JP2018112875A - Knowledge managing device, knowledge managing method and computer program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To reduce a work burden of a person who creates knowledge data.SOLUTION: A knowledge managing device 16 stores slave knowledge data that defines a procedure to address a trouble of an information system 14. The knowledge managing device 16 causes a user terminal 12 to display a creation screen which is for creating master knowledge data that defines a procedure to address the trouble of the information system 14, and which is for inputting, as the procedure in the master knowledge data, a combination of multiple pieces of the slave knowledge data. The knowledge managing device 16 stores the master knowledge data input to the creating screen in association with the multiple pieces of the slave knowledge data in such a way that the multiple pieces of the slave knowledge data can be referred from the master knowledge data.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a data processing technique, and more particularly to a technique for managing knowledge.

  In some cases, the knowledge management system manages knowledge data indicating a procedure for dealing with a failure that has occurred in an information system, thereby preventing the failure-related knowledge from becoming an individual (for example, Patent Document 1). reference).

JP 2010-55479 A

  In the conventional knowledge management system, the user has to create a large number of procedure manuals as knowledge data, and the burden on the user is large. The present invention has been made in view of the above problems, and a main object thereof is to provide a technique for reducing a burden on a knowledge data creator.

  In order to solve the above-described problem, a knowledge management apparatus according to an aspect of the present invention includes a storage unit that stores first knowledge data that defines a procedure for dealing with a failure in an information system, and a first stored in advance. A knowledge creation screen in which second knowledge data different from the knowledge data is input, and a knowledge creation screen for inputting a combination of a plurality of first knowledge data is displayed as a procedure in the second knowledge data. The second knowledge data and the second knowledge data so that the second knowledge data input on the knowledge creation screen is stored in the storage unit, and the plurality of first knowledge data can be referred to from the second knowledge data. A setting unit that associates a plurality of first knowledge data.

  Another aspect of the present invention is a knowledge management method. In this method, a computer that stores first knowledge data that defines a procedure for dealing with a failure in an information system receives knowledge data in which second knowledge data different from the previously stored first knowledge data is input. A step of displaying a knowledge creation screen for inputting a combination of a plurality of first knowledge data as a procedure in the second knowledge data, and a plurality of first knowledge data from the second knowledge data. And storing the second knowledge data input on the knowledge creation screen in association with the plurality of first knowledge data.

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

  According to the present invention, the burden on the knowledge data creator can be reduced.

It is a figure which shows the structure of the knowledge management system of an Example. It is a block diagram which shows the function structure of the knowledge management apparatus of FIG. It is a figure which shows the structure of the data stored in a child knowledge memory | storage part and a parent knowledge memory | storage part. It is a figure which shows the example of a child knowledge preparation screen. It is a figure which shows the example of a child knowledge preparation screen. It is a figure which shows the example of a parent knowledge preparation screen. It is a figure which shows the example of a parent knowledge preparation screen. It is a figure which shows the example of a parent knowledge browsing screen. It is a figure which shows the example of a parent knowledge browsing screen. It is a figure which shows the example of a procedure manual screen. A display example of a child knowledge procedure on the procedure manual screen is shown.

  Before describing the configuration of the knowledge management system of the embodiment, the problems of the conventional knowledge management system and the outline of the knowledge management system of the embodiment for solving the problems will be described.

  (1) In the conventional knowledge management system, the creator of knowledge data has to create many procedure manuals for dealing with failures occurring in the information system from scratch, and the burden on the creator is large. Therefore, the knowledge management system according to the embodiment stores the existing knowledge data as reusable parts, and can be reused when creating new knowledge data, thereby reducing the burden on the knowledge data creator.

(2) When the user manually performs the procedure determined by the knowledge data, there is a limit to the efficient use of the knowledge data. Therefore, the knowledge management system of the embodiment supports efficient use of knowledge data by supporting automatic execution of knowledge data.
(3) Knowledge data became obsolete over time, and its detection was difficult. Therefore, the knowledge management system of the embodiment associates the knowledge data with the system configuration information, and changes the availability of the knowledge data when the system configuration is changed.

  (4) Knowledge data (eg, procedure manuals) provided by conventional knowledge management systems cannot often be used as they are. This is because general-purpose content is described in the knowledge data and does not include variable item values such as node names and management server names, and sensitive information such as passwords that change depending on the node. For this reason, the user needs to create a separate procedure manual with variable item values and sensitive information added for each failure, and there is also a risk of a procedure manual creation error. Therefore, the knowledge management system of the embodiment acquires information on the system to which the knowledge data is applied (in other words, incident information) from the external device, and based on the system information, the value of the variable item and the sensitive information are stored in the knowledge data. Provide a procedure manual that can be set automatically and used for actual failure handling.

