JP5365008B2 - Service evaluation apparatus, method and program - Google Patents

Description

  The present invention relates to a service evaluation apparatus, method, and program, and more particularly, to a service evaluation apparatus, method, and program for associating an evaluation index with a business.

  Here, the IT service provided to the customer is considered as the total of the IT system and work. Here, the IT system refers to IT resources such as hardware and software introduced into the IT service. The work means a human work related to the IT service. When managing an IT service, it is necessary to determine the status of the IT service based on an evaluation index for the IT service, and to control or reconstruct the IT service as necessary. The monitoring device collects measurement values for predetermined measurement items related to the evaluation index. The value of the evaluation index for the IT service is generated based on the measurement value collected by the monitoring device for the measurement item.

  FIG. 13 is a block diagram of the service evaluation apparatus disclosed in Non-Patent Document 1. The service evaluation apparatus includes a monitoring system (MS) 101, a knowledge integration engine (KIE) 102, and a value analysis tool (VAT) 103 as main modules. The MS 101 collects measurement information. The KIE 102 generates a structural model of an evaluation index as shown in FIG. The VAT 103 integrates and visualizes measurement information and a structural model.

  The service evaluation apparatus operates as follows. That is, the VAT 103 performs qualitative evaluation of the service using the structural model generated by the KIE 102, and integrates the measurement information collected by the MS 101 into the structural model to perform quantitative evaluation of the service. The qualitative and quantitative nature of services extracted by the VAT 103 is visualized by the GUI.

Mao Chen, Anca-Andreea Ivan, Jakka Sairamesh, "Deep Visibility in Enterprise Value Networks: Knowledge Models, Real-Time Monitoring and E-Commerce," Proceedings of the 8th IEEE International Conference on E-Commerce Technology and the 3rd IEEE International Conference on Enterprise Computing, E-Commerce, and E-Services (CEC / EEE 2006), p. 58-62

  The following analysis was made by the present inventors. In the conventional technique (Non-Patent Document 1), a structure model (FIG. 14) of an IT service evaluation index is generated, thereby realizing visualization of a situation actually occurring in a service. However, clues as to which business operations should be changed and how required to fundamentally improve IT services cannot be obtained by the prior art disclosed in Non-Patent Document 1. When thinking about improving IT services, it is necessary to go into the business and improve it. However, the conventional technology cannot show the relationship between the evaluation index and the business, so how should the business be improved? I don't know.

  Therefore, it is a problem to provide a service evaluation apparatus, method, and the like that support improvement of work related to the IT service.

The service evaluation apparatus according to the first aspect of the present invention provides:
A service evaluation device for evaluating an IT service comprising an IT system and work,
And the index structure extraction unit that generates an index structure for associating the measurement items of measurement information that is directly measured for the IT services and set metrics to evaluate the IT services as a weight of a degree of correlation,
A role work extraction unit that generates a role work that associates a role with the measurement information by grouping in units of roles from a work log and a role definition of a person engaged in the work, and further combined with the measurement information ;
When referring to the index structure and the role work, and associating the evaluation index and the role via the measurement item of the measurement information, the measurement item of the measurement information associated with the evaluation index by the index structure and the A service structure extraction unit that calculates a sum of correlations with the evaluation index and generates a service structure in which the calculated sum is included in the attribute as a weight for the role evaluation index .

The service evaluation method according to the second aspect of the present invention is:
A service evaluation method for evaluating an IT service comprising an IT system and work by a computer,
The computer generating an index structure associating an evaluation index set for evaluating the IT service with a measurement item of measurement information directly measured for the IT service using a degree of correlation as a weight ;
The grouping in the role units from person engaged in the business log and role definition in the work, by further coupled to the measurement information, and generating a role business associates and the measurement information and role,
When referring to the index structure and the role work, and associating the evaluation index and the role via the measurement item of the measurement information, the measurement item of the measurement information associated with the evaluation index by the index structure and the Calculating a sum of correlations with the evaluation index, and generating a service structure including the calculated sum as a weight for the evaluation index of the role in the attribute .

The program according to the third aspect of the present invention is:
A program for causing a computer to evaluate an IT service comprising an IT system and work,
A process of generating an index structure associating an evaluation index set for evaluating the IT service with a measurement item of measurement information directly measured for the IT service using a degree of correlation as a weight ;
A process for generating a role work that associates a role with the measurement information by grouping in units of roles from the work log and role definition of a person engaged in the work, and further combining with the measurement information ;
When referring to the index structure and the role work, and associating the evaluation index and the role via the measurement item of the measurement information, the measurement item of the measurement information associated with the evaluation index by the index structure and the Processing for generating a service structure in which the sum of correlations with the evaluation index is included and the calculated sum is included in the attribute as a weight for the evaluation index of the role is executed by the computer.

