JPH11238022A - Service fault information management method/system and storage medium stored with service fault information management program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To reduce a load imposed on a service provider and to efficiently accumulate/manage service fault information obtained from the service fault management node of the service provider. SOLUTION: In the method, a service fault management alternate server which collectively manages service fault information of service providers and supplies service fault information to a user terminal instead of a service provider is provided. The service fault management alternate server obtains (S1) service fault information from the service fault management nodes of the respective service providers and preferentially accumulates/manages service fault information corresponding to the events such as access frequency from a user terminal and the significance of a fault (S2).

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a service failure information management method and system, and a storage medium storing a service failure information management program, and more particularly to a service provider that efficiently provides service failure information provided to a user. And a storage medium storing a service failure information management program.

[0002]

2. Description of the Related Art In this kind of technology that has been realized,
In response to a service failure, a user using the service makes an inquiry to a providing service provider, and the service provider responds to the inquiry.

[0003]

However, in the above-mentioned conventional method, a large number of users using the service make inquiries simultaneously to the service provider on the providing side, and even if the contents are the same, the service providers are individually informed. There is a problem that it is necessary to respond to inquiries.

[0004] In addition, there is a problem that communication network resources on an intermediate route are squeezed by an inquiry from a user having the same contents. The present invention has been made in view of the above points, and has a service failure capable of reducing a load applied to a service provider and efficiently storing and managing service failure information acquired from a service failure management node of the service provider. It is an object of the present invention to provide a storage medium storing an information management method and system and a service failure information management program.

[0005]

FIG. 1 is a diagram for explaining the principle of the present invention. The present invention (claim 1) provides a service failure for managing service failure information provided to users in an environment where a plurality of service providers provide multimedia services to an unspecified number of users. In the information management method,
A service failure management proxy server for collectively managing service failure information of service providers and providing service failure information to user terminals on behalf of the service provider is provided. The service failure management proxy server is a service failure management node of each service provider. The service failure information is acquired from the terminal (step 1), and the service failure information is stored and managed preferentially according to events such as the access frequency from the user terminal and the importance of the failure (step 2).

According to the present invention (claim 2), when the service failure management proxy server receives the inquiry about the service failure information from the user terminal, it is determined whether the service failure information corresponding to the inquiry about the service failure information exists in the storage means. It is determined, and if it exists, the service failure management node corresponding to the service failure is queried as to whether the service has been restored, and the response from the service failure management node is reflected in the storage means. If the service failure information corresponding to the inquiry is not present in the storage means, the service failure management node corresponding to the service failure is accessed, the service failure information is acquired, and the service failure information is reflected in the storage means. The service failure information stored in the server is returned to the user terminal.

According to the present invention (claim 3), when the capacity of the storage means for storing the service failure information exceeds the capacity, new service failure information is acquired from the service failure management node and stored in the storage means. Refer to the access information, identify the service failure information with the oldest access time, compare the importance of the identified service failure information, and determine the less important one from the service failure information in the storage means. Then, new service failure information is inserted, the one with the lower importance of the failure is deleted from the access information of the storage means, and new data is inserted.

FIG. 2 is a diagram showing the principle of the present invention. According to the present invention (claim 4), in an environment in which a plurality of service providers 170 provide multimedia services to an unspecified number of users, each service provider 170 communicates with a service failure management node 120 that manages a service failure. While receiving the service provided by the service provider 170 via the network 130,
A user terminal 140 that obtains service failure information provided by the service failure management node 120.
And a service failure management proxy server 150 that collectively manages the service failure information of the user terminal 140 and provides the service failure to the user terminal 140 on behalf of each service provider 170.

According to the present invention (claim 5), in the service failure management proxy server 150, inquiry acquisition means for acquiring an inquiry about service failure information from the user terminal 140, and service failure information from the service failure management node of each service provider. Service failure information acquisition means for acquiring, service failure information storage means for accumulating service failure information acquired by the service failure information acquisition means, access frequency from the user terminal 140, and events such as importance of failure, Service failure information providing means for acquiring service failure information from the service failure information storage means and providing the service failure information to the user terminal 140.

According to the present invention (claim 6), in the service failure information providing means, when the inquiry acquisition means receives the inquiry about the service failure information, the service failure information corresponding to the inquiry exists in the service failure information storage means. The service failure management node 120 determines whether the service has been restored and, if so, inquires of the service failure management node 120 corresponding to the service failure whether the service has been restored. On the other hand, if the service failure information corresponding to the inquiry about the service failure information does not exist in the service failure information storage means, the service failure management node 120 corresponding to the service failure is accessed, and the service failure information is accessed. Is acquired and reflected in the service failure information storage means. Comprising means for returning to the user terminal 140 a service failure information stored in-bis failure information storage unit.

