KR101310897B1 - System and method for managing customized service level agreement monitoring - Google Patents

Abstract

The customized SLA monitoring management system, which provides a customized monitoring service in connection with an external system, receives an external index order for a customer's line subscribed to the monitoring service in conjunction with the external system. The customized SLA monitoring management system updates the SLA management data by reflecting the customer's request included in the external indicator order in the SLA management data. The updated SLA management data is used to determine whether to monitor the external system, and integrated monitoring of the customer line and the external system is performed according to the determined result.

Description

Customized SLA monitoring management system and method {SYSTEM AND METHOD FOR MANAGING CUSTOMIZED SERVICE LEVEL AGREEMENT MONITORING}

The present invention relates to a customized SLA monitoring management system and method, and more particularly to a customized SLA monitoring management system and method in a public data network.

As the network environment changes, customer perception of service quality is actively changing, and the importance of customer-centered quality management for complaint resolution is increasing.

As the importance of customer-centered quality management increases, the conventional service level management system (SLA) manages quality control and monitoring of indicators based on the same quality control indicators and indicator values for all customers who have subscribed to the same service. To perform. In other words, customer-centered quality management is performed so that customers can select indicators that match their quality service usage patterns.

SLA operators make various efforts to prevent quality information on customers' SLA lines from violating SLA indicators promised by customers. However, the conventional SLA management system may violate the SLA quality indicators, or notify the operator of a line for which the SLA quality indicators have been violated, and then take action after the operator confirms the message. Each appears differently, which makes it difficult to process quickly.

Meanwhile, the conventional SLA management system collects SLA information related to a customer by interworking with systems between different models, and integrates and manages quality management for an SLA line. As such, when quality control is performed by interworking with different inter-systems, the quality control of the customer can be greatly influenced by the operator's line service work time or facility processing work time.

As such, monitoring functions are provided for each system that meets the characteristics of individual systems.However, there is no monitoring function that allows the operator to manage the overall situation of the customer line, including external systems, for the SLA customer line. There is a problem with customer data management.

The technical problem to be achieved by the present invention can provide a customized SLA monitoring service according to the customized indicators set by each customer as well as the SLA monitoring service commonly applied to all subscription customers.

In a system for providing a customized monitoring service in conjunction with an external system according to a feature of the present invention for achieving the above object,

Receiving an external indicator order for the line of the customer subscribed to the monitoring service in conjunction with the external system, and updates the SLA management data by reflecting the request of the customer included in the external indicator order to the SLA management data And a monitoring management unit configured to integrally monitor the external system associated with the customer's line using the line information management unit and the SLA management data updated by the line information management unit, wherein the monitoring management unit uses the SLA management data. The integrated monitoring is performed by mapping the monitoring items for the integrated monitoring.

In the method for providing a customized monitoring service in conjunction with an external system according to another feature of the present invention for achieving the above object,

Receiving an external indicator order for the line of the customer subscribed to the monitoring service in conjunction with the external system, updating the SLA management data by reflecting the request of the customer included in the external indicator order in the SLA management data Determining whether or not to monitor the external system using the updated SLA management data, and integrally monitoring the customer's circuit and the external system according to the determination.

According to an embodiment of the present invention, by providing a customized SLA monitoring service according to a customized indicator set by each customer, it is possible to improve customer satisfaction by providing a customer-centered quality assurance service away from the quality indicator unilaterally presented by the service provider. Can be.

In addition, according to an embodiment of the present invention, by providing a function to automatically distribute in consideration of the processing load rate and work processing time of the operator of the system operating in conjunction with the line of the customized SLA management system to improve work efficiency and service quality Can be improved.

In addition, according to an embodiment of the present invention, by providing an integrated monitoring method including the information of the external system to comply with the service level, the SLA quality management is performed efficiently by satisfying the operator's or customer's quality requirements and expectations at the same time can do.

1 is a view schematically showing a customized SLA monitoring management system according to an embodiment of the present invention.
2 is a diagram illustrating an example of SLA management data according to an embodiment of the present invention.
3 is a diagram illustrating an example of updating SLA management data according to an embodiment of the present invention.
4 is a diagram illustrating a procedure of performing preprocessing for integrated monitoring in the monitoring management unit of the customized SLA monitoring management system illustrated in FIG. 1.
5 and 6 illustrate a sequence of providing integrated monitoring according to an embodiment of the present invention.

Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings so that those skilled in the art can easily carry out the present invention. As those skilled in the art would realize, the described embodiments may be modified in various different ways, all without departing from the spirit or scope of the present invention. In the drawings, parts irrelevant to the description are omitted in order to clearly describe the present invention, and like reference numerals designate like parts throughout the specification.

Throughout the specification, when a part is said to "include" a certain component, it means that it can further include other components, without excluding other components unless specifically stated otherwise.

1 is a view schematically showing a customized SLA monitoring management system according to an embodiment of the present invention.

As shown in FIG. 1, the customized SLA monitoring management system 10 for providing a customized monitoring service according to an exemplary embodiment of the present invention provides a customized indicator for each customer for a quality level for each customer. Manage quality levels for selected custom indicators. And the customized SLA monitoring management system 10 may be an external system such as a circuit management system 21, a failure management system 22, a compensation management system 23, a facility management system 24, and a traffic collection management system 25. In conjunction with (20), collect and manage information related to the customer (hereinafter referred to as "SLA customer") subscribed to the customer-specific monitoring service. The customized SLA monitoring management system 10 uses the information collected from the external system 20 to monitor and prevent the violation of the SLA contract.

The customer-specific SLA monitoring management system 10 is a line information management unit 100, fault information management unit 200, traffic information management unit 300, compensation management unit 400, storage information management unit 500, statistical information management unit 600 ), The monitoring management unit 700, the external system quality collection unit 800 and the external system event collection / linking unit 900.

The line information management unit 100 operates in conjunction with the external system 20 and collectively manages all line information of the SLA customer using the SLA management data. Specifically, the line information management unit 100 updates the SLA management data by reflecting the line order of the SLA customer, for example, the request of the customer, which flows in and out of the line management system 21 of the external system 20. The circuit information manager 100 transmits the updated SLA management data to the monitoring manager 700 so that integrated monitoring is performed. And, the line information management unit 100 performs an indicator management function for the customized indicator of the customer when the customized indicator of the SLA customer is changed. Here, the customized indicator means the service quality target level agreed with the SLA customer, and the service quality is divided into the opening quality management, the failure quality management, and the communication quality management to define the quality level. Opening quality control is the management of time compliance from SLA customer's subscription date to the completion date of opening, and customized indicators indicate delayed opening. Fault quality control is to manage compliance from the time of receiving the fault to the time of completion of the fault handling, and the customized indicator means the fault handling delay. Communication quality control manages the network transmission level while SLA customers use the service in the network, and customized indicators include packet delay rate, packet loss rate, and availability rate.

The failure information management unit 200 receives and manages failure information of the SLA customer line from the failure management system 22.

The traffic information management unit 300 collects and manages SLA customer traffic information periodically from the traffic collection management system 25.

The compensation management unit 400 calculates and processes the next month's compensation fee according to the agreement information of the SLA contract as much as the violation value for the SLA contract violation line that violated the service quality.

The storage information management unit 500 transmits relevant information for providing the stored customized monitoring service when each component (100-400, 600-900) included in the customized SLA monitoring management system 10 requests. In addition, the storage information management unit 500 manages and stores the SLA management data.

The statistical information management unit 600 generates and provides statistical information on the customized SLA information collected in relation to the SLA customer from the external system 20. Here, the customized SLA information refers to all information generated in connection with the customized indicators set by the customer when subscribing to the customized monitoring service.

The monitoring management unit 700 not only monitors the line of the SLA customer to provide a customized monitoring service, but also monitors the external system 20 to perform integrated monitoring.

The external system quality collecting unit 800 periodically collects traffic information of the SLA customer network distributed and collected for each service in the external system 20 through the traffic collection management system 25.

The external system event collection / interlocking unit 900 stores SLA customer-related data with the line management system 21, the failure management system 22, the compensation management system 23, and the facility management system 24 of the external system 20. Receive information or collect data in conjunction.

