KR20090093139A - Apparatus, system and method for management IT business base on service - Google Patents

Abstract

An IT business management apparatus of a service point of view for improving IT job process, a system and a method thereof are provided to recognize relation information by supplying management and analysis functions. A service business process is classified according to a class in a service map database. In the classified relation is the tree structure, it is schematically comprised. If an event related to the service is generated from the outside, an event processing module(110) extracts the service information in the service database. The event processing module performs the processing about event. A service map interface module(120) provides the service map information for the target service and event processing result information.

Description

Apparatus, system and method for management IT business base on service

The present invention relates to IT business process management and analysis, and more particularly, to an analysis system, an apparatus, and a method from a service perspective for improving the IT business process.

Recently, with the rapid development of information and communication technology, the spread of information and communication infrastructure such as the Internet has been expanded, and various methods using the same have been generated in the lives of ordinary people and the business of companies. By using the information and communication infrastructure such as the Internet, the services or work methods that were previously performed in the offline manner are rapidly becoming online. In addition, new services and methods of work using information and communication technologies will continue to be developed, and in the future, information technology (IT) -related technologies will become an essential means in modern life.

As the information technology environment becomes more complex, the importance of managing and ensuring the computing infrastructure is increasing, and companies are forced to rely on the best practices best suited for the business environment. Implementing appropriate use cases based on the business situation allows companies to more effectively standardize their business processes and manage their IT environment with less risk. International standards and guidelines are helpful in this use case. Based on these best practices, companies can effectively modify and complement the relevant processes to meet their business needs. This also means that the flexibility of the tool must be ensured in order to apply a company-specific method. Of course, each IT vendor is offering solutions to help companies cost-effectively implement e-business IT services according to multiple standards.

However, the existing IT task management systems and program tools as described above provide only general management and general analysis functions. Therefore, in view of the increasing trend of companies and IT services focused on IT services, development of work management systems and tools in terms of IT service work processes is urgently required.

In addition, due to the complexity of day-to-day management, many existing systems and tools were not sufficient to be used for analysis of work status and analysis to derive work improvement methods.

SUMMARY OF THE INVENTION The present invention has been made to solve the above problems, and an object of the present invention is to provide a system and method based on a service analysis point of view in order to derive a work improvement plan in an IT work management system.

Furthermore, it is another object to provide a system and method for visually and graphically representing the organic relationship between the entire service and the work status in the IT task management system to enable intuitive and diversified analysis.

Other objects and advantages of the invention will be described below and will be appreciated by the embodiments of the invention. Furthermore, the objects and advantages of the present invention can be realized by means and combinations indicated in the appended claims.

In order to achieve the above object, the Haiti task management apparatus of the service aspect according to the present invention is an apparatus for managing and analyzing the IT business process, the information related to the IT service task and the information about the IT service business process database Service DB stored therein; A service map DB in which each relationship is classified based on an IT service work process by a class and a service map schematically represented in a tree structure is stored; An event processing module for extracting corresponding service information from the service DB and performing processing on the corresponding event when an event related to a service occurs from the outside; And a service map interface module for providing service result information and service map information on a corresponding service in the service map DB according to the processing result in the event processing module.

According to another aspect of the present invention, as a system for IT business process management and analysis, the information related to the IT service work and the information on the IT service work process is stored in the database and stored in the DB and the IT service work process, respectively A database server storing a service map DB storing service maps schematically represented by dividing the relationship by a class and forming a tree structure; An event processing module for extracting service information from a service DB of the database server and processing a corresponding event when an event related to a service occurs from an IT business operating system or a user terminal; A service analysis server comprising a service map interface module for providing service result information and service map information of a corresponding service in the service map DB according to the processing result; And a user terminal connected to the service analysis server to receive a command from an operator and deliver the provided information to the operator.

According to another aspect of the present invention, a method for providing IT business process management and analysis in connection with an IT business operating system, comprising: (a) receiving an event related to a service from a user terminal authenticated as an IT business operating system or an operator; step; (b) extracting a service corresponding to the received event from a service DB in which information related to an IT service work and information on an IT service work process are stored in a database, and performing processing on the event; And (c) classifying each relationship based on the IT service work process according to the event processing result and classifying each relationship into a tree structure and forming a tree structure for the corresponding service in the service map DB in which the service map is stored. There is provided a service management method of Haiti including a service map information.

