JP5347335B2 - Control program, control device, and control method - Google Patents

Description

The present invention relates to a control program, a control device, and a control method for generating knowledge for coping with trouble.

  2. Description of the Related Art Conventionally, in troubleshooting a part of IT system operation management work, it has been known that knowledge of procedures for dealing with troubles that have occurred in the past is stored in a database. For example, when trouble occurs, when the symptom is input, “trouble handling knowledge” describing the action to be performed next to the input symptom is sequentially output (see Patent Document 1).

  On the other hand, after the operation manager or the like deals with the trouble, a procedure manual for dealing with the trouble is created. It is necessary to add the existing procedure manual created in this way to a database in which trouble handling knowledge is stored (hereinafter referred to as trouble handling knowledge DB).

  For example, as a method of adding a procedure manual to the trouble handling knowledge DB, a method of adding the procedure manual to the trouble handling knowledge DB after interpreting the procedure manual and manually converting the procedure manual to knowledge is known. Further, as a method of adding a procedure manual to the trouble handling knowledge DB, there is also known a method of adding a procedure manual to the trouble handling knowledge DB after structuring and converting the procedure manual into natural language processing such as morphological analysis and converting it into knowledge. .

JP-A-5-307484

  By the way, with the above-described technique for manualizing procedure manuals, there is a problem that it takes time and effort because the operation manager needs to manually knowledge the procedure manuals for the ever increasing number of procedure manuals. In addition, with the technology that converts the procedure manual into a natural language process and converts it into a knowledge, the human being cannot interpret and interpret the context and line spacing (hereinafter referred to as tacit knowledge). However, there was a problem that ambiguous trouble handling knowledge was generated.

  Accordingly, the present invention has been made to solve the above-described problems of the prior art, and it is an object of the present invention to easily generate trouble handling knowledge with a clear procedure without taking time and effort.

  In order to solve the above-mentioned problems and achieve the purpose, this program uses the information about work history and attribute information to create trouble-handling knowledge to which attributes are added, Requirement to be added to coping knowledge.

  The disclosed apparatus has an effect of easily generating trouble handling knowledge with a clear procedure without taking time and effort.

Exemplary embodiments of a control program, a control device, and a control method according to the present invention will be described below in detail with reference to the accompanying drawings.

  In the following embodiment, the configuration and process flow of the existing failure handling procedure knowledge acquisition apparatus according to the first embodiment will be described in order, and finally the effects of the first embodiment will be described.

[Configuration of existing troubleshooting procedure knowledge device]
First, the configuration of the existing failure handling procedure knowledge generating device 10 will be described with reference to FIGS. FIG. 1 is a block diagram illustrating the configuration of the existing failure handling procedure knowledge generating apparatus according to the first embodiment. FIG. 2 is a diagram for explaining the processing of the work history storage unit. FIG. 3 is a diagram for explaining the processing of the work history knowledge generating unit. FIG. 4 is a diagram for explaining the processing of the related knowledge extraction unit. FIG. 5 is a diagram for explaining the process of extracting the prepared troubleshooting knowledge.

  As shown in FIG. 1, this existing failure handling procedure knowledge obtaining apparatus 10 includes a control unit 20 and a storage unit 30, and is connected to a trouble handling knowledge DB 40 through a bus or the like. The processing of each of these units will be described below.

  The storage unit 30 stores data and programs necessary for various processes performed by the control unit 20, and particularly includes a work history storage unit 31 and a handling knowledge storage unit 32.

  The work history storage unit 31 stores information related to a work history performed on the operation terminal and attribute information of the work history in association with each other. Specifically, the work history storage unit 31 uses the operation history of the operation terminal performed by the operation manager or the like as a countermeasure for a new trouble to set a command / response pair as one “operation” by the work history storage unit 21 described later. The operation terminal log structured as is stored.

  Then, the work history storage unit 31 includes, as attribute information, reference document information (for example, a document name and a URL) that is referred to by the work history storage unit 21 at the time of operation, and a reference part that indicates a reference part in the document. Information (for example, chapter, section, page, etc.) is stored in association with the operation terminal log (see FIG. 2 described in detail later). The attribute information is not limited to the document information, but may include the name of the operation manager who has dealt with the trouble.

