Method and device for terminal customer experience management

Abstract

The invention discloses a method and device for terminal customer experience management, and relates to enterprise IT service management. The method comprises the steps that link layer network data packets related to a service object are grasped according to basic attribute information of the service object; the link layer network data packets are packed into an IP data packet, the IP data packet is analyzed and processed, and a real-time statistical result and an error event of business service of the service object are obtained; the real-time statistical result is calculated and processed, and an SLA event of the business service of the service object is obtained; the real-time statistical result, the error event and the SLA event are displayed. According to the method and device, the attribute information of the business service of a user is collected, analyzed and processed in real time, the user can display quality of on-line business service through a dynamic instrument panel in a report mode via a web browser at any place in any time, and experience of the terminal user can be visualized.

Description

technical field [0001] The present invention relates to enterprise IT service management, in particular to a method and device for terminal customer experience management. Background technique [0002] In the process of enterprise development, traditional network performance management (NPM: Network Performance Management) is no longer sufficient to manage increasingly diverse and modular dynamic application environments. Traditional NPM does not closely link IT system management with business objects, and does not maximize business performance through effective and reasonable management. There is a service layer management that cannot formulate performance indicators for specified IT services and pass business logic and language To define the shortcomings of business objects, so that enterprises can not more clearly understand the relationship between their business services and IT services. When business needs change, enterprises cannot immediately adjust IT systems to me...

AI Technical Summary

Problems solved by technology

However, traditional NPM usually uses sniffers to collect network indicators from L2 to L4, and cannot gain insight into the performance of business services at L5 to L7, nor can it understand deeper semantic information

For example, traditional NPM cannot distinguish successful and failed business requests, nor can it understand the login verification time, service processing time, response time and other information generated during the protocol session.

[0004] In addition, traditional NPM cannot be used to monitor and measure the performance status of business services, and cannot detect faults before they affect business services or user experience, and perform timely repairs. From the perspective of end users and business services, to ensure the user experience

For example, traditional NPM can only rely on agent software installed on the application infrastructure to collect performance information, and cannot effectively prioritize management of business service failures and problems, which affects the quality and efficiency of IT operations, and requires professional personnel to operate

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