JP2014026364A - Information processing device and computer program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To support appropriate provision of event information related to IT service operation for each of a plurality of users concerned with the operation.SOLUTION: In an operation management device 14, a notification condition holding unit 26 holds notification conditions which defines a situation in which a user has to be notified of event information related to operation of a management target device 10 and also defines a notification destination user among a plurality of users having different job responsibilities. A determination unit 28 determines whether the notification conditions are satisfied on the basis of a transition of a situation from event occurrence to event termination. An event notification unit 30 provides the event information for a terminal of the notification destination user when the notification conditions are satisfied.

Description

  The present invention relates to a data processing technique, and relates to a technique for supporting management of an IT service.

  ITIL (Information Technology Infrastructure Library) has permeated in the field of IT service operation management. ITIL presents a framework for managing incidents that occur in the operation of IT services, a framework for managing problems in IT services, and the like.

JP 2011-118686 A

  From the occurrence of an event such as an incident or problem related to the operation of an IT service to the closing thereof, the status of the event changes every moment. In order to improve the quality of operation management for IT services, the present inventor notifies the appropriate user of appropriate information according to the contents of the event and the situation of response to prevent omission of correspondence or well-known omission. Thought to be important.

  However, manually determining who should be notified at which timing is a heavy load and there is a risk of notification omission due to a determination error. Further, the present inventor considered that the appropriate notification method and notification contents differ depending on the user of the notification destination, and it is burdensome to judge this manually each time and there is a high risk of making a determination error.

  The present invention is based on the above-mentioned problem recognition of the inventor, and its main purpose is to appropriately provide information on events related to the operation of IT services to each of a plurality of users involved in the operation. Is to provide technology to do.

  In order to solve the above problems, an information processing apparatus according to an aspect of the present invention is an information processing apparatus that manages a transition of a situation from the occurrence to the end of an event related to the operation of an IT service. This device is a notification condition that determines a situation in which information related to an event should be notified to a user, and a notification condition holding unit that defines a notification destination user from a plurality of users with different responsibilities, and a transition of the event status And a determination unit that determines whether or not the notification condition is satisfied, and an event information providing unit that provides information about the event to the terminal of the notification destination user when the notification condition is satisfied.

  It should be noted that any combination of the above-described components, and a representation of the present invention converted between a method, a system, a program, a recording medium storing the program, and the like are also effective as an aspect of the present invention.

  ADVANTAGE OF THE INVENTION According to this invention, it can support providing the information of the event regarding operation of IT service appropriately to each of the some user who is related to the operation.

It is a figure which shows the structure of the information system of embodiment. It is a figure which shows a management page. It is a figure which shows a management page. It is a block diagram which shows the function structure of the operation management apparatus of FIG. It is a figure which shows an event details page. It is a figure which shows related incident information. It is a figure which shows an example of notification conditions. It is a figure which shows an example of notification conditions. It is a figure which shows the popup dialog for an event notification. It is a figure which shows the mail data for event notification. It is a figure which shows the mail data for event notification. It is a flowchart which shows operation | movement of an operation management apparatus.

  For events such as incidents / problems / configuration changes that occur as a result of IT service operations, the status of the event ranges from the occurrence (in other words, drafting) to the end (in other words, closing / resolution / final votes). It changes every moment. For example, there may be a plurality of statuses such as drafting → cause identification work → cause identification → response by person in charge → specification of influence range → response by affected parties → closed. It should be noted that staying in a specific status for a long time is regarded as a change in the situation in the embodiment, assuming that the status has not changed for a predetermined time or longer.

  Based on the premise that the status of an event changes every moment, the present inventor is able to provide appropriate information to an appropriate user at an appropriate timing according to the transition of the event status. We thought it was important to achieve Service Level Agreement. For example, we thought it would be desirable to provide detailed information at the time of an incident to those who should conduct incident analysis work and provisional / full-scale actions efficiently. . On the other hand, it is desirable to provide summary level information indicating the current status of incidents to the administrator who should efficiently manage the overall status of operations management when the status of incidents changes. Thought.

  The inventor recognizes that a specific method for realizing appropriate information provision according to the transition of the situation of the event has not been sufficiently proposed so far, and proposes the information system 100 of the embodiment below. To do.

