JP3598394B2 - Service management method and device - Google Patents

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a service management method andapparatusIn particular, in order to operate network services efficiently, use network equipment appropriately, promptly deal with network equipment trouble occurrences, maintain service quality, and report service quality to users. Service management method for performingapparatusAbout.
[0002]
[Prior art]
Conventional network service management methods include equipment information on functions and performance data on servers and clients connected to the network, performance information on load conditions and operating rates, and traffic on network communication conditions. In general, a method in which information is individually displayed as individual information, and a person who manages the information associates the information and collectively determines the operation state of the service.
[0003]
In addition, if the above services cannot be operated properly due to network device failures or load collection, etc., and it becomes necessary to change the network configuration or service settings, the person who manages the network devices must Each work is individually input and instructed, and the report of the service operation state to the user is investigated and reported in response to the user's inquiry.
[0004]
[Problems to be solved by the invention]
However, in the conventional network service management method described above, in order to manage the network service, it is necessary for a person to grasp all states of network devices constituting the network service and determine the operation state of the network service without a human being. In addition, it is very difficult for a company to operate and manage a large-scale network service to which a large number of network devices are connected, such as a computer network.
[0005]
Further, when any trouble occurs in the network service, it is necessary to search for a network device causing the trouble and perform the restoration work manually one by one, which is very troublesome.
Further, there is no mechanism for reporting the status of the service to the user affected at the time of occurrence of the above-mentioned trouble, and the status of the service is investigated and reported after the inquiry of the user comes.
[0006]
The present invention has been made in view of the above points, and automatically performs information collection for grasping the state of network devices constituting a network service, determines the operation state of the service, and causes a problem in the service operation state. Service management method, which automatically determines which part is considered to be the cause of the trouble, formulates a countermeasure, and automatically reports to the affected users.apparatusThe purpose is to provide.
[0007]
[Means for Solving the Problems]
FIG. 1 is a diagram for explaining the principle of the present invention.
The present invention provides a service management method for managing a network service operating on a network to which a plurality of network devices are connected,
When troubles such as overload of network equipment, performance degradation, function stop occur,
An information collection process of transmitting a command requesting information to be collected to an agent of a network device at predetermined time intervals, acquiring network device information from the agent of the network device, and storing the information in a network device information storage unit; (Step 1),
For the network device information stored in the network device information storage unit, the service configuration including the link information indicating the connection relation of the network device, the link attribute, the state determination data item, and the user information stored in the service component information storage unit Referring to the service component information for judging the state of the service component composed of the element information, it is determined whether or not it plays the role of the service component required for providing the service, and the determination result is referred to as the service component. A service component state determination step (step 2) to be stored in the service component state information storage means as state information;
Service component status information stored in the service component status information storage unit, and the number of components, system constraints, and constraint configuration information for determining the service status stored in the service configuration information storage unit A service state determining step (step 3) for determining, when the service is not normal, the range of the influence of the network device used by the user affecting the service and the degree of the influence by referring to the information comprising
An action plan creating step (step 4) of sequentially creating, as an action plan, an action plan having a higher priority in service operation based on a result determined in the service state determining step, and an action plan according to the service operation;
The action plan created in the action plan creation process is presented to the administrator from the highest priority,Selected by the administratorAnd an action plan executing step (step 5) for executing the action plan.
[0008]
Also,According to the present invention, in the service component state determination step, the evaluation is performed based on the determination index set for each state determination data item of the service component information storage unit.
[0009]
Also,The present invention, in the action plan creation process,
An action plan is created by selecting from the candidates set as notification targets, notification methods, and plan contents, combining them, and assigning them in order of priority.
[0011]
Also, the present invention provides a communication method required for executing the action plan in the action plan execution process.Ya systemWaySelect, Use.
FIG. 2 is a diagram illustrating the principle of the present invention.
