JPH1011322A - Remote maintenance system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To reduce a line equipment at each maintenance center, to prevent oppression of an accessing a data base and to improve a sureness and maintenance in fault information by providing a means for changing-over a connection destination to another maintenance center. SOLUTION: The service processors(SVP) of respective customers are provided with a set-up means 10 for setting-up the connection number of each connection destination and a connecting means 11 to the connection destination so as to execute connection to hardware maintenance centers 20 and 21 and software maintenance centers 25 and 26. Then, unless main centers 20 and 25 are connected, change-over is executed to sub-centers 21 and 26 so as to execute connection. Thus, the number of communication lines at each maintenance center is reduced and also the sureness and maintenance is reporting fault information are improved by changing-over the connection destination to another maintenance center unless one of the main/sub-centers is connected at the time of connection.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention comprises a customer's computer system and a plurality of maintenance centers for remotely maintaining the computer system. The customer's computer system includes, for example, a service processor (SVP). Has been
The service processor (SVP) is equipped with a remote maintenance support system for connecting to a remote maintenance center comprising a plurality of maintenance centers, a connection number setup means for connecting to the plurality of maintenance centers, and And a means for connecting to a corresponding maintenance center based on the connection number.

[0002]

2. Description of the Related Art FIG. 9 is a diagram for explaining a conventional remote maintenance system. In a conventional remote maintenance system, for example,
As shown in this figure, the maintenance center 2 has a hardware maintenance center / software maintenance center coexisting, and the maintenance center 2 exists only as a single center system.

[0003] That is, conventionally, the number of computer systems of a customer was small, and the hardware / software configuration of the computer system of the customer was relatively simple, and onlineization was inexperienced. If a failure occurs in the customer's computer system, the customer's maintenance person notifies the maintenance center 2 of the failure information by telephone line and, based on the instruction from the maintenance center 2 or a specialized maintenance service from the manufacturer. The level of maintenance is such that the customer goes to the customer to perform the fault handling, and there is no need to actively connect and perform remote maintenance through a communication line.

[0004] Further, in the monitoring terminal device 3 corresponding to the customer connected to the maintenance center 2, a visual display such as displaying only the fault information and displaying the hardware configuration of the computer system of the customer is not provided. I did not go. Therefore, the maintenance person needs to identify the location of the failure by looking at the manual based on the displayed failure information.

[0005] As a similar remote maintenance system technology, there is Japanese Patent Application Laid-Open No. Hei 2-302840 entitled "Maintenance Diagnosis System for Information Processing System". The information for discriminating is added and transmitted to the maintenance center, and the maintenance center determines information for discriminating between the hardware failure and the software failure and inputs the information to the communication control means corresponding to the type of the failure information. " It has been shown that maintenance /
It has been suggested to switch between software maintenance and remote maintenance, and there existed techniques for distinguishing between hardware / software remote maintenance.

[0006]

However, with the recent increase in the scale, diversification, complexity, and spread of online computer systems of customers, and the increase in the number of computer systems, the following problems have been encountered. The problem is getting bigger.

(1) Concentration / increase of line equipment at one maintenance center, and use of the database of the maintenance center for diagnosis to identify a faulty location. Therefore, lines are concentrated at the one maintenance center. Then, the access to the database is squeezed, and the integrity is lacking. (2) Hardware configuration of the maintenance center and monitoring terminal,
Because of the non-visualization of the correspondence between software components and fault locations, it takes time to identify fault locations in diversified and complicated computer systems (for example, manuals need to be referenced), resulting in failure repair. It will be a delay.

Accordingly, the fault information is transmitted through the communication line, and the maintenance center and the monitoring terminal device visually display where the fault location is in the hardware configuration or the software component, and the like, so that the time is displayed. It has become necessary to be able to perform maintenance easily.

