Fault information management device, fault information management method, and fault information management system

Abstract

To provide a failure information management device, a failure information management method, and a failure information management system that facilitate the collection of information on system failures and the appropriate use of the information on system failures.SOLUTION: In a failure information management system, a failure information management device includes: a memory device that stores information on system failures pertaining to financial institutions received from a first information processing device (failure information provision terminal); and a control device that performs a compensation calculation process to calculate the value of information on a system failure and generates compensation information corresponding to the calculated value, and a burden calculation process to receive a request from a second information processing device (failure information viewing terminal) to provide information on a system failure pertaining to a financial institution, generates information that satisfies the received request from the stored information on system failures, and generates information on the burden corresponding to the value of the generated information.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present invention relates to a fault information management device, a fault information management method, and a fault information management system. [Background technology]

[0002] Banks and other financial institutions use large-scale computer systems (so-called accounting systems) to process accounting accounts. In recent years, the promotion of FinTech and DX (Digital Transformation) initiatives and the diversification of products have improved convenience for general users, but the impact on society in the event of a system failure has become extremely large. For this reason, it is necessary to strongly promote the prevention of such system failures and measures to be taken in the event of a system failure.

[0003] In order to achieve this goal, it is important to collect a lot of information about system failures. For example, Patent Document 1 discloses a technology for a bank to automatically obtain information about failures that occur in an automated transaction device such as an ATM (Automated Teller Machine), in which the automated transaction device includes a bill section that handles bills, a detection section that detects failures in the bill section, and a device control section that controls the device, and when a failure is detected by the detection section, the device control section creates failure information that is information about the state and history of the failure in the automated transaction device, and a server stores the failure information transmitted from the automated transaction device and displays the stored failure information. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] JP 2015-207228 A Summary of the Invention [Problem to be solved by the invention]

[0005] Thus, currently, financial institutions generally accumulate their own information on failures that have occurred within their own institutions and know-how on countermeasures. Although financial institutions can collect information on large-scale failures from general media, the information that can be obtained is limited. As a result, when financial institutions attempt to carry out operations such as updating their systems to launch new services or introducing new systems, they do not have sufficient information to refer to, making it difficult to predict the risk of system failures occurring, which can be an obstacle to carrying out such operations. Furthermore, even when taking measures against system failures that have occurred, the information accumulated within the organization itself may not be sufficient.

[0006] The present invention has been made in consideration of the above circumstances, and its object is to provide a fault information management device, a fault information management method, and a fault information management system that can promote the collection of information on system faults and enable appropriate use of that information on system faults. [Means for solving the problem]

[0007] One aspect of the present invention for solving the above problem is a fault information management device including a storage device that stores information on a system fault related to a financial institution received from a first information processing device, and a control device that executes a compensation calculation process that calculates a value of the information on the system fault and generates compensation information corresponding to the calculated value, and a burden calculation process that receives a request for provision of information on the system fault related to the financial institution from a second information processing device, generates information that satisfies the received request from the stored information on the system fault, and generates burden information corresponding to the value of the generated information. It is.

[0008] Another aspect of the present invention for solving the above problem is a fault information management system including a first information processing device, a second information processing device, and a fault information management device, wherein the fault information management device is provided with a storage device for storing information on a system fault related to a financial institution received from the first information processing device, and a control device for executing a compensation calculation process for calculating a value of the information on the system fault and generating compensation information corresponding to the calculated value, and a burden calculation process for receiving a request for information on the system fault related to the financial institution from the second information processing device, generating information that satisfies the received request from the stored system fault information, and generating burden information corresponding to the value of the generated information, wherein in the compensation calculation process, the generated compensation information is set in the first information processing device or a device associated with the first information processing device, and in the burden calculation process, the generated burden information is set in the second information processing device or a device associated with the second information processing device. Effect of the Invention

[0009] According to the present invention, it is possible to promote the collection of information on system faults and to appropriately utilize the information on system faults. Configurations and effects other than those described above will become apparent from the following description of the embodiments. [Brief description of the drawings]

[0010] [Figure 1] 1 is a diagram illustrating an example of a configuration of a fault information management system according to an embodiment of the present invention. [Diagram 2] FIG. 13 is a diagram showing an example of a standard charging point management table. [Diagram 3] FIG. 13 illustrates an example of an influence extent rank management table. [Figure 4] FIG. 13 is a diagram showing an example of a rebate calculation condition table. [Diagram 5] FIG. 11 is a diagram showing an example of a charge calculation condition table. [Figure 6]2 is a diagram illustrating an example of a hardware configuration of each information processing device in the fault information management system. FIG. [Figure 7] FIG. 2 is a flow diagram illustrating an example of a process performed in the fault information management system. [Figure 8] FIG. 13 is a diagram showing an example of a menu screen. [Figure 9] FIG. 13 is a diagram showing an example of a fault information registration screen. [Figure 10] 13 is a diagram showing an example of a correspondence relationship between the rank of the extent of influence and the pattern of the extent of influence in that case; FIG. [Figure 11] FIG. 13 is a diagram showing an example of an inquiry screen. [Figure 12] FIG. 13 is a diagram showing an example of an individual request input screen. [Figure 13] FIG. 13 is a diagram showing an example of a query list display screen. [Figure 14] FIG. 13 is a diagram showing an example of a system fault individual display screen. [Figure 15] FIG. 13 is a diagram showing an example of a system fault individual option display screen. [Figure 16] FIG. 13 is a diagram showing an example of a system failure individual limited disclosure display screen. [Figure 17] FIG. 13 is a diagram illustrating an example of a feedback input screen. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0011] Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings.

