WO2009150737A1 - 保守業務支援プログラム、保守業務支援方法および保守業務支援装置 - Google Patents
保守業務支援プログラム、保守業務支援方法および保守業務支援装置 Download PDFInfo
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- WO2009150737A1 WO2009150737A1 PCT/JP2008/060783 JP2008060783W WO2009150737A1 WO 2009150737 A1 WO2009150737 A1 WO 2009150737A1 JP 2008060783 W JP2008060783 W JP 2008060783W WO 2009150737 A1 WO2009150737 A1 WO 2009150737A1
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q50/00—Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
- G06Q50/04—Manufacturing
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
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- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y02—TECHNOLOGIES OR APPLICATIONS FOR MITIGATION OR ADAPTATION AGAINST CLIMATE CHANGE
- Y02P—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN THE PRODUCTION OR PROCESSING OF GOODS
- Y02P90/00—Enabling technologies with a potential contribution to greenhouse gas [GHG] emissions mitigation
- Y02P90/30—Computing systems specially adapted for manufacturing
Definitions
- the present invention relates to a maintenance work support program, a maintenance work support method, and a maintenance work support apparatus, and more particularly to a maintenance work support program, a maintenance work support method, and a maintenance work support apparatus that cause a computer to execute a process of presenting a maintenance procedure.
- maintenance personnel collect detailed information such as collecting logs and checking the status of others to examine solutions. It is generally done. Then, the maintenance personnel determine the cause based on the collected information, determine an appropriate solution, and solve the failure by performing the solution.
- work processes There are many types of information to be collected and possible solutions (hereinafter referred to as “work processes”), and maintenance personnel select (determine) the appropriate work process according to the failure that has occurred. Solve failures by combining them in order.
- Patent Document 1 Although the maintenance procedure is shown, it is not known to what stage the trouble can be solved, and there is a possibility of performing unnecessary work. is there.
- the present invention has been made in view of these points, and an object thereof is to provide a maintenance work support program, a maintenance work support method, and a maintenance work support apparatus that can show an efficient maintenance procedure.
- a maintenance work support program causes a computer to execute a process for presenting a maintenance procedure.
- This maintenance work support program causes a computer to function as an alignment unit, an association unit, and a display unit.
- the sorting means includes a first storage means for storing a processing time for each information collection work performed when processing the trouble case, and a record for each trouble case, after the information collection work transition and the cause of the trouble are found Based on the information stored in the second storage means storing the work history including the solution action indicating the action taken to solve the cause, the process priority of the information collecting work is determined, and the process priority Arrange information collection work in descending order.
- Correspondence means is provided for each work history, and when processing a troubled case, based on the number of cases indicating that processing has been performed in the order of information collection work included in the work history, The information collection work corresponding to the solution treatment is preferentially associated with the information collection work having a high use priority of the solution treatment.
- the display means indicates that the information collection work processing is executed in the order arranged by the arranging means, imposes a condition prepared in advance on the execution result of the information collection work, and the information executed when the condition is satisfied Displays the procedure by which maintenance can be completed by executing the resolution action associated with the collection work.
- the processing means of information collection work is determined by the arranging means, and the information collection work is arranged in descending order of processing priority.
- the association means preferentially associates the information collection work corresponding to the solution treatment from the information collection work having a high use priority of the solution treatment for each type of solution treatment based on the number of cases.
- the display means indicates that the processing of the information collecting work is executed in the order arranged by the arranging means, imposes a condition prepared in advance on the execution result of the information collecting work, and executes when the condition is satisfied A procedure for ending maintenance by executing the resolution action associated with the collected information is displayed.
- FIG. 1 is a diagram showing an outline of the embodiment.
- the computer 1 performs a process of presenting a maintenance procedure to maintenance personnel.
- the computer 1 performs the following processing using the data 5 a stored in the first storage unit 5 and the data 6 a stored in the second storage unit 6.
- the data 5a has a processing time required for each information collection work (simply referred to as “work” in FIG. 1) performed when processing a trouble case of a maintenance target computer (a trouble case). is doing.
- the processing time for example, an average of the time required for processing the information collection work is used.
- the data 6a is a solution action (in FIG. 1, simply “action”) indicating the transition of information collection work during the process and the action taken to solve the cause after the cause of the failure is found (the action to be performed last). ”).
- action indicating the transition of information collection work during the process and the action taken to solve the cause after the cause of the failure is found (the action to be performed last).
- the number of cases indicating the number of trouble cases processed in the order of the information collecting work and the solution processing included in the work history is provided for each work history in the data 6a.
- the computer 1 has alignment means 2, association means 3, and display means 4.
- the arranging unit 2 arranges the information collection work in descending order of processing priority based on the data 5a and the data 6a.
- the aligning means 2 obtains the time required for processing for each work history by using the processing time of the data 5a. Then, the data 7 in which the information collection work is arranged is created by setting the order of the time required for the processing in ascending order of processing priority.
- the associating means 3 Based on the number of cases in the data 6a, the associating means 3 gives priority to information collection work with a high use priority of the solution measure for each solution measure type (for example, the number of times the solution measure is used most frequently).
- Data 8 is created in which the information collection work is associated with the information collection work corresponding to the solution.
- the display means 4 indicates that information collection work processing is executed in descending order of processing priority, and imposes a pre-prepared condition stored in the third storage means 4a on the execution result of the information collection work.
- a procedure for ending maintenance can be displayed by executing the solution action associated with the information collection work executed.
- processing blocks having “information collection work“ a ”” as processing contents and processing blocks having “information collection work“ b ”” as processing contents are arranged in descending order of processing priority.
- Subsequent stage of the processing block whose processing content is “a” (between the processing block whose processing content is “information collection task“ a ”” and the processing block whose processing content is “information collection task“ b ””) Judgment blocks are arranged (inserted).
- a condition “condition 1 satisfied?” Prepared in advance in this determination block is set, and when the condition is satisfied, the “solution action” corresponding to the information collecting operation “a” is based on the data 8.
- Processing blocks whose processing content is “X” ” are arranged.
- a determination block is arranged (inserted) after the processing block whose processing content is “information collection work“ b ””. Then, a condition “condition 2 is satisfied?” Prepared in advance in this determination block is set, and when the condition is satisfied, the “solution action” corresponding to the information collecting operation “b” is based on the data 8.
- Processing blocks whose processing contents are “Y” ” are arranged.
- the conditional statement and the branch condition (Yes or No) are given from data prepared in advance stored in the third storage unit 4a.
- the maintenance staff can improve the efficiency of the maintenance work by performing the maintenance work according to the flowchart 9.
- the maintenance staff judges whether or not the condition 1 is satisfied at the time of performing the “information collection operation“ a ”” shown first, and if the condition 1 is satisfied, the subsequent maintenance is performed.