  FIG. 1 shows a configuration of a knowledge management system 10 of the embodiment. The information system 14a, the information system 14b, and the information system 14c (hereinafter collectively referred to as “information system 14”) are information processing systems constructed in a company. Each of the plurality of information systems 14 provides various information processing services to employees and customers' terminals. Each of the plurality of information systems 14 includes a plurality of nodes including servers and various communication devices, and a management server that manages the operation of each node.

  The user terminal 12a, the user terminal 12b, and the user terminal 12c (hereinafter collectively referred to as “user terminal 12”) are referred to as operation / maintenance personnel (hereinafter referred to as “users”) that should deal with the failure of the information system 14. ) Is an information terminal operated. For example, the user terminal 12 may be a PC, a tablet terminal, or a smartphone. The knowledge management device 16 is an information processing device that manages knowledge data created and referred to by a user. The detailed configuration of the knowledge management device 16 will be described later.

  The incident management device 18 is an information processing device that performs incident management and problem management based on an event (an event such as a failure) that occurs in each of the plurality of information systems 14. The incident management device 18 holds an incident ID, related system information (system name, node name, etc.), a specified cause, etc. in association with each other for each of a plurality of incidents. Further, the incident management device 18 provides a management screen for each incident to the user terminal 12.

  The change management device 20 holds information regarding configuration changes that have occurred in each of the plurality of information systems 14. The information regarding the configuration change includes, for example, schedule information and history information of the configuration change. Specifically, it may include information indicating hardware and software upgrades, information indicating addition of a node, scheduled change date, node to be changed, and work content.

  The configuration management device 22 can also be called a CMDB (Configuration Management Data Base), and holds configuration information of each of the plurality of information systems 14. The configuration information includes a system name, one or more node names constituting the information system 14, one or more hardware information constituting the information system 14, and software information used in each node. The configuration management device 22 further holds a login ID, login password, accessible user ID, and the like for each node as sensitive information of each node and server.

  Each apparatus shown in FIG. 1 is connected via a communication network 24 including a LAN, a WAN, the Internet, and the like. In addition, there is no restriction | limiting in the physical housing number of each apparatus shown in FIG. For example, the knowledge management device 16 in FIG. 1 may be realized by cooperation of a web server, an application server, and a database server.

  FIG. 2 is a block diagram showing a functional configuration of the knowledge management device 16 of FIG. The knowledge management device 16 includes a control unit 30, a storage unit 32, and a communication unit 34. The control unit 30 executes various data processing for knowledge management. The storage unit 32 is a data storage area that is updated or referred to by the control unit 30. The communication unit 34 communicates with an external device according to a predetermined communication protocol. The control unit 30 exchanges data with the user terminal 12, the incident management device 18, the change management device 20, and the configuration management device 22 via the communication unit 34.

  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 and a memory of a computer or a mechanical device, and in terms of software, it can be realized by a computer program or the like. , Depicts functional blocks realized by their cooperation. 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, a computer program including a module corresponding to each block in the control unit 30 may be installed in the storage of the knowledge management device 16 via a predetermined recording medium or a network. Then, the CPU of the knowledge management device 16 may exhibit functions corresponding to each block in the control unit 30 by appropriately reading and executing the computer program from the storage to the main memory.

  The storage unit 32 includes a child knowledge storage unit 36 and a parent knowledge storage unit 38. The child knowledge storage unit 36 stores child knowledge data, and the parent knowledge storage unit 38 stores parent knowledge data. The child knowledge data is knowledge data that defines a procedure for dealing with a failure that has occurred in the information system 14. Specifically, it is knowledge data including a procedure for diagnosing the cause of the failure and / or a procedure for dealing with the failure (in other words, solving the failure). The child knowledge data of the embodiment includes a procedure manual that defines, in a step-by-step manner, commands that a user should input to the device in order to respond to a failure. One child knowledge data can be used by a plurality of parent knowledge data.

  The parent knowledge data is knowledge data that defines a combination of a plurality of child knowledge data as a procedure for dealing with a failure that has occurred in the information system 14. That is, the procedure defined by the parent knowledge data is a combination of procedures defined by each of the plurality of child knowledge data. Typically, the parent knowledge data indicates knowledge of granularity corresponding to each incident or problem managed by the incident management device 18. On the other hand, the child knowledge data is a knowledge with a finer granularity, and indicates, for example, knowledge that defines the operation content (command or the like) for one device. The parent knowledge data includes both diagnostic knowledge data that defines the procedure for diagnosing the cause of the failure and corresponding knowledge data that defines the procedure for resolving the failure after identifying the cause. , Simply “corresponding to the failure”.

