JP5750334B2 - Operation automation support system, operation automation support apparatus, operation automation support method, service scenario execution control method, execution control apparatus, and service scenario execution control method for operation execution in a service providing environment - Google Patents

Description

The present invention relates to an operation automation support system for performing work in a service providing environment.
More specifically, an operation automation support system for performing work in a service providing environment that automatically realizes the work of the work item in the work procedure manual and notifies the situation to the worker side, and performs the work in the service providing environment. Operation automation support device for operation, operation automation support method for performing work in service providing environment, service scenario execution control method in operation automation support system, performance control device, service scenario execution control method in operation automation support system, and The present invention relates to a service scenario execution control method in an operation automation system.

  In the field of IT operation using the IT system, various operations are mixed, and various problems occur. Specifically, it is a work error such as a sudden and planned work with a relatively high urgency, a confusion or erroneous operation of priority determination due to a mixture of them, a missed contact, and the like.

  Conventionally, operation managers are currently working to reduce these work loads, improve work efficiency, and prevent mistakes by introducing IT management rules and taking personal actions, for example.

  Here, the introduction of IT management rules and personal support means that at the service provision site (operation site) using the IT system, the worker (service provider) refers to the paper-based work procedure manual. It was to know and carry out the work to be done.

  As a specific example, a service provider refers to a service procedure manual and operates a service target, for example, an IT environment system, from an information processing apparatus on the service provider side, for example, a personal computer.

ITSMS (IT Service Management System) is an industry / international standard model that realizes the operation of broad IT or information systems. ITIL (IT Infrastructure Library) operation model ISO / IEC 20000 operation model

  However, in this way of work, the worker grasps the work to be done by referring to the paper-based work procedure manual even at the IT system operation site or non-IT work site such as moving or layout change work. As a result, the work efficiency is not only bad, but a series of work has been left to the independent judgment of the worker, so the worker himself is influenced by the busy feeling at that time, for example, the work that should be done originally There was a problem that the implementation was forgotten or leaked.

  For example, when a worker is dealing with multiple projects, contact with the customer (service provider) is often leaked, the start of the next work is often delayed, or the contact information is changed only on the day. However, there is a problem that a procedure for performing irregular work (operation) is definitely complicated.

    Therefore, in the operation of IT systems and services, for example, it is an important issue to improve the service execution environment at the “on-site”, which is related to the overall flow of work from on-site or remote planning and execution to result reporting. It has become.

The present invention has been made in view of such problems, and considers work support to a service provider. For example, the present invention is a mechanism that preempts and implements specifications listed in the above-mentioned prior patent documents, and a plurality of An environment that controls the execution of service scenarios realized by cooperation between workers (departments and workers) is established, and work efficiency is further improved.

  An object of the present invention is an operation automation support system capable of improving work quality at an operation site and reducing work man-hours, etc., and an operation automation support system and operation automation capable of further improving work quality at an operation site and reducing work man-hours. It is to provide a service scenario execution control method in the system.

  At the same time, for example, work execution results corresponding to each stage (step) in which a series of work items of a service scenario are executed are associated (linked), and the work is performed while referring to the mutual relationship. By performing the above, it is possible to improve the work efficiency and work quality of the service, and not only the first execution of the service but also the re-execution of the same work, An object of the present invention is to provide an operation automation support system that can refer to and use performance information related to execution results and a service scenario execution control method in the operation automation system.

  In order to achieve the above object, the present invention provides an IT operation automation support system that performs work on work items in a work procedure manual and notifies the operation status to the worker side. When executing, a means is provided for registering work execution results for each work item, that is, work performance information in association with scenario information, and visualizing the registered work performance.

  For example, in an operation automation support system having an operation automation support function, one or a plurality of scenario lanes can be used to automate an operation procedure (work procedure), make the operation status visible, and automate the operation procedure. (Work lanes), that is, work lanes are set up for each related department or worker involved in service provision, services connected to each other are built, time management is performed for each work unit, and the progress of each work unit is met When a work is performed, for example, the execution results (work information) are stored in the database as execution evidence as necessary. It is possible to refer to know-how etc. if there is already completed work when performing the work. And the.

  More specifically, the present invention relates to, for example, a scenario including a work item of the work procedure manual in an operation support system that performs the work of the work item of the work procedure manual and notifies the operator of the operation status. Registering a scenario combining the work item of the work procedure manual and the execution time element of the work item in an operation automation support apparatus on the service provider side including a client and a server that perform work based on the scenario, An operation automation support system for performing the work of the work item of the scenario or performing the work of the work item according to an execution time element of the scenario, and performing the operation when the operation is performed by the operation automation support device The database that registers the result information that is the execution result of the database as execution evidence, and the result information of the database And means for enabling visualization by said in association with the scenario client, a operation automation support system provided.

  The present invention provides, for example, an operation automation support apparatus in an automation support environment of an operation site, receives information on a work procedure manual from an operation related person, and decomposes the information into a plurality of work items; A scenario creation unit that creates a scenario including the work item of the work procedure manual disassembled in step 1 or a scenario that combines a work item and an execution time element of the work item, and is created by the scenario creation unit. A registration unit for registering a scenario, and an execution unit for executing the work item of the scenario registered in the registration unit or executing the work item of the scenario based on the time element set in the scenario; The notification is performed by the operation automation support apparatus and a notification unit that notifies the operation related person of the operation status of the work item executed by the execution unit. A registration unit for registering the result information of execution results associated with the work execution in the knowledge database as execution evidence, a notification unit for notifying the parties of the result information of the database in association with the scenario, It is an operation automation support device equipped with.

  The present invention provides, for example, a scenario including a work item in the work procedure manual or a work in the work procedure manual in an operation support method for performing work on a work item in a work procedure manual and notifying an operator of the operation status. Registering a scenario combining an item and an execution time element of the work item in an operation automation support apparatus on the service provider side that includes a client and a server that perform work based on the scenario; Performing the work of the work item or performing the work of the work item according to the execution time element of the scenario; and when performing the work by the operation automation support device, the result information of the execution result accompanying the work execution A step of registering in the database; and the record information of the database in association with the scenario. A operation automation support method comprising the steps of visualizing capable displayed in.

  For example, in the operation automation support method, the present invention creates a scenario including a work item in a work procedure manual or includes a work item work in a work procedure manual and an absolute time or a relative time related to the execution of the work. Creating a work item, performing a work on the work item of the scenario, or performing the work based on the time when the time of the scenario arrives, and a status or completion of the work execution step. A step of notifying the provider side, a step of registering performance information of an execution result associated with the execution of the work in the database when the operation is performed by the operation automation support apparatus, and a result information of the database in the scenario A service comprising a step of displaying in association with the client so as to be visible It is an operational automation support method for the work carried out in the test environment.

  The present invention provides, for example, a scenario including a work item of a work procedure manual or a work of the work procedure manual in an operation support system that performs work on a work item of a work procedure manual and notifies an operator of the operation status. A scenario that combines an item and a time element for performing the work item is registered in an operation automation support apparatus on the service provider side that includes a client and a server that perform work based on the scenario, and the work of the scenario is performed. A service scenario execution control method in an operation automation support system that implements work of the work item according to a time element for performing or executing the scenario, wherein the operation automation support device assigns the work item to a plurality of related departments. Alternatively, a means for deploying the work scenario lane for each of a plurality of related workers and the work scenario lane The connection of each opened work item as a service scenario, a means for configuring the interaction between the work scenario and the lane, a means for incorporating the time element in each work item constituting the service scenario, and the time element Receiving the means for confirming the progress status of each work item, means for notifying the operation related person of the operation status of the work item, and executing the work when the operation is performed by the operation automation support apparatus. A service scenario execution control method in an operation automation support system provided with means for registering result information in a database and means for making the result information in the database visible to the client in association with the scenario. is there.

  Further, the present invention provides, for example, a scenario including a work item of the work procedure manual or the work procedure manual in an operation support system that performs work on the work item of the work procedure manual and notifies the operator of the operation status. A scenario that combines a work item and a time element for performing the work item are registered in an operation automation support apparatus on the service provider side that includes a client and a server that perform work based on the scenario, and the scenario A service scenario execution control method in an operation automation support system for performing work or performing the work of the work item according to a time element for performing the scenario, wherein the operation automation support device is configured to perform the work item on a plurality of work items. The means for deploying to the work scenario lane for each related department or multiple related workers, and the plurality of work scenario records A connection between each work item developed as a service scenario by means of mutual interaction between the work scenario and the lane, a means for incorporating the time element in each work item constituting the service scenario, and the time When receiving the element, the means for confirming the progress status of each work item, the means for notifying the operation related person of the operation status of the work item, and the operation automation support device, when the work is executed, A service scenario in an operation automation support system provided with means for registering the result information of the execution result accompanying the knowledge database, and means for making the result information of the database visible to the client in association with the scenario. It is a performance control device.

