CN103455864A - Integrated operation and maintenance management platform based on uniform configuration library and knowledge base - Google Patents

Abstract

The invention provides an integrated operation and maintenance management platform based on a uniform configuration library and a knowledge base. The integrated operation and maintenance management platform simultaneously comprises a configuration relation manager 712, a knowledge base device 714, a request initializing device 702, an interrupt management device 704, a request allocation device 706, a request processing device 708 and a processing checking device 710. The request initializing device 702, the interrupt management device 704, the request allocation device 706, the request processing device 708 and the processing checking device 710 are sequentially connected and are connected with the configuration relation manager 712 and the knowledge base device 714. The automation degree of operation and maintenance and processing efficiency are improved, matching and coordination between system modules are good, and technical supports and possibility are provided for rich and overall operation and maintenance management.

Description

Integrated operation management platform based on unified repository and knowledge base

Technical field

The present invention relates to IT O&M field, particularly a kind of integrated operation management platform based on unified repository and knowledge base.

Background technology

Deep development along with informatization, IT system becomes the critical infrastructures of supporting core business day by day, and the continuous lifting of the scale of IT system and precision, again the operation management activity of IT system is had higher requirement, information infrastructure library (ITIL), as one of Practical methodology of ripe and the most outstanding IT system operation management, all the more the attention and the management that are subject to various organization are deferred to, in order better to implement, execution meets the management design of ITIL, various O&M management tools are developed, these instruments are intended to auxiliary ITIL process, improve the seamless and robotization of workflow, thereby be beneficial to receiving and the fusion of tissue to the ITIL process, improve the efficiency of ITIL process.

Yet, the integrated level of existing O&M management tool is low, single management tool can only manage one or several process in the ITIL core process, this will bring problems to whole O&M activity, such as in the realization of Configuration Management Database (CMDB), because do not consider integrated needs, and more pay close attention to server but not application, and the different instruments based on same management adopt easy configuration database separately, this will cause the problem that configuration data is abundant and complete not, and cause the contradiction between different management processes because the renewal of repository is asynchronous; Again such as prior art using knowledge base management as an independent management activity, this will increase system overhead greatly; Such as in prior art, the integrated level of duty management and incident management is not high again, and after often causing key issue to occur, the domain expert can't know occurred problem and the scheme of solution; , shortage service level agreement indication etc. not high in the integrated level such as between monitoring management and incident management causes the supvr to be difficult to supervise O&M performance etc.

Summary of the invention

For solving the problem of aforementioned aspects, the object of the present invention is to provide a kind of implementation method of integrated O&M, can realize configuration relation management based on unified and unified knowledge base management and integrated by all ITIL core processes, this not only can realize the seamless process of the full workflow of ITIL, robotization realizes, and automaticity and the treatment effeciency of operation and request further improve, coupling between each system module and harmony are good, contradiction and mistake between each core process have been avoided, for basis and the possibility more enriched and comprehensively operation management provides technical support, and provide a kind of integrated operation management platform according to the method.

For realizing purpose of the present invention, the implementation method of this integrated O&M comprises the steps:

A. event and services request are carried out to initialization;

B. the interruption be associated with event and services request is checked;

C. event and services request are distributed to O&M personnel available in watch bill;

D. carry out the solution that event and services request are mated.

Further, the implementation method of this integrated O&M is described carries out initialization to event and services request and comprises the steps:

A. the key parameter of selecting event and services request to be complementary; Specifically comprise: Apply Names, version number, No. ID, deployment, work order type;

B. the key parameter based on selected event and services request maps out some configuration records in configuration database; Described configuration record comprises following data: queue, SLA agreement, work order Type mapping, domain expert.

This initialization procedure will be set up the work order conformed to adapted with request with this event.

Further, the described interruption inspection that event and services request are associated of the implementation method of this integrated O&M comprises:

A. when event interruption relevant to services request is instructed to, show this interruption;

B. when event and services request do not have associated interruption to be instructed to, create as required some interruptions;

C. interruption and event and services request are shone upon mutually.

When having created as required some interruptions, also comprise the step that interrupt notification is sent to user application.