According to another aspect of the present invention, as a recording medium recording a program for providing IT business process management and analysis in connection with the T business management system, the event related to the service from a user terminal authenticated as an IT business operating system or operator Procedures and events for receiving and extracting the service corresponding to the received event from the stored service DB in which information related to IT service work and information on IT service work processes are stored in a database The service map information for the service is provided in the service map DB, which stores the service map that is represented graphically by classifying each relationship based on IT service business process and forming a tree structure according to the processing result according to the processing result. Computer that records a program that runs a procedure The readable medium is provided.

According to the present invention, it is possible to collectively grasp the relationship information of the current service work by providing management and analysis functions from the service point of view at the time of managing the IT service work, and to easily use the analysis for deriving a work improvement plan. to provide.

In addition, by constructing service map DB, service map and CI map information can be provided for service management and analysis, so that intuitive status can be grasped through visualized and structured information. to provide.

The following drawings, which are attached to this specification, illustrate exemplary embodiments of the present invention, and together with the detailed description of the present invention serve to further understand the technical spirit of the present invention, the present invention includes matters described in such drawings. It should not be construed as limited to.

1 is a diagram showing the configuration of the Haiti business management system from the service point of view according to an embodiment of the present invention.

2 is a diagram showing the configuration of the Haiti business management device from the service point of view according to an embodiment of the present invention.

3 is a flowchart illustrating a procedure of a Haiti business management method from a service perspective according to an embodiment of the present invention.

FIG. 4 is a diagram illustrating a procedure performed according to an event occurring in a terminal in a procedure of a Haiti task management method from a service perspective according to an embodiment of the present invention.

FIG. 5 is a diagram sequentially illustrating a procedure performed according to an event occurring in a system in a procedure of a Haiti task management method from a service perspective according to an embodiment of the present invention.

6 is a diagram illustrating an example of service map information provided in a Haiti business management system from a service perspective according to an embodiment of the present invention.

7 is a diagram illustrating an example of CI map information provided in a Haiti business management system from a service perspective according to an embodiment of the present invention.

<Description of the symbols for the main parts of the drawings>

100: service analysis server 150: DB server

200: user terminal 300: IT business operation system

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings. Prior to this, terms or words used in the specification and claims should not be construed as having a conventional or dictionary meaning, and the inventors should properly explain the concept of terms in order to best explain their own invention. Based on the principle that can be defined, it should be interpreted as meaning and concept corresponding to the technical idea of the present invention. Therefore, the embodiments described in the specification and the drawings shown in the drawings are only the most preferred embodiment of the present invention and do not represent all of the technical idea of the present invention, various modifications that can be replaced at the time of the present application It should be understood that there may be equivalents and variations.

1 is a diagram showing the configuration of the Haiti business management system from the service point of view according to an embodiment of the present invention.

Referring to FIG. 1, the Haiti business management system according to the present invention includes a service analysis server 100 for performing Haiti business analysis from a service perspective in connection with an IT business operation system 300, and stores service information and service map information. The database server 150 includes a user terminal 200 connected to the service analysis server 100.

The service analysis server 100 is a device that receives information related to the IT business operation in connection with the IT business operation system 300 and performs the analysis and management of the service point of view using the information. In addition, the service analysis server 100 receives a command and an instruction from an operator as an event through the user terminal 200 and provides a result of the processing to the corresponding user terminal 200. In particular, when providing analytical information and processing result information related to IT services, each relationship is classified in advance based on the IT service business process, and a tree structure is provided to provide the service map information that is shown schematically. It allows for more intuitive and structured situation grasping and immediate response. In addition, it provides an alarm according to an incident such as a failure or a change in a service work process and provides status information accordingly.

The database server 150 stores a database of various information used for analysis and management in the service analysis server 100, and inquires, extracts, and retrieves various data according to the instructions from the service analysis server 100. Record, change, delete, etc. The database server 150 stores information related to IT service work and information on IT service work processes, information related to the service map, configuration items (CI), and relationship information between organizations. The database server 150 may share data and information with the IT business operating system 300, or some data may be directly provided from the IT business operating system 300.

