JPH10289277A - Fault dealing personnel allocation processor - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a fault dealing personnel allocation processor which executes allocation processing of a fault dealing personnel who copes with plural kinds of faults that occur in a system. SOLUTION: This processor 1 is provided with a 1st managing means 10 which manages the information of time that is required by each fault dealing personnel for a fault treatment in each fault type, a calculating means 16 which calculates an predictive time when a fault dealing personnel becomes free by calculating a restoration predictive time of a fault that is allocated to the fault dealing personnel, including a fault that is reserved and allocated by using management data of the means 10, a 2nd managing means 12 that manages whether each fault dealing personnel engages in a fault treatment or not, manages the identifier of a fault which is now dealt with and reserved and allocated when he does, and also manages a free predictive time that is calculated by the means 16 and a deciding means 16 which decides a fault dealing personnel by using management data of the means 10 and 12 when a fault occurs.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an apparatus for allocating failure handling personnel for realizing a quick recovery of a system by executing processing for allocating failure handling personnel for dealing with a plurality of types of failures occurring in the system. About.

[0002] When a failure occurs in a system, it is usually necessary to supplement the trouble-shooting personnel. In this case, the skills of the trouble-shooting personnel greatly affect the system recovery time. From now on, it is necessary to quickly restore the system by assigning appropriate troubleshooting staff.

[0003]

2. Description of the Related Art Conventionally, in order to quickly recover a system when a failure occurs, a configuration for managing a procedure for dealing with a failure occurring in the system is adopted. In this case, the system is quickly restored by reading the procedure for dealing with the problem and notifying the trouble-shooting personnel.

[0004] In this way, the trouble-shooting personnel can quickly recover the system by dealing with the trouble in accordance with a prescribed handling procedure prepared in advance.

[0005]

However, in the prior art, the point of deciding the person in charge of troubleshooting is left to the decision of the administrator, and the fact is that it is not mechanized.

[0006] From this, there is a problem that the recovery of the system is delayed unless the administrator properly determines the trouble-shooting personnel to be in charge. In other words, even if a configuration is adopted in which failures are dealt with in accordance with a prescribed handling procedure prepared in advance as in the prior art, the time until system recovery greatly differs depending on the skills of failure handling personnel. .

[0007] From now on, even if there is a trouble-shooting person who can quickly recover the system by having a high level of skill with respect to the fault that has occurred, another fault is being dealt with at the time when another fault is being handled. There has been a problem that a fault response is assigned to the response staff, which delays the recovery of the system.

The present invention has been made in view of the above circumstances, and realizes quick recovery of a system by executing a process of allocating trouble-shooting personnel to cope with a plurality of types of faults occurring in the system. The purpose of the present invention is to provide a new failure handling personnel assignment processing device.

[0009]

FIG. 1 shows the principle configuration of the present invention. In the figure, reference numeral 1 denotes a trouble-shooting personnel assignment processing device equipped with the present invention, which executes a process of assigning trouble-shooting personnel to deal with a plurality of types of failures occurring in the system, thereby quickly restoring the system. Is realized.

[0010] The failure handling personnel assignment processing device 1
Management means 10, first update means 11, second management means 12, second update means 13, and third management means 1
4, a third updating unit 15, a calculating unit 16, a determining unit 17, and a specifying unit 18.

The first management means 10 manages time information (average time, shortest time, etc.) required for troubleshooting by each troubleshooting staff for each type of failure, It manages whether the personnel training mode is set for the type of obstacle. The first updating unit 11 updates management data of the first managing unit 10.

The second management means 12 manages, for each trouble-shooting person, whether or not he / she is engaged in trouble-shooting, and when engaged, manages the identifiers of troubles being dealt with and reserved and assigned. At the same time, it manages the estimated time at which the trouble-shooting personnel will be available. The second updating means 13
The management data of the second management means 12 is updated.

The third management means 14 is a first management means 1
0 is prepared when managing the shortest time required for troubleshooting, as time information required for troubleshooting, and manages the average time of all troubleshooting personnel required for troubleshooting for each failure type. The third updating unit 15 updates the management data of the third managing unit 14.