  FIG. 1 shows a configuration of an information system 100 according to the embodiment. The management target device 10 is an information processing device that provides an IT service to an end user terminal 12 such as an end user PC or a portable information terminal. For example, it is a web server that executes an information providing service using a web page. The operation management apparatus 14 is an information processing apparatus that manages various events related to the operation of the management target apparatus 10, and specifically, incident management / problem management / change management (hereinafter collectively referred to as “event management” in accordance with ITIL). The data processing related to the event status is also executed, and the transition of the event status is managed.

  The management target apparatus 10 may be installed with agent software of an IT service management application. Further, manager software that communicates with the agent software as appropriate may be installed in the operation management apparatus 14.

  The operation management device 14 is an IT service management device, and is a web page (hereinafter also referred to as “management information” or “event information”) for event management related to the management target device 10 that is presented to the person in charge of operations. (Hereinafter also referred to as “management page”) is provided to the person-in-charge PC 16 for display. The management page is a web page for allowing an operation person to refer to and edit event management information.

  The person-in-charge PC16 is a general term for the person-in-charge PC16a, the person-in-charge PC16b, and the person-in-charge PC16c operated by a user having the authority in charge in the IT service management department (hereinafter simply referred to as “person in charge”). The management page provided from 14 is displayed on the display. The person in charge has a responsibility to perform an analysis work or the like (hereinafter, also referred to as “event solution work”) for shifting an event related to the management target apparatus 10 to a solved (closed) status. Typically, the person in charge always displays a management page for event resolution work, and refers to and inputs management information for event management as needed.

  2 and 3 show the management page. FIG. 2 shows a management page 110 that displays a list of incidents by person in charge, and specifically shows a management page 110 that shows a list of incidents assigned to the person in charge “Taro Nomura”. FIG. 3 shows a management page 110 that displays a list of incidents by system, and specifically shows a management page 110 that shows a list of multiple incidents that have occurred in the “sales management system” as the management target device 10. ing. When the person in charge of operation selects a specific incident from the management page 110 of FIG. 2 or FIG. 3, a web page (hereinafter also referred to as “event details page”) showing detailed information of the incident is displayed. The person in charge of the operation refers to and inputs the detailed information of the incident at any time on the event details page. The event details page will be described later with reference to FIG.

  Returning to FIG. 1, the person-in-charge PC 16 a to the person-in-charge PC 16 c are assigned to a plurality of operation persons in charge with different responsibilities. Specifically, the person-in-charge PC 16a is operated by an operator who is in charge of initial response to events and updating event information, the person-in-charge PC 16b is operated by a hardware person, and the person-in-charge PC 16c is operated by a network person.

  The administrator PC 18 is a PC operated by a user having administrator authority in the IT service management department (hereinafter simply referred to as “administrator”). The administrator has the responsibility to grasp the status of the event for the managed device 10 and to supervise the work performed by the person in charge of operation. Typically, the administrator often leaves the terminal at a meeting or the like, and does not always check the management page 110, and the progress of the event related to the managed device 10 is transmitted from the operation management device 14. Confirm by email.

  1 are connected via a communication network such as a LAN, a WAN, and the Internet. Further, the management target device 10, the operation management device 14, the person-in-charge PC 16, and the administrator PC 18 may be installed in an SI company that provides a system operation service (outsourcing service), and the physical installation position of each device does not matter. .

  FIG. 4 is a block diagram showing a functional configuration of the operation management apparatus 14 of FIG. The operation management apparatus 14 includes an event information holding unit 20, a management screen providing unit 22, an event information updating unit 24, a notification condition holding unit 26, a determination unit 28, and an event notification unit 30.

  Each block shown in the block diagram of the present specification can be realized in terms of hardware by an element such as a CPU of a computer or a mechanical device, and in terms of software, it can be realized by a computer program or the like. The functional block realized by those cooperation is drawn. Therefore, those skilled in the art will understand that these functional blocks can be realized in various forms by a combination of hardware and software. For example, each functional block in FIG. 4 may be stored in a recording medium as a program module that forms part of manager software for IT service management, and may be installed in the storage of the operation management apparatus 14. And the function of each functional block may be exhibited by being read into the main memory of the operation management apparatus 14 and being executed by the CPU of the operation management apparatus 14.

  The event information holding unit 20 is a storage area that holds event information related to the operation of the management target device 10, specifically, information for incident management / problem management / change management associated with the operation of the management target device 10. For example, it holds data input by the person in charge of operations for various information items on the management page 110 in FIGS. 2 and 3, and event information automatically set by the manager software of the operation management apparatus 14 and the agent software of the management target apparatus 10. To do.