  FIG. 3 shows a configuration of data stored in the child knowledge storage unit 36 and the parent knowledge storage unit 38. The child knowledge storage unit 36 and the parent knowledge storage unit 38 further store the status and knowledge metadata in association with the body of the knowledge data including the diagnostic procedure or the corresponding procedure (“knowledge body” in the figure). The status is data indicating a status related to the use of knowledge data. In the embodiment, the status is data indicating that the use of knowledge data is possible or impossible (in other words, prohibited). As a modified example, the status may indicate other than availability. For example, it may be data indicating that the system targeted by the knowledge data has changed, or data indicating that the knowledge data is outdated and needs attention.

  The knowledge metadata includes, as related messages, a cause alert message that is an alert message indicating the cause of a failure and an impact alert message that is an alert message indicating the effect of the failure. The knowledge metadata includes information on an information system targeted by the knowledge data as CI (Configuration Item) information. The CI information can also be said to be attribute information regarding an information system to which a procedure determined by knowledge data can be applied. For example, the CI information may include a system name, hardware name (including vendor information and hardware type), node name (in other words, host name), and software name (OS name, firmware name, middleware name, etc.).

  Returning to FIG. 2, the control unit 30 includes a child knowledge creation screen display unit 40, a child knowledge setting unit 42, a parent knowledge creation screen display unit 44, a parent knowledge setting unit 46, a child knowledge presentation unit 48, a parent knowledge presentation unit 50, A command file providing unit 52, a status changing unit 54, and a search unit 56 are included. As described above, the knowledge management device 16 may have a web server function. In this case, the knowledge management device 16 provides the web page data for inputting knowledge data and the web page data for browsing knowledge data to the user terminal 12, and displays those web pages on the web browser of the user terminal 12. You may let them.

  The child knowledge creation screen display unit 40 transmits the data of the child knowledge creation screen for allowing the user to input the child knowledge data to the user terminal 12, and causes the user terminal 12 to display the child knowledge creation screen. The child knowledge creation screen will be described later with reference to FIGS. 4 (a) and 4 (b). The child knowledge setting unit 42 acquires the child knowledge data input on the child knowledge creation screen from the user terminal 12 and stores it in the child knowledge storage unit 36.

  The parent knowledge creation screen display unit 44 transmits data of a parent knowledge creation screen for allowing the user to input parent knowledge data to the user terminal 12 and causes the user terminal 12 to display the parent knowledge creation screen. The parent knowledge creation screen will be described later with reference to FIGS. The parent knowledge setting unit 46 acquires the parent knowledge data input on the parent knowledge creation screen from the user terminal 12 and stores it in the parent knowledge storage unit 38.

  The child knowledge presentation unit 48 transmits data of the child knowledge browsing screen in which the child knowledge data designated by the user among the plurality of child knowledge data stored in the child knowledge storage unit 36 is set to the user terminal 12, and the child knowledge is displayed. A browsing screen is displayed on the user terminal 12. The parent knowledge presentation unit 50 transmits, to the user terminal 12, the data of the parent knowledge browsing screen in which the content of the parent knowledge data designated by the user among the plurality of parent knowledge data stored in the parent knowledge storage unit 38 is set. The parent knowledge browsing screen is displayed on the user terminal 12. The parent knowledge browsing screen will be described later with reference to FIGS.

  The command file providing unit 52 transmits a command file in which a command (also referred to as a script) defined by the child knowledge data as a procedure is described to the user terminal 12 in response to a user request. When transmitting the command file to the user terminal 12, the command file providing unit 52 instructs the user terminal 12 (for example, a web browser) to execute the command file, so that the command described in the command file is transmitted to the user terminal 12. Let it run automatically.

  When the configuration of a certain information system 14 is changed, the status change unit 54 changes the status of the knowledge data associated with the information system 14. Specifically, the status change unit 54 receives data (hereinafter referred to as “configuration change notification”) for notifying that the configuration of an information system 14 has been changed from the change management device 20. The status change unit 54 refers to the CI information of each knowledge data stored in the child knowledge storage unit 36 and the parent knowledge storage unit 38, and identifies the knowledge data associated with the change target system indicated by the configuration change notification. The status change unit 54 is the identified knowledge data, that is, changes the status of the knowledge data created for the change target system from usable to unusable.

  Further, when receiving the configuration change notification, the status change unit 54 acquires configuration information (for example, a system name, a node name, a hardware name, a software name, etc.) related to the change target system indicated by the configuration change notification from the configuration management apparatus 22. The status change unit 54 refers to the CI information of each knowledge data stored in the child knowledge storage unit 36 and the parent knowledge storage unit 38, and identifies the knowledge data associated with the configuration information acquired from the configuration management device 22. . The status change unit 54 is the specified knowledge data, that is, changes the status of the knowledge data created for the elements constituting the change target system from usable to unusable.

