Resource exception management method and system
By establishing a mapping relationship between resources and services in the resource anomaly handling solution, receiving anomaly alarm information and performing impact analysis, the problem of traditional solutions being unable to locate resource impacts is solved, achieving rapid response and accurate location, and reducing business interruption time.
Patent Information
- Authority / Receiving Office
- CN · China
- Patent Type
- Applications(China)
- Current Assignee / Owner
- Filing Date
- 2025-12-29
- Publication Date
- 2026-04-10
AI Technical Summary
Traditional resource anomaly handling solutions can only locate abnormal resources, but cannot locate the products and services affected by the abnormal resources, which may lead to secondary problems such as business interruption, decreased user experience and damage to corporate reputation.
By establishing a mapping relationship between resources and services, the system receives abnormal alarm information from the resource monitoring subsystem, calls the data management subsystem to determine the affected services, and sends processing work orders and notification information to operation and maintenance personnel and customers. It also uses a pre-trained model to predict resource anomalies and analyze their impact.
It enables timely and accurate location of the impact of resource anomalies on business operations, rapid response to resource anomalies, efficient organization of maintenance work, reduction of business downtime, and minimization of customer impact.
Smart Images
Figure CN121842011A_ABST
Abstract
Description
TECHNICAL FIELD
[0001] The present application relates to the technical field of information technology operation and maintenance, in particular to a resource exception management method and system. BACKGROUND
[0002] Under the current resource management and monitoring system, the resource exception processing scheme often focuses on fault detection and positioning at the resource layer. For example, when the CPU usage of a server surges, memory leaks, or network connection is unstable, the monitoring system can quickly issue an alarm to prompt the administrator that a certain resource is facing an exception. However, the limitation of this scheme is that it only starts from the perspective of the IT (Information Technology) infrastructure and considers how to quickly repair the faults of the underlying hardware or software, while ignoring the complex association between resources and businesses and failing to establish a clear mapping relationship between resource exceptions and the businesses directly or indirectly affected by them. This means that even if the fault at the resource layer can be quickly located and solved, if there is a lack of synchronous assessment and timely notification of the impact on the business, it may still induce secondary problems such as business interruption, user experience degradation, and damage to enterprise reputation, forming a series of adverse chain reactions.
[0003] At present, there is no effective solution to the above problems. SUMMARY
[0004] The embodiments of the present application provide a resource exception management method and system to at least solve the technical problem that the traditional resource exception processing scheme can only locate the abnormal resources and cannot locate the products and businesses affected by the abnormal resources.
[0005] According to an aspect of an embodiment of the present application, a resource exception management method is provided, comprising: receiving resource exception alarm information from a resource monitoring subsystem to determine an abnormal resource; calling a data management subsystem to determine an affected business corresponding to the abnormal resource, wherein the data management subsystem stores a mapping relationship between a plurality of resources and a plurality of businesses, and the mapping relationship includes a call link from the business layer to the service layer and then to the resource layer; determining an operation and maintenance personnel corresponding to the abnormal resource, and calling a work order management subsystem to send a resource exception processing work order to the operation and maintenance personnel; calling a customer relationship management subsystem to determine a customer corresponding to the affected business, and sending resource exception notification information to the customer.
[0006] Optionally, receiving resource exception alarm information from a resource monitoring subsystem to determine an abnormal resource comprises: receiving resource exception alarm information from a resource monitoring subsystem, wherein the resource exception alarm information includes resource identification information and an exception type of an abnormal resource monitored by the resource monitoring subsystem; and determining the resource corresponding to the resource identification information as the abnormal resource.
[0007] Optionally, the calling the data management subsystem to determine the affected business corresponding to the abnormal resource comprises: calling the data management subsystem to determine a target mapping relationship corresponding to the abnormal resource from the plurality of stored mapping relationships; and determining the business in the target mapping relationship as the affected business.
[0008] Optionally, the receiving the resource abnormality alarm information from the resource monitoring subsystem and determining the abnormal resource comprises: receiving the resource abnormality alarm information from the resource monitoring subsystem, wherein the resource abnormality alarm information comprises resource identification information and an abnormal type of an abnormal resource predicted by the resource monitoring subsystem based on a pre-trained resource prediction model analyzing index data of each resource in a historical time period; and determining the resource corresponding to the resource identification information as the abnormal resource, and obtaining abnormal index data of the abnormal resource in a future time period predicted by the resource prediction model.
[0009] Optionally, the calling the data management subsystem to determine the affected business corresponding to the abnormal resource comprises: calling the data management subsystem to determine a target mapping relationship corresponding to the abnormal resource from the plurality of stored mapping relationships, and analyzing the abnormal index data and the target mapping relationship based on a pre-trained business impact analysis model to obtain an impact degree index of each business having a mapping relationship with the abnormal resource in the future time period; and determining a business corresponding to an impact degree index greater than a preset impact degree threshold as the affected business.
[0010] Optionally, the determining the operation and maintenance personnel corresponding to the abnormal resource and calling the work order management subsystem to send a resource abnormality processing work order to the operation and maintenance personnel comprises: determining a first contact manner of the operation and maintenance personnel responsible for the operation and maintenance of the abnormal resource from a resource database; and calling the work order management subsystem to generate a resource abnormality processing work order based on the resource identification information, the abnormal type and the first contact manner, and sending the resource abnormality processing work order to the operation and maintenance personnel through the first contact manner.