- the processing can be ended by performing the treatment X without executing the work.
- the data 5a and the data 6a are given from the outside of the computer 1.
- the present invention is not limited to this, and the data 5a and the data 6a may be generated inside the computer 1 based on failure history information.
- the third storage unit 4 a is provided inside the computer 1, but is not limited thereto, and may be provided outside the computer 1.
- FIG. 2 is a diagram illustrating a configuration of a system according to the embodiment.
- the system 1000 includes a maintenance procedure generation device 100, a plurality of terminal devices 10a to 10c, a case information management server 200, a response history management DB 300, a business system 400, an access log DB 500, and an administrator terminal device 600. have.
- the maintenance procedure generation device 100 is connected to the terminal devices 10a to 10c, the case information management server 200, the business system 400, and the administrator terminal device 600 via the network 50.
- Each of the terminal devices 10a to 10c is a terminal operated by a maintenance person who handles a contact from a customer (client).
- the maintenance procedure generation device 100 operates in accordance with the operation of the maintenance staff terminal devices 10a to 10c.
- the maintenance procedure generation device 100 refers to the response history management DB 300, and generates an optimal maintenance procedure (a flowchart in the present embodiment) for a failure that has occurred in a maintenance target computer based on the response history information. To do. Then, the generated maintenance procedure is transferred to the terminal devices 10a to 10c.
- the case information management server 200 manages information related to a failure case of a maintenance target computer (not shown) supported by maintenance personnel using the response history management DB 300.
- the response history management DB 300 stores the content of a failure that has occurred in the maintenance target computer and information about the response history for the failure (hereinafter referred to as response history information).
- the business system 400 is a system that is accessed by maintenance personnel when operating various operation systems, and manages a log related to access using the access log DB 500.
- the access log DB 500 stores, for each case, the start time and end time of processing that the maintenance staff has taken for the system to be maintained.
- the manager terminal device 600 is a device used by a call center manager to log in to a maintenance target computer in which a failure has occurred.
- FIG. 3 is a diagram illustrating a hardware configuration example of the maintenance procedure generation device.
- the maintenance procedure generation device 100 is controlled by a CPU (Central Processing Unit) 101 as a whole.
- a RAM (Random Access Memory) 102, a hard disk drive (HDD: Hard Disk Drive) 103, a graphic processing device 104, an input interface 105, and a communication interface 106 are connected to the CPU 101 via a bus 107.
- the RAM 102 temporarily stores at least part of an OS (Operating System) program and application programs to be executed by the CPU 101.
- the RAM 102 stores various data necessary for processing by the CPU 101.
- the HDD 103 stores an OS and application programs.
- a program file is stored in the HDD 103.
- a monitor 11 is connected to the graphic processing device 104.
- the graphic processing device 104 displays an image on the screen of the monitor 11 in accordance with a command from the CPU 101.
- a keyboard 12 and a mouse 13 are connected to the input interface 105.
- the input interface 105 transmits a signal transmitted from the keyboard 12 or the mouse 13 to the CPU 101 via the bus 107.
- the communication interface 106 is connected to the network 50.
- the communication interface 106 transmits / receives data to / from other computers via the network 50.
- the processing functions of the present embodiment can be realized.
- the maintenance procedure generation apparatus 100 is provided with the following functions.
- FIG. 4 is a block diagram illustrating functions of the maintenance procedure generation apparatus.
- the maintenance procedure generation device 100 refers to the response history management DB 300 and generates an optimal maintenance procedure based on the response history information.
- FIG. 5 is a diagram illustrating a data structure example of the correspondence history management DB.
- information is stored as a table.
- the correspondence history management table 301 shown in FIG. 5 includes columns of case ID, failure content, process name, process type, process start time, and process end time, and information arranged in the horizontal direction of each column. They are related to each other.
- each record with the same case ID indicates that the maintenance staff has a failure history of one case corresponding to the same period.
- the failure content column stores the content of the failure described by the maintenance personnel when the failure occurs.
- the contents of the same failure are stored in records having the same item ID.
- the process name column stores a process indicating an individual work unit.
- “Case Search” shows the process of searching what cases have occurred in the past
- “Log Collection” shows the process of collecting logs from the system where the failure occurred
- “Integrated Close” Indicates the process to be terminated.
- the process type column either “information collection” or “solution action” is stored in accordance with the process stored in the process name column.
- “information collection” indicates that the process stored in the process name column is a process that collects information (information collection work).
- “Solution action” indicates that the process stored in the process name column is a process taken to solve the cause after the cause is found as a result of collecting information.
- Remote correction is a process in which maintenance personnel log in to a maintenance target system in which a failure has occurred remotely (remotely) from the call center using the terminal devices 10a to 10c, and delete unnecessary files.
- “Suppression request” is a process for excluding an error message from monitoring because there is no problem with the computer to be maintained.
- the process start time column stores the time when the process stored in the process name column is started.
- the process end time column stores the time when the process stored in the process name column ends.
- the process start time, process end time, and process name can be generated by extracting corresponding information from the access log DB 500.
- the maintenance procedure generation apparatus 100 includes an average process time calculation unit 110, an average process time management DB 120, a process transition creation unit 130, a process transition management DB 140, an information collection process order determination unit 150, and an information collection process order management DB 160.
- the average process time calculation unit 110 refers to the correspondence history management DB 300, and calculates the average time (hereinafter referred to as “average process time”) required for processing for each information collection process included in the case with the same failure content. To do.
- the average process time management DB 120 stores the average process time for each information collection process calculated by the average process time calculation unit 110 for each failure content.
- the process transition creation unit 130 refers to the correspondence history management DB 300 and creates a process transition shown for each failure content so that the order (transition) of processes performed until the failure is resolved can be understood.
- process transition creation unit 130 refers to the correspondence history management DB 300 and counts the number of cases processed by the created process transition (the processing pattern matches) for each process transition.
- each process transition extracted by the process transition creation unit 130 and the number of cases for each process transition are stored for each failure content.
- the information collection process order determination unit 150 refers to the average process time management DB 120 and the process transition management DB 140, performs processing described later, and performs processing in descending order of priority (in this embodiment, the processing time is expected to be short). Arrange the information gathering process in the order they can.
- the information collection process order management DB 160 stores information collection processes in the order in which the information collection process order determination units 150 are arranged (hereinafter also referred to as “information collection process order”).
- the valid information collection process determination unit 170 refers to the process transition management DB 140 and associates each solution treatment process as an information collection process with respect to the solution treatment process preferentially from an information collection process having a high use priority.
- the information collection process most used until reaching the solution treatment process is determined as the most effective information collection process, and is associated as the information collection process with respect to the solution treatment process.