The calculating means 16 uses the management data of the first managing means 10 to calculate the predicted recovery time of the fault assigned to the fault-handling personnel while including the fault assigned to the reservation, The predicted time at which the trouble-shooting staff becomes available is calculated and registered in the second management means 12. When a failure occurs, the deciding means 17 uses the management data of the first and second management means 10 and 11 to decide a failure handling person in charge of handling the failure.

The specifying means 18 is prepared when the third management means 14 is provided, and determines the minimum time managed by the first management means 10 and the average time managed by the third management means 14. By calculating the average value, the time required for troubleshooting by the troubleshooting staff required for the calculating process of the calculating unit 16 is specified.

In the trouble-shooting personnel assignment processing apparatus 1 of the present invention configured as described above, when a trouble occurs in the system,
The deciding means 17 first obtains, for example, the average time of each trouble-shooting person required to cope with the trouble by referring to the management data of the first managing means 10, and then obtains the second management data. By referring to the management data of the means 12, the estimated time at which each trouble-shooting staff member becomes available is obtained, and from the two obtained data and the current time, each trouble-shooting staff member is notified of the occurrence of the fault. Calculate the system recovery time when the action is assigned. Then, according to the result of the calculation, the troubleshooting person is assigned to the troubleshooting person who recovers the system at the earliest.

At this time, the determining means 17 does not assign a response to the occurred failure to the failure response person who restores the system at the earliest, but to the failure response person in the personnel training mode for the failure. On the other hand, there is a case where priority is assigned to dealing with the failure.

The determining means 17 does not assign a response to the failure that has occurred to the failure response person who restores the system at the earliest time. In addition, there is a case where the handling of the fault is preferentially assigned to the fault handling staff in the training mode for the fault.

The determining means 17 does not assign the handling of the occurred failure to the troubleshooting staff who restores the system at the earliest time. In some cases, priority is given to dealing with a fault that is not involved in the handling and assigned to the fault handling staff in the training mode for the fault that has occurred.

As described above, according to the failure handling personnel assignment processing device 1 of the present invention, when a failure occurs in the system,
It will be possible to mechanically assign trouble-shooting personnel who can quickly recover the system. In addition, this can be realized while taking into account the training of the personnel to deal with disabilities.

[0021]

DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, the present invention will be described in detail according to embodiments. FIG. 2 illustrates a system to which the present invention is applied.

The system shown in FIG.
1 and a terminal 22 are connected via a network 20. Further, the network 22 communicates with a fault management center 23 which manages fault management of network resources, and a fault handling person in accordance with instructions from the fault management center 23. By doing so, a configuration is provided that includes a failure management operation terminal 24 that executes network resource recovery processing.

FIG. 3 shows an embodiment of the fault management center 23. As shown in FIG.
Is a disability event recognition program 30 for recognizing disability events.
A failure handling estimating program 31 for estimating a failure handling procedure for the occurred failure, a handling personnel assignment program 32 for executing a staff assignment process for the occurred failure, and a troubleshooting for executing a handling process for the failure according to the failure handling procedure An execution program 33, a failure handling program 34 prepared as a function required for handling the failure, a failure handling completion prediction program 35 for predicting the completion time of the failure handling, and a failure handling status management for executing a failure handling status management process The system includes a program 36, a failure handling result management program 37 that executes management processing of failure handling results, and a failure handling procedure editing program 38 that executes editing processing of failure handling procedures.

Further, a detected failure analysis information file 40, a business skill information file 41, a failure handling procedure information file 42, a work status information file 43, a business setting information file 44, and a failure handling history information file 45 It has a file called.

FIG. 4 shows an embodiment of the file data of the detected failure analysis information file 40, and FIGS. 5 and 6 show an embodiment of the file data of the business skill information file 41, and FIG.
8 shows an embodiment of the file data of the troubleshooting procedure information file 42, FIGS. 9 and 10 show an embodiment of the file data of the work status information file 43, and FIG. 11 shows the file of the business setting information file 44. One example of data,
12 and 13 show an embodiment of the file data of the failure handling history information file 45.

Next, the file data of these files will be described. The detection failure analysis information file 40 is
As shown in FIG. 4A, a failure target classification code and a failure influence classification code of a detected failure notification code notified from the network 20 (hereinafter, a combination of these two codes may be referred to as a failure event code. ) To manage. For example, the detected failure notification code “0208” manages that the failure target classification code is “01” and the failure impact classification code is “02”.

