KR100939351B1 - Method and Apparatus for Managing Fault - Google Patents

Abstract

The present invention relates to a failure management apparatus and method.

The present invention provides operators with essential information for handling faults through an effective KEDB (Known Error DB) construction method, supports organic cooperative systems for each step of handling faults, and provides a quick and accurate diagnosis of the faults that have occurred. And to support processing.

The present invention describes in detail a KEDB-based failure management method, a KEDB construction method based on error recovery path information, and an assembly method of error recovery path information.

The present invention can be expected to minimize the work procedures and activities of the IT structure library service support operation guideline that is unnecessary for practical use, and to be able to clearly separate the tasks according to the role and authority and the management phase based on the delegation.

ITIL, ITSM, KEDB, Incident Management, Problem Management, Change Management

Description

Fault management apparatus and method {Method and Apparatus for Managing Fault}

The present invention relates to a failure management apparatus and method, and more particularly, to a failure management apparatus and method by establishing a known error database (hereinafter referred to as 'KEDB').

Common business goals pursued by IT service providers include improved customer satisfaction through service quality assurance and reduced total cost ownership (TCO) in the long run through efficient IT resource management.

IT Service Management (ITSM) can be defined as the organization to effectively integrate and manage components (processes, people, information and technologies) for all IT service delivery to support the goals of IT service providers. .

IT Infrastructure Library (ITIL) is an IT service management framework that aggregates the IT service management best practices of the IT-related industry and defines it as an optimized guide for the implementation and operation of an efficient IT structure library.

The problem with the transition from the traditional IT management system to the IT service management / IT structure library system is that the complexity of the work is increased due to the fragmentation of the existing unit business processes, and Increase in inefficiency and delay in processing time due to lack of reliability of KEDB information.

A representative example of these problems is the failure management process that puts the IT structure library Service Support operation guidelines into practice.

Problems that occur in the operation of the failure management process have side effects due to the fragmentation of the failure management process and side effects due to the operation of KEDB-centered failure management.

First, the causes of the side effects of the segmentation of the failure management process are the complexity of the procedures and activities for cooperative work at each stage of management, the lack of clarity of roles and responsibilities for cooperative work at each stage of management, and the lack of a clear information delivery system for cooperative work at each stage of management. For example, there is a lack of skills and knowledge of operators to perform tasks at each management stage.

In addition, the causes of the side effects of KEDB-centered disability management operations are due to the lack of formalization and systematization of disability handling information for various types of disabilities, lack of operator expertise and experience for various types of disabilities, and various types of disabilities. The root cause, recovery methods, difficulty in deriving processing instructions, and the lack of support tools for diagnosing, analyzing, and treating various types of failures.

In order to solve such a problem, the present invention is to provide a failure management apparatus and method through the KEDB construction based on error recovery path information.

According to an aspect of the present invention for achieving the above technical problem, (a) a plurality of error recovery paths by retrieving a plurality of error recovery path information corresponding to failure information from a known error database (Known Error DB) Identifying and selecting any one error recovery path information from the information, and generating and transmitting a first change request message for verifying the selected error recovery path information; (b) find a cause analysis and processing method for the failure information, generate a new error recovery path for resolving the failure information, and generate a second change request message for verifying the generated new error recovery path; Transmitting by; And (c) identifying the selected error recovery path information corresponding to the first change request message and the generated new error recovery path corresponding to the second change request message through the known error database, and selecting the selected error. Performing validation and adjustment of the recovery path and the new error recovery path generated.

A failure management apparatus according to an aspect of the present invention retrieves a plurality of error recovery path information corresponding to failure information from a known error database and retrieves any one of the plurality of error recovery path information. An incident management unit that applies trouble handling by applying; If the failure information is not retrieved from the known error database, a problem management unit for finding a cause analysis and processing method for the failure information received from the event management unit and generating new error recovery path information for resolving the failure information. ; And a change management unit for identifying the error recovery path information and the new error recovery path information through the known error database to perform validity verification and failure impact evaluation.

A failure management method according to an aspect of the present invention includes the steps of: (a) selecting a service type, a server type, a failure type and a cause of failure corresponding to failure information from a known error database; (b) selecting an error recovery path from the known error database for processing the failure information; And (c) checking a recovery procedure and an operation guide defined in the selected error recovery path, and performing a recovery command defined in the selected error recovery path to confirm a result.

By the above-described configuration, the present invention can be expected to minimize the side effects of the existing failure management process operation according to the IT Infrastructure Library (ITIL) standardization.

The present invention can be expected to support the systematic management of the service quality agreed with the customer and the management of IT resources.