[0012] 1 is a diagram showing an example of the configuration of a fault information management system 1 according to this embodiment. The fault information management system 1 includes one or more fault information providing terminals 10 (first information processing device) managed by each financial institution such as a bank (hereinafter also referred to as the provider side), a fault information management device 20 that manages information on system faults that have occurred in an information processing system such as an accounting system used by the provider side, and one or more fault information management devices managed by each financial institution such as a bank or a business entity (hereinafter also referred to as the user side) that utilizes the information on system faults managed by the fault information management device 20 for various business operations. and a consumer information viewing terminal 30 (second information processing device).

[0013] The trouble information providing terminal 10 and the trouble information viewing terminal 30 may be managed by the same entity. The trouble information providing terminal 10, the trouble information management device 20, and the trouble information viewing terminal 30 may be connected to each other via, for example, the Internet, a LAN (Local Area Network), a WAN (Wide Area Network), etc. , or via a wired or wireless communication network 5 such as a dedicated line.

[0014] The fault information management device 20 receives information (hereinafter referred to as fault information) about a system fault that has occurred in an information processing system (hereinafter referred to as an accounting system) managed by the provider from the provider-side fault information providing terminal 10. Then, the fault information management device 20 provides a compensation (remuneration) corresponding to the value of the received information to the provider-side fault information providing terminal 10. In this embodiment, the fault information management device 20 pays an information provision fee as compensation.

[0015] On the other hand, the fault information management device 20 receives a request for information on a system fault from the fault information viewing terminal 30 on the user side, generates information that satisfies the received request from the fault information, and transmits the generated information (answer information) to the fault information viewing terminal 30. Then, the fault information management device 20 charges the user side a fee corresponding to the value of the answer information. In this embodiment, the fault information management device 20 charges the user side a usage fee as this fee and settles the payment.

[0016] Furthermore, when the fault information management device 20 receives information related to the answer information (feedback on the answer information) from the fault information viewing terminal 30 on the user side, it performs a discount process to reduce the above-mentioned burden according to the value of the information.

[0017] Next, the functions of the fault information management device 20 will be described in detail. First, as shown in FIG. 1, the trouble information management device 20 has functional units, namely, a trouble information receiving unit 201 that performs processing related to the trouble information provided by the trouble information providing terminal 10, and a trouble information viewing unit 202 that performs processing in response to requests related to trouble information from the trouble information viewing terminal 30.

[0018] The fault information receiving unit 201 receives fault information from the fault information providing terminal 10 and stores the received information in the fault information DB 300 .

[0019] In this embodiment, the fault information includes information required to identify the configuration of the accounting system related to the system fault (hereinafter referred to as basic information), information identifying the content of the system fault (hereinafter also referred to as event information or base information), and information on the background of the occurrence of the system fault (hereinafter also referred to as background information or optional information). The event information includes, for example, information on the scope of the impact of the system fault.

[0020] In addition, some of the background information includes information that is particularly useful for preventing or responding to a system failure (hereinafter, referred to as limited disclosure information). In this embodiment, the type of limited disclosure information is set in advance by the administrator. Details of the event information and background information will be described later.

[0021] The fault information receiving unit 201 includes at least a fee calculation unit 203 . The compensation calculation unit 203 calculates the value of the received trouble information, and sets compensation information corresponding to the calculated value in the trouble information providing terminal 10 or a predetermined settlement device associated with the trouble information providing terminal 10.

[0022] For example, the value calculation unit 203 calculates a value (first value) of information (event information) that identifies the content of a system failure, and calculates a second value for information on the background of the occurrence of the system failure (background information). A value (second value) higher than the first value is calculated. Specifically, the consideration calculation unit 203 calculates each value based on a standard charging point management table 500 that specifies the relationship between each item of the event information and background information and a parameter (standard charging parameter) that is the standard of the value for the items, and a refund calculation condition table 700 that stores information on the calculation condition of the consideration. The standard charging point management table 500 and the refund calculation condition table 700 will be described in detail later.

[0023] When the event information is information on the extent of the impact of a system failure, the compensation calculation unit 203 calculates a value according to the extent of the impact. Specifically, the compensation calculation unit 203 calculates the compensation based on an impact extent rank management table 600 that specifies the relationship between each impact extent and the criteria for the compensation calculation method. The impact extent rank management table 600 will be described in detail later.

[0024] Furthermore, the fee calculation unit 203 stores the fault information received from the fault information providing terminal 10 in the fault information DB 300 .

[0025] Next, the fault information viewing unit 202 includes at least a burden calculation unit 204 . The burden calculation unit 204 receives a request for the provision of failure information from the failure information viewing terminal 30, generates information (result information) that satisfies the received request from the failure information DB 300, and sets burden information corresponding to the value of the generated information in the failure information viewing terminal 30 or a payment device associated with the failure information viewing terminal 30.

[0026] The charge calculation unit 204 calculates the value of the result information based on the standard charging point management table 500 and a charge calculation condition table 800 that stores information related to the charge calculation conditions. The charge calculation condition table 800 will be described in detail later.

