JP2010211373A - Management device - Google Patents

Abstract

[PROBLEMS] To improve the efficiency of service desk operations.
A ticket holding unit holds a ticket for managing an inquiry or a service request from a user. The presentation unit 121 displays an input form including predetermined items on the screen of the terminal device 200 used by the user. The receiving unit 122 receives an input form in which an answer to an item is input from the terminal device 200 due to a user operation. The ticket processing unit 123 generates a ticket including an answer included in the received input form and an answer input due to an operator operation, and registers the ticket in the ticket holding unit 110. The ticket processing unit 123 diverts the response to the item included in the input form to fill the response column of the corresponding item of the incident ticket.
[Selection] Figure 1

Description

  The present invention relates to a management apparatus for supporting service desk work.

  IT service management is becoming more important than ever as IT infrastructure is being used by a wide range of users. Along with this, there is a demand for more efficient business processes in executing IT service management. Regarding IT service management and operation rules, the Office of Government Commerce (OGC) has published a collection of best practices called Information Technology Infrastructure Library (ITIL) (registered trademark).

  Service support is one of the cores of ITIL. Service support is described for daily system operation and user support, and consists of one function and five processes. As functions, a service desk that serves as a contact point for inquiries from users, and incident management, problem management, change management, release management, and configuration management are defined as processes.

  In the service desk business, what kind of inquiries were received from users, how they were responded to, whether functional / hierarchical escalation was necessary, whether the inquiries were closed after processing Accumulate know-how by recording various things. In order to support such service desk operations, a system for accumulating inquiries from users as incident tickets has been put into practical use (see, for example, Patent Documents 1 and 2).

JP 2008-129973 A JP 2005-011140 A

Many inquiries and service requests are sent to the service desk. Service desk operators have to do a lot of input to record them. If this input work can be reduced, the efficiency of service desk work can be improved.
The present invention has been made in view of such circumstances, and an object of the present invention is to provide a technology capable of improving the efficiency of service desk operations.

  A management device according to an aspect of the present invention includes a ticket holding unit for holding an incident ticket for managing an inquiry or a service request from a user, and an input including predetermined items on a screen of a terminal device used by the user A presentation unit for displaying a form; a receiving unit for receiving an input form in which an answer to an item is input due to a user operation from a terminal device; and a response included in the received input form and an operator operation A ticket processing unit that generates an incident ticket including an input response and registers the incident ticket in a ticket holding unit. The ticket processing unit diverts the response to the item included in the input form to fill the response field of the corresponding item of the incident ticket.

  It should be noted that any combination of the above-described constituent elements and a conversion of the expression of the present invention between a method, an apparatus, a system, a recording medium, a computer program, etc. are also effective as an aspect of the present invention.

  According to the present invention, service desk work can be made more efficient.

It is a figure which shows the structure of the management system which concerns on embodiment of this invention. It is a figure which shows an example of the input form which should be displayed on the display part of a terminal device. It is a figure which shows an example of the incident ticket which should be registered into a ticket holding part. It is a figure which shows an example (before an item name change) of the configuration screen for producing | generating an input form. It is a figure which shows an example (after an item name change) of the configuration screen for producing | generating an input form. It is a figure which shows an example of an expression conversion table. It is a flowchart which shows the flow of the incident ticket production | generation process by the management apparatus which concerns on embodiment of this invention.

  FIG. 1 is a diagram showing a configuration of a management system 500 according to the embodiment of the present invention. The management system 500 includes a management device 100 and a terminal device 200. The management apparatus 100 can be configured with at least one server and at least one console terminal. For example, a web server, a database server, and a PC may be used. The terminal device 200 can be configured by a PC. The management device 100 and the terminal device 200 can exchange information via a network (for example, the Internet).

  The management device 100 is installed at the service desk. The management apparatus 100 includes a ticket holding unit 110, a control unit 120, an expression conversion table 130, a communication unit 140, an input form holding unit 150, a display unit 160, and an operation unit 170. The control unit 120 includes a presentation unit 121, a reception unit 122, a ticket processing unit 123, and an input form generation unit 124.

  The terminal device 200 is a device owned by the user. For example, when the management system 500 is openly constructed, it is a device owned by each customer, and when the management system 500 is constructed within a company, it is a device that is permitted for use by each manager or employee. . The terminal device 200 includes a communication unit 210, a control unit 220, a display unit 230, and an operation unit 240.

