A knowledge recommendation method and an operation and maintenance work platform of an operation and maintenance work order

A technology of recommending methods and knowledge, applied in the field of IT operation and maintenance services, can solve problems such as weak information flow of operation and maintenance work orders, and achieve the effect of improving customer satisfaction and improving work efficiency

Inactive Publication Date: 2019-01-18
安徽智恒信科技股份有限公司
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  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

[0007] Aiming at the problem of weak information flow of operation and maintenance work orders in the prior art, the present inventio

Method used

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  • A knowledge recommendation method and an operation and maintenance work platform of an operation and maintenance work order
  • A knowledge recommendation method and an operation and maintenance work platform of an operation and maintenance work order
  • A knowledge recommendation method and an operation and maintenance work platform of an operation and maintenance work order

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Experimental program
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Effect test

Embodiment 1

[0037] At present, the main job of the operation and maintenance service personnel is to solve the trouble ticket generated based on the monitoring system of the operation and maintenance system. When the operation and maintenance monitoring system detects a failure of an asset, it will automatically generate or the monitoring personnel will manually fill in an alarm work order based on the asset. The content generally includes information such as the faulty equipment, fault phenomenon, and fault time. After receiving the alarm work order, the operation and maintenance personnel will conduct fault analysis and solve the fault, but this information cannot support the operation and maintenance personnel to quickly determine the root cause of the problem and provide a solution. However, homogeneous fault content or low-quality fault descriptions will affect the technical judgment of operation and maintenance personnel. For the problem of weak information flow of existing operatio...

Embodiment 2

[0043] According to the analysis of a large number of operation and maintenance events, the same asset, the same brand asset or even the same type of asset often have fault events with the same characteristics, and the causes of such fault events and the nature of the problem have many similarities, and even through the same solution ideas and solutions to deal with.

[0044] refer to figure 2 , the knowledge recommendation sequence in process 3 is used to sort according to the number of matches between work order word segmentation results and knowledge keywords, and the number of matches is sorted from large to small. The knowledge recommendation sequence includes knowledge recommendation sequence 1, knowledge recommendation sequence 2 and knowledge recommendation sequence 3. The knowledge recommendation sequence is defined as knowledge recommendation sequence 1, knowledge recommendation sequence 2, and knowledge recommendation sequence 3 according to the sequence before and...

Embodiment 3

[0050] The difference from Embodiment 1 is that this embodiment provides a method for recommending operation and maintenance work order knowledge. After the work order is transformed into work order in process 1, it is judged whether there needs to be transformed into knowledge. Knowledge extraction extracts the work order processing process information for the work order to be converted, and transforms it into knowledge. Knowledge editing is to edit knowledge and capture keywords of knowledge. Expert review is for operation and maintenance experts to review knowledge to ensure the rationality of knowledge.

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Abstract

The invention discloses a knowledge recommendation method and an operation and maintenance work platform of an operation and maintenance work order, belonging to the IT operation and maintenance service technical field. The method specifically comprises two processes: process 1: knowledge creation; The knowledge creation includes work order transferring knowledge, knowledge extraction, knowledge editing, knowledge auditing and knowledge warehousing; process 2: knowledge recommendation; the knowledge recommendation includes generating an operation and maintenance failure work order, failure analysis, work order subject word segmentation, knowledge base retrieval and knowledge recommendation sequence. The operation and maintenance work platform of the invention comprises an asset managementmodule, a knowledge base module, a work order management module and a monitoring alarm module. The invention solves the problem that the information flow of the operation and maintenance work order isweak, has the advantages of knowledge sharing and rapid application, and remarkably improves the work efficiency of the operation and maintenance team.

Description

technical field [0001] The invention belongs to the technical field of IT operation and maintenance services, and in particular relates to a knowledge recommendation method for an operation and maintenance work order and an operation and maintenance work platform. Background technique [0002] In China, the growth rate of IT outsourcing services is much higher than the growth rate of the overall IT market in China, especially the IT outsourcing service market for small and medium-sized enterprises will grow rapidly at a growth rate of more than 30%, and the entire IT outsourcing market is in a stage of rapid expansion . As China's economy enters a new normal, market competition among the same industry is increasingly intensified, the formation of a buyer's market, and the advent of the era of meager profits, etc., all these make domestic enterprises face unprecedented pressure, making enterprises hope to focus more energy on In terms of its own core business, the demand for...

Claims

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Application Information

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IPC IPC(8): G06F16/9535G06Q10/00G06Q10/10
CPCG06Q10/103G06Q10/20
Inventor 丁志龙余众泽李鑫朱来春朱亚伟郑瑞健
Owner 安徽智恒信科技股份有限公司
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