Business and it resource association configuration database system and service desk request method

Abstract

The application relates to the technical field of configuration management databases, in particular to a configuration database system and a service desk request method associated with business and IT resources. The application designs a three-layer architecture configuration database system: a unified configuration item library is used in the data layer to store business configuration items, IT resource configuration items and associated relationship data, and an associated weight value and a valid time index are introduced; an associated model engine is used in the associated layer to establish a bidirectional associated model, a state change is detected and updated by using an automatic discovery module, and a topology visualization module is used to present the associated relationship; a business impact analysis module is arranged in the application layer to calculate an impact degree, a service desk linkage module is provided with priority basis, quick matching and scheme generation are realized; and through hierarchical design and module cooperation, deep integration of business and IT resources and intelligent processing of service response are realized.

Description

Technical Field

[0001] This application relates to the technical field of configuration management databases, and in particular to configuration database systems and service desk request methods that associate business and IT resources. Background Technology

[0002] As enterprise IT systems continue to expand and the relationship between business and IT resources becomes increasingly complex, the Configuration Management Database (CMDB), as a core component of IT operations, plays a crucial role in supporting business continuity and service quality. Effectively managing IT resource configuration information and ensuring stable business operations has become a significant challenge for enterprises undergoing digital transformation.

[0003] Existing technologies employ automated data collection tools to acquire IT resource data and establish relationships between resources through preset rules. Specifically, they automatically discover IT devices in the network and collect basic device information through network scanning, proxy programs, and other methods; and identify dependencies between IT resources by analyzing network topology, application call relationships, and other technical means.

[0004] However, this technology only connects IT resources and cannot map business logic to underlying IT resources. This makes it difficult to assess the scope of business impact when a failure occurs and to provide accurate handling suggestions for service requests. This situation needs further improvement. Summary of the Invention

[0005] To address the problem that existing configuration management databases cannot map business logic to underlying IT resources, making it difficult to assess the scope of business impact and provide accurate handling suggestions for service requests in the event of a failure, this application provides a configuration database system that associates business logic with IT resources and a service desk request method, adopting the following technical solution: In a first aspect, this application provides a configuration database system that associates business operations with IT resources, characterized in that it includes: The data layer has a unified configuration item library for storing business configuration item data, IT resource configuration item data, and relationship data. The relationship data includes relationship weight values ​​and relationship effective time. The association layer interacts with the data layer and includes an association model engine, an automatic discovery module, and a topology visualization module. The association model engine is used to establish a bidirectional association model between business configuration item data and IT resource configuration item data, generate the association relationship data, and store the association relationship data in the unified configuration item library; The automatic discovery module is used to detect changes in the status of the IT resource configuration item data and trigger the association model engine to update the association relationship data; The topology visualization module is used to generate a relational topology map based on the relational data. The application layer includes a business impact analysis module and a service desk linkage module. The business impact analysis module is used to calculate the business impact based on the association weight value and the association effective time, and generate a business impact report. The service desk linkage module is used to automatically match relevant configuration items based on user request information and the business impact report, and generate a processing response in conjunction with the associated topology diagram.

[0006] By adopting the above technical solution, this application addresses the problems of fragmentation between business systems and IT resources, scattered configuration item information, and untimely updates in traditional configuration management databases. For example, a company's order payment business relies on multiple payment servers and database clusters. When one database fails, the existing system cannot quickly assess the actual impact on the order business or determine the processing priority. This application establishes a unified configuration item library at the data layer, storing business configuration items, IT resource configuration items, and their relationships in a unified manner, and introducing two key indicators: relationship weight value and relationship effective time. At the relationship layer, a bidirectional relationship model between business and IT resources is established through a relationship model engine. An automatic discovery module detects resource status changes in real time and triggers updates, while a topology visualization module visually presents the relationships. At the application layer, a business impact analysis module calculates the degree of impact based on the relationship weight value and effective time, providing priority criteria for the service desk linkage module, enabling it to quickly match relevant configuration items and generate processing solutions. Through layered design and module collaboration, deep integration of business and IT resources, real-time synchronization of configuration information, and intelligent processing of service responses are achieved, significantly improving IT operation and maintenance efficiency and service quality.

