JP2014174626A - Window terminal failure preventive maintenance system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a window terminal failure preventive maintenance system capable of efficiently preventing a failure by automatically notifying a manager of a financial institution system side and a service department of a maintenance service system side in response to a result of a determination about a failure level of a window terminal, for example, a normal level, or a failure, or a failure sign.SOLUTION: The window terminal failure preventive maintenance system has means for regularly or irregularly collecting operation history information of a window terminal, analyzing the collected operation history information regularly or when necessary, determining a level of a failure from the analysis result and automatically notifying a management department of a financial institution system and a service department of a maintenance service system of it in response to the determination result so as to take a preventive action.

Description

  The present invention relates to a failure prevention and maintenance system for a window terminal of a financial institution, for example. In particular, the present invention relates to a failure prevention and maintenance system for a service window terminal suitable for dealing with a failure of a window terminal of a window business such as a bank or a securities company.

  As background art of this technical field, there is JP-A-2004-246410 (Patent Document 1). In this gazette, as an issue, “To access and log access logs from routers or firewalls of the customer network via the Internet on behalf of the customer, send the specified content to the customer as a statistical information report and display it. As a means for solving the problem, an internet access log analysis system comprising a customer network 1, an analysis center 2 and a communication network NW (Internet) 3 is provided. 2 acquires an access log from the router 12 or the firewall 12 of the customer network 1 through the communication network 3 by the analysis server 21, performs log analysis processing, reverses the DNS server 22 from the IP address to the domain, and Based on customer specifications Create a content statistics report and transmitted to the customer terminal 11 has been described as Internet access log analysis system. "Show thereto (see Abstract).

JP 2004-246410 A

  Patent Document 1 describes a mechanism of an Internet access log analysis system. However, in the Internet access log analysis system system of Patent Document 1, the analysis center 2 acquires the access log from the router or firewall 12 of the customer network 1 via the communication network 3 by the analysis server 21 based on the request from the customer. However, log analysis processing is performed, and consideration is not given to system analysis such as grasping the tendency of failure and predicting failure occurrence in advance.

  In other words, when a failure occurs in a window terminal installed at a window of a bank or a securities company, the person in charge of the window calls the person in charge of the service department each time. In other words, since there is a person in charge near the window terminal, it is sufficient to call a service person (maintenance person) each time a failure occurs, and there is no need for a special countermeasure system.

However, in the case of the failure countermeasure method that is handled by the person in charge at the window, even if the person in charge at the window is able to respond immediately, the service maintenance person is called, so that the calling time and effort are also required. Not only that, but the terminal could not be used in the meantime, and there was a problem that the counter work was delayed.
Therefore, there has been a problem that it is impossible to deal with systematic analysis such as grasping the tendency of failure and predicting failure occurrence in advance.

  Accordingly, the present invention determines the degree of failure of the window terminal, for example, normal, failure, and the degree of pre-failure sign, and the administrator on the financial institution system side and the service department on the maintenance service system side according to the determination result. In response to this, a failure prevention and maintenance system for a window terminal that can be expected to automatically notify and efficiently perform failure prevention is provided.

  In order to correct the above problem, the present invention collects the operation history information of the window terminal regularly or irregularly, analyzes the collected operation history information at any time or periodically, and determines the failure from the analysis result. In accordance with the result of the determination, a means for automatically contacting the management department of the financial institution system and the service department of the maintenance service system to enable precautionary measures is provided.

For example, the failure prevention and maintenance system for the window terminal of the present invention is:
In a system having monitoring / analyzing means for monitoring / analyzing the operating status of a window terminal of a financial institution system and reporting the monitoring / analysis result to a reporting destination terminal of a maintenance service system
The monitoring / analysis means includes
Means for periodically or irregularly collecting operation information in the operation status as operation history information of the window terminal;
Means for analyzing the collected operation history information at any time or periodically;
Reporting the analysis result to the financial institution system side and the maintenance service system side,
The analyzing means is an analysis unit that analyzes the operation history information according to an analysis rule for analyzing an abnormality of the window terminal, a failure level indicating whether the analysis result by the analysis unit is normal, a failure sign, or a failure A pass / fail judgment unit for judging based on threshold data for judging
The reporting means reports to the service department via the reporting destination terminal of the maintenance service system and indicates a pre-failure indication when the determination result by the pass / fail determination unit is a failure level indicating a failure of the window terminal. If it is about the failure level, the financial institution system side has a reporting unit that reports abnormality via the window terminal,
It is characterized by that.

