KR20170071818A - IT Service Quality Auto Diagnostic Method and System - Google Patents

Abstract

A method and system for automatic diagnosis of IT service health are provided. The service diagnosis method according to the embodiment of the present invention automatically collects and analyzes construction period, environment configuration information and operation related information for the IT service, and diagnoses the health of the IT service. As a result, it is possible to diagnose the health of the IT service automatically, objectively, simply and consistently, and it is possible to provide the integrity of the IT service to the service manager and the operator at all times, And can contribute to efficient service operation.

Description

TECHNICAL FIELD [0001] The present invention relates to an automatic diagnosis method and system for IT service health,

The present invention relates to an IT service diagnosis technology, and more particularly, to a method and system for performing health diagnosis of an IT service with an automated algorithm.

In order to diagnose the health of the IT service, the service manager and the operator must acquire and analyze individual log for each H / W, S / W, etc., which requires a lot of time and effort.

In addition, such a diagnostic method is not dependent on criteria and indicators, but is subject to the supervision of a service manager and an operator, which are diagnoses, so that the objectivity of diagnosis results can not be secured.

In addition, even if diagnosis is made by the same diagnoser, there is a problem that the diagnosis result is different depending on the diagnosis point.

Therefore, it is requested to find a way to diagnose the health of IT service in an objective, simple and consistent way.

SUMMARY OF THE INVENTION The present invention has been made in order to solve the above problems, and it is an object of the present invention to provide a method for diagnosing healthiness of an IT service objectively, easily and consistently, And a method and system for automatically diagnosing the health of an IT service by automatically collecting and analyzing operational information.

According to an aspect of the present invention, there is provided a method of diagnosing a service, comprising: collecting first information on a service; A first diagnostic step of diagnosing the health of the service from the first information; Collecting second information about the service; A second diagnostic step of diagnosing the health of the service from the second information; And a third diagnostic step of diagnosing the health of the service by integrating the first diagnosis result in the first diagnosis step and the second diagnosis result in the second diagnosis step.

The third diagnostic step may diagnose the health of the service by referring to a table to which classes are assigned for each combination of the first diagnosis result and the second diagnosis result.

Further, the service diagnosis method according to an embodiment of the present invention may further include the step of determining a construction period of the service, and the third diagnosis step may include the steps of: And the construction period can be integrated to diagnose the health of the service.

The table may be created differently depending on the construction period.

In addition, the first diagnostic step may diagnose the health of the service based on the number of first information items that satisfy given states for each of the collected first information items.

The first information may be environment configuration information for a service.

Further, the collected second information is divided into information of the 2-1 type and information of the 2-2 type, and the second diagnostic step is performed for each of the 2-1 type information The health of the service can be diagnosed based on the number of 2-1 pieces of information satisfying the given ranges and the number of pieces of 2-2 information satisfying the given ranges for each of the 2-2 type pieces of information have.

The second information may be information related to the operation of the service.

In addition, the second-1 information may be failure occurrence related information, and the second-2 information may be information excluding the second-1 information of the second information.

The method of diagnosing a service according to an embodiment of the present invention may further include providing at least one of a class and a message indicating the health of the service.

According to another embodiment of the present invention, a service diagnosis system includes a first system for collecting first information about a service and collecting second information about the service; And a second system for diagnosing the health of the service from the first information, diagnosing the health of the service from the second information, and diagnosing the health of the service by integrating the diagnosis results.

As described above, according to the embodiments of the present invention, it is possible to automatically collect and analyze construction period, environment configuration information, and operation related information for an IT service, and automatically and reliably and automatically Diagnosis can be made.

In addition, according to the embodiments of the present invention, it is possible to provide the service administrator and the operator with the soundness of the IT service at all times, thereby leading to a preemptive structure improvement and contributing to stable and efficient service operation.

In addition, according to the embodiments of the present invention, it is possible to provide vulnerability analysis and specific data for improving quality of specific items of the IT service, thereby helping to establish an effective investment policy for improving the IT service.