  When search request data specifying a search character string (in other words, a keyword or a key phrase) is received from the user terminal 12, the search unit 56 is knowledge data having a high degree of matching with the search character string in accordance with a predetermined search algorithm. Search for. For example, the search unit 56 acquires child knowledge data including the search character string from the child knowledge storage unit 36 and acquires parent knowledge data including the search character string from the parent knowledge storage unit 38. The search unit 56 transmits the child knowledge data and the parent knowledge data that hit the search to the user terminal 12. For example, a search result screen including identification information of each knowledge data hit in the search and a hyperlink to each knowledge data may be transmitted to the user terminal 12. As a search character string, a knowledge title name, tag name, system name, alert message, or the like may be specified.

  4A and 4B show examples of the child knowledge creation screen. The child knowledge creation screen 60 includes a title input area, a summary input area, a tag input area, a draft source cloud input area, a procedure input area 62, a preview area 64, and a diagnosis result input area.

  A procedure input area 62 shown in FIG. 4A describes a procedure for handling a failure (including diagnosis) in a known markdown format. That is, the procedure input area 62 is an information item whose value is variable, in other words, an information item whose value changes depending on the environment, the user, the failure occurrence system, or the like is described in a markdown format. For example, “{{node.id}}” illustrated in FIG. 4A indicates a node (for example, a node in which a failure occurs) that is an operation target when a failure is handled. Further, “` `` cmd ”means a keystroke command on a terminal screen (also called a shell screen), and“ `` `result” means an output example on the terminal screen. Note that the description in the markdown format is an example, and may be described in a known markup language.

  As shown in FIG. 4B, the child knowledge creation screen display unit 40 previews display confirmation data including a keystroke command and an output example based on a markdown format procedure described in the procedure input area 62. Set in area 64. The display content of the preview area 64 can be said to be the display content of the child knowledge data on the user terminal 12.

  FIG. 5A and FIG. 5B show examples of the parent knowledge creation screen. The parent knowledge creation screen 70 includes a title input area, a summary input area, a tag input area, a draft source cloud input area, a cause alert message input area, an influence alert message input area, and a procedure input area 72.

  In the procedure input area 72 shown in FIG. 5B, a procedure for diagnosis and / or response to a failure as parent knowledge data is input as a combination of child knowledge data, that is, procedures are executed in time series. Multiple child knowledge data is specified. FIG. 5B shows parent knowledge data as diagnosis knowledge, and one or more combinations of child knowledge execution results and corresponding knowledge are designated. In FIG. 5B, the procedure determined by the child knowledge of # 1 to # 4 is executed, and if the execution result of the child knowledge is in the state shown in the diagnosis 1, it is determined that the corresponding knowledge of the diagnosis 1 should be used. If the execution result of is the state shown in diagnosis 2, it is determined that the corresponding knowledge of diagnosis 2 should be used. In the case of parent knowledge data as corresponding knowledge, only a plurality of child knowledge data and an execution result (confirmation item) of a procedure defined by each child knowledge data may be designated.

  The parent knowledge setting unit 46 stores the parent knowledge data and the child knowledge data in the parent knowledge storage unit 38 so that a plurality of child knowledge data designated on the parent knowledge creation screen 70 can be referred to from a certain parent knowledge data. Associate. For example, when the parent knowledge setting unit 46 stores the parent knowledge data shown in FIGS. 5A and 5B in the parent knowledge storage unit 38, the parent knowledge setting unit 46 performs # 1 to ## on the parent knowledge data. 4 child knowledge data identification information may be added, or a pointer indicating a memory address of each child knowledge data may be added.

  6A and 6B show examples of the parent knowledge browsing screen. The parent knowledge browsing screen 80 includes a title area, an overview area, a tag area, a drafting cloud area, a cause alert message area, an influence alert message area, and a procedure list area 82. In the procedure list area 82 of FIG. 6B, a plurality of child knowledge names configuring the parent knowledge procedure set on the parent knowledge creation screen 70 and the execution results of each child knowledge are displayed, and diagnostic knowledge is displayed. In the case of, the corresponding knowledge name is further displayed.

  A hyperlink to child knowledge data is set in the character string indicating the child knowledge name in the procedure list area 82. When a child knowledge name is selected on the parent knowledge browsing screen 80, the child knowledge presenting unit 48 acquires the selected child knowledge data from the child knowledge storage unit 36, and displays a child knowledge browsing screen showing the contents of the child knowledge data. (Not shown) is transmitted to the user terminal 12 and displayed. The child knowledge browsing screen includes a plurality of information items in the child knowledge creation screen 60 shown in FIGS. 4 (a) and 4 (b). For example, a title area, a summary area, a tag area, a drafting cloud area, a procedure area (the contents of the preview area 64 of the child knowledge creation screen 60 are displayed), and a diagnosis result area may be included.