The present invention is a service management device that manages a network service operating on a network to which a plurality of network devices are connected,
Service component information including link information indicating connection relationships of network devices, link attributes, status determination data items, and user information is stored as service component information for determining the status of service components constituting the service. Service component information storage means 20 for performing
Service component state information storage means 25 for holding an evaluation result of determining the state of the service component,
Service configuration information storage means 19 for storing information including components, the number of system constraints, and constraint components for determining the state of the service;
A network device information storage unit 21 for storing information collected from the network device;
A command for requesting information to be collected is transmitted to an agent of a network device at predetermined time intervals, network device information is acquired from the agent of the network device, and information collection to be stored in the network device information storage unit 21 Means 100;
With respect to the network device information of the network device information storage unit 21, the service configuration necessary for providing a service is referred to by referring to the information for determining the state of the service component stored in the service component information storage unit 20. A service component status determining unit 200 for determining whether the function of the element is fulfilled, and storing the determination result as service component status information in the service component status information storing unit 25;
It is determined whether the service component status information stored in the service component status information storage unit 25 is normal or not by referring to the information stored in the service configuration information storage unit 19. A service state determining means for determining a range of the influence of the network device used by the user and a degree of the influence which are affected by the use of the service when the state is not normal;
An action plan creating means 15 for sequentially creating a coping method according to the service operation and an action plan having a higher priority in service operation based on the result determined by the service state determining means 12;
The action plan created by the action plan creating means 15 is presented to the administrator in descending order of priority,Selected by the administratorAction plan executing means 16 for executing the action plan.
[0012]
Also, the aboveThe service component state determination unit includes a unit that performs evaluation based on a determination index set for each state determination data item of the service component information storage unit.
[0013]
Also, the aboveAction plan creation means
A means is provided for selecting from the candidates set as notification targets, notification methods, and plan contents, combining them, and creating an action plan to which an order of priority is given.
[0015]
In addition, the above-mentioned action plan execution means 400
Action plan history information holding means for holding history information of executed action plans;
Action plan history information presenting means for presenting history information of the action plan.
[0016]
As described above, the present invention provides a network service that operates on a network to which network devices such as a router, a hub, a client computer, and a server computer are connected. The service operation status is determined based on the information collected from the user. If the service is not in the normal status, the effect on the client computer used by the user is identified and presented to the service administrator, and the service operation policy is determined. Create a coping method based on the action plan as an action plan, and present it to the service manager from the plan with the highest priority. Further, the service manager automatically executes the action plan by selecting the presented action plan.
[0017]
As a result, the service manager can easily determine the operation state of the service, and can quickly deal with a service that is not in a normal state. According to the present invention, information on a service is collected from network devices based on service configuration information, the state of the service is determined, and the service status is presented to a service manager. Conventionally, management information base (MIB) information generally used for managing various network devices connected to a network is collected, whereas service is provided for each service. By collecting up to performance values other than the MIB information required for the network device in the operation of the network device, detailed status monitoring becomes possible.
[0018]
In addition, service status monitoring is performed not at the network device level but at the service level composed of multiple network devices, and if it is determined that the service is not in a normal state due to a network device trouble, The influence range and the degree of the influence in which the service is not in the normal state are determined. Furthermore, the measures against trouble are created and presented as an action plan based on the service operation policy, and the service administrator selects the plan to be executed from the presented action plans, and the selected action plan is automatically executed. Is done.
[0019]
This is because, in the conventional management method, only the status change of the network device is monitored based on the MIB information collected from the network device. In the present invention, the management of services by monitoring the status of services and creating and executing action plans, Service management can be performed quickly without depending on the level of knowledge of the administrator and with reduced workload on the administrator.
[0020]
As described above, the present invention collects information from network devices, which are necessary components for operating a service, based on service configuration information describing the configuration of a service operated on a network, Judgment of the service status, if the service is not in a normal state due to trouble, etc., determine the extent and extent of the effect of the trouble, create an action plan for the trouble based on the service operation method, and ask the service administrator By presenting and automatically executing the action plan by selecting the action plan that the service administrator wants to execute, the administrator himself can identify the network device that is causing trouble in the operation of the service. Eliminate the task of investigating, estimating the extent of impact, thinking about countermeasures, and implementing It is possible to carry out the operational management of.
[0021]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, embodiments of the present invention will be described with reference to the drawings.
FIG. 3 is a block diagram showing the configuration of the service management system of the present invention.
The system shown in FIG. 1 includes a network 1, a service management computer 4 connected to the network 1, and a number of network devices 2.
[0022]
The service management computer 4 is a computer that manages a service provided by the network device 2, and has an input / output control unit 6 that provides input / output to an administrator 5 and an information processing control that performs information processing for performing service management. And an information storage unit 8 for storing information for service management. The administrator 5 uses the service management computer 4.
[0023]
Each of the network devices 2a to 2n is a server computer, a client computer, a hub, a router, or the like required to provide a network service, and has an agent 26 for returning information requested by the service management computer. The user exists for each computer such as a server computer and a client computer.