- the effective information collection process management DB 180 stores the most effective information collection process corresponding to the solution processing process determined by the effective information collection process determination unit 170.
- the maintenance procedure generation unit 190 refers to the information collection process order management DB 160, the valid information collection process management DB 180, and the branch condition management DB 2000, and generates a flowchart showing the maintenance procedure.
- branch condition management DB 2000 setting conditions for setting a determination block in the flowchart by the maintenance procedure generation unit 190, contents thereof, and the like are stored in advance. Note that these conditions are determined in advance by an administrator, highly skilled maintenance personnel, or the like.
- FIG. 6 is a diagram illustrating a data structure example of the average process time management DB.
- the average process time management DB 120 information is tabulated and stored.
- the average process time management table 121 shown in FIG. 6 is provided for each failure content.
- Each average process time management table 121 has columns of information collection process name and average process time, and information arranged in the horizontal direction of each column is associated with each other.
- the information collection process extracted from the correspondence history management table 301 by the average process time calculation unit 110 is stored in the information collection process name column.
- the average process time column stores the average process time of the information collection process calculated by the average process time calculation unit 110.
- FIG. 7 is a diagram illustrating a data structure example of the process transition management DB. Information is tabulated and stored in the process transition management DB 140. The process transition management table 141 is provided for each failure content.
- Each process transition management table 141 has columns for process transition and number of cases, and information arranged in the horizontal direction of each column is associated with each other.
- the process transition column the process transition extracted by the process transition creation unit 130 is stored for each item.
- FIG. 8 is a diagram illustrating an example of a data structure of the information collection process order management DB.
- the information collection process order management DB 160 stores information in a table.
- the information collection process order management table 161 is provided for each failure content.
- the information collection process order management table 161 has columns of order and information collection process name for each failure content, and information arranged in the horizontal direction of each column is associated with each other.
- a number indicating the order of high priority of the information collection process determined by the information collection process order determination unit 150 is set. In FIG. 8, “1” has the highest priority, and “3” has the lowest priority.
- FIG. 9 is a diagram illustrating an example of a data structure of the effective information collection process management DB.
- the effective information collection process management DB 180 stores information in a table.
- the effective information collection process management table 181 is provided for each failure content.
- the effective information collection process management table 181 includes columns for the solution process name and the effective information collection process name, and the information arranged in the horizontal direction in each column is associated with each other.
- the solution treatment process name extracted by the valid information collection process determination unit 170 from the process transition management DB 140 is stored in the solution treatment process name column.
- the effective information collection process name column stores the information collection process that the effective information collection process determination unit 170 determines to be most effective for each solution process.
- FIG. 10 is a diagram illustrating a data structure example of the branch condition management DB.
- the branch condition management table 201 includes columns for information collection process name, solution process name, conditional statement, and solution action determination condition, and the information arranged in the horizontal direction of each field is associated with each other. .
- the information collection process name column stores an information collection process to be processed when a failure occurs.
- the solution treatment process name column stores a solution treatment process that is preset (to be executed) according to the information collection process stored in the information collection process column.
- the condition sentence column stores conditions set in the determination block of the flowchart generated by the maintenance procedure generation unit 190.
- a determination condition “Yes” or “No” for determining to proceed to the solution processing process for the conditional sentence is stored in the solution action determination condition column.
- FIG. 11 is a flowchart showing processing of the maintenance procedure generation device.
- the average process time calculation unit 110 calculates an average process time and performs an average process time calculation process stored in the average process time management DB 120 (step S1).
- the process transition creation unit 130 creates a process transition and performs a process transition creation process stored in the process transition management DB 140 (step S2).
- the information collection process order determination unit 150 determines the order of the information collection processes, and performs information collection process order determination processing for arranging the information collection processes in the determined order and storing them in the information collection process order management DB 160 (step S3).
- the effective information collection process determination unit 170 determines a solution process corresponding to the information collection process, and performs an effective information collection process determination process stored in the effective information collection process management DB 180 (step S4).
- the maintenance procedure generation unit 190 performs a maintenance procedure generation process for generating a flowchart showing the maintenance procedure (step S5).
- the process transition creation process is performed after the average process time calculation process is performed, but the order of these processes is not limited.
- the information collection process determination process is performed after the information collection process order determination process, but the order of these processes is not limited.
- FIG. 12 is a flowchart showing the average process time calculation process.
- process time a difference between the start time and the end time (hereinafter referred to as “process time”) is calculated for the information collection process of the acquired record (step S12).
- the calculated process time is classified for each failure content and each process name, and if there is a process time that matches the failure content and the process name, it is added to the process time (step S13).
- step S14 it is determined whether or not the processing of step S11 to step S13 has been completed for all records stored in the correspondence history management table 301 (step S14). If the processing in steps S11 to S13 has not been completed for all the records (No in step S14), the process proceeds to step S11, an unprocessed record is acquired, and the processing from step S12 onward is continued.
- step S11 to step S13 are completed for all records (Yes in step S14).
- step S14 the addition time of each information collection process is divided by the number of added information collection processes, and each failure content and process Calculate the average process time for each name. Then, the average process time is stored in the average process time management table 121 (step S15).
- FIG. 13 is a flowchart showing process transition creation processing.
- a process for one case is extracted from the correspondence history management DB 300 in order of start time, and a process transition is created (step S21).
- a process transition is created (step S21).
- step S24 If overlapping processes are included (Yes in step S22), the process with the later (later) start time is excluded from the process transition (step S23). For example, when the information collection process “case search” appears again after the information collection process “case search”, the information collection process “case search” that appears later is excluded. This is a process transition. Thereafter, the process proceeds to step S24.
- step S24 it is determined whether or not the solution transition process is included in the process transition (step S24).
- step S24 the process proceeds to step S21 to extract a process for one unprocessed case, and the processes after step S22 are continuously performed.
- step S24 when the solution process is included (Yes in step S24), the number of cases is counted for each failure content and each process transition, and stored in the process transition management table 141 (step S25). More specifically, first, it is determined whether or not the process transition management table 141 having the same failure content exists. If it does not exist, the process transition management table 141 of the failure content is created, a process transition record is created in the created process transition management table 141, and the number of cases is set to “1”.
- the process transition management table 141 having the same failure content it is determined whether or not a combination of the same process transition exists. If the same process transition combination exists, the number of cases is incremented. On the other hand, if the same combination of process transitions does not exist, a record of the process transition is created and the number of cases is set to “1”.
- step S26 it is determined whether or not the processing in steps S21 to S25 has been completed for all cases stored in the handling history management DB 300 (step S26). If the processing has not been completed for all the cases (No in step S26), the process proceeds to step S21 to extract an unprocessed process for one case, and the processing after step S22 is continued.
- step S26 when the processing has been completed for all the cases (Yes in step S26), the processing ends. This is the end of the description of the process transition creation process.