2 is a diagram illustrating an example of SLA management data according to an embodiment of the present invention.

As shown in FIG. 2, SLA management data 1000 according to an embodiment of the present invention includes SLA line data 1100 and SLA monitoring data 1200.

The SLA line data 1100 includes an external system message identifier (ID), an external system message type, an external system name, line information, a receiving station, a node station, an internal key identifier (ID), an order type, a desired date (receipt date), Completion date (recovery date), customized SLA subscription information, customized indicator information and SLA customer information.

The SLA monitoring data 1200 includes a monitoring key identifier (ID), a monitoring indicator type, a monitoring threshold value, an indicator value, an external system monitoring setting flag, an external system monitoring target field information, group setting information, and other additional information. The monitoring key identifier according to the embodiment of the present invention serves to integrate monitoring items and related information as a key element having a link of monitoring related data between the customized SLA monitoring management system 10 and the external system 20. .

The SLA management data 1000 may be classified into an external index order 1300 including all order information and an internal index order 1400 from which only necessary data is extracted.

The external index order 1300 is an external system message identifier, external system message type, external system name, line information, receiving station, node station, internal key identifier, order type, desired date (receipt date), and completion date (recovery date). 1), customized SLA subscription information, customized indicator information, SLA customer information, monitoring key identifier, monitoring indicator type, monitoring threshold, indicator value, external system monitoring setting flag, external system monitoring target field information, group setting information and Include other additional information.

The internal index order 1400 is the internally necessary data of the external index order 1300, line information, receiving station, node station, internal key identifier, order type, desired date (receipt date), completion date (recovery date), customized SLA. Includes subscription information, customized indicator information, SLA customer information, monitoring key identifier, monitoring indicator type, monitoring threshold, indicator value, external system monitoring setting flag, external system monitoring target field information, group setting information and other additional information. .

3 is a diagram illustrating an example of updating SLA management data according to an embodiment of the present invention.

1 and 3, the line information management unit 100 of the customized SLA monitoring management system 10 according to an embodiment of the present invention may include a line management system 21 and a failure management system of the external system 20. Received through the external system event collection / linking unit 900, the external index order 1300, respectively, associated with the line and failure of the SLA customer, respectively (22) from (S200).

The circuit information manager 100 determines that the type is the same as the SLA management data 1000 previously stored in the storage information manager 500 in order to determine the data type of the external indicator order 1300 (S201). The line information manager 100 analyzes the external index order 1300, extracts only necessary parameters from the external index order 1300, and generates an internal index order 1400 (S202).

When the type of the line information is received in the internal indicator order 1400, the line information management unit 100 inputs the corresponding content to the SLA management data 1000 according to the processing rule of the line information and stores the content in the storage information management unit 500. (S203, S204). When the type of the line information in the internal indicator order 1400 is changed, the line information management unit 100 changes the corresponding content in the SLA management data 1000 according to the processing rule of the line information and stores it in the storage information management unit 500. (S205, S206). When the type of the line information of the internal indicator order 1400 is a deletion, the line information management unit 100 deletes the corresponding contents in the SLA management data 1000 and stores the content in the storage information management unit 500 (S207 and S208).

The line information manager 100 classifies and extracts monitoring data information from the external index order 1300 (S209). The circuit information manager 100 updates, adds, changes, or deletes monitoring data information to a corresponding table formed corresponding to the SLA management data 1000. The line information manager 100 transmits the updated SLA management data 1000 to the monitoring manager 700 to perform a management function (S210).

4 is a diagram illustrating a procedure of performing preprocessing for integrated monitoring in the monitoring management unit of the customized SLA monitoring management system illustrated in FIG. 1.

1 and 4, the monitoring management unit 700 of the customized SLA monitoring management system 10 according to an embodiment of the present invention receives the updated SLA management data 1000 from the line information management unit 100. Perform preprocessing for integrated monitoring.

First, the monitoring manager 700 determines whether the external system monitoring setting flag of the updated SLA management data 1000 is set (Y) (S300).