  The event information of this embodiment includes event ID (for example, incident ID), event generation system name (that is, name of managed device 10), title, event (content of incident or problem), status, priority, cause, progress It includes information items such as information, affected range, related contact information, draft date and time, and last update date and time. The event information may include management items specified and recommended by ITIL, for example. The above status includes states such as “new” → “causal analysis in progress” → “cause analysis complete” → “under countermeasures” → “closed”. The person in charge causes the person-in-charge PC 16 to display a management page, refers to the event information, and sets / updates the event information via the management page.

  When the management screen providing unit 22 receives a management page provision request from the person-in-charge PC 16, the management page providing unit 22 manages event data held in the event information holding unit 20 according to a predetermined format. To the user PC 16 for display. In addition, when the person in charge selects a specific event on the event list page shown in FIGS. 2 and 3, the management screen providing unit 22 receives the ID of the selected event from the person in charge PC 16 and receives information on the selected event as an event. Obtained from the information holding unit 20. Then, the event detail page data in which the selected event information is arranged according to a predetermined format is set, and the event detail page data is transmitted to the person-in-charge PC 16 for display.

  FIG. 5 shows the event details page. In the event detail page 130 of FIG. 6, detailed information of the incident with ID “00237” is arranged. When the event detail page 130 is provided, the management screen providing unit 22 records the event ID and the last provided date in association with each other in a predetermined storage area. When the management screen providing unit 22 newly provides the event detail page 130, the management screen providing unit 22 checks whether or not the last provided date / time associated with the event ID has been recorded. Compare the last update date and time of event information. If the event information has been updated more recently, in other words, if the event information has been updated since the event detail page 130 of the event was last provided, an information update indicator 134 indicating the event is displayed. Arrange on the detail page 130.

  The management screen providing unit 22 is knowledge information for advancing the status of the display target event on the event detail page 130 toward resolution, in other words, a reference for supporting the work of the person in charge for the event. Identify information. For example, knowledge about past incidents and problems in which character strings that match the character strings recorded in the title field and content field of the display target event, and FAQ (Frequently Asked Questions) information The information may be specified as information, or the knowledge information may be specified by a known method. The management screen providing unit 22 sets a link character string to the identified knowledge information in the knowledge information field 132.

  The knowledge information field 132 of FIG. 5 includes a link to a work procedure manual for solving a detected network failure and a link to information on other related incidents. In other words, the work procedure manual and related incident information are presented to the person in charge as knowledge information. When the person in charge clicks the link to the work procedure manual, the work procedure manual file stored in the operation management apparatus 14 or another information server is downloaded to the person in charge PC 16 and displayed. When the person in charge clicks the link to the related incident information, the related incident information held in the operation management apparatus 14 or other information server is displayed on the web browser of the person in charge PC 16. FIG. 6 shows related incident information, specifically, an example in which a web page of FAQ information in incident response is provided.

  Returning to FIG. 4, the event information update unit 24 acquires event information input by the operation person in each information item of the management page (for example, event detail page) from the person in charge PC 16, and the event held by the event information holding unit 20 Update information. In other words, the data input to the management page by the person in charge of operation is reflected in the event information held by the event information holding unit 20.

  When event information is automatically transmitted from the management target device 10, the event information update unit 24 receives the event information and updates the event information held by the event information holding unit 20. The event information acquisition / update process may be realized by a known IT service management application mechanism (cooperation between agent software and manager software).

  The notification condition holding unit 26 holds a notification condition that defines a situation in which information related to an event held in the event information holding unit 20 should be notified to an operator, an administrator, or a related person (for example, a hardware person in charge or a network person in charge). To do. It can be said that the notification condition defines the timing for notifying event information, the notification destination user, the notification content, and the notification method. As will be described later with reference to FIGS. 7 and 8, in the embodiment, the notification condition defines a determination condition that is a condition for determining the execution of the notification process, a notification timing, a notification destination user, a notification method, and a notification content. This is realized by a combination of a notification rule and a mapping rule that defines the correspondence between the determination condition and the notification rule.