  The present invention, for example, in an operation automation support system including an operation automation support apparatus in an automation support environment at an operation site, receives information on a work procedure manual from an operation related person, and decomposes the information into a plurality of work items. A scenario creation unit for creating a scenario including a decomposition unit, a scenario including a work item decomposed in the decomposition unit, or a combination of a work item and a time element for performing the work item; and the scenario creation unit A registration unit for registering the created scenario, and executing the work item of the scenario registered in the registration unit or executing the work item of the scenario based on the time element set in the scenario An operation automation support apparatus comprising: an execution unit; and a notification unit that notifies an operation state of the work item executed by the execution unit to the operation related person A service scenario execution control device according to claim 1, wherein the execution unit includes means for expanding the work items into work scenario lanes for a plurality of related departments or a plurality of related workers, and the plurality of work scenario lanes. A connection between each work item deployed in the service scenario as a service scenario, a means for configuring the interaction between the work scenario and the lane, a means for incorporating the time element into each work item constituting the service scenario, and the time element And a means for confirming the progress status of each work item, a means for registering performance information of execution results associated with the execution of the work as execution evidence when the work is performed by the operation automation support apparatus, Providing means for associating the result information with the scenario and making it visible on the client; The notifying unit is a service scenario execution control device in an automation support system including means for notifying a time element incorporated for each work item when notifying the operation related person of the operation status of the work item. is there.

  The present invention also relates to a service scenario execution control method in an operation automation support system that performs, for example, work on a work item in a work procedure manual and notifies an operator of the operation status. Operation on the side of a service provider having a client and a server that perform work based on a scenario including a work item or a combination of a work item of the work procedure manual and a time element for performing the work item. Registering in the automation support apparatus; performing the work item of the scenario; or performing the work of the work item according to a time element for executing the scenario; and Steps to deploy to work scenario lanes for each related worker, and to deploy to the multiple work scenario lanes The connection of each work item as a service scenario, a step of configuring the interaction between the work scenario and the lane, a step of incorporating the time element in each work item constituting the service scenario, and the time element, A step of confirming a progress state of each work item; a step of registering performance information of an execution result associated with the execution of the work in the database as necessary each time the work is performed by the operation automation support apparatus; The service scenario execution control method in the operation automation support system is provided with a step of displaying the performance information of the database in association with the scenario so as to be visualized by the client.

  Further, the present invention relates to, for example, a step of creating a scenario including a work item of a work procedure manual or a work item work of a work procedure manual and execution of the work in a service scenario execution control method in an operation automation support system. A scenario including an absolute time or a relative time that is a time element to be performed, a step of performing work on a work item of the scenario, or a time of the time element of the scenario is reached, based on the time The step of performing the work, the step of notifying the status or completion of the work execution step to the service provider side, and the step of creating the scenario include the work item as a plurality of related departments or a plurality of related workers. Steps deployed to each work scenario lane, and each deployed to the plurality of work scenario lanes A connection between business items as a service scenario, a step of configuring the interaction between the work scenarios and lanes, a step of incorporating the time element in each work item constituting the service scenario, and receiving the time element, A step of confirming a progress state of the work item, wherein the notifying step notifies the time element incorporated for each work item when notifying the operation related person of the operation status of the work item. Further, when the work is performed by the operation automation support apparatus, the step of registering the result information of the execution result accompanying the execution of the work in the database whenever necessary, and the result information of the database , Including a step of displaying in a manner that can be visualized by the client in association with the scenario. It is performing control method of a service scenario in an automated support system.

  According to the present invention, the conventional problems can be corrected, the operation site (operator) can be executed without delay, the operation quality of the operation site can be improved, and the number of work steps can be reduced. It is possible to improve the quality of broad services that can be achieved.

  In addition, it guarantees the certainty of the work (work scenario) that was previously an individual, and can be performed by multiple parties (department or worker). Mutual communication can be promoted, and it is possible to prevent mistakes in the work of related parties. In addition, the progress of work by related parties can be confirmed in real time (visualization by sharing information), making it easy to improve work such as work delays. It can be carried out.

Still further, according to the present invention, at each stage (step) in which a series of work items of a service scenario are executed and executed, a service scenario (scenario information) and a corresponding work item of the scenario are handled. By associating (linking) evidences of work results (work performance results information of work items), it becomes possible to carry out work while referring to the mutual relationship, and work efficiency of the service And work quality can be improved.
Further, not only the first execution of the service but also the re-execution, it is possible to refer to and use the information related to the previous performance that has already been executed, and there is an effect that higher efficiency can be expected.

It is a figure which shows the whole outline | summary of the automation assistance environment of operation | use of this invention. It is a component image figure which shows the relationship between a scenario object group, operations coordinator, and action navigation. It is a figure which shows an example of a scenario creation / edit screen image layout. It is a figure which shows an example of the image layout of an operations coordinator. It is a figure which shows an example of the portal screen of a service operation infrastructure portal. It is a figure which shows an example of the scenario execution screen of an operations coordinator. It is a figure which shows an example of the action sequence execution screen of action navigation. It is a figure which shows the structure of the operation automation support system which shows one Example of this invention. It is a functional block diagram of the operation automation support apparatus containing the OC server which comprises an operation automation support system. It is a flowchart which shows the operation preparation process of the operation automation support apparatus containing OC server. It is a flowchart which shows the operation execution process of the operation automation support apparatus containing OC server. It is a figure which shows the sequence between an operation automation support apparatus, service provider OC, and a service person (service object person terminal). It is a figure which shows an example of the relationship between the work item of an operation automation assistance apparatus, and the time element (time) which shows the implementation time of this work item, and a service provision form. It is a figure which shows the example of a scenario pattern of a service procedure manual. It is a flowchart which shows the operation preparation process of the execution control system of the service scenario in the operation automation support apparatus containing OC server. It is a figure which shows the sequence between the operation automation assistance apparatus of this invention, the service provider OC, and a service target person (service target person terminal). It is a figure for demonstrating the environmental setting of an operation system and work content, Comprising: It is a figure which shows the example of expansion of the scenario to a some work scenario lane. It is a figure which shows the example of work registration to the several person in charge at the time of scenario creation (scenario master new creation) by a scenario author on the display part of OC client of scenario author. It is a figure which shows an example of the image layout of an operations coordinator. It is a figure which shows an example of the display screen of the display part of the OC client of an operation manager about the mode of the scenario data charge assignment at the time of the schedule registration by the operation manager. It is a figure which shows an example of the display screen of the display part of the operation manager's OC client about the work confirmation (work list) on the day of the work schedule in an operation manager. It is a figure which shows an example of the display screen of the display part of an administrator and a worker's OC client about the work confirmation (work detail list) of the person in charge on the day of the work schedule in an operation manager and a person in charge. It is a screen executed by the operation manager's OC client. This is a screen for executing scenario data by the OC client of the person in charge. It is an action sequence data execution screen. It is a screen for confirming a work execution result (work list) by the operation manager's OC client. This is a screen for confirming a work execution result (work detail list). The connection relationship between the OC server (including the OC software / operation execution processing program) and the OC client, and the work record information associated with the execution (execution / execution) of the scenario by the OC client are registered in the OC knowledge DB / (SKMS). It is the schematic which shows a mode. It is a figure which shows the flow of OC utilization, ie, the work flow for every person concerned. It is a figure which shows the progress of the scenario registered into OC knowledge DB. It is the figure which showed an example of the correspondence of the scenario group containing the scenario information registered into OC knowledge DB, and the execution evidence group containing the performance information of work execution. It is a figure which shows the example of the performance information of work execution. It is a figure which shows an example of the action sequence data execution screen which shows the detailed display content when the scenario data execution screen of OC client 21 before executing a scenario and the AN expansion | deployment which is the part are drilled down. It is a figure which shows an example of the action sequence data execution screen which shows the detailed display content when drilling down the scenario data execution screen of OC client 21 after executing a scenario, and the AN expansion which is the part. It is a figure which shows an example of a system structure and specification / hardware and software structure which consist of OC server and OC client.

  The applicant can realize the operation automation support device with the operation automation support function in the IT operation system, automate the operation procedure (work procedure), and visualize the operation status. It proposes a system and method configured in

  That is, a pre-defined / scheduled work procedure manual is taken into a so-called information processing system such as a computer, and the work steps and work start time elements of each work (work item) constituting a series of work are combined to take each work An operation automation support system, method, and the like for performing work operations by notifying the workers from the system side when the timing occurs and notifying the start of the work.

In addition, regarding services provided by a team consisting of multiple workers and departments, when such a timing occurs, an instruction to start the work is given to the work teams of the relevant persons or related departments (hereinafter referred to as team members). And an operation automation support system and method for realizing a control function for a so-called work team, such as notification of progress status such as delay and delay.
Details of these systems and methods will be described later.

  And according to this system etc. which concern, the effect which can aim at the improvement of the work quality of an operation site, the reduction of a work man-hour, etc. can be anticipated.

On the other hand, when working with an operation automation support system, as a new issue, for example, when work is performed based on a series of service scenarios at the site, it is said that the execution result of the implementation is to be utilized for the next work execution. There was a request.
This demand is a new issue that can be recognized for the first time in the practical application stage of an operation automation system that automates the operation procedure (work procedure).

For example, in each aspect of service provision, there is a scenario in which the content of work to be performed next changes depending on the result of the previous work.
In such a case, for example, it is desired to adapt the content of the next work according to the execution result of the work. In order to realize this request, information sharing between team members (related parties) must be sufficiently made for the execution evidence as well as the scenario.