According to the present invention (claim 7), when the service failure information storage means for storing the service failure information has exceeded the capacity, new service failure information is acquired from the service failure management node 120, and the service failure information is acquired. Refer to the access information stored in the information storage means, identify the service failure information that the last accessed time is the oldest, compare the importance of the identified service failure information,
The less important one is deleted from the service failure information of the storage means, new service failure information is inserted, and the less important one is deleted from the access information of the service failure storage means, and the new data is deleted. Including means for insertion.

According to the present invention (claim 8), in an environment where a plurality of service providers provide multimedia services to an unspecified number of users, each service provider communicates with a service failure management node that manages a service failure. A service failure management system including a user terminal that receives a service provided by a service provider via a network and obtains service failure information provided by the service failure management node, collectively collects service failure information of the service provider. A storage medium storing a service failure management program installed in a service failure management proxy server that provides a service failure to a user terminal on behalf of the service provider, and obtains service failure information inquiry from the user terminal. Question to ask Service failure information acquisition process for acquiring service failure information from the service failure management node of each service provider, and service failure information acquisition according to events such as the frequency of access from user terminals and the importance of failures. A service failure information providing process for acquiring service failure information from the service failure information storage means for storing the service failure information acquired in the process and providing the service failure information to the user terminal.

According to the present invention (claim 9), in the service failure information providing process, when an inquiry about service failure information is received in the inquiry acquisition process, the service failure information corresponding to the inquiry is stored in the service failure information storage means. The service failure management node corresponding to the service failure is inquired as to whether or not the service has been restored, and a response from the service failure management node is reflected in the service failure information storage means. On the other hand, if the service failure information corresponding to the inquiry about the service failure information does not exist in the service failure information storage means, the service failure management node corresponding to the service failure is accessed to acquire the service failure information. The service failure information is stored in the service failure information storage means. It includes a process for returning the service failure information stored in the information storage unit in the user terminal.

According to the present invention (claim 10), when the service failure information storage means for storing the service failure information has exceeded the capacity, new service failure information is acquired from the service failure management node, and the service failure information is acquired. With reference to the access information stored in the storage unit, the service failure information having the oldest access time is specified, the importance of the identified service failure information is compared, and the lower importance is determined. The method includes a process of deleting from the service failure information of the storage means, inserting new service failure information, deleting a less important failure from the access information of the storage means, and inserting new data.

As described above, according to the present invention, by installing a service failure management proxy server for providing service failure information to a user terminal on behalf of a service provider, the service failure information acquired from the service failure management node of the service provider is provided. Is stored and managed by the service failure proxy server. In this way, the service failure management proxy server, which provides service failure information according to the user's request on behalf of the service provider, converts the service failure information of the service provider according to events such as the access frequency from the user and the importance of the failure. Therefore, the load on the service provider can be reduced for efficient storage and management.

Further, even when the capacity of the storage means for storing the acquired service failure information exceeds the capacity, the oldest and least important information can be deleted and new information can be stored.

[0017]

FIG. 3 shows a configuration of a service failure information management system to which the present invention is applied. The system shown in FIG. 1 includes a service server 110, a service failure management node 120, a communication network 130, and a user terminal 14.
0, a service failure management proxy server 150, and a service failure information database 160.

The service server 11 of the service provider
0 provides a service to the user terminal 140 via the communication network 130. Service failure management node 12
0 manages the failure information of the service provided by the service server 110. The communication network 130 connects the service server 110, the service failure management node 120, the user terminal 140, and the service failure management proxy server 150 to each other.

The user terminal 150 uses the service provided by the service server 110 by the user, communicates with the service failure management proxy server 150 which is geographically close, and makes an inquiry about service failure information. The service failure management proxy server 150 accesses the service failure management node 120 of the service provider to acquire and manage service failure information.

The service failure information database 160 includes:
It is connected to the service failure management proxy server 150, and stores the service failure information acquired by the service failure management proxy server 150. In the example of FIG. 2, two service servers 110 and two service failure management nodes 120 are provided.
, Five user terminals 140, two service failure management proxy servers 150, and two service failure information databases 160. However, the present invention is not limited to this example. You may comprise so that it may be connected.