Here, this failure target classification code indicates, for example, as shown in FIG. 4 (b), what the failure has occurred, such as "01" indicating that a failure has occurred in the exchange node. Things. In addition, the failure influence classification code indicates what is affected by the failure, for example, "01" affects the host center 21 as shown in FIG. 4C. Things. Therefore, the detection failure notification code is as shown in FIG.
As shown in FIG. 14A, it represents the event of the fault that has occurred, and as shown in FIG. 14B, it represents the cause of the fault.

On the other hand, as shown in FIGS. 5 and 6, the work skill information file 41 stores, for each trouble-shooting staff, the employee number of the trouble-shooting staff and the user ID of the trouble-shooting staff.
D (ID when using the fault management operation terminal 24), and a flag indicating which of the fault handling procedures indicated by A to Z the fault handling staff is set to the training mode, The number of failure handling processes executed by the troubleshooting staff in accordance with the troubleshooting procedure indicated by A to Z (further classified into A-01 and A-02), and the shortest processing time at that time And manage.

That is, the business skill information file 41
Manages the skill information of the trouble shooting process of each trouble shooting staff. Here, although omitted in FIG. 3, as shown in FIG. 15, employee numbers / names / educational codes /
An employee master file that manages the start date of engagement and the like is prepared.

On the other hand, the troubleshooting procedure information file 42
As shown in FIGS. 7 and 8, for each of the above-described troubleshooting procedures,
The code of the fault handling procedure, the fault event code of the fault to be handled using the fault handling procedure (= fault target classification code + fault impact classification code), and the fault handling performed by all the fault handling personnel according to the fault handling procedure The number of operations performed,
It manages the minimum time / maximum time / average time at that time and processing information including the number of steps of the troubleshooting procedure.

On the other hand, the work status information file 43 is shown in FIG.
As shown in FIG. 10 and FIG. 10, for each fault that has occurred, the serial number of the fault, the time at which the fault was recognized, the operator ID (user ID) of the fault coordinator who has dealt with the fault, and the countermeasure for the fault A flag indicating whether or not the error has been completed, the error handling procedure used to address the error, the time at which the error was started, the estimated completion time of the error, and the The number of completed in-procedures of the used fault-handling procedure, the serial number of the currently-handled fault that is managed when the fault is being handled, the number of waits for the fault that has been waited for after handling the fault, and Manage the serial number of the failure that has been waiting. Note that the estimated completion time is calculated in a form that includes a waiting failure, as described later.

From another viewpoint, the work status information file 43 indicates whether or not each trouble-shooting person is engaged in trouble-shooting, and when engaged, the trouble-shooting person is in the process of coping. Manages what the problem is, what the waiting troubles assigned to the trouble-shooting personnel are, and what time is available for the trouble-shooting personnel. ing.

On the other hand, the business setting information file 44 is
As shown in FIG. 1, the code and name of the business operation mode,
It manages the correspondence between the failure handling personnel assignment algorithm defined in the business operation mode.

For example, in a business operation mode called a personnel training priority mode 1 having a code “01”, a failure response is assigned to a training personnel (a failure handling person set in the training mode), and a code “02” is assigned. In the service operation mode of “Training priority mode 2”, the trouble-shooting personnel who have waited are removed, and if any of the remaining trouble-shooting personnel has completed the work, the training staff will be disabled. If the training personnel are working, regardless of whether they are training personnel or not, assign failure handling to the troubleshooting staff who finishes the work first.
It manages the allocation algorithm for each business operation mode.

On the other hand, the failure handling history information file 45 is
As shown in FIGS. 12 and 13, for each fault that has occurred, the serial number of the fault, the time at which the fault was recognized, and the coordinator ID (user ID) of the fault coordinator who has dealt with the fault
And the failure handling procedure used to deal with the failure, the time when the handling of the failure started, the time when the handling of the failure was completed, and the processing result for the failure handling procedure used to deal with the failure I do.

FIG. 16 shows an embodiment of a processing flow executed by the failure event recognition program 30, FIG. 17 shows an embodiment of a processing flow executed by the failure handling estimation program 31, and FIG. FIG. 19 and FIG. 20 show an example of a processing flow executed by the failure handling execution program 33, and FIG.
FIG. 22 shows an embodiment of a processing flow executed by the failure handling completion prediction program 35, and FIG. 22 shows an embodiment of a processing flow executed by the failure handling status management program 36.