[0007] Optionally, the bidirectional association model includes: The business identifier field is used to uniquely identify business configuration items; The resource identifier field is used to uniquely identify IT resource configuration items; The associated weight field is used to calculate the degree of business impact; The timestamp field is used to record the effective time of the association.

[0008] By adopting the above technical solution, in order to solve the problems of ambiguous business-IT resource relationships, inability to quantify the degree of impact, and lack of timeliness management in traditional configuration management systems, this application designs a structured bidirectional association model. This model establishes a precise mapping relationship between business and IT resources through four key fields: a business identifier field ensures that each business configuration item has a unique identifier; a resource identifier field is used to accurately locate IT resource configuration items; an association weight field quantifies the degree of impact of IT resources on the business; and a timestamp field records the effective time of the association, supporting the management of temporary business associations. Through standardized field design, the model achieves precise association between business and IT resources, quantitative calculation of the degree of impact, and timeliness management of the association relationship, providing a reliable data foundation for business impact analysis.

[0009] Optionally, the automatic discovery module obtains the status changes of the IT resource configuration item data through network protocols and generates status change records.

[0010] By adopting the above technical solution, this application actively detects the operating status of IT resources, collects key information such as device performance indicators and configuration parameters in real time, and automatically generates a status change record containing detailed information such as change time, change type, and values ​​before and after the change when a change is detected. Through automated monitoring, real-time perception of IT resource status and automatic recording of changes are achieved, providing strong assurance for the accuracy and timeliness of configuration data, and also providing reliable data support for upper-layer business impact analysis.

[0011] Optionally, the topology visualization module updates the associated topology map in real time based on the status change records, and the business impact analysis module calculates the business impact degree through the following steps: Based on the detection results of the automatic discovery module, the IT resource configuration item data with status changes are obtained to obtain a list of changed resources; Based on the changed resource list, query the unified configuration item library to obtain relevant relationship data; The business impact is calculated based on the relationship data and the relationship weight value.

[0012] By adopting the above technical solution, this application first identifies IT resources whose status has changed based on the detection results of the automatic discovery module and generates a list of changed resources; then it queries the unified configuration item library to obtain the correlation data between these resources and business systems; finally, it combines the correlation weight value to accurately calculate the degree of impact on each business system; through the combination of visualization and quantitative calculation, it realizes the intuitive presentation of the fault propagation path and the accurate assessment of business impact, providing strong data support for IT operation and maintenance decisions.

[0013] Optionally, the process by which the business impact analysis module generates the business impact report includes: The business impact score is calculated based on the business impact level and the associated effective time to obtain the real-time impact assessment result; Based on the real-time impact assessment results and preset thresholds, priority levels are determined to obtain processing priority labels; The relevant configuration items are prioritized according to the processing priority flags, and the business impact report is generated.

[0014] By adopting the above technical solution, this application first calculates the business impact score by combining two key indicators: business impact degree and associated effective time. Then, by comparing it with a preset impact degree threshold, the impact assessment results are divided into different priority levels, and a processing priority is marked for each affected configuration item. Finally, all relevant configuration items are sorted based on the priority markings to generate a business impact report containing the impact degree, priority level, and processing recommendations. Through the three steps of quantitative calculation, hierarchical marking, and priority sorting, the accurate assessment of business impact, the scientific division of processing priorities, and the reasonable determination of response order are achieved, providing a standardized decision-making basis for IT operations and maintenance.

[0015] Optionally, the automatic matching process of the service desk linkage module includes: Analyze the user request information to extract user request keywords and obtain request feature data; Based on the request feature data, the unified configuration item library is retrieved to obtain a list of relevant configuration items; Query the status information and historical fault records based on the relevant configuration item list to obtain detailed configuration item information; The processing response is generated based on the configuration item details and the business impact report.

[0016] By adopting the above technical solution, this application first extracts key information from user requests using semantic analysis technology; then, it uses this feature data to perform intelligent retrieval in a unified configuration item library to quickly locate potentially relevant configuration items; next, it automatically obtains the current status and historical fault records of these configuration items to form a complete configuration item information profile; finally, it combines the priority assessment results in the business impact report to generate a processing response including processing steps, impact scope, priority recommendations, etc.; through four stages—request feature extraction, intelligent matching retrieval, automatic information aggregation, and intelligent response generation—it achieves rapid understanding of service requests, accurate location of configuration items, and intelligent recommendation of processing solutions, thereby improving the response efficiency and service quality of the service desk.