  However, the conventional technology does not recognize such a problem, and even in the operation automation system proposed previously, no special consideration has been given to this new problem.

In the operation automation support system, even if the work procedure, that is, the work scenario is mutually understood, the execution result of executing each work item of the scenario based on the scenario is organic to the scenario. It is extremely important to realize information sharing and the like while maintaining good cooperation (for example, according to the progress stage of the scenario).
The present invention also corrects such problems, and examples of the present invention will be described below.

  In the operation automation support system having the operation automation support function, the present invention is configured to automate the operation procedure (work procedure), visualize the operation status, and automate the operation procedure.・ A lane (work lane), that is, a work lane is provided for each department or worker involved in service provision, a service that connects them is constructed, time management is performed for each work unit, and the progress of each work unit When the work is performed, for example, the execution result (work information) is used as execution evidence whenever necessary. It is configured to be registered in the database. If there is work already performed when performing work, refer to know-how etc. Operational automation support system was the ability, method, and the like.

  More specifically, the present invention relates to a scenario including the work item of the work procedure manual or the work in the operation support system for performing the work of the work item of the work procedure manual and notifying the operator of the operation status. A scenario combining a work item of a procedure manual and an execution time element of the work item is registered in an operation automation support apparatus on a service provider side including a client and a server that perform work based on the scenario, and the scenario An operation automation support system that implements the operation of the work item or implements the operation of the work item according to the execution time element of the scenario, and when the operation is performed by the operation automation support apparatus, A database for registering performance information as an execution result as execution evidence, and the performance information of the database are stored in the scenario. And means for enabling visualization by association to the client in a management automated support system provided.

  In the present invention, when executing a scenario in which a plurality of work items and their execution times (time elements) are combined, the OC server provides services for each party (team member) at the stage of scenario establishment. Work lanes are provided, and a service scenario is configured by mutual interaction between the work lanes. At the same time, a time element is incorporated in each step for executing the work of each work item constituting the service scenario, and the progress state with respect to the time element is known for each step.

  A scenario in which work items and execution time elements are combined is registered in an OC server of an information system including a computer or the like, and work is performed according to navigation from the system (OC software).

  This system operates according to a pattern defined in advance according to its progress status, and screens showing the status of various statuses related to the execution and execution of the service via the OC client to the related parties (team members) To be aware through.

  Each time a worker who is involved performs a work, the results information of the execution results accompanying the work execution (work performance results including alert information such as notices noticed at the time of execution) Information) is registered in association with the scenario information.

  When performing work on the OC client, if there is work already performed, the work performance record information can be referred to as know-how.

  In the following, referring to FIG. 1, the function of the overall outline of the operation automation support environment relating to the present invention will be described. FIG. 1 shows an example of a service that is completed by work performed by one person or only one department.

  The system includes, for example, an operations coordinator OC (Operations Coordinator) 3, an action navigator AN (Action Navi) 4, and a tool group 5 as service bases, and these have the following operation automation support functions.

  In this environment, conventional “procedures” related to operations are incorporated into scenarios and action sequences, and various tools are standardly combined in a predefined scenario story to manage and deploy the execution of actual work in a unified manner. Is.

In order to realize this, for example, the following three-layer structure is adopted. That is, it is expanded from the “portal” which is the top screen to the following management mechanism (configuration module).
(1) Operations coordinator OC: Scenario level management (2) Action navigator AN: Action sequence level management developed from OC (3) Tool: Various operations such as remote operation (OA) and alert issuance Management
(4) Function expansion of Operations Coordinator OC: Installation of multiple work lanes and work deployment

  Here, the operations coordinator OC has a mechanism for managing and navigating the operation procedure (business flow). It also has a function of notifying the OC related parties (such as managers and workers) of the progress status of the operation procedure, which will be described later, and the work start / end deadline. The operation procedure is created by combining templated parts (objects and arrows).

  The operations coordination of the operations coordinator OC is an IT operating environment that models and integrates the procedure manual and ITIL (ISO / IEC 20000) based management process at the operation site. In addition, it is a software platform that greatly improves the operational efficiency and operational quality of IT operation processes by automatically supporting the start, confirmation, measurement, and control of execution procedures such as work and command input.

  The action navigator AN cooperates with the operations coordinator OC to manage / navigate detailed work procedures at the operations coordinator OC. Then, the processing is executed using the operation support tool group and the common component group. The execution status of the process is recorded and used for progress management.

  The tool group includes an operations assistant (OA) and other tools used in cooperation with the operations coordinator OC. The operations assistant OA is a tool that supports remote operation, and executes a prepared process.

  The operations coordinator OC is used to store operation history information in a knowledge DB (SKMS: Service Knowledge Management System) 7 in cooperation with the SDC (Service Desk Controller) 6 and each tool 5. In addition, a command line I / F is added and used as a command execution component. Other tools include a mail transmission tool, a communication means for alarm notification, various data analysis tools, a voice readout tool, and the like.

  In the operation automation support system, a scenario creation / editing function 1 and a service operation platform portal 2 are also mounted.

  Here, the scenario creation / editing function is a function for creating / editing an operation procedure (business flow) or a detailed work procedure as a scenario operating on an operations coordinator OC or action navigator described later.

  The service operation infrastructure portal has a function of managing work schedules and work statuses. Further, it includes a function of displaying a work schedule on a portal screen (top screen) as a calendar image, and a function of linking detailed information of the work schedule with a so-called service desk tool such as SDC. For example, schedules such as a person in charge, work date and time, scenario, and the like are registered in the schedule.

  The SDC 6, the SKMS 7, and the common base 8 are linked with the operation automation support system. The SDC cooperates with the operations coordinator OC and the operations assistant OA of each tool, and links the operation / operation history with the indent information to accumulate information.

  The SKMS constituting the knowledge DB accumulates operation procedures and know-how. The operation procedures and know-how are shared by the OC related parties.

  The common platform has a function of controlling functions that can be used according to user authority, a function of managing work start time elements (time), and the like, and starting a set time and various notification functions. Details of these functions are omitted.

  However, in order to assist in understanding the operation automation support system / device of the present invention described later, the constituent elements of each function will be briefly described with reference to FIGS.

Scenario creation / editing requires a scenario object group 51 as shown in FIG. The scenario object group includes scenario objects such as parts (start, end, branch, repeat, comment, approval, mail transmission, nest, implementation, reference, and confirmation in AN).
Here, the scenario is an operational work procedure expressed by a flow, and means that the work execution, approval, branching, repetition, etc. are connected by an arrow (see FIG. 2, FIG. 4, etc.).

A scenario is created by combining the scenario objects in the operations coordinator OC. For example, as shown in FIG. 3, a necessary icon, that is, a scenario object part is dragged and dropped from the icon group 51, and a scenario flow is created by combining them.
This drag and drop is performed by an OC related person (an administrator, a worker, or a scenario author).

A scenario object is a component of a scenario. In FIG. 3, when the scenario object 51 of this scenario is clicked, the action navigation AN is activated, and an action sequence 53 including actions as shown in FIG. 2 is displayed on the screen.
An action refers to each line 54 described in the action navigation AN, and mainly describes detailed work procedures. An action sequence is a collection of actions described in a work procedure to be performed.

  In the first embodiment, the service scenario is described on the premise that the service scenario is executed by one work department or one worker. However, in this embodiment, a plurality of work scenario lanes (hereinafter referred to as work lanes). And a series of work items or task connections (hereinafter referred to as service scenarios) for realizing the service scenario are configured by mutual interaction between the work lanes. Details will be described later.

The functional requirements for scenario creation / editing include, for example, functional requirements that enable screen configuration, GUI (Graphical User Interface), setting items, componentization, approval, printing, search, and the like. The screen configuration includes, for example, a function of displaying a series of operations as a scenario and in a flowchart-like manner. The GUI includes a function for easily creating and changing a scenario by dragging and dropping a scenario object.
The setting items include a function that allows a scheduled work start time and a work completion deadline to be set in the scenario object. The componentization includes a function that enables a created action sequence to be a scenario object.
Since these are not directly related to the present invention, further detailed explanation is omitted.

  The functional requirements of the portal include functional requirements such as work status management, search, emergency contact / notification, and I / F. The work status management includes functional requirements for displaying a list of matters and their schedules (person in charge, work date and time), execution status, etc. in real time. The portal screen, which is the top screen, mainly displays a list of work schedules and controls call up of each work scenario.

The functional requirements of the operations coordinator OC include functional requirements such as screen configuration, execution, flow control, GUI, and I / F (calling action navigation AN, tool group, etc.).
The execution includes functional requirements for supporting operations according to the scenario (controlling the scenario objects in the order set in the scenario).

FIG. 4 is a diagram showing an image layout of the operations coordinator OC. In this figure, the scenario (account registration) is expressed in a flow chart style (scenario flow 61) as described above, and the scenario object's progress status (not implemented, working, completed, etc.) is displayed (visualized). )
As a result, operational mistakes in operation can be prevented. As a display method, for example, the color of the scenario object may be changed, or characters describing the operation status may be written.
Also, three-dimensional notation may be used. In short, it is desirable to provide a display means that can be easily noticed by the operator of the OC client. In some cases, voice notification may be included. The display method described below is also the same.

