Information processing device, selection method, and selection program

Abstract

To provide an information processing apparatus, a selection method, and a selection program, for selecting an optimal person in charge, when a failure occurs.SOLUTION: A system is configured by connecting a plurality of terminal devices, a failure monitoring server, an operation monitoring server, a call monitoring server, and an information processing apparatus over a network to communicate data each other. The information processing apparatus 100 includes a specifying unit 152 and a determination unit 153. The specifying unit 152 specifies, when acquiring information on a failure that has occurred in a device to be monitored, a person in charge who can handle the failure, as a candidate person in charge, from among a plurality of persons in charge. The determination unit 153 calculates the amount of work of the candidate person in charge, on the basis of history information of a terminal device used by the candidate person in charge, and determines whether to select the candidate person in charge on the basis of the amount of work.SELECTED DRAWING: Figure 2

Description

[Technical field]

[0001] The present invention relates to an information processing device and the like. [Background technology]

[0002] Conventionally, when a failure occurs in a customer's data center, information about the details of the failure is registered in an incident system and is referred to by a selector in the data center's operations management department. For example, if it is difficult for on-site workers alone to handle the failure, the selector talks to multiple staff members working in the office, selects a staff member who is able to handle the failure and has spare time depending on the details of the failure, and requests the staff member to handle the failure. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Publication No. 11-195191 [Patent Document 2] JP 2004-013594 A [Patent Document 3] JP 2015-215739 A Summary of the Invention [Problem to be solved by the invention]

[0004] In recent years, remote work has become more common, and there are an increasing number of cases where operation and management department staff work from remote environments such as their homes or satellite offices. In such remote environments, it is difficult for the selector to grasp the situation of each staff member, making it difficult to select staff members who have time to work, as in the past.

[0005] Although it is conceivable that each person in charge could notify the selected person of whether or not they currently have enough time for work by pressing a button, it is cumbersome to press a button while working on one's own work.In addition, there may be cases where another work arises immediately after pressing a button to notify that they have enough time for work.

[0006] According to one aspect, the present invention has an object to provide an information processing device, a selection method, and a selection program capable of selecting an optimal person in charge when a failure occurs. [Means for solving the problem]

[0007] In a first proposal, the information processing device has an identification unit and a determination unit. When the identification unit acquires information about a failure that has occurred in a monitored device, the identification unit identifies a person who can handle the failure from among multiple persons in charge as a candidate person to be selected. The determination unit calculates the workload of the candidate person to be selected based on history information of a terminal device used by the candidate person to be selected, and determines whether or not to select the candidate person to be selected based on the workload. Effect of the Invention

[0008] When a problem occurs, the most suitable person can be selected. [Brief description of the drawings]

[0009] [Figure 1] FIG. 1 is a diagram illustrating an example of a system according to the first embodiment. [Diagram 2] FIG. 2 is a functional block diagram of the information processing device according to the first embodiment. [Diagram 3] FIG. 3 is a diagram illustrating an example of a data structure of the incident information table. [Figure 4] FIG. 4 is a diagram illustrating an example of a data structure of the person in charge management table according to the first embodiment. [Diagram 5] FIG. 5 is a diagram illustrating an example of a data structure of the history table. [Figure 6]FIG. 6 is a diagram illustrating an example of a data structure of the screen management table. [Figure 7] FIG. 7 is a flowchart of a processing procedure of the information processing device according to the first embodiment. [Figure 8] FIG. 8 is a functional block diagram of an information processing device according to the second embodiment. [Figure 9] FIG. 9 is a diagram illustrating an example of a data structure of the person in charge management table according to the second embodiment. [Figure 10] FIG. 10 illustrates an example of a data structure of the group management table. [Figure 11] FIG. 11 is a flowchart of a processing procedure of the information processing device according to the second embodiment. [Figure 12] FIG. 12 is a diagram illustrating an example of a hardware configuration of a computer that realizes the same functions as the information processing apparatus of the embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0010] Hereinafter, an information processing device, a selection method, and a selection program disclosed in the present application will be described in detail with reference to the accompanying drawings. Note that the present invention is not limited to the embodiments. EXAMPLES

[0011] An example of a system according to the present embodiment 1 will be described. Fig. 1 is a diagram showing an example of a system according to the present embodiment. As shown in Fig. 1, this system includes terminal devices 10a, 10b, 10c, 10d, and 10e, a fault monitoring server 50, an operation monitoring server 60, a telephone monitoring server 70, and an information processing device 100. The terminal devices 10a to 10e, the fault monitoring server 50, the operation monitoring server 60, the telephone monitoring server 70, and the information processing device 100 are connected to each other via a network 5, and perform data communication with each other.