Further, according to the embodiments of the present invention, it is possible to add / change / delete items on the basis of the diagnosis of the IT service health, and to change the status or scope thereof, .

1 is a view illustrating an automatic IT service diagnosis system according to an embodiment of the present invention;
FIG. 2 is a flowchart illustrating a method for automatically diagnosing an IT service health according to another embodiment of the present invention.
FIG. 3 is a diagram illustrating a basic health diagnostic method of an IT service,
FIG. 4 is a diagram showing a method of diagnosing a trend health of an IT service,
5A and 5B are drawings provided for explaining the determination of the improvement level of the IT service,
6 is a diagram provided for explaining a diagnostic message according to the improvement grade.

Hereinafter, the present invention will be described in detail with reference to the drawings.

1. IT Service Automatic Diagnosis System

1 is a diagram illustrating an automatic IT service diagnosis system according to an embodiment of the present invention. The IT service automatic diagnosis system according to the embodiment of the present invention is a system for automatically diagnosing the health of the IT service and providing diagnosis results.

1, an IT service automatic diagnosis system according to an exemplary embodiment of the present invention includes an OMS (Outsourcing Management System) 110, an AMS (Asset Management System) 120, An IT service catalog system 130, an IT resource management (ITRM) system 140, and an integrated quality monitoring system 150.

OMS 110 is a system for managing outsourcing of IT services, and receives and processes SORs (Service Of Requests) and SOPs (Service Of Problems) from clients. SOR includes change requests for IT services, requests for improvement, etc. SOPs include inquiries about IT services and requests for troubleshooting.

The AMS 120 is a system for managing the assets constituting the infrastructure system constructed for the IT service.

The IT service catalog system 130 is a system for managing the operation of the IT service in an integrated manner. The IT service catalog system 130 provides IT service information, infrastructure system information and configuration information, and performs SOP management, SOR management, Management, and health diagnostic functions.

The ITRM system 140 is a system for managing resources (server, DB, SW, interface, etc.) used in the IT service. Resource management includes SW shape / distribution management, SW impact analysis, DB performance check, SW source security check, SQL monitoring, and interface status monitoring.

The integrated quality monitoring system 150 monitors the quality of the IT service and monitors the occurrence of a failure to the IT service.

2. Automatic Diagnosis of IT Service

2 is a flowchart illustrating a method of automatically diagnosing an IT service health according to another embodiment of the present invention. IT service health auto diagnosis is composed of basic soundness diagnosis, trend soundness diagnosis, improvement grade decision and diagnosis message.

2.1 Basic Health Diagnosis

2, if a new IT service is registered or a change is made to the registered IT service, the IT service catalog system 130 stores the asset information held by the AMS 120 and the ITRM system 140 Basic information is collected for each IT service from the resource information (S210).

Basic information is environment configuration information for the IT service, and is shown in the left part of FIG. As shown in the left part of FIG. 3, basic information includes whether or not the SW configuration management tool is applied, whether the source distribution management tool is applied, whether the development environment is staged, APM (Application Performance Management) Availability of open source, availability of redundant environments, and whether to apply source security checks.

Next, the IT service catalog system 130 analyzes the basic information collected in step S210, diagnoses the basic health of the IT service (S220), and provides the basic health diagnostic result (S230).

An example of the basic health diagnostic method and diagnostic result of the IT service is shown in the right part of FIG. As shown in the right part of FIG. 3, when the number of Basic items satisfying a given state is "0 ", the basic integrity is diagnosed as B-Case 1 and the number of Basic items satisfying a given state is & "Basic health is diagnosed as B-Case 2.

In the case of diagnosis of B-Case 1, the diagnosis result is provided as 'No improvement for Basic items for improvement of quality'.

In case of diagnosis of B-Case 2, 'Diagnosis of basic items requiring improvement' is provided as a diagnosis result, and information about basic items is provided.