SUMMARY OF THE INVENTION In view of the above-mentioned conventional disadvantages, the present invention provides a remote maintenance system capable of reducing the number of line facilities per maintenance center, preventing access to a database, and improving the reliability and maintainability of a failure report. It is intended to provide a system.

[0010]

FIGS. 1 to 8 show an embodiment of the present invention. FIG. 1 shows another maintenance center which cannot be connected to a maintenance center selected in advance. FIG. 2 shows a case in which a line for regular maintenance and a line for failure maintenance are prepared in each maintenance center, and when one line cannot be connected, switching to another line is performed. FIGS. 3 and 4 show a case where a hardware failure occurs and the location of the failure is visually displayed in a hardware configuration diagram. FIGS. 5 and 6 show a failure program when a software failure occurs. FIG. 7 shows a case where a failed program is displayed in a list of programs installed in the user's computer system. FIG. FIG. 8 shows a case in which when a failure due to a hardware failure is detected, a callback connection is made to the user's computer system to notify that the failure is due to hardware. The figure shows a case where when a hardware failure and a software failure occur simultaneously, corresponding failure information is transmitted to the hardware maintenance center and the software maintenance center. The above problems are solved by a remote maintenance system configured as follows.

(1) A means for connecting to a plurality of maintenance centers (a means for setting up line numbers of a plurality of maintenance centers, a means for connecting, ) 10, 11 and a remote maintenance center 2 consisting of a plurality of maintenance centers.
A remote maintenance system comprising means for selectively switching a connection destination based on a connection factor generated in a customer's computer system, wherein the remote maintenance system is for the hardware or software. Means for selectively connecting to any one of the plurality of maintenance centers, and means for switching the connection destination to another maintenance center when the plurality of maintenance centers cannot be connected to a predetermined maintenance center. (Processing steps 100, 101, ..., 201, 202, ...). (See Figure 1) (2) Customer Computer System Maintenance Support Equipment (SVP) 1
In addition, means 10 and 11 that can be connected to multiple maintenance centers, and remote maintenance center 2 consisting of multiple maintenance centers include hardware maintenance centers 20,21, ... and software maintenance center 2
A remote maintenance system comprising means for selectively switching a connection destination based on a connection factor generated in a customer's computer system, wherein the hardware maintenance center comprises: , And Software Maintenance Center
25, 26, ... are provided with connection terminals for a plurality of lines for periodic maintenance and a line for failure maintenance, and based on the above connection factors, a line for failure maintenance → a line for periodic maintenance → a line for failure maintenance Is configured to include means for cyclically switching the connection destination. (See Fig. 2) (3) Maintenance support system (SVP) for customer's computer system 1
In addition, means 10 and 11 that can be connected to multiple maintenance centers, and remote maintenance center 2 consisting of multiple maintenance centers include hardware maintenance centers 20,21, ... and software maintenance center 2
A remote maintenance system comprising means for selectively switching a connection destination based on a connection factor occurring in a customer's computer system, wherein the customer's computer system has a hardware failure. Occurs, the device is connected to the hardware maintenance centers 20, 21, and to transmit hardware fault information and hardware configuration information, and the hardware maintenance centers 20, 21, and The hardware failure information and the hardware configuration information are transmitted to a dedicated hardware maintenance monitoring terminal device 30 for each customer connected to the hardware maintenance center, and the customer's computer system is The hardware configuration diagram and the location of the failure are described in the hardware maintenance center 20,21,