  Similarly, a hyperlink to parent knowledge data as correspondence knowledge is set in the character string indicating the correspondence knowledge name in the procedure list area 82. When the corresponding knowledge name is selected on the parent knowledge browsing screen 80, the parent knowledge presenting unit 50 acquires the parent knowledge data as the selected corresponding knowledge from the parent knowledge storage unit 38, and the contents of the parent knowledge data are obtained. The parent knowledge browsing screen shown is transmitted to the user terminal 12 and displayed. Thereby, the user can confirm the contents (for example, an outline, a procedure, etc.) of a desired child knowledge and corresponding knowledge.

  In the procedure list area 82, a procedure manual display button 84 and an automatic execution button 86 are arranged. The procedure manual display button 84 is a screen object for displaying the procedure manual of the parent knowledge data. When the parent knowledge presentation unit 50 detects that the procedure manual display button 84 is selected on the parent knowledge browsing screen 80, the parent knowledge presentation unit 50 displays a screen (procedure document screen 90 described later) indicating a procedure defined by the parent knowledge data. The parent knowledge presentation unit 50 transmits, to the user terminal 12, data of a procedure manual in which procedures defined by each of a plurality of child knowledge data are aggregated as a procedure determined by the parent knowledge data, and displayed.

  FIG. 7 shows an example of the procedure manual screen. The procedure manual screen 90 displays a procedure display area (a child knowledge procedure 92a, a child knowledge procedure 92b, a child knowledge procedure 92c, and a child knowledge procedure 92d in FIG. 7) defined by a plurality of child knowledge data associated with the parent knowledge data. Including. The parent knowledge data shown in FIG. 7 corresponds to the parent knowledge data shown in FIG. 5B. That is, the child knowledge procedure 92a to the child knowledge procedure 92d in FIG. The procedure defined by ~ # 4 is displayed.

  FIG. 8 shows a display example of the child knowledge procedure on the procedure manual screen 90. FIG. 8 shows the child knowledge procedure 92a among the four child knowledge procedures of FIG. 7B, that is, the procedure defined in the child knowledge “confirmation of router A CPU usage rate” shown in FIG. ing. As described above, in the procedure in the child knowledge data, the variable items are described in the markdown format. The parent knowledge presentation unit 50 presents a child knowledge procedure (procedure manual screen 90) in which variable item values are set according to the information system in which the failure has occurred to the user.

  For example, when the user displays the parent knowledge browsing screen 80 from the incident management screen provided by the incident management apparatus 18 and selects the procedure manual display button 84, the parent knowledge presenting unit 50 sets the system set in the incident management screen. Information or the like may be acquired from the incident management device 18 or the user terminal 12. Further, the parent knowledge presentation unit 50 may acquire the configuration information of the system from the configuration management device 22 based on the system information acquired from the incident management device 18 or the user terminal 12. The parent knowledge presentation unit 50 may acquire information (identification name, etc.) on the system in which the user is handling a failure from the user terminal 12 together with a request for the parent knowledge browsing screen 80 or the procedure manual screen 90.

  The parent knowledge presentation unit 50 automatically sets the acquired system information and configuration information (node name, management server name, etc.) to variable items described in a markdown format during the procedure defined by the child knowledge data. For example, in “{{node.id}}” in the procedure shown in FIG. 4A, a node name that is an operation target at the time of failure handling (for example, the name of the node in which the failure has occurred) is set. Although not shown, the name of the management server in the information system 14 in response to the failure is set in the item indicating the management server in the markdown format. In the procedure manual screen 90 of FIG. 8, the variable item described in the markdown format in the preview area 64 of FIG. 4B is replaced with the actual system element name (node name “ABC” in the figure).

  Although not shown in FIG. 8, the parent knowledge presentation unit 50 automatically sets the sensitive information held in the configuration management device 22 to variable items described in markdown format during the procedure determined by the child knowledge data. To do. For example, in “{{login.id}}” in the procedure, an ID for logging in to a node targeted for failure diagnosis or failure handling may be acquired from the configuration management apparatus 22 and set. Further, in “{{login.pass}}” in the procedure, a password for logging in to the node that is the target of failure diagnosis or failure handling may be acquired from the configuration management apparatus 22 and set. Furthermore, the parent knowledge presenting unit 50 identifies the user ID acquired from the user terminal 12 at the time of logging in to the knowledge management device 16, and the login of the user to the node that is the target of fault diagnosis or fault handling is performed. The above ID and password setting process may be executed on condition that the configuration management device 22 determines that permission is granted.