Described the interruption be associated with event and services request is also checked and comprised: event and services request are calculated to the step of SLA value, after event and services request are calculated to the SLA value, will be based on a series of reports of this SLA value generation.

Further, the implementation method of this integrated O&M is described distributes to O&M personnel available in watch bill by event and services request and comprises the steps:

A. by available O&M personnel positioning in watch bill;

B. based on configuration record, the operator on duty is shown, this configuration record is some configuration records that the matching parameter based on event and services request is shone upon in the configuration relation database in event and services request initialization procedure.

Further, the described execution event of implementation method of this integrated O&M and the solution that services request is mated comprise the steps:

If a. corresponding scheme is arranged in knowledge base, the selected parameter be complementary with event and services request is retrieved this scheme when event and services request are carried out to initialization;

B. retrieval gained scheme is shown;

C. shown scheme is selected, determined most suitable scheme;

If d. in knowledge base, there is no ready-made scheme, by the O&M personnel for this event and services request distribution, create a series of schemes.

Described existing scheme in knowledge base is retrieved and included automatic searching step, according to configuration record, automatically retrieve relevant programme.

Described existing scheme in knowledge base is retrieved and comprised the step based on the existing scheme of keyword MS manual search by user application.

Described user creates new departure and comprises the steps:

A. the domain expert is examined new departure;

B. when the domain expert ratifies this new departure, this scheme is issued;

C. when the domain expert rejects this new departure, only this scheme is marked.

When in new departure, having a series of script, without the agency by server, carry out this script.

Further, the implementation method of this integrated O&M also comprises step: based on checking list, carry out a series of inspections with close event and services request.

This is closed step and can also comprise the knowledge base renewal of upgrading.

Integrated operation management platform based on unified repository and knowledge base, include processor, storer, this platform also includes configuration relation management device, knowledge base device, request apparatus for initializing, interrupt management device, request distributor, request treating apparatus simultaneously, processes testing fixture, the configuration relation management device is realized by the equipment with storage and arithmetic capability, configuration record is managed, knowledge base device is realized by the equipment with storage and arithmetic capability, the movable required various solutions of O&M are managed, the request apparatus for initializing can carry out initialization to event and services request, the interrupt management device can be checked the interruption relevant to request, the request distributor can manage the O&M personal information, the request treating apparatus can be the O&M personnel provides typing, alternately, executive's interface, process testing fixture and can confirm and carry out the inspection operation, request apparatus for initializing, interrupt management device, request distributor, request treating apparatus, processing testing fixture connect successively, and all are connected with knowledge base device with the configuration relation management device.

Further: the described request apparatus for initializing includes human-computer interaction interface, processor, storer, communication interface, the user can select at interactive interface the key parameter of description event and services request, and by this Parameter Mapping to the configuration record in the configuration relation management device.

Further: described interrupt management device includes human-computer interaction interface, processor, storer, communication interface, the user can observe at interactive interface, create interruption, select the key parameter of description event and services request, the interrupt management device can be associated with request interrupting.

Described interrupt management device can also be according to the SLA value of configuration record computation requests, and generates report based on this SLA value.

Further: the described request distributor includes human-computer interaction interface, processor, storer, communication interface, and the user can manage the O&M personnel at interactive interface, and the request distributor is asked the O&M personnel assignment based on configuration record to each.

Further: described processing testing fixture includes human-computer interaction interface, processor, storer, communication interface, addressable configuration relation management device, and can access knowledge base device based on configuration record, also provide interactive tool for O&M personnel and domain expert simultaneously.

Further: process testing fixture and include processor, storer, communication interface.

Configuration database described in the present invention based on the application but not based on server, this configuration database is metadata database.Thereby the configuration data library storage arrangements records CI other ITIL core process is closely integrated, configuration record CI is divided into application, version and deployment three layers, and application layer will be stored by field about the information of application and application content; The version layer is deposited version information, as version number, deployment provider, dependence, technology etc.; Deployment tier is deposited deployment information, as server info, database information, maintenance window etc.

The solution that the operator on duty founds all needs to examine by the domain expert, if this solution is issued in expert's approval, otherwise, this scheme is marked.

