JP6555720B2 - Interactive maintenance operation system and method - Google Patents

Description

  The present invention relates to a network maintenance operation system.

  In conventional network maintenance operations, the maintenance operator manually cooperates with engineers who have know-how based on complaints from users and error messages of individual network devices, and manually isolates network faults and Analysis has been performed (see Non-Patent Document 1). In addition, each time a new function is added to the network, it has been manually developed and verified.

  On the other hand, as an approach to maintenance operation, there is a method of executing a maintenance operation command such as a PING command that is a communication monitoring command using chatbot that is an interactive robot agent (see Non-Patent Documents 2 to 5). ). However, these technologies only automatically execute the requested command, and know how to execute what command should be executed for which device in the first place and how to interpret the command result. Relying on the manual work of the engineers who held it, the situation of relying on personal know-how remained unchanged.

Koichi Akiyama, "Introduction to Network Operations Management (1)-It seems to be known but I don't really know-Let's make a network restoration plan", [online], [Search July 14, 2016], Internet <URL: http://www.atmarkit.co.jp/ait/articles/0311/14/news001.html> Fukuyuki Murakami, “Fukuyuki Murakami's“ Bot, Artificial Intelligence and I ”: Chatbot is“ The Fourth Industrial Revolution ”, Don't Be Late (1/2)”, [online], [July 2016 14 days search], Internet <URL: http: //www.itmedia.co.jp/enterprise/articles/1606/10/news032.html> Kazufumi Otani, "GitHub Smoked! Bot development and execution framework" Hubot "", [online], [July 14, 2016 search], Internet <URL: http: //gihyo.jp/dev/serial / 01 / hubot> "OSS ~ Try Hubot 02 ~", [online], [searched July 14, 2016], Internet <URL: http: //recipe.kc-cloud.jp/archives/7252> Hideyuki Shimonishi, "Network Function Virtualization (NFV) Overview", [online], [searched July 14, 2016], Internet <URL: http://www.e-side.co.jp/okinawaopendays/ 2014 / document / 12_shimonishi.pdf>

  However, there are the following issues regarding network maintenance and operation.

  Problem 1: In recent years, virtualization of network functions called NFV (Network Functions Virtualisation) has become widespread, and various virtual networks have been provided through so-called middle B operators. The demands of middle B operators for such network maintenance operations are also diversified. In other words, while conventional carrier-based requests include a very detailed understanding of the network status, OTT (Over the Top) -based requests require that the service can be maintained for the time being. There is something that doesn't. As described above, in recent years, maintenance operation levels required by operators have been diversified in network maintenance operations. However, it is difficult to construct an operation system according to the maintenance operation level with the above-described conventional interactive robot agent. there were. Here, “middle B operator” means a business operator located between the business operator and the business operator, such as BtoBtoB and BtoBtoC, or a business operator located between the business operator and the consumer. .

  Problem 2: In addition, in a virtual network using the NFV technology, since many virtual networks are superimposed on the same physical network, it is assumed that the difficulty of isolating and analyzing the influence range at the time of failure occurrence is expected. ing.

  Problem 3: In addition, the isolation and analysis of the impact range when a failure occurs depends on the know-how and intuition of each engineer as a belonging person, and a stable system for these complicated problems It is desired to build.

  The present invention has been made in view of the above circumstances, and an object thereof is to provide an interactive maintenance operation system and method in which network maintenance operation is autonomous and sophisticated.

  In order to achieve the above object, the present invention provides an interactive maintenance operation system that supports network maintenance operation work performed by a network maintenance operator and an engineer, and provides an interactive GUI to the maintenance operator and the engineer. Providing interactive GUI function unit to provide, command line type UI function unit to provide command line type UI to engineer, network compilation function unit to provide programming type UI to engineer, and normality of network device in network A test function unit that performs tests, a log analysis unit that analyzes logs of network devices in the network, and a maintenance operation request obtained from a maintenance operator via an interactive GUI function unit, and responses to the acquired maintenance operation request If the process is not stored as know-how, the maintenance operation request is passed through the interactive GUI function unit. Network normality test or log analysis based on processing instructions from the engineer for the maintenance operation request obtained from the interactive GUI function unit, command line type UI function unit or programming type UI function unit. When corresponding processing such as control of the network device is performed, the corresponding processing is accumulated as know-how for the maintenance operation request, and if the corresponding processing for the acquired maintenance operation request is stored in itself as the know-how, based on the know-how A maintenance operation know-how control function unit that performs corresponding processing such as a network normality test, log analysis, or network device control is provided.