2.2 Trend Health Diagnosis

The IT service catalog system 130 includes SOR / SOP information held by the OMS 110, asset information held by the AMS 120, resource information held by the ITRM system 140, and integrated quality monitoring system (S240), the trend information for each IT service is collected from the failure occurrence information held by the IT service.

The trend information is operational information about the IT service and is shown in the left part of FIG. As shown in the left part of FIG. 4, the trend information includes the number of failures, the number of failures, the number of SORs other than the failure occurrence information (information on service changes), the application change trend, , Operating personnel, number of systems connected, and number of SOPs.

Next, the IT service catalog system 130 analyzes the trend information collected in step S240 to diagnose the trend health of the IT service (S250), and provides the result of the trend healthiness diagnosis (S260).

An example of the method of diagnosing the trend health of the IT service and the result of the diagnosis is shown in the right part of FIG. As shown in the right part of FIG. 4, when the number of trend items satisfying a given range is "0 ", the trend prudence is diagnosed as T-Case 1. [

Here, the case where the given range is satisfied refers to a case where the value of each month for the trend item in succession for the last three months satisfies the range given for the value of the previous month.

The number of items related to the occurrence of a disability (the number of disabilities and the number of disabilities) that meet the given range is "1 or more", and the items other than those related to the disability that meet the given range (the number of SORs, application change trends, program number, , The number of linked systems, and the number of SOPs) is "0", the trend soundness is diagnosed as T-Case 2.

On the other hand, when the number of items with a failure occurrence satisfying a given range is "0" and the number of items other than a failure occurrence is "1 or more", the trend soundness is diagnosed as T-Case 3.

If the number of items related to the occurrence of a disability satisfying a given range is "1 or more" and the number of items other than the occurrence of a disability is "1 or more", the trend soundness is diagnosed as T-Case 4.

When diagnosed as T-Case 1, the diagnostic result is provided as 'no specific trend for IT services.' If diagnosed as T-Case 2, the diagnosis results provide information on the occurrence of the disorder.

When diagnosed as T-Case 3, items other than the disorder occurrence related to the given range as the diagnosis result, that is, items other than the disorder occurrence related to the change and the change trend (increase and decrease) information thereon are provided.

When diagnosed as T-Case 4, the diagnosis result provides information related to the occurrence of the disorder and items other than the occurrence of the disorder indicating the change, and the change trend information thereof.

2.3 Determination of IT service improvement grade and provision of diagnosis message

Along with Basic health and Trend health diagnosis, the IT service catalog system 130 collects information on the IT service establishment period from the asset information possessed by the AMS 120 (S270).

Next, the IT service catalog system 130 integrally analyzes the basic health, the trend health, and the establishment period to determine the improvement level for the IT service (S280). This results in a final diagnosis of the IT service.

Then, the IT service catalog system 130 provides the determined improvement grade and a diagnostic message therefor as a diagnosis result (S290).

FIGS. 5A and 5B illustrate tables referred to in determining the improvement grade based on the basic health, the trend healthiness, and the construction period, and FIG. 6 illustrates a diagnostic message provided by the improvement grade.

The highest grade of improvement, grade 1, is the case where the improvement is most needed and urgent, ie, the lowest. If there is nothing to improve, no improvement grade is given.

In FIGS. 5A and 5B and FIG. 6, the first grade is' / solid line ', the second grade is' × solid line', the third grade is' solid line ', the fourth grade is' Dotted line ", respectively.

As can be seen from FIGS. 5A and 5B, B-Case 2 is given a higher improvement rating than B-Case 1. Likewise, T-Case 1, T-Case 2, T-Case 3 and T-Case 4 are given higher improvement rankings in that order.

In addition, tables are created differently for each construction period. The longer the construction period, the higher the improvement grade.

3. Variation example

So far, preferred embodiments of the method and system for automatic diagnosis of IT service health have been described in detail.

In the above example, the improvement grade determination corresponding to the final diagnosis of the IT service is assumed to refer to an integrated reference of Basic soundness, Trend soundness, and Construction period. However, this is an illustrative example for convenience of explanation, and it is possible to implement the improvement grade by considering only two of the above three factors. For example, the technical idea of the present invention can be applied to the case of determining the improvement grade only considering the basic soundness and the trend soundness, except for the construction period.