[0027] The burden calculation unit 204 receives, as a request for providing trouble information, from the trouble information viewing terminal 30, a first request (search request) including search conditions for trouble information recorded in the trouble information DB 300, or a second request (processing request) including a request for data processing to the administrator of the trouble information management device 20. Note that the processing request may be accompanied by information on a response deadline (processing deadline).

[0028] Then, when the burden calculation unit 204 receives a search request, it generates result information that satisfies the search request.

[0029] In addition, when the burden calculation unit 204 receives a processing request, it accepts input of the processing contents (hereinafter referred to as processing contents) from the administrator or user side, extracts and processes information from the fault information DB300 based on the input processing contents, and generates result information that satisfies the processing request based on the processed information.

[0030] In this embodiment, the processing includes a process of searching for fault information based on a keyword selected by the administrator of the fault information management device 20 based on a condition previously specified by the user in the processing request (specified keyword search), a process of extracting and collecting fault information performed by the administrator of the fault information management device 20 based on a collection condition previously specified by the user in the processing request (information collection and listing), a process of searching for specific cases of system faults performed by the administrator of the fault information management device 20 based on a search condition previously specified by the user in the processing request (specific case search), a process of searching for cases of system faults similar to the system fault in question performed by the administrator of the fault information management device 20 based on a keyword of the system fault previously specified by the user in the processing request (similar case search), and a process of statistical analysis of past system faults related to the system fault in question performed by the administrator of the fault information management device 20 based on a statistical condition of the system fault previously specified by the user in the processing request (statistical information analysis). However, the types of processing are not limited to these.

[0031] The burden calculation unit 204 displays, on the screen of the trouble information viewing terminal 30, answer information that satisfies the request (search request or processing request) received from the trouble information viewing terminal 30.

[0032] Furthermore, the burden calculation unit 204 stores in the usage record DB 400 the content of the process performed in response to the search request or the processing request.

[0033] Furthermore, the burden calculation unit 204 performs a discount process on the burden in a predetermined case. That is, the problem information viewing unit 202 accepts an input of information related to the answer information (feedback information) from the problem information viewing terminal 30, calculates a value of the input information, and calculates a value obtained by subtracting the calculated value of the information from the value related to the calculated result information, thereby calculating a discounted value (burden).

[0034] In this embodiment, there are two types of discounts in the discount process. That is, there is a discount when the content of the feedback is useful for preventing a system failure or responding to a system failure that has occurred (for example, effective measures or responses, feedback of similar cases, hereinafter referred to as a first discount), and a discount according to the amount of information in the feedback (hereinafter referred to as a second discount). However, this is not intended to limit the types of discount processes.

[0035] (Standard charging point management table) 2 is a diagram showing an example of the standard charging point management table 500. The standard charging point management table is a database that specifies the relationship between each item of fault information and the standard charging point for calculating the price and burden related to that item.

[0036] The standard charging point management table 500 has the following data items: charging number 501; category 502 in which the type of target fault information (event information or background information) is set; item 503 in which the item of that fault information is set; standard charging point 504 in which the standard charging point for that item is set; and DB management 505 which indicates whether input of that item by the provider is mandatory.

[0037] In the example shown in the figure, the fields for information on the scope of impact, information on the business category, the input field for the business operation that occurred, the field for the date the cause was discovered, and the date on which the countermeasure was completed are required, while the other input fields are optional. Also, the standard charging point for background information ("2") is higher than the standard charging point for event information ("1").

[0038] As shown in the figure, for the impact range item in the event information, the reference charging point is managed by an impact range rank management table 600 which is a different table from the reference charging point management table 500 .

[0039] (Impact range rank management table) 3 is a diagram showing an example of an impact range rank management table 600. The impact range rank management table 600 is a database that stores the magnitude (rank) of the impact range of a system failure and a standard charging point (here, particularly referred to as an impact range coefficient) related to the calculation of the price and burden according to the magnitude in association with each other.

[0040] The impact range rank management table 600 has the following data items: rank number 601, in which the number of the range (rank) affected by a system failure is set; rank name 602, in which information about the rank name is set; category 603, in which information specifying the size of the impact range indicated by that rank is set; and coefficient 604, in which the impact range coefficient related to that rank is set.

[0041] In this embodiment, the ranks of the impact of a system failure are as follows, in descending order of severity: rank "A" for which the impact of the system failure is expected to extend to all customers and the impact is unspecified or large; rank "B" for which the impact of the system failure is limited to some customers, the prospect of recovery is unclear or recovery in a short time is difficult, and the impact is expected to be limited; rank "C" for which the impact of the system failure is limited to some customers, recovery in a short time is certain, and the impact is limited; rank "D" for which the impact is only to the extent that it affects internal affairs; and rank "E" for which the impact is not to the extent that it affects internal affairs. The higher the impact range coefficient value, the lower the rank.

[0042] (Rebate calculation condition table) 4 is a diagram showing an example of the refund calculation condition table 700. The refund calculation condition table 700 is a database that defines calculation conditions for a compensation (value) for each type of fault information.

