of the information processing apparatus and the like according to the embodiment at the time of device replacement. FIG. 8 is a flowchart illustrating an example of a processing procedure of the information processing apparatus and the like according to the embodiment at the time of device collection. FIG. 9 is a flowchart illustrating an example of a processing procedure of the information processing apparatus and the like according to the embodiment at the time of verification.

  Hereinafter, an embodiment according to an aspect of the present invention (hereinafter, also referred to as “this embodiment”) will be described with reference to the drawings. However, the present embodiment described below is merely an example of the present invention in all points, and is not intended to limit the scope thereof. It goes without saying that various improvements and modifications can be made without departing from the scope of the present invention. That is, in implementing the present invention, a specific configuration according to the present embodiment may be employed as appropriate.

  Although data appearing in the present embodiment is described in a natural language, more specifically, it is specified by a pseudo language, a command, a parameter, a machine language, or the like that can be recognized by a computer.

§1 Information processing device <Overview>
FIG. 1 illustrates a provision scene of a life cycle management service implemented by the information processing apparatus 1 according to the present embodiment. In the life cycle management service implemented in the present embodiment, the service provider, based on the contents of the application from the customer, such as new deployment (new installation), relocation, expansion, replacement, and recovery of the equipment related to the application Do work. When performing these operations, the service provider uses the information processing apparatus 1 to manage devices related to the operations. The device related to the life cycle management service is, for example, an IT device such as a PC (Personal Computer) or a printer.

In the present embodiment, the information processing apparatus 1 acquires identification information of a detected device from a detection device (3a, 3b) that detects a device installed at a predetermined installation location. The detection device 3a detects a device connected to the life cycle management service providing side network 9a. Moreover, the detection apparatus 3b detects the apparatus connected to the customer side network 9b. The detection devices (3a, 3b) are, for example, iNetSec (registered trademark) Smart Finder. The acquired identification information is, for example, address information used in the network by the detected device.

  The information processing apparatus 1 reflects the acquired identification information as invariant information that is included in the device management information for managing the device and does not change even when work is performed on the device. The device management information and invariant information will be described later.

  The information processing apparatus 1 accepts an application for work on a managed device from the applicant terminal 5. When the application for the work for the device is received, the information processing apparatus 1 issues an approval request to the approver's terminal (supervisor terminal 6) having the authority to approve the work related to the application. Then, the information processing apparatus 1 receives the approval transmitted from the superior terminal 6 in response to the approval request.

  When the approval is received from the boss terminal 6, the information processing apparatus 1 transmits the content of the work related to the approval to an administrator terminal (administrator terminal 7) that manages the device on the customer side. Then, after the administrator confirms the content of the work related to the approval, a work request for the work related to the approval is transmitted from the administrator terminal 7 to the information processing apparatus 1. The information processing apparatus 1 issues a work instruction for the approved work received the work request to the worker's terminal (service desk terminal 2).

The information processing apparatus 1 uses the variable information associated with the invariant information of the device related to the work, which can change when the work is performed on the device, in the work performed based on the work instruction. The device management information is updated by updating accordingly. The variable information will be described later. By this update, the state of the device after work is reflected in the device management information. Therefore, the service provider can manage the customer's device based on the device management information.

  The service desk terminal 2, the applicant terminal 5, the boss terminal 6, and the administrator terminal 7 are computers that can transmit and receive data via a network. For example, the service desk terminal 2, the applicant terminal 5, the boss terminal 6, and the administrator terminal 7 are PCs that can be connected to the network.

  Information transmission between the devices is realized by data communication via a network (8, 9a, 9b) such as a 3G (3rd Generation) network, the Internet, a telephone network, and a dedicated network. The type of each network (8, 9a, 9b) is appropriately selected according to each data communication.

<Configuration example>
FIG. 2 shows a configuration example of the information processing apparatus 1 according to the present embodiment. As illustrated in FIG. 2, the information processing apparatus 1 includes a storage unit 11, a control unit 12, an input / output unit 14, a communication unit 15, and the like that are connected to the bus 13 as a hardware configuration.

  The storage unit 11 stores various data and programs used in processing executed by the control unit 12 (not shown). The storage unit 11 is realized by a storage device such as a hard disk or a flash memory, for example.

  The storage unit 11 stores device management information 20. The device management information 20 is used for device management. The device management information 20 includes invariant information 21 that does not change even when an operation is performed on the device based on an application from a customer, and variable information 22 that can change when the operation is performed. It is. In the present embodiment, one piece of device management information 20 corresponds to one device. In the present embodiment, the invariant information 21 and the variable information 22 are associated with each other by being included in the device management information 20. Details of the device management information 20 will be described later.

The control unit 12 includes one or a plurality of processors such as a microprocessor or a CPU (Central Processing Unit), and peripheral circuits (ROM (Read Only Memory), RAM (Random Access Memory), interface circuits) used for processing of the processor. Etc.). The control unit 12 implements the processing of the information processing apparatus 1 in the present embodiment by executing various data and programs stored in the storage unit 11. ROM, RAM, and the like may be referred to as a main storage device in the sense that they are arranged in an address space handled by a processor in the control unit 12.