The user terminal 200 is connected to the service analysis server 100 receives an input such as a management operation or analysis instruction from the operator and transmits it to the service analysis server, or outputs the processing result information, etc. received from the server to the operator To serve the role. The user terminal 200 may be configured as a general desktop PC, a laptop, a portable personal terminal, or the like. In addition, the user terminal 200 allows access to the service analysis server 100 after authentication processing through a procedure and means for confirming that the user is an operator.

The IT business operation system 300 is a system incorporating enterprise-wide business operation and management, and overall information on the business and management of the enterprise is processed through this system. An example of the IT business operating system 300 may include an IT Service Management (ITSM) business operating system based on ITIL (IT Infrastructure Library), which is an international standard. For example, ITEMS (IT Enterprise Management software) may be used as the software. Can be.

Next, a Haiti task management apparatus of a service perspective according to an embodiment of the present invention including the service analysis server 100 and the database server 150 will be described in more detail.

2 is a diagram showing the configuration of the Haiti business management device from the service point of view according to an embodiment of the present invention.

2, the Haiti business management apparatus 100 according to the present invention includes an event processing module 110, a service map interface module 120, a service DB 152, a service map DB 154, and a CI map DB. A database 150 consisting of 156.

The event processing module 110 receives an event from the user terminal 200 and the IT business operating system 300, and performs a process of processing the corresponding event. The event processing module 110 includes a user event processing unit 112 and a system event processing unit 114.

The user event processor 112 receives an event from a user and processes the event. That is, it receives a query and search request related to the service from the connected user terminal 200 as an event and performs the query and search processing for the corresponding service in the service DB 152 to extract the corresponding service information. To perform. In this case, as an event received from the connected user terminal 200, service status inquiry, service detail information inquiry, service search, service summary information inquiry, service related information inquiry, service trace inquiry, CI detail inquiry, CI connection information inquiry, Failure and change inquiry.

The system event processing unit 114 receives an event from the IT business operating system 300 and processes the event. In other words, the system receives the failure and changes related to the service from the IT business operation system 300 as an event, and extracts the corresponding service from the service DB 152 to perform a process reflecting the failure occurrence and the change. .

The service map interface module 120 provides event processing result information in the event processing module 110 to the user terminal 200, and the like, through the service map DB 154 and the CI map DB 156. Provides schematic and structured service map information. The service map interface module 120 includes a service map information output unit 122 and a service map alarm output unit 124.

The service map information output unit 122 receives the result information after the event related to the service from the event processing module 110 and the service information according thereto, and outputs the corresponding result information together with the service map information. To perform. That is, a process of receiving information such as service inquiry and search processing results from the event processing module 110 and extracting the schematized service map information of the corresponding service from the service map DB 154 and outputting the received service information together with the provided result information. Perform In this case, when the event processing module 110 requests the CI map information, the CI map DB 156 extracts and provides the corresponding CI map information. In response to the event input from the user in the above-described event processing module 110, the service map information output unit 122 outputs service map information, service status inquiry, service detail information inquiry, service search, service summary information inquiry Outputs result information such as service related information inquiry, service trace inquiry, CI detail inquiry, CI linkage information inquiry, failure and change inquiry.

The service map alarm output unit 124 outputs the alarm information of the corresponding service after the event related to the service alarm is processed from the event processing module 110 together with the service map information. That is, when the event processing module 110 receives an event for a failure and a change, and reflects a failure occurrence and a change in the service DB 152, the service map alarm output unit 124 generates a failure and the change. The service map DB 152 retrieves the service reflecting the incident, etc., and displays the corresponding incident fact as an alarm along with the output of the illustrated service map. Through this, an incident can be notified as an alarm immediately, and an alarm of a corresponding service can be structurally represented on a service map so that an incident occurrence path can be visualized and tracked, and the status can be easily identified.

In addition, after providing the service result information and the service map information in the service map interface module 120, the event processing module 110 can be input in conjunction with the event. That is, the current status inquiry or fault detail inquiry command can be input as an event directly from the outputted service map information. This is to allow the user to perform event input such as searching the related service information by the user's mouse click on the visualized service map information, or searching the detailed status information of the corresponding service. In addition, for this purpose, the service map interface module 120 configures an interface using flash and flex, thereby dynamically implementing a service map of the service map DB 154 and providing information. do.