- FIG. 14 is a flowchart showing information collection process order determination processing.
- the information collection process included in the process transition is acquired from the process transition management table 141 that matches the specified failure content in the process transition management DB 140 (step S31).
- the content of the failure is specified by, for example, a maintenance person operating the terminal devices 10a to 10c.
- step S32 a permutation using all the acquired information collection processes is created.
- step S33 one permutation of the created information collection process is selected.
- step S34 one process transition is selected.
- Step S35 the time required for processing in the permutation of the selected information collection process (hereinafter referred to as “information collection process time”) is calculated using the average process time.
- step S36 it is determined whether or not the information collection process time for all process transitions in the permutation of the information collection process selected in step S33 has been calculated. If the information collection process time for all process transitions has not been calculated (No in step S36), the process proceeds to step S34, an unprocessed process transition is selected, and the process in step S35 is continued.
- step S36 when the information collection process time for all process transitions is calculated (Yes in step S36), the weighted average of all process transitions weighted in proportion to the number of cases for the calculated information collection process time ( Hereinafter, it is also referred to as “expected value”) (step S37).
- expected value the weighted average of all process transitions weighted in proportion to the number of cases for the calculated information collection process time.
- step S38 it is determined whether expected values have been calculated for all permutations of the information collection process.
- the process proceeds to step S33 to select one unprocessed information collection process permutation and continue the processing from step S34 onward. And do it.
- step S38 when the expected values are calculated for the permutations of all the information collection processes (Yes in step S38), the permutation of the information collection processes with the smallest expected value is selected. Then, the information collection processes are stored in the information collection process name column of the information collection process order management table 161 in the order of the information collection processes included in this permutation (step S39).
- FIG. 15 is a diagram for explaining a specific example of the alignment process.
- the information collection process order determination unit 150 expands all permutations of the information collection processes “case search”, “log collection”, and “SE contact” in the average process time management table 121 shown in FIG. 6 on the work table 151. Then, numbers “1” to “6” for identifying process transitions are attached to the expanded permutation records.
- the information collection process order determination unit 150 attaches codes “A” to “F” that identify process transitions for each record of the process transition management table 141 on the work table 152.
- the information collection process order determination unit 150 first calculates the required time when information is collected in each process transition of symbols “A” to “F” for the permutation of the number “1”.
- the required time required for collecting information by the process transition of the symbol “A” is expressed as required time “1-A”.
- the average process time of the information collection process “case search” is 15 minutes
- the average process time of the information collection process “log collection” is 30 minutes.
- the required time “1-B” will be described.
- the process transition indicated by the symbol “B” includes an information collection process “case search”. Since the average process time of the information collection process “case search” is 15 minutes, the required time “1-B” is 15 minutes.
- the required time “1-C” will be described.
- the process transition indicated by the symbol “C” includes an information collection process “log collection”.
- the information collection process “log collection” is performed in the order of the number “1”
- the information collection process “case search” is performed in advance.
- the required time “1-D” will be described.
- the information collection process “SE contact” and the information collection process “log collection” are performed in this order.
- the information collection process “SE contact” is performed in the order of the number “1”
- the information collection process “case search” and the information collection process “log collection” are performed in advance.
- FIG. 16 is a diagram illustrating the information collection process time and the expected value.
- the work table 153 represents the information collection process time when numbers are arranged in the column direction and codes are arranged in the row direction.
- the bottom line shows the expected value.
- the information collection process order determination unit 150 selects a permutation having the smallest expected value. In FIG. 16, since the expected value 45.0 is the smallest, the permutation of the number “1” is stored in the information collection process order management table 161.
- FIG. 17 is a flowchart showing the effective information collection process determination process.
- the solution processing process included in the process transition is acquired from the process transition management table 141 that matches the specified failure content in the process transition management DB 140 (step S41).
- step S42 one acquired solution process is selected (step S42).
- step S43 a process transition including the selected solution processing process is selected (step S43).
- step S44 the number of cases of all selected process transitions is added for each information collection process (step S44).
- step S45 the number of information collection processes for the selected resolution process is compared, and the information collection process with the largest number of cases is determined as the information collection process corresponding to the resolution process (effective information collection process). Correlate (step S45).
- step S46 the effective information collection process corresponding to the solution treatment process and the solution treatment process is stored in the effective information collection process management table 181 (step S46).
- step S47 it is determined whether an effective information collection process has been determined for all solution processing processes.
- step S47 If there is a solution processing process for which an effective information collection process has not been determined (No in step S47), the process proceeds to step S42 to select a solution processing process for which an information collection process has not been determined, and perform the processing from step S43 onward. Continue.
- step S47 when the information collection process is determined for all the solution processing processes (Yes in step S47), the process is terminated. This is the end of the description of the valid information collection process determination process.
- the effective information collection process management table 181 is stored for each solution treatment process. However, after the information collection processes for all the solution treatment processes are determined, these information are stored in the effective information collection process management. You may make it store in the table 181. FIG.
- FIG. 18 is a diagram illustrating a specific example of the valid information collection process determination process.
- the process transition management table 141 shown in FIG. 7 will be used in the description of the specific example.
- the solution processing processes “integrated close”, “remote correction”, and “monitoring suppression” included in each process transition of the process transition management table 141 with the specified failure content “cannot communicate with the node” are acquired.
- the solution treatment process “integrated close” is selected, and a process transition including the solution treatment process “integrated close” is selected.
- the process transition “case search ⁇ log collection ⁇ integrated close” and the process transition “case search ⁇ integrated close” are selected.
- the addition result “23” is stored in the work table 171 as the value of the information collection process “case search” for the solution processing process “integrated close”.
- the number of cases “15” of the process transition “case search ⁇ log collection ⁇ integrated close” including the information collection process “log collecting” included in the selected process transition is changed to the information collecting process “ It is stored in the work table 171 as a value of “log collection”.
- the information collection process “case search” is determined as the information collection process corresponding to the solution processing process “integrated close” Put it on.
- the information collection process “case search” is associated with the solution processing process “integrated close” and stored in the effective information collection process management table 181. Thereafter, the same processing is performed for the solution processing processes “remote correction” and “monitoring suppression”, so that the information collection process “log collection” is associated with the solution processing process “remote correction” in the effective information collection process management table 181. Store.
- the information collection process “SE contact” is associated with the solution process “monitoring suppression” and stored in the effective information collection process management table 181.
- FIG. 19 is a flowchart showing maintenance procedure generation processing.
- processing blocks having the acquired information collection processes as processing contents are arranged in the order of the information collection processes stored in the information collection process order management table 161.
- step S53 one information collection process is selected from the processing blocks arranged in step S52 (step S53).