[0017] Secondly, this application provides a service desk request method, which applies the above-mentioned configuration database system and includes the following steps: Receive user request information and analyze and extract keywords to obtain request feature data; Based on the request feature data, query the association data in the unified configuration item library to obtain the relevant business configuration items and IT resource configuration items; The business impact is calculated based on the association weight value and the association effective time, and the business impact report is generated. Based on the business impact report, the processing priority is determined, and the processing response is generated.

[0018] Optionally, the process of generating the association data includes the following steps: Collect business configuration item data and IT resource configuration item data to obtain initial configuration data; The initial configuration data is analyzed according to preset association rules to establish a two-way association relationship; Calculate the association weight value and record the effective time of the association to obtain the association relationship data.

[0019] Optionally, the calculation process for the business impact includes the following steps: Obtain the status change records of the IT resource configuration items to obtain a list of changed resources; Based on the analysis of the changed resource list and related business configuration items, the scope of impact is determined. The degree of impact is calculated based on the associated weight value and the effective time of the association, thus obtaining the business impact degree.

[0020] Optionally, the process of generating the processing response includes the following steps: Based on the business impact report, the relevant configuration items are prioritized to determine the processing order; Based on the analysis of the aforementioned correlation topology diagram, fault propagation paths are identified, and processing suggestions are derived. The processing sequence and the processing suggestions are integrated to generate the processing response.

[0021] In summary, this application includes at least one of the following beneficial technical effects: This application designs a three-tier configuration database system: the data layer uses a unified configuration item library to store business configuration items, IT resource configuration items, and related relationship data, introducing related weight values ​​and effective time indicators; the relationship layer establishes a bidirectional relationship model through a relationship model engine, uses an automatic discovery module to detect and update status changes, and presents the relationship through a topology visualization module; the application layer sets up a business impact analysis module to calculate the degree of impact, providing priority basis for the service desk linkage module, and realizing rapid matching and solution generation; through layered design and module collaboration, it realizes deep integration of business and IT resources and intelligent processing of service response; This application designs a structured bidirectional association model that establishes a precise mapping relationship between business and IT resources through four key fields: the business identifier field ensures that each business configuration item has a unique identifier, the resource identifier field is used to accurately locate IT resource configuration items, the association weight field quantifies the degree of impact of IT resources on the business, and the timestamp field records the effective time of the association relationship, supporting the management of temporary business associations. The model achieves precise association between business and IT resources, quantitative calculation of the degree of impact, and timeliness management of association relationships through standardized field design, providing a reliable data foundation for business impact analysis. This application first identifies IT resources whose status has changed based on the detection results of the automatic discovery module and generates a list of changed resources; then it queries the unified configuration item library to obtain the correlation data between these resources and business systems; finally, it combines the correlation weight values ​​to accurately calculate the degree of impact on each business system; through a combination of visualization and quantitative calculation, it realizes an intuitive presentation of the fault propagation path and an accurate assessment of the business impact, providing strong data support for IT operation and maintenance decisions. Attached Figure Description

[0022] Figure 1 This is a schematic diagram of the configuration database system that associates business and IT resources in an embodiment of this application; Figure 2 This is a schematic diagram of the process by which the business impact analysis module calculates the business impact degree in an embodiment of this application; Figure 3 This is a schematic diagram of the process by which the business impact analysis module generates a business impact report in an embodiment of this application; Figure 4 This is a schematic diagram of the automatic matching process of the service desk linkage module in an embodiment of this application; Figure 5 This is a flowchart illustrating a service desk request method according to an embodiment of this application. Detailed Implementation

[0023] The terminology used in the following embodiments of this application is for the purpose of describing particular embodiments only and is not intended to be limiting of this application. As used in the specification and appended claims of this application, the singular expressions “a,” “an,” “the,” “the,” “the,” and “this” are intended to include the plural expressions as well, unless the context clearly indicates otherwise. It should also be understood that the term “and / or” as used in this application refers to any or all possible combinations including one or more of the listed items.