  The determination unit 28 determines whether the notification condition of the notification condition holding unit 26 is satisfied according to the transition of the event status held in the event information holding unit 20. Specifically, the determination unit 28 constantly monitors the event information in the event information holding unit 20 and detects that the event information has been updated by the operator or has been automatically updated by the agent software of the end user terminal 12. The determination unit 28 determines whether or not the determination condition of the notification condition holding unit 26 is satisfied for each event for which information has been updated, and whether or not the notification timing determined by the notification rule has been reached. It is determined that the notification condition is satisfied.

  When the notification condition is satisfied, the determination unit 28 notifies the event notification unit 30 to notify the notification destination user defined by the notification rule of the information defined by the notification rule by the notification method defined by the notification rule. Instruct. Specifically, data for instructing notification of event information (hereinafter also referred to as “notification instruction”) is sent to the event notification unit 30. In the notification instruction, an event whose status is updated, in other words, an ID of an event to be notified, for example, an incident ID is also specified. The determination unit 28 determines whether or not the determination condition of the notification condition holding unit 26 is satisfied for each event in which information is updated, and the notification condition is satisfied when the determination condition is satisfied. It can also be said that the event notification unit 30 is instructed to notify the event information that satisfies the determination condition at the timing determined by the notification rule.

Hereinafter, a specific example of the process of the determination unit 28 will be described with reference to FIGS. 7 and 8.
FIG. 7 shows an example of notification conditions. FIG. 7A shows a determination condition table, FIG. 7B shows a notification rule table, and FIG. 7C shows a mapping rule table. Here, consider a case where a hardware failure incident occurs in the sales system of Company A. When the information on this incident is newly registered in the event information holding unit 20, the determination unit 28 first refers to the determination condition table, and in descending order of priority (priority “1” is the highest priority). It is sequentially determined whether or not the determination condition is satisfied. Here, it is determined that the determination condition “xxx1” of the priority order “1” is satisfied. In this case, the determination condition of the priority order “2” or less is skipped because the determination condition of the priority order “1” is satisfied. To do.

  Next, the determination unit 28 refers to the mapping rule table and identifies the notification rule “yyy1” associated with the determination condition “xxx1”. Then, with reference to the notification rule table, it is determined whether or not the event status (for example, status transition status) satisfies the notification timing defined by the notification rule “yyy1”.

  In the example of FIG. 7, the determination unit 28 sends an e-mail to a user with administrator authority (administrator PC 18) when one hour has elapsed from the draft (for example, after the status becomes “new”). The event notification unit 30 is instructed to notify the text in accordance with the layout for managers (format for time elapse notification). When the determination unit 28 first detects that an event has been issued, for example, when event information having a status of “new” is newly recorded in the event information holding unit 20, the determination unit 28 is notified at the notification timing of the notification rule. A timer for a specified time (for example, 1 hour) may be started. When the elapse of 1 hour is detected by the timer, it may be determined that the notification timing “1 hour from the draft” is satisfied.

  In addition, regarding the notification rule “yyy1”, the determination unit 28 determines the cause when the status of the incident is “cause analysis completed”, or when a value is set in the cause code field of the incident information as another aspect. The event notification unit 30 is instructed to notify the related person in charge of the information of the work procedure manual by web notification via the management page. For example, when the cause code indicates a hardware failure, the terminal of the person in charge of hardware (person in charge PC 16b) may be notified, and when the cause code indicates a network failure, the terminal of the person in charge of the network (Person in charge PC 16c) may be a notification destination.

  FIG. 8 also shows an example of the notification condition. 8A shows a determination condition table, FIG. 8B shows a notification rule table, and FIG. 8C shows a mapping rule table. Here, as a first step, a hardware failure alert is automatically detected in the sales system that is the management target device 10, and incident data indicating that is sent to the event information of the operation management device 14 via the event information update unit 24. It is assumed that it is automatically registered in the holding unit 20.

  At this time, the determination unit 28 refers to the determination condition table, determines that the determination condition “aaa1” is satisfied, refers to the mapping rule table, and notifies the notification rule “bbb1” associated with the determination condition “aaa1”. Is identified. The determination unit 28 refers to the notification rule table, determines that the notification timing defined by the notification rule “bbb1” has been reached, and performs an initial response procedure to the operator (person in charge PC 16a) through web notification via the management page. The event notification unit 30 is instructed to notify the text to be shown.