- step S54 the effective information collection process management table 181 is referred to and it is determined whether or not there is a solution process corresponding to the selected information collection process (step S54).
- step S54 If there is no solution process corresponding to the selected information collection process (No in step S54), the process proceeds to step S57.
- a determination block is arranged (inserted) after the processing block of the selected information collection process. Then, a processing block including the corresponding solution processing process is arranged at the branch destination of the determination block (step S55).
- conditional statement and the solution treatment determination condition corresponding to the information collection process and the solution action process are acquired from the branch condition management DB 2000, and the condition statement and the decision condition of the decision block are set (step S56).
- step S57 it is determined whether or not processing has been completed in all information collection processes. If not completed (No in step S57), the process proceeds to step S53 to select the information collection process of the next processing block, and the processing after step S54 is continued.
- step S57 when the processing is completed (Yes in step S57), a processing block whose content is “Perform maintenance work as instructed in the existing procedure manual” is arranged after the last block currently arranged. Connect to the block (step S58).
- a terminal (start symbol) is arranged in the preceding stage of the first processing block (step S59).
- terminals (end symbols) are arranged, and all processing blocks including the solution processing process are connected to the terminals (end symbols). Further, the processing block having the content “Perform maintenance work as instructed in the existing procedure manual” and the terminal (end symbol) are connected (step S60).
- 20 to 22 are diagrams illustrating specific examples of the maintenance procedure generation process.
- the information collection process order is obtained by referring to the information collection process order management table 161. Then, the processing blocks of the flowchart having the contents of the acquired information collection processes “case search”, “log collection”, and “SE contact” are arranged in this order. The process so far is shown in FIG.
- the branch condition management table 201 is referred to.
- the conditional statement “whether the integrated closed item hits the past case?” And the solution action determination condition “Yes” corresponding to the information collection process “case search”, the solution process “integrated close” are acquired, Set a conditional statement in the decision block and set the decision condition. The processing so far is shown in FIG.
- a terminal (start symbol) is arranged in the preceding stage of the first processing block.
- a processing block having the contents of the solution processing processes “integrated close”, “remote correction”, and “monitoring suppression” and a terminal (end symbol) are connected.
- a processing block having the content “Perform maintenance work as instructed in the existing procedure manual” and a terminal (end symbol) are connected.
- the maintenance procedure generation device 100 it is possible to generate a flowchart indicating to which stage of the information collection process the solution action can be determined. Specifically, the maintenance procedure generation process arranges the processing blocks in the order in which the processing time of the information collection process is expected to be short, and the solution with the highest possibility of being determined at the branch destination of the processing block of the information collection process The block of the treatment process was arranged.
- the maintenance staff can perform the processing according to this flowchart, and if the branching conditions are met even during the information collection process, the subsequent information collection process can be terminated and the maintenance process can be completed. No needless information gathering process. Therefore, more efficient treatment can be performed on the contents of the failure.
- the generated flowchart includes all the information collection processes and solution processing processes stored in the response history management DB 300, it is possible to reliably handle failures that have occurred in the past. A highly reliable maintenance procedure can be provided.
- the process transition creation unit 130 extracts all processes.
- the present invention is not limited to this, and a process that is predetermined as an extraction target or a process that is designated in advance by maintenance personnel. Only processes matching the above may be extracted. Thereby, simplification and speeding up of processing can be achieved.
- the maintenance work support program, the maintenance work support method, and the maintenance work support apparatus of the present invention have been described based on the illustrated embodiment, but the present invention is not limited to this, and the configuration of each unit is as follows. Any structure having a similar function can be substituted. Moreover, other arbitrary structures and processes may be added to the present invention.
- the present invention may be a combination of any two or more configurations (features) of the above-described embodiments.
- the above processing functions can be realized by a computer.
- a program describing the processing contents of the functions that the maintenance procedure generating apparatus 100 should have is provided.
- the program describing the processing contents can be recorded on a computer-readable recording medium.
- the computer-readable recording medium include a magnetic recording device, an optical disk, a magneto-optical recording medium, and a semiconductor memory.
- Examples of the magnetic recording device include a hard disk device (HDD), a flexible disk (FD), and a magnetic tape.
- optical disk examples include a DVD (Digital Versatile Disc), a DVD-RAM (Random Access Memory), a CD-ROM (Compact Disc Read Only Memory), and a CD-R (Recordable) / RW (ReWritable).
- magneto-optical recording medium examples include MO (Magneto-Optical disk).
- the computer that executes the maintenance work support program stores, for example, a program recorded on a portable recording medium or a program transferred from a server computer in its own storage device. Then, the computer reads the program from its own storage device and executes processing according to the program. The computer can also read the program directly from the portable recording medium and execute processing according to the program. In addition, each time the program is transferred from the server computer, the computer can sequentially execute processing according to the received program.