[0024] Hereinafter, the terms "first" and "second" are used for descriptive purposes only and should not be construed as implying or suggesting relative importance or implicitly indicating the number of indicated technical features. Thus, a feature defined as "first" or "second" may explicitly or implicitly include one or more of that feature, and in the description of the embodiments of this application, unless otherwise stated, "multiple" means two or more.

[0025] The embodiments of this application will now be described in further detail with reference to the accompanying drawings.

[0026] Firstly, this application provides a configuration database system that associates business operations with IT resources, referring to... Figure 1 ,include: The data layer has a unified configuration item library for storing business configuration item data, IT resource configuration item data, and relationship data. The relationship data includes the relationship weight value and the relationship effective time.

[0027] In this embodiment, the business configuration item data includes business process nodes, business system modules (such as the financial reimbursement module), and business relationships (such as the reimbursement module depending on the accounting module); the IT resource configuration item data includes the configuration information and full lifecycle status (online, offline, under maintenance) of IT equipment (servers, firewalls), virtual resources (virtual machines, containers), and software (databases, middleware); the relationship data includes the relationship weight value and the relationship effective time, which are used to quantitatively describe the degree of dependence between business and IT resources.

[0028] Specifically, the unified configuration item library is implemented based on a MySQL database and uses a table-based storage method. The business configuration table records the business ID, business name, business type, and core level; the resource configuration table records the device ID, device type, IP address, and running status; and the relationship table records the association ID, business ID, resource ID, association weight value (1-100, with a weight of 90 for core businesses and 40 for non-core businesses), and association effective time. Through this unified data structure design, business information and IT resource information are stored in a unified manner.

[0029] The association layer interacts with the data layer and includes an association model engine, an automatic discovery module, and a topology visualization module. The association model engine is used to establish a two-way association model between business configuration item data and IT resource configuration item data, generate association relationship data, and store the association relationship data in a unified configuration item library; The automatic discovery module is used to detect changes in the status of IT resource configuration item data and trigger the association model engine to update the association relationship data; The automatic discovery module obtains the status changes of IT resource configuration item data through network protocols and generates status change records.

[0030] The topology visualization module is used to generate a relational topology map based on relational data.

[0031] In this embodiment, the association model engine is used to establish a multi-dimensional association model between business CI and IT resource CI, supporting custom association rules (such as chain association of order business → order server → MySQL database); the automatic discovery module scans IP segments through SNMP / SSH protocol and updates the status of IT resources in real time; the topology visualization module generates two-dimensional / three-dimensional topology maps to display the association relationship and real-time status of business and IT resources.

[0032] Specifically, the association layer interacts with the unified configuration item library through an interface. The association model engine defines business-IT resource association rules and supports custom association relationships based on weights; the automatic discovery module scans IP segments every hour to detect CPU usage, memory usage, and network connection status, and automatically updates the status when anomalies are detected; the topology visualization module displays the topology map based on AntV, supports drag-and-drop layout, and uses different colors to mark device status.

[0033] The application layer includes a business impact analysis module and a service desk linkage module. The business impact analysis module is used to calculate the business impact based on the association weight value and the association effective time, and generate a business impact report; The service desk linkage module is used to automatically match relevant configuration items based on user request information and business impact reports, and generate processing responses by combining the associated topology diagram.

[0034] In this embodiment, the business impact analysis module automatically analyzes the scope and degree of impact of related businesses when IT resource failures occur, and sorts the business priorities; the service desk linkage module realizes automatic matching of user requests and configuration items. For example, when a user reports "the financial system is lagging", it automatically associates the configuration information of the financial system server and database.

[0035] Specifically, the application layer calls lower-level functions via HTTP / JSON interfaces. The business impact analysis module calculates impact scores based on correlation weights and generates an analysis report that includes the scope and degree of impact; the service desk linkage module parses request keywords, automatically retrieves matching configuration items, and generates processing suggestions based on the topology map, achieving a response time within seconds.

[0036] In one embodiment, the bidirectional association model includes a business identifier field, a resource identifier field, an association weight field, and a timestamp field. The business identifier field is used to uniquely identify a business configuration item; the resource identifier field is used to uniquely identify an IT resource configuration item; the association weight field is used to calculate the degree of business impact; and the timestamp field is used to record the effective time of the association relationship.