A failure prevention and maintenance system for window terminals,
The monitoring / analyzing means includes means for setting and changing the threshold value.

A failure prevention and maintenance system for window terminals,
The monitoring / analyzing means, when the operation history information based on the operating status of the window terminal cannot be collected regularly, collects the operation history information irregularly with the analysis center, and the operation history information is The history information DB is supplemented.

In addition, the failure prevention and maintenance method for the window terminal of the present invention,
In the failure prevention and maintenance method of the window terminal in a system having a monitoring / analysis center that monitors and analyzes the operating status of the window terminal of the financial institution system and reports the monitoring / analysis result to the report destination terminal of the maintenance service system,
The monitoring / analysis center includes analysis means for analyzing operation information in the operation status as operation history information of the window terminal, and the analysis means includes:
Collecting the operation history information of the window terminal regularly or irregularly;
Analyzing the collected operation history information as needed or periodically;
Reporting the analysis result to the financial institution system side and the maintenance service system side;
Analyzing the operation history information according to an analysis rule for analyzing an abnormality of the window terminal, and threshold data for determining a failure level as to whether the analysis result by the analysis step is normal, failure sign, or failure Determining based on
When the determination result in the pass / fail determination step is a failure level indicating a failure of the window terminal, a failure is reported to the service department via the notification destination terminal of the maintenance service system and is a failure level indicating a pre-failure sign And reporting the abnormality to the financial institution system side via the window terminal,
It is characterized by that.

A failure prevention and maintenance method for a window terminal,
The monitoring / analyzing unit has a step of setting and changing the threshold value.

  According to the present invention, operation history information of a window terminal is automatically collected, automatically analyzed, and a failure or a pre-failure sign (degree of failure) can be automatically notified, so that a self-detecting system can be realized.

  In addition, it is possible to omit the periodic inspection which has been conventionally performed, for example, once / month or once / half year.

In addition, by taking pre-measures before failure, it is possible to improve services such as less system down time and less unavailable time.
Problems, configurations, and effects other than those described above will become apparent from the following description of embodiments.

It is a figure which shows the structure of the failure prevention maintenance system of the window terminal of this invention. It is a functional block diagram which shows the structural example of the analysis server of a failure prevention maintenance system. It is a flowchart which shows the processing flow of the control apparatus of an analysis server. It is a schematic diagram schematically showing the relationship between the failure frequency / number of times and the degree of failure.

Hereinafter, examples will be described with reference to the drawings.
FIG. 1 is a diagram illustrating a configuration example of a failure prevention and maintenance system for a window terminal applied to a financial institution system such as a bank as the window terminal.

  The failure prevention and maintenance system monitors and analyzes the operating status of the window terminals 101 and 101n of the financial institution systems 10 and 10n connected via the network 40, and the analysis result is sent to the maintenance service company system 30 and the network 50 via the network 50. The monitoring / analysis center 20 for reporting to the 30 m reporting destination terminals 301 and 301 m is provided.

  The financial institution system is, for example, a system in a bank / securities company sales office 10, 10n. The system at each branch office has service window terminals 101 and 101n to be monitored.

  The maintenance service company system is a system in branch offices 30 and 30m of the company responsible for maintenance of the window terminals 101 and 101n. The system in the branch has the service department / outgoing department reporting destination terminals 301 and 301m that receive the monitoring results of the operating status of the window terminals 101 and 101n to be monitored.

  The network 40 connects the terminals 101 and 101n in the sales offices 10 and 10n of the financial institution system and the monitoring / analysis center 20, and the network 50 includes the reporting destination terminals 301 and the monitoring / analysis center and branch offices of the maintenance service system. Connect 301m. The network 50 may use a dedicated line or may also be used as the network 40.

  The monitoring / analysis center 20 includes a monitoring device 201, an analysis device 202, a recording device 203, and an input / output device 204.

  The monitoring device 201 is a means for monitoring the operating status of the window terminals 101 and 101n installed in the sales offices 10 and 10n of the financial institution system, and includes, for example, a monitoring server. The monitoring device 201 uses a well-known monitoring technique, and detailed description thereof is omitted.

  The analysis device 202 is a means having a function of analyzing the operation status (monitoring information) based on the monitoring result of the monitoring device 201, that is, the operation history information collected from the sales terminal, and is composed of, for example, an analysis server. The configuration and function of the analysis device 202 will be described later.