Abstract
Description
障害内容に応じた保守手順を提供する技術としては、過去に発生した同障害の事例から短時間で解決したものを検索する技術が知られている(例えば、特許文献1参照)。
本発明の上記および他の目的、特徴および利点は本発明の例として好ましい実施の形態を表す添付の図面と関連した以下の説明により明らかになるであろう。
図1は、実施の形態の概要を示す図である。
コンピュータ1は、保守対象のコンピュータに障害が発生した場合、保守要員に対し、保守の手順を提示する処理をする。
ここで、データ5aは、保守対象のコンピュータの障害案件(障害が発生した案件)を処理する際に行った情報収集作業(図1では単に「作業」と表記)毎に要した処理時間を有している。なお、処理時間は、例えば、情報収集作業の処理に要した時間の平均をとったもの等が用いられる。
整列手段2は、データ5aおよびデータ6aに基づいて、処理優先度の高い順に情報収集作業を整列する。
保守要員は、このフローチャート9に従って保守作業を行うことにより、保守作業の効率化を図ることができる。
なお、図1では、データ5aおよびデータ6aは、コンピュータ1の外部から与えられるようにしたが、これに限らず、障害の履歴情報に基づいて、コンピュータ1の内部で生成するようにしてもよい。また、第3の格納手段4aは、コンピュータ1の内部に設けたが、これに限らず、コンピュータ1の外部に設けられていてもよい。
図2は、実施の形態のシステムの構成を示す図である。
システム1000は、保守手順生成装置100と、複数の端末装置10a~10cと、案件情報管理サーバ200と、対応履歴管理DB300と、業務システム400と、アクセスログDB500と、管理者用端末装置600とを有している。
保守手順生成装置100は、保守要員の端末装置10a~10cの操作に応じて動作する。具体的には、保守手順生成装置100は、対応履歴管理DB300を参照し、対応履歴情報に基づいて、保守対象のコンピュータに発生した障害に対する最適な保守手順(本実施の形態ではフローチャート)を生成する。そして、生成した保守手順を端末装置10a~10cに転送する。
対応履歴管理DB300は、保守対象のコンピュータに生じた障害内容と、その障害に対する対応履歴に関する情報(以下、対応履歴情報と言う)が格納されている。
図3は、保守手順生成装置のハードウェア構成例を示す図である。
前述したように、保守手順生成装置100は、対応履歴管理DB300を参照し、対応履歴情報に基づいて、最適な保守手順を生成する。
対応履歴管理DB300では、情報がテーブル化されて格納されている。
図5に示す対応履歴管理テーブル301には、案件ID、障害内容、プロセス名、プロセス種別、プロセス開始時刻、およびプロセス終了時刻の欄が設けられており、各欄の横方向に並べられた情報同士が互いに関連づけられている。
プロセス名の欄には、個々の作業の単位を示すプロセスが格納されている。
ここで、「情報収集」は、プロセス名の欄に格納されたプロセスが、情報を収集したプロセス(情報収集作業)であることを示す。また、「解決処置」は、プロセス名の欄に格納されたプロセスが、情報を収集した結果、原因が分かった後に、その原因を解決するために取られたプロセスであることを示す。
以下、プロセス種別が「情報収集」であるプロセス名の欄に格納されたプロセスを、「情報収集プロセス」と言う。また、プロセス種別が「解決処置」であるプロセス名の欄に格納されたプロセスを「解決処置プロセス」と言う。
プロセス開始時刻の欄には、プロセス名の欄に格納されたプロセスを開始した時刻が格納される。
なお、プロセス開始時刻、プロセス終了時刻およびプロセス名は、アクセスログDB500から該当する情報を抽出することによって生成することができる。
保守手順生成装置100は、平均プロセス時間算出部110と、平均プロセス時間管理DB120と、プロセス遷移作成部130と、プロセス遷移管理DB140と、情報収集プロセス順序決定部150と、情報収集プロセス順序管理DB160と、有効情報収集プロセス判断部170と、有効情報収集プロセス管理DB180と、保守手順生成部190と、分岐条件管理DB2000とを有している。
プロセス遷移作成部130は、対応履歴管理DB300を参照し、障害が解決されるまでに行ったプロセスの順番(遷移)が分かるように示したプロセス遷移を障害内容毎に作成する。
情報収集プロセス順序決定部150は、平均プロセス時間管理DB120およびプロセス遷移管理DB140を参照し、後述する処理を行って、処理の優先度が高い順(本実施の形態では、処理時間が短いと期待できる順)に、情報収集プロセスを整列する。
保守手順生成部190は、情報収集プロセス順序管理DB160、有効情報収集プロセス管理DB180および分岐条件管理DB2000を参照し、保守手順を示すフローチャートを生成する。
平均プロセス時間管理DB120では情報がテーブル化されて格納されている。
図6に示す平均プロセス時間管理テーブル121は、障害内容毎に設けられる。
平均プロセス時間の欄には、平均プロセス時間算出部110が算出した情報収集プロセスの平均プロセス時間が格納されている。
プロセス遷移管理DB140では情報がテーブル化されて格納されている。
プロセス遷移管理テーブル141は、障害内容毎に設けられる。
プロセス遷移の欄には、プロセス遷移作成部130が抽出したプロセス遷移が案件毎に格納される。
図8は、情報収集プロセス順序管理DBのデータ構造例を示す図である。
情報収集プロセス順序管理テーブル161は、障害内容毎に設けられる。
情報収集プロセス順序管理テーブル161には、障害内容毎に順序および情報収集プロセス名の欄が設けられており、各欄の横方向に並べられた情報同士が互いに関連づけられている。
図9は、有効情報収集プロセス管理DBのデータ構造例を示す図である。
有効情報収集プロセス管理テーブル181は、障害内容毎に設けられる。
有効情報収集プロセス管理テーブル181には、解決処置プロセス名および有効情報収集プロセス名の欄が設けられており、各欄の横方向に並べられた情報同士が互いに関連づけられている。
有効情報収集プロセス名の欄には、各解決処置プロセスに対して有効情報収集プロセス判断部170が最も有効であると判断した情報収集プロセスが格納される。
分岐条件管理DB2000では情報がテーブル化されて格納されている。
分岐条件管理テーブル201には、情報収集プロセス名、解決処置プロセス名、条件文および解決処置判断条件の欄が設けられており、各欄の横方向に並べられた情報同士が互いに関連づけられている。
解決処置プロセス名の欄には、情報収集プロセスの欄に格納された情報収集プロセスに応じて予め設定された(実行させたい)解決処置プロセスが格納される。
解決処置判断条件の欄には、条件文に対して解決処置プロセスへ進むと判定するための判断条件「Yes」または「No」が格納される。
図11は、保守手順生成装置の処理を示すフローチャートである。
まず、平均プロセス時間算出部110が、平均プロセス時間を算出し、平均プロセス時間管理DB120に格納する平均プロセス時間算出処理を行う(ステップS1)。
次に、情報収集プロセス順序決定部150が、情報収集プロセスの順序を決定し、決定した順に情報収集プロセスを整列して情報収集プロセス順序管理DB160に格納する情報収集プロセス順序決定処理を行う(ステップS3)。
なお、図11では、平均プロセス時間算出処理を行った後にプロセス遷移作成処理を行ったが、これらの処理の順序は限定されない。また、情報収集プロセス順序決定処理を行った後に情報収集プロセス判断処理を行ったが、これらの処理の順序は限定されない。