And a means for visually displaying the hardware maintenance and monitoring terminal device 30. (See Fig. 3 and Fig. 4) (4) Maintenance support system (SVP) for customer's computer system 1
In addition, means 10 and 11 that can be connected to multiple maintenance centers, and remote maintenance center 2 consisting of multiple maintenance centers include hardware maintenance centers 20,21, ... and software maintenance center 2
A remote maintenance system comprising means for selectively switching a connection destination based on a connection factor generated in a customer's computer system, wherein a software failure occurs in the customer's computer system. When it occurs, it is connected to the software maintenance center 25, 26, ... to transmit software fault information and software configuration information to the software maintenance center 25, 26, 25, 26, ... transmits the software failure information and software configuration information to the customer-specific dedicated software maintenance monitoring terminal 31 connected to the software maintenance center 25, 26,. The software components of the customer's computer system and the location of the failure are identified by the Software Maintenance Center 25,26,
And a means for visually displaying the software maintenance and monitoring terminal device 31. (See Fig. 5 and Fig. 6.) (5) Maintenance support system (SVP) for customer's computer system 1
In addition, means 10 and 11 that can be connected to multiple maintenance centers, and remote maintenance center 2 consisting of multiple maintenance centers include hardware maintenance centers 20,21, ... and software maintenance center 2
A remote maintenance system comprising means for selectively switching a connection destination based on a connection factor generated in a customer's computer system, wherein the customer computer system has software failure Occurs, and is notified to the software maintenance center 25, 26,. When the software failure is detected as a failure caused by a hardware failure from the notified failure information, the customer's computer system Means (processing steps 300 and 301) for notifying the customer's computer of the failure caused by the hardware by connecting to the customer's computer system. twenty one
It is configured to include a unit for instructing connection to the server and transferring information relating to the failure. (See Fig. 7) (6) Maintenance support system (SVP) for customer's computer system 1
In addition, means 10 and 11 that can be connected to multiple maintenance centers, and remote maintenance center 2 consisting of multiple maintenance centers include hardware maintenance centers 20,21, ... and software maintenance center 2
A remote maintenance system comprising means for selectively switching a connection destination based on a connection factor generated in the customer's computer system, wherein the remote maintenance system comprises hardware When the simultaneous occurrence of a failure and a software failure is detected, the hardware maintenance center
20,21, ... to transmit the hardware failure information and software failure information, and the hardware maintenance centers 20,21, ... to the software maintenance centers 25,26, ... It is configured to have means for making connection and transferring software fault information to the software maintenance center 25, 26,. That is, in the remote maintenance system of the present invention, the maintenance center is divided into two for hardware and one for software, and each maintenance center is provided with, for example, a sub-center and multiplexed. Thus, when an abnormality occurs in the customer's computer system, it is determined whether or not to connect to a predetermined maintenance center, and the connection can be made to the designated center. Then, for example, when a connection cannot be made to the main maintenance center, the connection can be made by switching to the sub. In addition, with regard to the maintenance center and the maintenance monitoring terminal device corresponding to each customer, the abnormal point is visually displayed, so that an immediate response is possible.