  The configurations of the management device 100 and the terminal device 200 can be realized in hardware by a CPU, memory, or other LSI of an arbitrary computer, and can be realized in software by a program loaded in the memory. Here, the functional blocks realized by the cooperation are depicted. Therefore, those skilled in the art will understand that these functional blocks can be realized in various forms by hardware only, software only, or a combination thereof.

  The ticket holding unit 110 holds an incident ticket for managing an inquiry from a user or a service request from a user. In the present specification, an incident ticket refers to a ticket including data related to an incident that is created for each incident. An incident is a general term for inquiries, consultations, requests, opinions, complaints, etc. received from users. A ticket is information entered through a form.

  The presentation unit 121 displays an input form including predetermined items on the screen of the terminal device 200 used by the user. Here, the input form is generated by the input form generation unit 124 and held in the input form holding unit 150. More specifically, the presentation unit 121 acquires a specific type of input form from the input form holding unit 150, and the input form is transmitted to the communication unit 140 of the management device 100, the communication unit 210 and the control unit 220 of the terminal device 200. Via the display unit 230. At this stage, the answer column for each item in the input form is blank.

  The receiving unit 122 receives from the terminal device 200 an input form in which an answer to the above item is input due to a user operation. The answer is input from the operation unit 240 of the terminal device 200 by a user operation. More specifically, the receiving unit 122 receives an input form in which an answer to the above item is input via the control unit 220 and the communication unit 210 of the terminal device 200 and the communication unit 140 of the management device 100. At this stage, the answer column for each item of the input form is filled. Note that the answer columns for all items do not necessarily have to be filled. The user can instruct transmission to the management apparatus 100 while filling the answer field of the items that can be understood and leaving the answer field of the unknown items blank.

  The ticket processing unit 123 generates an incident ticket including an answer included in the input form received by the receiving unit 122 and an answer input due to an operator operation, and registers the incident ticket in the ticket holding unit 110. More specifically, the ticket processing unit 123 diverts the response to the item included in the input form to fill the response field of the corresponding item of the incident ticket.

  The items included in the incident ticket and the items included in the input form may be completely the same or may be partially different. For example, the former may have more items than the latter.

  When the ticket is generated, an incident ticket corresponding to an item included in the input form is filled in, and an incident ticket in which the answer column of other items is blank is displayed on the display unit 160. The operator fills the blank answer field by operating the operation unit 170. Note that the operator can correct, add, or change the description of the answer column already filled in by user input by operating the operation unit 170. The operator may ask the user for information to be supplemented using telephone, FAX, e-mail, or the like.

  The input form generation unit 124 generates an input form to be displayed on the screen of the terminal device 200 due to an operator operation. More specifically, the input form generation unit 124 displays a plurality of component data for generating the input form on the console screen (here, the display unit 160), and an operation (for example, selection by the operator) on the operation unit 170 The input form is generated due to the operation). An example of generating this input form will be described later.

  The input form generation unit 124 can set any at least one of the items included in the input form as an essential item due to the operator's selection operation. This required item can be changed arbitrarily. Furthermore, the input form generation unit 124 can be set to prohibit transmission of the input form from the terminal device 200 to the management device 100 until the answer field of the essential item is filled due to the user operation.

  The items of the input form may be described in the user expression. The item of the incident ticket may be described in the internal management expression. In this case, an expression conversion table 130 is provided. The expression conversion table 130 holds a user expression and an internal management expression in association with each other. Further, the ticket processing unit 123 refers to the expression conversion table 130 to determine the identity between the item in the input form and the corresponding item in the incident ticket. An example of the association between the user expression and the internal management expression held in the expression conversion table 130 will be described later.

  FIG. 2 shows an example of an input form to be displayed on the display unit 230 of the terminal device 200. The input form 600 includes two sections, an inquiry status and a question. The inquiry status includes three items: an inquiry status 611, an inquiry title 612, and an influence 613. The question is composed of two items, an attached file 621 and a question content 622. Each item has an answer column.

  The answer field of the inquiry status 611 is configured to be selected by the user operation as new or continued. The answer column of the attached file 621 is configured to insert a file selected by a user operation. The answer column of other items is configured to insert a character string described by a user operation. The character string may be a bullet or a complete sentence. Here, the answer of the inquiry title 612 is essential, and answers to other items are optional.

  The user of the terminal device 200 writes an answer on the input form 600 and then selects (for example, clicks) the cursor by placing a cursor (not shown) on a send button (not shown). 100.