The present invention can be expected to minimize the work procedures and activities of the IT structure library service support operation guideline that is unnecessary for practical use, and to be able to clearly separate the tasks according to the role and authority and the management phase based on the delegation.

The present invention can be expected to enhance the cooperation system between the management steps for handling the failure and to enhance the thorough verification and complementation of the KEDB-based failure handling.

DETAILED DESCRIPTION Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings so that those skilled in the art may easily implement the present invention. As those skilled in the art would realize, the described embodiments may be modified in various different ways, all without departing from the spirit or scope of the present invention. In the drawings, parts irrelevant to the description are omitted in order to clearly describe the present invention, and like reference numerals designate like parts throughout the specification.

Throughout the specification, when a part is said to "include" a certain component, it means that it may further include other components, except to exclude other components unless specifically stated otherwise. In addition, the terms “… unit”, “… unit”, “module”, “block”, etc. described in the specification mean a unit that processes at least one function or operation, which is hardware or software or a combination of hardware and software. It can be implemented as.

1 is a block diagram schematically illustrating an internal configuration of a failure management apparatus 100 based on KEDB 200 according to an embodiment of the present invention.

The embodiment of the present invention simplifies the IT service management standard, in which tasks in each management process are carried out on the principle of operation of delegation and delegation.

The failure management apparatus 100 according to the embodiment of the present invention includes an incident management unit 110, a problem management unit 120, a change management unit 130, a distribution management unit 140, and an error recovery path change unit 150.

The incident management unit 110 transmits a task of processing fault information generated using error recovery path (ERP) information registered in the KEDB 200 and trouble information that cannot be processed to the problem manager 120. .

The problem manager 120 finds a cause analysis and processing method for the failure information received from the event manager 110 and generates error recovery path information for solving the problem.

The change management unit 130 identifies the error recovery path information requested from the incident management unit 110 and the problem management unit 120 through the KEDB 200, performs validity verification and impact evaluation on the error recovery path information, The verified and corrected error recovery path information is registered in the KEDB 200.

The distribution manager 140 tests the error recovery path information verified and supplemented by the change manager 130 in a development environment and a real environment, and updates a configuration management database (not shown) if successful.

If it is necessary to change the error recovery path information for the corresponding failure information, the error recovery path changing unit 150 changes the error recovery path information corresponding to the failure information from each error recovery path information registered in the KEDB 200. .

2 is a view for explaining the processing of the failure management method based on the KEDB 200 according to an embodiment of the present invention.

The incident management unit 110 recognizes and classifies the occurrence of the failure and analyzes the failure information generated through the service impact analysis map (SIAM) (S100 and S102).

The incident management unit 110 retrieves error recovery path information on the generated failure information from the KEDB 200 (S104).

The incident management unit 110 transmits the generated failure information to the problem management unit 120 when the error recovery path information corresponding to the generated failure information is not retrieved from the KEDB 200 (S200).

The incident management unit 110 checks the error recovery path information of any one of the plurality of error recovery path information to solve the failure information generated when the error recovery path information corresponding to the generated failure information is searched in the KEDB 200. To select (S108).

Subsequently, the event manager 110 generates a change request message (RFC) indicating error recovery path information of the generated failure information and transmits the generated request message to the change manager 130. Here, the change request message is a command for displaying the error recovery path information in order to verify and analyze the error recovery path information.

If the event management unit 110 determines that the error recovery path information needs to be changed with respect to the generated failure information, the error recovery path information is changed through the error recovery path changing unit 150 (S110). , S112). Subsequently, the incident management unit 110 generates a change request message for resolving a failure through the changed error recovery path information and transmits the change request message to the change management unit 130 (S114).

The problem management unit 120 recognizes and classifies the failure information received from the event management unit 110 and analyzes the received failure information through the service impact analysis map (S200 and S202). Subsequently, the problem management unit 120 searches for error recovery path information corresponding to the generated failure information in the KEDB 200 (S204).

The problem manager 120 determines whether error recovery path information regarding the failure information of the corresponding service exists in the KEDB 200, and if it does not exist, analyzes the failure information generated through interworking with an external system.

The problem manager 120 checks the error recovery path information of any one of the plurality of error recovery path information in order to process the failure information generated when the error recovery path information of the corresponding service failure information exists in the KEDB 200. To select (S206, S208). Subsequently, the problem manager 120 generates a change request message indicating error recovery path information of the generated failure information and transmits the change request message to the change manager 130.

If the problem management unit 120 determines that it is necessary to change the error recovery path information for the failure information of the corresponding service, the error recovery path information is changed through the error recovery path changing unit 150 (Sc150) (S210). , S212). Subsequently, the problem manager 120 generates a change request message indicating error recovery path information of the generated failure information and transmits the change request message to the change manager 130 (S214).