  The coping knowledge storage unit 32 stores new trouble coping knowledge. Specifically, the coping knowledge storage unit 32 stores the trouble coping knowledge created by the work history knowledge unit 22 described later (see FIG. 3 described in detail later).

  The control unit 20 has an internal memory for storing a program that defines various processing procedures and necessary data, and executes various processes. In particular, a work history storage unit 21, a work history knowledge unit 22, a knowledge addition unit 23, and a related knowledge extraction unit 24 are provided.

  The work history storage unit 21 stores information related to the work history performed at the operation terminal and attribute information of the work history in the work history storage unit 31 in association with each other. Specifically, as illustrated in FIG. 2, the work history storage unit 21 includes a “reference console” for referring to a document and a “response console” for troubleshooting.

  When the reference document information is acquired, the reference console of the work history storage unit 21 stores the acquired reference document information in a predetermined storage unit, and then opens and references the reference document ((( 1)). Then, in the countermeasure control of the work history storage unit 21, trouble management is performed by an operation manager or the like (see (2) in FIG. 2).

  Subsequently, the reference console of the work history storage unit 21 stores the reference location information in a predetermined storage unit, displays the document content of the reference location, and receives the change of the reference location until an end instruction is issued. repeat. The work history storage unit 21 notifies the handling console side of reference document information and reference location information stored in a predetermined storage unit (see (3) in FIG. 2).

  In addition, when the console for handling in the work history storage unit 21 is connected to a trouble handling target device, creation of a work history is started. And the work history storage part 21 will acquire the reference document information and reference location information at the time of command acquisition, if a command (command) is acquired (refer (3) of FIG. 2).

  Subsequently, the coping console of the work history storage unit 21 transmits the acquired command and receives the response, and then sets the “command” and “response” pair of the previous operation as a Rule (or symptom), and the next The operation record is structured with the “command” of the operation to be performed as Effect (or countermeasure). Thereafter, the work history storage unit 21 assigns reference document information and reference location information to the structured operation record and stores them in the work history storage unit 31 (see (4) in FIG. 2).

  The work history knowledge generating unit 22 creates trouble handling knowledge having attributes by using information on the work history and attribute information. Specifically, as illustrated in FIG. 3, the work history knowledge unit 22 reads out information on the work history, reference document information, and reference location information stored in the work history storage unit 31.

  Then, the work history knowledge unit 22 takes the pair of “command” and “response” of the previous operation as a Rule (or symptom), and handles the “command” of the next operation as an Effect (or countermeasure). Create knowledge. Subsequently, the work history knowledge generating unit 22 assigns reference document information and reference location information for each generated trouble handling knowledge.

  For example, the work history knowledge generating unit 22 gives “YY C company troubleshooting know-how collection” as the reference document of (2) and describes “2” as the reference location of “2”. 3.2 DB response delay "is given.

  The knowledge adding unit 23 adds the prepared troubleshooting information to the existing troubleshooting knowledge stored in the troubleshooting knowledge DB 40. Specifically, the knowledge adding unit 23 converts the trouble handling knowledge provided with the reference document information and the reference location information generated by the work history knowledge converting unit 22 into the existing trouble handling knowledge stored in the trouble handling knowledge DB 40. to add.

  The related knowledge extraction unit 24 extracts troubleshooting knowledge corresponding to the input attribute information, and outputs the extracted troubleshooting knowledge. Specifically, as illustrated in FIG. 4, when the reference document information is input (see (1) in FIG. 4), the related knowledge extracting unit 24 acquires the troubleshooting information having the input reference document information. Search from the trouble handling knowledge DB 40 and extract all trouble handling knowledge that matches the reference document (see (2) in FIG. 4).

  Then, the related knowledge extraction unit 24 extracts one of the extracted troubleshooting information, acquires the reference location information of the troubleshooting information, and determines whether the acquired reference location information is in the reference location table. As a result, when the reference location information is not in the reference location table, the related knowledge extraction unit 24 adds an entry to the reference location table and adds knowledge content to the added entry.