[0012] The terminal devices 10a to 10e are terminal devices used by personnel when performing various tasks, and correspond to PCs (Personal Computers), notebook PCs, tablet terminals, etc. Although the terminal devices 10a to 10e are shown in FIG. 1, other terminal devices may also be included. In the following description, the terminal devices 10a to 10e are collectively referred to as the terminal device 10.

[0013] The fault monitoring server 50 is a device that monitors a device to be monitored (not shown). When a fault occurs in the device to be monitored, the fault monitoring server 50 generates incident information and transmits the incident information to the information processing device 100. The incident information includes an incident number, a fault field, a fault content, customer information, and the like.

[0014] The fault monitoring server 50 transmits the incident information to the information processing device 100 every time it generates the incident information.

[0015] The incident number is a number that identifies the incident information. The fault field indicates the field to which the fault that occurred in the monitored device belongs. The fault content is text information that explains the content of the fault. The customer information is various information related to the customer who uses the device in which the fault occurred, and includes information such as the customer's contact information.

[0016] The operation monitoring server 60 monitors the terminal device 10 at a predetermined time interval and generates monitoring information. The monitoring information includes terminal identification information, operation history information, and screen identification information. The terminal identification information is information that uniquely identifies the terminal device 10. The operation history information includes the number of keyboard typing operations per predetermined time interval, the distance the mouse was moved per predetermined time interval, and whether or not other input devices were used per predetermined time interval. The screen identification information indicates the identification information of the screen that is currently active on the terminal device 10.

[0017] Every time the operation monitoring server 60 generates monitoring information, it transmits the monitoring information to the information processing device 100. Note that the operation monitoring server 60 may generate monitoring information and transmit the monitoring information to the information processing device 100 upon receiving a request for monitoring information from the information processing device 100.

[0018] When an inquiry about telephone usage is made from the information processing device 100, the telephone monitoring server 70 determines whether the relevant person in charge is on a call or not, and responds to the information processing device 100 as to whether the telephone is in use or not.

[0019] In this embodiment 1, the person in charge is assumed to make a call using the terminal device 10, and the telephone monitoring server 70 receives terminal identification information of the terminal device used by the target person in charge from the information processing device 100, communicates with the terminal device corresponding to the received terminal identification information, and determines whether the target person in charge is making a call.

[0020] When a failure occurs in a device to be monitored and the information processing device 100 receives incident information from the failure monitoring server 50, the information processing device 100 selects a person in charge of dealing with the failure. For example, the information processing device 100 identifies a person who can deal with the failure from among multiple people. The information processing device 100 also acquires monitoring information of the terminal device 10 used by the identified person and the telephone usage status of the person from the operation monitoring server 60 and the telephone monitoring server 70, and determines whether or not to finally select the identified person in charge based on the acquired information.

[0021] By executing the above process, the information processing device 100 can select the most appropriate person in charge when a failure occurs.

[0022] Next, a configuration example of the information processing device 100 shown in Fig. 1 will be described. Fig. 2 is a functional block diagram showing the configuration of the information processing device according to the embodiment 1. As shown in Fig. 2, the information processing device 100 has a communication unit 110, an input unit 120, a display unit 130, a storage unit 140, and a control unit 150.

[0023] The communication unit 110 transmits and receives information to and from the terminal device 10, the fault monitoring server 50, the operation monitoring server 60, and the telephone monitoring server 70 via the network 5. For example, the communication unit 110 is realized by a NIC (Network Interface Card) or the like.

[0024] The input unit 120 is realized using input devices such as a keyboard and a mouse, and inputs various information to the control unit 150 in response to input operations by an operator.

[0025] The display unit 130 is realized by a display device such as a liquid crystal display. For example, the display unit 130 may display information about the person in charge selected by the control unit 150.

[0026] The storage unit 140 includes an incident information table 141, a person in charge management table 142, and a history table 143. The storage unit 140 is realized by, for example, a semiconductor memory element such as a flash memory, or a storage device such as a hard disk or an optical disk.