[0037] In one embodiment, refer to Figure 2 The topology visualization module updates the associated topology map in real time based on the status change records, and the business impact analysis module calculates the business impact through the following steps: S210. Obtain the IT resource configuration item data with status changes based on the detection results of the automatic discovery module, and obtain the changed resource list.

[0038] In this embodiment, a state change refers to an IT resource changing from one operating state to another, including changing from online to offline, from normal load to high load, and from normal response to response timeout; the changed resource list is a data set containing the identifier of the IT resource that has undergone a state change, the change type, and the change time.

[0039] Specifically, the automatic discovery module uses a polling method to detect the status of IT resources. For server resources, it obtains three metrics via the SNMP protocol: CPU utilization (threshold 90%), memory utilization (threshold 85%), and disk utilization (threshold 80%). For database resources, it obtains two metrics via database connection testing: response time (threshold 2 seconds) and number of connections (threshold 1000). For network device resources, it obtains two metrics via the ICMP protocol: network latency (threshold 100ms) and packet loss rate (threshold 5%). When a metric is detected to exceed the threshold, the resource is added to the list of changed resources.

[0040] S220. Based on the changed resource list, query the unified configuration item library to obtain relevant relationship data.

[0041] In this embodiment, the association data includes business configuration item information that is directly associated with the changed resource, as well as the association weight value and effective time information of these business configuration items; direct association means that there is a clear mapping record in the association table.

[0042] Specifically, the system maintains a relationship index table that records the correspondence between IT resource identifiers and business identifiers. When a list of changed resources is obtained, the system searches for the relevant business identifier in the index table using the resource identifier, and then queries the complete relationship data based on the business identifier.

[0043] S230. Calculate the business impact based on the relationship data and the relationship weight value.

[0044] In this embodiment, the business impact score is a comprehensive score used to quantify the degree of impact of changes in IT resource status on business operations.

[0045] Specifically, the system uses a weighted calculation method to assess the impact of business operations. First, it uses the correlation weight value as the base score; second, it weights the scores according to the business type (core business has a weight of 1.5, and non-core business has a weight of 1.0).

[0046] In one embodiment, refer to Figure 3 The process of generating a business impact report using the business impact analysis module includes: S310. Calculate the business impact score based on the business impact degree and the associated effective time to obtain the real-time impact assessment result.

[0047] In this embodiment, the business impact score is a numerical indicator that quantifies the impact of IT resource anomalies on business operations; the association effective time indicates the duration of the association between the business and the IT resource, and is used to determine the stability of the association relationship.

[0048] Specifically, the system establishes an impact score calculation model. First, the business impact is used as the base score; then, a time coefficient is set based on the effective time of the association (1.2 for more than 180 days, 1.0 for 90-180 days, and 0.8 for less than 90 days); finally, the base score is multiplied by the time coefficient to obtain the impact score.

[0049] S320. Based on the real-time impact assessment results and preset thresholds, the priority level is determined, and the processing priority label is obtained.

[0050] In this embodiment, a basic priority is first set based on the real-time impact assessment results. Then, the priority is adjusted according to the business type: core business requests receive an additional 20 points, and important business requests receive an additional 10 points. Finally, the urgency of the request is considered: urgent requests receive an additional 15 points, and priority requests receive an additional 10 points. When a new request enters the system, this mechanism calculates the priority score and triggers a real-time reordering of the pending request queue, ensuring that high-priority requests receive a timely response.

[0051] S330. Prioritize relevant configuration items according to processing priority tags and generate a business impact report.

[0052] In this embodiment, the processing priority marker is a data structure that includes priority level, marking time, and marking reason; priority sorting arranges the relevant configuration items from high to low according to their processing urgency; and the business impact report is a structured document that displays the results of the anomaly impact analysis.

[0053] Specifically, the system uses a multi-level queue approach to manage configuration items. Four processing queues—urgent, high, medium, and low—are established, and configuration items are assigned to the corresponding queue based on priority tags. Within each queue, items are arranged in descending order of their impact score.

[0054] In one embodiment, refer to Figure 4 The automatic matching process of the service desk linkage module includes: S410. Analyze user request information to extract user request keywords and obtain request feature data.