[0011] Optionally, in a case where a plurality of abnormal resources correspond to a same operation and maintenance personnel, a preset processing priority of each abnormal resource is determined; and the work order management subsystem is called to generate a resource abnormality processing work order corresponding to each abnormal resource, wherein the processing priority of the corresponding abnormal resource is included in each resource abnormality processing work order.
[0012] Optionally, the calling the customer relationship management subsystem to determine the customer corresponding to the affected business and sending resource abnormality notification information to the customer comprises: calling the customer relationship management subsystem to determine a second contact manner of the customer corresponding to the affected business based on a stored customer business list, and sending resource abnormality notification information to the customer through the second contact manner, wherein the resource abnormality notification information comprises the resource identification information, the abnormal type and an expected abnormal maintenance time.
[0013] According to another aspect of the embodiments of this application, a resource anomaly management system is also provided, including: a resource management subsystem, a resource monitoring subsystem, a data management subsystem, a work order management subsystem, and a customer relationship management subsystem. The data management subsystem stores mapping relationships between multiple resources and multiple services, including a call chain from the service layer to the resource layer. The resource management subsystem is used to receive resource anomaly alarm information from the resource monitoring subsystem and identify the abnormal resource; call the data management subsystem to identify the affected service corresponding to the abnormal resource; identify the maintenance personnel corresponding to the abnormal resource and call the work order management subsystem to send a resource anomaly handling work order to the maintenance personnel; and call the customer relationship management subsystem to identify the customer corresponding to the affected service and send resource anomaly notification information to the customer.
[0014] According to another aspect of the embodiments of this application, an electronic device is also provided, the electronic device including: a memory and a processor, wherein the memory stores a computer program, and the processor is configured to execute the above-described resource exception management method through the computer program.
[0015] In this embodiment, the resource management subsystem receives predicted or monitored resource anomaly alarm information from the resource monitoring subsystem to identify the abnormal resource. It then calls the data management subsystem to determine the affected services corresponding to the abnormal resource. Next, it identifies the maintenance personnel corresponding to the abnormal resource and sends them a resource anomaly handling work order. Simultaneously, it sends resource anomaly notification information to the customers corresponding to the affected services. This solution achieves the technical effect of timely and accurate location of the impact of resource anomalies on services, enabling rapid response to resource anomalies, efficient organization of maintenance work, and timely notification of relevant parties to reduce business interruption time. It effectively solves the technical problem of traditional resource anomaly handling solutions that can only locate abnormal resources but cannot locate the products and services affected by the abnormal resources. Attached Figure Description
[0016] The accompanying drawings, which are included to provide a further understanding of this application and form part of this application, illustrate exemplary embodiments and are used to explain this application, but do not constitute an undue limitation of this application. In the drawings:
[0017] Figure 1 This is a schematic diagram of an optional resource anomaly management system according to an embodiment of this application;
[0018] Figure 2 This is a flowchart illustrating an optional resource anomaly management method according to an embodiment of this application;
[0019] Figure 3 This is a schematic diagram of the structure of an optional electronic device according to an embodiment of this application. Detailed Implementation
[0020] To enable those skilled in the art to better understand the present application, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of the present application, and not all embodiments. Based on the embodiments in the present application, all other embodiments obtained by those of ordinary skill in the art without creative effort should fall within the scope of protection of the present application.
[0021] It should be noted that the terms "first," "second," etc., used in the specification, claims, and drawings of this application are used to distinguish similar objects and are not necessarily used to describe a specific order or sequence. It should be understood that such data can be interchanged where appropriate so that the embodiments of this application described herein can be implemented in orders other than those illustrated or described herein. Furthermore, the terms "comprising" and "having," and any variations thereof, are intended to cover non-exclusive inclusion; for example, a process, method, system, product, or apparatus that comprises a series of steps or units is not necessarily limited to those steps or units explicitly listed, but may include other steps or units not explicitly listed or inherent to such processes, methods, products, or apparatus.
[0022] The information collected in this application embodiment is information and data authorized by the user or fully authorized by all parties. The collection, storage, use, processing, transmission, provision, disclosure and application of the relevant data all comply with the relevant laws, regulations and standards of the relevant countries and regions, necessary confidentiality measures have been taken, and they do not violate public order and good morals. Corresponding operation entry points are provided for users to choose to authorize or refuse.
[0023] To better understand the embodiments of this application, the following is a translation and explanation of some nouns or terms that appear in the description of the embodiments of this application:
[0024] Resources: In this application, resources mainly refer to network resources, which can be divided into two categories: logical resources and physical resources. Logical resources include non-physical resources such as number resources and cloud resources that can provide network-related capabilities, while physical resources include resources with specific physical entities such as routers and switches that can provide network-related capabilities.
[0025] The PSR (Product-Service-Resource) framework is an architectural approach used in the telecommunications and IT industries to describe and manage network resources and services. Its main goal is to achieve efficient management of network resources and rapid response to services by decoupling and layering products (services), services, and resources in the network.
