TROUBLE COPING METHOD FOR INFORMATION TECHNOLOGY SYSTEM

• US 20090249130A1
• Filed: 03/23/2009
• Published: 10/01/2009
• Est. Priority Date: 03/27/2008
• Status: Active Grant

• Current Assignee: Fujitsu Limited
• Original Assignee: Fujitsu Limited
• Inventors: Morimoto, Kenji, Matsubara, Masazumi, Watanabe, Yukihiro, Matsumoto, Yasuhide, Shimada, Kuniaki, Wada, Yuji, Katsuno, Akira
• Granted Patent: US 8,522,078 B2
• Time in Patent Office: Days
• US Class Current: 714/48
• 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:

an incident registration section which registers information about an incident which has solved a trouble;

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.

2. The trouble coping apparatus according to claim 1, wherein the risk registration section adds risk values indicating the degree of risk to work candidates and causes the solution procedure display section to display the work candidates.

3. The trouble coping apparatus according to claim 1, wherein the risk registration section causes the solution procedure display section to display a solution procedure showing the solution knowledge in a visualized flow.

4. The trouble coping apparatus according to claim 1, wherein the risk registration section registers time required with the solution knowledge as a risk item.

5. The trouble coping apparatus according to claim 1, wherein the risk registration section registers cost with the solution knowledge as a risk item.

6. The trouble coping apparatus according to claim 1, wherein the risk registration section registers probability with the solution knowledge as a risk item.

7. The trouble coping apparatus according to claim 1, wherein the risk registration section registers occurrence probability with the solution knowledge as a risk item.

8. The trouble coping apparatus according to claim 1, wherein the risk registration section registers any multiple risk items, among time required, cost, probability and occurrence probability, with the solution knowledge as risk items.

9. The trouble coping apparatus according to claim 1, further comprising

a policy registration section which registers priority rankings of multiple risk items to determine a solution procedure.

10. The trouble coping apparatus according to claim 9, wherein the policy registration section weights registered risk items among the multiple risk items.

11. 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 materials for judging appropriateness of selection of a work candidate, with the trouble solution knowledge;

generating navigation information showing a trouble solution procedure from the trouble solution knowledge; and

displaying the navigation information.

12. The trouble coping method according to claim 11, further comprising

registering priority rankings of multiple risk items to determine a solution procedure.

13. The trouble coping method according to claim 12, wherein in the registration of the priority rankings, weights are given to registered risk items among the multiple risk items.

14. A recording 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 materials for judging appropriateness of selection of a work candidate, with the trouble solution knowledge;

generating navigation information showing a trouble solution procedure from the trouble solution knowledge; and

displaying the navigation information.

15. The recording medium recording a trouble coping program according to claim 14, the process further comprising

registering priority rankings of multiple risk items to determine a solution procedure.

16. The recording medium recording a trouble coping program according to claim 15, the process further comprising

weighting registered risk items among the multiple risk items.