Knowledge base of the present invention is set up according to the principle of KCS process, pays close attention to the knowledge of dealing with problems.As the core of technical support tissue, KCS is a kind of method and one group of process of paying close attention to knowledge.In use, if scheme in knowledge base, directly is retrieved, otherwise the scheme that the O&M personnel are created is updated into knowledge base, and this scheme that will improve from now on provides efficiency.

Adopt the implementation method of integrated O&M of the present invention and according to the integrated operation management platform of the method, can realize configuration relation management based on unified and unified knowledge base management and integrated by all ITIL core processes, incident management, duty management, interrupt management and other management process all are integrated on information management and configuration management, improve availability and the efficiency of ITIL management process, overcome traditional separation ITIL management tool various limitations in use.

The accompanying drawing explanation

Fig. 1 is overall procedure schematic diagram of the present invention;

Fig. 2 is request initialization flowchart of the present invention;

Fig. 3 is interruption check process figure of the present invention;

Fig. 4 is the process flow diagram that the present invention is distributed request;

Fig. 5 is that request of the present invention solves process flow diagram;

Fig. 6 is structural representation of the present invention.

Embodiment

According to integrated O&M implementation method provided by the invention, described configuration database, based on application but not based on server, adopts metadata database.Thereby configuration data library storage arrangements record closely integrates other ITIL core process, configuration record application respectively, version and deployment three layers, application layer will be stored by field about the information of application and application content; The version layer is deposited version information, as version number, exploitation provider, dependence, technical characterstic etc.; Deployment tier is deposited deployment information, as server info, database information, maintenance window etc.Described knowledge base is integrated in the middle of the system that adopts the inventive method, and this knowledge base is set up according to the principle of KCS process, pays close attention to the knowledge of dealing with problems.As the core of technical support tissue, KCS is a kind of method and one group of process of paying close attention to knowledge.In use, if scheme in knowledge base, directly is retrieved, otherwise the scheme that the O&M personnel are created is updated into knowledge base, and this scheme that will improve from now on provides efficiency.Whole workflow is: at first request is carried out to initialization, and the interruption be associated with event and services request is checked; Then request is distributed to the O&M personnel in watch bill, by it, found suitable solution; Exist in knowledge base if be suitable for the scheme of this request, by the O&M personnel, implement it, if there is no suitable solution in knowledge base, the O&M personnel create new solution; This new departure is examined by the domain expert subsequently, and then issue or mark; Close this request after according to the inspection list, carrying out a series of inspections.

As depicted in figs. 1 and 2, instep 101, event and services request are initialised, instep 201, the key parameter relevant to request is selected, this key parameter comprises Apply Names, version number, dispose No. ID, the work order kind, the user must be selected aforementioned parameters, thereby according to the pre-defined rule of system, carry out clear to event and services request, comprehensively describe, this is to carry out alternately with system, the basis that provides a complete set of O&M to instruct by system organization, instep 202, map out corresponding configuration record CI in the configuration relation data according to selected key parameter, in configuration record CI including but not limited to queue, service level agreement, the work order Type mapping, the domain expert.In follow-up critical process, event and services request will be undertaken by the queue in configuration record CI and available operator on duty in watch bill associated, realize the personal management of rotation system; With service and corresponding interruption of application, also by configuration record CI, manage, event and services request are by the mapping with configuration record CI, and realization and the associate management of interrupting; The prioritization of services request will be carried out according to the SLA value of the calculating of the service level agreement in configuration record CI gained, and corresponding report generation is also according to this SLA value; The work order generation of corresponding certain event and service request also has more configuration record CI and carries out; The approving person of newly-built project also determines automatically according to configuration record CI; Suggested solution for request is also determined and provides by configuration record CI; For the supporting O&M activity of turn-off request outside basic operation and processing also confirmed and arranged according to configuration record CI.The configuration record based on application shone upon in initialization procedure, according to user-selected key parameter as can be seen here is to carry out the core of every ITIL committed step around event and services request.