[0024]
Hereinafter, the configuration of the service management computer will be described in detail.
The service management computer 4 includes, in the input / output control unit 6, a display unit 9 for presenting a service status and a countermeasure to the administrator, and an input control unit 10 for receiving input such as countermeasure selection information from the administrator. .
Further, in the information processing control unit 7, a timer unit 11 for managing a time for collecting and processing information, a service status determination unit 12 for determining a service status, and determining a status of a service component constituting the service Service component state determination unit 13 to perform, network device information collection unit 14 to collect information from network device 2, action plan creation unit 15 to create an action plan by judging from service status, and display the created action plan 9, an action plan execution unit 16 for executing an action plan based on an input from the input control unit 10 from the manager 5, and a notification / control tool 17 used when executing the action plan.
[0025]
A network device information storage unit 21 stores information collected from the network devices in the information storage unit 8, and a service component information storage unit stores information for determining a state of a service component constituting a service. Unit 20, a service component status information storage unit 25 for storing the evaluation result of the determination of the service component status, a service configuration information storage unit 19 for storing the information for determining the service status, and determining the service status A service operation policy information storage unit 22 that stores service operation policy that holds information that serves as a guideline in the event, a service influence state information storage unit 23, and an action plan information storage that stores an action plan created based on the service status. Part 18, Action Plan for Saving Executed Action Plan Contents as History Having rows history information storage unit 24.
[0026]
Next, referring to FIG. 4, an overall operation in the case where a network service including a plurality of network devices is managed by the service management computer 4 in the configuration of FIG. 3 will be described.
FIG. 4 is a flowchart showing an outline of the entire operation of the present invention.
Step 100) The timer unit 11 starts time measurement.
[0027]
Step 200) The network device information collection unit 14 receives the notification of the elapsed time of the timer unit 11, transmits a command for requesting information to be collected to the agent of the network device, and includes the information requested from the agent of the network device. Upon receiving the reply, the received information is stored in the network device information storage unit 21. Details of this processing will be described later with reference to FIG.
[0028]
Step 300) A service component status judging unit based on the collected information stored in the network device information storing unit 21 and the information stored in the service component information storing unit 20 for determining the status of the service component configuring the service. It is determined whether or not 13 plays a role of a service component required for providing a service of the network device 2. The determination result is stored in the service component state information storage unit 25. The detailed operation will be described later with reference to FIG.
[0029]
Step 400) The service status determination unit 12 determines the service status from the service component status information stored in the service component status information storage unit 25 and the information for determining the service status stored in the service configuration information storage unit 19. Is determined. If the status of the service is not normal, perform an impact analysis on the user. The results of these determinations are stored in the service status information and service impact status information storage unit 23, and are further passed to the display unit 9 and presented to the administrator. The detailed operation will be described later with reference to FIG.
[0030]
Step 500) The action plan creation unit 15 monitors the service state information and the service influence state information storage unit 23, and when there is a change, the service operation policy information on the service whose status has changed from the service operation policy information storage unit 22. Is read, a plurality of action plans indicating future target methods are created, priorities are given to plans that are important for operation, and the action plans are stored in the action plan information storage unit 18. The detailed operation will be described later with reference to FIG.
[0031]
Step 600) The action plan execution unit 16 monitors the action plan information storage unit 18, and when there is a change, passes it to the display unit 9 and presents it to the administrator. The input of the administrator is received by the action plan executing unit 16 via the input control unit 10 and the selected action plan is executed using the notification / control tool 17. The executed action plan is stored as a history in the action plan execution history information storage unit 24. The detailed operation will be described later with reference to FIG.
[0032]
FIG. 5 is a flowchart of an information collecting operation in the network device information collecting unit of the present invention.
Step 201) The network device information collection unit 14 determines the network device information and the collection interval of the information from the service component information storage unit 20 to determine whether the network device 2 is playing a role as a service component or not. Read information.
[0033]
Step 202) Using the time lapse notification from the timer unit 11, from the network device information for which the information collection interval has elapsed, a command for requesting information collection is transmitted to the network device 2 holding the information. I do.
Step 203) The transmitted command is received by the agent of the network device, and the agent searches and acquires from the information held in the network device 2, and returns the requested information to the service management computer 4 with the requested information. .