  The service evaluation apparatus according to the present invention provides business improvement guidelines for IT services. This is because the service evaluation device according to the present invention can associate the evaluation index for the IT service with the role of the person engaged in the work included in the IT service.

  Moreover, the priority of the work which should be improved can be estimated by the service evaluation apparatus according to the present invention. This is because the service evaluation apparatus according to the present invention can extract the relationship between the evaluation index for the IT service and the role of the person engaged in the work included in the IT service together with the degree of the relationship.

(Embodiment 1)
A first embodiment of the present invention will be described with reference to the drawings. FIG. 12 is a block diagram illustrating a configuration of the service evaluation apparatus 150 according to the first embodiment of this invention. The service evaluation device 150 is a service evaluation device that evaluates an IT service including an IT system and work. Referring to FIG. 12, the service evaluation device 150 includes an extraction unit A120, an extraction unit B130, and an extraction unit C140.

  The extraction unit A120 extracts a first relation model that associates an evaluation index set for evaluating an IT service with measurement information directly measured for the IT service. The extraction unit B130 extracts a second relation model that associates the role of the person engaged in the work with the measurement information. The extraction unit C140 refers to both relationship models, and extracts a third relationship model that associates the evaluation index with the role via the measurement information.

  The extraction unit A120 is preferably configured to include the correlation with the evaluation index measurement information in the attributes of the first relation model.

  When the extraction unit C140 refers to the first and second relationship models and associates the evaluation index with the role, the extraction unit C140 correlates the measurement information associated with the evaluation index by the first relationship model and the evaluation index. Preferably, the sum is obtained, and the obtained sum is included in the attribute of the third relational model.

(Embodiment 2)
Next, a second embodiment of the present invention will be described in detail with reference to the drawings. Referring to FIG. 1, a service evaluation apparatus 50 according to the present embodiment includes an index structure extraction unit (first extraction unit) 20, a role work extraction unit (second extraction unit) 30, and a service structure extraction unit ( 3rd extraction part) 40.

  The index structure extraction unit 20 includes a correlation analysis unit 21 and a structure coupling unit 22, and generates an index structure indicating a structure between measurement information and an evaluation index based on the measurement information and the evaluation index. The correlation analysis unit 21 derives a correlation between the measurement information and the evaluation index. As a method for deriving the correlation, for example, a system identification method by multivariate analysis can be cited. The structure coupling unit 22 links the measurement information and the evaluation index with the degree of correlation as a weight, and generates an index structure.

  The role task extraction unit 30 includes a task / role combination unit 31 and a measurement information analysis unit 32, and generates role task information that associates a role with measurement information based on the role definition, task log, and measurement information. The business / role combination unit 31 combines the role definition and the business log using the name / employee ID as a combination key, and groups them in units of roles. The measurement information analysis unit 32 combines the measurement information with the work time zone, the place, the name, the role name, and the like as a combination key to generate a role job.

  The service structure extraction unit 40 includes a service structure analysis unit 41, and generates a service structure indicating a connection (association) between an evaluation index and a role through measurement information based on the index structure and role work. The service structure analysis unit 41 combines the index structure and the role work using the measurement item name as a combination key, and generates a service structure.

  Next, the operation of the present embodiment will be described in detail with reference to the flowcharts of FIGS.

  The operation of the index structure extraction unit 20 in this embodiment will be described. 1 and 2, the index structure extraction unit 20 reads the evaluation index set for evaluating the state of the IT service from the evaluation index storage device 10 and directly measures from the IT service from the measurement information storage device 11. The measured measurement information is read (step A1). Next, a loop for generating the index structure is turned (steps A2 to A5). As an example, the correlation analysis unit 21 derives a correlation between the measurement information and the evaluation index by a system identification method based on multivariate analysis (step A3). Next, the structure coupling unit 22 links the measurement information and the evaluation index with the degree of correlation as a weight, and generates an index structure (step A4). The generated index structure is stored in the index structure storage device 14 (step A6).

  The operation of the role work extraction unit 30 in this embodiment will be described. 1 and 3, the role work extraction unit 30 reads information on a person who performs a work and a role definition storing the role assigned to the person from the role definition storage device 12, and further, a work log storage device The work log in which the work place and work contents of the work are recorded is read from 13 (step B1). Then, a loop for generating the role work is turned (steps B2 to B6). The business / role combining unit 31 combines the role definition and the business log using the name / employee ID as a combination key (step B3), and groups them by role (step B4). The measurement information analysis unit 32 reads the measurement information from the measurement information storage device 11 and combines the measurement information with the work time zone, the work place, the name of the worker, the role thereof, and the like as a combination key to generate a role job (step) B5). The generated role work is stored in the role work storage device 15 (step B7).