Therefore, 1) by multiplexing the maintenance centers divided for hardware / software, the line facilities per remote maintenance center can be reduced, and each of the maintenance centers is constructed. Pressure on data access to the database can be prevented.

Also, 2) installation of multiplexed sub-centers,
By providing the switching means for each sub-center, it is possible to improve the reliability and maintainability of the fault report. Also, 3) visualization of the fault location in the maintenance monitoring terminal device corresponding to each customer, that is, in the hardware configuration diagram,
By displaying a fault location or displaying a faulty software component in a list of software components, it is possible to timely respond to the fault and eliminate the need for manual maintenance by maintenance personnel.

[0014]

Embodiments of the present invention will be described below in detail with reference to the drawings. FIGS. 1 to 8 are views showing an embodiment of the present invention.

In the present embodiment, a maintenance support device for a customer's computer system {for example, a service processor
(SVP)｝ 1 is equipped with means for connecting to multiple maintenance centers (means for setting up the line numbers of multiple maintenance centers and connecting means) 10 and 11, and the hardware is connected to the remote maintenance center 2 consisting of multiple maintenance centers. Maintenance centers 20,21, ... and software maintenance centers 25,26, ..., and a means for selectively switching a connection destination based on a connection factor (failure occurrence) occurring in a customer's computer system. A remote maintenance system comprising: for the hardware, or
A means for selectively connecting to any of the plurality of maintenance centers for software, and a connection destination to another maintenance center when it is not possible to connect to the previously selected maintenance center of the plurality of maintenance centers. Means for switching, a plurality of regular maintenance lines to the hardware maintenance centers 20,21, and the software maintenance centers 25,26,
It has a connection terminal with a line for failure maintenance, means for cyclically switching the connection destination from failure maintenance line → regular maintenance line → failure maintenance line based on the above connection factors, hardware failure in customer's computer system Occurs, the hardware maintenance centers 20, 21, are connected to transmit hardware failure information and hardware configuration information, and the hardware maintenance centers 20, 21,. The hardware failure information and the hardware configuration information are transmitted to a dedicated hardware maintenance monitoring terminal device 30 for each customer connected to the hardware maintenance center, and the customer's computer system is The hardware configuration diagram and the fault location are
And means for visually displaying on the hardware maintenance monitoring terminal device 30; when a software failure occurs in the customer's computer system, the software is connected to the software maintenance center 25, 26, The software maintenance center 25,26,... Transmits the software failure information and the software configuration information to the software maintenance center 25,26,.
The software fault information and the software configuration information are transmitted to the dedicated software maintenance and monitoring terminal device 31 for each customer connected to 5, 26, and are connected to the software components of the customer's computer system. Means for visually displaying the fault location on the software maintenance center 25, 26,... And the software maintenance monitoring terminal device 31. If a software fault occurs in the customer's computer system, the software maintenance center 25 When the software failure is detected as a failure due to a hardware failure from the reported failure information, a callback connection is made to the customer's computer system, and the customer's A means for notifying the computer that a failure has occurred due to hardware, and a hardware failure and software When the simultaneous occurrence of Towea failure is detected, the maintenance center for hardware
20,21, connected to the hardware fault information,
The hardware configuration information, the software failure information, and the software configuration information are transmitted, and the hardware maintenance centers 20, 21, ... connect to the software maintenance centers 25, 26, ... Means for transferring the fault information and the software configuration information to the software maintenance centers 25, 26,... Are the means necessary for this embodiment. Note that the same reference numerals indicate the same object throughout the drawings.

The configuration and operation of the remote maintenance system according to the present invention will be described below with reference to FIGS. In the present embodiment, an example will be described in which a main center and a sub center are duplicated as a hardware maintenance center and a software maintenance center. However, the present invention is not limited to the duplication. The customer's computer system is selectively assigned to the center, and normally connected to the assigned maintenance center, and when the connection to the assigned maintenance center cannot be made. Needless to say, the connection destination may be switched to another maintenance center.

First, as shown in FIG. 1, a service processor (hereinafter, sometimes referred to as SVP) 1 is mounted on a computer system of each customer, and a plurality of maintenance Remote maintenance center consisting of centers 2
Is connected to the SVP 1.
In this embodiment, as described above, as the remote maintenance center 2 composed of the plurality of maintenance centers, as described above, the hardware maintenance centers 20, 21,.
26, ..., each of which has a main center 20, 25 and a sub-center 21, 26. Each customer's SVP 1 has a hardware maintenance center 20, 21 and a software maintenance center 2
Setup means 10 for setting up connection numbers (communication line numbers / telephone numbers) of respective connection destinations so as to be able to connect to 5,26 main centers and sub-centers; Connection means 11 are provided.

As shown in FIG. 2, a hardware maintenance center 20, 21 and a software maintenance center are provided.
The main centers 20, 25 and sub-centers 21, 26 of 25, 26 are provided with a line for regular maintenance and a connection destination number for a line for failure maintenance. You can set up the connection numbers of the line and the line for failure maintenance.