If the external system monitoring setting flag is set (Y) in step S300, the monitoring management unit 700 is based on the external system monitoring target field information of the SLA management data 1000 and the line management system 21 and the facility management system ( 24) collect external monitoring information such as reception time, completion time, average processing time of worker, scheduled work time, current load rate of worker, etc. and store them in a table related to external system monitoring target field information (S301). In the embodiment of the present invention, it is assumed that external monitoring information is extracted from the line management system 21 and the facility management system 24.

The monitoring manager 700 sets the mapping flag to set Y when the items of the external monitoring information and the items stored in the table match. Meanwhile, if the item of the external monitoring information and the item stored in the table do not match, the monitoring manager 700 sets the mapping flag to reset (N) (S302). The monitoring manager 700 detects the customized SLA subscription information of the updated SLA management data 1000 (S303).

The monitoring manager 700 determines whether the mapping flag is set to Y (S304).

If the mapping flag is not set to Y in step S304, the monitoring management unit 700 does not match the items for the external monitoring information and the customized SLA monitoring service, which means that the integrated management is not performed automatically. The mapping between the items is performed for integrated monitoring of the monitoring information and the items for the SLA monitoring service (S305). The monitoring manager 700 classifies the group for monitoring based on the group setting information of the SLA management data 1000. The monitoring management unit 700 stores the data characteristics of the classified group and ends the order processing (S306). In this case, the group setting may be added / modified / deleted according to the order type. The group setting manages the group information that the operator wants to set through the order, and the group largely includes the SLA customer line, the customized SLA monitoring management system 10 and the external system 20, and the SLA customer line and the customer. According to the linkage combination between the customized SLA monitoring management system 10 and the external system 20 can be subdivided into predetermined groups.

When the mapping flag is set to Y in step S304, the monitoring management unit 700 maps the external monitoring information between the line management system 21 and the facility management system 24 and the items for the customized SLA monitoring service, respectively. This means that there is no need to add or change monitoring items, so we terminate the order processing.

On the other hand, if the external system monitoring setting flag is not set (Y) in step S300, the monitoring management unit 700 performs the same process after step S303.

5 and 6 illustrate a sequence of providing integrated monitoring according to an embodiment of the present invention.

5 and 6, the customized SLA monitoring management system 10 according to an embodiment of the present invention periodically performs a cycle set by an operator stored in the storage information management unit 500 to provide a customized monitoring service. Is driven. The monitoring management unit 700 of the customized SLA monitoring management system 10 detects all related SLA management data 1000 for the line of the current SLA customer from the storage information management unit 500 (S400). The monitoring manager 700 checks the monitoring notification information such as the presence or absence of the monitoring notification of the current line, the monitoring notification cycle, and the latest notification time to the operator or the SLA customer based on the SLA management data 1000 (S401). In this case, the monitoring notification period means a time for periodically notifying the operator or the SLA customer of the SLA management data 1000. For example, the operator or the SLA customer receives the SLA monitoring message generated once according to the processing of the monitoring in one hour. If you want, you can set the message notification interval to 60 minutes. The SLA monitoring message according to the embodiment of the present invention includes a general alert message, an emergency alert message and a violation message. These SLA monitoring messages include the contents of the SLA management data 1000, such as message identifiers, customer-specific SLA indicator values, SLA quality values, worker names, recipient stations, line numbers, scheduled work hours, worker load rates, contract violations, customer information, and so on. This may be included in whole or in part.

The monitoring management unit 700 deducts the time that the SLA monitoring message has not been notified to the operator or the SLA customer, or the SLA monitoring message has been notified to the operator, but the SLA management data 1000 has been notified to the operator from the current time of the system. If one value is larger than the monitoring notification period, the group setting information is checked because it is a monitoring processing target to be notified to the operator (S402, S403).

The monitoring management unit 700 determines whether or not the user subscribes to the customized monitoring service based on the customized SLA subscription information of the SLA management data 1000. The monitoring management unit 700 determines whether to monitor only the customized SLA monitoring management system 10 or the integrated monitoring including the external system 20 according to the group setting information (S404).