  Further, when the reference location information is in the reference location table, the related knowledge extraction unit 24 adds the knowledge content to the entry of the reference location table. Thereafter, the above processing is repeated for all the extracted troubleshooting knowledge, and the troubleshooting knowledge is classified by reference location (see (3) in FIG. 4).

  And the related knowledge extraction part 24 presents the content of a reference location table (refer (4) of FIG. 4). Thereafter, the operation manager can compare and evaluate the contents of the reference document and the prepared troubleshooting knowledge (see (5) in FIG. 4).

  Here, the flow of a series of processing from when the trouble is solved by existing trouble handling until the knowledge of trouble dealing is extracted will be described using the example of FIG. As illustrated in the figure, when the operation manager cannot cope with the existing trouble handling (see (1) in FIG. 5), the user is dealt with referring to the existing document ((2) in FIG. 5). reference).

  Then, the existing failure handling procedure knowledge creating apparatus 10 creates trouble handling knowledge having a reference to the existing document (see (3) in FIG. 5). Thereafter, when the reference document information is input by the operation manager, the existing failure handling procedure knowledge generating apparatus 10 extracts trouble handling knowledge related to the existing document (see (4) in FIG. 5), and extracts the existing document. It is possible to verify.

[Processing by the existing trouble handling procedure knowledge system]
Next, processing performed by the existing failure handling procedure knowledge generating apparatus 10 according to the first embodiment will be described with reference to FIGS. FIGS. 6 to 8 are flowcharts for explaining the processing procedure of the existing failure handling procedure knowledge generating apparatus 10 according to the first embodiment.

  As shown in FIG. 6, when the reference document information is acquired in the reference console of the existing failure handling procedure knowledge generating apparatus 10 (step S <b> 101), after the acquired reference document information is stored in a predetermined storage unit ( In step S102, the reference document is opened (step S103). Then, the existing failure handling procedure knowledge obtaining apparatus 10 determines whether or not there is an end instruction (step S104). If there is no end instruction (No at step S104), the reference location information is stored in a predetermined storage unit (step S104). S105).

  Then, the existing failure handling procedure knowledge obtaining apparatus 10 displays the document content of the reference location (step S106), receives the change of the reference location (step S107), and returns to step S104. Then, the existing failure handling procedure knowledge obtaining apparatus 10 determines whether or not there is an end instruction (step S104), and when there is no end instruction (No at step S104), repeats the processing from step S105 to step S107.

  Further, when there is an end instruction (Yes at step S104), the existing failure handling procedure knowledge generating apparatus 10 ends the process. The existing failure handling procedure knowledge acquisition device 10 notifies the handling console side of reference document information and reference location information stored in a predetermined storage unit.

  Subsequently, as shown in FIG. 7, when the coping console of the existing fault coping procedure knowledge making apparatus 10 is connected to a trouble coping device (step S201), work history creation is started (step S202). Then, the existing failure handling procedure knowledge obtaining apparatus 10 determines whether or not an end instruction has been received (step S203). If no end instruction has been received (No at step S203), a command (command) is acquired (step S204). Reference document information and reference location information are acquired (step S205).

  Subsequently, the existing failure handling procedure knowledge acquisition device 10 transmits the acquired command (step S206) and receives a response (step S207). After that, the existing failure handling procedure knowledge obtaining apparatus 10 sets the pair of “command” and “response” of the previous operation as Rule (or symptom) and sets the “command” of the next operation as Effect (or handling). Structure operation records. Then, the existing failure handling procedure knowledge obtaining apparatus 10 adds the reference document information and the reference location information to the structured operation record and stores them in the work history storage unit 31 (step S208).

  Subsequently, as shown in FIG. 8, when the reference document information is input, the existing failure handling procedure knowledge generating apparatus 10 searches the troubleshooting knowledge DB 40 for troubleshooting knowledge having the input reference document information, and refers to it. Trouble handling knowledge matching the document is extracted (step S301).

  Then, the existing failure handling procedure knowledge obtaining apparatus 10 determines whether or not there is one or more extracted trouble handling knowledge (step S302), and if there is one or more (Yes in step S302), the extracted trouble handling knowledge is obtained. One of them is taken out (step S303). Subsequently, the existing failure handling procedure knowledge acquisition apparatus 10 acquires reference location information of troubleshooting knowledge (step S304), and determines whether the acquired reference location information is in the reference location table (step S305).