  FIG. 3 shows an example of an incident ticket to be registered in the ticket holding unit 110. The incident ticket 700 is a ticket based on the input form 600 shown in FIG. The incident ticket 700 includes, as items, an incident ID 711, a status 712, a system name 713, a title 714, a report content 715, a response expiration date 716, a response expiration date 717, an occurrence environment 718, and a procedure manual number 719.

  Among the response fields of items included in the incident ticket 700, the description fields of the inquiry title 612 and the influence field 613 of the input form 600 are diverted to the response fields of the title 714 and the report contents 715, respectively. In addition, after the description is inserted in the answer column of the title 714 and the report content 715, the expression can be additionally corrected by an operator operation.

  An ID automatically generated by the system (more specifically, the ticket processing unit 123) is inserted into the response column of the incident ID 711. For example, serial numbers may be assigned to the IDs in order of acceptance on a daily basis. The answer fields of status 712, response time limit 716, response time limit 717, generation environment 718, and procedure manual number 719 are filled by operator operation. For example, the operator fills in the answer fields in consideration of the contents of the attached file 621 and the question contents 622 of the input form 600, the telephone call with the user, the service status of the service desk, the developer's schedule, etc. To go.

  Note that the format of the incident ticket 700 is an example, and various items such as a cause category, an urgency level, a phase, a version, and a keyword may be included as information for classifying the incident ticket.

  FIG. 4 is a diagram illustrating an example of a configuration screen (before changing the item name) for generating an input form. This configuration screen 800 is a screen generated by a predetermined configurator. The configuration screen 800 includes an unselected item list 810, a selected item list 820, a right movement key 831, and a left movement key 832. The unselected item list 810 and the selected item list 820 each include an item name, a display format, and input presence / absence as sub items. The display format is an item for designating whether only reference or editing is possible on the input form. The presence / absence of input is an item for designating whether user input is required or optional.

  In the unselected item list 810, a plurality of candidates that can be input form items are registered as the component data. Each candidate can be selected with a cursor or a thick frame (in the figure, an example of a thick frame is drawn), and the operator selects the right movement key 831 with the cursor or the thick frame positioned at a desired candidate. By operating, the candidate can be moved (more strictly, copied) to the selection item list 820. Here, the item names of the candidates in the unselected item list 810 are described in an internal management expression.

  FIG. 4 shows a state where an item for generating the input form 600 shown in FIG. 2 is selected. Here, the inquiry status, title 822, report content 823, attached file, and question content are selected as items to be included in the input form 600. The operator selects and operates the left movement key 832 in a state where the cursor or the thick frame is positioned on an item that has been mistakenly moved to the selection item list 820 or an item that is considered to be unnecessary afterwards. Thus, the item can be moved to the unselected item list 810.

  The operator can change the contents of each column by positioning a cursor (not shown) in each column of the selection item list 820. For example, the display format of each item can be changed from reference only to editable, or from editable to reference only.

  The operator can change the item name by positioning the cursor in the item name column of each item and, for example, right-clicking. When this item name is changed, the input form generation unit 124 registers the change in the expression conversion table 130. The changed item name becomes a user expression displayed on the input form 600. Here, the title 822 is changed to the inquiry title, and the report content 823 is changed to the influence.

  FIG. 5 is a diagram showing an example of the configuration screen (after changing the item name) for generating the input form 600. Items to be included in the input form 600 after the item name change are an inquiry status, an inquiry title 822a, an influence 823a, an attached file, and a question content. The input form set in this way is displayed on the display unit 230 of the terminal device 200 as an input form as shown in FIG.

  The configurator can generate not only an input form format but also an incident ticket format. Therefore, an incident ticket in an arbitrary format can be generated for each company's service desk. Similar to the input form, at least one of the items included in the incident ticket can be set as a required item. The incident ticket may be set to be unstorable until the answer field of this essential item is satisfied. Note that the required items of the input form and the required items of the incident ticket do not need to match, and both of the required items can be set independently and arbitrarily. In the above description, the scene where the configurator selects items is described. However, the design on the screen can be customized in the same manner. On the screen, it is possible to arbitrarily set the position where each item is to be arranged, the typeface of the character, the color of the character, the background color, the presence / absence of an explanatory text, and the like.

  FIG. 6 is a diagram illustrating an example of the expression conversion table 130. The expression conversion table 130 includes an internal management item name 151 and a user item name 152 as items. Here, tables generated by the processing described with reference to FIGS. As described above, since “title” is changed to “inquiry title” and “report content” is changed to “influence”, the expressions before and after the change are registered while maintaining the association.