Here, when a scenario object (for example, user ID registration in FIG. 4) is clicked, the above-described action navigation AN is activated.
As a result, the details of the progress status (action sequence) are displayed on the screen (see FIG. 2).

The functional requirements of the action navigation AN include functional requirements such as screen configuration, execution, flow control, GUI, and I / F.
The execution includes functional requirements for supporting execution of a detailed work procedure according to an action sequence.

  Next, the relationship among the portal screen, scenario execution screen, and action sequence execution screen will be described with reference to FIGS.

  FIG. 5 is a diagram illustrating an example of a portal screen of the OC client, FIG. 6 is a diagram illustrating an example of a scenario execution screen, and FIG. 7 is a diagram illustrating an example of an action sequence execution screen.

In FIG. 5, items such as a work list 720 and an OC item 730 are displayed on the portal screen 71 of the OC client.
The work list 720 displays, for example, item fields such as work ID 711, work content 712, work manager 713, work start schedule 714, work end deadline 715, scenario 717, execution screen 718, and status 719. Each information is displayed in.
The work list 730 includes, for example, a work ID 731, work contents 732, work schedule assignment 733, work start schedule 734, work end deadline 735, work execution person in charge 736, work start record 737, work end record 738, schedule 739, execution screen 718. Item fields such as status 719 are displayed, and information of each item is displayed in these item fields.

  In FIG. 5, the work list 720 and the work list 730 are represented on the same figure, but this is a two-layer structure. For example, the work of “OC item: new registration” in the work list 720 is shown. By clicking the ID 711, the work content 712, or the like by a well-known method, a detailed information screen regarding “OC case: new registration” in the work list 730 is displayed.

Here, when “Start” on the execution screen 718 of the portal screen 71 is operated, that is, when a portal start button is operated, a scenario execution screen (see FIG. 6) of a lower layer of the portal screen 71 is displayed.
As described above, the scenario execution screen 50 shown in FIG. 6 displays a scenario flow 52 including a combination of a plurality of scenario objects and arrows. This screen makes it possible to check the operation status.

  When the desired scenario object (executable part) is double-clicked on the scenario execution screen 50 in FIG. 6 by a well-known method, an action sequence execution screen (see FIG. 7) in the lower layer of the scenario execution screen is displayed.

The action sequence execution screen 810 displays, for example, item fields such as a work name 811, work content details 812, status 813, remarks 814, person in charge 815, execution time 817, and material 818.
The action sequence execution status can be confirmed on this display screen.

When the status 813 of each action is selected according to the actual work on the action sequence execution screen 810 in FIG. 7, the screen returns to the scenario execution screen in FIG.
Here, by acquiring the status in the action navigation AN and displaying the progress in color and wording on the scenario execution screen flow of FIG. 6, it becomes possible to confirm the operational status more reliably.

For example, when the scenario object is completed, the scenario object icon is surrounded by a black frame and “completed” is displayed at a position corresponding to the icon.
The active part is enclosed in a green frame and displayed as “In Progress”, the executable part is enclosed in a yellow frame, “Available” is displayed, the delayed part is enclosed in a red frame, and “Delayed” is displayed Then, a portion that does not require processing due to branching is surrounded by a gray frame, and “processing is not required due to branching” is displayed. The progress status can be confirmed by these displays.

  Next, the configuration and operation of a system constituting an operations coordination (OC) -automation support environment, which is an essential part of the present invention, will be described.

  FIG. 8 is a system diagram showing an application example of the present invention, and is a system diagram constituting an operations coordination (OC) -automation support environment.

  In the figure, reference numeral 10 denotes an OC-related person such as a worker, a work manager, a work procedure manual creator (scenario author), or a customer who implements an operation service using OC.

Reference numeral 20 denotes an operation automation support apparatus that constitutes an OC-automation support environment, and this apparatus performs work of a work procedure manual based on a scenario described later (in accordance with a scenario / flow).
The apparatus is composed of an OC client 21, an OC server 22, a SKMS (Service Knowledge Management System) / DB (Data Base) 23, and a network 24, for example, a LAN or WAN.

  In FIG. 9, the OC client 21 is an information processing apparatus operated by an OC person, and is composed of, for example, a personal computer including an input unit 211 such as a keyboard, a processing unit 212, a display unit (viewer) unit 213, and the like. Yes.

  As shown in FIGS. 10 and 11, the OC server 22 includes a processing unit 220 that processes a program that executes operation preparation / operation, and a registration unit 223 that registers a scenario created by the processing unit.

  The processing unit 220 includes an operation preparation unit 221 for preparing an operation procedure of an operation procedure manual (service procedure manual) and an operation execution unit 222 for executing the operation prepared by the operation preparation unit.

The operation preparation unit 221 has a function of creating a scenario from information of the operation procedure manual and an editing function. A scenario means an operation work procedure expressed by a flow as described above.
The operation execution unit 222 has a function of displaying the operation status on the display unit 213 of the OC client 21. This display function can be realized by general-purpose technology. An operation procedure manual, for example, service procedure information is registered in the SKMS / DB 23.

  The operation automation support apparatus 20 creates a scenario (service scenario) to be described later in cooperation with the OC server 22, the OC client 21, and the SKMS / DB 23, and a service provider / It has a function of displaying / registering on a machine (OC client 21) of an OC related person (for example, a field worker).

  The scenario includes combination information of a work item and a time element that determines the work execution timing (timing) of the work item, for example, time. This time information is determined by the operation preparation person (scenario author) in the operation preparation process.

A scenario is created by operating the OC client 21 by an OC-related person. When creating this scenario, a conventional paper-based work procedure manual or previously registered and stored in the SKMS / DB 23 is used. It is created by diverting the procedure.
This scenario creation is executed, for example, by an operation preparation unit described later having a scenario creation / editing function for scenario creation. In the embodiment, the operation preparation unit is provided in the OC server, but in this case, there is a feature that it can be shared by a plurality of OC clients.
The operation preparation unit may be provided in the OC client, but in this case, it is necessary to provide it on the OC client side, which is economically disadvantageous. Therefore, it is desirable to provide it on the OC server side.

The OC server 22 of the operation automation support apparatus 20 includes, for example, work items (AAAAA, BBBBB,... KKKKKK) created based on an operation procedure manual (service procedure manual) registered in the SKMS / DB 23 and the work items. A scenario (service scenario) that combines execution time elements (for example, times t1, t2,..., Tn) for performing work is registered.
That is, a work item (AAAAAA, BBBBB,... KKKKKK) created based on an operation procedure manual (work procedure manual) registered in the SKMS / DB 23 and a time element indicating an execution time for performing the work of the work item ( A scenario (service scenario) combining time t1, t2,..., Tn) is registered in the registration unit 223 of the OC server 22.
This scenario becomes a scenario group 211 (see FIGS. 12 to 14) by a plurality of scenarios.

The OC server 22 of the operation automation support apparatus 20 constituting the OC-automation support environment executes work items based on the scenario.
This may be performed in cooperation with, for example, the action navigation AN described above. The action navigator AN has functions such as status management of each work, alert notification of work end deadline, repeated operation and command execution.
It is also possible to manage and display the details of the operation status (see FIGS. 5 to 7) in cooperation with the action navigation AN described above.

When the work is executed, the operation status (progress status) is notified to the OC client 21 of the service provider OC in cooperation with, for example, the mail transmission tool or the notification function of the tool group 5 described above.
Here, the progress information (not executed, working, completed, etc.) may be expressed in various colors on the scenario screen of the display unit 213 of the OC client 21.
In addition, this makes it easy to visualize the procedure, and it is possible to grasp the situation at a glance.

  In addition, the above-described processing and execution may be processed in cooperation with the operation assistant OA (tool) that supports the above-described remote operation. In this case, operation history information and the like can be stored in the SKMS in cooperation with the SDC and tool described above.

  In addition, it is possible to control the functions that can be used, manage the work start time, etc., and activate the set time and various notification functions by cooperation with the common platform described above.

  Upon receiving this notification, the service provider performs an operation on the service target (IT environment / non-IT environment) in the OC environment. As a result, an appropriate operation from the service provider (service providing site) to the service target side becomes possible.

Next, the operation of the operation automation support apparatus described above with reference to FIGS. 10 to 12 and the sequence between the support apparatus, the service provider, and the service target will be described.
10 is an operation preparation process flow of the operation automation support apparatus, FIG. 11 is an operation execution process flow, and FIG. 12 is a diagram showing a sequence between the apparatuses.

The operation preparation unit 221 includes a program including the operation preparation process flow shown in FIG. 10, and executes operation preparation based on the program.
In this embodiment, the operation preparation unit is provided on the OC server side, and the operation preparation unit executes the function of displaying the operation status on the display unit of the OC client. And the operation display function may be controlled by the execution unit.

  That is, in FIG. 10, when operation preparation is started by the OC user (step S2211), an operation procedure manual for the registration unit 23 is first prepared (step S2212).

  Next, the operation procedure manual is broken down into work steps (step S2213). Here, disassembling into work steps (work items) is divided into work items (AAAAA, BBBBB,... KKKKKK) as shown in FIGS. 13 and 14, and each work item is worked along the time axis. It means that it can be done sequentially.