[0034]
Step 204) The network device information collection unit 14 of the service management computer 4 receives the information returned from the network device 2.
Step 205) The network device information collection unit 14 extracts the requested information from the received information, and stores it in the network device information storage unit 21.
FIG. 6 is a flowchart of the operation of the component state determination unit of the present invention.
5 is a flowchart showing a detailed operation of the process, which describes the content of step 300 in detail, performs a service configuration state determination based on information collected from the network device 2, and stores the determination result. It is.
[0035]
Step 301) The service component status determination unit 13 reads information for determining the status of the service component from the service component information storage unit 20.
Step 302) Using the notification of the elapsed time from the timer unit 11, it is confirmed that the operation interval set for determining the state of the service component has elapsed.
Step 303) The status of the service components is determined by selecting the service components one by one, and it is determined whether there is a service component for which the status has not been determined yet.
[0036]
Step 304) Select one service component whose status has not yet been determined.
Step 305) The service component state determination unit 13 reads the latest information related to the selected service component from the network device information storage unit 21.
Step 306) The network device information related to the service component is evaluated by selecting the network device information one by one, and it is determined whether there is any network device information that has not been evaluated yet.
[0037]
Step 307) Select one network device 2 that has not been evaluated yet, extract the state determination index of the corresponding service component from the information read in step 301, and evaluate the network device information.
Step 308) After all the evaluations of the network device information related to the service component are completed, the state of the service component is determined by integrating the evaluations.
[0038]
Step 309) The determination result is stored in the service component state information storage unit 25.
FIG. 7 is a flowchart of the operation of the service state determination unit according to the present invention, which is an operation of processing for performing a service state determination based on information on the state determination result of a service component and storing the determination result.
[0039]
Step 401) The service state determination unit 12 reads information for determining a service state from the service configuration information storage unit 19.
Step 402) Using the notification of the elapsed time from the timer unit 11, it is confirmed that the set operation interval for judging the service state has elapsed.
Step 403) The service status is determined one by one by selecting services. It is determined whether there is a service whose status has not yet been determined.
[0040]
Step 404) Select one service whose status has not yet been determined.
Step 405) The service status determination unit 12 reads the latest information on the status of the service components constituting the selected service from the service component status storage unit 25.
Step 406) Determine the status of the service.
[0041]
Step 407) Determine whether the result of the service status determination is normal or not.
Step 408) If the state of the service is not normal, the influence state of the service is determined, such as the determination of the affected user or the degree of the influence.
Step 409) If the service state determination result and the service are not normal, the service influence state determination result is stored in the service state information / service influence state information storage unit 23.
[0042]
FIG. 8 is a flowchart of the operation of the action plan creation unit of the present invention. This is a processing operation for creating an action plan as a method for coping with a case where the service state determination result is not normal, and saving the action plan. .
Step 501) The action plan creation unit 15 monitors information written in the service state information / service influence state information storage unit 23.
[0043]
Step 502) It is determined whether there is any service whose action plan has not been created yet and whose service status is not normal.
Step 503) Regarding the service whose service status is not normal identified in Step 502, the action plan creation unit 15 reads information from the service status information / service influence status information storage unit 23.
[0044]
Step 504) The action plan creating unit 15 reads from the service operation policy information storage unit 22 the operation mode information on the service whose service status is not normal identified in Step 502.
Step 505) An action plan is created from the service status information / impact information and the operation policy information, and the action plans are prioritized based on the operation policy.
[0045]
Step 506) The created action plan is stored in the action plan information storage unit 18.
FIG. 9 is a flowchart showing the operation of the action plan execution unit of the present invention. When an action plan is newly created, the action plan is presented to the administrator, and the administrator selects the action plan. The selected action plan is automatically executed, and the executed action plan is stored as a history.
[0046]
Step 601) The action plan execution unit 16 monitors information written in the action plan information storage unit 18.
Step 602) Identify whether there is a newly written action plan.
Step 603) If there is a new action plan, the action plan is read from the action plan information storage unit 18, passed to the display unit 9, and presented to the manager 5.
[0047]
Step 604) Further, the history of the action plan executed so far related to the presented action plan is read from the action plan execution history storage unit 24, passed to the display unit 9, and presented to the manager 5.
Step 605) The input control unit 10 monitors whether there is an input from the administrator for a certain period of time.
[0048]
Step 606) When the administrator determines that the action plan is to be selected, the input control unit 10 notifies the action plan executing unit 16 of the selected action plan.