As a result of the determination in step S404, when monitoring only the customized SLA monitoring management system 10, the monitoring management unit 700 determines whether the line of the SLA customer subscribed to the customized monitoring service (S405). In the case of the line of the SLA customer subscribed to the customized monitoring service, the monitoring management unit 700 detects the customized indicator information in the storage information management unit 500 (S406). If the line is not the line of the SLA customer subscribed to the customer-specific monitoring service, the monitoring management unit 700 detects the information defined in common among the SLA management data 1000, for example common indicator information, because the line of the service-oriented subscriber. (S407). In other words, the SLA customer's circuits subscribed to the customized monitoring service have different indicators for each customer, and the indicators of the customer circuits of the service-oriented circuits are set the same.

The monitoring management unit 700 determines whether the collected SLA quality value (hereinafter referred to as "SLA quality value") has exceeded a threshold value (S408). Here, the threshold value is a value used as a reference for monitoring the customized indicator information or the common indicator information and may have a different value according to the user's setting. If the SLA quality value does not exceed the threshold, the monitoring management unit 700 returns to step S400 because no alarm has occurred. When the SLA quality value exceeds the threshold value, the monitoring management unit 700 determines whether the SLA quality value is larger than the threshold value and smaller than the corresponding indicator information-N (S409). Here, the indicator information refers to the customized indicator information or the common indicator information set by the SLA contract. In this case, N may be set to any index value, the range of N is limited to the value between the threshold value and the corresponding indicator information.

If the SLA quality value is a value between the threshold and (the indicator information-N) in step S409, the monitoring management unit 700 generates a general alarm message and delivers it to the corresponding customer (S410). The monitoring management unit 700 additionally generates a message including service progress and worker-specific processing step information through external interworking for each system (S411). Then, the monitoring management unit 700 analyzes the pattern information of the alarm and violation data (S412). The monitoring management unit 700 performs an operator classification operation for an operator to receive a message based on information on a specific region or a specific line where a lot of alarm and violation data are generated (S413). At this time, the operator classification operation is performed to notify only the necessary message to the operator corresponding to the region and the task. The monitoring management unit 700 notifies the operator or the SLA customer of the integrated monitoring message in real time (S414).

In step S409, if the SLA quality value is not a value between the threshold value and the corresponding indicator information-N, the monitoring management unit 700 determines that the SLA quality value is a value between the corresponding indicator information-N and the corresponding indicator information. It is determined whether the SLA quality value exceeds the corresponding indicator information (S415).

If the SLA quality value is between (the indicator information-N) and the corresponding indicator information, or if the SLA quality value does not exceed the indicator information, the monitoring management unit 700 may customize the SLA monitoring management system 10 and the external device. Since the monitoring type of the system 20 does not match, an error message is generated, stored, and terminated (S416). When the SLA quality value is a value between (the corresponding indicator information-N) and the corresponding indicator information, or when the SLA quality value exceeds the corresponding indicator information, the monitoring management unit 700 determines the line management system 21 of the external system 20. And analyze the load and scheduled work time of the receptionist of the facility management system 24. The monitoring management unit 700 detects a load indicator value of the worker in the line management system 21 and the facility management system 24 based on the SLA management data 1000 (S417).

The monitoring management unit 700 determines whether the load value of the reception worker exceeds the load indicator value (S418).

When the load value of the receptionist worker in step S418 exceeds the load indicator value, the monitoring management unit 700 is the line assigned to the worker is likely to be violated, so the work management line in the line management system 21 or facility management system 24 This automatic distribution process. At this time, the automatic distribution of the work line is to increase the work efficiency by assigning a line to a worker with a low load factor of the worker, for this purpose, the line management system 21 or facility management system 24 changes the worker (S419). And the monitoring management unit 700 performs after step S420.

If the load value of the receptionist worker does not exceed the load indicator value in step S418, the monitoring management unit 700 generates an emergency alert message or a violation message for each group (S420). And the monitoring management unit 700 performs after step S411.