  As a result, when the reference location information is not in the reference location table (No at step S305), the existing failure handling procedure knowledge generating apparatus 10 adds an entry to the reference location table (step S306), and knowledge is added to the added entry. Is added (step S307).

  Further, when the reference location information is in the reference location table (Yes at step S305), the existing failure handling procedure knowledge generating apparatus 10 adds the knowledge content to the entry of the reference location table (step S307). Thereafter, the existing failure handling procedure knowledge generating apparatus 10 returns to step S302 to determine whether there is one or more remaining trouble handling knowledge, and when there is one or more remaining trouble handling knowledge (Yes in step S302). The processes of steps S303 to S307 are repeated.

  Further, when there is no remaining trouble handling knowledge (No at Step S302), the existing failure handling procedure knowledge generating apparatus 10 writes out and presents the contents of the reference location table (Step S308). After that, the operation manager can compare and evaluate the contents of the reference document and the prepared troubleshooting knowledge.

[Effect of Example 1]
As described above, the existing failure handling procedure knowledge generating apparatus 10 associates information related to work history with attribute information and stores the information in the work history storage unit 31, and information related to the work history stored in the work history storage unit 31 and Use the attribute information to create troubleshooting knowledge with attributes. Then, the existing failure handling procedure knowledge obtaining apparatus 10 adds the created troubleshooting information to the existing troubleshooting knowledge. For this reason, as a result of automatically creating troubleshooting knowledge with a clear basis, it is possible to easily generate troubleshooting knowledge with a clear procedure without taking time and effort.

  Further, according to the first embodiment, the existing failure handling procedure knowledge obtaining apparatus 10 uses the reference history information that is referred to at the time of troubleshooting as the attribute information and the reference location information that indicates the location in the document as work history. The information is stored in the work history storage unit 31 in association with the information. Then, using the information and attributes relating to the work history stored in the work history storage unit 31, trouble handling knowledge having the reference document information and the reference location information as attributes is created. For this reason, as a result of being able to grasp the name and location of the referenced document, the procedure manual and reference document that became the basis for troubleshooting knowledge can be clarified, and clearer troubleshooting knowledge can be generated. .

  In addition, according to the first embodiment, the troubleshooting knowledge corresponding to the input attribute information is extracted and the extracted troubleshooting knowledge is output. Therefore, the troubleshooting knowledge having an arbitrary document as an attribute is extracted and used. It can be presented to the administrator. As a result, the operation manager or the like can compare / evaluate the content of the reference document with the trouble-handling knowledge created, and can grasp the tacitly inferred part in the document.

  Although the embodiments of the present invention have been described so far, the present invention may be implemented in various different forms other than the embodiments described above. Therefore, another embodiment included in the present invention will be described below as a second embodiment.

(1) System Configuration, etc. Further, each component of each illustrated apparatus is functionally conceptual and does not necessarily need to be physically configured as illustrated. In other words, the specific form of distribution / integration of each device is not limited to that shown in the figure, and all or a part thereof may be functionally or physically distributed or arbitrarily distributed in arbitrary units according to various loads or usage conditions. Can be integrated and configured. For example, the work history storage unit 21 and the work history knowledge unit 22 may be integrated.

(2) Program By the way, various processes described in the above embodiments can be realized by executing a program prepared in advance by a computer. In the following, an example of a computer that executes a program having the same function as that of the above embodiment will be described with reference to FIG. FIG. 9 is a diagram illustrating a computer that executes an existing failure handling procedure knowledge program.

  As shown in the figure, a computer 600 as an existing failure handling procedure knowledge acquisition device is configured by connecting an HDD 610, a RAM 620, a ROM 630, and a CPU 640 through a bus 650.

  The ROM 630 stores an existing trouble handling procedure knowledge program that exhibits the same function as the above embodiment, that is, as shown in FIG. 9, a work history storage program 631, a work history knowledge program 632, a knowledge addition program. 633 and a related knowledge extraction program 634 are stored in advance. Note that the programs 631 to 634 may be appropriately integrated or distributed in the same manner as each component of the existing failure handling procedure knowledge generating apparatus shown in FIG.