In the above configuration, the service failure management proxy server 150 acquires service failure information from the service failure management node 120 of each service provider, and responds to events such as the access frequency from the user terminal 140 and the importance of the failure. The service failure information is stored and managed with priority, and is provided to the user terminal 140. FIG. 4 is a diagram for explaining the operation of the service failure management proxy server of the present invention.

Step 101) The service failure management proxy server 150 waits for a request for service failure information from the user terminal 140. Step 102) Receive a request for desired service failure information from the user terminal 140. Step 103) The service failure information requested from the user terminal 140 is stored in the service failure information database 160.
Is determined, and if it is stored, the process proceeds to step 104, and if it is not stored, the process proceeds to step 105.

Step 104) If the service failure information database 160 has information corresponding to the request,
The service failure management node 120 is inquired only about whether or not the service has been restored. Step 105) The service failure information database 1 determines whether or not there is a return from the service failure management node 120.
Then, the process proceeds to step 108.

Step 106) If there is no requested service failure information in the service failure information database 160, the corresponding service failure management node 120 is accessed. Step 107) The service failure information is acquired from the accessed service failure management node 120 and reflected in the service failure information database 160.

Step 108) The corresponding service failure information stored in the service failure information database 160 is returned to the user terminal 140. At this time, in step 105, when only the presence / absence of recovery is obtained from the service failure management node 120, if the recovery has been made, the user terminal 140 is notified that the failure in response to the inquiry has been recovered, and the recovery is performed. If not, the service failure information is notified. Step 10
If the service failure information is acquired from the service failure management node 120 in step 7, the service failure information is notified to the user terminal 140. If the service failure information is not acquired, it is notified that there is no service failure information. .

[0026]

Embodiments of the present invention will be described below with reference to the drawings. FIG. 5 shows an example of service failure information managed by the service failure management node of the service provider according to one embodiment of the present invention. As shown in the figure, the service failure information of the service provider is stored in the service failure management proxy server 15.
0, the service failure information is managed in a common format as in the example of FIG.
The management items of the service failure information shown in the figure include failure importance, failure date, service provider name, service I
D, progress status of troubleshooting.

FIG. 6 shows an example of the operation at the time of querying service failure information when a service failure occurs in one embodiment of the present invention. In the figure, the numbers in the circles correspond to the numbers in the following description. The example shown in the figure is processing when a plurality of users make inquiries about a certain service failure. A, B, and C in FIG.
Each is a failure inquiry transmitted from the user terminal 140. The operation in FIG. 6 is described on the assumption that when the service failure management proxy server 150 receives the failure inquiry, the service failure information corresponding to the failure inquiry from the user is stored in the service failure information database 160.

Failure inquiry @ Service failure management proxy server 150 receives from user terminal 140. The service failure management proxy server 150 checks whether information corresponding to the failure inquiry is stored in the service failure information database 160. In this example, since the service failure information corresponding to the service failure inquiry is stored, the service failure information is passed to the service failure management proxy server 150.

Further, the service failure management proxy server 150 inquires of the service failure management node 120 whether or not the service failure corresponding to the service failure information has been recovered. The service information management proxy server 150 acquires information such as “under treatment” and “completion completed” from the service failure management node 120.

The service information management proxy server 150
Returns the information acquired from the service failure information database 160 and the information acquired from the service failure management node 120 to the respective user terminals 140. As in the above example, the service failure management proxy server 150
Is provided, since no direct inquiry from each user to the service provider occurs, the load applied to the service provider can be reduced.

Next, it is assumed that when a certain popular service is provided in Amelia and cannot be provided due to a failure of the service server, inquiries about it from Japanese users are flooded. FIG. 7 shows an example when there is no service failure management proxy server according to one embodiment of the present invention, and FIG. 8 shows an example when there is a service failure management proxy server according to one embodiment of the present invention.

Here, the communication networks 130 shown in FIGS. 7 and 8 are communication networks in Japan and the United States, respectively, and are connected by lines. In FIG. 7, since the service failure management proxy server 120 does not exist, the service in which the failure has occurred is provided directly from the user terminal 140, but the service failure management node 120 of the service provider is accessed. In this case, traffic corresponding to the required amount is generated in the line connecting the US communication network 130 and the US and Japan. On the other hand, FIG.
As described above, when the service failure management proxy server 120 is installed in Japan, once the service failure information is acquired from the United States, the traffic generated by the subsequent inquiry from Japan is only domestic. However, as shown in the algorithm of FIG. 4, although traffic occurs due to the exchange on the US side only asking whether or not the service has been restored, it is considered to be relatively small and negligible. By accessing the service failure management proxy server 150 which is geographically close in this way, communication traffic on the remote side can be reduced.