まず、平均プロセス時間算出処理を説明する。
図12は、平均プロセス時間算出処理を示すフローチャートである。
次に、取得したレコードの情報収集プロセスについて、開始時刻と終了時刻の差分(以下、「プロセス時間」と言う)を算出する(ステップS12)。
全てのレコードについてステップS11~ステップS13の処理が完了していない場合(ステップS14のNo)、ステップS11に移行し、未処理のレコードを取得し、ステップS12以降の処理を継続して行う。
そして、その平均プロセス時間をそれぞれ平均プロセス時間管理テーブル121に格納する(ステップS15)。
次に、プロセス遷移作成処理を説明する。
図13は、プロセス遷移作成処理を示すフローチャートである。
次に、プロセスの遷移の中に、重複するプロセスが含まれているか否かを判断する(ステップS22)。
重複するプロセスが含まれている場合(ステップS22のYes)、開始時刻が遅い方の(後の)プロセスをプロセスの遷移から除外する(ステップS23)。例えば、情報収集プロセス「事例検索」の後に再度、情報収集プロセス「事例検索」が現れた場合は、後に現れた情報収集プロセス「事例検索」を除外する。これをプロセス遷移とする。その後、ステップS24に移行する。
次に、プロセス遷移に解決処置プロセスが含まれているか否かを判断する(ステップS24)。
全ての案件について処理が完了していない場合(ステップS26のNo)、ステップS21に移行して未処理の1案件分のプロセスを抽出し、ステップS22以降の処理を継続して行う。
以上でプロセス遷移作成処理の説明を終了する。
図14は、情報収集プロセス順序決定処理を示すフローチャートである。
まず、プロセス遷移管理DB140内の、指定した障害内容に一致するプロセス遷移管理テーブル141からプロセス遷移に含まれる情報収集プロセスを取得する(ステップS31)。なお、障害内容は、例えば、保守要員が端末装置10a~10cを操作することにより指定する。
次に、作成した情報収集プロセスの順列を1つ選択する(ステップS33)。
次に、プロセス遷移を1つ選択する(ステップS34)。
全てのプロセス遷移についての情報収集プロセス時間を算出していない場合(ステップS36のNo)、ステップS34に移行して未処理のプロセス遷移を選択し、ステップS35の処理を継続して行う。
全ての情報収集プロセスの順列について期待値を算出していない場合(ステップS38のNo)、ステップS33に移行して未処理の情報収集プロセスの順列を1つ選択し、ステップS34以降の処理を継続して行う。
次に、図14のステップS35およびステップS37の処理(以下、この2つの処理を「整列処理」と言う)について具体例を用いて説明する。
図15は、整列処理の具体例を説明する図である。
以下、番号「1」の順列に対し、符号「A」のプロセス遷移で情報収集したときに要する所要時間を、所要時間「1-A」のように表す。
符号「A」のプロセス遷移では、情報収集プロセス「事例検索」および情報収集プロセス「ログ採取」が、この順番に行われている。
所要時間「1―B」について説明する。
符号「B」のプロセス遷移には、情報収集プロセス「事例検索」が含まれている。情報収集プロセス「事例検索」の平均プロセス時間は15分であるため、所要時間「1-B」は、15分となる。
符号「C」のプロセス遷移には、情報収集プロセス「ログ採取」が含まれている。ここで、番号「1」の順序で情報収集プロセス「ログ採取」を行う場合、事前に情報収集プロセス「事例検索」が行われている。
所要時間「1―D」について説明する。
次に、情報収集プロセス順序決定部150は、番号「1」の順列の情報収集プロセス時間について期待値を算出する。具体的には、案件数に比例した重みを付けた情報収集プロセス時間の平均値を期待値とする。本具体例では、(45×15+15×8+45×6+85×3+85×2+85×1)/(15+8+6+3+2+1)=45.0となる。
図16は、情報収集プロセス時間および期待値を示す図である。
情報収集プロセス順序決定部150は、期待値が最小の順列を選択する。図16では、期待値45.0が最小であるため、番号「1」の順列を情報収集プロセス順序管理テーブル161に格納する。
図17は、有効情報収集プロセス判断処理を示すフローチャートである。
まず、プロセス遷移管理DB140内の、指定した障害内容に一致するプロセス遷移管理テーブル141からプロセス遷移に含まれる解決処置プロセスを取得する(ステップS41)。
次に、選択した解決処置プロセスを含むプロセス遷移を選択する(ステップS43)。
次に、選択した全てのプロセス遷移の案件数を情報収集プロセス毎に加算する(ステップS44)。
次に、全ての解決処置プロセスに対し、有効情報収集プロセスを決定したか否かを判断する(ステップS47)。
以上で有効情報収集プロセス判断処理の説明を終了する。
図18は、有効情報収集プロセス判断処理の具体例を説明する図である。
以下、具体例の説明に際し、図7に示すプロセス遷移管理テーブル141を使用する。
本具体例では、プロセス遷移「事例検索→ログ採取→統合クローズ」およびプロセス遷移「事例検索→統合クローズ」を選択する。
次に、選択したプロセス遷移に含まれる情報収集プロセス「ログ採取」を含むプロセス遷移「事例検索→ログ採取→統合クローズ」の案件数「15」を解決処置プロセス「統合クローズ」に対する情報収集プロセス「ログ採取」の値としてワークテーブル171に格納する。
以下、解決処置プロセス「リモート修正」および「監視抑止」についても同様の処理を行うことにより、解決処置プロセス「リモート修正」に情報収集プロセス「ログ採取」を関連づけて有効情報収集プロセス管理テーブル181に格納する。また、解決処置プロセス「監視抑止」に情報収集プロセス「SE連絡」を関連づけて有効情報収集プロセス管理テーブル181に格納する。
次に、保守手順生成処理を説明する。
図19は、保守手順生成処理を示すフローチャートである。
次に、取得した各情報収集プロセスをそれぞれ処理の内容とするフローチャートの処理ブロック(以下、単に「処理ブロック」と言う)を、情報収集プロセス順序管理テーブル161に格納された情報収集プロセスの順に配置する(ステップS52)。
次に、有効情報収集プロセス管理テーブル181を参照し、選択した情報収集プロセスに対応する解決処置プロセスが存在するか否かを判断する(ステップS54)。
一方、選択した情報収集プロセスに対応する解決処置プロセスが存在する場合(ステップS54のYes)、選択した情報収集プロセスの処理ブロックの後段に判断ブロックを配置(挿入)する。そして、判断ブロックの分岐先に、対応する解決処置プロセスを内容とする処理ブロックを配置する(ステップS55)。
完了していない場合(ステップS57のNo)、ステップS53に移行して次の処理ブロックの情報収集プロセスを選択し、ステップS54以降の処理を継続して行う。
次に、端子(終了記号)を配置し、解決処置プロセスを内容とする全ての処理ブロックと端子(終了記号)とを接続する。また、「既存手順書の指示通り保守作業を行う」を内容とする処理ブロックと端子(終了記号)とを接続する(ステップS60)。
次に、保守手順生成処理の具体例を説明する。
図20~図22は、保守手順生成処理の具体例を説明する図である。
そして、最後段の判断ブロックと「既存手順書の指示通り保守作業を行う」を内容とする処理ブロックとを接続する。ここまでの処理を図21(d)に示す。