  As shown in FIG. 2, the control unit 12 includes an identification information acquisition unit 31, an identification information reflection unit 32, an application reception unit 33, an approval processing unit 34, a work instruction unit 35, an update unit 36, and a verification unit 37. . The identification information acquisition unit 31, the identification information reflection unit 32, the application reception unit 33, the approval processing unit 34, the work instruction unit 35, the update unit 36, and the verification unit 37 include, for example, a program stored in the storage unit 11. This is realized by being expanded in a RAM or the like that is a peripheral circuit of the control unit 12 and executed by the processor of the control unit 12.

  The identification information acquisition part 31 acquires the identification information of the detected apparatus from the detection apparatus (3a, 3b) which detects the apparatus installed in the predetermined installation location. The detection device (3a, 3b) detects, for example, a device connected to a predetermined network. In this case, the acquired identification information is, for example, address information used in the network by the detected device.

The identification information reflection unit 32 uses the acquired identification information as device management information 20 for managing devices.
Furthermore, it is reflected as invariant information 21 that does not change even when an operation is performed on the device. For example, the identification information reflecting unit 32 reflects the target identification information in the invariant information 21 by associating the invariant information 21 with the identification information based on the correspondence table.

  The application receiving unit 33 receives an application for work on the target device from the applicant terminal 5.

  When an application for work on the device is received, the approval processing unit 34 issues an approval request to the supervisor terminal 6 having the authority to approve the work related to the application. The approval processing unit 34 receives the approval transmitted from the superior terminal 6 in response to the approval request. When the approval is received from the boss terminal 6, the approval processing unit 34 transmits the content of the work related to the approval to the administrator terminal 7.

  After the content of the work related to the approval is confirmed by the administrator, a work request for the work related to the approval is transmitted from the administrator terminal 7 to the information processing apparatus 1. The work instructing unit 35 issues a work instruction for the approved work received the work request to the service desk terminal 2.

  The update unit 36 updates the variable information 22 included in the device management information 20 in accordance with the work performed based on the work instruction performed by the work instruction unit 35. Thereby, the update part 36 updates the apparatus management information 20 so that the state of the apparatus after a work may be reflected.

  For example, when the work for the target device is a new device installation, the update unit 36 adds information (application information) included in the new application received from the applicant terminal 5 to the invariant information 21 of the new device. By associating as the variable information 22, the device management information 20 is updated.

  Further, for example, when the work for the target device is relocation of the device, the update unit 36 sets the installation location of the device indicated by the information included in the variable information 22 associated with the invariant information 21 of the device related to relocation. The device management information 20 is updated by changing to the location of the relocation destination.

  In addition, for example, when the work for the target device is the addition of a device or software, the update unit 36 displays information on the device or software related to the expansion (expansion information) and variable information of the device on which the device or software is added. By associating with the device management information 20, the device management information 20 is updated. In addition, the apparatus which concerns on expansion is an apparatus added to the apparatus already installed, for example, Specifically, it is peripheral devices, such as a mouse | mouth, a display, USB memory, or a hard disk. Further, the software related to the expansion is, for example, software that is newly installed in an already installed device, such as document creation software, spreadsheet software, and anti-virus software.

  For example, when the work for the target device is replacement of the device, the update unit 36 acquires the variable information 22 of the device before replacement. Then, after associating the acquired variable information 22 as the variable information 22 of the device after replacement, the update unit 36 changes the variable information 22 before replacement to information indicating that the device is not in use. The device management information 20 is updated.

  Further, for example, when the work for the target device is device collection, the update unit 36 changes the variable information 22 of the device related to the collection to information indicating that the device is not in use, thereby managing the device. Information 20 is updated.

  The information indicating that the device is not in use is, for example, information indicating that the installation location of the device is a storage location, or information indicating that the device has been discarded.

The verification unit 37 compares the installation location of each device ascertained from the device management information 20 with the installation location of each device ascertained from the detection result by the detection device, thereby determining the installation ascertained from the device management information 20. A device in which the location and the installation location grasped from the detection result by the detection device are not matched is extracted. The verification unit 37 verifies whether or not the target device has been installed at an appropriate location by the extraction. Then, the verification unit 37 notifies the service desk terminal 2 of the extracted device information, thereby reporting the verification result of the device whose installation location is not appropriate.

  For example, when the target device is connected to the network 9b, the target device is detected by the detection device 3b. For example, after the update unit 36 updates the device management information 20 (variable information 22), the verification unit 37 refers to the content of the application from the applicant terminal 5 and is a target of work related to the application. The verification may be performed for devices that do not. Thereby, the verification part 37 may extract the apparatus in which the state has changed although it is not the object of the operation | work which concerns on the application from the applicant terminal 5. FIG. Then, when a device whose state has changed is extracted even though it is not a target of the work related to the application, the verification unit 37 estimates that the work related to the application is not properly performed and is performed appropriately. The service desk terminal 2 may be notified of a warning message indicating work that is estimated not to be performed.