As shown in FIGS. 3 (b) and 5 (b), failure information generated in each customer's computer system includes, for example, 16 bytes (16 digits) of hardware. There are fault information and software fault information. The hardware fault information consists of a unit number, which is a replacement unit, and an error code. The software fault information is information on the type of the program in which the fault occurred.
(Job name), an error message, an error code, and the like. The error code includes a code indicating a hardware error and a code indicating a software error. Maintenance Center 20,
By analyzing the failure information with a diagnostic program or the like executed in 21, ~, 25, 26, ~, the cause of the failure is:
A hardware or software fault can be determined.

As shown in FIGS. 3 and 5, fault information from each customer is sent from a maintenance center at the connection destination to a hardware maintenance and monitoring terminal device 30 corresponding to the customer, It is configured to be able to transmit the information to the maintenance monitoring terminal device 31, and it is possible to display the trouble information and the like to a maintenance person dedicated to each customer.

In the remote maintenance system of the present embodiment configured as described above, the following operation is performed. (1) Embodiment corresponding to claim 1: First, referring to FIG. 1, the connection destination numbers of the hardware maintenance centers 20, 21 and the software maintenance centers 25, 26 in the SVP 1 of the customer's computer system. When a connection factor (hardware factor and software factor) occurs in the customer's computer system, SVP 1 checks the connection factor and sets up a hardware maintenance center.
Connect to 20,21 or software maintenance center 25,26. << Refer to processing steps 100 to 104, 201 to 204 in FIG. 1 >> Further, when the maintenance center for each hardware / software has the sub-centers 21 and 26 and the main centers 20 and 25 cannot be connected (for example, the system Stop, line busy, etc.), switch to sub-center 21, 26 and connect. In this way, the main / sub (and multiplexing) center is composed of
It is possible to reduce the number of communication lines per maintenance center, and to connect to one of the main / sub-centers and switch to another maintenance center when the connection is not possible, so that trouble information can be saved. The reliability of the notification and the maintainability can be improved.

(2) An embodiment corresponding to claim 2: Explained with reference to FIG. 2, each maintenance center for hardware / software is provided with a line for regular maintenance for regular connection (connection by time, etc.). , Prepare a line for fault maintenance,
The SVP 1 enables the setup 10 of the line information and recognizes the connection factor generated in the customer's computer system to determine the connection destination and connect. If,
When the connection to the main centers 20, 25 fails, the connection is switched to another maintenance center corresponding to the connection factor. At this time, cyclic switching control as shown in FIGS. 2 (b1) and (b2) is performed.

That is, FIG. 2 (b1) shows a case of the periodic maintenance. A connection request is made to the line for the periodic maintenance of the main center 20. If the connection cannot be made, n minutes (n = 1) ~
In the interval period 4), the connection is switched to the regular maintenance line of the sub-center 21. In this case, if the connection cannot be established, a connection request is immediately made to the regular maintenance line of the main center 20. Next, the connection destination is switched cyclically.

FIG. 2 (b2) shows a case of fault maintenance. For example, when a connection request is made to a fault maintenance line of the main center 20 and connection is not established, an interval of n minutes is set. Therefore, the connection is switched to the line for regular maintenance of the main center 20.If the connection cannot be established again, a connection request is made to the line for failure maintenance of the sub center 21. In the interval of n minutes, the connection is switched to the line for regular maintenance of the sub-center 21. If the connection cannot be established again, the connection to the line for failure maintenance of the main center 20 is immediately made. The connection destination is switched cyclically as if the connection was changed.

With this configuration, the reliability of the notification of the fault information to the remote maintenance center 2 can be improved in any case of the regular maintenance and the fault maintenance, and the maintainability can be improved.

(3) Embodiment Corresponding to Claim 3: FIG.
Referring to FIG. 4, first, as shown in FIG. 3 (a), when a hardware failure occurs in the A user, the A
The user's SVP 1 connects to the hardware maintenance center 20 and sends hardware error information and hardware configuration information to the hardware maintenance center 20.