Next, the present invention will be described in detail according to these processing flows. The troubleshooting procedure editing program 38 executes the editing process of the troubleshooting procedure registered in the troubleshooting procedure information file 42, but does not directly relate to the present invention, so that the processing flow is omitted.

When a failure occurs in the network resources of the network 20, the failure event recognition program 30 first receives a failure notification code from the network 20 in step 1 as shown in the processing flow of FIG. I do.

Subsequently, in step 2, it is determined from the received failure notification code whether or not the failure requires the acquisition of detailed information. Inquire and get.

Subsequently, in step 3, the received fault notification code and the obtained detailed information are notified to the fault handling estimation program 31, and the process is terminated. When the failure handling estimation program 31 receives the failure notification code and the detailed information from the failure event recognition program 30, first, as shown in the processing flow of FIG. From the information, it is determined whether or not the failure needs to be dealt with. For example, when maintenance of the relevant part is scheduled, or when a countermeasure process is already being performed for the same failure of the relevant part, it is determined that no countermeasure is necessary.

Subsequently, in step 2, it is checked whether or not it is determined that a response is necessary according to the determination process of step 1, and if it is determined that no response is required, the process is terminated and the response is terminated. When determined to be necessary,
Proceeding to step 3, by referring to the detected failure analysis information file 40, a failure event code (= failure target classification code + failure impact classification code) indicated by the failure notification code notified from the failure event recognition program 30 is searched. .

Subsequently, in step 4, the fault handling procedure used for handling the fault that has occurred is acquired by referring to the fault handling procedure information file 42 using the fault event code searched in step 3 as a search key.

Subsequently, in step 5, while notifying the troubleshooting procedure acquired in step 4, the troubleshooting staff allocation program 32 is requested to allocate troubleshooting staff, and the process is terminated.

Upon receipt of the request for assigning a trouble-shooting person from the trouble-shooting estimation program 31, the trouble-shooting personnel assignment program 32 firstly receives a request from the work skill information file 41 in step 1 as shown in the processing flow of FIG. Then, the actual information (the shortest processing time of the troubleshooting procedure) indicated by the troubleshooting procedure indicated by the notified troubleshooting procedure and the training flag of the troubleshooting staff indicated by the troubleshooting procedure are read out. The read information is developed in a work table.

For example, when the troubleshooting procedure notified from the troubleshooting estimation program 31 is “A-01”, the business skill information file 41 shown in FIGS.
Then, the shortest processing time of each trouble-shooting staff indicated by “A-01” and the training flag indicated by “A-01” are read out and expanded in the work table as shown in FIG.

Subsequently, in step 3, from the work status information file 43, it is determined whether or not each trouble-shooting worker is working on trouble-shooting, and if so, the estimated completion time (as described later). Is calculated in the form including the waiting faults), and the number of work waits assigned to the fault handling personnel is read out.
The read information is developed in a work table.

For example, if the file data of the work status information file 43 is as shown in FIG. 25, it is developed in a work table as shown in FIG.

Subsequently, in step 5, the business setting information file 44 is searched to obtain an allocation algorithm indicated by the set business operation mode (preset). With the expanded table data as a search target, a trouble-shooting staff member who performs trouble-shooting is specified in accordance with the obtained assignment algorithm.

For example, when the time priority mode 2 defined in the task setting information file 44 shown in FIG. 11 is set, the shortest processing time is added to the current time for the trouble shooting personnel who have completed the work. The time is obtained, and for the trouble-shooting personnel who have not completed the work, the time obtained by adding the shortest processing time to the expected completion time is obtained, and the trouble-shooting personnel indicated by the earliest time among those times is identified. Do. If the current time is “091940 (9:19:40)” in accordance with this allocation algorithm, an example of the table data of the work table shown in FIG. Personnel will be identified.

Further, when the mode is set to the personnel training priority mode 1 defined in the work setting information file 44 shown in FIG. 11, this is performed by specifying the troubleshooting staff for which the training flag is set. In the case of the example of the table data of the work table shown in FIG. 26, the troubleshooting staff having the user ID “USR010” is specified in accordance with the allocation algorithm. In addition, when there are two or more troubleshooting personnel with the training flag set,
From among them, the troubleshooting staff is specified in accordance with the prescribed algorithm.