  The input / output unit 14 is one or a plurality of interfaces for transmitting / receiving data to / from a device existing outside the information processing device 1. The input / output unit 14 is, for example, an interface for connecting to a user interface such as an input device and an output device, an interface for connecting to a device such as a USB (Universal Serial Bus) memory, or these interfaces. It is a combination. For example, the input / output unit 14 may be connected to a user interface (not shown) (input / output devices such as a touch panel, a numeric keypad, a keyboard, a mouse, and a display).

  The communication unit 15 is one or a plurality of interfaces for performing data communication with other devices via the network (8, 9a, 9b). In this embodiment, the information processing apparatus 1 performs data communication with the service desk terminal 2, the detection apparatuses (3 a and 3 b), the applicant terminal 5, the supervisor terminal 6, and the administrator terminal 7 by the communication unit 15. .

  The information processing apparatus 1 according to the present embodiment is an apparatus having these configurations. The information processing apparatus 1 is, for example, a general-purpose computer such as a PC or a virtual environment computer.

<Relationship between each information>
FIG. 3 illustrates the contents of each information used in the present embodiment and the relationship between each information. In the present embodiment, one piece of device management information 20 is prepared for each management target. That is, in this embodiment, the information processing apparatus 1 may manage one device with one device management information 20 or manage a plurality of devices with one device management information 20. Good. The device management information 20 includes invariant information 21 and variable information 22.

  The invariant information 21 is information that does not change even when an operation related to the life cycle management service is performed on a device to be managed. In this embodiment, the invariant information 21 includes information indicating a customer ID, management number, manufacturer name, model name, model name, serial number, vendor name, and average power consumption.

For example, the value of the customer ID is an identifier for identifying the customer. The management number value is an identifier for identifying a management target. The value of the manufacturer name indicates the name of the manufacturer of the device included in the management target. The value of the model name indicates the name of the model of the device included in the management target. The value of the model name indicates the model number of the device included in the management target. The serial number value indicates the serial number of the device included in the management target. The value of the vendor name indicates the name of the vendor of the device included in the management target. Moreover, the value of average power consumption shows the average power consumption of the apparatus contained in management object. The power consumption may be expressed in any format.

  When a plurality of devices are included in the management target, a plurality of values can be stored for the manufacturer name, model name, model name, serial number, and vendor name, respectively. In this case, in this embodiment, each of the manufacturer name, model name, model name, serial number, and vendor name may hold or be selected for each device included in the management target. A value may be held for the connected device. For example, when a plurality of devices included in the management target can be divided into a main device (for example, a PC main body) and peripheral devices of the main device, the manufacturer name, model name, model name, serial number, and vendor As a name, a value for the main device may be held.

  On the other hand, the variable information 22 is information that can change when work related to the life cycle management service is performed on a device to be managed. In this embodiment, the variable information 22 includes a customer ID, management number, application type, application number, user affiliation, user device administrator name, usage period (start), usage period (end), usage location, OS type. , IP address and host name information are included.

  For example, the application type value indicates the work most recently applied to the managed device. The value of the application number is an identifier for identifying an application from the applicant terminal 5. The user affiliation value indicates the name of the organization to which the person who uses the managed device belongs and an identifier for identifying the organization.

  Further, the value of the used device administrator name indicates, for example, the name of the administrator who manages the device on the customer side. The value of the used device administrator name may be the host name of the administrator terminal 7. In this case, the administrator terminal 7 may be specified by the value of the user device administrator name.

  The value of the usage period (start) indicates the date and time when the use of the managed device is started. The value of the usage period (end) indicates the date and time when the use of the management target device ends or the date and time when it is scheduled to end. Based on the value of the usage period (end), the information processing apparatus 1 informs the service desk terminal 2, the administrator terminal 7, and the management target device itself that the usage period of the management target device has ended. Notification or termination may be announced.

  The use location value indicates the location where the managed device is used. The value of the OS type indicates an OS (Operating System) used in the managed device. When the OS is not used in the management target device, the OS type value may not be held, and a value indicating invalidity may be held as the OS type value. The value of the IP address indicates the IP address assigned to the managed device. The host name value indicates the host name of the device to be managed.

  In this way, one piece of device management information 20 is prepared for each management target. On the other hand, one piece of identification information 23 is acquired for each device detected by the detection device. When a plurality of devices are managed by one device management information 20, invariant information 21 included in the one device management information 20 is associated with a plurality of pieces of identification information 23. Thereby, in this embodiment, a plurality of devices included in one housing can be managed as one device by one device management information 20. That is, according to this embodiment, it is possible to manage devices not in units of individual devices but in units of enclosures.

  In the present embodiment, the identification information 23 includes information indicating a MAC address (Media Access Control address), a manufacturer name, a model name, a host name, and an authentication status.