次に、解決処置プロセス「統合クローズ」、「リモート修正」および「監視抑止」を内容とする処理ブロックと端子(終了記号)とを接続する。また、「既存手順書の指示通り保守作業を行う」を内容とする処理ブロックと端子(終了記号)とを接続する。
以上で保守手順生成処理の具体例の説明を終了する。
なお、上記の処理機能は、コンピュータによって実現することができる。その場合、保守手順生成装置100が有すべき機能の処理内容を記述したプログラムが提供される。そのプログラムをコンピュータで実行することにより、上記処理機能がコンピュータ上で実現される。処理内容を記述したプログラムは、コンピュータで読み取り可能な記録媒体に記録しておくことができる。コンピュータで読み取り可能な記録媒体としては、例えば、磁気記録装置、光ディスク、光磁気記録媒体、半導体メモリ等が挙げられる。磁気記録装置としては、例えば、ハードディスク装置(HDD)、フレキシブルディスク(FD)、磁気テープ等が挙げられる。光ディスクとしては、例えば、DVD(Digital Versatile Disc)、DVD-RAM(Random Access Memory)、CD-ROM(Compact Disc Read Only Memory)、CD-R(Recordable)/RW(ReWritable)等が挙げられる。光磁気記録媒体としては、例えば、MO(Magneto-Optical disk)等が挙げられる。
2 整列手段
3 対応づけ手段
4 表示手段
4a 第3の格納手段
5 第1の格納手段
6 第2の格納手段
5a、6a、7、8 データ
9 フローチャート
10a~10c 端末装置
100 保守手順生成装置
110 平均プロセス時間算出部
120 平均プロセス時間管理DB
121 平均プロセス時間管理テーブル
130 プロセス遷移作成部
140 プロセス遷移管理DB
141 プロセス遷移管理テーブル
150 情報収集プロセス順序決定部
151~153、171 ワークテーブル
160 情報収集プロセス順序管理DB
161 情報収集プロセス順序管理テーブル
170 有効情報収集プロセス判断部
180 有効情報収集プロセス管理DB
181 有効情報収集プロセス管理テーブル
190 保守手順生成部
200 案件情報管理サーバ
201 分岐条件管理テーブル
300 対応履歴管理DB
301 対応履歴管理テーブル
400 業務システム
500 アクセスログDB
600 管理者用端末装置
1000 システム
2000 分岐条件管理DB
Claims (7)
- 保守の手順を提示する処理をコンピュータに実行させる保守業務支援プログラムにおいて、
コンピュータを、
障害案件を処理する際に行った情報収集作業毎の処理時間を格納した第1の格納手段と、前記障害案件毎に記録され、前記情報収集作業の遷移および障害の原因が判明した後にその原因を解決するために採られた処置を示す解決処置を含む作業履歴を格納した第2の格納手段とに格納された情報に基づいて、前記情報収集作業の処理優先度を決定し、前記処理優先度の高い順に前記情報収集作業を整列する整列手段、
前記作業履歴毎に設けられ、前記障害案件を処理する際に、当該作業履歴に含まれる前記情報収集作業の順に処理が行われたことを示す案件数に基づいて、前記解決処置の種別毎に、当該解決処置の使用優先度が高い前記情報収集作業から優先的に当該解決処置に対応する前記情報収集作業として対応づける対応づけ手段、
前記整列手段によって整列された順に前記情報収集作業の処理を実行するように示し、前記情報収集作業の実行結果に対して第3の格納手段に格納された予め用意された条件を課し、前記条件を満たした場合に実行した前記情報収集作業に対応づけられた前記解決処置を実行することで保守を終了できる手順を表示する表示手段、
として機能させることを特徴とする保守業務支援プログラム。 - 前記整列手段は、前記作業履歴に含まれる情報収集作業を組み合わせて得られる全ての順列を作成し、前記順列を用いて前記作業履歴に含まれる前記情報収集作業を行ったときの処理時間の短さを示す指標を前記順列毎に算出し、前記指標の最も小さい順列の前記情報収集作業の順に、前記情報収集作業を整列することを特徴とする請求の範囲第1項記載の保守業務支援プログラム。
- 前記対応づけ手段は、前記解決処置の種別毎に、当該解決処置が最も用いられた前記情報収集作業を、当該解決処置に対応する前記情報収集作業として対応づけることを特徴とする請求の範囲第1項記載の保守業務支援プログラム。
- 前記対応づけ手段は、同じ前記解決処置が採られた前記作業履歴に含まれる前記情報収集作業毎に前記案件数をそれぞれカウントし、カウント値の最も多い前記情報収集作業を前記解決処置に対応する前記情報収集作業として対応づけることを特徴とする請求の範囲第3項記載の保守業務支援プログラム。
- 前記指標は、前記作業履歴に含まれる前記情報収集作業毎の処理時間の和に、前記作業履歴の案件数に比例した重みをつけたものであることを特徴とする請求の範囲第2項記載の保守業務支援プログラム。
- 保守の手順を提示する処理をコンピュータに実行させる保守業務支援方法において、
整列手段が、障害案件を処理する際に行った情報収集作業毎の処理時間を格納した第1の格納手段と、前記障害案件毎に記録され、前記情報収集作業の遷移および障害の原因が判明した後にその原因を解決するために採られた処置を示す解決処置を含む作業履歴を格納した第2の格納手段とに格納された情報に基づいて、前記情報収集作業の処理優先度を決定し、前記処理優先度の高い順に前記情報収集作業を整列し、
対応づけ手段が、前記作業履歴毎に設けられ、前記障害案件を処理する際に、当該作業履歴に含まれる前記情報収集作業の順に処理が行われたことを示す案件数に基づいて、前記解決処置の種別毎に、当該解決処置の使用優先度が高い前記情報収集作業から優先的に当該解決処置に対応する前記情報収集作業として対応づけ、
表示手段が、前記整列手段によって整列された順に前記情報収集作業の処理を実行するように示し、前記情報収集作業の実行結果に対して第3の格納手段に格納された予め用意された条件を課し、前記条件を満たした場合に実行した前記情報収集作業に対応づけられた前記解決処置を実行することで保守を終了できる手順を表示する、
ことを特徴とする保守業務支援方法。 - 保守の手順を提示する処理をコンピュータに実行させる保守業務支援装置において、
障害案件を処理する際に行った情報収集作業毎の処理時間を格納した第1の格納手段と、前記障害案件毎に記録され、前記情報収集作業の遷移および障害の原因が判明した後にその原因を解決するために採られた処置を示す解決処置を含む作業履歴を格納した第2の格納手段とに格納された情報に基づいて、前記情報収集作業の処理優先度を決定し、前記処理優先度の高い順に前記情報収集作業を整列する整列手段と、
前記作業履歴毎に設けられ、前記障害案件を処理する際に、当該作業履歴に含まれる前記情報収集作業の順に処理が行われたことを示す案件数に基づいて、前記解決処置の種別毎に、当該解決処置の使用優先度が高い前記情報収集作業から優先的に当該解決処置に対応する前記情報収集作業として対応づける対応づけ手段と、
前記整列手段によって整列された順に前記情報収集作業の処理を実行するように示し、前記情報収集作業の実行結果に対して第3の格納手段に格納された予め用意された条件を課し、前記条件を満たした場合に実行した前記情報収集作業に対応づけられた前記解決処置を実行することで保守を終了できる手順を表示する表示手段と、
を有することを特徴とする保守業務支援装置。
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