  According to the present invention, requests for various maintenance operation levels such as maintenance operators and technicians can be handled interactively and centrally, so it is necessary to individually construct an operation system according to each request level. There is no. In addition, it is possible to transfer know-how to an interactive system by performing network fault isolation and impact analysis / development verification work in dialogue with engineers who have know-how. Eventually, it will be possible to autonomously analyze the status of the network and respond in response to a request from the maintenance operator.

Configuration diagram of interactive maintenance operation system The figure which shows an example of the image of interactive GUI Overall operation flow of interactive maintenance operation system Diagram explaining the flow of control in an interactive maintenance operation system Diagram explaining the network compilation function Diagram explaining conventional business flow The figure explaining the work flow of this invention Diagram explaining the business flow when expanding network functions Diagram explaining the business flow when handling failures

  An interactive maintenance operation system according to an embodiment of the present invention will be described with reference to the drawings. FIG. 1 is a configuration diagram of an interactive maintenance operation system, and FIG. 2 is a diagram illustrating an example of an image of an interactive GUI.

  The interactive maintenance operation system according to the present embodiment is used for the maintenance operation of a virtualized network, and the conversation partners of the interactive maintenance operation system are roughly classified into a maintenance operator and a technician. The maintenance operator is a player who inquires of the system about the influence of the service due to the network status or failure, triggered by user complaints, network device alarms, periodic inspections, and the like. The final purpose of this system is to give an appropriate answer to this maintenance operator.

  On the other hand, the engineer is a player who teaches the system how to answer the inquiry from the maintenance operator. By interacting with this system and solving maintenance operator inquiries together, maintenance operation know-how is accumulated within this system, and eventually the system autonomously answers maintenance operator inquiries. It will be like that.

  As shown in FIG. 1, the interactive maintenance operation system 100 includes an interactive GUI (Graphical User Interface) function unit 110, a command line UI function unit 120, a maintenance operation know-how control function unit 130, and a network compilation function unit. 140, a common DB 150, an automatic test function unit 160, and a log analysis function unit 170.

  The interactive GUI function unit 110 provides an interactive GUI using natural language to maintenance operators and engineers. An image of the interactive GUI provided by the interactive GUI function unit 110 is shown in FIG.

  The command line type UI function unit 120 provides a UI for controlling the network device on the command line as in the conventional case.

  The maintenance operation know-how control function unit 130 analyzes a network state based on a dialogue with an engineer. The maintenance operation know-how control function unit 130 accumulates know-how by repeating such analysis processing.

  The network compilation function unit 140 has a function of generating setting information for the network device based on a request from the user. In other words, the network compilation function unit 140 has a function of providing a programming UI to the user.

  The common DB 150 stores information on the configured network.

  The automatic test function unit 160 automatically executes a normality test of each device on the network based on a request from the maintenance operation know-how control function unit 130.

  The log analysis function unit 170 analyzes the log of each device on the network based on a request from the maintenance operation know-how control function unit 130.

  FIG. 3 shows an example of the overall operation flow of the interactive maintenance operation system. As shown in FIG. 3, the interactive maintenance operation system 100 starts operation in response to an inquiry from the maintenance operator. As an opportunity (trigger) that the inquiry from the maintenance operator is generated, for example, an alarm is generated, a user is declared, and a periodic normality test is performed. Here, “alarm generation” is triggered by a warning of the occurrence of a failure by an existing failure detection system provided in a network device. The “user declaration” is triggered by a report from a network user (user) or the like. In addition, the “steady normality test” is triggered by the content of the normality test result performed by a network device (typically, the content that a failure has occurred).

  The interactive maintenance operation system 100 analyzes the contents of the inquiry (step S1), and confirms whether similar cases have been accumulated as know-how in the maintenance operation know-how control function unit 130 (step S2). If there are similar cases in the past, based on the similar cases in the past, the automatic test function unit 160 and the log analysis function unit 170 are used to perform analysis and processing similar to the past (step S3). On the other hand, if there is no similar case in the past, the interactive GUI function unit 110 performs analysis and processing while interacting with the engineer, and these processes are accumulated as know-how in the maintenance operation know-how control function unit 130. (Step S4). Then, the interactive maintenance operation system notifies the maintenance operator of the processing result through the interactive GUI function unit 110 (step S5).