Next, a method for efficiently managing the service failure information in the service failure information database 160 according to the access frequency and the importance of the failure will be described. Failure information with high access frequency (recently accessed) and high importance of failure is considered to have higher user needs. By storing these in the service failure information database 160 preferentially, failure information according to the needs is obtained. Information can be efficiently managed.

FIG. 9 shows a data management method when the service failure information database of the service failure management proxy server according to one embodiment of the present invention has exceeded the capacity. When the service failure management proxy server 150 acquires new service failure information from the service failure management node of the service provider DDD in accordance with a request from the user, the service failure management proxy server 150 accesses the access information table managed in the service failure information database. The access information table manages data of the time of last access to the failure information, whereby the failure information managed in the service failure information database 160 can be used to identify the one with the oldest access time. Can be. If there is only one piece of failure information with the oldest access time, it may be replaced with new data and new data may be added to the access information table. The case is shown.

When a plurality of pieces of service failure information having the oldest access time are specified, the service failure information table managed by the service failure information database 160 is searched, and failure importance, which is one attribute of the service failure information, is compared. I do. The failure information with the lowest failure importance is deleted from the service failure information table and replaced with a new one. Next, data corresponding to the failure information is deleted from the access information table, and data relating to the new failure information is newly inserted. As described above, the algorithm for accumulating and managing the failure information by focusing on the access frequency and the importance of the failure enables efficient service failure information database processing according to the user's request.

The algorithm shown in FIG. 4 is constructed as a program and stored in a disk device connected to a computer used as a service failure management proxy server, or in a portable storage medium such as a floppy disk or a CD-ROM. In addition, the present invention can be easily realized by installing the present invention when implementing the present invention. It should be noted that the present invention is not limited to the above-described embodiment, but can be variously modified and applied within the scope of the claims.

[0037]

As described above, according to the present invention, the service failure management proxy server can efficiently accumulate and manage the service failure information acquired from the service failure management node of the service provider, and further, the service provider side And the load on the resources of the communication network can be reduced.

[Brief description of the drawings]

FIG. 1 is a diagram for explaining the principle of the present invention.

FIG. 2 is a principle configuration diagram of the present invention.

FIG. 3 is a configuration diagram of a service failure information management system to which the present invention is applied.

FIG. 4 is a diagram for explaining the operation of the service failure management proxy server of the present invention.

FIG. 5 is an example of a service failure managed by a service failure management node of a service provider according to an embodiment of the present invention.

FIG. 6 is an example of an operation at the time of inquiring service failure information at the time of service failure according to an embodiment of the present invention.

FIG. 7 is an example in a case where there is no service failure management proxy server according to an embodiment of the present invention.

FIG. 8 is an example when there is a service failure management proxy server according to an embodiment of the present invention.

FIG. 9 is a diagram showing a data management method when the service failure information database of the service failure management proxy server according to one embodiment of the present invention has exceeded the capacity.

[Explanation of symbols]

 110 service server 120 service failure management node 130 communication network 140 user terminal 150 service failure management proxy server 160 service failure information database 170 service provider

Claims (10)