  When the command file providing unit 52 detects that the automatic execution button 86 is selected on the parent knowledge browsing screen 80, the command file providing unit 52 uses the command file in which commands defined by a plurality of child knowledge data associated with the parent knowledge data are described. Transmit to the terminal 12. For example, the command file providing unit 52 aggregates keystroke commands defined by a plurality of pieces of child knowledge data (specifically, commands described in the item “` cmd ”in the procedure input area 62 of the child knowledge creation screen 60). Alternatively, a command file in which key-pressing commands determined by each child knowledge data are arranged may be generated. A command for starting up the terminal screen may be automatically added as appropriate.

  As a modification, a command file corresponding to the child knowledge data may be separately registered by the user when registering the child knowledge data, and the child knowledge storage unit 36 may store the command file in association with the child knowledge data. Good. When the command file providing unit 52 detects that the automatic execution button 86 is selected on the parent knowledge browsing screen 80, the command file providing unit 52 may acquire a plurality of command files of a plurality of child knowledge data associated with the parent knowledge data. Good. Then, a plurality of acquired command files may be transmitted to the user terminal 12 and sequentially executed.

  Further, the command file providing unit 52 acquires system information from the user terminal 12 or the incident management device 18 or generates system configuration information from the configuration management device 22 in the same manner as the parent knowledge presentation unit 50 when generating a command file. get. The command file providing unit 52 automatically sets the acquired system information and configuration information (node name, management server name, etc.) in the information item described in the markdown format in the keystroke command defined by the child knowledge data. For example, in “{{node.id}}” in the key entry command, a node name (for example, the name of a node in which a failure has occurred) to be operated when a failure is handled is set. Thereby, a command file that can be automatically executed is provided to the user terminal 12.

The operation of the knowledge management system 10 having the above configuration will be described.
The child knowledge storage unit 36 stores a plurality of pieces of child knowledge data in advance. A user corresponding to a failure (in other words, an incident) that has occurred in the information system 14 creates diagnosis knowledge and / or parent knowledge data as response knowledge for the failure. At that time, the user designates a character string (system name, alert message, etc.) related to the failure that he / she copes with, and searches for reusable child knowledge data. The search unit 56 of the information system 14 transmits information of child knowledge data having a high degree of matching with the search character string received from the user terminal 12 to the user terminal 12 as a search result.

  In response to a user operation, the user terminal 12 requests the parent knowledge creation screen 70 from the knowledge management device 16, and the parent knowledge creation screen display unit 44 of the knowledge management device 16 sends the data of the parent knowledge creation screen 70 to the user terminal. 12 to send. The user terminal 12 displays the parent knowledge creation screen 70, and the user describes knowledge related to the diagnosis or response of the failure in each item of the parent knowledge creation screen 70. The user inputs a failure diagnosis or a corresponding procedure in the procedure input area 72 of the parent knowledge creation screen 70. Specifically, a plurality of existing child knowledge is set while referring to the search result. The user terminal 12 transmits the parent knowledge data input on the parent knowledge creation screen 70 to the knowledge management device 16. The parent knowledge setting unit 46 of the knowledge management device 16 stores the received parent knowledge data in the parent knowledge storage unit 38, and associates the parent knowledge data with the existing child knowledge data specified in the procedure.

  In this way, by allowing the user who should create a new parent knowledge to define the parent knowledge while reusing the existing child knowledge, the load on the user can be reduced. For example, the child knowledge “Company A Router CPU Utilization Confirmation” shown in FIGS. 4A and 4B can be reused when creating a plurality of parent knowledge including confirming the CPU utilization ratio of the Company A router. The load on each parent knowledge creator can be reduced.

  If there is no reusable child knowledge data for at least part of the procedure in the parent knowledge data, the user creates a new child knowledge. Specifically, in response to a user operation, the user terminal 12 requests the child knowledge creation screen 60 from the knowledge management device 16, and the child knowledge creation screen display unit 40 of the knowledge management device 16 displays the child knowledge creation screen 60. Is transmitted to the user terminal 12. The user terminal 12 displays the child knowledge creation screen 60, and the user inputs a diagnosis procedure or a response procedure with a finer granularity (specifically, command level) than the parent knowledge data to the child knowledge creation screen 60. The user terminal 12 transmits the child knowledge data input on the child knowledge creation screen 60 to the knowledge management device 16, and the child knowledge setting unit 42 of the knowledge management device 16 stores the child knowledge data in the child knowledge storage unit 36. . The user can reuse the newly registered child knowledge data as a part of the parent knowledge data procedure.