[0027] The incident information table 141 holds incident information received from the fault monitoring server 50. Fig. 3 is a diagram showing an example of the data structure of the incident information table. As shown in Fig. 3, the incident information table 141 associates an incident number, a fault field, a fault content, and customer information. The explanations regarding the incident number, the fault field, the fault content, and the customer information are the same as those described above.

[0028] The person in charge management table 142 holds various information about the person in charge who performs the work using the terminal device 10. Fig. 4 is a diagram showing an example of the data structure of the person in charge management table. As shown in Fig. 4, the person in charge management table associates person in charge identification information, name, terminal identification information, fault field, address, and response history.

[0029] The person in charge identification information is information that uniquely identifies the person in charge. The name is the name of the person in charge. The terminal identification information is information that uniquely identifies the terminal device 10 on which the person in charge performs their work. The problem field indicates the problem field that the person in charge can handle. The address is an email address to which the person in charge can be notified. The response history is a history of incident numbers of problems that the person in charge has handled in the past.

[0030] For example, the terminal device 10 used for work by the person (person in charge) "Sato Ichiro" with the person in charge identification number "S10a" is the terminal device 10 (for example, terminal device 10a) identified by the terminal identification number "T-10a". In addition, it is shown that the field of troubles that the person (person in charge) "Sato Ichiro" can handle is "security monitoring", and the address of the person (person in charge) "Sato Ichiro" is "ichiro@abcd". The response history corresponding to each person in charge is omitted.

[0031] The history table 143 holds operation history information and screen identification information of a person in charge of performing a task using the terminal device 10. Fig. 5 is a diagram showing an example of a data structure of the history table. As shown in Fig. 5, this history table 143 associates terminal identification information, operation history information, and screen identification information. The terminal identification information is information that uniquely identifies the terminal device 10.

[0032] The operation history information includes a keyboard operation history, a mouse operation history, and an operation history of other input devices. The keyboard operation history is a history of the number of keyboard typing operations per predetermined time. The mouse operation history is a history of the mouse movement distance per predetermined time interval. The operation history of other input devices is a history of whether or not other input devices have been used per predetermined time.

[0033] The screen identification information indicates the screen identification information of the screen that is currently active on the terminal device 10 of the person in charge.

[0034] The screen management table 144 holds screen identification information and information indicating whether the screen is a support screen in association with each other. A support screen is a screen that is launched when a person in charge supports the recovery of a device in which a failure has occurred.

[0035] FIG. 6 is a diagram showing an example of the data structure of the screen management table. As shown in FIG. 6, the screen management table 144 associates screen identification information with a screen type. The screen identification information is information that uniquely identifies a screen. The screen type indicates whether the screen is a support-system screen or another screen. For example, the screen identification information "M001" indicates that the screen is a support-system screen, "support-system screen (1)." The screen identification information indicates that the screen is a non-support-system screen, "administrative screen (1)."

[0036] Returning to the description of Fig. 2, the control unit 150 includes a reception unit 151, a specification unit 152, and a determination unit 153. The control unit 150 is realized by a central processing unit (CPU) or a micro processing unit (MPU). The control unit 150 may also be executed by an integrated circuit such as an application specific integrated circuit (ASIC) or a field programmable gate array (FPGA).

[0037] The reception unit 151 receives incident information from the fault monitoring server 50. The reception unit 151 associates the incident number, fault field, fault content, and customer information contained in the received incident information, and registers them in the incident information table 141. In the following description, the incident number, fault field, fault content, and customer information will be collectively referred to as incident information as appropriate.

[0038] The reception unit 151 receives monitoring information from the operation monitoring server 60. The reception unit 151 registers in the history table 143 the terminal identification information, the operation history information, and the screen identification information contained in the received monitoring information in association with each other.

[0039] If operation history information and screen identification information relating to terminal identification information similar to the terminal identification information of the received monitoring information have already been registered in the history table 143, the receiving unit 151 updates the history table 143 with the newly received operation history information and screen identification information.

[0040] The receiving unit 151 repeatedly executes the above process every time incident information and monitor information are received.

[0041] The identifying unit 152 acquires incident information from the incident information table 141, and identifies, based on the person in charge management table 142, the person in charge identification information of a person in charge who can handle the failure field of the acquired incident information.