  The value of the MAC address indicates the MAC address of the target device. Further, the value of the authentication status indicates the authentication state of the target device. The detection devices (3a, 3b) may quarantine the target device in cooperation with a quarantine server (not shown). The authentication status of the target device is determined by, for example, the quarantine.

  The correspondence relationship between the invariant information 21 included in the device management information 20 and one or a plurality of pieces of identification information 23 is indicated by a correspondence table 24. The correspondence table 24 may be data in any format, for example, represented in table format data. In the present embodiment, one record of the correspondence table 24 holds the value of the customer ID of the invariant information 21, the value of the management number, and the value of the MAC address of the identification information 23 associated with the invariant information 21. Thus, the correspondence between the invariant information 21 and the identification information 23 is shown.

  The correspondence table 24 may be created manually or automatically. Note that the information processing apparatus 1 may create a record in the correspondence table 24 so that a plurality of pieces of identification information 23 acquired according to a predetermined rule are associated with the same invariant information 21. For example, it is assumed that the information processing apparatus 1 has acquired one or a plurality of new identification information 23 that is not associated with the invariant information 21. At this time, when creating the new device management information 20, the information processing apparatus 1 corresponds to the invariable information 21 included in the new device management information 20 with the acquired one or more pieces of new identification information 23. A record of the correspondence table 24 may be created so as to be attached.

  Note that after the invariant information 21 and the identification information 23 are associated with each other, the value of the corresponding field included in the identification information 23 may be stored in each field of the invariant information 21. In the present embodiment, the value of the manufacturer name and the value of the model name included in the invariant information 21 may be acquired from the identification information 23 having a correspondence relationship.

  When an application is submitted from the applicant terminal 5 to the information processing apparatus 1, application information 40 indicating the content of the application is transmitted from the applicant terminal 5 to the information processing apparatus 1. In the present embodiment, the information processing apparatus 1 (update unit 36) uses the application information 40 to update the variable information 22 in which the value of the customer ID matches the value of the management number in accordance with the work to be applied. . In the present embodiment, when the work to be applied is a new device, the information processing apparatus 1 (update unit 36) sets the application information 40 as invariant information in which the customer ID value and the management number value match. The device management information 20 is updated by using the variable information 22 of the device management information 20 including 21.

  Further, when an application for expansion of a device or software is applied for work on the target device, the expansion information 25 of the device or software related to the expansion is acquired from the applicant terminal 5 to the information processing apparatus 1 based on the application. Is done. The extension information 25 is associated with variable information 22 of a device (addition destination device) to which the device or software related to the extension is added. That is, the same number of pieces of extension information 25 as the number of equipment or software to be added is associated with the variable information 22 of the equipment to be added. The extension information 25 includes information indicating a customer ID, a management number, and an extension option.

  The extension option field stores, for example, a management number of the added device or software, an identifier for identifying shipment of the added device or software, a name of the added device or software, and the like. The extension option field stores, for example, the license number of the software to be added.

  In the present embodiment, these pieces of information are stored in the storage unit 11. Such information may be stored in any format such as a database format. These pieces of information may be stored in an independent device such as NAS (Network Attached Storage).

  In the present embodiment, the value of the customer ID and the value of the management number are handled as search keys for each information. That is, in this embodiment, the target device management information 20 and the like are searched using the customer ID value and the management number value. Therefore, each piece of information in this embodiment includes a customer ID value and a management number value.

§2 Operation Example Next, an operation example of the information processing apparatus 1 according to the present embodiment will be described with reference to FIGS. 4 to 9 show an example of a processing procedure in each apparatus such as the information processing apparatus 1 according to the present embodiment. 4 to 9, the step is abbreviated as “S”.

<New workflow>
FIG. 4 shows an example of a processing procedure of the information processing apparatus 1 according to the present embodiment when a device is newly installed. In this embodiment, the service provider kits and ships the equipment stored by the customer stored on the provider side of the life cycle management service to the designated location based on the application from the user of the equipment. Assume a scene. In this situation, depending on the application from the user, a CE (Customer Engineer) may be dispatched to a designated place where the device is shipped when providing the service. Then, the installation and operation check of the device may be performed by the dispatched CE. Moreover, the storage place of the said apparatus is the warehouse for arrangement | positioning of a kitting center, for example.

  In the present embodiment, on the service provider side, the device stored by the detection device is detected (step 100), and the stored device identification information 23 is acquired based on the detection result (step 101). ). For example, the service provider connects the stored device to the network 9a. The identification information acquisition unit 31 of the information processing device 1 acquires the identification information 23 of the device connected to the network 9a by the detection device 3a. When the target device exists on the customer side, the identification information 23 may be acquired by the detection device 3b.

  The service provider requests the information processing apparatus 1 to register the device management information 20 related to the target management target via the service desk terminal 2 (step 102). In the registration request, each piece of information included in the invariant information 21 of the device management information 20 related to registration may be acquired manually. Then, these pieces of information acquired by manual input may be transmitted from the service desk terminal 2 to the information processing apparatus 1.