  Next, as a second step, it is assumed that the operator sets the cause code of the incident information to “hard failure” and sets the status to “in response”. At this time, the determination unit 28 determines that the determination condition “aaa1” is not satisfied, while the determination condition “aaa2” is satisfied, and refers to the mapping rule table to notify the determination condition “aaa2”. The rule “bbb2” is specified. The determination unit 28 refers to the notification rule table and determines that the notification timing “immediately” defined by the notification rule “bbb2” is satisfied. Then, an event notification unit 30 is instructed to notify the person in charge of hardware (person in charge PC 16b) of the text according to the layout for interested parties (format for failure cause notification) by e-mail.

  In the second step, the record of the notification timing “one hour has passed since the status change” in the notification rule “bbb2” is not satisfied, but the determination unit 28 starts the timer for one hour. For example, a flag indicating that a timer should be set in the record may be set in advance, and the determination unit 28 may start a timer that counts the time specified by the notification timing with reference to the flag. .

  Next, as the third step, the situation has not changed in the situation after one hour has passed since the cause was revealed. Specifically, even if the one-hour timer set in the second step expires, there is no change in the status of the incident information. And At this time, the determination unit 28 refers to the determination condition table, determines that the determination condition “aaa2” is satisfied, refers to the mapping rule table, and notifies the notification rule “bbb2” associated with the determination condition “aaa2”. Is identified. The determination unit 28 refers to the notification rule table and determines that the notification timing “one hour has passed since the status change” defined by the notification rule “bbb2” is satisfied. Then, the event notification unit 30 is instructed to notify the administrator (for example, the administrator of the sales system and the administrator PC 18) of the text according to the layout for the administrator by e-mail.

  Next, as a fourth step, it is assumed that the influence range of the failure indicated by the incident is specified, and the status of the incident is changed to “effect range specification complete”. At this time, the determination unit 28 refers to the determination condition table, determines that the determination condition “aaa2” is satisfied, refers to the mapping rule table, and notifies the notification rule “bbb2” associated with the determination condition “aaa2”. Is identified. The determination unit 28 refers to the notification rule table and determines that the notification timing “status is“ impact range identification complete ”” defined by the notification rule “bbb2” is satisfied. Then, the person concerned who is affected by the failure indicated by the incident (here, the person in charge of the network and the person in charge PC 16c) is notified of the text according to the layout for the concerned person (format for influence range notification) by e-mail. The event notification unit 30 is instructed to do so.

  Returning to FIG. 4, the event notification unit 30 transmits the event information held in the event information holding unit 20 to the person in charge PC 16 and the administrator PC 18 in accordance with the notification instruction from the determination unit 28. For example, from the management information of the event specified by the notification instruction, an information item specified by the format specified by the notification instruction is extracted, and the extracted event information is changed to the method (means) specified by the notification instruction. And provide it to operators, related parties, and managers. The event notification unit 30 includes a web notification unit 32 and a mail notification unit 34.

  When the notification method is designated as “web” in the notification instruction from the determination unit 28, the web notification unit 32 acquires event information specified by the event ID specified in the notification instruction from the event information holding unit 20. . The web notification unit 32 sets data for popping up event information on the person-in-charge PC 16, for example, a JAVA Script (registered trademark) program including a code for displaying a pop-up dialog including event information on the web browser of the person-in-charge PC 16. . Then, the set pop-up display data is transmitted to the person-in-charge PC 16, and a pop-up dialog is displayed over the management page.

  FIG. 9 shows a pop-up dialog for event notification. The pop-up dialog 120 according to the embodiment includes an incident ID, a title, and a detail display button 122 as new event information. The web notification unit 32 sets a link to an event detail page that displays information about the event specified by the event ID specified by the notification instruction from the determination unit 28 in the detail display button 122. As a result, when the person in charge clicks the detail display button 122 in the pop-up dialog 120, an event detail page 130 indicating information on the event notified in the pop-up dialog 120 is displayed.

  Here, a method for displaying the pop-up dialog on the person-in-charge PC 16 will be described. In the person-in-charge PC 16a, the operator works with the management page always displayed. In the management page of the embodiment, a program code (for example, an Ajax code) that accesses the operation management apparatus 14 periodically (for example, every time 1 minute elapses) and confirms update of an event is set. When a notification destination “operator” and a notification method “web” are specified in the notification instruction from the determination unit 28, the web notification unit 32 sets a pop dialog program in accordance with the notification instruction. When an event update confirmation is received from the person-in-charge PC 16a, a pop-up dialog program is transmitted to the person-in-charge PC 16a, and the program is executed by the web browser of the person-in-charge PC 16a. As a result, a pop-up dialog is displayed on the person-in-charge PC 16a to notify the event information.