Step 607) The action plan executing unit 16 interprets the contents of the selected action plan, and uses the notification / control tool unit 17 to notify the user affected by the use of the service of the status or to remotely control the network device 2. Execute action plans such as controls.
[0049]
Step 608) In order to leave the executed action plan as a history, the executed action plan is stored in the action plan execution history information storage unit 24.
[0050]
【Example】
Hereinafter, embodiments of the present invention will be described with reference to the drawings.
In this example, a WWW network service constructed using a plurality of network devices 2 will be described as an example.
First, the contents of the information are defined for the service configuration information and the service component information, an example of the WWW service configuration is shown, and the service configuration is assumed to be one piece of information based on the information described in the definition of the service configuration information / service component information. A description will be given of procedures for determining a service component state when a trouble occurs in a service component, a service state determination example, and an action plan creation example based on a service state.
[0051]
The service configuration information and the service component information necessary for determining the status of the network service are defined as an ER diagram shown in FIG. In this ER diagram, a service is composed of a plurality of components (1), and each component is determined by a link between the components based on link information and a connection relationship is determined by a link attribute (2). The connection destination and connection relationship are held for each service (3). If the component is a computer, the user who uses the component is determined (4). For the service, restrictions on components for operating the service are determined according to its characteristics (5), and the names of the components subjected to the restrictions are determined (6).
[0052]
Each component has a data item for judging a state (7), and the data is composed of a data item (9) for which information is to be collected and a threshold (8) for evaluating the collected data item.
As a service configuration, an example of a WWW network service shown in FIG. 11 is used. In this service, the WWW server has a load distribution configuration of two mirrored WWW mirror servers that periodically transfer the information of the WWW server and the same information and retain the same information. Between ▼ and router ▲ 4, there is a ring-like connection, so that even if one connection between routers fails, it can follow other connections and continue communication without stopping. Has become.
[0053]
Using the service configuration information / service component definition shown in FIG. 10 for the service configuration shown in FIG. 11, it is described as information shown in FIGS.
FIG. 12 describes the definition of the service configuration. The service name is “WWW service”, and the service components are WWW server, WWW mirror server, hub (1) to hub (5), router (1). ~ Router (4), client (1)-client (3). As a service restriction based on the service configuration, the service can be provided if either the WWW server or the WWW mirror server is normal. It becomes.
[0054]
FIG. 13 describes the definitions of the components, and shows the definitions of the WWW server and the router (1) as the components. The component name of the WWW server is “WWW server”, the link information indicating the connection with other components is hub (1), and the link attribute indicating the role of the connection relation in service operation is a special attribute. Since there is no role, it is general, and the status judgment data items for judging the status of the WWW server include the performance value of the server collected using the Remote Procedure Call (RPC) and the threshold value for the performance value, used in the WWW service. An item to be tested using Hyper Text Transfer Protocol (HTTP) and a threshold value for the test item, a network performance value to be collected by using Simple Network Management Protocol (SNMP), and a threshold value for the performance value. A user who uses this WWW server is A. Next, for router (1), the component name is router (1), the link information is router (2), router (4), hub (1), hub (2), and the link attribute is According to the link information, the router (2) is a ring configuration, the router (4) is a ring configuration, the hub (1) is general, the hub (2) is general, and the status judgment data items are SNMP performance values. This is a threshold value, and the user does not use it.
[0055]
Hereinafter, a service state determination method will be described with reference to the drawings, assuming that a trouble occurs in the WWW server during the service operation.
The status determination data of the component is collected by the network device information collection unit 14, and the status determination data of the component is evaluated by the service component status determination unit 13 based on a threshold value, which is a determination index set. The state of the component is determined based on the results. FIG. 14 shows this state determination process. There are four data items as status judgment data, and each data is evaluated based on a threshold value, which is a judgment index. For example, if the status judgment data item is in an essential process state, it is collected using RPC. Since the judgment index is up with respect to the state value and down of the process, the state judgment data is evaluated as “failure state”. Evaluation is also performed for other state determination data items, and an evaluation result is output for each data item. If at least one item out of the evaluation results is evaluated as “failure state”, the component does not have a role in service operation, and the state of the WWW server is determined to be “failure state”. I have.