  When a failure occurs in the information system 14, the user acquires an alert message output from each device of the information system 14 along with the failure. The user searches for parent knowledge data by specifying the name of the system in which the failure has occurred, an alert message, etc. as a search character string. The search unit 56 of the information system 14 transmits to the user terminal 12 information on parent knowledge data having a high degree of matching with the search character string received from the user terminal 12. The user terminal 12 transmits a browsing request designating the parent knowledge data hit in the search to the knowledge management device 16, and the parent knowledge presentation unit 50 of the knowledge management device 16 displays the parent knowledge browsing screen showing the designated parent knowledge data. 80 is transmitted to the user terminal 12 for display. The parent knowledge data hit in the search indicates a diagnosis procedure or a response procedure for the same or similar failure. Therefore, the user can efficiently diagnose the failure and can solve the failure by referring to the parent knowledge data hit in the search.

  When the user selects the procedure manual display button 84 on the parent knowledge browsing screen 80, the parent knowledge presenting unit 50 of the knowledge management device 16 stores a plurality of pieces of child knowledge data listed in the procedure list area 82 of the parent knowledge browsing screen 80. A procedure manual screen 90 showing all the procedures to be determined is transmitted to the user terminal 12. The user terminal 12 displays the procedure manual screen 90 provided from the knowledge management device 16. According to this aspect, it is not necessary for the user to display the child knowledge browsing screen a plurality of times and check the procedures of the plurality of child knowledge one by one, and efficient failure diagnosis or failure handling can be supported.

  Further, the parent knowledge presentation unit 50 is information related to the information system 14 on which the user should diagnose or respond to the failure. For example, information indicating the components of the information system 14 in which the failure has occurred is displayed on the user terminal 12 or the incident management device 18. Get from. The parent knowledge presentation unit 50 sets the value of the variable item described in the markdown format according to the system information acquired from the user terminal 12 or the incident management device 18 during the procedure of the child knowledge data. According to this aspect, while maintaining the versatility of the procedure determined by the child knowledge data, it is a procedure document in which information (for example, node name) of the system that the user should operate from now is set, and the procedure document that the user can use as it is. Can be provided.

  When the user selects the automatic execution button 86 on the parent knowledge browsing screen 80, the command file providing unit 52 of the knowledge management device 16 determines a plurality of pieces of child knowledge data listed in the procedure list area 82 of the parent knowledge browsing screen 80. A command file in which keystroke commands are collected and arranged is transmitted to the user terminal 12. The user terminal 12 executes the command file received from the knowledge management device 16 and automatically executes a procedure determined by the parent knowledge displayed on the parent knowledge browsing screen 80, that is, command input to the operation target device. This eliminates the need for manual command input, and can support efficient failure diagnosis or failure handling. In addition, it is possible to suppress the occurrence of human error in failure diagnosis or response.

  Schedules for changing the configuration of a certain information system 14 (for example, hardware version upgrade) or changed results are sequentially registered in the change management device 20. The change management device 20 transmits a configuration change notification including the identification information of the information system 14 whose configuration has been changed to the knowledge management device 16. The status change unit 54 of the knowledge management device 16 changes the status of the parent knowledge data and the child knowledge data associated with the information system 14 indicated by the configuration change notification from usable to unusable. Further, the change management device 20 acquires the configuration information of the information system 14 indicated by the configuration change notification from the configuration management device 22. Based on the configuration information of the information system 14, the change management device 20 changes the status of the parent knowledge data and child knowledge data associated with the components of the information system 14 from usable to unusable. According to this aspect, whether or not the knowledge data can be used can be automatically changed along with the configuration change of the information system 14, and the use of the stale knowledge data can be suppressed.

  The child knowledge presentation unit 48 indicates that the knowledge data cannot be used on the child knowledge data browsing screen in which the status is set to unusable, or that the knowledge data needs to be updated in accordance with a system configuration change. May be additionally displayed. Similarly, the parent knowledge presenting unit 50 needs to update the knowledge data according to the fact that the knowledge data cannot be used on the browsing screen of the parent knowledge data whose status is set to unusable or the system configuration is changed. May be additionally displayed.

  Further, the search unit 56 cannot use the knowledge data in association with the knowledge data whose status is set to unusable among the knowledge data (parent knowledge data and child knowledge data) hit in the search on the search result screen. Or, it may be displayed that the knowledge data needs to be updated according to the system configuration change. Further, the parent knowledge presenting unit 50 may hide the automatic execution button 86 on the parent knowledge data browsing screen in which the status is set to unusable. Further, the command file providing unit 52 may suppress command file provision of parent knowledge data whose status is set to unusable.