The change manager 130 recognizes and classifies the change request message received from the incident manager 110 and the problem manager 120 (S300). The change manager 130 analyzes the type of the received change request message and determines whether it is “urgent” or “normal” (S302).

When the type of the received change request message is 'emergency', the change management unit 130 retrieves error recovery path information corresponding to the received change request message from the KEDB 200, and performs an emergency test to determine the error recovery path information. Disability impact assessment according to the application is performed (S304).

In addition, when the type of the received change request message is 'general', the change manager 130 retrieves the error recovery path information corresponding to the received change request message from the KEDB 200 and performs the error recovery path information through a precise test. Disability impact assessment is performed according to the application (S306).

The change management unit 130 performs verification and adjustment of the error recovery path information through emergency and precise tests (S308). The change manager 130 registers the error recovery path information in the KEDB 200 when the verification and adjustment of the error recovery path information is successful (S310 and S312).

The change manager 130 determines whether distribution management for the error recovery path information is necessary (S314), and transmits the verified and adjusted error recovery path information to the distribution manager 140 (S400).

The distribution management unit 140 analyzes the error recovery path information received from the change management unit 130 and tests the development environment (S402, S404), and if the test for the development environment is successful (S406), tests the actual environment and succeeds. The configuration management database (not shown) is updated (S408, S410, and S412).

3 is a diagram illustrating a detailed structure of a KEDB 200 constructed based on error recovery path information in a process of a failure management method based on KEDB 200 according to an exemplary embodiment of the present invention.

The KEDB 200 construction method based on the error recovery path information according to an embodiment of the present invention provides information necessary for a procedure and a task for processing the generated fault information and accurately and quickly generates the fault information generated through the error information. To support this.

Based on the proposed error recovery path information, KEDB (200) construction method organizes business procedures such as diagnosis, analysis, and recovery necessary for error handling into path information, and handles failures such as types, causes, and solutions required for failure handling. Integrate information into linkage information.

In addition, the KEDB 200 construction method based on the proposed error recovery path information accumulates various technical and knowledge information to be applied to failure processing as experience information, and combines recovery procedures and recovery commands to be applied to failure processing. The fault history information applied to the processing is structured into statistical information.

As shown in FIG. 3, the KEDB 200 according to an embodiment of the present invention includes a plurality of error recovery path information.

Here, each error recovery path information includes a service type 210, a server type 220, a failure type 230, a failure cause 240, and an error recovery path 250.

The error recovery path 250 is a serial number of failure information. The error recovery path rank (ERP Rank) indicating an error recovery path path (ERP Path) and the frequency of failure processing, and recovering failures such as checking, lowering and recovering, etc. It includes a recovery step representing a series of procedures, a recovery operation for performing each recovery procedure, and a test result accordingly.

The basic flow of using error recovery path information to solve the generated fault information is as follows.

The failure management apparatus 100 selects a service type 210, a server type 220, a failure type 230, and a failure cause 240 corresponding to the generated failure information. Subsequently, the failure management apparatus 100 selects an error recovery path 250 for processing the generated failure information.

The failure management apparatus 100 confirms a recovery procedure and an operation guide defined in the selected error recovery path 250.

The failure management apparatus 100 performs a recovery command defined in the selected error recovery path 250 and checks the result.

The KEDB 200 construction method based on the proposed error recovery path information provides comprehensive information on the failure cause, recovery procedure, and recovery command corresponding to service, server, and failure events, and specific solutions for various service failures. This provides the convenience of derivation.

The KEDB 200 deployment method provides technical information on various solutions for the occurrence of the same service failure, provides accuracy for selecting a recovery path through empirical statistical information, and provides quick and accurate criteria for determining various service failures. It is effective to provide.

4 is a view for explaining a method of assembling error recovery path information for processing the generated failure information in the process of the KEDB 200-based failure management method according to an embodiment of the present invention.

The method of assembling the error recovery path information is operated in different ways depending on the stages (event management unit 110, problem management unit 120, and change management unit 130).

The incident management unit 110 performs failure processing by selecting any one error recovery path information from each error recovery path information previously registered in the KEDB 200 to process the generated failure information.

The problem manager 120 generates error recovery path information necessary for processing the failure information.

The change manager 130 performs verification, test, and adjustment of the error recovery path information requested by the event manager 110 and the problem manager 120.

Various error recovery path information pools are provided for assembling the error recovery path information. Here, the error recovery path information pool refers to the KEDB 200 that stores a plurality of registered error recovery path information.

The basic flow of generating and assembling error recovery path information to solve the generated fault information is as follows.