[0056]
The service status determination unit 12 determines the status of the service and the service impact based on the status determination result of the component and the service configuration information. FIG. 15 shows this state determination process. The status determination result is checked for each component described in the service configuration of the WWW service, and it is checked whether or not any component in an abnormal state exists. Here, since the WWW server is found to be in a failure state, the effect of the WWW server on the WWW service is analyzed. It is found that the WWW server is included in the constraint component in the service configuration information of the WWW service. However, since the number of system constraints is 1, if the WWW mirror server is normal even if the WWW server fails, , It can be determined that the service can be provided. However, in terms of performance, what is operated by two servers is operated by one server, so that it is determined that the service state becomes defective, and the service state is determined to be defective. In addition, in order to check the influence of the connection relationship of the WWW server, the link attribute in the component information of the WWW server is checked. Here, since the link attribute is general, it is determined that the connection state of the components does not affect the service state. Next, since the status of the service is not normal, the affected range that is not normal is examined. The range affected by the failure of the WWW server is determined to be an indispensable component for operating the service because the WWW server is included in the constraint component of the service configuration information. It turns out to have.
[0057]
Since it is determined that the service is not normal, an action plan will be created. As shown in FIG. 16, the action plan creation method includes, for who and what (notification target), in what method (notification method), and what plan (plan content) to create. Choose from the set candidates and combine them. Here, it is assumed that services such as an e-mail and an electronic bulletin board are operated, and telephone and facsimile can be used.
[0058]
As an action plan, since the WWW server is in a failure state, first, the WWW server must be repaired, and the situation must be reported to the user. If the situation is getting worse, It may be necessary to notify the user to refrain from using the service. For example, the following action plans are created by prioritizing those plans.
1. Request the system administrator of the WWW server to repair by phone or e-mail:
2. Posted on the bulletin board that the WWW service is in a bad state:
3. Broadcast notification to the user via email that the WWW service is in a bad state:
4. Since the WWW service is in bad status by e-mail, the administrator of each department will be notified to refrain from using it:
It should be noted that the present invention is not limited to the above-described embodiment, but can be variously modified and applied within the scope of the claims.
[0059]
【The invention's effect】
As described above, in the service management method and system according to the present invention, when a trouble occurs in a network device, information is collected from the network device, the service state is determined based on the service configuration information, and the service due to the trouble is determined. The scope and degree of impact of the problem are determined, and a method for dealing with the trouble is created as an action plan based on the service operation policy, presented to the administrator, and the administrator selects an action plan to be executed. Automatically execute the action plan, without having to rely on the knowledge, experience and intuition of the administrator, it is possible to quickly take measures that are appropriately reflected in the service operation policy and keep the service operation state in good condition be able to.
[0060]
In addition, this makes it possible to shorten the operation time of the administrator and to appropriately arrange and configure the facilities required for operating the service, thereby greatly reducing capital investment costs and operation costs.
[Brief description of the drawings]
FIG. 1 is a diagram for explaining the principle of the present invention.
FIG. 2 is a principle configuration diagram of the present invention.
FIG. 3 is a system configuration diagram of the present invention.
FIG. 4 is a flowchart showing an outline of the entire operation of the present invention.
FIG. 5 is a flowchart of an information collecting operation in the network device information collecting unit of the present invention.
FIG. 6 is a flowchart of the operation of the component state determination unit of the present invention.
FIG. 7 is a flowchart of the operation of the service state determination unit of the present invention.
FIG. 8 is a flowchart of the operation of the action plan creation unit of the present invention.
FIG. 9 is a flowchart of the operation of the action plan execution unit of the present invention.
FIG. 10 is an ER diagram defining service configuration information and service component information according to one embodiment of the present invention.
FIG. 11 is a diagram showing a network configuration of a WWW service according to one embodiment of the present invention.
FIG. 12 is a diagram illustrating an example of contents of service configuration information of a WWW service according to an embodiment of the present invention.
FIG. 13 is a diagram illustrating an example of contents of component element information of a WWW service according to an embodiment of the present invention.
FIG. 14 is a diagram illustrating an example of contents of determination of a component of a WWW service according to an embodiment of the present invention.
FIG. 15 is a diagram illustrating an example of a content of a state determination of a WWW service according to an embodiment of the present invention.
FIG. 16 is a diagram showing an example of the content of action plan creation for a WWW service according to one embodiment of the present invention.