[0042] For example, if the failure field of the incident information is “security monitoring”, the identifying unit 152 identifies one of the staff identification information in the incident information table 141 whose failure field is “security monitoring”. The staff identification information identified by the identifying unit 152 is referred to as “candidate identification information”. The identifying unit 152 outputs the candidate identification information to the determining unit 153.

[0043] When the determination unit 153 requests other candidate identification information, the determination unit 152 re-identifies, from the unselected person in charge identification information, the person in charge identification information of a person who can handle the failure field of the incident information, and outputs the identified person in charge identification information (candidate identification information) to the determination unit 153.

[0044] The determination unit 153 determines whether or not to select a person in charge corresponding to the candidate identification information as a person in charge of performing a support operation for a failure in the incident information. The determination unit 153 executes a first determination process, a second determination process, and a third determination process in this order.

[0045] The following describes the first determination process executed by the determination unit 153. The determination unit 153 acquires screen identification information corresponding to the candidate identification information from the history table 143. Based on the acquired screen identification information and the screen management table 144, the determination unit 153 determines whether or not the screen type corresponding to the acquired screen identification information is a support screen.

[0046] When the screen type of the screen identification information is a support screen, the determination unit 153 determines that the person in charge corresponding to the candidate identification information should not be selected as the person in charge of performing the support work for the failure, and requests the candidate identification information from the specification unit 152. On the other hand, when the screen type of the screen identification information is not a support screen, the determination unit 153 executes the subsequent second determination process.

[0047] The second determination process executed by the determination unit 153 will be described. The determination unit 153 acquires operation history information corresponding to the candidate identification information from the history table 143. The determination unit 153 calculates the amount of work of the person in charge corresponding to the candidate identification information based on the acquired operation history information. For example, the determination unit 153 calculates the amount of work W based on formula (1).

[0048] Work load W = α × K + β × M + γ × O (1)

[0049] In formula (1), "K" is the total number of times the keyboard is typed within a given period (for example, the period from the start of work to the current time). "M" is the total distance the mouse is moved per given period. "O" is the number of times another input device is used per given time (10 minutes) within the given period.

[0050] α, β, and γ are preset weights, and by multiplying the weights, the units of the values ​​of α×K, β×M, and γ×O are made to match the unit of the workload W. The start time is set in advance, and the determination unit 153 obtains information on the current time from a timer or the like. Note that the determination unit 153 may calculate the workload using a formula other than formula (1).

[0051] When the workload is equal to or greater than the threshold, the determination unit 153 determines that the person in charge corresponding to the candidate identification information should not be selected as the person in charge of performing the support work for the failure, and requests the candidate identification information from the specification unit 152. On the other hand, when the workload is less than the threshold, the determination unit 153 executes the subsequent third determination process.

[0052] The third determination process executed by the determination unit 153 will be described. The determination unit 153 communicates with the telephone monitoring server 70 and determines whether or not the person in charge corresponding to the candidate identification information is on the telephone. For example, the determination unit 153 identifies the terminal identification information corresponding to the candidate identification information based on the candidate identification information and the person in charge management table 142, and transmits inquiry information in which the identified terminal identification information is set to the telephone monitoring server 70.

[0053] When the telephone monitoring server 70 receives inquiry information, it communicates with the terminal device 10 corresponding to the terminal identification information set in the received inquiry information, determines whether the telephone is in use or not, and transmits the information on the presence or absence of telephone usage as the determination result to the determination unit 153.

[0054] When the telephone usage status is "yes", the determination unit 153 determines that the person corresponding to the candidate identification information should not be selected as the person who will execute the support work for the failure, and requests the candidate identification information from the specification unit 152. On the other hand, when the telephone usage status is "no", the determination unit 153 selects the person corresponding to the candidate identification information as the person who will execute the support work for the failure.

[0055] The determination unit 153 displays the name, etc., of the person in charge corresponding to the candidate identification information on the display unit 130. The determination unit 153 may specify the terminal identification information (the terminal device 10 of the selected person in charge) corresponding to the candidate identification information based on the candidate identification information and the person in charge management table 142, and notify the terminal device 10 of the selected person in charge of the incident information and information requesting support for the failure of the incident information. The determination unit 153 may also notify a terminal device designated in advance of the name, etc., of the selected person in charge.