  The control unit 12 of the information processing apparatus 1 creates device management information 20 in response to a registration request from the service desk terminal 2 (step 103). As a result, the device management information 20 is registered. At this time, the identification information reflecting unit 32 reflects the target identification information 23 in the invariant information 21 by associating the identification information 23 acquired in Step 101 with the invariant information 21 of the created device management information 20. Specifically, the identification information reflecting unit 32 creates a record of the correspondence table 24 indicating the correspondence between the identification information 23 and the invariant information 21.

  The selection of the device related to the association may be performed by any method. For example, a list of devices whose identification information 23 is not associated with the invariant information 21 is displayed on the screen of the service desk terminal 2. In step 102, the service provider selects a device to be stored from the list and requests registration of the device management information 20. Thereby, selection of a device related to the association may be performed. At this time, in step 103, the identification information reflecting unit 32 associates the identification information 23 of the selected device with the invariant information 21 of the device management information 20 related to registration.

  In the present embodiment, after the device management information 20 is registered in this way, the user terminal (applicant) who wants to use the device stored on the service provider side from the applicant terminal 5 to the information processing device 1. Then, an application relating to the establishment of a new device to be used is made (step 201). At the time of the application, application information 40 is transmitted from the applicant terminal 5 to the information processing apparatus 1. Each information included in the application information 40 is acquired manually or automatically.

  For example, the applicant designates his / her customer ID through the applicant terminal 5 and accesses the information processing apparatus 1. By this access, the applicant terminal 5 displays a list of newly installable devices specified by the customer ID. At this time, the newly installable device identification information 23 managed by the service provider side is already associated with the invariant information 21 of the device management information 20. Therefore, when a new device is specified in the list, a management number related to the device is specified. Thereby, the value of the management number included in the application information 40 related to the new establishment may be specified.

  In this embodiment, at this time, the device management information 20 including the invariant information 21 associated with the identification information 23 of the newly installable device does not include the variable information 22. The variable information 22 is included in the device management information 20 when the application information 40 is registered as the variable information 22 in step 210 described later.

  When an application relating to the establishment of a device is made from the applicant terminal 5, the application receiving unit 33 of the information processing apparatus 1 receives the application (step 202). And the approval process part 34 performs the approval request | requirement of the operation | work (new establishment) which concerns on the said application with respect to the supervisor terminal 6. FIG. For example, the application receiving unit 33 receives the application information 40 from the applicant terminal 5 to receive an application from the applicant terminal 5. And the approval process part 34 notifies the message which concerns on the said approval request with respect to the supervisor terminal 6 which approves the operation | work (new establishment) which concerns on the said application. The notification of the message may be performed by, for example, notification in a dedicated application or may be performed by e-mail. The superior terminal 6 that performs the approval may be designated by a prior setting or may be designated by the above application.

  The supervisor terminal 6 approves the work (new establishment) related to the application in response to the approval request (step 203). The approval is performed, for example, by responding to a message notified from the information processing apparatus 1. When the work related to the new establishment (new establishment) is approved in the boss terminal 6, the approval processing unit 34 of the information processing apparatus 1 receives the message related to the approval transmitted from the boss terminal 6 (step 204). When the approval processing unit 34 receives a message related to the approval from the boss terminal 6, the approval processing unit 34 transmits the content of the work (new establishment) related to the approval to the administrator terminal 7. The transmission of the message may be performed by notification in a dedicated application or may be performed by e-mail, for example.

  The administrator terminal 7 confirms the contents of the approved work (new establishment). Then, after the content of the work (new establishment) is confirmed, as a response to the transmission from the approval processing unit 34, the administrator terminal 7 sends a message relating to the work request for the work (new establishment) related to the approval to the information processing apparatus. 1 (step 205).

  When the approval processing unit 34 of the information processing apparatus 1 receives a message related to a work request transmitted from the administrator terminal 7, the work instruction unit 35 sends a work instruction for the work (newly established) received the work request to the service This is performed for the desk terminal 2 (step 206). At the time of the work instruction, the work instruction unit 35 transmits information indicating the content of the work (new installation) that has received the work instruction to the service desk terminal 2.

The service desk terminal 2 confirms the content of the work (newly established) related to the work instruction and responds to the confirmation (step 207). When the service desk terminal 2 makes a response that the work content has been confirmed, the information processing apparatus 1 receives the response message (step 208).

  Further, in the service desk terminal 2, after the device related to the work (new establishment) related to the work instruction is shipped to the place indicated by the value of the use place included in the application information 40, the work is sent to the information processing apparatus 1. A message indicating that (new installation) has been completed is transmitted (step 209).

  When the message is received, the update unit 36 of the information processing apparatus 1 updates the device management information 20 by associating the application information 40 as the variable information 22 with the invariant information 21 of the newly installed device (step 210). As a result, the variable information 22 is included in the device management information 20.