The service DB 152 stores a database of information about the IT service work process in the IT business operating system. In other words, information about all IT service tasks and processes is stored and managed in a database. The service DB 152 may be provided in the IT business operation system to be used in conjunction with it or unilaterally provided with information. Alternatively, you can use a copied database, or you can build and use a service database separately.

The service map DB 154 classifies each relationship based on an IT service work process and stores a service map schematically illustrated in a tree structure. That is, information of neighboring services associated with the services stored in the service DB 152, information about the class of the service and the services included in the class, information about the services of the upper and lower classes of the corresponding service, etc. Schematic and organized in map form.

Next, a Haiti business management method from a service perspective according to an embodiment of the present invention will be described.

3 is a flowchart illustrating a procedure of a Haiti business management method from a service perspective according to an embodiment of the present invention.

Referring to FIG. 3, in the Haiti task management method according to the present invention, a procedure of first receiving an event from a user terminal or an IT task management system is performed. In this case, the user terminal is a terminal connected after being authenticated as an operator. In addition, as an event received from the user terminal, service status inquiry, service detail information inquiry, service search, service summary information inquiry, service related information inquiry, service trace inquiry, CI detail inquiry, CI linkage information inquiry, failure and change inquiry Etc. can be mentioned. In addition, events received from the IT business operation system may include, for example, a failure occurrence and a change history related to a service.

Next, a procedure for performing processing of the received event is performed. When an event is received, information related to the IT service work and information on the IT service work process are databased to extract the service corresponding to the received event from the stored service DB and to process the event. An example of such event processing is a process corresponding to the above-described event reception, which includes various service inquiry and information inquiry about services, CI information inquiry, search, and trouble occurrence. For the service inquiry event, a procedure of searching for a desired service and extracting information of a corresponding service is performed by referring to a service DB, and a search event is performed to extract corresponding services from a service DB according to a desired search condition. In addition, an event requesting CI map information or service map information is performed to search the service map DB and the CI map DB to extract the corresponding information, and a failure event is performed by extracting the corresponding service from the service map DB. The process of applying the information is made (S2).

After such event processing is performed, a procedure of providing both information and service map information according to the processing result is performed. The service map information is a service map in which the information corresponding to the service according to the processing result is expressed in the service map DB in which the service map is stored in a tree structure by classifying each relationship based on the IT service work process and forming a tree structure. Information. In addition, when event map needs to provide CI map information, CI map information about CI items related to the corresponding service in CI map DB where CI map which shows the relationship of configuration items (CI) related to IT service business process is stored. Comes with. In addition, the information according to the event processing result is provided along with the provision of the service map information. The service processing result information includes service detail information, process status information, service search result information, service summary information, service related information, CI information, For example, failure information. In addition, when it is necessary to display a failure occurrence alarm as a result of event processing, service map information on a corresponding service is extracted and provided along with failure occurrence alarm information, and a failure occurs in a service item corresponding to the occurrence of failure in the output service map information. Add an indication. As such an alarm, a method of displaying by sound information, a screen flickering, or a flickering icon can be used (S3).

FIG. 4 is a diagram illustrating a procedure performed according to an event occurring in a terminal in a procedure of a Haiti task management method from a service perspective according to an embodiment of the present invention.

Referring to FIG. 4, first, an event for instructing a request such as service inquiry and search occurs in a user terminal. This is done by the operator operating the user terminal during the Haiti task management and analysis work.

In the Haiti business management system from the service point of view, a procedure for receiving a request from a user terminal as an event is performed. For example, a case in which a 'system management' service status information inquiry request event is received will be described (S11).

According to the event received from the user terminal, a procedure for inquiring a service related to the corresponding event from the service DB is performed. That is, according to the above example, a procedure for searching for a 'system management' service item corresponding to a service according to the service status information inquiry request is performed in the service DB (S12).

Then, the procedure of extracting the corresponding service according to the inquiry from the service DB proceeds. That is, the 'system management' service item is extracted according to the inquiry of the 'system management' service item (S13).

Next, an event processing procedure for the extracted service item is performed. That is, processing is performed according to the 'system management' service status information inquiry request event, and the status information is extracted from the extracted 'system management' service item.

After the event processing procedure is performed, a procedure of generating processing result information on the corresponding event is performed. That is, a procedure of generating the current status information extracted for the 'system management' service item as event processing result information is performed (S15).