Next, the hardware maintenance center 20
The hardware error information and the hardware configuration information are transmitted to the hardware maintenance monitoring terminal device 30 monitored by the hardware maintenance person of the user A. Since the hardware error information at this time is configured in the format as shown in FIG. 3B, it is displayed as shown in FIG. 4 based on the hardware configuration information. In the hardware configuration diagram of the user A, the hardware corresponding to the unit number information, which is a replacement unit, can be designated (indicated by a filled triangle).

That is, the hardware maintenance and monitoring terminal device
30 performs display of a hardware configuration diagram as shown in the example of FIG. 4 and an error location (the location indicated by the filled triangle), for example, with high brightness and blinking, from the hardware error information and the hardware configuration information, The maintenance person of the user A is notified that a hardware failure has occurred. By performing such a dual display of the failure information on the hardware maintenance and monitoring terminal device 30, the maintenance person of the A user can immediately replace the faulty replacement without looking at the manual as in the conventional case. Can recognize units,
Immediate response to obstacles can be achieved.

(4) Embodiment Corresponding to Claim 4: FIG.
Referring to FIG. 6, first, as shown in FIG. 5 (a), when a software failure occurs in the A user, the A
The user's SVP 1 connects to the software maintenance center 25 and transmits software fault information and software configuration information to the software maintenance center 25.
The failure information of the software at this time is shown in FIG.
Since it is composed in the format as shown in
Based on the configuration information of the software, in the software configuration list of the A user displayed as shown in FIG.
Correlation (branch, join) can be indicated (indicated by ★ in the figure).

Next, the software maintenance center 25
The software failure monitoring information and software configuration information are transmitted to the software maintenance monitoring terminal 31 monitored by the software maintenance staff of the user A, and the name and version of the software in which the error has occurred are displayed as shown in the example of FIG. At the same time, it is possible to display the names of the programs installed by the user A, their version numbers, and the presence / absence of association between the programs. This makes it possible to recognize whether the occurrence of the software failure is a single problem or a complex problem of the program. FIG. 6 shows that the programs indicated by ★ are mutually related programs.

(5) An embodiment corresponding to claim 5: Referring to FIG. 7, if the software “APPL-1” is in an abnormal state due to an intermittent hardware failure by the user A, the operating system ( OS) is SVP 1
To report a software error. The SVP 1 connects to the software maintenance center 25, sends information on software failure, and then disconnects the line. Next, the software maintenance center 25 analyzes the transmitted information on the failure, checks whether the failure is caused by hardware, and, when it is determined that the failure is caused by hardware, makes a callback connection to the A user. Then, A maintenance center 2 for hardware is added to SVP 1 of user A.
Issue an instruction to connect to 0 and disconnect the line. Next, the SVP 1 connects to the hardware maintenance center 20, and transfers hardware error information and hardware configuration information.

With this configuration, even if it appears that a software failure has occurred at first glance, if it is detected that a hardware failure has occurred, the hardware maintenance center 20 immediately switches the connection. Therefore, appropriate trouble information can be displayed to the maintenance person corresponding to the user A, and the maintainability can be improved.

(6) An embodiment corresponding to claim 6: Referring to FIG. 8, when a hardware failure and a software failure occur simultaneously for the A user, the SVP 1 connects to the hardware maintenance center 20 and It transmits hardware failure information, hardware configuration information, software failure information, and software configuration information. The hardware maintenance center 20 provides hardware fault information,
When the hardware configuration information is received, it is registered in its own center. When it receives the software failure information and software configuration information, it connects to the software maintenance center 25 and connects to the software failure information (software failure information, software Configuration information).

With this configuration, appropriate trouble information is transmitted to the corresponding maintenance center, and the corresponding hardware maintenance and monitoring terminal device 30 for the A user and the maintenance and monitoring terminal device 31 for software are transmitted to the corresponding maintenance center. The fault information can be displayed, and the maintainability can be improved.