When the mode is set to the time priority mode 1 defined in the task setting information file 44 shown in FIG. 11, the trouble-shooting personnel having the waiting work are removed, and the work is performed among the remaining trouble-shooting personnel. For the trouble shooting personnel who have completed the work, find the time obtained by adding the shortest processing time to the current time, and for the trouble shooting personnel who have not completed the work, find the time obtained by adding the shortest processing time to the expected completion time This is done by specifying the trouble-shooting personnel indicated by the earliest time among those times. For example, when the table data of the work table is as shown in FIG. 27 (unlike the work table of FIG. 26, the trouble-shooting personnel of “MNG005” is waiting for work), the current time is “091940 (9:19)
(Min. 40 seconds) ", the troubleshooting staff having the user ID of" USR002 "is specified.

In this way, when a failure occurs, the response staff assignment program 32 executes the processing of steps 1 to 6 of the processing flow of FIG. 18 so that the most appropriate failure response according to the business operation mode is performed. The personnel are specified, and the trouble-shooting personnel are instructed to deal with the trouble that has occurred. Then, in the following step 7, the failure handling execution program 33 is activated and the processing is terminated.

The failure handling execution program 33 is started from the handling staff assignment program 32 (starts when the handling of the troubleshooting staff is completed), and is started from the handling status management program 36 (described below). Will be started when the trouble-shooting personnel who have completed the above are waiting for work.

The failure handling execution program 33 is composed of a handling staff assignment program 32 / a failure handling status management program 36.
19, as shown in the processing flow of FIG. 19 and FIG. 20, first, in step 1, it is determined whether or not the processing has been started from the response staff assignment program 32, and the response staff assignment program 32 When it is determined that the work has not been started, that is, when it is determined that the work has been started from the failure handling state management program 36, the process proceeds to step 2, and the work completion is completed by referring to the work situation information file 43. Acquires the work serial number assigned to the failed troubleshooting staff member.

Then, in step 3, the acquired trouble waiting serial number is notified to the trouble-shooting personnel who has completed the work via the trouble-management operation terminal 24, and the trouble-shooting personnel are interacted with. The priority of the notified fault serial number is changed in accordance with.

Subsequently, in step 4, while taking into account the change in the priority of the fault serial numbers, the fault serial numbers are registered in “working faults” and the “work waiting faults” in the work status information file 43. Update the fault serial number. In other words, when there is no change in the priority of the fault serial number, the fault serial number registered at the top of the “work-waiting fault” is changed to
, And the priority of the remaining fault serial numbers registered in the “work waiting fault” is increased by one. Also, when there is a change in the priority of the fault serial number,
In accordance with the changed priority, the registration position of the fault serial number registered in the “problem being handled” and the “work-waiting fault” is changed.

On the other hand, when it is determined in step 1 that the system has been started from the response staff assignment program 32, the process proceeds to step 5 where the assigned failure handling staff is referred to by referring to the work status information file 43. Check whether it is being handled.

Subsequently, in step 6, a failure serial number is registered in the entry of the work status information file 43 according to the result of the confirmation in step 5. In other words, when the assigned trouble-shooting personnel is dealing with a failure, the serial number of the failure that has occurred is registered in the “work-waiting failure”, and when the trouble is not being dealt with, that is, when the failure is immediately dealt with,
Register the serial number of the fault that has occurred in "Trouble during handling".

When the processing of step 5 / step 6 is completed, subsequently, in step 7, the trouble-shooting personnel obtains a trouble-shooting procedure from the trouble-shooting procedure information file 42 that is used for dealing with the failure (failure being handled). Then, step 8
Then, the fault information of the fault to be handled is notified to the fault handling person who executes the fault handling.

Subsequently, at step 9 (the processing flow of FIG. 20), "1" is set to the variable i, and at step 10
Then, through the failure management operation terminal 24, the failure response procedure acquired by the failure response procedure acquired in step 7
Command menu. Subsequently, in step 11, the command execution result and the completion notification of the procedure i are received from the failure handling personnel via the failure management operation terminal 24.