Next, time elements (time t1, t2,... Tn) for starting work are associated with each disassembled work item (AAAAA, BBBBB,... KKKKKK), and the combination of work and time elements (time) A scenario (service scenario) is created (step S2214).
Here, disassembly into work steps and creation of service scenarios are performed in cooperation with the service procedure registration database SKMS / DB 32, for example, on an icon base defined for each work unit.

That is, as described above, a series of work scenarios are created without programming by dragging and dropping a predefined icon (scenario object group) in a work unit.
At this time, by associating a work element (AAAAA, BBBBB,... KKKKKK) with a time element for starting work, for example, time (t1, t2,... Tn) (combining work and time). It is possible to prompt the operation automation support apparatus 20 to perform the work at an appropriate time.
This time may be an absolute time or a relative time. Although the time in the above embodiment is an absolute time, it may be a relative time such as an elapsed time from the previous step (for example, work step decomposition), that is, a relative time instead of the absolute time.
In short, what is necessary is just to comprise so that operation | work of the said operation | work step may be performed with the said time as a trigger.

  In the operation preparation process flow, as shown in FIG. 15 and FIG. 16, each related department or each worker is assumed to be executed by a plurality of related departments or a plurality of workers between the subsequent 5 of step S 2114. And the scenario is created (step S2217). This step may be executed together with step S2214. Details will be described later.

  Finally, the scenario is registered in the registration unit 223, and preparations for starting operation are started (step S2215).

  The operation execution unit 222 includes a program including the operation execution process flow shown in FIG. 11, and executes operation start based on the program.

That is, in FIG. 11, when the operation starts (step S2221) and the work start time comes, for example, when the time t1 associated with the work of the work item AAAAA comes, the alarm is raised (step S2222).
At this time, for example, the alarm is notified to the OC client side by the communication means for performing the alarm notification of the rule described above, and is displayed on the screen of the display unit of the OC client.
Based on this alarm, the operation automation support apparatus 20 carries out the work for the work item AAAAA in cooperation with the service provider at the site (step S2223). At this time, the work result information, which is executed by the OC client operator and is the work result of the scenario for which registration is applied, is registered as evidence in the knowledge DB 23 (see FIG. 12). The registration of the work record information will be described later.
Here, according to the execution of each work step, the background color and status display of the OC scenario screen of the display unit 213 of the service provider OC (OC client 21) are reflected as described above.
As a result, it is possible to easily grasp the progress status by the service provider (worker).

  As a result, it is possible to eliminate forgetting work steps, bypassing some work steps, omission of check, etc. by the service provider (worker).

When this work step is completed, the work completion step is indicated. This notation is given to the OC related person (OC client 21) (step S2224), and one work is terminated (step S2225).
Here, the work step completion notation may be visualized so as to be easily visible to the service provider OC by changing the color or the like.

  Next, if there is work for the work item BBBBB, the process waits until the start time t2 arrives (step S2226). Thereafter, similar processing steps are repeated.

  FIG. 14 shows a specific example of a scenario (new account registration) and a scenario pattern in cooperation with an operation coordinator of an OC-operation automation support device (OC server) who is an OC related person at the service providing site (OC client). FIG.

In the figure, a scenario is created without programming, and account registration work, account registration work completion report mail transmission (work delay alarm notification), and account registration approval are performed in a scenario flow based on the scenario. As a method for creating this scenario, it is preferable to use the icon base defined in the above-mentioned work unit.
This makes it possible to create a series of work scenarios without programming.

The scenario pattern 211 has the following information. That is, information 211a indicating the order, information 211b indicating the work content, person-in-charge information 211c, and information 211d indicating the execution time.
The person-in-charge information indicates a person in charge of performing the work, and the execution time information is time information (t1, t2,...) Corresponding to the work items (AAAAA, BBBBB,... KKKKKK) shown in FIG. Tn). The work contents are, for example, application acceptance, approval acquisition from XX, request for approval from XX department, receipt of approval from XX department, notification of reception, notification of application form, etc., but not limited thereto.

According to the embodiment described above, even when a plurality of cases are being handled, it is possible to eliminate erroneous operations, omission of communication with customers, delay in starting to the next work, and the like.
In addition, it is possible to cope with complicated procedures for undoubtedly performing irregular operations, such as changing contact information only on the day. More specifically, the following can be expected.

(1) Prevention of work mistakes such as incorrect operation, omission of communication, omission of confirmation, transmission error, attachment of errors, etc. (2) Reference of operation results, success cases, etc. Improvement of work quality by standard use of effective tools (3) Reduce the burden of repetitive work and simple work by setting schedules (4) Eliminate personal correspondence as much as possible based on the development of predefined actions (5) Automatic work procedures by making the work procedure manual pageless and templated Customization (6) Easier scenario creation by dragging and dropping standard templates / icons (7) Automating action activation alerts to prevent inter-related adjustments and work inconsistencies (8) Visualization of operation progress Simplification (9) Combination of knowledge DB and search engine Effective use of successful cases and history by SKMS
(10) Existing service infrastructure “IT operation monitoring MS / ES (Enterprise Support): SDC, etc.” in cooperation with existing services to improve quality and reduce man-hours

  Next, an embodiment in which the scenario creation process described above is added to the embodiment will be described. In other words, this embodiment uses the operations coordinator OC provided with software for supporting the operation procedure on the system, and improves the efficiency and quality of the operation process. By creating a function for allocating to a plurality of departments or a plurality of workers at the time of creation, further efficiency can be achieved.

  First, the outline of the flow of using the Operations Coordinator OC will be described repeatedly. The scenario author creates a scenario (business flow) based on the operation procedure by the OC client, registers it in the OC server, and is approved by the operation manager. Get.

  The operation manager obtains approval (use permission) of the scenario registered in the OC server by the OC client, performs work registration (registers a work schedule), selects a scenario to be used, and assigns a person in charge of the work. Also, instruct the person in charge to start work.

  The OC server notifies the person in charge of the work schedule, and the worker confirms the work schedule of the scenario, that is, the contents of his work schedule, and starts and executes the work according to the scenario by the OC client. At the end, the fact is registered in the OC server.

  Thereby, the operation manager can manage the work execution progress by managing the work progress of the worker. Moreover, the general user can confirm the work status by the OC client.

  Here, when assigning work to a worker or a work department, if a team composed of a plurality of workers or departments can provide the work, better service improvement can be achieved. The present invention has been made in view of such problems. The details will be described below.

First, the environment setting for that will be described. A new registration request from the applicant (user) is received at the reception desk (application acceptance person in charge A)-Information Technology Department (ID registration service work scenario operation person B)-for a specific work team (AD registration person in charge C) Assume that one service scenario is executed according to the procedure.
In this case, an operation manager (OC client) is positioned above each person in charge.

  The operation manager assigns a scenario (business flow) to each of a plurality of persons in charge A (reception desk), person in charge B (information technology department), and person in charge C (work team) by the OC client.

FIG. 17 schematically shows an operation system and work contents (environment setting), and shows a relationship between the operation manager and a plurality of persons in charge A, B, and C and a work assignment state to each person in charge. .
For example, the OC client 1712 of the person in charge A accepts a new registration request from the OC client 1711 of the user who is the applicant, and notifies the OC client 1711 of the person in charge of the application and new registration to the OC client 1712 of the person in charge B. Allocate the work to be performed (reception desk, registration completion notification, etc.). The OC client 1713 of the person in charge B receives an application from the OC client 1711 of the person in charge A, determines the registration destination security group name, requests the OC client 1714 of the person in charge C to perform the work, and the OC client 1711 of the person in charge A. Assign a connection confirmation job to.
The OC client 1714 of the person in charge C receives a work execution request from the OC client 1713 of the person in charge B, and notifies the OC client 1713 of the person in charge B of new registration of the user ID, work execution, and work completion notification. assign.
These assignment operations are performed via the OC clients 1712 to 1714 of the user, the administrator, and the users A, B, and C.

Next, scenario creation by the scenario author will be described with reference to FIG.
Scenario creation is basically performed by assembling a service scenario by dragging and dropping an OC object icon by the above-described method (see FIGS. 3 to 5). A work scenario lane (work lane) for each worker is provided, and work for each work item is assigned to each work lane. In assigning these work, a series of work items (or tasks) (service scenario) for realizing the service is configured by interaction between work lanes.
Since a series of work items (or tasks) realizing a service (service scenario) can be realized by mutual interaction between work lanes, detailed description thereof is omitted.

  In addition, a time element is incorporated for each step of each work item constituting the service scenario so that the progress state can be determined for each step, and displayed and operated according to a pattern defined in advance according to the progress state.

The progress state indicates, for example, the work to be performed next, and the work progress degree such as currently being executed, execution completion, delay, bypass, and the like.
Regarding the progress status of each step, in order to more effectively realize the team member's awareness, colors such as red and green are assigned to the progress status display. Or make it easy to understand visually by blinking. Moreover, it is good to cooperate with various voice generation devices such as mail, telephone, and text reading.