[0026] Example 1
[0027] To address the technical problem that traditional resource anomaly handling solutions can only locate the abnormal resource but cannot pinpoint the products and services affected by it, embodiments of this application provide a resource anomaly management system, such as... Figure 1 As shown, the system includes: a resource management subsystem 11, a resource monitoring subsystem 12, a data management subsystem 13, a work order management subsystem 14, and a customer relationship management subsystem 15, wherein:
[0028] The resource monitoring subsystem 12 can monitor the status information of various resources in the entire system and generate resource anomaly alarm information when resource anomalies are detected; it can also predict the future status of resources based on the historical status information of resources and generate resource anomaly alarm information when it is predicted that resource anomalies may occur.
[0029] Data management subsystem 13 maintains a mapping relationship between multiple resources and multiple services based on the PSR framework. This mapping relationship includes a complete call chain from the business layer to the service layer and then to the resource layer.
[0030] Work order management subsystem 14 is used to manage or dispatch resource exception handling work orders;
[0031] Customer Relationship Management Subsystem 15 is used to manage customer-related information, such as contact information;
[0032] Resource Management Subsystem 11 is the central hub of the entire system. It can call other subsystems through interfaces provided by other subsystems to perform tasks such as information query, work order issuance, and exception notification, thereby completing the management of abnormal resources.
[0033] As an optional implementation, the resource management subsystem 11 can receive resource anomaly alarm information from the resource monitoring subsystem 12, identify the abnormal resource; call the data management subsystem 13 to identify the affected service corresponding to the abnormal resource; identify the maintenance personnel corresponding to the abnormal resource, and call the work order management subsystem 14 to send a resource anomaly handling work order to the maintenance personnel; and call the customer relationship management subsystem 15 to identify the customer corresponding to the affected service, and send resource anomaly notification information to the customer.
[0034] By establishing a mapping relationship from resources to services, this system can quickly trace the affected services once a resource anomaly is detected, achieving precise location of services affected by abnormal resources. Then, it can promptly notify operations and maintenance personnel and affected customers, thereby minimizing the impact of resource anomalies on users.
[0035] The following section describes the functions and interaction methods of each module in the resource anomaly management system, based on a specific implementation process.
[0036] As an optional implementation, the resource monitoring subsystem can monitor the status indicator data of various resources in the system in real time and compare them with preset standard indicator thresholds. If the status indicator data of a certain resource exceeds the standard indicator threshold, such as detecting excessively high packet loss rate, excessively long latency, excessively high bandwidth utilization, or too many login failures, it is determined that the resource is abnormal. The resource monitoring subsystem will generate resource abnormality alarm information and send the resource abnormality alarm information to the resource management subsystem based on a preset interface protocol.
[0037] Optionally, resource anomaly alarm information may include: resource identifier information and anomaly type of the anomaly resource. The resource identifier information uniquely identifies a resource, serving as the basis for identifying the anomaly resource and a key basis for subsequent operational actions. Resource identifier information can be customized according to resource type. For example, general resource identifier information can be the device name or number (such as the server name "Server01" or the device serial number "SN123456"). For physical resources, it can also be identified based on their location information (such as the location of the data center, rack number, device slot location, etc.). For network devices, it can be identified based on their IP address. For applications, it can be identified based on their domain name or URL (Uniform Resource Locator). The anomaly type is the specific type of anomaly / failure that occurred to the resource.
[0038] After receiving resource anomaly alarm information, the resource management subsystem can identify the abnormal resource based on the resource identification information and call the data management subsystem to determine the affected business corresponding to the abnormal resource.
[0039] Optionally, the resource management subsystem can send resource identification information to the data management subsystem through the query interface provided by the data management subsystem; the data management subsystem can determine the target mapping relationship corresponding to the resource identification information from the multiple sets of mapping relationships maintained, determine the business in the target mapping relationship as the affected business, and report the affected business to the resource management subsystem.
[0040] For example, when the resource management subsystem sends resource ID=R001 to the data management subsystem, the data management subsystem finds the corresponding mapping relationship as follows: Resource layer: resource ID=R001 (gateway device) — Service layer: service ID=S001 (data forwarding service) — Business layer: business ID=P001 (enterprise leased line business), that is, it determines that the affected business is the enterprise leased line business with business identifier P001.
[0041] Optionally, when there are multiple target mapping relationships corresponding to resource identification information, i.e., multiple affected services, the data management subsystem can also generate an impact surface list based on the multiple affected services and directly feed the impact surface list back to the resource management subsystem.
[0042] To quickly resolve resource anomaly issues, the resource management subsystem, after identifying the abnormal resource, can determine the corresponding operations and maintenance personnel and call the work order management subsystem to generate and send a resource anomaly handling work order to the operations and maintenance personnel.
[0043] Optionally, the resource management subsystem can determine the primary contact information of the maintenance personnel responsible for maintaining abnormal resources from its own maintained resource database. The resource database maintains multi-dimensional attribute information of various resources, such as resource name, resource type, resource location, the object responsible for maintaining the resource and its contact information.
[0044] Afterwards, the resource management subsystem can send information such as resource identification information, exception type, and first contact information to the work order management subsystem through the interface provided by the work order management subsystem. The work order management subsystem can generate a resource exception handling work order based on this information and dispatch the resource exception handling work order to the corresponding operation and maintenance personnel based on the first contact information.