Subsequently, in step 12, the information of the execution result received in step 11 is stored in the failure handling history information file 4
Then, in step 13, completion of the procedure i of the troubleshooting procedure acquired in step 7 is notified to the troubleshooting status management program 36.

Subsequently, in step 14, it is determined whether or not the variable i has reached the last procedure n of the troubleshooting procedure. If it is determined that the variable i has not reached, the process proceeds to step 15, where the variable After incrementing the value of i by 1 and returning to step 10, when judging that the arrival has been reached, proceed to step 16 and notify the failure handling status management program 36 / failure handling result management program 37 of the completion of handling the fault. To end the processing.

In this way, the troubleshooting execution program 33 executes the troubleshooting staff assignment program 32 according to the troubleshooting procedure read from the troubleshooting procedure information file 42.
By interacting with the trouble-shooting personnel assigned, the coping process for the trouble that has occurred is executed.

On the other hand, the failure handling completion prediction program 35
Is activated when the specified update cycle is reached. When the specified update cycle is reached, the failure handling completion prediction program 35
When it is determined that the update cycle of the predicted completion time managed by the management server reaches the update cycle, as shown in the process flow of FIG. Failure serial numbers that have not been completed,
Search for the information it points to.

Subsequently, in step 2, one unselected one is selected from the retrieved fault serial numbers.
When it is determined that all the selections have been completed, the process is terminated. On the other hand, when it is determined that all selections have not been completed, that is, when it is determined that an unselected failure serial number has been selected, the process proceeds to step 4, and the operation skill information file 41 is referred to. The shortest processing time of the in-progress fault / waiting fault assigned to the fault response staff indicated by the fault serial number is acquired.

Subsequently, in step S5, the average time of the faults being handled / waiting faults to be searched in step S4 is obtained by referring to the fault handling procedure information file 42. The shortest processing time acquired in step 4 is the result information of the troubleshooting staff, but does not always represent an accurate processing time because of the shortest processing time. On the other hand, the average time obtained in step 5 is the result information of all the troubleshooting staff.

In the following step 6, the average value of the shortest processing time obtained in step 4 and the average time obtained in step 5 is calculated for each fault during handling / waiting fault, so By calculating the time for each of the handling faults / waiting faults required for the fault handling and adding these to the current time, the expected completion time of the fault handling including the waiting fault of the fault handling staff is calculated, It is written in the work status information file 43. Here, if the business skill information file 41 manages the average time instead of the shortest processing time, the average time is added to the current time to include the waiting trouble of the trouble-shooting personnel. The predicted completion time of the failed failure is calculated.

Subsequently, in step 7, the status of the uncompleted fault is notified to the fault handling staff via the fault management operation terminal 24, including the expected completion time, and then the process proceeds to step 2. Go back.

In this way, the failure handling completion prediction program 35 updates the predicted completion time managed by the work status information file 43. On the other hand, as described above, the failure handling status management program 36 is activated when the completion notification of the procedure i of the troubleshooting procedure and the completion notification of all the procedures of the troubleshooting procedure are received from the failure handling execution program 33. Will be.

The failure handling status management program 36
When started from the failure handling execution program 33, FIG.
As shown in the processing flow of FIG.
Then, the file data of the work status information file 43 is updated according to the notification information from the failure handling execution program 33. That is, when the completion notification of the procedure i of the failure handling procedure is received from the failure handling execution program 33, the “number of completed procedures” in the work status information file 43 is updated, and the failure handling execution program 33 executes When receiving the completion notification, the work status information file 4
Update the “completion flag” of No. 3 to “completed”.

Subsequently, at step 2, it is checked whether or not the "predicted completion time" of the work status information file 43 exceeds the current time. If it is, the predicted completion time is corrected. This correction processing is performed by, for example, obtaining a time obtained by subtracting the procedure start time from the expected completion time, multiplying the time by a specified ratio, and adding the multiplied value to the procedure start time.

Subsequently, in step 3, when the completion notification of all of the troubleshooting procedures is received from the troubleshooting execution program 33, by referring to the work status information file 43, the troubleshooting staff member engaged in the troubleshooting is referred to. Check to see if a pending task has been assigned to
If a failure waiting for work has been assigned, the failure handling execution program 33 is started and the processing is terminated.