  Then, the interactive maintenance operation system confirms with the maintenance operator whether the processing result satisfies the request through the interactive GUI function unit 110 (step S6), and ends if the request is satisfied. . On the other hand, if the request is not satisfied, the maintenance operator is confirmed why the request is not satisfied, and the process is continued with the confirmation content (step S7).

  As described above, the interactive maintenance operation system according to the present invention has one of the points that know-how is accumulated through dialogue with engineers, and that it is possible to autonomously answer maintenance operator inquiries ( Step S4). In addition, the interactive maintenance operation system according to the present invention has a function of holding a function for confirming the normality and log of each device of the network and automatically executing it according to the request of the maintenance operation know-how control function unit 130. (Step S3).

  As shown in FIG. 4, the interactive maintenance operation system 100 provides an interactive GUI, a programming UI, and a command line type UI to the user, and has various technical levels such as maintenance operators and engineers. It can be supported. That is, in the interactive maintenance operation system 100, a maintenance operator with a low technical level can perform maintenance operations with an easy operation using the interactive GUI. On the other hand, engineers with high technical level can control as if they own and operate an actual device by using command line type UI or programming type UI. Is possible. Further, the interactive maintenance operation system 100 can autonomously control the network 200 based on the accumulated know-how.

  The operation of the network compilation function unit 140 will be described with reference to FIG. In the interactive maintenance operation system 100 according to the present embodiment, by using the network compilation function unit 140, a networking expert can use a network function by calling a library. That is, the network device appears as a software component. As a result, network settings are included in program development. That is, human resources without skills and know-how in the network field can develop a service using a network in the sense of developing a web service.

  Specifically, as shown in FIG. 5, when the engineer instructs the network compilation function unit 140 to program / change the virtual network in the NFV technology, the network compilation function unit 140 makes an inquiry to the common DB 150 to make an existing setting. , And only the difference setting change is applied to the network device of the network 200, so that the network can be maintained. Thereby, for example, by changing one line of the program, it is reflected in the virtual network in real time. In addition, it is possible to construct a network by combining existing parts and elements, rather than the conventional full scratch silo development.

  With reference to FIGS. 6 and 7, description will be made of how the maintenance operation is changed by the interactive maintenance operation system 100. FIG. 6 is a diagram for explaining a conventional business flow, and FIG. 7 is a diagram for explaining a business flow of the present invention.

  As shown in FIG. 6, in a conventional maintenance operation, in response to a request from the middle B operator, a maintenance operator (manager), a maintenance operator (actual worker), an engineer, a hardware vendor, and software A large number of players such as vendors and in-house engineers are necessary, and only the maintenance operator (actual worker) is performing all maintenance operations of the network 200. On the other hand, as shown in FIG. 7, the player in the maintenance operation business of the present invention is only the maintenance operator (manager) / engineer in response to a request from the middle B operator. Moreover, in the present invention, the actual work of the network maintenance operation is performed through the operation of the interactive maintenance operation system 100 by the maintenance operator (manager) or the engineer or by the autonomous processing of the interactive maintenance operation system 100. Done. Furthermore, the operation of the interactive maintenance operation system 100 by the maintenance operator (manager) or the engineer can be performed through an appropriate user interface according to the technical level, the skill level, or the like. As described above, according to the present invention, the maintenance operation of the network can be made autonomous and sophisticated.

  Further, a specific example of how the maintenance operation work is changed by the interactive maintenance operation system 100 will be described with reference to FIGS. FIG. 8 is a diagram for explaining the business flow when the network function is expanded, and FIG. 9 is a diagram for explaining the business flow when the failure handling is performed. 8 and 9, the upper part is a conventional business flow, and the lower part is a business flow of the present invention.

  As shown in FIGS. 8 and 9, in the interactive maintenance and operation system 100 according to the present invention, in step 3, the interactive maintenance and operation system 100 learns by listening to the know-how of the engineer and gradually leaves the engineer. It is one of the points to do. In addition, in step 4, one of the points is to automatically execute the manual analysis work that has been performed by the engineer based on the instruction of the engineer.