[0056] Next, an example of a processing procedure of the information processing device 100 according to the embodiment 1 will be described. Fig. 7 is a flowchart showing the processing procedure of the information processing device according to the embodiment 1. The identification unit 152 of the information processing device 100 acquires incident information from the incident information table 141 and identifies a failure field (step S101).

[0057] The identifying unit 152 identifies identification information (candidate identification information) of a person in charge who can handle the problem field based on the person in charge management table 142 (step S102). The determining unit 153 of the information processing device 100 determines whether the type of screen identification information of the terminal device of the person in charge corresponding to the candidate identification information is a support-system screen (step S103).

[0058] If the screen type of the screen identification information is a support screen (Yes at step S104), the determination unit 153 proceeds to step S105. The specification unit 152 again specifies the identification information of another person capable of handling the problem field (new candidate identification information) (step S105), and proceeds to step S103.

[0059] On the other hand, if the screen type of the screen identification information is not the support screen (step S104, No), the determination unit 153 proceeds to step S106. The determination unit 153 acquires operation history information of the terminal device of the person in charge corresponding to the candidate identification information from the history table 143 (step S106).

[0060] The determination unit 153 calculates the workload of the person in charge corresponding to the candidate identification information based on the operation history information (step S107). If the workload of the person in charge is equal to or greater than the threshold (step S108, Yes), the determination unit 153 proceeds to step S105.

[0061] On the other hand, if the workload of the person in charge is not equal to or greater than the threshold (No at step S108), the determination unit 153 proceeds to step S109. The determination unit 153 acquires information on the presence or absence of the telephone usage status of the person in charge corresponding to the candidate identification information from the telephone monitoring server 70 (step S109).

[0062] If the person in charge corresponding to the candidate identification information is on the phone (Yes at step S110), the determination unit 153 proceeds to step S105. On the other hand, if the person in charge corresponding to the candidate identification information is not on the phone (No at step S110), the determination unit 153 selects the person in charge corresponding to the candidate identification information (step S111).

[0063] Next, the effect of the information processing device 100 according to the first embodiment will be described. When a failure occurs in a device to be monitored and the information processing device 100 receives incident information from the failure monitoring server 50, the information processing device 100 selects a person in charge of dealing with the failure. For example, the information processing device 100 identifies candidates for a person who can deal with the failure (candidate identification information: person identification number of the candidate person) from among a plurality of persons in charge. When the workload of the candidate person is less than a threshold, the screen of the terminal device being used by the person in charge is not a support system screen, and the person in charge is not on the phone, the information processing device 100 judges whether or not to finally select the identified person in charge.

[0064] This makes it possible to select the most suitable person to handle a problem when it occurs. EXAMPLES

[0065] The system according to the second embodiment is similar to the system described in Fig. 1, and therefore the description will be omitted. The information processing device according to the second embodiment is denoted as an information processing device 200. The terminal devices 10a to 10e, the fault monitoring server 50, the operation monitoring server 60, the telephone monitoring server 70, and the information processing device 200 are connected to each other via a network 5.

[0066] The terminal device 10, the fault monitoring server 50, the operation monitoring server 60, and the telephone monitoring server 70 are similar to those described in the first embodiment.

[0067] In the second embodiment, a plurality of persons in charge are classified into a plurality of groups, and a plurality of persons in charge classified into the same group can handle the same field of problems.

[0068] When a failure occurs in a device to be monitored and the information processing device 100 receives incident information from the failure monitoring server 50, it selects a person in charge from a group that can handle the failure. The information processing device 200 acquires monitoring information of the terminal device 10 used by the identified person in charge and the person's telephone usage status from the operation monitoring server 60 and telephone monitoring server 70, and determines whether or not to finally select the identified person in charge based on the acquired information. If the information processing device 200 does not select the identified person in charge, it identifies another person in charge from the same group again and determines whether or not to finally select the person in charge.

[0069] By executing the above process, the information processing device 200 can select a person in charge from the most appropriate group when a failure occurs.

[0070] Next, a configuration example of the information processing device 100 according to the present embodiment 2 will be described. Fig. 8 is a functional block diagram showing the configuration of the information processing device according to the present embodiment 2. As shown in Fig. 8, the information processing device 200 has a communication unit 210, an input unit 220, a display unit 230, a storage unit 240, and a control unit 250.