[0043] The rebate calculation condition table 700 includes a number 701 in which a number (method number) assigned to each calculation condition for compensation is set, a category 702 in which a category of fault information of a system fault corresponding to the number is set (for example, information that the provider should register the first time, or information that the provider should register from the second time onwards), a registration content 703 in which the type of the fault information is set, a number definition 704 in which the number of fault information items that is the unit for calculating compensation is set, an upper limit of the fault information that can be the subject of compensation, and The data items include upper and lower limits 705 which set the upper and lower limits of the number of cases (number of cases per month in this embodiment), a rebate coefficient 706 which sets a weighting value (rebate coefficient) for calculating the amount of compensation per piece of fault information, frequent case unit price 707 which sets a weighting value (frequent case coefficient) for calculating the amount of compensation when the system fault indicated by the fault information is a frequent fault, and first case unit price 708 which sets a weighting value (first case coefficient) for calculating the amount of compensation when the system fault indicated by the fault information is a first-time fault.

[0044] In this embodiment, the amount of the compensation is calculated by multiplying the standard charging point determined in the standard charging point management table 500 or the influence range rank management table 600 by the return coefficient and the frequent case coefficient or the leading case coefficient as the case may be, and multiplying this multiplied value (charging point) by a predetermined standard amount. The standard amount is set in advance by an administrator or the like.

[0045] Basic information is information required for entering fault information for system faults, and is, for example, infrastructure information (information about the overall configuration of the accounting system managed by the provider, and information about the configuration of the hardware and software that are the components of the accounting system). Basic information is also, for example, business information (an overview of the business, and the development language of the system). Basic information may be set in advance by an administrator, or may be set by the provider.

[0046] The base information is, for example, information about an outline of the failure event and an outline of the cause of the failure.

[0047] The optional information is information useful for preventing or responding to the recurrence of a system failure, such as information on measures taken in response to the system failure that has occurred and measures to prevent recurrence. The optional information is, for example, detailed information on the cause of the system failure, detailed information on measures taken in response to the system failure, and detailed information on measures to prevent recurrence so as to prevent a similar system failure from occurring in the future. The optional information may also include diagrams.

[0048] The restricted disclosure information is information that is particularly useful for preventing or dealing with the recurrence of the system failure, such as information on a third party who has an interest in the system failure. This is information on materials that should be reported to authorities, such as:

[0049] In this embodiment, the value of the reduction coefficient is the same for each of the cases of the limited disclosure information, the background information, and the event information, but the frequent case coefficient and the leading case coefficient are higher when the target fault information is the limited disclosure information than when it is the background information (not the limited disclosure information), and are higher when the target fault information is the background information than when it is the event information. In other words, the compensation for the limited disclosure information is set to be higher than the compensation for the background information, and the compensation for the background information (second value) is set to be higher than the compensation for the event information (first value).

[0050] Regarding the frequent occurrence coefficient, a frequent system failure is an instance of a system failure that is likely to occur at each financial institution, such as software with a high penetration rate, while a first occurrence of a system failure is an instance of a system failure that requires a response from each financial institution, even though it is the first occurrence.

[0051] (Charge calculation condition table) 5 is a diagram showing an example of a charge calculation condition table 800. The charge calculation condition table 800 is information that defines calculation conditions for the burden (value) on the user side for each type of processing (search processing, processing processing, or discount processing) performed by the fault information management device 20 and for each target and content of the processing.

[0052] The charge calculation condition table 800 has the following data items: number 801, which sets a number (method number) assigned to each charge calculation condition; service category 802, which sets the type of processing associated with that calculation method; service content 803, which sets the item of processing of that type; provided information 804, which sets the type of fault information (base information, optional information, or limited disclosure information) that the processing of that item targets; number definition 805, which sets the number of fault information items that are the unit of charge calculation; upper and lower limits 806, which set the upper and lower limits of the number of fault information items that can be the subject of the charge (number per month in this embodiment); charge coefficient 807, which sets a weighting value (charge coefficient) used to calculate the amount of the charge per fault information item; and response deadline parameter 808, which sets a weighting value (response deadline parameter) used to calculate the amount of the charge according to the response deadline when the type of processing is processing and a response deadline is attached to the processing request.

[0053] In this embodiment, the charge amount is calculated by multiplying the standard charging point determined in the standard charging point management table 500 or the influence range rank management table 600 by the charging coefficient and the response deadline parameter as the case may be, and multiplying this multiplied value (charging point) by a predetermined standard amount. The standard amount is set in advance by an administrator or the like.

[0054] When the type of processing is processing, the service content 803 is set to one of “keyword search” for performing a specified keyword search, “information compilation and listing” for compiling and listing information, “specific case search” for performing specific case search processing, “similar case search” for performing similar case search processing, and “statistical information analysis” for performing statistical information analysis processing.

[0055] In the response deadline parameter 808, response deadline parameter values ​​are set for each of the cases where the response deadline is a normal period, where the response deadline is a short period (semi-urgent), and where the response deadline is an even shorter period (urgent).

[0056] The charge coefficient is higher when the target fault information is restricted disclosure information than when it is background information (not restricted disclosure information), and is higher when the target fault information is background information than when it is event information. In other words, the charge coefficient is set so that the burden related to restricted disclosure information is higher than the burden related to background information, and the burden related to background information is higher than the burden related to event information.

[0057] Next, Fig. 6 is a diagram showing an example of a hardware configuration of each information processing device (the fault information providing terminal 10, the fault information management device 20, and the fault information viewing terminal 30) in the fault information management system 1. Each information processing device includes a control device such as a CPU (Central Processing Unit), The computer includes a main memory device 11, a main memory device 12 such as a random access memory (RAM) or a read only memory (ROM), an auxiliary memory device 13 such as a hard disk drive (HDD) or a solid state drive (SSD), an input device 14 such as a keyboard, a mouse, or a touch panel, an output device 15 such as a display or a touch panel, and a network interface card (NIC), a wireless communication module, a universal serial interface (USB) module, or a serial communication module. and a communication device 16 configured with a module or the like.