  The recording device 203 stores operation history information based on the operation status of the window terminals 101 and 101n and input information (feedback input information) from the report destination terminal 301, for example, threshold data, analysis rules, and information indicating failure handling methods. An operation history information DB 2031 for storing operation history information, a threshold data DB 2032 for recording threshold data, an analysis rule DB 2033 for recording analysis rules, and a response method for recording failure response method information. DB 2034, etc. The threshold value may be an absolute value or a relative value (difference value).

  Feedback input information is input from a service person (maintenance person) 302 of the terminal 301 in the maintenance service system, and is supplied via a feedback input unit 2041 of the input device 204 described later.

  The input / output device 204 receives information indicating the operation status from the network 40, supplies the information to the monitoring device 201 as monitoring information, and receives feedback input information from the network 50 and supplies it to the recording device 203. And an output interface for outputting the analysis result from the analysis device 202 via the networks 40 and 50.

  FIG. 2 is a functional block diagram illustrating a configuration example of the analysis apparatus (analysis server) 201. In FIG. 1, the analysis server 201 includes an arithmetic device (hereinafter referred to as a control device) 2021 and a notification device 2022.

  The control device 2021 includes an operation history information collection unit 20211, an operation history information recording / reading unit 20212, and an operation history information analysis unit 20213.

  The operation history information collection unit 20211 collects the monitoring status based on the monitoring result by the monitoring device 201 as operation history information. The operation history information is, for example, information related to a control unit, a printing unit, a scanner unit, and the like of a business terminal.

  The operation history information recording / reading unit 20212 records the operation history information based on the monitoring information collected by the operation history information collecting unit 20211 in the operation history information DB 2031 of the recording device 203, and reads the operation history information from the DB.

  The operation history information analysis unit 20213 analyzes the operation history information read by the operation history information recording / reading unit 20212. The analysis of the operation history information is performed based on the threshold data of the threshold data DB 2032 of the recording device 203 and the analysis rules of the analysis rule DB 2033. The threshold data level is divided into, for example, four levels. The analysis rule is that the level 3 or lower is a normal range level that operates normally, and the range of levels 3 to 5 is not a failure, but is a pre-failure indication level, and levels 5 to 7 are barely moving Is a failure level, and level 7 or higher is a failure level in a completely down state, and analysis is performed according to these levels.

  The reporting device 2022 includes known reporting means such as e-mail, etc., receives the analysis result from the operation history information analysis unit 20213, and reports the analysis result to the terminal 101 on the financial institution system side via the network 40. It has a reporting unit 20211 and an analysis result reporting unit 20222 that reports to the maintenance service system side terminal 301 via the network 50. The analysis result reporting units 20211 and 20222 may be shared by one reporting unit.

  FIG. 3 is a flowchart showing a processing flow of the control device of the analysis server. In the same figure, the automation analysis process will be described.

  First, the operation history information collection unit 20211 periodically collects operation history information of the window terminal 101 in step S211. Information collection may be irregular.

  In step S212, the operation history information recording / reading unit 20212 records the operation history information in the operation history information DB 2031. In step S213, the operation history information DB 2031 reads out the operation history information, and supplies the operation history information to the operation history information analysis unit 20213.

  The operation history information analysis unit 20213 performs the following processing. That is, in step S213, the operation history information read from the operation history information DB 2031 is analyzed according to the above-described rules recorded in the analysis rule DB 2033.

  In step S214, the analysis result in step S213 is compared with the value (level) recorded in the threshold data DB 2032 to determine pass / fail, that is, normal, failure sign, and failure.

  If the determination result is normal in step S215, the process returns to step S211. If it is a failure, in step S221, the failure determination result is transmitted to the analysis result reporting unit 20222 of the reporting device 2022.

  If there is a pre-failure indication, it is determined in step S216 whether or not the pre-failure indication is a prescribed number of times continuously.

  If it is the specified number of times (Y), it is determined as a failure, and the process proceeds to step S221. If it is not the prescribed number of times (N), in step S231, information indicating the handling method is read from the handling method DB 2034, and information indicating the handling method is transmitted to the analysis result reporting unit 20221 of the reporting device 2022 together with the determination result.

  In step S222, the analysis result reporting unit 20222 displays the failure content on the reporting destination terminal 301 of the corresponding service department (outgoing department) on the service maintenance company side and reports the failure.

  Upon receiving the notification, the service staff 302 of the service department goes to the sales office 10 on the failure occurrence side and performs preventive maintenance. In step S224, the service department is returned to and the actual situation is input from the report destination terminal 301.