<Workflow at the time of relocation>
FIG. 5 shows an example of a processing procedure of the information processing apparatus 1 and the like according to the present embodiment at the time of equipment transfer. In the present embodiment, it is assumed that a device used on the customer side is transported from a transfer source to a transfer destination based on an application from a user of the device. In this situation, depending on the application from the user, the CE may be dispatched to the relocation source when providing the service. Then, the dispatched CE may perform the disassembly of the device at the relocation source, the installation of the device at the relocation destination, the setting change, the operation check, and the like.

  Since description can be made in substantially the same manner as steps 201 to 209 of the workflow at the time of the new establishment, description of steps 301 to 309 is omitted. However, in step 301, in the relocation application, at least a device related to the relocation and a relocation destination of the device are designated.

  For example, when the applicant intends to apply for relocation by the applicant terminal 5, the applicant terminal 5 accesses the information processing apparatus 1 by specifying the value of the customer ID of the applicant and the value of the place of use. . By this access, the applicant terminal 5 displays a list of devices that can be relocated that are specified by the customer ID and the location of use. When a device related to relocation is specified in the list, the status of the device is specified by the variable information 22 included in the device management information 20 of the specified device.

  However, the use place value included in the variable information 22 indicates the place before the relocation. Therefore, the applicant terminal 5 prompts the designation of the transfer destination of the target device by receiving the input of the location of the transfer destination. Then, the transfer destination of the target device is designated by the reception. In step 301, application information 40 is created based on the variable information 22 thus obtained and the device transfer destination. Then, the created application information 40 is transmitted from the applicant terminal 5 to the information processing apparatus 1 when applying for relocation.

  In step 310, the update unit 36 changes the use location value included in the variable information 22 associated with the invariant information 21 of the device related to the transfer to the transfer destination location specified in step 301. The device management information 20 is updated. For example, the update unit 36 changes the use place value included in the variable information 22 associated with the invariant information 21 of the target device to the use place value of the application information 40 indicating the transfer destination of the target device. As a result, the value of the use location included in the variable information 22 of the device related to the transfer indicates the location of the transfer destination.

<Workflow for expansion>
FIG. 6 shows an example of a processing procedure of the information processing apparatus 1 according to the present embodiment when adding devices. In this embodiment, a scene is assumed in which equipment or software stored in a deployment warehouse or the like of a kitting center is added to equipment used on the customer side based on an application from a user. In this scene, the device or software related to the expansion is shipped to the installation location of the expansion destination device. In this situation, depending on the application from the user, the CE may be dispatched to the installation location where the expansion destination device is installed when providing the service. The dispatched CE may perform device connection, software installation, operation check, and the like at the installation location.

  Since description can be made in substantially the same manner as in steps 201 to 209 of the workflow at the time of new establishment, description of steps 401 to 409 is omitted. However, in step 401, in the application for expansion, the device or software related to the expansion and the device of the expansion destination are designated. The expansion information 25 may be included in an application for expansion. Further, the extension information 25 may be specified from information registered in advance in the information processing apparatus 1 for the device or software related to the extension.

  In step 410, the update unit 36 associates the expansion information 25 of the device or software related to the expansion with the variable information 22 of the expansion destination device. As a result, the device management information 20 is updated.

<Workflow at the time of replacement>
FIG. 7 shows an example of a processing procedure of the information processing apparatus 1 and the like according to the present embodiment at the time of device replacement. In this embodiment, a device already installed on the customer side (device before replacement) is replaced with a new device (device after replacement) stored in the deployment warehouse of the kitting center based on an application from the user. ). In this scene, a new device (device after replacement) is shipped to the installation location of the device before replacement, and the device before replacement is collected. The collected equipment before replacement is temporarily stored in the lifting warehouse of the kitting center. The device related to the replacement may be a device related to the expansion. Further, depending on the application from the user, the CE may be dispatched to the installation location of the device before replacement when providing the service. Then, the dispatched CE may perform disassembly and collection of the device before replacement, installation of the device after replacement, operation check, and the like.

  Since description can be made in substantially the same manner as in steps 201 to 209 of the workflow at the time of new establishment, description of steps 501 to 509 is omitted. However, in step 501, a device before replacement and a device after replacement are designated in the replacement application. The designation of the device before replacement can be explained in the same manner as the designation of the device related to relocation. The designation of the device after replacement can be explained in the same manner as the designation of the device related to the new installation. In step 501, the device management information 20 related to the device before replacement and the device management information 20 related to the device after replacement are specified by each designation.

  In step 510, the update unit 36 acquires the variable information 22 of the device before replacement. Then, after associating the acquired variable information 22 as the variable information 22 of the device after replacement, the update unit 36 changes the variable information 22 before replacement to information indicating that the device is not in use. The device management information 20 is updated. The update unit 36 changes the value of the user attribute of the variable information 22 and the value of the usage location included in the device management information 20 related to the device before replacement, thereby changing the variable information 22 before replacement to Change to information indicating that the device is not in use. For example, the update unit 36 changes the value of the user attribute of the variable information 22 before the exchange and the value of the use location to indicate that the storage location (kitting center) or has been discarded. As described above, in the present embodiment, two pieces of device management information 20 are updated in work related to replacement.