As shown in figures 1 and 3, in step 102, after once request is initialised, whether will instep 301, check to this asks relevant interruption to be caused, when service or application when having failed its major function, interruption is caused automatically, when the user attempt one of initialization this when interrupting the event of corresponding application and services request, this interruption is tracked with reminding user, if this interrupts existing, instep 302, shown, if there is no, according to the judgement ofstep 303, as needs, instep 304, created, if created interruption, also should be notified to all users, when interrupting being created, upgrade, when closing, all send interrupt notification, subsequently, instep 305, the interruption that is shown or creates is by mapped, and then be associated with on event and services request.In addition, interrupting checking link, instep 306, to calculate the SLA value according to the configuration record CI of event and services request, and produce some row reports instep 307 based on this calculated value, include but not limited to SLA report, performance report, report on duty, availability report, script report etc., these reports normal supply supervisor check.

As shown in Figure 1 and Figure 4, instep 103, event and services request are assigned to O&M personnel available in watch bill, watch bill manages available personnel on a time period, to guarantee having the at any time O&M personnel to await orders, the follow-up solution for request need to be determined by distributed O&M personnel, instep 401, available O&M personnel are assigned in watch bill, instep 402, the configuration record shone upon when the O&M personnel in watch bill will be by event and services request initialization is distributed and is shown, for example, each the configuration record CI shone upon mutually with event and services request shines upon mutually with queue in configuration database, and the O&M personnel also are mapped to queue by watch bill, thereby, as long as request is not closed, O&M personnel in shifts can be automatically assigned to each request based on this configuration record, and the management of request and processing will not be subject to the O&M personnel impact of activity in shifts.

As shown in Figure 1 and Figure 5, in step 104, be confirmed or create and implemented with the solution of request coupling, this solution can be the existing scheme be retrieved from knowledge base, it can be also the new departure created by the O&M personnel, according to configuration record CI, the scheme in knowledge base is filtered and collected in step 501, if there is existing scheme in knowledge base, solution is retrieved, this retrieval can be automatic retrieval, can be also the MS manual search that the user is undertaken by keyword.The solution not only obtained in knowledge base is based on producing with the corresponding configuration record of request, and the scheme that will increase newly in follow-up link is updated to knowledge base, and this will help to reduce repeated work, quickening processing procedure for Similar Problems.The retrieval gained solution in step 502, shown, the O&M personnel select most suitable one to be carried out in step 503.In step 501, if there is no existing scheme in knowledge base, by the O&M personnel, create new departure in step 504, all newly-increased schemes must be passed through examining of domain expert, in step 505, by the domain expert, new departure is examined, expert and technology list are kept in configuration database, they shine upon mutually based on configuration record and event and services request, in step 506, check the situation of examining of new departure, approved scheme is published in step 508, scheme out of court is marked in step 507, the scheme that scheme is marked will be convenient to filter irrelevant information from knowledge base.In step 509, will whether there is executable script in the inspection scheme, these include but not limited to as SHELL script, batch processing script etc.Scheme is shone upon with event and services request mutually based on configuration record CI, and script will shine upon mutually with scheme, and toluene is carried out at the far-end of server, need to be on server installation agent.

As shown in Figure 1, instep 105, disposition based on configuration record to event and services request is checked, thereby turn-off request, checking the operation that link need to be carried out and processing and determined according to configuration record CI, when supervisory system is arrived in the O&M system integration, can realize automatically closing event request, for example, when a server is delayed machine, an event request creates according to the alarm of supervisory system, this event request is shone upon mutually based on configuration record and solution, this configuration record is that the alarm by supervisory system is associated, solution comprises the far-end booting script of a server, after this script is carried out, this event can be closed automatically.

As shown in Figure 6, be somebody's turn to do the integrated operation management platform based on unified repository and knowledge base, include configurationrelation management device 712,knowledge base device 714, request apparatus for initializing 702, interruptmanagement device 704,request distributor 706,request treating apparatus 708,processing testing fixture 710 simultaneously; Request apparatus for initializing 702, interruptmanagement device 704,request distributor 706,request treating apparatus 708,processing testing fixture 710 connect successively, and all are connected withknowledge base device 714 with configurationrelation management device 712.