  In step S225, the feedback input unit 20411 receives the data input from the report destination terminal 301, and based on the data, threshold data (threshold value indicating the degree of failure with respect to the failure frequency / number of times shown in FIG. 4). (Value level) is corrected appropriately, and the process returns to step S211.

  In step S232, the analysis result reporting unit 20221 informs the corresponding window terminal 101 of the pre-failure sign and the countermeasure method.

  For example, the contact person 101 performs cleaning, simplification, adjustment, and the like of the sensor, the optical lens, and the air intake port of the card reading portion, and returns to step S211.

  FIG. 4 is a schematic diagram showing the failure frequency / number of times versus the degree of failure in the operation history information analysis unit 20213. In the figure, the horizontal axis indicates the failure frequency and frequency, and the vertical axis indicates the degree of failure. The threshold levels 3, 5, and 7 are set with reference to the past failure history.

  As described above, the threshold level is a normal range level that is operating normally when the level is 3 or lower, and the range of levels 3 to 5 is not a failure, but is a pre-failure indication level, and level 5 to 7 Is a fault level that is barely moving but level 7 or higher is a fault level that is completely down.

10 Financial Institution 20 Fault Monitoring / Analysis Center 201 Monitoring Device (Monitoring Server)
202 Analysis device (analysis server)
2021 Arithmetic device (control device)
20211 Operation history information collection unit 20212 Operation history information recording / reading unit 20213 Operation history information analysis unit 2022 Notification device 203 Storage device 204 Input / output device 20411 Feedback input unit 30 Maintenance service company 301 Notification destination terminal

Claims (5)

In a system having monitoring / analyzing means for monitoring / analyzing the operating status of a window terminal of a financial institution system and reporting the monitoring / analysis result to a reporting destination terminal of a maintenance service system
The monitoring / analysis means includes
Means for periodically or irregularly collecting operation information in the operation status as operation history information of the window terminal;
Means for analyzing the collected operation history information at any time or periodically;
Reporting the analysis result to the financial institution system side and the maintenance service system side,
The analyzing means is an analysis unit that analyzes the operation history information according to an analysis rule for analyzing an abnormality of the window terminal, a failure level indicating whether the analysis result by the analysis unit is normal, a failure sign, or a failure A pass / fail judgment unit for judging based on threshold data for judging
The reporting means reports to the service department via the reporting destination terminal of the maintenance service system and indicates a pre-failure indication when the determination result by the pass / fail determination unit is a failure level indicating a failure of the window terminal. If it is about the failure level, the financial institution system side has a reporting unit that reports abnormality via the window terminal,
A failure prevention and maintenance system for window terminals. A failure prevention and maintenance system for a window terminal according to claim 1,
The failure prevention and maintenance system for a window terminal, wherein the monitoring / analyzing means includes means for setting and changing the threshold value. A failure prevention and maintenance system for a window terminal according to claim 1,
The monitoring / analyzing means, when the operation history information based on the operating status of the window terminal cannot be collected regularly, collects the operation history information irregularly with the analysis center, and the operation history information is A failure prevention and maintenance system for a window terminal, characterized in that the history information DB is supplemented. In the failure prevention and maintenance method of the window terminal in a system having a monitoring / analysis center that monitors and analyzes the operating status of the window terminal of the financial institution system and reports the monitoring / analysis result to the report destination terminal of the maintenance service system,
The monitoring / analysis center includes analysis means for analyzing operation information in the operation status as operation history information of the window terminal, and the analysis means includes:
Collecting the operation history information of the window terminal regularly or irregularly;
Analyzing the collected operation history information as needed or periodically;
Reporting the analysis result to the financial institution system side and the maintenance service system side;
Analyzing the operation history information according to an analysis rule for analyzing an abnormality of the window terminal, and threshold data for determining a failure level as to whether the analysis result by the analysis step is normal, failure sign, or failure Determining based on
When the determination result in the pass / fail determination step is a failure level indicating a failure of the window terminal, a failure is reported to the service department via the notification destination terminal of the maintenance service system and is a failure level indicating a pre-failure sign And reporting the abnormality to the financial institution system side via the window terminal,
A failure prevention and maintenance method for a window terminal. A failure prevention and maintenance method for a window terminal according to claim 4,
The monitoring / analyzing means includes a step of setting and changing the threshold value, and a failure prevention and maintenance method for a window terminal.

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