[0058] The functions of the functional units of each information processing device in the fault information management system 1 described above are realized by the control device 11 reading out a program from the main storage device 12 or the auxiliary storage device 13. Each program can be recorded on a portable or fixed recording medium and distributed, for example. Note that all or a part of these programs may be realized using virtual information processing resources provided using a virtualization technique or a process space separation technique, such as a virtual server provided by a cloud system. Also, all or a part of these programs may be realized by a service provided by a cloud system via an API (Application Programming Interface), for example. Next, the processing performed by the fault information management system 1 will be described.

[0059] 7 is a flow diagram illustrating an example of a process performed by the fault information management system 1. This process is started, for example, when the fault information management device 20 is started.

[0060] First, the trouble information management device 20 displays a menu screen 850, which will be described later, on each of the trouble information providing terminal 10 and the trouble information viewing terminal 30, and accepts a request to register trouble information from the trouble information providing terminal 10 and a request to provide trouble information from the trouble information viewing terminal 30 (s101).

[0061] When the fault information management device 20 receives a request to register fault information from the fault information providing terminal 10 (s102: registration), it executes processing of s110, and when it receives a request to provide fault information from the fault information viewing terminal 30 (s102: inquiry), it executes processing of s120.

[0062] (Menu screen) 8 is a diagram showing an example of a menu screen 850. The menu screen 850 includes a registration field 860 for accepting registration of trouble information from the providing side (the trouble information providing terminal 10) and displaying a trouble information registration screen described below, and a query field 870 for receiving a request for provision of information related to trouble information from the using side (the trouble information viewing terminal 30) and displaying a query screen 1100 described below.

[0063] 7, in s110, the fault information management device 20 displays a fault information registration screen 900 for accepting registration of fault information from the fault information providing terminal 10 on the screen of the fault information providing terminal 10. When the fault information management device 20 completes the registration of the fault information, it stores the registered fault information in the fault information DB 300. After that, the process of s111 is performed.

[0064] (Fault information registration screen) FIG. 9 is a diagram showing an example of a fault information registration screen 900 (the screen is shown separated due to space limitations). The fault information registration screen 900 has a fault event input field 910 for receiving input of each item of event information among the fault information, and a fault event input field 912 for receiving input of each item of background information among the fault information. and a content confirmation field 950 for accepting input for confirming the content entered on the fault information registration screen 900.

[0065] The failure event input field 910 includes a number field 911 which displays a management number that is automatically set and displayed for each failure information (system failure) to be registered, a subject input field 912 which accepts input of the subject of the system failure, a failure occurrence date input field 913 which accepts input of the date on which the system failure occurred (year / month / day and time / minute), a recovery date and time input field 914 which accepts input of the date on which the system was restored from the system failure (year / month / day and time / minute), a failure duration display field 915 which displays the length of time that the system failure occurred, and an impact scope input field 916 which accepts selection and input of the impact scope of the system failure (for example, whether the impact was limited to the bank's system or extended to a system outside the bank). a system failure, whether it affected the entire accounting system and the system and how many personnel it affected), and a system or software affected by the system failure (business classification; for example, whether the entire accounting system's business was affected (complete down), whether a partial range of the accounting system was affected, or the subsystem or other information processing system of the accounting system that was affected); an occurring business input field 918 for accepting input of the type of business (occurring business) affected by the system failure; a failure phenomenon input field 919 for accepting input of a failure phenomenon that occurred due to the system failure (for example, the content of a service that customers can no longer use at an automated teller machine (ATM)); a cause discovery date input field 920 for accepting input of the date on which the cause of the system failure was discovered; a cause input field 921 for accepting input of information indicating the content of the cause (for example, a text explaining the cause); a countermeasure input field 922 for accepting input of countermeasures to be taken to prevent a failure similar to that system failure from occurring; and a countermeasure completion date input field 923 for accepting input of the date on which the countermeasures were completed.

[0066] The failure duration display field 915 displays the length of time during which the system failure occurred, which is automatically calculated from the value entered in the failure occurrence date input field 913 and the value entered in the recovery date and time input field 914 .

[0067] Furthermore, the business category input field 917 accepts input of information on the system or software that was directly affected, information on the subsystems or sub-software of that system or software, and information on the subsystems or sub-software of software that was otherwise affected. Furthermore, the business category input field 917 accepts selection of whether the scope of the impact is the entire system or software, or only a part of it. Furthermore, the business category input field 917 accepts input of the details of the impact that the system or software was affected (for example, ATMs became unusable).

[0068] The background information input field 930 includes a design factor input field 931 for accepting input of an event (e.g., the name of the project or system modification that caused the direct cause (fault location); design cause (factor); a defect type 932 for accepting input of the type of design cause (e.g., design defect, manufacturing defect); a design process input field 933 for accepting input of the process (e.g., basic design, detailed design, manufacturing) in which the design cause of the system failure occurred; an extraction process input field 934 for accepting input of the process in which the design cause should have been discovered (e.g., unit test, integration test; leakage cause); a technical factor input field 935 for accepting input of a technical cause in the system or program that caused the design cause (e.g., variable error, omitted processing); and a motivational cause input field 936 for accepting input of a human (motivational) cause (e.g., simple mistake, lack of understanding of business use, or lack of checking the design document) that caused the design cause.