[0071] The explanations regarding the communication unit 210, the input unit 220, and the display unit 230 are similar to the explanations regarding the communication unit 110, the input unit 120, and the display unit 130 described in the first embodiment.

[0072] The storage unit 140 has an incident information table 241, a person in charge management table 242, a history table 243, a screen management table 244, and a group management table 245. The storage unit 140 is realized by, for example, a semiconductor memory element such as a flash memory, or a storage device such as a hard disk or an optical disk.

[0073] The incident information table 241 holds incident information received from the fault monitoring server 50. The data structure of the incident information table 241 is similar to the data structure of the incident information table 141 described with reference to FIG.

[0074] The person in charge management table 242 holds various information about the person in charge who performs the work using the terminal device 10. Fig. 9 is a diagram showing an example of the data structure of the person in charge management table according to the embodiment 2. As shown in Fig. 9, the person in charge management table associates person in charge identification information, name, terminal identification information, address, and response history.

[0075] The explanations regarding the person in charge identification information, name, terminal identification information, address, and response history are the same as those in the person in charge management table 142 in Fig. 4. The person in charge management table 242 may associate the person in charge identification information with the problem field in the same manner as the person in charge management table 142.

[0076] The history table 243 holds operation history information and screen identification information of a person in charge of performing a task using the terminal device 10. The data structure of the history table 243 is similar to the data structure of the history table 143 described with reference to FIG.

[0077] The screen management table 244 holds screen identification information and information indicating whether the screen is a support-related screen in association with each other. The data structure of the screen management table 244 is the same as the data structure of the screen management table 144 described with reference to FIG.

[0078] The group management table 245 holds information on the type of failure that can be handled by a group. Fig. 10 is a diagram showing an example of the data structure of the group management table. As shown in Fig. 10, the group management table 245 associates group identification information, a failure field, and terminal identification information.

[0079] The group identification information is information that uniquely identifies a group. The problem category indicates the problem category that each person in the group can handle. The terminal identification information is information that identifies each person in the group. For example, the people included in the group identification information "G1" are the person identification information S10a, S10c, ..., and it is indicated that each person in the person identification information S10a, S10c, ... can handle the problem category "security monitoring."

[0080] Returning to the description of Fig. 8, the control unit 250 includes a reception unit 251, a specification unit 252, and a determination unit 253. The control unit 250 is realized by a CPU or an MPU. Furthermore, the control unit 250 may be executed by an integrated circuit such as an ASIC or an FPGA.

[0081] The reception unit 251 receives incident information from the fault monitoring server 50. The reception unit 251 associates the incident number, fault field, fault content, and customer information contained in the received incident information, and registers them in the incident information table 241. In the following description, the incident number, fault field, fault content, and customer information will be collectively referred to as incident information as appropriate.

[0082] The reception unit 251 receives monitoring information from the operation monitoring server 60. The reception unit 251 registers in the history table 243 the terminal identification information, the operation history information, and the screen identification information contained in the received monitoring information in association with each other.

[0083] If operation history information and screen identification information relating to terminal identification information similar to the terminal identification information of the received monitoring information have already been registered in the history table 243, the receiving unit 251 updates the history table 243 with the newly received operation history information and screen identification information.

[0084] The receiving unit 251 repeatedly executes the above process every time incident information and monitoring information are received.

[0085] The identifying unit 252 acquires incident information from the incident information table 241, and identifies group identification information of a group corresponding to the failure field of the acquired incident information, based on the group management table 245. The identifying unit 252 identifies one of the person in charge identification information from the person in charge identification information belonging to the identified group identification information, and outputs the identified person in charge identification information (candidate identification information) to the determining unit 253.

[0086] When the determination unit 252 receives a request for other candidate identification information from the determination unit 253, the determination unit 252 re-identifies unselected person in charge identification information from among the person in charge identification information included in the group corresponding to the problem content of the incident information, and outputs the identified person in charge identification information (candidate identification information) to the determination unit 253.

[0087] When re-identifying unselected person in charge identification information, the identification unit 252 may calculate the amount of work for each person in the same group and preferentially identify the person in charge identification information of the person in charge with a smaller amount of work. The process of calculating the amount of work by the identification unit 252 is similar to the process of calculating the amount of work by the determination unit 153 in the first embodiment.