As described above, the remote maintenance system according to the present invention provides a maintenance support device (SV) for a customer's computer system.
P), means for connecting to a plurality of maintenance centers, a remote maintenance center comprising a plurality of maintenance centers, a hardware maintenance center and a software maintenance center, based on connection factors generated in the customer's computer system. A remote maintenance system comprising means for selectively switching a connection destination, wherein the means for selectively connecting to any of the plurality of maintenance centers for the hardware or software; and A means is provided for switching the connection destination to another maintenance center when a connection cannot be made to a previously selected maintenance center among a plurality of maintenance centers. Further, each of the maintenance centers is provided with a connection terminal for a line for regular maintenance and a line for line for failure maintenance. Means for switching the connection destination. Also, when a hardware failure occurs in the customer's computer system, it is connected to the hardware maintenance center and transmits hardware failure information and hardware configuration information. In the dedicated hardware maintenance monitoring terminal device for each customer connected to the hardware maintenance center, the hardware failure information,
The hardware configuration information is transmitted, and the configuration diagram of the customer's computer system and the location of the failure are visually displayed.
When the software failure information is analyzed and it is detected that the failure is caused by the hardware failure, the software maintenance center makes a callback connection to the SVP and sends the hardware failure information to the hardware maintenance center. Transfer hardware configuration information and visualize hardware faults. Further, when a hardware failure and a software failure occur simultaneously, the failure information received by the hardware maintenance center is separated, and the hardware failure information and the hardware configuration information are registered in the hardware maintenance center. The feature is that the software fault information and software configuration information are transferred to a software maintenance center.

[0036]

As described above in detail, according to the present invention, 1) in a remote maintenance center including a plurality of maintenance centers, a maintenance center divided for hardware / software is multiplexed. As a result, the number of line facilities per maintenance center can be reduced, and it is possible to prevent pressure on data access to a database built in the maintenance center.

2) installation of multiplexed sub-centers;
By providing the switching means for each sub-center, it is possible to improve the reliability and maintainability of the fault report. 3) Visualization on the maintenance monitoring terminal corresponding to each customer, that is, display of a faulty part in a hardware configuration diagram or display of a failed software part in a list of software parts By doing so, it is possible to timely respond to failures and reduce the need for manuals by maintenance personnel.

Further, since the hardware / software failure information is separated and transferred to the corresponding maintenance center, appropriate failure information can be displayed on each maintenance monitoring and monitoring terminal device, thereby improving maintainability. Can be done.

[Brief description of the drawings]

FIG. 1 shows an embodiment of the present invention (part 1).

FIG. 2 shows an embodiment of the present invention (part 2).

FIG. 3 shows an embodiment of the present invention (part 3).

FIG. 4 shows an embodiment of the present invention (part 4).

FIG. 5 shows an embodiment of the present invention (part 5).

FIG. 6 shows an embodiment of the present invention (part 6).

FIG. 7 shows an embodiment of the present invention (part 7).

FIG. 8 shows an embodiment of the present invention (part 8).

FIG. 9 is a diagram illustrating a conventional remote maintenance system.

[Explanation of symbols]

1 Service processor (SVP), maintenance support device (SVP) 10 Setup means, setup 11 Connection means 2 Remote maintenance center, maintenance center 20,21, ∼ Hardware maintenance center 25,26, ∼ Software maintenance center 20,25 Main center 21, 26 Sub-center 3 Maintenance monitoring terminal 30 Hardware maintenance monitoring terminal 31 Software maintenance monitoring terminal Regular maintenance line Failure maintenance line Hardware error information, hardware failure information Configuration information Software error information, software fault information Software configuration information Callback connection Means for transferring and transferring to the hardware maintenance center Means for connecting and transferring to the software maintenance center 100 to 104,201 to 204,300,301 Processing steps

Claims (6)