[0069] When the content confirmation field 950 is selected, a screen or the like for confirming whether or not to complete the registration based on the content entered on the fault information registration screen 900 is displayed (not shown). When the completion of the registration is confirmed, the content currently displayed on the fault information registration screen 900, that is, the registration information for one fault information item (information for one management number) entered by the provider, is displayed as the fault information of the fault information management device 20. The information is stored in the information DB 300.

[0070] 7, the fault information management device 20 stores the fault information (event information, background information, and limited disclosure information) input on the fault information registration screen 900 in the fault information DB 300. The fault information management device 20 may accept registration of multiple pieces of fault information at one time.

[0071] Thereafter, the fault information management device 20 calculates (s112) a fee to be paid to the provider of the fault information based on each piece of fault information registered in the fault information DB 300. This process may be performed at predetermined intervals (e.g., once a month), or may be performed every time fault information is registered in the fault information DB 300, or may be performed at any other timing.

[0072] Specifically, first, the fault information management device 20 refers to the fault information DB 300 and identifies each fault information for which a fee is to be calculated and the items in that fault information (for example, identifies the type of fault information as event information, background information, or limited disclosure information, and identifies each item in the event information and background information for which data has been entered).

[0073] At this time, the fault information management device 20 refers to the upper and lower limits 705 of the rebate calculation condition table 700, and checks whether the number of registered fault information items for which compensation is to be calculated exceeds the upper limit value indicated by the upper and lower limits 705. If the number of registered fault information items exceeds the upper limit value indicated by the upper and lower limits 705, the fault information management device 20 selects only the number of fault information items that is equal to the upper limit value.

[0074] Then, the fault information management device 20 refers to the standard charging point management table 500 and calculates the total value of the standard charging points for each type of fault information for each registered item.

[0075] When the fault information is the impact range of the event information (data entered in the impact range input field 916), the fault information management device 20 identifies the standard charging point (impact range coefficient) by referring to the impact range rank management table 600, rather than the standard charging point management table 500, and the information entered in the fault time display field 915, the impact range input field 916, the business category input field 917, and the like, among the information in the fault information DB 300, on the fault information registration screen 900.

[0076] For example, when the extent of impact input in the business category input field 917 is a total outage, the fault information management device 20 determines the extent of impact to be "A" and specifies the standard charging point for "A."

[0077] In other cases, if the impact scope entered in the impact scope input field 916 is one or more people outside the bank and the impact time set in the impact time display field 915 is 30 minutes or more, the fault information management device 20 determines the impact scope to be "B" and identifies the standard charging point for "B".

[0078] In other cases, if the impact scope entered in the impact scope input field 916 is one or more people outside the bank and the impact time set in the impact time display field 915 is less than 30 minutes, the fault information management device 20 determines the impact scope to be "C" and identifies the standard charging point for "C".

[0079] In other cases, if the impact scope entered in the impact scope input field 916 is one or more people within the bank, the fault information management device 20 determines the impact scope to be "D" and adds the standard charging points for "D".

[0080] In other cases, if the impact scope entered in the impact scope input field 916 is 0 people inside and outside the bank, the fault information management device 20 determines the impact scope to be "E" and adds the standard charging points for "E".

[0081] In this way, the fault information management device 20 automatically calculates the charge (here, the standard charging points) according to the extent of the impact of the system fault indicated by the provided fault information, using a predetermined calculation standard.

[0082] FIG. 10 shows an example of the correspondence between the rank of the extent of influence determined by the above-mentioned calculation criteria and the pattern of the extent of influence in that case.

[0083] Next, the fault information management device 20 refers to the rebate calculation condition table 700, and calculates charging points by further multiplying the sum of the standard charging points for each type of fault information (event information, background information, and limited disclosure information) of each registered case calculated as described above by a rebate coefficient and a frequent case coefficient or a leading case coefficient.

[0084] Specifically, first, the fault information management device 20 acquires the refund coefficient for each type of fault information based on the refund coefficient 706 of the refund calculation condition table 700 .

[0085] Furthermore, the fault information management device 20 determines whether the fault information of each registered case that is the subject of the fee calculation is a frequent case or not and whether it is a leading case or not by calculating the similarity between the fault information of each registered case that is the subject of the fee calculation and fault information registered in the past. Then, for the fault information of the registered case that is determined to be a frequent case, the fault information management device 20 obtains a frequent case coefficient from the frequent case 707 of the return calculation condition table 700. Also, for the fault information of the registered case that is determined to be a leading case, the fault information management device 20 obtains a leading case coefficient from the leading case 708 of the return calculation condition table 700.

[0086] The fault information management device 20 calculates the charging points for each type of fault information of each registered case by multiplying the standard charging points for that type by the acquired return coefficient and the acquired frequent case coefficient or leading case coefficient (or neither).The fault information management device 20 then calculates the amount of the fee by adding up the charging points for each type of fault information and multiplying the total value of the charging points by a predetermined standard amount.

[0087] Thereafter, the fault information management device 20 pays the calculated fee to the provider (s112). For example, the fault information management device 20 transmits payment information including the calculated fee to the fault information providing terminal 10 or a predetermined payment device (not shown) linked to the fault information providing terminal 10. This allows the provider to obtain the fee.