One specific example will be described below. FIG. 17 is a diagram showing an example of a mode for assigning a scenario to a plurality of departments or a plurality of persons in charge.
In this figure, in this example, the line 18122 of the scenario object 1812 is divided into three departments (on-site Higobashi 14F department, company A (technology department), company A (operation department)), and these departments are classified into these departments. Is a scenario object assigned according to the purpose.
Scenarios assigned to each department are connected by a scenario object arrow 18121.

18 and 19 are diagrams showing examples of scenario creation by the scenario author and work registration with a plurality of persons in charge according to the present invention.
Various scenario objects 1812 for creating a scenario are prepared on the scenario master new creation screen 1811 of the OC client of the scenario author.
For example, as shown, selection, arrow, line, text, start, end, conditional branching, AN expansion (execution), repetition (start), repetition (end), parallel operation (start), parallel operation (end), approval AN deployment (confirmation), AN deployment (contact), AN deployment (contact), and the like. Arrows indicate connection of work items and processing procedures for each worker based on the mutual interaction configuration.

These scenario objects 1812 are selected by the scenario author on the OC client 21.
This selection is performed by dragging and dropping the icon of the scenario object in accordance with the purpose as described with reference to FIGS.
One scenario is created by connecting the selected scenario objects.
In this example, first, it is divided into three text areas (text area 1, text area 2, text area 3). Text area 1 is, for example, person A, text area 2, person B, and text area 3 is person in charge. Assign to person C. The scenario author selects a desired icon from the Nario object 1812 on the OC client 21, drags and drops the selected icon onto each text area to be registered, creates a series of service scenarios, Register the work to each worker in charge of the work indicated by the area icon.
This work registration is registered on the OC server 22 side of the communications coordinator OC.

At this time, the schedule is registered when assigning the person in charge of the scenario object (scenario data).
For example, as shown in FIG. 20, in the icon (data) 18121 indicating the start, as the person-in-charge assignment information 2011, “person in charge: manager” 20111 of the scenario object name start information, work summary information “scheduled start date / time, end deadline” This is done by setting "date and time" 20112, comment information 20111 when assigned.

This schedule registration is confirmed on the display (display screen) of the operation manager's OC client shown in FIG.
That is, it is possible to confirm a work schedule (work list) that allows confirmation of work on the current day using this display screen.

  As shown in the figure, the work list of the work schedule includes, for example, a work ID 2111, work name 2112, work manager 2113, work start schedule 2114, work end deadline 2115, status 2116, and the like, and information on these is displayed as shown. The work ID (OCWI0000000271), work name (application to OCV1), work manager (manager) work start schedule (2010/10/22 13:00), work end time limit (2010/10/22 13:30) ), Status (not executed), etc. can be confirmed.

  Further, it is possible to confirm the work schedule (work detail list) that allows the work person in charge on the day to confirm the work on the display unit (display screen) of the operation manager and the work person in charge shown in FIG.

As shown in the figure, the work detail list of the work schedule includes, for example, a work ID, a scenario object name 2212, a person in charge, a start schedule, an end deadline, a start record 2217, a start end 2218, a status, and the like.
By displaying information about these as shown in the figure, the work ID (OCWI0000000271), scenario object name (ID registration service work scenario-new registration, etc.), person in charge (manager, person in charge A, etc.), start date (2010 / 10/22 13:00 etc.), start results, end results, status (unexecuted), etc. can be confirmed.

FIG. 26 is an example of a display screen showing the work schedule (work list) on the display of the operation manager's OC client, and is a screen for confirming the work execution result (work list) by the operation manager's OC client.
FIG. 27 is an example of a display screen that displays a work schedule (work detail list) on the display unit of the operation manager and the OC client of the worker, and is a screen for confirming a work execution result (work detail list).

  In FIG. 26, the work list includes a work ID, work name, work manager, user group, work manager not set, work start scheduled date, work end deadline date, and status, and information on these is displayed as shown in the figure. Work ID (OCWI0000000271), work name (application example to OCV1), work manager (manager), work start schedule (2010/10/22 13:00), work end schedule (2010/10/22 13:30), you can check the status (completed).

In FIG. 27, the work detail list includes selection, work ID, scenario / object name, person in charge, start schedule, end deadline, start result, end result, status, and the like. By displaying information related to these as shown in the figure, work ID (OCWI0000000271), scenario object name (start), person in charge (manager), start schedule (2010/10/22 13:00), end deadline (2010/10/22 13:30), you can check the contents of start results, end results, and status (completed).
In this example, “start”, “ID registration service work scenario—new registration request”, “ID registration service work scenario—application acceptance”, “ID registration service work scenario—change application”, “ID” are used as scenario object names. "Registration service work scenario-group name determination", "ID registration service work scenario-work execution request", and "manager", "manager", "person A", "person A", "person in charge" Person B ”and“ Person in charge C ”.

  With these screens, the work ID, work name, work manager, work start schedule, work start deadline, status and work ID, scenario object name, person in charge, start schedule, end deadline, start record, end record, status You can check, and in particular, you can check that the status is “Complete”.

  FIG. 23 is a screen for executing the above-described creation scenario by the operation administrator's OC client. The scenario object name is “start”, the person in charge is “manager”, “executable”, and the start schedule is “2010”. / 10/22 13:00 ”and the end deadline is“ 2010/10/22 13:30 ”.

In the same figure, “Start” of the object 18121 is selected, “Reflect” is clicked, and “Setting” is clicked to start. At this time, it is possible to confirm the situation by color-coding the icon frame indicating the start and the color of the icon.
For example, in the case of a black frame, completion or skip is indicated, and in the case of an orange frame, execution is possible, red is delayed, green is being executed, blue is aborted, and the like are visually displayed.

FIG. 24 is a screen on which scenario data is executed by the OC client of the person in charge. The next step after the scenario with the scenario object name “start” and the person in charge “manager” is “completed”, that is, the scenario The object name is “ID registration service work scenario-application acceptance”, the person in charge is “person A”, “unexecuted”, the start schedule is “2010/10/22 14:00”, and the end deadline is “2010/10 / 22 shows an example of an action sequence data execution screen showing a state of “14 14:30”.
In the same figure, “in progress” of “status” is set, “start / end date / time” is set, a “set” button is clicked, and a scenario object name is executed.

When the scenario is completed, for example, on the action sequence data execution screen shown in FIG. 25, “Status” is set to “Completed”, “Start / End Date / Time” is set, and the “Set” button is clicked. The scenario of the name “ID registration service work scenario-application acceptance” is completed.
The work execution results (work list and work detail list) can be confirmed with the contents of the status on the screens shown in FIGS. 26 and 27 by the OC client of the operation manager. It is a screen for.

  As described above, the present invention is based on the operation automation support apparatus 20, and in the process of the apparatus (step S2117 in FIGS. 15 and 16), the correspondence of the related departments is clarified and a scenario is created. is there.

That is, in the present invention, in step S2117, as described above, work scenario lanes (work lanes) for a plurality of work departments or a plurality of workers are provided, and work of each work item is assigned to each work lane.
In assigning such work, as described above, a series of work items (or tasks) for realizing the service (service scenario) is formed by mutual interaction between work lanes.

In addition, a time element is incorporated for each step of each work item constituting the service scenario so that the progress state can be determined for each step, and displayed and operated according to a pattern defined in advance according to the progress state.
The progress state indicates, for example, the work to be performed next, and the work progress degree such as currently being executed, execution completion, delay, bypass, and the like.

  Regarding the progress status of each step, in order to more effectively realize the team member's awareness, colors such as red and green are assigned to the progress status display. Or make it easy to understand visually by blinking. Moreover, it is good to cooperate with various voice generation devices, such as mail, a telephone, and text reading.

Next, registration of work performance information at the time of scenario execution in the first and second embodiments will be described with reference to FIGS.
FIG. 28 shows the connection relationship between the OC server 22 (including the OC software / operation execution processing program) and the OC client 21, and results information of the execution results associated with the execution (execution / execution) of the scenario by the OC client 21. It is the schematic which showed a mode that it registered (stores) in OC knowledge DB / (SKMS) 23 (refer FIG. 8). A system configuration including the OC server 22 and the OC client is, for example, as shown in FIG.

  That is, the OC server 22 is configured by a Windows (registered trademark) server, a memory (for example, 4 GB or more), and a disk (for example, 256 GB or more) as a hardware configuration, and as a software configuration, application: OC, DB: Oracle 10g, Web server: IIS 7.0 (included in Windows), AP server: Tomcat (freeware), Java (registered trademark) environment: Java VM (freeware), and Windows Server 2008. The OC client 21 includes a Windows PC, a memory (for example, 1 GB or more), and a disk (for example, 256 GB or more) as a hardware configuration, and a GUI tool: Flash Player 10.0.32, Internet Explorer 7.0 (as a software configuration). Included in Windows) Application: OC, DB: Oracle 10g, Web server: IIS 7.0 (included in Windows), Windows XP.

  The OC knowledge DB / (SKMS) 23 is a DB that registers scenario information in the work performance (evidence) layer and performance result information in association with each other.

In the figure, the work result information of the scenario executed by each worker in the OC client 21 is applied for registration by the worker.
This work result information is sent to the OC server 22 via a network 24 such as a LAN / WAN. The OC server 22 registers this work performance information in the DB 23 of the OC server 22 as execution evidence.