[0045] For example, the resource management subsystem retrieves the first contact information of the object responsible for maintaining resource R001 from the resource database: Maintenance Group: Group B — Maintenance Personnel: Mr. Zhou — Contact Number: 139XXXX5678 — Email: xxxx@163.com. It can then send the resource identification information, anomaly type, and first contact information to the work order management subsystem. The work order management subsystem can fill in this information into a preset work order template to generate a resource anomaly handling work order, and push the resource anomaly handling work order to Mr. Zhou via SMS or email.
[0046] In some scenarios, due to a shortage of maintenance personnel, there may be multiple abnormal resources corresponding to the same maintenance personnel. In such cases, the maintenance personnel will certainly not be able to handle all abnormal resources at the same time. In order to minimize the losses caused by resource anomalies, it is necessary to prioritize handling those abnormal resources that have a more serious impact.
[0047] Optionally, the resource management subsystem can pre-set processing priorities for each abnormal resource based on factors such as resource dependencies and the degree of impact of resource anomalies. For example, first consider resource dependencies: if the first resource is a prerequisite for the normal operation of the second resource, then the processing priority of the first resource will necessarily be higher than that of the second resource. If the first and second resources have no dependency relationship, the degree of their impact can be further analyzed. Suppose that an anomaly in the first resource will affect 5 related services, while an anomaly in the second resource will only affect 1 related service. In this case, the impact of the first resource is determined to be higher than that of the second resource, and the processing priority of the first resource can be set to be higher than that of the second resource. When the number of affected services is similar, the importance of the affected services can be further analyzed to determine the degree of impact of the resource anomaly, and then a processing priority can be set for it. The specific method of setting the processing priority can be set by the user according to experience or needs. This is only an example and does not constitute a specific limitation.
[0048] The resource management subsystem can send resource processing priorities to the work order management subsystem. The work order management subsystem can generate a corresponding resource exception handling work order for each abnormal resource, and each resource exception handling work order includes the processing priority of the corresponding abnormal resource. The work order management subsystem can also generate a single resource exception handling work order for multiple abnormal resources under the responsibility of the operation and maintenance personnel, as long as the processing priority of each abnormal resource is clearly marked.
[0049] To reduce the likelihood of affected business parties complaining about resource anomalies, the resource management subsystem, after identifying the affected business, can call the customer relationship management subsystem to determine the customer corresponding to the affected business and send resource anomaly notification information to the customer.
[0050] Optionally, the resource management subsystem can send the business identification information of the affected business to the customer relationship management subsystem through the interface provided by the customer relationship management subsystem; the customer relationship management subsystem can determine the second contact information of the customer corresponding to the business identification information from the customer business list it maintains, and feed back the customer and its second contact information to the resource management subsystem; the resource management subsystem can send resource anomaly notification information to the customer through the second contact information, wherein the resource anomaly notification information may include: resource identification information, anomaly type and expected abnormal maintenance time based on historical resource failure records, and may also include the first contact information of the operation and maintenance personnel.
[0051] For example, the resource management subsystem sends the business identifier P001 of the affected business to the customer relationship management subsystem. The customer relationship management subsystem then determines the corresponding customer's secondary contact information from the maintained customer business list: Company: A—Contact Person: Zhang—Contact Number: 138XXXX1234—Email: zzzz@163.com, and feeds this information back to the resource management subsystem. The resource management subsystem then sends a resource anomaly notification to Zhang via SMS or email, promptly informing him of the cause of the business interruption, the type of anomaly, and the expected timeframe for service restoration. This provides the customer with a clear expectation and also provides Zhou's contact information, allowing him to stay informed about the resource restoration progress and preventing unsolicited complaints that could lead to decreased customer satisfaction.
[0052] In the above process, the mapping relationship between resources and services is maintained based on the PSR framework. When a resource anomaly is detected, the affected service can be quickly traced through the mapping relationship, realizing the accurate location of the service affected by the abnormal resource. Then, the operation and maintenance personnel and affected customers can be notified in a timely manner, which can minimize the impact of resource anomalies on customers.
[0053] Optionally, considering that detection and location solutions that only address resource anomalies lack foresight and can easily affect business continuity, this application also proposes a resource anomaly early warning mechanism. By predicting the resource status over a future period, it intervenes in advance when anomalies may occur, thereby improving the stability and reliability of the system.
[0054] As an optional implementation, the resource monitoring subsystem can analyze the indicator data of each resource within a historical time period based on a pre-trained resource prediction model to predict resources that may be abnormal in the future time period.
[0055] Among them, the resource prediction models mentioned above can adopt LSTM (Long Short-Term Memory), GRU (Gated Recurrent Unit), CNN (Convolutional Neural Networks), RF (Random Forest), etc. Since each model has its applicable scenarios and characteristics, for different types of resources, appropriate prediction models can be set based on their historical data characteristics and prediction accuracy requirements.
[0056] Optionally, when training the resource prediction model, a sliding time window approach can be used to obtain multiple sets of resource indicator data from historical time periods as training samples. These resource indicator data can include: various performance indicators of resources (such as CPU utilization, memory usage, hard disk I / O rate, network throughput, latency, response time, etc.), usage patterns (such as the number of users using the resources, usage trends, peak and off-peak periods, etc.), and environmental parameters (such as the operating status of network devices and network topology). The resource status within a certain period after each historical time period can be used as corresponding sample labels to guide the model in learning how to identify potential abnormal signals from the input resource indicator data. By iteratively training the initial model using multiple sets of training samples and sample labels, the model's predictive ability can be optimized to achieve higher accuracy and recall, thus obtaining a resource prediction model capable of accurately predicting abnormal resource states in future time periods.
