Trouble coping method for information technology system

• US 8,522,078 B2
• Filed: 03/23/2009
• Issued: 08/27/2013
• Est. Priority Date: 03/27/2008
• Status: Active Grant

• Current Assignee: Fujitsu Limited
• Original Assignee: Fujitsu Limited
• Inventors: Shimada, Kuniaki, Matsumoto, Yasuhide, Watanabe, Yukihiro, Wada, Yuji, Matsubara, Masazumi, Morimoto, Kenji, Katsuno, Akira
• Primary Examiner(s): Bonzo, Bryce
• Assistant Examiner(s): Mehrmanesh, Elmira
• Application Number:
  US12/409,273
• Publication Number:
  US 20090249130A1
• Time in Patent Office: 1,618 Days
• Field of Search: 714/26, 714/46, 714/48, 714/57
• US Class Current: 714/26
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04L 41/5061 characterised by the interaction between service providers and their network customers, e.g. customer relationship management
• CPC Class Codes: H04L 41/5074 Handling of user complaints or trouble tickets

Abstract

A trouble coping apparatus includes an incident registration section which registers information about an incident which has solved a problem, a solution knowledge generation section which generates trouble solution knowledge from the incident information, a risk registration section which registers risk items which are materials for judging appropriateness of selection of a work candidate, with the trouble solution knowledge, a risk evaluation section which generates navigation information showing a trouble solution procedure from the trouble solution knowledge, and a solution procedure display section which displays the navigation information.

Claims

1. A trouble coping apparatus comprising:

a memory; and

a processor to be coupled to the memory and execute a procedure including;

registering information about an incident which has solved a trouble;

generating trouble solution knowledge from the incident information;

registering risk items which are characteristics of said incident that are usable to determine appropriateness of selection of a corresponding work candidate for solving the trouble, with the trouble solution knowledge;

selecting at least two work candidates, along with risk items corresponding to the work candidates, registered in the trouble solution knowledge, for solving the trouble;

generating navigation information showing a trouble solution procedure based on the selected work candidates and the corresponding risk items; and

outputting the navigation information on a display to enable a user to select the work candidate for solving the trouble from the selected work candidates based on the risk items corresponding to the selected work candidates.

2. The trouble coping apparatus according to claim 1, wherein the registering of the risk items adds risk values indicating a degree of risk to the work candidates;

and

the navigation information includes the work candidates.

3. The trouble coping apparatus according to claim 1, wherein the navigation information includes a solution procedure showing the solution knowledge in a visualized flow.

4. The trouble coping apparatus according to claim 1, wherein the risk item candidates include cost with the solution knowledge.

5. The trouble coping apparatus according to claim 1, wherein the risk item candidates include probability with the solution knowledge.

6. The trouble coping apparatus according to claim 1, wherein the risk item candidates include occurrence probability with the solution knowledge.

7. The trouble coping apparatus according to claim 1, wherein the risk item candidates include any multiple risk items, among time required, cost, probability and occurrence probability, with the solution knowledge.

8. The trouble coping apparatus according to claim 1, the procedure further comprising:

registering priority rankings among the multiple risk item candidates to select the risk item.

9. The trouble coping apparatus according to claim 8, wherein the registering the priority rankings weights registered risk items among the multiple risk item candidates.

10. The trouble coping apparatus according to claim 1, wherein risk item includes time required with the solution knowledge, the time comprising a maximum time and a minimum time and being calculated from the incident without input from a user.

11. The trouble coping apparatus according to claim 1, wherein the risk item includes time required with the solution knowledge, the time comprising an average time and being calculated from the incident without input from a user.

12. A trouble coping method comprising:

registering information about an incident which has solved a trouble;

generating trouble solution knowledge from the incident information;

registering risk items which are characteristics of said incident that are usable to determine appropriateness of selection of a corresponding work candidate for solving the trouble, with the trouble solution knowledge;

selecting at least two work candidates, along with risk items corresponding to the work candidates, registered in the trouble solution knowledge, for solving the trouble;

generating navigation information showing a trouble solution procedure based on the selected work candidates and the corresponding risk items; and

outputting the navigation information on a display to enable a user to select the work candidate for solving the trouble from the selected work candidates based on the risk items corresponding to the selected work candidates.

13. The trouble coping method according to claim 12, further comprising:

registering priority rankings among the multiple risk item candidates to select the risk item.

14. The trouble coping method according to claim 13, wherein in the registration of the priority rankings, weights are given to registered risk items among the multiple risk item candidates.

15. A non-transitory computer-readable storage medium recording a trouble coping program causing a computer to perform a process comprising:

registering information about an incident which has solved a trouble;

generating trouble solution knowledge from the incident information;

registering risk items which are characteristics of said incident that are usable to determine appropriateness of selection of a corresponding work candidate for solving the trouble, with the trouble solution knowledge;

selecting at least two work candidates, along with risk items corresponding, to the work candidates, registered in the trouble solution knowledge, for solving the trouble;

generating navigation information showing a trouble solution procedure based on the selected work candidates and the corresponding risk items; and

outputting the navigation information on a display to enable a user to select the work candidate for solving the trouble from the selected work candidates based on the risk items corresponding to the selected work candidates.

16. The non-transitory computer-readable storage medium recording a trouble coping program according to claim 15, the process further comprising:

registering priority rankings among the multiple risk item candidates to select the risk item.

17. The non-transitory computer-readable storage medium recording a trouble coping program according to claim 16, the process further comprising:

weighting registered risk items among the multiple risk candidates.