As a result of the determination in step S404, the monitoring management unit 700 monitors whether the line management system 21 and the facility management system 24 of the external system 20 are to be monitored unless the customer-specific SLA monitoring management system 10 is monitored only. It is determined whether (S421). If the line management system 21 and the facility management system 24 are not the monitoring target type, the monitoring target type is not correct, and the monitoring management unit 700 generates an error message, stores and ends the step S416. If the line management system 21 and the facility management system 24 are to be monitored, the monitoring management unit 700 includes information of the line management system 21 and the facility management system 24 based on the SLA management data 1000. Data for each monitoring group is detected (S422). The monitoring management unit 700 starts the reception worker and the reception time monitoring based on the monitoring group-specific data (S423). The monitoring manager 700 performs a process after step S408.

The embodiments of the present invention described above are not implemented only by the apparatus and method, but may be implemented through a program for realizing the function corresponding to the configuration of the embodiment of the present invention or a recording medium on which the program is recorded.

While the present invention has been particularly shown and described with reference to exemplary embodiments thereof, it is to be understood that the invention is not limited to the disclosed exemplary embodiments, It belongs to the scope of right.

Claims (14)

In a system that provides a customized monitoring service in conjunction with an external system,
Receiving an external indicator order for the line of the customer subscribed to the monitoring service in conjunction with the external system, and updates the SLA management data by reflecting the request of the customer included in the external indicator order to the SLA management data Line information management unit, and
And a monitoring management unit which integrally monitors the external system associated with the circuit of the customer using the SLA management data updated by the line information management unit.
The monitoring management unit,
Customized SLA monitoring management system for performing the integrated monitoring by mapping the monitoring items for the integrated monitoring using the SLA management data. The method of claim 1,
The line information management unit,
And extracting monitoring data information from the external index order and reflecting the contents corresponding to the monitoring data information to a corresponding table formed corresponding to the SLA management data. The method of claim 2,
The SLA management data includes a customized SLA subscription information, customized indicator information, external system monitoring setting flag, monitoring key identifier and group setting information. The method of claim 3,
The monitoring management unit,
And a customized SLA monitoring management system for collecting external monitoring information from the external system according to a setting value of the external system monitoring setting flag. 5. The method of claim 4,
The external monitoring information customized SLA monitoring management system including at least one of the reception time, completion time, the average processing time of the worker, the scheduled work time and the current load rate of the worker. The method of claim 5,
The monitoring management unit,
And a mapping flag by determining whether an item of the external monitoring information matches an item stored in the corresponding table, and mapping between items according to the setting value of the mapping flag. The method of claim 3,
The monitoring management unit,
A customized SLA monitoring management system for determining whether to monitor the external system according to the group setting information. In a method of providing a customized monitoring service in conjunction with an external system,
Receiving an external indicator order for a line of a customer subscribed to the monitoring service in association with the external system;
Updating the SLA management data by reflecting the request of the customer included in the external indicator order in the SLA management data;
Determining whether to monitor the external system using the updated SLA management data, and
And integrating monitoring of said customer's circuit with said external system in accordance with said determination. 9. The method of claim 8,
Updating the SLA management data,
Extracting monitoring data information from the external indicator order; and
And reflecting the contents corresponding to the monitoring data information in a corresponding table formed corresponding to the SLA management data. 10. The method of claim 9,
The SLA management data includes a customized SLA subscription information, customized indicator information, external system monitoring setting flag, monitoring key identifier and group setting information, the customized SLA monitoring management method. The method of claim 10,
Determining whether or not the
Collecting external monitoring information from the external system according to a setting value of the external system monitoring setting flag;
Determining whether an item of the external monitoring information matches an item stored in the corresponding table and setting a mapping flag; and
And performing mapping between items according to the setting value of the mapping flag. 12. The method of claim 11,
The external monitoring information is a customized SLA monitoring management method comprising at least one of the reception time, completion time, the average processing time of the worker, the scheduled work time and the current load rate of the worker. 12. The method of claim 11,
Determining whether or not the
And determining whether to monitor the external system according to the group setting information. The method of claim 10,
The integrated monitoring step,
Determining whether the line is a line of a customer subscribed to the customized monitoring service using the customized SLA subscription information, and
In the case of a line of a customer subscribed to the customer-customized monitoring service, determining whether the customer line is normal or not according to whether the customer-specific indicator information exceeds a predetermined value.
Customized SLA monitoring management method comprising a.

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