[0055] In this embodiment, the user request information is the original fault report received by the service desk, which includes a description of the fault phenomenon, the time of the fault occurrence, and the scope of impact; the request keywords are the core information elements extracted from the user request; and the request feature data is a structured data containing a set of keywords, priority, and timestamp.

[0056] Specifically, the system maintains a business dictionary table, which contains business name phrases, fault type phrases, and equipment type phrases. User request information is segmented using word segmentation technology, matched against the business dictionary, and business-related keywords, fault-related keywords, and equipment-related keywords are extracted to form request feature data.

[0057] S420. Retrieve the unified configuration item library based on request feature data to obtain a list of relevant configuration items.

[0058] In this embodiment, the unified configuration item library is a data warehouse that stores business configuration items, IT resource configuration items and their related relationships; the related configuration item list is a set of configuration items that match the request feature data, including configuration item identifier, configuration item type and related relationship information.

[0059] Specifically, the system establishes a configuration item index table to record the mapping relationship between configuration item identifiers and business dictionaries. Upon receiving request feature data, it first searches for relevant business configuration items in the index table using business category keywords; then, it searches for relevant IT resource configuration items based on association relationships; finally, it filters the data using fault category keywords and equipment category keywords to generate a list of relevant configuration items.

[0060] S430: Query the status information and historical fault records according to the relevant configuration item list to obtain detailed configuration item information.

[0061] In this embodiment, the status information includes the current running status, performance indicators, and alarm information of the configuration item; the historical fault records include recent fault events, handling solutions, and resolution time; and the configuration item details are a combined dataset of status information and historical fault records.

[0062] Specifically, the system maintains a status monitoring table and a fault log table. The status monitoring table records the status detection results of the configuration item for the most recent 10 times; the fault log table stores the fault handling records of the configuration item for the past 90 days. Based on the configuration item list, these two tables are queried to obtain real-time status data and historical fault data, which are then integrated to form detailed information about the configuration item.

[0063] S440 generates a processing response based on configuration item details and business impact reports.

[0064] In this embodiment, possible causes of failure are first identified based on detailed configuration information; second, processing priorities are determined by combining business impact reports; then, processing solutions for similar cases are extracted based on historical failure records; and finally, the repair time is estimated based on the failure type and scope of impact. The generated processing response includes both technical processing guidance and business impact assessment.

[0065] It should be understood that the sequence number of each step in the above embodiments does not imply the order of execution. The execution order of each process should be determined by its function and internal logic, and should not constitute any limitation on the implementation process of the embodiments of this application.

[0066] Secondly, this application provides a service desk request method, which will be described below in conjunction with the above-mentioned configuration database system.

[0067] Reference Figure 5 A service desk request method includes the following steps: S510: Receive user request information and analyze and extract keywords to obtain request feature data; S520. Based on the request feature data, query the relationship data in the unified configuration item library to obtain the relevant business configuration items and IT resource configuration items; S530. Calculate the business impact based on the association weight value and the association effective time, and generate a business impact report; S540. Determine processing priorities based on the business impact report and generate processing responses.

[0068] In one embodiment, the process of generating relational data includes the following steps: Collect business configuration item data and IT resource configuration item data to obtain initial configuration data; Analyze the initial configuration data according to the preset association rules and establish a two-way association relationship; Calculate the association weight value and record the effective time of the association to obtain the association relationship data.

[0069] In one embodiment, the calculation process for business impact includes the following steps: Obtain the status change records of IT resource configuration items to obtain a list of changed resources; Based on the analysis of the changed resource list and related business configuration items, the scope of impact can be determined. The degree of impact on business is calculated based on the associated weight value and the effective time of the association.

[0070] In one embodiment, the process of generating a response includes the following steps: Based on the business impact report, the relevant configuration items are prioritized to determine the processing order; By analyzing the fault propagation path using the associated topology diagram, handling suggestions are obtained; Integrate the processing order and processing suggestions to generate a processing response.

[0071] The above are all preferred embodiments of this application, and are not intended to limit the scope of protection of this application. Therefore, all equivalent changes made in accordance with the structure, shape and principle of this application should be covered within the scope of protection of this application.