In this way, the failure management status management program 36 receives the completion notification of the procedure i of the failure management procedure and the completion notification of all the procedures of the failure management procedure from the failure management execution program 33, and Information file 4
Processing is performed so as to update the file data managed by No. 2.

On the other hand, the failure handling result management program 37
As described above, is started when the completion notification of all of the troubleshooting procedures is received from the troubleshooting program 33.

The failure handling result management program 37
When started from the failure handling execution program 33, FIG.
As shown in the processing flow of FIG.
Then, by referring to the business skill information file 41, the shortest processing time indicated by the trouble shooting personnel who has completed the trouble shooting and the trouble shooting procedure used by the trouble shooting staff is acquired.

Subsequently, in step 2, the procedure start time (obtained from the work status information file 43) and the procedure end time (when the completion notice of the failure handling is received from the failure handling execution program 33) By calculating a difference value with respect to (time), the processing time required for troubleshooting is calculated.

Subsequently, in step 3, the “number of executions” in the task skill information file 41 pointed to by the trouble-shooting personnel / problem-handling procedure for which trouble-handling has been completed is incremented by one, and the shortest processing time acquired in step 1 By comparing with the processing time calculated in step 2, it is checked whether or not it is necessary to update the "shortest processing time" of the business skill information file 41 indicated by the troubleshooting staff / problem troubleshooting procedure, and updated. When necessary, the shortest processing time is updated according to the processing time calculated in step 2.

Subsequently, in step 4, according to the processing time calculated in step 2, “number of times / minimum time /
"Maximum time / Average time" is updated. That is, the troubleshooting procedure information file 42 indicated by the troubleshooting procedure that has completed the processing.
Is incremented by one, and if the processing time calculated in step 2 is shorter than the minimum time, the "error handling procedure information file 42" indicated by the troubleshooting procedure that has completed the processing according to the processing time. When the processing time calculated in step 2 is longer than the maximum time, the “maximum time” of the troubleshooting procedure information file 42 indicated by the troubleshooting procedure that has been processed is updated according to the processing time. The "average time" of the troubleshooting procedure information file 42 indicated by the troubleshooting procedure that has been processed is updated according to the processing time.
When updating the minimum value or the maximum value, since the update is often caused by a specific troubleshooting person, the average time is not updated so as not to be pulled by the specific troubleshooting person. You may do so.

As described above, when the failure response result management program 37 receives the failure response completion notification from the failure response execution program 33, the business skill information file 41
In addition, processing is performed so as to update file data managed by the troubleshooting procedure information file 42.

The present invention has been described with reference to the illustrated embodiments.
The present invention is not limited to this. For example, in the embodiments, the present invention has been described according to the example of application to the network system, but the present invention can be applied to systems other than the network system as it is.

[0081]

As described above, according to the present invention,
When a failure occurs in a system, a trouble-shooting person who can quickly recover the system can be mechanically assigned. In addition, this can be realized while taking into account the training of the personnel to deal with disabilities.

[Brief description of the drawings]

FIG. 1 is a principle configuration diagram of the present invention.

FIG. 2 is an explanatory diagram of a system to which the present invention is applied.

FIG. 3 is an embodiment of a fault management center.

FIG. 4 is an example of a detection failure analysis information file.

FIG. 5 is an example of a business skill information file.

FIG. 6 is an example of a business skill information file.

FIG. 7 is an example of a failure handling procedure information file.

FIG. 8 is an example of a failure handling procedure information file.

FIG. 9 is an example of a work status procedure information file.

FIG. 10 is an example of a work status procedure information file.

FIG. 11 shows an example of a task setting procedure information file.

FIG. 12 is an example of a failure handling history information file.

FIG. 13 is an example of a failure handling history information file.

FIG. 14 is an explanatory diagram of a detection failure notification code.

FIG. 15 is an explanatory diagram of an employee master file.

FIG. 16 is a processing flow executed by a failure event recognition program.

FIG. 17 is a processing flow executed by a failure handling estimation program.

FIG. 18 is a processing flow executed by a response staff assignment program.

FIG. 19 is a processing flow executed by a failure handling execution program.

FIG. 20 is a processing flow executed by a failure handling execution program.

FIG. 21 is a processing flow executed by a failure handling completion prediction program.