  The operation of the service structure extraction unit 40 in this embodiment will be described. 1 and 4, the service structure extraction unit 40 reads the index structure and the role work from the index structure storage device 14 and the role work storage device 15, respectively (step C1). Then, a loop for combining the evaluation index and the role set is rotated for each evaluation index (steps C2 to C7), and a loop is rotated for each role (steps C3 to C6). The service structure analysis unit 41 combines the index structure and the role work using the measurement item name as a combination key (step C4), and calculates the sum of the weights for the respective evaluation indices of the measurement information related to the role. The role weight for is calculated (step C5). The generated service structure is stored in the service structure storage device 16 (step C8).

  Next, the effect of this embodiment will be described. Since the service evaluation apparatus 50 according to the present embodiment derives the relationship between the evaluation index for the IT service and the business, it is possible to identify the evaluation index that needs improvement and the work that causes it.

  Embodiments of the present invention will be described with reference to the drawings. Here, it is assumed that the company α providing the IT outsourcing service is undertaking the operation of the community service of the company A, which is a customer, as the IT service.

  The IT service is evaluated by the evaluation index (FIG. 5) stored in the evaluation index storage device 10. Since the evaluation index is stored every time it is calculated, a combination of the stored time and the evaluation index becomes a primary key, and a plurality of rows of the same evaluation index are stored.

  Further, measurement information (FIG. 6) directly measured from the IT service is stored in the measurement information storage device 11. Since measurement information is stored every time it is measured, a set of stored time and measurement item serves as a main key, and a plurality of rows having the same measurement item name are stored.

  The employee information of company α (name and role of the employee) is stored in the role definition storage device 12 as a role definition (FIG. 7).

  The work contents (start time / end time / name / employee ID / work location / work name / work contents / system name, etc.) of the employees of company α are stored in the work log storage device 13 as a work log (FIG. 8). The

  The index structure extraction unit 20 extracts a set of evaluation indexes and their evaluation index values from the evaluation index storage device 10, and further extracts a set of measurement items and their measurement values from the measurement information storage device 11 (step A1 in FIG. 2). ).

  The correlation analysis unit 21 calculates the correlation between the measurement information and the evaluation index using a system identification method based on multivariate analysis, and passes the correlation to the structure coupling unit 22 (step A3). The structure coupling unit 22 generates the index structure by connecting the measurement information and the evaluation index with the degree of correlation as a weight (step A4), and stores it in the index structure storage device 14 as shown in FIG. 9 (step A6). .

  For example, when regression analysis is performed on a set of values of the evaluation index “operation cost” and a set of values of the measurement information “Company A community usage rate” and the correlation is “0.75”, Stored as shown in FIG. The correlation between measurement information and evaluation index by multivariate analysis is useful for extracting an implicit relationship between measurement information and evaluation index. At this time, when an explicit relation is given as in “related measurement items” in FIG. 5, the relation may be used for coupling.

  By repeating this process for each evaluation index (steps A2 to A5), an index structure for each evaluation index is generated.

  The role work extraction unit 30 extracts a set of a name and a belonging organization from the role definition storage device 12, and further starts from the work log storage device 13 a start time / end time / name / employee ID / work location / work name / work content. Extract a set of system name pairs (step B1). The business / role combining unit 31 combines each set using the name as a combination key (step B3), groups them by role, and passes the result to the measurement information analysis unit 32 (step B4).

  The measurement information analysis unit 32 generates the role work information by combining the result and the measurement information (FIG. 6) of the measurement information storage device 11 with the work time zone, the place, the name, and the role name as a combination key ( Step B5), and stored in the role work storage device 15 as shown in FIG. 10 (Step B7).

  For example, the role name “operation SE” uses the name “Taro Sato” as a combined key, so that the work time zone “November 1, 2007, 7:00 to 12:00” and the work place “xth data center nth computer” It can be combined with information such as “room”. Furthermore, by combining these pieces of information with the measurement information in the measurement information storage device 11 as a combination key, the role name “operation SE” has the measurement items “Company A community utilization rate”, “Company A community failure rate”, “ It can be combined with information such as “Company A community SLA infringement rate”. Here, SLA (Service Level Agreement) is a service level achievement target agreed between a service provider and a user.

  By repeating this process, role task information for each role is generated (steps B2 to B6).

  The service structure extraction unit 40 reads the information in the index structure storage device 14 and the information in the role business storage device 15 and passes them to the service structure analysis unit 41 (step C1).

  The service structure analysis unit 41 combines the information with the measurement information name as a combination key (step C4), calculates the sum of the weights for the evaluation indexes of the measurement information associated with the roles, The weight is calculated (step C5) and stored in the service structure storage device 16 as shown in FIG. For example, the role “operation SE” is connected to the evaluation index “operation cost” through three measurement items “company A community use rate”, “company A community failure rate”, and “company A community SLA infringement incidence” ( Associated). At this time, since the weights for the evaluation index of the measurement information are “0.75, 0.91, and 0.88”, respectively, the weights for the role evaluation index are “2.54” by summing them. .