The failure management apparatus 100 selects error recovery path information corresponding to the failure information, and then selects error recovery path information corresponding to the failure information from the error recovery path information pool when it is determined that new error recovery path information is needed ( S500).

Subsequently, the failure management apparatus 100 selects a recovery step corresponding to the failure information from an error recovery step pool (S502), and selects a recovery command corresponding to the failure information from an error recovery command pool. Pool) (S504). Here, the error recovery step pool stores a recovery procedure which is a component of error recovery path information, and is described as Action1, Action2, Action3, and the like. Here, the error recovery command pool stores actual processing instructions and selection information registered in a recovery procedure, and is described as Operation01, Operation02, Operation03, and the like.

The embodiments of the present invention described above are not implemented only by the apparatus and / or method, but may be implemented through a program for realizing a function corresponding to the configuration of the embodiments of the present invention, a recording medium on which the program is recorded, and the like. Such implementations may be readily implemented by those skilled in the art from the description of the above-described embodiments.

Although the embodiments of the present invention have been described in detail above, the scope of the present invention is not limited thereto, and various modifications and improvements of those skilled in the art using the basic concepts of the present invention defined in the following claims are also provided. It belongs to the scope of rights.

1 is a block diagram schematically showing the internal configuration of a KEDB-based failure management apparatus according to an embodiment of the present invention.

2 is a view for explaining the processing of the KEDB-based failure management method according to an embodiment of the present invention.

3 is a diagram illustrating a detailed structure of a KEDB constructed on the basis of error recovery path information in a process of processing a KEDB based failure management method according to an exemplary embodiment of the present invention.

4 is a view for explaining a method of assembling error recovery path information for processing the generated failure information in the process of the KEDB-based failure management method according to an embodiment of the present invention.

Claims (8)

(a) Known error database in which a plurality of error recovery path information corresponding to the failure information is known, wherein the known error database includes failure history information applied to failure processing. Searching based on one of the plurality of error recovery path information, and selecting one error recovery path information to process the failure information; (b) verifying validity of the selected error recovery path information and registering the verified error recovery path information in the known error database; And (c) testing the registered error recovery path information in a development environment and updating the known error database Failure management method comprising a. According to claim 1, In step (a), Generating new error recovery path information by searching for a cause analysis and processing method for the failure information when the plurality of error recovery path information corresponding to the failure information is not retrieved from the known error database; Disability management method further comprising. The method of claim 2, Selecting error recovery path information corresponding to the failure information from the known error database when the new error recovery path information is needed; Selecting a recovery step corresponding to the failure information from an error recovery step pool, wherein the error recovery step pool stores a recovery procedure that is a component of the error recovery path information; And Selecting a recovery command corresponding to the failure information from an error recovery command pool, wherein the error recovery command pool stores processing instructions and selection information registered in the recovery procedure; Failure management method comprising a. Search based on statistics of the fault history information in a known error database in which a plurality of error recovery path information corresponding to the fault information is known, wherein the known error database includes fault history information applied to fault processing. An event management unit configured to perform error processing by applying one error recovery path information among the plurality of error recovery path information; If the failure information is not retrieved from the known error database, a problem management unit for finding a cause analysis and processing method for the failure information received from the event management unit and generating new error recovery path information for resolving the failure information. ; And A change management unit for identifying the error recovery path information and the new error recovery path information through the known error database to perform validity verification and failure impact evaluation; Failure management device comprising a. The method of claim 4, wherein The distribution management unit that tests the error recovery path information verified and supplemented by the change management unit in the development environment and the real environment, and updates the configuration management database when it is successful. Failure management device further comprising. The method according to claim 4 or 5, An error recovery path changing unit for changing the error recovery path information corresponding to the failure information from the plurality of registered error recovery path information of the known error database when the error recovery path information or the new error recovery path information is changed; Failure management device further comprising. (a) selecting a fault type corresponding to the fault information from a known error database, wherein the known error database includes fault history information applied to the fault processing; (b) selecting an error recovery path of one of a plurality of error recovery paths for processing the failure information based on statistics of the failure history information in the known error database; And (c) confirming a recovery procedure defined in the selected error recovery path and performing a recovery command defined in the selected error recovery path to verify a result; Failure management method comprising a. The method of claim 7, wherein After step (c), Selecting error recovery path information corresponding to the failure information from the known error database when new error recovery path information corresponding to the failure information is needed; Selecting a recovery step corresponding to the failure information from an error recovery step pool, wherein the error recovery step pool stores a recovery procedure that is a component of the error recovery path information; And Selecting a recovery command corresponding to the failure information from an error recovery command pool, wherein the error recovery command pool stores processing instructions and selection information registered in the recovery procedure; Disability management method further comprising.

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