  In addition, any of the functions for adding, editing, displaying, and deleting reviews may be added to the parent knowledge creation screen, and another person in charge reviews the parent knowledge proposed by one person. Thus, it is possible to make corrections according to the review. A review number, a reviewer name, a review status, and a review content may be included as a review area configuration of the parent knowledge creation screen. The review number is a number assigned by automatic numbering, and the review status has status values such as “Before pointed out”, “Pointed out reflected”, “Not pointed out”, etc. . Here, the review input time may be displayed in the review area. As a specific example of the content of the review, if it is stated that “the content of the summary has been revised from“ ▲▲ ”to“ xx ”based on internal guidelines,” the reviewer will also have to write the content of the revision. In some cases, the reviewer does not know where to correct the review. Therefore, when the parent knowledge creation screen is corrected, the system (knowledge management device 16) identifies (detects) the correction portion and the correction content, and the correction portion and the correction content are automatically or indirectly converted into the review content. The reviewer may add the memo and modify the memo. The direct input of the review content may be to input (record) the information for specifying the target item and the content of the specific item into the review content. In addition, injecting review content indirectly may mean that when a review viewer selects a target review, the correction target of the target review is revealed in the parent knowledge creation screen (What is manifestation?) Specifically, for example, the target font is changed to bold or color). In this way, each modification and review on the parent knowledge creation screen is linked, and you may add a configuration to cancel the correction in units of reviews, or a configuration to return the cancellation (cancellation of cancellation, May be reflected again).

  In the above, this invention was demonstrated based on the Example. This embodiment is an exemplification, and it will be understood by those skilled in the art that various modifications can be made to the combination of each component and each processing process, and such modifications are also within the scope of the present invention. .

  Any combination of the above-described embodiments and modifications is also useful as an embodiment of the present invention. The new embodiment generated by the combination has the effects of the combined embodiment and the modified examples. In addition, it should be understood by those skilled in the art that the functions to be fulfilled by the constituent elements described in the claims are realized by the individual constituent elements shown in the embodiments and the modified examples or by their cooperation. .

  10 Knowledge Management System, 14 Information System, 16 Knowledge Management Device, 36 Child Knowledge Storage Unit, 38 Parent Knowledge Storage Unit, 44 Parent Knowledge Creation Screen Display Unit, 46 Parent Knowledge Setting Unit, 50 Parent Knowledge Presentation Unit, 52 Command File Provision Department, 54 Status change part.

Claims (7)

A storage unit for storing first knowledge data defining a procedure for dealing with a failure in the information system;
It is a knowledge creation screen in which second knowledge data different from the first knowledge data stored in advance is inputted, and a combination of a plurality of first knowledge data is inputted as a procedure in the second knowledge data. A creation support department that displays a knowledge creation screen
The second knowledge data input to the knowledge creation screen is stored in the storage unit, and the second knowledge data and the second knowledge data can be referred to from the second knowledge data. A setting unit that associates the plurality of first knowledge data;
A knowledge management device comprising: A presentation unit for presenting the second knowledge data to the user;
The said presentation part presents the procedure manual which collected the procedure which each of these 1st knowledge data aggregated as a procedure document based on the said 2nd knowledge data to a user. Knowledge management device. In the first knowledge data, variable items in a procedure are described in a predetermined format.
The knowledge management device according to claim 2, wherein the presenting unit presents a user with a procedure manual in which the value of the variable item is set according to an information system in which a failure has occurred. A command file provider,
The first knowledge data defines a command to be input to a predetermined device,
The command file providing unit provides a command file in which a command defined by the first knowledge data is described to a user terminal, so that a command defined by the first knowledge data is transmitted from the user terminal to the predetermined terminal. 4. The knowledge management apparatus according to claim 1, wherein the knowledge management apparatus is automatically transmitted to the apparatus. The change part is further provided,
The storage unit stores knowledge data, information on an information system targeted by the knowledge data, and status regarding use of the knowledge data in association with each other,
5. The knowledge management according to claim 1, wherein when the configuration of an information system is changed, the change unit changes the status of knowledge data associated with the information system. 6. apparatus. A computer storing first knowledge data defining a procedure for responding to a failure in an information system;
It is a knowledge creation screen in which second knowledge data different from the first knowledge data stored in advance is inputted, and a combination of a plurality of first knowledge data is inputted as a procedure in the second knowledge data. A step to display a knowledge creation screen,
Storing the second knowledge data input to the knowledge creation screen in association with the plurality of first knowledge data so that the plurality of first knowledge data can be referred to from the second knowledge data. When,
A knowledge management method characterized by executing In a computer storing first knowledge data that defines a procedure for dealing with a failure of an information system,
It is a knowledge creation screen in which second knowledge data different from the first knowledge data stored in advance is inputted, and a combination of a plurality of first knowledge data is inputted as a procedure in the second knowledge data. A function to display the knowledge creation screen,
A function of storing the second knowledge data input on the knowledge creation screen in association with the plurality of first knowledge data so that the plurality of first knowledge data can be referred to from the second knowledge data. When,
Computer program for realizing.

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