In addition, after the event processing procedure, a procedure of searching for the extracted service item in the service map DB is performed, and a process of extracting service map information according to the extracted service item is performed. That is, the service map information according to the 'system management' service item is extracted from the service map DB. 6 illustrates an example of outputting the extracted service map information. 7 shows an example in which the CI map information is output. This is output when requesting CI map information as an event. As shown in FIG. 7, the CI map information is structurally illustrated in the relationship of the configuration items (CIs) and output. (S16, S17)

When the processing result information is generated and the service map information is extracted as described above, a procedure of combining the two pieces of information and providing the same to the user terminal is performed. The user terminal outputs the provided service map information and event processing result information on the screen through a screen output means. As shown in FIG. 6, the service map information outputted as described above is visually represented by service information related to the 'system management' service item being structured and illustrated. Through this, related information and structural information of each service can be immediately recognized. (S18)

FIG. 5 is a diagram sequentially illustrating a procedure performed according to an event occurring in a system in a procedure of a Haiti task management method from a service perspective according to an embodiment of the present invention.

Referring to FIG. 5, first, an event in which a service failure and a service change are transmitted is generated in an IT business operating system. This occurs in the IT business operation system and is delivered in the form of an incident. (S20)

In the Haiti business management system from the service point of view, the procedure for receiving incidents delivered from the IT business operation system as an event proceeds. For example, the case where a failure occurs in the 'screen usage' service process will be described (S21).

According to the event received from the IT business operation system, a procedure for searching and extracting the service corresponding to this event from the service DB is in progress. That is, a procedure of searching and extracting the 'screen usage record' service item from the service DB is performed.

In this way, the procedure for applying and reflecting the fault incident according to the received event to the extracted service is performed. That is, the database information update process is applied to apply the fact that the failure occurred to the 'screen usage history' service item (S23).

At the same time, a procedure of searching for a service to which a failure incident is applied according to an event is applied in a service map DB is performed.

Proceed with the procedure to extract the service map information for the service as a result of the query for the service in the service map DB. That is, the service map information is extracted from the service map DB according to the 'screen usage record' service item (S25).

When the service map information of the corresponding service is extracted as described above, a procedure of providing the user terminal by combining the extracted service map information together with the alarm information informing of the failure is performed. That is, service map information according to the 'screen usage history' service item is output on the screen, and alarm information indicating that a failure occurs in the 'screen usage history' service item is displayed. As shown in FIG. 6, the relevant service information according to the 'system management screen usage records' service item is structured and the service map information is illustrated, and the alarm information S indicating the failure is displayed on the corresponding service item. . This allows for immediate recognition of the failure and provides an easy visual indication of the status of the failure. In addition, it is also possible to visually easily identify the path of failure of the service criteria.

The method of the present invention as described above may be implemented as a program and stored in a recording medium (CD-ROM, RAM, ROM, floppy disk, hard disk, magneto-optical disk, etc.) in a computer-readable form. Since this process can be easily implemented by those skilled in the art will not be described in more detail.

Although the present invention has been described above by means of limited embodiments and drawings, the present invention is not limited thereto and will be described below by the person skilled in the art to which the present invention pertains. Of course, various modifications and variations are possible within the scope of the claims.

Claims (17)