In addition, it is needless to say that the items exemplified by the basic information referred to in Basic health diagnosis are all exemplary and may be replaced by other items. Depending on the nature of the replaced item, whether or not the condition applied at the time of basic prudential diagnosis may be replaced with the scope fulfillment.

Likewise, the items exemplified by the trend information referred to in the trend soundness diagnosis are also illustrative and can be replaced with other items, and whether or not the range is satisfied can be replaced with whether or not the state is satisfied, depending on the nature of the replaced item.

In addition, the trend information is classified into information other than the information related to the occurrence of the disorder and the information related to the occurrence of the disorder, and the classification is also applicable to the diagnosis.

Further, the technical idea of the present invention can be applied to the case where the basic information is replaced with other types of information other than the environment configuration information, or the trend information is replaced with other kinds of information other than the operation related information.

It goes without saying that the technical idea of the present invention can also be applied to a computer-readable recording medium having a computer program for performing the functions of the apparatus and method according to the present embodiment. In addition, the technical idea according to various embodiments of the present invention may be embodied in computer-readable code form recorded on a computer-readable recording medium. The computer-readable recording medium is any data storage device that can be read by a computer and can store data. For example, the computer-readable recording medium may be a ROM, a RAM, a CD-ROM, a magnetic tape, a floppy disk, an optical disk, a hard disk drive, or the like. In addition, the computer readable code or program stored in the computer readable recording medium may be transmitted through a network connected between the computers.

While the present invention has been particularly shown and described with reference to exemplary embodiments thereof, it is to be understood that the invention is not limited to the disclosed exemplary embodiments, but, on the contrary, It will be understood by those skilled in the art that various changes in form and detail may be made therein without departing from the spirit and scope of the present invention.

110: Outsourcing Management System (OMS)
120: Asset Management System (AMS)
130: IT Service Catalog System
140: IT Resource Management (ITRM) system
150: Integrated quality monitoring system

Claims (11)

Collecting first information about the service;
A first diagnostic step of diagnosing the health of the service from the first information;
Collecting second information about the service;
A second diagnostic step of diagnosing the health of the service from the second information; And
And a third diagnosis step of diagnosing the health of the service by integrating the first diagnosis result in the first diagnosis step and the second diagnosis result in the second diagnosis step.
The method according to claim 1,
The third diagnostic step may include:
And diagnoses the health of the service by referring to a table to which classes are assigned for each combination of the first diagnosis result and the second diagnosis result.
The method of claim 2,
Further comprising: determining a construction period of the service;
The third diagnostic step may include:
And diagnoses the health of the service by integrating the first diagnosis result, the second diagnosis result, and the construction period.
The method of claim 3,
The table includes:
And wherein the service diagnosis is made differently according to the construction period.
The method according to claim 1,
The first diagnostic step may include:
And diagnosing the health of the service based on the number of first information satisfying the given conditions for each of the collected first information.
The method of claim 5,
Wherein the first information is environmental configuration information for the service.
The method according to claim 1,
The collected second information is divided into the 2-1 type information and the 2-2 type information,
The second diagnostic step comprises:
Information for each of the 2-1 type of information satisfying the given ranges, and second 2-1 information satisfying the given ranges for each of the 2-2 type of information And diagnosing the health of the service based on the number of services.
The method of claim 7,
Wherein the second information is operational related information about the service.
The method of claim 8,
The second-1 information is information related to occurrence of a failure,
Wherein the second-2 information is information excluding the second-1 information of the second information.
The method according to claim 1,
And providing at least one of a class and a message indicating the health of the service.
A first system for collecting first information about a service and collecting second information about the service; And
And a second system for diagnosing the health of the service from the first information, diagnosing the health of the service from the second information, and diagnosing the health of the service by integrating the diagnosis results Services Diagnostics systems.

Images