FAILURE RESPONSE SUPPORT APPARATUS AND FAILURE RESPONSE SUPPORT METHOD
First Claim
1. A recording medium on which is stored a failure response support program which causes a computer apparatus to execute a failure response support process supporting a failure response carried out based on incident information in accordance with a failure of a management subject apparatus, the program causing the computer to execute:
- a failure response step management procedure which manages steps of the response to the failure with the incident information;
a response knowledge acquisition procedure which, referring to failure response information in which is described response knowledge corresponding to each step of the response to the failure, acquires response knowledge for the failure in accordance with the steps of the response to the failure managed by the failure response step management procedure with the incident information, anda response knowledge process execution procedure which executes a process in accordance with the response knowledge for the failure.
1 Assignment
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Accused Products
Abstract
A recording medium stores a program which causes a computer to execute a process for responding to failure of a management subject apparatus, based on incident information. The program causes the computer to execute a management procedure. The procedure manages steps of the response to the failure with the incident information. A response knowledge acquisition procedure referring to failure response information in which is described response knowledge corresponding to each step of the response to the failure, and acquires response knowledge for the failure in accordance with the step of the response to the failure managed by the failure response step management procedure with the incident information. A response knowledge process execution procedure executes a process in accordance with the response knowledge for the failure acquired by the response knowledge acquisition procedure.
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Citations
10 Claims
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1. A recording medium on which is stored a failure response support program which causes a computer apparatus to execute a failure response support process supporting a failure response carried out based on incident information in accordance with a failure of a management subject apparatus, the program causing the computer to execute:
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a failure response step management procedure which manages steps of the response to the failure with the incident information; a response knowledge acquisition procedure which, referring to failure response information in which is described response knowledge corresponding to each step of the response to the failure, acquires response knowledge for the failure in accordance with the steps of the response to the failure managed by the failure response step management procedure with the incident information, and a response knowledge process execution procedure which executes a process in accordance with the response knowledge for the failure. - View Dependent Claims (2, 3, 4)
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5. A recording medium on which is stored a failure response support program which causes a computer apparatus to execute a failure response support process supporting a failure response carried out based on incident information in accordance with a failure of a management subject apparatus, the program causing the computer to execute:
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an incident information generation procedure which generates incident information based on failure information output from the management subject apparatus, in which a failure has occurred; a material collection procedure which, based on a symptom of the failure included in the incident information generated by the incident information generation procedure, refers to a material collection knowledge database in which (a) the symptom of the failure, and (b) distinguishing information of material necessary for identifying a cause of the failure which brings about the symptom, are stored and correlated, acquires the distinguishing information of the material necessary for identifying the cause of the failure, and collects material corresponding to the acquired material distinguishing information from the management subject apparatus; a failure cause identification procedure which, based on the symptom of the failure and information relating to the material collected by the material collection procedure, identifies the cause of the failure by referring to a failure cause identification knowledge database in which (a) the symptom of the failure, (b) the information relating to the material collected by the material collection procedure, and (c) the cause of the failure, are stored and correlated; a response determination procedure which, based on the cause of the failure acquired by the failure cause identification procedure, refers to a response determination knowledge database in which (a) the cause of the failure and (b) a response to the cause of the failure, are stored and correlated, and decides on a response method for the cause of the failure, and a response method acquisition procedure which, based on the response to the cause of the failure decided on by the response determination procedure, refers to a response method knowledge database in which the response to the cause of the failure and a specific response method for the cause of the failure are stored and correlated, and acquires the specific response method for the cause of the failure, wherein in the event that the cause of the failure is not identified by the failure cause identification procedure, the program causes the computer apparatus to execute the material collection procedure again. - View Dependent Claims (6, 7)
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8. A failure response support apparatus which supports a failure response carried out based on incident information in accordance with a failure of a management subject apparatus, the apparatus comprising:
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an incident information generation unit which generates incident information based on failure information output from the management subject apparatus, in which a failure has occurred; a material collection knowledge database in which a symptom of the failure, and distinguishing information of material necessary for identifying a cause of the failure which brings about the symptom, are stored and correlated; a material collection unit which, based on a symptom of the failure included in the incident information generated by the incident information generation unit, refers to the material collection knowledge database, acquires the distinguishing information of the material necessary for identifying the cause of the failure, and collects material corresponding to the acquired material distinguishing information from the management subject apparatus; a failure cause identification knowledge database in which the symptom of the failure, information relating to the material collected by the material collection unit, and the cause of the failure are stored and correlated; a failure cause identification unit which, based on the symptom of the failure and the information relating to the material collected by the material collection unit, identifies the cause of the failure by referring to the failure cause identification knowledge database; a response determination knowledge database in which the cause of the failure and a response to the cause of the failure are stored and correlated; a response determination unit which, based on the cause of the failure acquired by the failure cause identification unit, refers to the response determination knowledge database, and decides on a response method for the cause of the failure; a response method knowledge database in which the response to the cause of the failure and a specific response method for the cause of the failure are stored correlated; and a response method acquisition unit which, based on the response to the cause of the failure decided on by the response determination unit, refers to the response method knowledge database, and acquires the specific response method for the cause of the failure. - View Dependent Claims (9, 10)
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Specification