[0088] On the other hand, when the trouble information management device 20 receives a request for providing trouble information from the trouble information viewing terminal 30 (s102: inquiry), it displays an inquiry screen 1100 for receiving a search request (search process) and its search conditions, or a processing request (processing process) and its processing contents, on the screen of the trouble information viewing terminal 30 (s120). At this time, the trouble information management device 20 calculates a burden to be imposed on the user side for the search request or the processing request.

[0089] (Inquiry screen) 11 is a diagram showing an example of an inquiry screen 1100. The inquiry screen 1100 includes a list search selection field 1110 for accepting the selection of a search process, a keyword search field 1120 for accepting the selection of a search process together with the input of search conditions, an individual request selection field 1130 for displaying an individual request input screen 1200 for accepting the input of processing details, and an execution confirmation field 1140 for accepting the confirmation of the input and returning to the inquiry screen 1100.

[0090] The list search selection field 1110 includes a search period input field 1111 for receiving input of a period as a search condition, and a number input field 1112 for receiving input of the number of pieces of fault information to be searched for as a search condition.

[0091] (Individual request input screen) 12 is a diagram showing an example of an individual request input screen 1200 that is displayed when the individual request selection field 1130 is selected. The individual request input screen 1200 includes an individual request lineup input field 1210 for receiving input of the type of processing and the processing content, a reference information selection field 1220 for receiving selection of the type of fault information to be processed (base information, optional information, or limited disclosure information), a response deadline option input field 1230 for receiving designation of the transmission deadline (response deadline) for result information for the processing, and an execution confirmation field 1240 for receiving designation of input confirmation.

[0092] The individual request lineup input field 1210 includes a lineup selection field 1211 for accepting the selection of the type of processing, a request content input field 1212 for accepting input of the processing content of the selected processing, and a number of inquiries input field 1213 for accepting input of the number of pieces of fault information to be extracted by the processing.

[0093] In the request content input field 1212, for example, the user enters keywords related to the system failure (in the case of a specified keyword search, for example, the name of the software or hardware, or the name of an external data center), the content to be aggregated (in the case of information aggregation and listing, for example, "A list of measures to prevent recurrence of past cases of SI errors"), information on system failure cases (in the case of a specific case search, for example, "Cases of performance not being met during system development"), system configuration information (in the case of a similar case search, for example, the name of the OS (Operation System) or language), or the content and target period to be subjected to statistical processing (in the case of statistical information analysis, for example, "Trends in causes of open API failures").

[0094] When the execution confirmation field 1240 is filled in, the contents currently displayed on the individual request input screen 1200 , that is, the processing and processing contents designated by the user, are stored in the usage history DB 400 of the fault information management device 20 .

[0095] Next, as shown in s121 of FIG. 7, when the fault information management device 20 receives input of a search process and search conditions (s121: search), it executes processing of s122, and when it receives input of a processing process and processing contents, it executes processing of s123.

[0096] In s122, the fault information management device 20 searches for fault information that matches the search conditions input in s120 by referring to the fault information DB 300, and generates the searched content as result information. In addition, the fault information management device 20 calculates charging points related to the burden on the user side based on the generated result information. After that, the process of s124 is performed.

[0097] In s123, the fault information management device 20 generates result information from the fault information DB 300 based on the processing content input in s120. In addition, the fault information management device 20 calculates the charging points related to the burden on the user side based on the generated result information. After that, the process of s124 is performed. Note that, if a response deadline is set on the individual request input screen 1200, the process of s123 is performed by the time indicated by the response deadline.

[0098] Here, a specific example of the generation of the result information in s123 will be described. For example, when the type of processing is a specified keyword search, the fault information management device 20 searches for one or more errors related to the keyword based on the search keyword input by the administrator in s120. accepts input of a plurality of related keywords. The fault information management device 20 searches the fault information DB 300 for fault information that matches the input related keywords, and displays it on the screen. The fault information management device 20 accepts input of fault information to be used as result information from among the displayed fault information, and uses the input fault information as result information.

[0099] Furthermore, for example, when the type of processing is information aggregation and listing, the fault information management device 20 accepts input of aggregation conditions that satisfy the processing content input in s120 from the administrator. The fault information management device 20 extracts fault information that meets the input aggregation conditions from the fault information DB 300, aggregates the information, and treats the aggregation result as result information.

[0100] Furthermore, for example, when the type of processing is specific case search, the fault information management device 20 accepts input of one or more keywords (keywords related to the case) related to the processing content based on the processing content (case information) input from the administrator in s120. The fault information management device 20 searches the fault information DB 300 for fault information that matches the input keywords, and displays it on the screen. The fault information management device 20 accepts input of fault information to be used as result information from among the displayed fault information, and treats the input fault information as result information.

[0101] Furthermore, for example, when the type of processing is a similar case search, the fault information management device 20 accepts input from the administrator of one or more keywords (keywords of similar cases) related to the processing content based on the processing content (case information) input in s120. The fault information management device 20 searches the fault information DB 300 for fault information that matches the input keywords, and displays it on the screen. The fault information management device 20 accepts input of fault information to be used as result information from among the displayed fault information, and treats the input fault information as result information.

[0102] Furthermore, for example, when the type of processing is statistical information analysis, the fault information management device 20 accepts input of one or more keywords (keywords necessary for statistical analysis) related to the processing content based on the processing content (method of statistical information analysis and target period) input from the administrator in s120. The fault information management device 20 searches the fault information DB 300 for fault information that matches the input keywords, and displays it on the screen. The fault information management device 20 accepts input of analysis content by the administrator based on the displayed screen, and treats the input information of the analysis content as result information.