Configuration relation management device 712 is realized by the equipment with storage and arithmetic capability, configuration record is managed.Knowledge base device 714 is realized by the equipment with storage and arithmetic capability, and the movable required various solutions of O&M are managed.Request apparatus for initializing 702 includes human-computer interaction interface, processor, storer, communication interface, the user can select at interactive interface the key parameter of description event and services request, and by this Parameter Mapping to the configuration record in configuration relation management device 712, complete the initialization to event and services request.Interrupt management device 704 includes human-computer interaction interface, processor, storer, communication interface, the user can observe at interactive interface, create interruption, select the key parameter of description event and services request, interrupt management device 704 can be associated with request interrupting, thereby can the interruption relevant to request be checked and manage.Request distributor 706 includes human-computer interaction interface, processor, storer, communication interface, the user can manage the O&M personnel at interactive interface, request distributor 706 is upper to each request by the O&M personnel assignment based on configuration record, realizes the O&M personal information is managed.Request treating apparatus 708 includes human-computer interaction interface, processor, storer, communication interface, and addressable configuration relation management device 712, and can access knowledge base device 714 based on configuration record also provides interactive tool for O&M personnel and domain expert simultaneously.Process testing fixture 710 and include processor, storer, communication interface, can confirm and carry out the inspection operation.

To sum up, the implementation method of this integrated operation management platform and employing thereof, configuration relation management based on unified and unified knowledge base management, by the initialization to event and services request, request is mapped to configuration record, based on this configuration record by incident management, configuration management, information management, duty management, interrupt management and other ITIL core process become one, O&M automaticity and treatment effeciency have been improved, coupling between each system module and harmony are good, contradiction and mistake between each core process have been avoided, for basis and the possibility more enriched and comprehensively operation management provides technical support.

Claims (7)

1. the integrated operation management platform based on unified repository and knowledge base, include processor, storer, it is characterized in that: this platform also includes configuration relation management device (712), knowledge base device (714), request apparatus for initializing (702), interrupt management device (704), request distributor (706), request treating apparatus (708) simultaneously, processes testing fixture (710), configuration relation management device (712) is realized by the equipment with storage and arithmetic capability, configuration record is managed, knowledge base device (714) is realized by the equipment with storage and arithmetic capability, the movable required various solutions of O&M are managed, request apparatus for initializing (702) can carry out initialization to event and services request, interrupt management device (704) can be checked the interruption relevant to request, request distributor (706) can manage the O&M personal information, request treating apparatus (708) can be the O&M personnel provides typing, alternately, executive's interface, process testing fixture (710) and can confirm and carry out the inspection operation, request apparatus for initializing (702), interrupt management device (704), request distributor (706), request treating apparatus (708), processing testing fixture (710) connect successively, and all are connected with knowledge base device (714) with configuration relation management device (712).

2. integrated operation management platform according to claim 1, it is characterized in that: described request apparatus for initializing (702) includes human-computer interaction interface, processor, storer, communication interface, the user can select at interactive interface the key parameter of description event and services request, and by this Parameter Mapping to the configuration record in configuration relation management device (712).

3. integrated operation management platform according to claim 1, it is characterized in that: described interrupt management device (704) includes human-computer interaction interface, processor, storer, communication interface, the user can observe at interactive interface, create interruption, select the key parameter of description event and services request, interrupt management device (704) can be associated with request interrupting.

4. integrated operation management platform according to claim 3 is characterized in that: described interrupt management device (704) can also be according to the SLA value of configuration record computation requests, and generates report based on this SLA value.

5. integrated operation management platform according to claim 1, it is characterized in that: described request distributor (706) includes human-computer interaction interface, processor, storer, communication interface, the user can manage the O&M personnel at interactive interface, and request distributor (706) is asked the O&M personnel assignment based on configuration record to each.

6. integrated operation management platform according to claim 1, it is characterized in that: described request treating apparatus (708) includes human-computer interaction interface, processor, storer, communication interface, addressable configuration relation management device (712), and can access knowledge base device (714) based on configuration record, also provide interactive tool for O&M personnel and domain expert simultaneously.

7. integrated operation management platform according to claim 1, is characterized in that: process testing fixture (710) and include processor, storer, communication interface.

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