  FIG. 7 is a flowchart showing a flow of incident ticket generation processing by the management apparatus 100 according to the embodiment of the present invention. The presenting unit 121 transmits an input form whose answer column is blank to the terminal device 200 (S100). The user of the terminal device 200 inputs an answer in at least one answer field for a plurality of items included in the received input form. The receiving unit 122 receives, from the terminal device 200, an input form in which an answer is made to at least one item (S101). The ticket processing unit 123 diverts the response of the input form to the response column of the corresponding item of the incident ticket (S102). The identity of the item name of the input form and the item name of the incident ticket is confirmed by referring to the expression conversion table 130.

  The ticket processing unit 123 allocates the answer column of the remaining items of the incident ticket with the description input by the operator operation (S103). The ticket processing unit 123 registers the incident ticket in which all the answer columns are satisfied in the ticket holding unit 110 (S104).

  The incident ticket registered by the ticket holding unit 110 becomes basic data for problem management and change management following incident management. In this specification, since problem management and change management are not themes, their description is omitted.

  As described above, according to the embodiment, the input operation of the operator is reduced by diverting the response input due to the user operation to the response of the corresponding item of the incident ticket with respect to the input form. Service desk operations can be made more efficient. In addition, the configurator can arbitrarily set items included in the input form. At that time, the item name to be displayed on the input form can be changed to an expression familiar to the user. Also, when information for managing the identity between the expression before the change and the expression after the change is automatically registered in the expression conversion table 130 during the configuration and the incident ticket is generated, the ticket processing Since the identity is confirmed by the unit 123, the operator can generate a ticket without being aware of the difference between the user expression and the internal management expression.

  Also, unless the answer field of the required items of the input form presented to the user is satisfied due to the user operation, the service desk side needs to be set by the user to prohibit transmission from the terminal device 200 to the management device 100. Accurate information can be obtained accurately. Conventionally, even if the service desk requests the user to provide necessary information (for example, maintenance contract number, PC number, failure time, etc.) by telephone or e-mail, the information is provided by the user. It was often not provided to the desk side in the first response. In this case, the user and the service desk may repeatedly exchange information until the information is obtained. In this regard, by presenting an input form in which such information is set as an essential item to the user and replying, the information can be obtained in a single exchange.

  The present invention has been described based on some embodiments. It is understood by those skilled in the art that these embodiments are exemplifications, and that various modifications can be made to combinations of the respective constituent elements and processing processes, and such modifications are also within the scope of the present invention. By the way.

  The input form described above may be generated by an operator customized for the user after receiving an inquiry from the user by telephone or the like. In this case, a more optimized item can be included in the input form to be presented to the user.

  DESCRIPTION OF SYMBOLS 100 Management apparatus, 110 Ticket holding part, 120 Control part, 121 Presenting part, 122 Receiving part, 123 Ticket processing part, 124 Input form production | generation part, 130 Expression conversion table, 140 Communication part, 150 Input form holding part, 160 Display part , 170 operation unit, 200 terminal device, 210 communication unit, 220 control unit, 230 display unit, 240 operation unit, 500 management system.

Claims (4)

A ticket holding unit for holding incident tickets for managing inquiries or service requests from users;
A presentation unit for displaying an input form including a predetermined item on a screen of a terminal device used by a user;
A receiving unit that receives an input form in which an answer to the item is input due to a user operation from the terminal device;
A ticket processing unit that generates an incident ticket including an answer included in the received input form and an answer input due to an operator operation, and registers the incident ticket in the ticket holding unit;
The said ticket processing part diverts the reply with respect to the item contained in the said input form, and fills the reply column of the corresponding item of the said incident ticket, The management apparatus characterized by the above-mentioned. An input form generator for generating an input form to be displayed on the screen of the terminal device due to an operator operation;
2. The input form generation unit displays a plurality of component data for generating the input form on a console screen, and generates the input form due to an operator's selection operation. The management apparatus as described in.   The input form generation unit sets at least one of the items included in the input form as a required item due to an operator's selection operation, and from the terminal device until the response field of the required item is satisfied The management apparatus according to claim 2, wherein the management apparatus is set to prohibit transmission to the management apparatus. The incident ticket item is described in an internal management expression,
The items of the input form are described in user expressions,
The management device further includes an expression conversion table that holds the internal management expression and the user expression in association with each other,
4. The ticket processing unit according to claim 1, wherein the ticket processing unit refers to the expression conversion table to determine the identity between an item in the input form and a corresponding item in the incident ticket. Management device.

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