  Returning to FIG. 4, when the notification method is designated as “mail” in the notification instruction from the determination unit 28, the mail notification unit 34 holds event information identified by the event ID specified in the notification instruction. Obtained from the unit 20. Then, the mail data in which the event information is arranged in accordance with the mail format specified by the notification instruction is transmitted to the user terminal (person in charge PC16 or manager PC18) specified by the notification instruction.

  FIG. 10 shows mail data for event notification. This figure shows an administrator mail 150 that is mail data transmitted to the administrator PC 18. When the destination specified in the notification instruction is an administrator (administrator authority user), the mail notification unit 34 shows an overview of the event in the event information according to a document format predetermined for the administrator. A mail document in which information (specifically, the current status and priority of the event, progress information from the event occurrence) is arranged is set. Then, the mail document is transmitted to the administrator PC 18 to make the administrator confirm the event summary information asynchronously. For example, when the notification rule “bbb2” in FIG. 8 is satisfied, progress information indicating that the change to the next status is delayed after one hour has passed since the status change may be set. .

  FIG. 11 also shows the mail data for event notification. This figure shows, as mail data transmitted to the person in charge PC 16b of the person in charge of hardware and the person in charge PC 16c of the person in charge of the network, specifically, a mail 152 for the person in charge of related persons for notifying the related persons of event information. Show. If the address specified in the notification instruction is a related person (a person in charge of the person in charge, for example, a person in charge in a field affected by an incident), the mail notification unit 34 is a document for the person concerned (for the influence range notification). In accordance with the format, a mail document in which information (specifically, an event, a cause, an influence range, and related contact information) regarding an event influence range is set among event information is set. Then, the mail document is transmitted to the person in charge PC 16 (the person in charge PC 16c in the example of FIG. 11), and the related parties (in the example of FIG. 11, the network person in charge) are confirmed asynchronously.

  Note that the mail format defined by the notification condition, that is, a plurality of mail formats for users having different responsibilities and authority, may be held in advance in a predetermined storage area (not shown). For example, the mail notification unit 34 may create a mail document according to the mail format by setting event information corresponding to the item name in the field indicated by black brackets in FIGS. 10 and 11.

The operation of the above configuration will be described below.
FIG. 12 is a flowchart showing the operation of the operation management apparatus 14. Although not shown in the figure, when a request for providing a management page (for example, the management page 110 in FIGS. 2 and 3 or the event detail page 130 in FIG. 5) is received from the person-in-charge PC 16, the management screen providing unit 22 Data of a management page in which event information held by the event information holding unit 20 is arranged is set. Then, the management page data is provided to the person-in-charge PC 16 and displayed.

  When the person in charge inputs / changes data such as a cause code, status, influence range, and progress information in each event information item on the management page (typically, the event detail page 130 in FIG. 5), the event information update unit 24 Accepts the input data from the person-in-charge PC 16 and stores it in the event information holding unit 20. Further, when the agent software installed in the management target apparatus 10 notifies the event information to the manager software of the operation management apparatus 14, the event information update unit 24 stores the event information in the event information holding unit 20. The operation management apparatus 14 manages the progress status of the event until the status of event management related to the management target apparatus 10 ends. For example, a predetermined task corresponding to the event management status may be assigned to the person in charge of operation and the task information may be notified to the person in charge PC 16.

  When the operation management apparatus 14 receives a user operation for instructing the end of the event management process (Y in S10), that is, when the execution of the IT service management application is terminated by the user in the operation management apparatus 14, the flow of this figure is terminated. To do. When the event management process is continued (N in S10) and the event information is updated (Y in S12), the determination unit 28 maintains the notification condition for the updated event from the occurrence to the end thereof. It is confirmed whether or not the notification condition held by the unit 26 is satisfied (S16). Even if the event information has not been updated (N in S12), S16 is executed when the passage of the time defined by the notification timing is detected for the event that satisfies the determination condition previously (Y in S14). If the above time has not been detected (N in S14), the process returns to S10.