FIG. 22 is a processing flow executed by a failure handling status management program.

FIG. 23 is a processing flow executed by a failure management result management program.

FIG. 24 is an explanatory diagram of a work table.

FIG. 25 is an explanatory diagram of a work status information file.

FIG. 26 is an explanatory diagram of a work table.

FIG. 27 is an explanatory diagram of a work table.

[Explanation of symbols]

 REFERENCE SIGNS LIST 1 failure handling personnel assignment processing device 10 first management means 11 first update means 12 second management means 13 second update means 14 third management means 15 third update means 16 calculation means 17 determination means 18 Specific means

Claims (8)

[Claims] An apparatus for allocating faults to a plurality of types of faults occurring in a system, wherein the fault information is assigned to a fault type. Using a first management unit that manages each failure, and a management data of the first management unit, a recovery estimated time of the failure assigned to the failure handling person is calculated while including the failure assigned to the reservation. By this means, a calculating means for calculating the estimated time when the trouble-shooting personnel will be vacant, whether or not each of the trouble-shooting personnel is engaged in trouble-shooting, and when engaged, during treatment and reservation allocation A second managing means for managing the identifier of the fault which has been performed, and managing the estimated free time calculated by the calculating means, and the first and second managing means when a fault occurs. Using the management data, further comprising: a determination means for determining the troubleshooting personnel responsible for dealing with the failure, troubleshooting personnel allocation processing apparatus characterized. 2. The failure handling personnel assignment processing device according to claim 1, wherein the determining means determines a failure handling personnel who realizes recovery of the occurred failure as soon as possible as a failure handling personnel in charge of handling the failure. This is a failure handling personnel assignment processing device. 3. A failure handling personnel assignment processing device for executing failure handling personnel assignment processing for dealing with a plurality of types of failures occurring in a system, wherein time information required for each failure handling staff to deal with a failure is represented by a failure type. A first management means for managing each failure handling personnel and for which failure type the personnel training mode is set for each failure handling personnel, and using management data of the first management means. Calculating means for calculating a predicted recovery time of the fault response personnel assigned to the fault response personnel while calculating the predicted recovery time of the failure allocated to the fault response personnel, including a fault allocated to the reservation, and In each case, whether or not the user is engaged in troubleshooting is managed, and when engaged, the identifiers of the faults being handled and reserved are managed. A second management unit that manages the estimated free time calculated by the calculation unit; and a failure handling unit that takes charge of handling the failure by using the management data of the first and second management units when a failure occurs. A failure handling personnel assignment processing device comprising: determining means for determining personnel. 4. The failure handling personnel assignment processing device according to claim 3, wherein the determining means determines a failure handling personnel who can quickly recover the occurred failure as a failure handling personnel responsible for handling the failure. A failure handling personnel assignment processing device characterized by having a decision mode. 5. The failure handling personnel assignment processing device according to claim 3, wherein the determining means assigns priority to the failure handling personnel in the personnel training mode for the occurred failure and assigns the failure handling personnel responsible for handling the failure. A failure handling personnel assignment processing device characterized by having a decision mode for determining. 6. The trouble-shooting personnel assignment processing device according to claim 3, wherein the determining means is a trouble-shooting personnel who is not engaged in trouble-shooting, and the trouble-shooting personnel is in a personnel training mode for the occurred trouble. And a determination mode for determining a failure handling person in charge of handling the failure while prioritizing the failure handling. 7. The failure handling personnel assignment processing device according to claim 3, wherein the determining means is a failure handling personnel who does not have a reserved fault and is not engaged in troubleshooting. A failure handling personnel assignment processing device, characterized by having a determination mode for determining a failure handling personnel in charge of handling the failure while giving priority to the failure handling personnel in the personnel training mode for the occurred failure. 8. The trouble-shooting personnel assignment processing device according to claim 1, wherein the first management means includes:
A third management unit that manages the shortest time required for troubleshooting and manages the average time of all the troubleshooting personnel required for troubleshooting for each type of failure, and a first management unit. By calculating the average value of the shortest time and the average time managed by the third management means,
A failure handling personnel assignment processing device, characterized by comprising: a specifying means for specifying a time required for troubleshooting by a troubleshooting staff required for calculation processing by a calculating means.