[0057] Subsequently, the resource monitoring subsystem can generate resource anomaly alarm information based on the predicted abnormal resource's resource identification information, anomaly type, and anomaly indicator data within a future time period, and send it to the resource monitoring subsystem. After receiving the resource anomaly alarm information, the resource monitoring subsystem determines that it is a warning of possible future resource anomalies. It can first call the data management subsystem to determine the target mapping relationship corresponding to the resource identification information from multiple stored mapping relationships. Then, it uses a pre-trained business impact analysis model to analyze the anomaly indicator data and the target mapping relationship to obtain the degree of impact of the abnormal resource on each business with a mapping relationship within a future time period, and determine the business whose corresponding degree of impact index is greater than the preset degree of impact threshold as the affected business.
[0058] The aforementioned business impact analysis model can employ regression analysis (linear regression, logistic regression, etc.) models, GNN (Graph Neural Network), etc., to assess the specific impact of resource anomalies. The model's input includes two parts: first, resource anomaly indicator data for a future time period; and second, target mapping relationships, i.e., business and service structure information associated with the anomaly resource. Based on the input resource anomaly indicator data, the business impact analysis model makes predictions. By learning the complex relationship between resource anomalies and business impact within the resource anomaly indicator data, it calculates the potential impact on related businesses within a future time period, thereby outputting an impact degree indicator to quantify the impact of resource anomalies on the business.
[0059] After identifying abnormal resources, the resource management subsystem can determine the corresponding operations and maintenance personnel and call the work order management subsystem to generate and send a resource anomaly handling work order to the operations and maintenance personnel.
[0060] Optionally, the resource management subsystem can determine the primary contact information of the maintenance personnel responsible for the abnormal resource from its own maintained resource database, and then send the resource identification information, abnormality type, and primary contact information to the work order management subsystem through the interface provided by the work order management subsystem. The work order management subsystem can generate a resource abnormality handling work order based on this information and dispatch the resource abnormality handling work order to the corresponding maintenance personnel based on the primary contact information.
[0061] It should be noted that the above-mentioned real-time resource anomaly alert and early warning resource anomaly alert schemes can be implemented simultaneously. Therefore, the corresponding resource anomaly handling work order needs to clearly indicate whether the resource has already experienced an anomaly and needs repair, or whether it may experience an anomaly and needs to be checked in advance. If there is a priority determination issue, the processing priority of resources that have already experienced anomalies should be higher than the processing priority of resources that may experience anomalies.
[0062] To reduce the likelihood of affected business parties complaining about resource anomalies, the resource management subsystem can proactively call the customer relationship management subsystem to identify the customers corresponding to the affected business before a resource anomaly occurs, and send resource anomaly notification information to the customers.
[0063] Optionally, the resource management subsystem can send the business identification information of the affected business to the customer relationship management subsystem through the interface provided by the customer relationship management subsystem; the customer relationship management subsystem can determine the second contact information of the customer corresponding to the business identification information from the customer business list it maintains, and feed back the customer and its second contact information to the resource management subsystem; the resource management subsystem can send resource anomaly notification information to the customer through the second contact information, wherein the resource anomaly notification information may include: the resource identification information of the resource that may be abnormal, the anomaly type, and the expected abnormal maintenance time based on historical resource failure records, and may also include the first contact information of the operation and maintenance personnel.
[0064] By notifying customers in advance of potential resource anomalies, they can make necessary preparations and avoid complaints and decreased satisfaction due to business interruptions after the anomalies actually occur.
[0065] In this embodiment, the resource management subsystem receives predicted or monitored resource anomaly alarm information from the resource monitoring subsystem to identify the abnormal resource. It then calls the data management subsystem to determine the affected services corresponding to the abnormal resource. Next, it identifies the maintenance personnel corresponding to the abnormal resource and sends them a resource anomaly handling work order. Simultaneously, it sends resource anomaly notification information to the customers of the affected services. This solution achieves the technical effect of timely and accurate location of the impact of resource anomalies on services, enabling rapid response to resource anomalies, efficient organization of maintenance work, and timely notification of relevant parties to reduce business interruption time. It effectively solves the technical problem of traditional resource anomaly handling solutions that can only locate abnormal resources but cannot locate the products and services affected by the abnormal resources.
[0066] Example 2
[0067] Based on the above-mentioned resource anomaly management system, this application embodiment also provides a resource anomaly management method executed by a resource management subsystem. It should be noted that the steps shown in the flowchart in the accompanying drawings can be executed in a computer system such as a set of computer-executable instructions. Furthermore, although a logical order is shown in the flowchart, in some cases, the steps shown or described may be executed in a different order than that shown here.
[0068] Figure 2 This is a flowchart illustrating a resource anomaly management method according to an embodiment of this application, such as... Figure 2 As shown, the method includes the following steps:
[0069] Step S202: Receive resource anomaly alarm information from the resource monitoring subsystem and identify the abnormal resource;
[0070] Step S204: Invoke the data management subsystem to determine the affected business corresponding to the abnormal resource. The data management subsystem stores the mapping relationship between multiple resources and multiple businesses. The mapping relationship includes the call chain from the business layer to the service layer and then to the resource layer.