[0088] The determination unit 253 determines whether or not to select a person corresponding to the candidate identification information as a person who will execute a support task for a failure in the incident information. The determination unit 253 executes a first determination process, a second determination process, and a third determination process in this order. The first determination process, the second determination process, and the third determination process executed by the determination unit 253 are similar to the process of the determination unit 153 described in the first embodiment.

[0089] When the determination unit 253 selects a person in charge, it causes the display unit 230 to display the name, etc., of the person in charge corresponding to the candidate identification information. The determination unit 253 may specify the terminal identification information (the terminal device 10 of the selected person in charge) corresponding to the candidate identification information based on the candidate identification information and the person in charge management table 242, and notify the terminal device 10 of the selected person in charge of the incident information and information requesting support for a failure related to the incident information. The determination unit 253 may notify the terminal device 10 of a person in charge belonging to the same group as the selected person in charge of the incident information and information on the person in charge who will support the incident information.

[0090] Next, an example of a processing procedure of the information processing device 200 according to the embodiment 2 will be described. Fig. 11 is a flowchart showing the processing procedure of the information processing device according to the embodiment 2. The identifying unit 152 of the information processing device 200 acquires incident information from the incident information table 241 and identifies a fault field (step S201).

[0091] The identifying unit 252 identifies a group capable of handling the problem field based on the group management table 245 (step S202). The identifying unit 252 identifies identification information of a person in charge (candidate identification information) from the identified group (step S203).

[0092] The determination unit 253 of the information processing device 200 determines whether the type of screen identification information of the terminal device of the person in charge corresponding to the candidate identification information is a support screen (step S204). If the screen type of the screen identification information is a support screen (step S205, Yes), the determination unit 253 proceeds to step S206.

[0093] The determination unit 253 notifies each person in the same group as the identified person in charge that the identified person in charge is providing support (step S206). The identification unit 252 calculates the amount of work for each person in the group, and preferentially identifies identification information (candidate identification information) of a person in charge with a small amount of work (step S207), and proceeds to step S204.

[0094] On the other hand, if the screen type of the screen identification information is not the support screen (step S205, No), the determination unit 253 proceeds to step S208. The determination unit 253 acquires operation history information of the terminal device of the person in charge corresponding to the candidate identification information from the history table 243 (step S208).

[0095] The determination unit 253 calculates the workload of the person in charge corresponding to the candidate identification information based on the operation history information (step S209). If the workload of the person in charge is equal to or greater than the threshold (step S210, Yes), the determination unit 253 proceeds to step S207.

[0096] On the other hand, if the workload of the person in charge is not equal to or greater than the threshold (step S210, No), the determination unit 253 proceeds to step S211. The determination unit 253 acquires information on the presence or absence of the telephone usage status of the person in charge corresponding to the candidate identification information from the telephone monitoring server 70 (step S211).

[0097] If the person in charge corresponding to the candidate identification information is on the phone (Yes at step S212), the determination unit 253 proceeds to step S207. On the other hand, if the person in charge corresponding to the candidate identification information is not on the phone (No at step S212), the determination unit 153 selects the person in charge corresponding to the candidate identification information (step S213).

[0098] Next, the effect of the information processing device 200 according to the second embodiment will be described. When a failure occurs in a device to be monitored and the information processing device 200 receives incident information from the failure monitoring server 50, the information processing device 200 selects a person in charge from a group that handles the failure. For example, the information processing device 200 identifies candidates for the person in charge (candidate identification information: person in charge identification number of the candidate person in charge) from among the people in the group who can handle the failure. When the workload of the candidate person in charge falls below a threshold, the screen of the terminal device being used by the person in charge is not a support system screen, and the person in charge is not on the phone, the information processing device 200 determines whether or not to finally select the identified person in charge.

[0099] This makes it possible to select the most suitable person to handle a problem when it occurs.

[0100] In addition, when the information processing device 200 selects a person in charge again, the information processing device 200 preferentially selects a person in charge with a smaller workload among the people in the same group, so that a person with a smaller burden can be selected as a support person for a disability.

[0101] Next, an example of a hardware configuration of a computer that realizes the same functions as the information processing device 100 (200) shown in the above embodiment will be described. Fig. 12 is a diagram showing an example of a hardware configuration of a computer that realizes the same functions as the information processing device of the embodiment.