  If the device related to the replacement is the device related to the expansion, in step 510, the update unit 36 uses the variable information 22 of the device where the device related to the replacement is added to the expansion information 25 related to the device before the replacement. Is deleted, and the device management information 20 is updated by associating the additional information 25 related to the replaced device. In the present embodiment, the extension information 25 related to the device before replacement is deleted from the variable information 22 but is continuously stored in the storage unit 11. The extension option field of the extension information 25 stores information indicating that the device is not in use.

<Workflow for collection>
FIG. 8 shows an example of a processing procedure of the information processing apparatus 1 and the like according to the present embodiment at the time of device collection. In the present embodiment, it is assumed that a device installed on the customer side is collected based on an application from a user. The collected equipment is temporarily stored in the lifting warehouse of the kitting center. The device related to the collection may be a device related to the expansion. Further, a CE may be dispatched to a device collection destination when providing a service by an application from a user. And the apparatus which concerns on collection | recovery may be disassembled by dispatched CE.

  Since description can be made in substantially the same manner as in steps 201 to 209 of the workflow at the time of the new establishment, description of steps 601 to 609 is omitted. However, in step 601, a device for collection is specified in the collection application. The recovery operation can be explained in the same manner as the relocation operation. Therefore, step 601 can be described in substantially the same manner as step 301.

  In step 610, the update unit 36 changes the variable information 22 of the device related to the collection so as to indicate that the device related to the collection is not in use. As a result, the device management information 20 is updated. In the present embodiment, the updating unit 36 changes the user attribute value and the usage location value of the variable information 22 of the device related to the collection, so that the device uses the variable information 22 of the device related to the collection. Change to information indicating that it is not in the middle. For example, the update unit 36 changes the value of the user attribute of the variable information 22 of the device related to the collection and the value of the usage location to indicate that the location is a storage location (kitting center) or has been discarded. To do. Except for the fact that the value to be changed is different, step 610 can also be described in substantially the same manner as step 310 relating to relocation.

  When the device related to the collection is the device related to the addition, in step 610, the update unit 36 sets the device expansion information 25 related to the collection in the variable information 22 of the device where the device related to the collection is added. By deleting, the device management information 20 is updated. In the present embodiment, as in the case of replacement, the device expansion information 25 related to collection is deleted from the variable information 22 but is continuously stored in the storage unit 11. The extension option field of the extension information 25 stores information indicating that the device is not in use.

  In addition, if the user wants to use the equipment temporarily stored at the kitting center after the replacement or after the collection, the user may apply for a new installation.

<Workflow during verification>
FIG. 9 shows an example of a processing procedure of the information processing apparatus 1 according to the present embodiment at the time of verification. The verification is performed to confirm whether or not the device installed on the customer side is installed in an appropriate location. The verification may be performed in response to a request from the service desk terminal 2. In addition, the verification may be performed after the processing related to each of the above operations. In the present embodiment, the verification is performed after the processing related to each of the above operations. Thereby, the verification part 37 can extract the apparatus in which the state has changed although it is not the object of the work which concerns on the work from the applicant terminal 5. FIG.

  First, a device installed on the customer side is detected by the detection device (step 701). In the example shown by FIG. 1, the apparatus installed in the customer side is detected by the detection apparatus 3b. The detection result (detection result) is transmitted to the information processing apparatus 1. The information processing apparatus 1 receives the transmitted detection result (step 702).

  When the information processing apparatus 1 receives the detection result, the verification unit 37 of the information processing apparatus 1 installs each device ascertained from the device management information 20 and each device installation location ascertained from the detection result by the detection device. Are compared (step 703). The installation location of each device grasped from the detection result by the detection device is specified from the location where the detection device that detected each device is installed, for example. In this case, for example, the verification unit 37 includes a location indicated by the use location value of the variable information 22 included in the device management information 20 of the target device, and a location where the detection device that detects the target device is installed. Compare

  Then, as a result of the comparison, the verification unit 37 extracts a device in which the installation location grasped from the device management information 20 and the installation location grasped from the detection result by the detection device are not compatible (step 704). If there is no device in which the installation location grasped from the device management information 20 and the installation location grasped from the detection result by the detection device do not exist, the process ends. On the other hand, when there is a device in which the installation location grasped from the device management information 20 and the installation location grasped from the detection result by the detection device exist, the information on the extracted device is notified to the service desk terminal 2. The As a result, the verification result of the device whose installation location is not appropriate is reported (step 705).

  For example, the verification unit 37 includes device management information 20 (variable information) that includes a customer ID that matches the customer ID of the application information 40 transmitted when applying for each work, and includes a management number that does not match the management number of the application information 40. 22) is specified. In step 703, the verification unit 37 compares the installation location of each device ascertained from the specified device management information 20 with the installation location of each device ascertained from the detection result by the detection device.