In this way, by registering the work result information executed by the OC client 21 in the DB 23 as execution evidence, the work result information can be confirmed on the screen of the OC client display unit of the OC client 21.
As a result, the scenario control system can be used efficiently and effectively.

  These are realized by the OC software 2211 of the OC server 22 that is executed in accordance with the operation execution processing flow described above. The OC software executes the operation execution process flow described above.

  FIG. 29 is a diagram illustrating the above-described flow of OC use, that is, a work flow for each of the parties (a scenario author who is a team member, an operation manager, and a worker).

  In the figure, the scenario author creates a scenario in operation procedure creation step S2911, obtains the use permission after obtaining the approval of the created scenario from the operation manager.

  The operations manager receives the scenario from the scenario author and approves it. After that, in the work schedule registration step S2912, a scenario work registration, that is, a work schedule is registered, a process of selecting a scenario to be used is executed, and the scenario is assigned to a worker.

  As described above, all of the scenarios may be assigned to one person in charge or a plurality of persons in charge.

  The assigned person in charge confirms his / her work schedule on the screen of the OC client display unit of the OC client 21.

  After confirming the scenario work, the worker in charge starts, executes, and performs the work of the scenario work item in the next work execution progress management step S2913.

The start, execution, and execution of the work items of this scenario are executed at the timing using the time element as described above. In addition to the time element, it can be freely executed at the discretion of the person in charge of the work. However, in order to steadily execute the scenario, step by step for each work item according to the predefined time element. It is good to execute with.
At this time, the work result information by the execution of the scenario is registered in the DB 23, left as an execution result (evidence), and the work ends.

  Here, the important thing is to associate the scenario information with the work performance information. For example, the work performance (evidence) is left corresponding to the execution (progress) of each work item of the scenario so that information such as points to be noted accompanying the execution of each work item can be understood.

  As a result, it is possible not only to grasp the progress of each worker's scenario, but also to know the operator's know-how. The specific correspondence between the scenario and the work performance will be described later.

  As described above, by registering work performance information as evidence in the DB 23 and centrally managing it, the operation manager, the worker, and the user can display the operation progress status of the worker in charge on the screen of each display unit as described above. Can be confirmed.

FIG. 30 is a diagram showing the progress of the scenario registered in the DB 23. As shown in FIG.
In the figure, in the DB 23, information including information on each scenario in the scenario group and information on progress results associated with the execution is registered as work result information (evidence) 23a.

  Information of each scenario in the scenario group is displayed as a scenario progress control layer screen on the screen of the OC client display section of the OC client 21 as shown in the figure.

Thus, the work results of each work item of the scenario are registered in the DB 23 as execution evidence, and the registered work results (evidence) are associated with the scenario and displayed on the display unit of each OC client. It is possible to easily confirm the results.
This is particularly effective in a scenario where the number of operations is hundreds or thousands and is executed over several months.

  FIG. 31 is a diagram illustrating an example of a correspondence relationship between a scenario group 231a and a performance evidence group 231b which is proof that the work has been performed in a service scenario registered in the DB 23 (an example of a regular periodic activation work).

In the figure, a scenario is registered in the scenario group 231a for each of a plurality of turns. The execution evidence group 231b is registered in association with the scenario group 231a.
The execution evidence group 231b includes information indicating the execution status for the work items of the scenario assigned to each person in charge.

For example, information such as an applicant, a system window (approval mark), a server name, a system name, an ID, a privilege permit approval mark, a use start date / time, an end date / time, a status, and an operation manager (approval mark) are included. The privilege permit approval stamp is for example applied in consideration of application to an ID or password issuance management service.
By displaying each piece of evidence group information on the OC server 22 or the OC client 21, it is possible not only to check the progress information of the work but also to use it as proof that the worker has performed the work.

  FIG. 32 is a diagram illustrating an example of work performance information. In the figure, the performance information of the work execution includes, for example, information such as a start performance date 2217, an end performance date 2218, a skip, an execution comment (notes etc.) 2219, and reference materials.

  Here, in particular, the information of the run-time comment 2219 can be used as know-how information when other persons in charge perform similar work, and is extremely important information for improving work efficiency.

  This track record information is associated with scenario information including work ID 2111, work name 2112, scenario ID 2113, scenario name 2114, scenario object name 2115, action sequence 2116, action sequence name 2117, person in charge 2118, and the like. Yes.

  In this way, by associating the scenario information with the performance information of the work execution, for example, the scenario object name 2115 of the work name 2112 of the scenario information has the information of the execution time comment of the performance information, and “ If there are many units received from the center (P), you can confirm that you have to prepare a dolly etc. in advance, and you can check the “distributed PC photo” and “related URL” with reference information it can.

  These pieces of information can be used for the performance of future work, and the work can be efficiently performed as a work team.

  Next, a display example of the above-described work performance record information on the display screen of the OC client at the time of execution of the scenario by the worker in charge will be described.

  FIG. 33 and FIG. 34 show the detailed display contents when the scenario data execution screen which is the screen of the display section of the OC client 21 before and after the execution of the scenario and the AN expansion which is a part thereof are drilled down. It is a figure which shows an example of the action sequence data execution screen shown.

  In the evidence after execution, the result information (execution result) when the above-described work is performed is displayed, and the previous result information (work result) can be referred to by drilling down the reference portion.

  In the figure, the scenario data execution screen 330 has an applicant field 331 and a reception window field 332. The applicant field displays the start scenario object 333, and the reception window field displays AN expansion (contact). ) Scenario object 334 is displayed.

  When the scenario object 334 of AN expansion (contact) is drilled down, an action sequence data execution screen 3340 as shown is displayed. The execution screen includes, for example, an action sequence ID, an action sequence name, a schedule person, a result person, an outline, a classification, a scheduled start date and time, an end date and time, a remark, a comment at the time of assignment, a system name, a version, and an execution Each column of the hour comment 3453 is displayed.

In the lower column, the action name 3342, details / remarks 3361, status 3362, start / end date and time 3363, runtime comment 3453, evidence 3465, and material 3466 display information so that the contents can be confirmed. .
In particular, according to the status 2116, it is possible to grasp the work result (actual information) of the scenario or the like from each column of the execution comment 3453, the evidence 3465, and the material 3466, whether or not it is completed.

  In the present embodiment described above, it is assumed that the scenario including the work item of the work procedure manual is combined with the time element for performing the work of the work item, but the technique for registering and displaying the execution evidence Can be handled even in the execution of a scenario that does not include a time element.

  That is, an operation automation support system in which each work item or work step constituting a series of work is combined with a work start time element, and when the timing for each work occurs according to the time element, the system side works on the worker. The present invention is not limited to this, and any system that automatically supports a plurality of work items can be applied to a system that does not include a time element for the work start timing.

  In addition, as a display method on the display unit of the OC client, any method may be used as long as it is a method that can be easily recognized by the operator, and a notification method may be used in combination with the display method.

  Not only IT systems such as Network Management Service (NMS) and IT Asset Management Service (OFITLCM: OFITLCM, ICT Assurance NAVI / Hitachi Electronics Service Co., Ltd.), but also non-IT systems, for example It can be applied to all work development and execution management that have a so-called routine procedure, such as provision of operational services such as system procurement, construction, and repair.

10 Service target (IT environment / non-IT environment)
20 Service provider (service provision site)
21 OC Client 22 OC Server 211 Service Scenario Group 220 Processing Unit 221 Operation Preparation Unit 222 Operation Execution Unit 223 Registration Unit 7 Knowledge DB
23 SKMS / DB (work results (evidence) layer / DB)
2211 OC software

Claims (11)