[0071] Step S206: Identify the maintenance personnel corresponding to the abnormal resource and send a resource abnormality handling work order to the maintenance personnel by calling the work order management subsystem;
[0072] Step S208: Call the customer relationship management subsystem to determine the customer corresponding to the affected business and send a resource anomaly notification to the customer.
[0073] The following section explains the steps of the resource anomaly management method using two specific implementation scenarios.
[0074] In the first scenario, the resource anomaly alarm information received by the resource management subsystem from the resource monitoring subsystem includes: the resource identifier information and anomaly type of the abnormal resource detected by the resource monitoring subsystem. The resource management subsystem can then determine that the resource corresponding to the resource identifier information is an abnormal resource.
[0075] Subsequently, the resource management subsystem can determine the affected services in the following way: by calling the data management subsystem to determine the target mapping relationship corresponding to the abnormal resource from multiple stored mapping relationships; and by determining that the services in the target mapping relationship are the affected services.
[0076] Optionally, after identifying the abnormal resource, the resource management subsystem can determine the first contact information of the maintenance personnel responsible for maintaining the abnormal resource from the resource database; call the work order management subsystem to generate a resource abnormality handling work order based on the resource identification information, abnormality type and first contact information, and send the resource abnormality handling work order to the maintenance personnel through the first contact information.
[0077] When multiple abnormal resources correspond to the same maintenance personnel, the resource management subsystem can determine the preset processing priority of each abnormal resource, and then call the work order management subsystem to generate resource abnormality handling work orders corresponding to each abnormal resource. Each resource abnormality handling work order includes the processing priority of the corresponding abnormal resource.
[0078] Optionally, after identifying the affected business, the resource management subsystem can call the customer relationship management subsystem to determine the second contact method of the customer corresponding to the affected business based on the stored customer business list, and send resource anomaly notification information to the customer through the second contact method. The resource anomaly notification information includes: resource identification information, anomaly type, and expected anomaly maintenance time.
[0079] By maintaining the mapping relationship between resources and services, when a resource anomaly is detected, the affected service can be quickly traced through the mapping relationship, achieving accurate location of the service affected by the abnormal resource. Then, the operation and maintenance personnel and affected customers can be notified in a timely manner, which can minimize the impact of resource anomalies on customers.
[0080] In the second scenario, the resource anomaly alarm information received by the resource management subsystem from the resource monitoring subsystem includes: After analyzing the indicator data of each resource within a historical time period based on a pre-trained resource prediction model, the resource monitoring subsystem predicts the resource identifier information and anomaly type of resources that may be abnormal in a future time period. The resource management subsystem can then determine that the resource corresponding to the resource identifier information is an abnormal resource and obtain the abnormal indicator data of the abnormal resource predicted by the resource prediction model for the future time period.
[0081] In this scenario, the resource management subsystem can determine potentially affected businesses in the following way: it calls the data management subsystem to determine the target mapping relationship corresponding to the abnormal resource from multiple stored mapping relationships, and analyzes the abnormal indicator data and target mapping relationship based on the pre-trained business impact analysis model to obtain the degree of impact of the abnormal resource on each business with a mapping relationship in the future time period; and determines the business whose corresponding degree of impact index is greater than the preset degree of impact threshold as the affected business.
[0082] Optionally, after identifying the abnormal resource, the resource management subsystem can determine the first contact information of the maintenance personnel responsible for maintaining the abnormal resource from the resource database; call the work order management subsystem to generate a resource abnormality handling work order based on the resource identification information, abnormality type and first contact information, and send the resource abnormality handling work order to the maintenance personnel through the first contact information.
[0083] When multiple abnormal resources correspond to the same maintenance personnel, the resource management subsystem can determine the preset processing priority of each abnormal resource, and then call the work order management subsystem to generate resource abnormality handling work orders corresponding to each abnormal resource. Each resource abnormality handling work order includes the processing priority of the corresponding abnormal resource.
[0084] Optionally, after identifying the affected business, the resource management subsystem can call the customer relationship management subsystem to determine the second contact method of the customer corresponding to the affected business based on the stored customer business list, and send resource anomaly notification information to the customer through the second contact method. The resource anomaly notification information includes: resource identification information, anomaly type, and expected anomaly maintenance time.
[0085] By notifying customers in advance of potential resource anomalies, they can make necessary preparations and avoid complaints and decreased satisfaction due to business interruptions after the anomalies actually occur.
[0086] Both of the above methods can be implemented simultaneously, but it is necessary to clearly indicate in the corresponding resource anomaly handling work order and resource anomaly notification information whether the resource has already experienced an anomaly or may experience an anomaly. If there is a priority determination issue, the processing priority of resources that have already experienced anomalies should be higher than the processing priority of resources that may experience anomalies.
[0087] It should be noted that each step in the resource anomaly management method in this application corresponds to the interaction process of each subsystem of the resource anomaly management system in embodiment 1. Since embodiment 1 has been described in detail, some details not shown in this embodiment can be referred to embodiment 1, and will not be elaborated further here.
[0088] Example 3
[0089] According to an embodiment of this application, a computer program product is also provided, which includes a computer program, wherein when the computer program is executed by a processor, it implements the resource exception management method in embodiment 2.