[Explanation of symbols]
1 Network
2 Network equipment
3 users
4 Service management computer
5 Administrator
6 I / O controller
7 Information processing control unit
8 Information storage
9 Display
10 Input control unit
11 Timer section
12 Service status judgment unit, Service status judgment means
13 Service component status judgment unit, Service component determination means
14 Network device information collection unit, Information collection means
15 Action Plan Creation Department, Action plan creation means
16 Action plan execution unit, Action plan execution means
17 Notification and control tool section
18 Action plan information storage
19 Service configuration information storage, Service configuration information storage means
20 Service component information storage, Service component information storage means
21 Network device information storage, Network device information storage means
22 Service Operation Policy Information Storage
23 Service status information / service impact status information storage
24 Action plan execution history information storage
25 Service component status information storage, Service component state information storage means
26 agents

Claims (8)

In a service management method for managing a network service operating on a network to which a plurality of network devices are connected,
When troubles such as overloading and performance degradation of the network device and function stop occur,
Transmitting a command requesting information to be collected to the agent of the network device at predetermined time intervals, acquiring network device information from the agent of the network device, and storing the information in the network device information storage unit Process
For the network device information stored in the network device information storage unit, link information indicating the connection relationship of the network device, link attribute, state determination data item, and user information stored in the service component information storage unit Refer to the service component information for determining the status of the service component including the service component information including the service component information, determine whether the service component plays a role required for providing the service, and determine the determination result. A service component status determination step of storing the service component status information in the service component status information storage means as service component status information;
Service component status information stored in the service component status information storage unit, and a component, a system constraint number, and a constraint configuration for determining a service status stored in the service configuration information storage unit Referring to information comprising information, when the service is not normal, a service state determining step of determining the range of influence and the degree of influence of the network device used by the user affecting the service;
Based on the result determined in the service state determination step, an action plan creating step of sequentially creating a response method according to the operation of the service and an action plan having a higher priority in operation of the service as an action plan,
An action plan executing step of presenting the action plan created in the action plan creating step to a manager in descending order of priority and executing the action plan selected by the manager. Service management method. In the service component state determination process,
2. The service management method according to claim 1, wherein the evaluation is performed based on a judgment index set for each of the state judgment data items of the service component information storage unit. In the action plan creation process,
2. The service management method according to claim 1, wherein an action plan is created by selecting from the candidates set as the notification target, the notification method, and the plan contents, combining them, and assigning the priority order . In the action plan execution process,
Service management method according to claim 1, wherein selecting the communication method and control method required, utilized to perform the action plan. A service management device that manages a network service operating on a network to which a plurality of network devices are connected,
As the service component information for determining the status of the service components constituting the service, service component information including link information indicating the connection relationship of the network devices, link attributes, status determination data items, and user information is provided. Means for storing service component information to be stored;
Service component state information storage means for holding an evaluation result of determining the state of the service component,
Service configuration information storage means for storing information including components, the number of system constraints, and constraint components for determining the state of the service;
Network device information storage means for storing information collected from the network device,
Sending a command requesting information to be collected to the agent of the network device at predetermined time intervals, acquiring network device information from the agent of the network device, and storing the information in the network device information storage unit Collection means,
The network device information of the network device information storage unit is necessary for providing a service by referring to information for determining the state of the service component stored in the service component information storage unit. Service component status determination means for determining whether or not it plays the role of a service component, and storing the determination result in the service component status information storage means as service component status information;
It is determined whether the service component status information stored in the service component status information storage unit is normal, by referring to the information stored in the service configuration information storage unit, and whether the service is normal or not. And a service state determining means for determining the extent and degree of influence of the network device used by the user, which is affected by the use of the service when the status is not normal,
Based on the result determined by the service state determination unit, an action plan creation unit that sequentially creates a response method according to the operation of the service and an action plan with a high priority in operation of the service as an action plan,
And an action plan executing means for presenting the action plan created by the action plan creating means to a manager in descending order of priority and executing the action plan selected by the manager. Service management device. The service component state determination means includes:
6. The service management apparatus according to claim 5, further comprising: means for performing an evaluation based on a judgment index set for each of said state judgment data items of said service component information storage means . The action plan creation means,
6. The service management apparatus according to claim 5, further comprising means for selecting from the candidates set as the notification target, the notification method, and the plan contents, creating a combination, and assigning a priority order to the action plan. The action plan executing means includes:
An action plan history information storage unit for storing history information of the executed action plan;
The service management device according to claim 5 , further comprising: an action plan history information presenting unit that presents the history information of the action plan.

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