As a device for IT business process management and analysis, A service DB in which information related to the IT service work and information on the IT service work process are stored in a database; A service map DB in which each relationship is classified based on an IT service work process by a class and a service map schematically represented in a tree structure is stored; An event processing module for extracting corresponding service information from the service DB and performing processing on the corresponding event when an event related to a service occurs from the outside; And And a service map interface module for providing service result information and service map information of a corresponding service in the service map DB according to the processing result in the event processing module. The method of claim 1, And a CI map DB in which a CI map representing a relationship between configuration items (CIs) related to the IT service business process is stored. The service map interface module of the Haiti business management device of a service perspective, characterized in that to provide the corresponding CI map information from the CI map DB in response to a request from the event processing module. The method according to claim 1 or 2, The event processing module, A user event processor that receives a query and search request related to a service from a user as an event and extracts corresponding service information from the service DB; And And a system event processing unit which receives a failure occurrence and a change related to a service from an IT business operation system as an event and performs a process reflecting a failure occurrence and a change to a corresponding service in the service DB. Haiti's work management device from a service perspective. The method according to claim 1 or 2, The service map interface module, A service map information output unit configured to output the schematized service map information of the service together with the processing result information when the search and inquiry processing related to the service is performed in the event processing module; And A service map alarm output unit configured to output a corresponding fact as an alarm together with schematic service map information on a service in which a failure and a change occurred, when an event processing according to a failure and a change related to a service is performed in the event processing module; Haiti business management device of the service perspective comprising a. The method of claim 3, wherein The event received from the user in the user event processor, Event consisting of any one or combination of service status inquiry, service detail inquiry, service search, service summary information inquiry, service related information inquiry, service trace inquiry, CI detail inquiry, CI linkage information inquiry, failure and change inquiry Haiti business management device of the service point of view. The method of claim 4, wherein The processing result information that is output together with the service map information in the service map information output unit, Information consisting of any one or combination of service status inquiry, service detail inquiry, service search, service summary information inquiry, service related information inquiry, service trace inquiry, CI detail inquiry, CI linkage information inquiry, failure and change inquiry Haiti business management device of the service point of view. The method according to claim 1 or 2, The service map interface module, The Haiti business management device of the service perspective, characterized in that to configure the interface using a flash (Flash) and flex (flex), thereby dynamically implementing the service map of the service map DB and provide information. The method of claim 7, wherein The event processing module, Haiti's work management device from the service perspective, characterized in that for receiving an event from the user through the service map interface module. The method according to claim 1 or 2, Service map provided through the service map interface module, Characterized by providing a structural relationship by combining the information of the surrounding services associated with the service, the level of the service and information of the services included in the level, and the information of the upper and lower levels of the service. Haiti business management device in terms of service. The method of claim 3, wherein The IT business operation system, IT service management (ITSM) business operation system based on the ITIL (IT Infrastructure Library), an international standard, Haiti business management device from a service perspective. As a system for IT business process management and analysis, Information on IT service work and information on IT service work process are stored in database and service map that is represented graphically by classifying each relationship based on IT service work process and forming tree structure A database server storing a service map DB; An event processing module for extracting service information from a service DB of the database server and processing a corresponding event when an event related to a service occurs from an IT business operating system or a user terminal; A service analysis server comprising a service map interface module for providing service result information and service map information of a corresponding service in the service map DB according to the processing result; And And a user terminal connected to the service analysis server to receive a command from an operator and deliver the provided information to the operator. It is a method of providing IT business process management and analysis in connection with the IT business operation system. (a) receiving an event related to a service from a user terminal authorized as an IT business operating system or an operator; (b) extracting a service corresponding to the received event from a service DB in which information related to an IT service work and information on an IT service work process are stored in a database, and performing processing on the event; And (c) The service for the service in the service map DB that stores the service map that is represented graphically by classifying each relationship based on the IT service business process with the processing result information according to the event processing result and forming a tree structure. Providing map information; Haiti business management method of a service perspective comprising a. The method of claim 12, Step (c) is, Along with the processing result information and the service map information, the CI map DB which stores the CI map schematically showing the relationship between the configuration items (CI) related to the IT service business process further provides CI map information about the CI items related to the corresponding service. Haiti business management method from the service point of view, characterized in that. The method of claim 12, The event received from the user terminal in step (a), Event consisting of any one or combination of service status inquiry, service detail inquiry, service search, service summary information inquiry, service related information inquiry, service trace inquiry, CI detail inquiry, CI linkage information inquiry, failure and change inquiry Haiti business management method of the service point of view characterized in that. The method of claim 12, The event received from the IT business operating system in step (a), A method for managing Haiti's work from a service perspective, characterized in that it receives events and changes related to the service as events. The method of claim 15, Step (c) is, In case of event processing according to the failure and change related to service, Haiti's work management from the service point of view characterized by outputting the fact as alarm with the service map information on the service where the failure and change occurred. Way. A recording medium that records programs that provide management and analysis of IT business processes in connection with IT business operations systems. Receiving an event related to a service from a user terminal authorized as an IT business operating system or an operator; A procedure of extracting a service corresponding to the received event from a service DB, in which information related to IT service work and information on an IT service work process are stored in a database, and performing processing on the event; and According to the event processing result, the service map information for the service is stored in the service map DB, which stores the service map that is represented graphically by classifying each relationship based on IT service business process and forming a tree structure. A computer-readable recording medium that records a program that executes a provided procedure.