Method and device for terminal customer experience management

Abstract

The invention discloses a method and device for terminal customer experience management, which relate to enterprise IT service management. The method includes: grabbing a link layer network data packet related to the service object according to the basic attribute information of the service object; The link layer network data packets are packaged into IP data packets, and by analyzing and processing the IP data packets, the real-time statistical results and error events of the service object business services are obtained; by performing the real-time statistical results on the described real-time statistical results Calculate and process to obtain the SLA event of the service object business service; display the real-time statistical result, error event and SLA event. Through the present invention, real-time collection, analysis, and processing of the attribute information of the user's business service are realized, so that the user can display the quality of the online business service in the form of a dynamic dashboard and a report through a web browser at any time and any place, and visualize it End user experience.

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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