[Claims] 1. A maintenance support system for a customer's computer system, comprising: means for connecting to a plurality of maintenance centers; a remote maintenance center comprising a plurality of maintenance centers; a hardware maintenance center and a software maintenance center; A remote maintenance system comprising means for selectively switching a connection destination based on a connection factor generated in a customer's computer system, wherein the hardware or the software has a plurality of maintenance centers. A remote connection means for selectively connecting to any one of the plurality of maintenance centers and a means for switching a connection destination to another maintenance center when the maintenance center cannot be selected in advance. Maintenance system. 2. A maintenance support apparatus for a customer's computer system, comprising: means for connecting to a plurality of maintenance centers; a remote maintenance center comprising a plurality of maintenance centers; a hardware maintenance center and a software maintenance center; A remote maintenance system comprising means for selectively switching a connection destination based on a connection factor generated in a customer's computer system, wherein the hardware maintenance center and the software maintenance center have a plurality of regular maintenance And a connection terminal for a failure maintenance line, and a means for cyclically switching a connection destination from a failure maintenance line to a regular maintenance line to a failure maintenance line based on the connection factors. And remote maintenance system. 3. A maintenance support system for a customer's computer system, comprising: means for connecting to a plurality of maintenance centers; a remote maintenance center comprising a plurality of maintenance centers; a hardware maintenance center and a software maintenance center; A remote maintenance system having means for selectively switching a connection destination based on a connection factor generated in a customer's computer system, wherein a hardware maintenance is performed when a hardware failure occurs in the customer's computer system. The hardware maintenance center connects to the hardware maintenance center and transmits hardware failure information and hardware configuration information to the hardware maintenance center. The hardware failure information and the hardware configuration information are transmitted to the maintenance monitoring terminal device, and the customer's computer system is transmitted. A remote maintenance system comprising: a hardware configuration diagram of a system; and a means for visually displaying a fault location on the hardware maintenance center and the hardware maintenance monitoring terminal device. 4. A maintenance support system for a customer's computer system, comprising: means for connecting to a plurality of maintenance centers; a remote maintenance center comprising a plurality of maintenance centers; a hardware maintenance center and a software maintenance center; A remote maintenance system having means for selectively switching a connection destination based on a connection factor generated in a customer's computer system, wherein a software maintenance center is provided when a software failure occurs in the customer's computer system. Connected, and transmits software fault information and software configuration information to the software maintenance center. The software maintenance center uses the dedicated software for each customer connected to the software maintenance center. In the maintenance monitoring terminal device, the software failure information and the software configuration information And a means for visually displaying software components and fault locations of the customer's computer system on the software maintenance center and the software maintenance monitoring terminal device. . 5. A maintenance support device for a customer's computer system, comprising: means for connecting to a plurality of maintenance centers; a remote maintenance center comprising a plurality of maintenance centers; a hardware maintenance center and a software maintenance center; A remote maintenance system comprising means for selectively switching a connection destination based on a connection factor generated in a customer's computer system, wherein a software failure occurs in the customer's computer system, and the software maintenance center When the software failure is detected as a failure due to a hardware failure from the notified failure information, a callback connection is made to the customer's computer system, and the customer's computer is A means for notifying that the failure is caused by hardware; and Remote maintenance system characterized by comprising means for performing connection instruction to the A for maintenance center. 6. A maintenance support system for a customer's computer system, comprising means for connecting to a plurality of maintenance centers, a remote maintenance center comprising a plurality of maintenance centers, a hardware maintenance center and a software maintenance center, A remote maintenance system equipped with means for selectively switching the connection destination based on the connection factor that occurred in the customer's computer system. A simultaneous occurrence of hardware failure and software failure was detected in the customer's computer system Is connected to the hardware maintenance center, the hardware failure information and the software failure information are transmitted, and the hardware maintenance center connects to the software maintenance center and transmits the software failure information. A remote maintenance system comprising means for transmitting to the software maintenance center.