[0102] 12, computer 300 includes CPU 301 for executing various arithmetic processes, input device 302 for receiving data input from a user, and display 303. Computer 300 also includes communication device 304 for transmitting and receiving data to and from external devices via a wired or wireless network, and interface device 305. Computer 300 also includes RAM 306 for temporarily storing various information, and hard disk device 307. Each of devices 301 to 307 is connected to bus 308.

[0103] The hard disk device 307 includes a receiving program 307a, a specifying program 307b, and a determining program 307c. The CPU 301 reads out each of the programs 307a to 307c and develops them in the RAM 206.

[0104] The receiving program 307a functions as the receiving process 306a. The identifying program 307b functions as the identifying process 306b. The judgment program 307c functions as the judgment process 306c.

[0105] The processing of the reception process 306a corresponds to the processing of the reception unit 151. The processing of the identification process 306b corresponds to the processing of the identification unit 152. The processing of the determination process 306c corresponds to the processing of the determination unit 153.

[0106] It is not necessary that each of the programs 307a to 307c is stored in the hard disk device 307 from the beginning. For example, each of the programs may be stored in a "portable physical medium" such as a flexible disk (FD), CD-ROM, DVD, magneto-optical disk, or IC card that is inserted into the computer 300. Then, the computer 300 may read and execute each of the programs 307a to 307c. [Explanation of symbols]

[0107] 100 Information processing device 110,210 Communications Department 120,220 Input section 130,230 Display section 140,240 storage section 141,241 Incident Information Table 142,242 Personnel Management Table 143,243 History Table 144,244 Screen Management Table 150,250 Control section 151,251 Reception 152,252 Specific part 153,253 Judgment section 245 Group Management Table

Claims

1. an identification unit that, when acquiring information about a failure occurring in a monitored device, identifies a person capable of dealing with the failure from among a plurality of persons in charge as a candidate person in charge to be selected; a determination unit that determines whether or not a screen type of a terminal device used by the candidate for selection is a screen for performing the support work for the failure, and if the screen type of the terminal device is not a screen for performing the support work for the failure, calculates the workload of the candidate for selection based on history information of the terminal device used by the candidate for selection, and determines whether or not to select the candidate for selection based on the workload; 13. An information processing device comprising:

2. The information processing device according to claim 1, characterized in that the terminal devices of the multiple personnel are each located in a remote location, and the determination unit acquires the history information from an operation monitoring device that monitors the terminal devices of the multiple personnel via a network.

3. The information processing apparatus according to claim 2 , wherein the determination unit further executes a process of acquiring information on the screen type from the operation monitoring device.

4. The information processing device described in claim 1, characterized in that the judgment unit further obtains information on telephone usage by the candidate person in charge from a telephone monitoring device that monitors telephone usage by the multiple candidates in charge, and further uses the information on telephone usage by the candidate person in charge to determine whether to select the candidate person in charge.

5. The information processing device according to claim 1, characterized in that the multiple personnel are classified into multiple groups according to the type of failure that they can handle, and the identification unit identifies any of the personnel included in the group that can handle a failure that occurs in the monitored device as the candidate personnel to be selected.

6. When information on a failure occurring in a monitored device is acquired, a person capable of dealing with the failure is identified as a candidate person for selection from among a plurality of persons in charge; determining whether a screen type of a terminal device used by the selected candidate in charge is a screen for performing the support work for the failure, and if the screen type of the terminal device is not a screen for performing the support work for the failure, calculating an amount of work of the selected candidate in charge based on history information of the terminal device used by the selected candidate in charge; Based on the amount of work, it is determined whether or not to select the candidate person in charge. A selection method characterized in that the processing is executed by a computer.

7. When information on a failure occurring in a monitored device is acquired, a person capable of dealing with the failure is identified as a candidate person for selection from among a plurality of persons in charge; determining whether a screen type of a terminal device used by the selected candidate in charge is a screen for performing the support work for the failure, and if the screen type of the terminal device is not a screen for performing the support work for the failure, calculating an amount of work of the selected candidate in charge based on history information of the terminal device used by the selected candidate in charge; Based on the amount of work, it is determined whether or not to select the candidate person in charge. A selection program that causes a computer to execute a process.

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