[0090] According to an embodiment of this application, a non-volatile storage medium is also provided, which includes a stored computer program, wherein the device where the non-volatile storage medium is located executes the resource anomaly management method in Embodiment 2 by running the computer program.
[0091] According to an embodiment of this application, a processor is also provided for running a computer program, wherein the computer program executes the resource exception management method in embodiment 2 during runtime.
[0092] According to an embodiment of this application, an electronic device is also provided, comprising: a memory and a processor, wherein the memory stores a computer program, and the processor is configured to execute the resource exception management method of embodiment 2 through the computer program.
[0093] Specifically, the computer program executes the following steps during runtime: receiving resource anomaly alarm information from the resource monitoring subsystem and identifying the abnormal resource; calling the data management subsystem to determine the affected business corresponding to the abnormal resource, wherein the data management subsystem stores multiple mapping relationships between multiple resources and multiple businesses, including the call chain from the business layer to the service layer and then to the resource layer; identifying the maintenance personnel corresponding to the abnormal resource and calling the work order management subsystem to send a resource anomaly handling work order to the maintenance personnel; and calling the customer relationship management subsystem to determine the customer corresponding to the affected business and sending resource anomaly notification information to the customer.
[0094] As an alternative implementation, the above-mentioned electronic device may exist in the form of a mobile terminal, a computer terminal, or a similar computing device. Figure 3 A hardware block diagram of an electronic device for implementing a resource anomaly management method is shown. Figure 3 As shown, the electronic device 30 may include one or more processors 302 (shown as 302a, 302b, ..., 302n in the figure) (processor 302 may include, but is not limited to, a microprocessor MCU or a programmable logic device FPGA, etc.), a memory 304 for storing data, and a transmission device 306 for communication functions. In addition, it may also include: a display, an input / output interface (I / O interface), a universal serial bus (USB) port (which may be included as one of the ports of a BUS bus), a network interface, a power supply, and / or a camera. Those skilled in the art will understand that... Figure 3The structure shown is for illustrative purposes only and does not limit the structure of the aforementioned electronic device. For example, electronic device 30 may also include... Figure 3 The more or fewer components shown, or having the same Figure 3 The different configurations shown.
[0095] It should be noted that the aforementioned one or more processors 302 and / or other data processing circuits are generally referred to herein as "data processing circuits". These data processing circuits may be embodied, in whole or in part, in software, hardware, firmware, or any other combination thereof. Furthermore, the data processing circuits may be a single, independent processing module, or may be integrated, in whole or in part, into any other element of the electronic device 30. As involved in the embodiments of this application, the data processing circuit serves as a processor control mechanism (e.g., selection of a variable resistor termination path connected to an interface).
[0096] The memory 304 can be used to store software programs and modules of application software, such as the program instructions / data storage device corresponding to the resource anomaly management method in this embodiment. The processor 302 executes various functional applications and data processing by running the software programs and modules stored in the memory 304, thereby implementing the aforementioned application vulnerability detection method. The memory 304 may include high-speed random access memory, and may also include non-volatile memory, such as one or more magnetic storage devices, flash memory, or other non-volatile solid-state memory. In some instances, the memory 304 may further include memory remotely located relative to the processor 302, and these remote memories can be connected to the electronic device 30 via a network. Examples of such networks include, but are not limited to, the Internet, corporate intranets, local area networks, mobile communication networks, and combinations thereof.
[0097] The transmission device 306 is used to receive or send data via a network. Specific examples of the network described above may include a wireless network provided by the communication provider of the electronic device 30. In one example, the transmission device 306 includes a Network Interface Controller (NIC), which can connect to other network devices via a base station to communicate with the Internet. In another example, the transmission device 306 may be a Radio Frequency (RF) module, used for wireless communication with the Internet.
[0098] The display can be, for example, a touchscreen liquid crystal display (LCD), which allows the user to interact with the user interface of the electronic device 30.
[0099] The sequence numbers of the above embodiments are for descriptive purposes only and do not represent the superiority or inferiority of the embodiments.
[0100] In the above embodiments of this application, the descriptions of each embodiment have different focuses. For parts not described in detail in a certain embodiment, please refer to the relevant descriptions of other embodiments.
[0101] In the several embodiments provided in this application, it should be understood that the disclosed technical content can be implemented in other ways. The device embodiments described above are merely illustrative; for example, the division of units can be a logical functional division, and in actual implementation, there may be other division methods. For example, multiple units or components may be combined or integrated into another system, or some features may be ignored or not executed. Furthermore, the displayed or discussed mutual couplings, direct couplings, or communication connections may be through some interfaces; indirect couplings or communication connections between units or modules may be electrical or other forms.
[0102] The units described as separate components may or may not be physically separate. The components shown as units may or may not be physical units; that is, they may be located in one place or distributed across multiple units. Some or all of the units can be selected to achieve the purpose of this embodiment according to actual needs.
[0103] Furthermore, the functional units in the various embodiments of this application can be integrated into one processing unit, or each unit can exist physically separately, or two or more units can be integrated into one unit. The integrated unit can be implemented in hardware or as a software functional unit.