  This process is performed for each combination of roles (steps C3 to C6) and evaluation indices (steps C2 to C7), thereby generating a service structure (FIG. 11).

  With the service structure shown in FIG. 11, it is possible to specify a set of roles that influence a certain evaluation index. It is also possible to specify a set of evaluation indexes that are influenced by a certain role. Furthermore, the degree of the influence can be determined by the weight. Therefore, the IT service improvement guideline can be obtained by the service structure extracted by the service evaluation apparatus of this embodiment.

  Although the above description has been made based on examples, the present invention is not limited to the above examples.

  The service evaluation apparatus according to the present invention can be applied to obtain a guideline for improving work related to IT services.

It is a block diagram which shows the structure of the service evaluation apparatus which concerns on the 2nd Embodiment of this invention. It is a flowchart which produces | generates an index structure in the service evaluation apparatus which concerns on the 2nd Embodiment of this invention. It is a flowchart which produces | generates work and a role structure in the service evaluation apparatus which concerns on the 2nd Embodiment of this invention. It is a flowchart which produces | generates a service structure in the service evaluation apparatus which concerns on the 2nd Embodiment of this invention. It is a figure which shows the data structure of the evaluation parameter | index in the Example of this invention. It is a figure which shows the data structure of the measurement information in the Example of this invention. It is a figure which shows the data structure of the role definition in the Example of this invention. It is a figure which shows the data structure of the work log in the Example of this invention. It is a figure which shows the data structure of the parameter | index structure in the Example of this invention. It is a figure which shows the data structure of the role work in the Example of this invention. It is a figure which shows the data structure of the service structure in the Example of this invention. It is a block diagram which shows the structure of the service evaluation apparatus in the 1st Embodiment of this invention. It is a block diagram of the service evaluation apparatus in a nonpatent literature 1. It is a figure which shows the structural model of the evaluation parameter | index in the nonpatent literature 1.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 Evaluation index storage device 11 Measurement information storage device 12 Role definition storage device 13 Business log storage device 14 Index structure storage device 15 Role business storage device 16 Service structure storage device 20 Index structure extraction unit 21 Correlation analysis unit 22 Structure coupling unit 30 Role Business Extraction Unit 31 Business / Role Combination Unit 32 Measurement Information Analysis Unit 40 Service Structure Extraction Unit 41 Service Structure Analysis Units 50 and 150 Service Evaluation Device 101 Monitoring System
102 Cowled Integration Engine
103 Value Analysis Tool
120 Extractor A
130 Extractor B
140 Extractor C

Claims (3)

A service evaluation device for evaluating an IT service comprising an IT system and work,
And the index structure extraction unit that generates an index structure for associating the measurement items of measurement information that is directly measured for the IT services and set metrics to evaluate the IT services as a weight of a degree of correlation,
A role work extraction unit that generates a role work that associates a role with the measurement information by grouping in units of roles from a work log and a role definition of a person engaged in the work, and further combined with the measurement information ;
When referring to the index structure and the role work, and associating the evaluation index and the role via the measurement item of the measurement information, the measurement item of the measurement information associated with the evaluation index by the index structure and the A service evaluation apparatus comprising: a service structure extraction unit that calculates a sum of correlations with an evaluation index and generates a service structure including the calculated sum as a weight for the role evaluation index in an attribute . A service evaluation method for evaluating an IT service comprising an IT system and work by a computer,
The computer generating an index structure associating an evaluation index set for evaluating the IT service with a measurement item of measurement information directly measured for the IT service using a degree of correlation as a weight ;
The grouping in the role units from person engaged in the business log and role definition in the work, by further coupled to the measurement information, and generating a role business associates and the measurement information and role,
When referring to the index structure and the role work, and associating the evaluation index and the role via the measurement item of the measurement information, the measurement item of the measurement information associated with the evaluation index by the index structure and the A service evaluation method comprising: calculating a sum of correlations with the evaluation index, and generating a service structure including the calculated sum as a weight with respect to the evaluation index of the role in the attribute . A program for causing a computer to evaluate an IT service comprising an IT system and work,
A process of generating an index structure associating an evaluation index set for evaluating the IT service with a measurement item of measurement information directly measured for the IT service using a degree of correlation as a weight ;
A process for generating a role work that associates a role with the measurement information by grouping in units of roles from the work log and role definition of a person engaged in the work, and further combining with the measurement information ;
When referring to the index structure and the role work, and associating the evaluation index and the role via the measurement item of the measurement information, the measurement item of the measurement information associated with the evaluation index by the index structure and the A program that causes a computer to calculate a sum of correlations with an evaluation index, and to generate a service structure in which the calculated sum is included in an attribute as a weight for the evaluation index of a role .

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