  When the determination unit 28 detects that a specific event satisfies the notification condition (Y in S18) and the notification condition defines a web notification as a notification method (Y in S20), the web notification unit 32 Information on the event satisfying the notification condition is displayed in a pop-up on the management page that is always displayed on the person-in-charge PC 16 (S22). At this time, the event information displayed in the pop-up dialog is used as event destination page data linked to, and the management screen providing unit 22 provides knowledge to assist the responder to advance the situation of the event toward resolution. Set the information. On the other hand, when the satisfied notification condition defines e-mail notification as a notification method (N in S20), the e-mail notification unit 34 sends the event information that satisfies the notification condition to the destination specified by the notification condition. Notification is made by mail (S24). If no event satisfying the notification condition is detected (N in S18), the process returns to S10.

  For example, when the destination is an administrator, summary information indicating the progress status and progress information of the event is notified by e-mail. If the destination is a party affected by the event indicated by the event, the information indicating the range of influence of the event indicated by the event is notified by e-mail. It should be noted that web notifications may be defined as a notification method when related parties also work by displaying the management page at all times, like operators.

  According to the operation management apparatus 14 of the present embodiment, in a series of event management flows from the occurrence of an event to the closing, according to the contents of the event and the response status, to an appropriate notification destination at an appropriate timing. Appropriate information can be provided by an appropriate method. As a result, it is possible to improve the work efficiency of a plurality of users (for example, operators, managers, and related persons) involved in handling an event, and it is easy to improve the SLA achievement rate.

  Specifically, according to the operation management device 14, human error can be reduced by automating information notification according to the transition of the event status. , It is possible to suppress the occurrence of missing reports to the administrator. Further, by automatically selecting the notification contents for each notification destination, it is possible to suppress the omission of notification of necessary information, and conversely the provision of unnecessary information and excessive information. That is, it is possible to provide information necessary for each of a plurality of users having different positions, responsibilities, authorities, and the like in a manner that supports efficient confirmation at a necessary timing.

  The present invention has been described based on the embodiments. This embodiment is an exemplification, and it will be understood by those skilled in the art 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. is there.

  It should also be understood by those skilled in the art that the functions to be fulfilled by the constituent elements recited in the claims are realized by the individual constituent elements shown in the embodiments and the modified examples or by their linkage. For example, the event information providing unit described in the claims may be realized by cooperation between the management screen providing unit 22 and the event notification unit 30 described in the embodiment.

  DESCRIPTION OF SYMBOLS 10 Management object apparatus, 14 Operation management apparatus, 16 Person in charge PC, 18 Administrator PC, 20 Event information holding part, 22 Management screen provision part, 24 Event information update part, 26 Notification condition holding part, 28 Judgment part, 30 Event Notification unit, 100 information system.

Claims (6)

An information processing apparatus that manages the transition of the situation from the occurrence to the end of an event related to the operation of an IT service,
A notification condition that defines a situation in which information related to the event should be notified to a user, and a notification condition holding unit that defines a notification destination user from a plurality of users having different responsibilities,
A determination unit that determines whether or not the notification condition is satisfied based on a transition of the status of the event;
An event information providing unit that provides information about the event to the terminal of the notification destination user when the notification condition is satisfied;
An information processing apparatus comprising:   The notification condition stipulates that detailed information on the event is notified to a user with the authority in charge when the event occurs, and the event is in a predetermined situation after the event has occurred. The information processing apparatus according to claim 1, wherein the event summary information is determined to be notified to a user having administrator authority.   The detailed information is knowledge information for supporting progress of the event status toward the end, while the summary information is information indicating a current status of the event. 2. The information processing apparatus according to 2.   The event information providing unit displays the detailed information on a web page for event management that is being referred to by a user with the authority in charge, and transmits an e-mail describing the summary information to the terminal of the user with administrator authority. The information processing apparatus according to claim 2, wherein the information processing apparatus is an information processing apparatus. The event is an incident or problem related to the operation of the IT service,
The notification condition further defines that, when an influence range of the incident or problem is found, information indicating the incident or problem is notified to an affected person. The information processing apparatus according to any one of 2 to 4. For information processing devices that manage the transition of the situation from the occurrence to the end of events related to IT service operations,
A notification condition that defines a situation in which information related to the event should be notified to a user, and a function that holds a notification condition that defines a notification destination user from a plurality of users with different responsibilities,
A function of determining whether the notification condition is satisfied based on a transition of the event status;
A function of providing information related to the event to the terminal of the notification destination user when the notification condition is satisfied;
Computer program for realizing.

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