In the operation support system that carries out the work of the work items that constitute a series of work based on the work procedure manual and notifies the operation status to the worker side,
A server having a function of creating a scenario combining a work item of the work procedure manual and an execution time element of the work item and performing a work based on the scenario, and the work item according to the execution time element of the scenario An operation automation support system that performs the work of
The server
Create a scenario that combines the implementation time element of the work items and the working item of the work procedure manual, and scenarios operation preparation unit that registers the scenario in the registering unit, working implementation of work items of the scenario or, A scenario operation execution unit for performing the work of the work item according to an execution time element of the scenario;
The scenario operation execution unit
Means for expanding the work items in a work scenario lane for each of a plurality of related departments or a plurality of related workers;
A means for configuring a connection between each work item developed in the plurality of work scenarios and lanes as a service scenario by mutual interaction between the work scenarios and lanes;
Means for incorporating the implementation time element into each work item constituting the service scenario;
Processing means for executing the scenario, and processing means for registering information on the performance of the work in the database as execution evidence when the work of the work item is performed by the processing means;
The execution evidence of the database is notified to the server and / or a client side connected to the server, and the execution evidence is associated with a series of work items of the scenario on the display unit on the server and / or the client side. A processing means for displaying the correlation between the work item of the scenario and the execution evidence in a visible manner;
An operational automation support system characterized by having In the operation automation support device in the automation support environment at the operation site,
Create a scenario that combines a work item of the procedure manual and an execution time element of the work item, a scenario operation preparation unit that registers the scenario, and executes the work item of the scenario, or the execution time of the scenario Have an information system to implement based on the elements,
The information system is
A scenario is prepared by combining a work item of the work procedure manual and an execution time element of the work item, a scenario operation preparation unit that registers the scenario in a registration unit, and the work item of the work item according to the execution time element of the scenario It has a scenario operation execution part that performs work,
The operation preparation unit
A scenario decomposition processing means for receiving information on the work procedure manual from an operation-related person and decomposing the information into a plurality of work items;
Creating a scenario combining the work item disassembled by the disassembling means and the execution time element of the work item, and scenario creation processing means for registering the created scenario in a registration unit;
Including
The operation execution unit
Means for expanding the work items in a work scenario lane for each of a plurality of related departments or a plurality of related workers;
A means for configuring a connection between each work item developed in the plurality of work scenarios and lanes as a service scenario by mutual interaction between the work scenarios and lanes;
Means for incorporating the implementation time element into each work item constituting the service scenario;
Scenario execution processing means that is created by the scenario creation means and executes the work item based on an execution time element of the scenario;
Notification processing means for notifying the operational parties of the operational status of the work item executed by the scenario execution processing means;
When the scenario execution processing means performs the work, a registration processing means for registering the execution work results in the knowledge database as execution evidence;
The execution evidence of the knowledge database is notified to the server and / or a client connected to the server, and the execution evidence is associated with a series of work items of the scenario on the display unit of the server and / or the client. Display processing means for displaying the correlation between the work item of the scenario and the execution evidence in a visible manner,
Means for expanding the work items in a work scenario lane for each of a plurality of related departments or a plurality of related workers;
A means for configuring a connection between each work item developed in the plurality of work scenarios and lanes as a service scenario by mutual interaction between the work scenarios and lanes;
Means for incorporating the implementation time element into each work item constituting the service scenario;
An operation automation support apparatus characterized by comprising: In the operation support method in the operation automation support device that carries out the work of the work items constituting a series of work based on the work procedure manual and notifies the operation status to the worker side,
The operation automation support device includes:
A scenario is created by combining a work item of the work procedure manual and an execution time element of the work item, and includes a server that performs work of the work item based on the scenario,
The server has a computer that creates a scenario that combines a work item and an execution time element related to the execution timing of the work item, and performs the work of the work item based on the scenario,
The computer
Expanding the work items into work scenario lanes for a plurality of related departments or a plurality of related workers;
Configuring a connection between each work item developed in the plurality of work scenarios and lanes as a service scenario, and configuring the interaction between the work scenarios and lanes;
Incorporating the implementation time element into each work item constituting the service scenario ;
Registering the created scenario in the registration unit of the operation automation support device on the service provider side;
Performing the work of the work item according to an implementation time element of the scenario;
When performing the work by the computer of the operation automation support device, the step of registering the information of the execution results in the database as execution evidence;
The execution evidence of the database is notified to the server and / or the client connected to the server, and the execution evidence is associated with a series of work items of the scenario on the server and / or the client-side display unit. Displaying the correlation between the work item of the scenario and the execution evidence in a visible manner;
An operation automation support method characterized by comprising: In the operation automation support method according to claim 3 ,
The computer further notifies the service provider of the status or completion of the work execution step;
An operation automation support method characterized by comprising: In the operation support system in the operation automation support device that carries out the work of the work items that constitute a series of work based on the work procedure manual and notifies the operation status to the worker side,
Creating a scenario that combines a work item of the work procedure manual and a time element for executing the work item, and controlling execution of a service scenario in an operation automation support system including a server that performs the work of the work item according to the time element A method,
The operation automation support device includes:
Means for expanding the work items in a work scenario lane for each of a plurality of related departments or a plurality of related workers;
A means for configuring a connection between each work item developed in the plurality of work scenarios / lanes as a service scenario by mutual interaction between the work scenarios / lanes,
Means for incorporating the time element into each work item constituting the service scenario;
Means for receiving the time element and confirming the progress of each work item;
Means for notifying an operation related person of the operation support system of the operation status of the work item;
When the operation is performed by the operation automation support device, means for registering information on the execution results in the knowledge database as execution evidence;
A service scenario execution control method in an operation automation support system, comprising: means for displaying execution evidence of the database on the display unit of a client connected to the server or the server. The work items constituting a series of work based on the work procedure manual are performed, the operation status is notified to the worker side, and the work item of the work procedure manual and the time element for performing the work item are combined. The scenario is registered in an operation automation support apparatus on the service provider side that includes a client and a server that perform work based on the scenario, and the scenario is performed on the work item of the scenario or the time element for executing the scenario. A service scenario execution control device in an operation automation support system for performing the work of the work item,
The operation automation support device includes:
Means for expanding the work items in a work scenario lane for each of a plurality of related departments or a plurality of related workers;
A means for configuring a connection between each work item developed in the plurality of work scenarios / lanes as a service scenario by mutual interaction between the work scenarios / lanes,
Means for incorporating the time element into each work item constituting the service scenario;
Means for receiving the time element and confirming the progress of each work item;
Providing a means for notifying the operational parties of the operational status of the work item executed by the operational automation support device;
The notification means is for notifying the time element incorporated for each work item when notifying the operation related to the operation automation support system of the operation status of the previous work item,
Also, when the operation is performed by the operation automation support device, means for registering information on the performance of the operation in the knowledge database as execution evidence;
An apparatus for controlling execution of a service scenario in an operation automation support system, comprising: means for displaying information on the performance of the database so as to be visible. In the operation automation support system equipped with the operation automation support device in the automation support environment of the operation site,
A disassembling unit that receives information on a work procedure document from an operation-related person and disassembles the information into a plurality of work items;
A scenario creation unit that creates a scenario combining a work item disassembled in the disassembly unit and a time element for performing the work item;
A registration unit for registering the scenario created by the scenario creation unit;
An execution unit that executes the work item of the scenario based on the time element set in the scenario registered in the registration unit;
A notification unit for notifying the operation related parties of the operation status of the work item executed by the execution unit;
With
A service scenario execution control device in an operation automation support device that performs work of work items constituting a series of work based on a work procedure manual and notifies the operation status to the worker side,
The execution unit is
Means for expanding the work items in a work scenario lane for each of a plurality of related departments or a plurality of related workers;
A means for configuring a connection between each work item developed in the plurality of work scenarios / lanes as a service scenario by mutual interaction between the work scenarios / lanes,
Means for incorporating the time element into each work item constituting the service scenario;
Means for receiving the time element and confirming the progress of each work item;
Means for registering the execution result as execution evidence when the operation is performed by the operation automation support device;
A means for displaying the results of the performance of the database in a visible manner;
The notification section includes a means for notifying a time element incorporated for each work item when notifying the operation related person of the operation status of the work item. Execution control device.   The operation automation according to claim 7, wherein the notification unit includes a control unit that controls a scenario object constituting the scenario and visually identifies the progress of the work item by color coding or blinking. Service scenario execution control device in the support system.   Further, managing an action sequence developed from the operation automation support device, and an action navigation for supporting execution of a detailed work procedure of a work item according to the action sequence, in cooperation with the operation automation support device, 8. The service scenario execution control device in the operation automation support system according to claim 7, further comprising: an operations assistant that supports remote operation; and a tool group including a communication tool that accommodates and manages notification of the notification unit. A method for controlling the execution of a service scenario in an operation automation support system that performs work of work items constituting a series of work based on a work procedure manual and notifies the operation status to the worker side,
The operation automation system is:
A scenario that combines a work item of the work procedure manual and a time element for performing the work item is registered in an operation automation support apparatus on the service provider side that includes a client and a server that perform work based on the scenario. Performing the work item of the scenario or performing the work of the work item according to a time element for performing the scenario;
Expanding the work items into work scenario lanes for a plurality of related departments or a plurality of related workers;
Configuring a connection between each work item developed in the plurality of work scenarios and lanes as a service scenario, and configuring the interaction between the work scenarios and lanes;
Incorporating the time element into each work item comprising the service scenario;
Receiving the time element and checking the progress of each work item;
When performing the work by the operation automation support device, registering in the database as needed each time;
A service scenario execution control method in an operation automation support system, characterized in that a step of displaying in order to visualize information on the performance of the database is provided. In the execution control method of the service scenario in the operation automation support system,
The operation automation support system includes:
Creating a scenario that includes the work of the work item in the work procedure manual and the absolute time or relative time that is a time element related to the execution of the work;
When the time of the time element of the scenario arrives, performing the work based on the time;
Notifying the service provider side of the status or completion of the work execution step,
The step of creating the scenario includes:
Expanding the work items into work scenario lanes for a plurality of related departments or a plurality of related workers;
Configuring a connection between each work item developed in the plurality of work scenarios and lanes as a service scenario, and configuring the interaction between the work scenarios and lanes;
Incorporating the time element into each work item comprising the service scenario;
Receiving the time element and checking the progress of each work item;
The notifying step includes
Notifying the operation status of the work item to the operation personnel of the operation automation support system, notifying the time element incorporated for each work item,
Furthermore, when the operation is performed by the operation automation support device, a step of registering an execution result in a database as necessary each time;
A method for controlling execution of a service scenario in an operation automation support system, comprising the step of displaying in order to visualize information on the performance of the database.

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