  Although the installation location grasped from the device management information 20 and the installation location grasped from the detection result by the detection apparatus are not the target of the work related to the application from the applicant terminal 5, The device has changed its state. Therefore, when there is a device in which the installation location grasped from the device management information 20 and the installation location grasped from the detection result by the detection device exist, the verification unit 37 performs the work related to the application based on the application information 40. It may be estimated that it is not performed properly. And the verification part 37 may notify the warning message which shows the operation | work estimated that it is not performed appropriately based on the said application information 40 to the service desk terminal 2. FIG.

§3 Supplement Although the embodiment of the present invention has been described in detail above, the above description is merely an example of the present invention in all respects and is not intended to limit the scope thereof. It goes without saying that various improvements and modifications can be made without departing from the scope of the present invention.

DESCRIPTION OF SYMBOLS 1 Information processing apparatus 2 Service desk terminal 3a, 3b Detection apparatus 5 Applicant terminal 6 Supervisor terminal 7 Administrator terminal 8 Network 11 Storage part 12 Control part 20 Equipment management information 21 Invariant information 22 Variable information 23 Identification information 24 Correspondence table 25 Expansion Information 31 Identification information acquisition unit 32 Identification information reflection unit 33 Application reception unit 34 Approval processing unit 35 Work instruction unit 36 Update unit 37 Verification unit 40 Application information

Claims (12)

Identification information acquisition means for acquiring identification information of a detected device from a detection device that detects the device installed at a predetermined installation location;
Reflecting means for reflecting the acquired identification information as invariant information that does not change even when work is performed on the device in device management information for managing the device;
Application accepting means for accepting an application for work on the device from the applicant terminal;
A work instruction means for giving a work instruction corresponding to the application to the worker terminal;
Among the device management information, variable information associated with the invariant information of the device related to the work, which can change when the work is performed on the device, according to the work performed based on the work instruction. Updating means for updating the device management information by updating;
An information processing apparatus comprising: The information processing apparatus according to claim 1, wherein the detection apparatus detects a device connected to a predetermined network, and acquires address information used by the device in the network as the identification information. An approval request means for making an approval request to an approver terminal having an authority to approve the work related to the application when receiving an application for the work on the device;
Approval receiving means for receiving approval transmitted from the approver terminal in response to the approval request, further comprising:
The information processing apparatus according to claim 1, wherein after the approval is received, the work instruction unit issues a work instruction for the work related to the approval to the worker terminal. When the work for the device is a new device, the updating means associates the information included in the new application received from the applicant terminal as variable information with the invariant information of the device related to the new device, The information processing apparatus according to any one of claims 1 to 3, wherein the device management information is updated. When the work for the device is relocation of the device, the updating means changes the installation location of the device indicated by the information included in the variable information associated with the invariant information of the device related to the relocation to the location of the relocation destination. The information processing apparatus according to claim 1, wherein the device management information is updated. When the work for the device is an expansion of the device or software, the updating means associates the information on the device or software related to the expansion with the variable information of the device on which the device or software is added, thereby the device management information. The information processing apparatus according to any one of claims 1 to 5, wherein the information is updated. When the work for the device is a device replacement, the update unit acquires the variable information of the device before replacement, associates the acquired variable information as the variable information of the device after replacement, The information processing apparatus according to claim 1, wherein the device management information is updated by changing variable information to information indicating that the device is not in use. When the operation for the device is collection of the device, the update unit updates the device management information by changing variable information of the device related to collection to information indicating that the device is not in use. Item 8. The information processing apparatus according to any one of Items 1 to 7. The information indicating that the device is not in use is information indicating that the installation location of the device is a storage location, or information indicating that the device has been discarded. Information processing device. By comparing the installation location of each device ascertained from the device management information with the installation location of each device ascertained from the detection result by the detection device after the update means has updated the variable information, The apparatus further comprises an extraction means for extracting a device in which the installation location grasped from the device management information and the installation location grasped from the detection result by the detection device do not match with respect to the device which is not a target of the work related to the application. Item 10. The information processing apparatus according to any one of Items 1 to 9. Computer
Obtaining identification information of the detected device from a detection device that detects the device installed in a predetermined installation location;
Reflecting the acquired identification information as invariant information that does not change even when work is performed on the device in device management information for managing the device; and
Receiving an application for work on the device from the applicant terminal;
Performing a work instruction according to the application to the worker terminal;
Among the device management information, variable information associated with the invariant information of the device related to the work, which can change when the work is performed on the device, according to the work performed based on the work instruction. Updating the device management information by updating;
Information processing method to execute. On the computer,
Obtaining identification information of the detected device from a detection device that detects the device installed in a predetermined installation location;
Reflecting the acquired identification information as invariant information that does not change even when work is performed on the device in device management information for managing the device; and
Receiving an application for work on the device from the applicant terminal;
Performing a work instruction according to the application to the worker terminal;
Among the device management information, variable information associated with the invariant information of the device related to the work, which can change when the work is performed on the device, according to the work performed based on the work instruction. Updating the device management information by updating;
A program for running

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