Trouble coping method for information technology system
First Claim
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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.
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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.
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Citations
17 Claims
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1. A trouble coping apparatus comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A trouble coping method comprising:
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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. - View Dependent Claims (13, 14)
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15. A non-transitory computer-readable storage medium recording a trouble coping program causing a computer to perform a process comprising:
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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. - View Dependent Claims (16, 17)
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Specification