[Claims] In an environment in which a plurality of service providers provide multimedia services to an unspecified number of users, the service provider manages service failure information provided to users by a service failure information management method. A service failure management proxy server for collectively managing service failure information of service providers and providing the service failure information to user terminals on behalf of the service provider; A service failure information management method characterized by acquiring service failure information from a failure management node and storing and managing the service failure information preferentially according to events such as access frequency from a user terminal and the importance of a failure. 2. When the service failure management proxy server receives an inquiry about service failure information from the user terminal, the server determines whether service failure information corresponding to the inquiry about the service failure information exists in a storage unit. In this case, the service failure management node corresponding to the service failure is inquired as to whether or not the service has been restored, and a response from the service failure management node is reflected in the storage unit. If the corresponding service failure information does not exist in the storage unit, the service failure management node corresponding to the service failure is accessed, the service failure information is acquired, and the service failure information is reflected in the storage unit. 2. The service according to claim 1, wherein the stored service failure information is returned to the user terminal. Failure information management method. 3. When the storage means for storing the service failure information has exceeded the capacity, new service failure information is obtained from the service failure management node, and the access information stored in the storage means is obtained. The service failure information with the oldest access time is referred to, the importance of the identified service failure information is compared, and the less important one is deleted from the service failure information of the storage means. 2. The service failure information management method according to claim 1, wherein new service failure information is inserted, and the one with lower importance of the failure is deleted from the access information of said storage means, and new data is inserted. 4. In an environment where a plurality of service providers provide multimedia services to an unspecified number of users, a service failure management node that manages service failures at each service provider and a service provider via a communication network Receiving a service provided by the service failure management node, and a user terminal for acquiring service failure information provided by the service failure management node, wherein the service failure information of the service provider is collectively managed, and A service failure management proxy server for providing a service failure to said user terminal on behalf of said service provider. 5. A service failure management proxy server, comprising: an inquiry acquisition unit for acquiring an inquiry about service failure information from the user terminal; and a service failure information acquisition for acquiring service failure information from the service failure management node of each service provider. Means, service failure information storage means for accumulating the service failure information acquired by the service failure information acquisition means, access frequency from the user terminal, and the service failure information according to events such as importance of failure The service failure management system according to claim 4, further comprising: service failure information providing means for acquiring service failure information from a storage means and providing the service failure information to the user terminal. 6. The service failure information providing means, when the inquiry acquisition means receives an inquiry about service failure information, determines whether service failure information corresponding to the inquiry exists in the service failure information storage means. If the service failure management node exists, the service failure management node corresponding to the service failure is inquired about whether or not the service has been restored, and the response from the service failure management node is reflected in the service failure information storage means. If the service failure information corresponding to the inquiry about the service failure information does not exist in the service failure information storage unit, the service failure management node corresponding to the service failure is accessed, and the service failure information is acquired.
6. The service failure information management system according to claim 5, further comprising: means for reflecting the service failure information stored in the service failure information storage means to the user terminal and reflecting the service failure information in the service failure information storage means. 7. When the service failure information storage means for storing the service failure information has exceeded the capacity, new service failure information is acquired from the service failure management node and stored in the service failure information storage means. The service failure information with the oldest access time is specified by referring to the access information that has been accessed last, and the importance of the specified service failure information is compared. 6. The service according to claim 5, further comprising means for deleting new service fault information from the service fault information, inserting new service fault information, deleting the lower priority of the fault from the access information of the storage means, and inserting new data. Failure information management system. 8. In an environment in which a plurality of service providers provide multimedia services to an unspecified number of users, a service failure management node that manages service failures at each service provider and a service provider via a communication network. Collectively manages the service failure information of the service provider in a service failure management system having a user terminal that receives the service provided by the service failure management node and obtains the service failure information provided by the service failure management node. A storage medium storing a service failure management program installed in a service failure management proxy server that provides a service failure to the user terminal in place of the service failure management server, wherein an inquiry acquisition program for acquiring an inquiry about service failure information from the user terminal. A service failure information acquisition process for acquiring service failure information from a service failure management node of each service provider; and acquiring the service failure information according to an event such as an access frequency from the user terminal or a degree of importance of the failure. A storage medium storing a service failure management program having a service failure information providing process for acquiring service failure information from the service failure information storage means for storing the service failure information acquired in a process and providing the service failure information to the user terminal. 9. The service failure information providing process, when receiving an inquiry for service failure information in the inquiry acquisition process, determines whether service failure information corresponding to the inquiry exists in the service failure information storage unit. If it exists, the service failure management node corresponding to the service failure is inquired as to whether the service has been restored, and a response from the service failure management node is reflected in the service failure information storage means.
On the other hand, when the service failure information corresponding to the inquiry about the service failure information does not exist in the service failure information storage unit, the service failure management node corresponding to the service failure is accessed, and the service failure information is acquired. 9. A process for reflecting the service failure information stored in the service failure information storage unit to the user terminal by reflecting the service failure information in the service failure information storage unit.
A storage medium storing the described service failure information management program. 10. When the service failure information storage means for storing the service failure information has exceeded the capacity, new service failure information is acquired from the service failure management node and stored in the service failure information storage means. The service failure information with the oldest access time is specified by referring to the access information that has been accessed last, and the importance of the specified service failure information is compared. 9. The service according to claim 8, further comprising a process of deleting from the service failure information, inserting new service failure information, deleting a less important failure from the access information of the storage means, and inserting new data. A storage medium storing a failure information management program.