Claims

1. A business-to-IT resource association configuration database system, characterized by, include: The data layer has a unified configuration item library for storing business configuration item data, IT resource configuration item data, and relationship data. The relationship data includes relationship weight values ​​and relationship effective time. The association layer interacts with the data layer and includes an association model engine, an automatic discovery module, and a topology visualization module. The association model engine is used to establish a bidirectional association model between business configuration item data and IT resource configuration item data, generate the association relationship data, and store the association relationship data in the unified configuration item library; The automatic discovery module is used to detect changes in the status of the IT resource configuration item data and trigger the association model engine to update the association relationship data; The topology visualization module is used to generate a relational topology map based on the relational data. The application layer includes a business impact analysis module and a service desk linkage module. The business impact analysis module is used to calculate the business impact based on the association weight value and the association effective time, and generate a business impact report. The service desk linkage module is used to automatically match relevant configuration items based on user request information and the business impact report, and generate a processing response in conjunction with the associated topology diagram.

2. The configuration database system for associating business and IT resources according to claim 1, characterized in that, The bidirectional association model includes: The business identifier field is used to uniquely identify business configuration items; The resource identifier field is used to uniquely identify IT resource configuration items; The associated weight field is used to calculate the degree of business impact; The timestamp field is used to record the effective time of the association.

3. The configuration database system for associating business and IT resources according to claim 1, characterized in that, The automatic discovery module obtains the status changes of the IT resource configuration item data through network protocols and generates status change records.

4. The configuration database system for associating business and IT resources according to claim 3, characterized in that, The topology visualization module updates the associated topology map in real time based on the status change records, and the business impact analysis module calculates the business impact degree through the following steps: Based on the detection results of the automatic discovery module, the IT resource configuration item data with status changes are obtained to obtain a list of changed resources; Based on the changed resource list, query the unified configuration item library to obtain relevant relationship data; The business impact is calculated based on the relationship data and the relationship weight value.

5. The configuration database system for associating business and IT resources according to claim 4, characterized in that, The process by which the business impact analysis module generates the business impact report includes: The business impact score is calculated based on the business impact level and the associated effective time to obtain the real-time impact assessment result; Based on the real-time impact assessment results and preset thresholds, priority levels are determined to obtain processing priority labels; The relevant configuration items are prioritized according to the processing priority flags, and the business impact report is generated.

6. The configuration database system for associating business and IT resources according to claim 5, characterized in that, The automatic matching process of the service desk linkage module includes: Analyze the user request information to extract user request keywords and obtain request feature data; Based on the request feature data, the unified configuration item library is retrieved to obtain a list of relevant configuration items; Query the status information and historical fault records based on the relevant configuration item list to obtain detailed configuration item information; The processing response is generated based on the configuration item details and the business impact report.

7. A service desk request method, characterized in that, The configuration database system according to any one of claims 1-6 includes the following steps: Receive user request information and analyze and extract keywords to obtain request feature data; Based on the request feature data, query the association data in the unified configuration item library to obtain the relevant business configuration items and IT resource configuration items; The business impact is calculated based on the association weight value and the association effective time, and the business impact report is generated. Based on the business impact report, the processing priority is determined, and the processing response is generated.

8. The service desk request method according to claim 7, characterized in that, The process of generating the relationship data includes the following steps: Collect business configuration item data and IT resource configuration item data to obtain initial configuration data; The initial configuration data is analyzed according to preset association rules to establish a two-way association relationship; Calculate the association weight value and record the effective time of the association to obtain the association relationship data.

9. The service desk request method according to claim 7, characterized in that, The calculation process for the business impact includes the following steps: Obtain the status change records of the IT resource configuration items to obtain a list of changed resources; Based on the analysis of the changed resource list and related business configuration items, the scope of impact is determined. The degree of impact is calculated based on the associated weight value and the effective time of the association, thus obtaining the business impact degree.

10. The service desk request method according to claim 7, characterized in that, The process of generating the processing response includes the following steps: Based on the business impact report, the relevant configuration items are prioritized to determine the processing order; Based on the analysis of the aforementioned correlation topology diagram, fault propagation paths are identified, and processing suggestions are derived. The processing sequence and the processing suggestions are integrated to generate the processing response.

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