[0104] If the integrated unit is implemented as a software functional unit and sold or used as an independent product, it can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of this application, in essence, or the part that contributes to the prior art, or all or part of the technical solution, can be embodied in the form of a software product. This computer software product is stored in a storage medium and includes several instructions to cause a computer device (which may be a personal computer, server, or network device, etc.) to execute all or part of the steps of the methods of the various embodiments of this application. The aforementioned storage medium includes various media capable of storing program code, such as a USB flash drive, read-only memory (ROM), random access memory (RAM), portable hard drive, magnetic disk, or optical disk.
[0105] The above are merely preferred embodiments of this application. It should be noted that those skilled in the art can make various improvements and modifications without departing from the principles of this application, and these improvements and modifications should also be considered within the scope of protection of this application.
Claims
1. A resource anomaly management method, applied to a resource management subsystem, characterized in that, include: Receive resource anomaly alarm information from the resource monitoring subsystem and identify the abnormal resources; The data management subsystem is invoked to determine the affected business corresponding to the abnormal resource. The data management subsystem stores multiple mapping relationships between resources and multiple businesses. The mapping relationship includes a call chain from the business layer to the service layer and then to the resource layer. Identify the maintenance personnel corresponding to the abnormal resource, and send a resource abnormality handling work order to the maintenance personnel by calling the work order management subsystem; The customer relationship management subsystem is invoked to identify the customer corresponding to the affected service, and a resource anomaly notification is sent to the customer.
2. The method according to claim 1, characterized in that, Receive resource anomaly alarm information from the resource monitoring subsystem, identify the abnormal resources, including: Receive resource anomaly alarm information from the resource monitoring subsystem, wherein the resource anomaly alarm information includes: resource identification information and anomaly type of the abnormal resource detected by the resource monitoring subsystem; The resource corresponding to the resource identifier information is determined to be an abnormal resource.
3. The method according to claim 2, characterized in that, The data management subsystem is invoked to determine the affected services corresponding to the abnormal resources, including: The data management subsystem is invoked to determine the target mapping relationship corresponding to the abnormal resource from multiple stored mapping relationships; The services in the target mapping relationship are identified as the affected services.
4. The method according to claim 1, characterized in that, Receive resource anomaly alarm information from the resource monitoring subsystem, identify the abnormal resources, including: Receive resource anomaly alarm information from the resource monitoring subsystem, wherein the resource anomaly alarm information includes: the resource identification information and anomaly type of the resources that are abnormal in a future time period after the resource monitoring subsystem analyzes the indicator data of each resource in a historical time period based on a pre-trained resource prediction model. The resource corresponding to the resource identification information is determined to be an abnormal resource, and the abnormal indicator data of the abnormal resource predicted by the resource prediction model within the future time period is obtained.
5. The method according to claim 4, characterized in that, The data management subsystem is invoked to determine the affected services corresponding to the abnormal resources, including: The data management subsystem is invoked to determine the target mapping relationship corresponding to the abnormal resource from multiple stored mapping relationships, and the abnormal indicator data and the target mapping relationship are analyzed based on a pre-trained business impact analysis model to obtain the degree of impact of the abnormal resource on each business with a mapping relationship in the future time period. Businesses whose corresponding impact level indicators exceed the preset impact level threshold are identified as affected businesses.
6. The method according to claim 3 or 5, characterized in that, Identify the maintenance personnel corresponding to the abnormal resource, and send a resource anomaly handling work order to the maintenance personnel through the work order management subsystem, including: Determine the primary contact information of the maintenance personnel responsible for maintaining the abnormal resource from the resource database; The work order management subsystem is invoked to generate a resource exception handling work order based on the resource identification information, the exception type, and the first contact method, and the resource exception handling work order is sent to the operation and maintenance personnel through the first contact method.
7. The method according to claim 6, characterized in that, The method further includes: When multiple abnormal resources correspond to the same operations and maintenance personnel, determine the preset processing priority for each abnormal resource; The work order management subsystem is invoked to generate resource exception handling work orders corresponding to each abnormal resource. Each resource exception handling work order includes the processing priority of the corresponding abnormal resource.
8. The method according to claim 3 or 5, characterized in that, The customer relationship management subsystem is invoked to determine the customer corresponding to the affected service, and a resource anomaly notification is sent to the customer, including: The customer relationship management subsystem is invoked to determine the second contact method of the customer corresponding to the affected business based on the stored customer business list, and a resource anomaly notification information is sent to the customer through the second contact method. The resource anomaly notification information includes: the resource identification information, the anomaly type, and the expected anomaly maintenance time.
9. A resource anomaly management system, characterized in that, include: The system comprises a resource management subsystem, a resource monitoring subsystem, a data management subsystem, a work order management subsystem, and a customer relationship management subsystem. The data management subsystem stores mapping relationships between multiple resources and multiple services. These mapping relationships include a call chain from the business layer to the service layer and then to the resource layer. The resource management subsystem is used to receive resource anomaly alarm information from the resource monitoring subsystem and identify the abnormal resource; call the data management subsystem to identify the affected service corresponding to the abnormal resource; identify the maintenance personnel corresponding to the abnormal resource and call the work order management subsystem to send a resource anomaly handling work order to the maintenance personnel; and call the customer relationship management subsystem to identify the customer corresponding to the affected service and send resource anomaly notification information to the customer.
10. An electronic device, characterized in that, include: A memory and a processor, wherein the memory stores a computer program, and the processor is configured to execute the resource anomaly management method according to any one of claims 1 to 7 through the computer program.