  Then, the CPU 640 reads out these programs 631 to 634 from the ROM 630 and executes them, so that each program 631 to 634 has a work history storage process 641, a work history knowledge process 642, and a knowledge addition as shown in FIG. The process 643 and the related knowledge extraction process 644 come to function. Each process 641 to 644 corresponds to the work history storage unit 21, the work history knowledge unit 22, the knowledge addition unit 23, and the related knowledge extraction unit 24 shown in FIG.

  Further, as shown in FIG. 9, the work history information 611 and the handling knowledge information 612 are provided in the HDD 610. The work history information 611 and the handling knowledge information 612 correspond to the work history storage unit 31 and the handling knowledge storage unit 32 illustrated in FIG. The CPU 640 reads the work history information 611 and the handling knowledge information 612, stores them in the RAM 620, and executes processing based on the information stored in the RAM 620.

It is a block diagram which shows the structure of the existing troubleshooting procedure knowledge acquisition apparatus which concerns on Example 1. FIG. It is a figure for demonstrating the process of a work history storage part. It is a figure for demonstrating the process of the work history knowledge conversion part. It is a figure for demonstrating the process of a related knowledge extraction part. It is a figure for demonstrating the process which extracts the prepared troubleshooting information. 6 is a flowchart for explaining a processing procedure of the existing failure handling procedure knowledge acquisition apparatus according to the first embodiment; 6 is a flowchart for explaining a processing procedure of the existing failure handling procedure knowledge acquisition apparatus according to the first embodiment; 6 is a flowchart for explaining a processing procedure of the existing failure handling procedure knowledge acquisition apparatus according to the first embodiment; It is a figure which shows the computer which executes the existing trouble handling procedure knowledge acquisition program.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 Existing trouble handling procedure knowledge acquisition apparatus 20 Control part 21 Work history storage part 22 Work history knowledge part 23 Knowledge addition part 24 Related knowledge extraction part 30 Storage part 31 Work history storage part 32 Dealing knowledge storage part

Claims (5)

Get information about the work history entered from the console that accepts command input,
Obtaining attribute information related to the work history, including reference document information referred to when the command is input and stored in the first storage unit ;
Storing the acquired information related to the work history and the attribute information related to the acquired work history in the second storage unit;
Based on the information related to the work history and the attribute information stored in the second storage unit, the handling information to which the attribute information is added is created,
Add the created action information,
A control program for causing a computer to execute processing. The process of acquiring the attribute information acquires reference document information that is referred to when troubleshooting a problem as the attribute information and reference location information that indicates a location that is referenced in the document,
The storing process stores the reference document information and the reference location information in the second storage unit in association with information on the work history,
The control program according to claim 1, wherein the creating process creates handling information having the reference document information and the reference location information as attributes. The control program according to claim 1 or 2, further causing the computer to execute processing for extracting the handling information corresponding to the input attribute information and outputting the extracted handling information. First acquisition means for acquiring information related to a work history input from a coping console that receives command input;
Second acquisition means for acquiring attribute information related to a work history, including reference document information that is referred to when the command is input and stored in the first storage unit ;
Storage means for associating the information about the work history acquired by the first acquisition means with the attribute information of the work history acquired by the second acquisition means in a second storage unit;
Based on the information on the work history stored in the second storage unit and the attribute information, the knowledge generating means for creating the handling information to which the attribute information is added;
Knowledge adding means for adding the handling information created by the knowledge making means;
A control device comprising: And Tokusu step first taken to obtain information about the work history that has been input from the deal console that accepts the input of the command,
A second acquisition step of acquiring attribute information related to the work history, including reference document information that is referred to when the command is input and is stored in the first storage unit ;
A storing step of associating the acquired information related to the work history and the attribute information related to the acquired work history in the second storage unit;
Based on the information related to the work history stored in the second storage unit and the attribute information, a knowledge-making step for creating coping information to which the attribute information is added;
An additional step of adding the handling information created by the knowledge step;
The control method characterized by including.

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