  As described above, according to the interactive maintenance operation system according to the present embodiment, various maintenance operation level requests such as maintenance operators and engineers can be handled interactively and centrally. An interface that performs detailed control (control on the command line, etc.) according to the request is also provided, so there is no need to individually construct an operation system according to each request level. Thereby, the above-mentioned problem 1 can be solved.

  In addition, it is possible to transfer know-how to an interactive system by performing network fault isolation and impact analysis / development verification work in dialogue with engineers who have know-how. Therefore, know-how related to maintenance operation is accumulated in the system, so that it is not necessary for the engineer to work with the maintenance operator based on personal know-how until now. Thereby, the above-mentioned Problem 3 can be solved.

  In the end, it is possible to autonomously analyze the network status and respond according to the maintenance operator's request. Therefore, it is difficult to manually analyze failures in a network complicated by virtualization. Can be processed automatically. Thereby, the above-mentioned Problem 2 can be solved.

  Although one embodiment of the present invention has been described in detail above, the present invention is not limited to this. For example, in the above embodiment, a network virtualized by the NFV technology is a target for maintenance operation, but the present invention can be applied even to a network in which virtualization is not introduced.

DESCRIPTION OF SYMBOLS 100 ... Interactive maintenance operation system 110 ... Interactive GUI function part 120 ... Command line type UI function part 130 ... Maintenance operation know-how control function part 140 ... Network compilation function part 150 ... Common DB
160 ... Automatic test function unit 170 ... Log analysis function unit 200 ... Network

Claims (4)

An interactive maintenance operation system that supports network maintenance operations performed by network maintenance operators and engineers,
An interactive GUI function unit that provides an interactive GUI to maintenance operators and engineers;
A command line type UI function unit for providing a command line type UI to engineers;
A network compiling function unit that provides a programming UI to engineers;
A test function unit for performing a normality test of network devices in the network;
A log analyzer for analyzing the logs of network devices in the network;
When a maintenance operation request is acquired from the maintenance operator through the interactive GUI function unit, and the corresponding processing for the acquired maintenance operation request is not stored as know-how, the maintenance operation request is stored in the interactive GUI function unit. Network normality test or log based on the processing instruction from the engineer with respect to the maintenance operation request obtained from the interactive GUI function unit, command line type UI function unit or programming type UI function unit When the corresponding processing such as analysis or network device control is performed and the corresponding processing is accumulated as know-how for the maintenance operation request, and the corresponding processing for the acquired maintenance operation request is stored in itself as the know-how Network normality test or log analysis or network device control based on Interactive operation and maintenance system is characterized in that a corresponding processing performs maintenance and operation know-how control function unit. A storage unit for storing network information;
The interactive maintenance operation system according to claim 1, wherein the network compilation function unit sets network devices in the network based on network information acquired from a technician and network information stored in the storage unit. . The interactive maintenance operation system according to claim 1, wherein the network is a network in which network functions are virtualized. A maintenance operation method that supports network maintenance operations performed by network maintenance operators and engineers using an interactive maintenance operation system.
The interactive maintenance operation system includes: an interactive GUI function unit that provides an interactive GUI to maintenance operators and engineers; a command line UI function unit that provides a command line UI to engineers; A network compilation function unit that provides a type UI, a test function unit that performs a normality test of a network device in the network, and a log analysis unit that analyzes a log of the network device in the network,
The maintenance operation know-how control function unit of the interactive maintenance operation system acquires a maintenance operation request from the maintenance operator through the interactive GUI function unit, and the corresponding processing for the acquired maintenance operation request is accumulated as know-how in itself. If not, the maintenance operation request is presented to the engineer via the interactive GUI function unit, and the maintenance operation request acquired from the interactive GUI function unit, the command line type UI function unit, or the programming type UI function unit Perform response processing such as network normality test or log analysis or network device control based on processing instructions from engineers, and store the response processing as know-how for the maintenance operation request and respond to the acquired maintenance operation request If the processing is stored in itself as know-how, the network Interactive operation and maintenance method and performing corresponding processing, such as control of the normal test or log analysis or network device click.

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