[0103] Next, a specific example of the method of calculating the charging points in s122 and s123 will be described. In the case of s122, the fault information management device 20 calculates the number of pieces of searched fault information for each type of fault information. At this time, the fault information management device 20 refers to the upper and lower limits 806 of the charge calculation condition table 800, and checks whether each number exceeds the upper limit indicated by the upper and lower limits 806. If the number exceeds the upper limit indicated by the upper and lower limits 806, the upper limit is set as the number of pieces.

[0104] Then, the fault information management device 20 multiplies the number of fault information of each type by the standard charging point of each type indicated by the standard charging point 504 of the standard charging point management table 500, to calculate a multiplication value for each type of fault information.

[0105] Then, the fault information management device 20 refers to the charge calculation condition table 800 and multiplies each multiplication value of each type of fault information by the corresponding charge coefficient.

[0106] Specifically, the fault information management device 20 acquires a charging coefficient for each type of fault information based on the charging coefficient 807 in the charge calculation condition table 800 and the input content in s120. The fault information management device 20 then multiplies the multiplied value for each type by the acquired charging coefficient for each type. The fault information management device 20 then calculates charging points for each type of fault information by summing up the multiplied values ​​for each type of fault information, and adds a predetermined sum to the total value of these charging points. The amount of burden is calculated by multiplying this by the standard amount.

[0107] On the other hand, in the case of s123, the fault information management device 20 calculates a reference value, which is a parameter corresponding to the number of pieces of fault information extracted as a result of processing, for each type of processing and type of fault information (for example, the number of searches when the type of processing is specified keyword search, the number of pieces of fault information to be collected when the type of processing is information compilation and listing, the number of pieces of fault information to be included in the result information when the type of processing is specific case search, the number of pieces of fault information to be included in the result information when the type of processing is similar case search, and the target period to be analyzed when the type of processing is statistical information analysis). At this time, the fault information management device 20 refers to the upper and lower limits 806 of the charge calculation condition table 800, and checks whether each reference value exceeds the upper limit indicated by the upper and lower limits 806, and if it exceeds the upper limit indicated by the upper and lower limits 806, sets the upper limit as the reference value.

[0108] Then, the fault information management device 20 multiplies the standard value of each type of processing and fault information by the standard charging point of each type indicated by the standard charging point 504 in the standard charging point management table 500 (or the coefficient 604 in the impact range rank management table 600) to obtain each multiplied value (in the same manner as s112).

[0109] Then, the fault information management device 20 refers to the charge calculation condition table 800 and further multiplies the calculated multiplication values ​​related to each type of processing and fault information by a charge coefficient and a response deadline parameter, respectively.

[0110] Specifically, the fault information management device 20 acquires a charging coefficient for each type of processing and fault information based on the charging coefficient 807 in the charge calculation condition table 800 and the input contents in s120. Also, the fault information management device 20 acquires a response deadline parameter for each type of processing and fault information based on the response deadline parameter 808 in the charge calculation condition table 800 and the response deadline specified in s120.

[0111] Then, the fault information management device 20 multiplies the calculated multiplication values ​​related to each type of processing and fault information by the corresponding charging coefficient and response deadline parameter obtained above.The fault information management device 20 then calculates the charge by summing up all the multiplication values ​​of each type of processing and fault information and multiplying the sum by a predetermined base amount.

[0112] When the result information is generated and the charge is calculated as described above, in s124, the trouble information management device 20 displays the result information generated in s122 or s123, i.e., the inquiry list display screen 1300 displaying a list of the trouble information of each registered item, on the trouble information viewing terminal 30. In addition, the trouble information management device 20 stores the displayed list of the trouble information of each registered item in the usage history DB 400.

[0113] The trouble information management device 20 also displays a feedback input screen 1700 for receiving feedback on the result information from the user on the screen of the trouble information viewing terminal 30 (s125). Then, the trouble information management device 20 calculates a discount on the burden calculated in s122 or s123 based on the input feedback (s126).

[0114] (Inquiry list display screen) 13 is a diagram showing an example of a query list display screen 1300. The query list display screen 1300 displays a list of system fault (trouble information) names 1314, system fault (trouble information) management numbers 1313, and fault occurrence dates 1312 of the system faults, and also displays a search result display field 1310 having a selection field 1311 for accepting selection of a system fault for which detailed information is to be displayed, and a system fault individual display screen 1312 for displaying detailed information of the system fault selected in the selection field 1311. and a confirmation inquiry field 1320 for displaying an individual system fault display screen 1400.

[0115] When the inquiry confirmation field 1320 is specified, the fault information management device 20 may add a predetermined amount (for example, equivalent to one standard charging point) to the charge to the user.

[0116] (System fault individual display screen) 14 is a diagram showing an example of a system fault individual display screen 1400 (the screen is divided into upper and lower parts due to space limitations). The system fault individual display screen 1400 is a screen that displays base information from among the result information.

[0117] The individual system fault display screen 1400 comprises a base information display field 1410 that displays base information of the system fault selected in the selection field 1311 of the query list display screen 1300, an option information query specification field 1430 that accepts the display of a system fault individual option display screen 1500 that displays optional information of the system fault, a feedback specification field 1440 that displays a feedback input screen 1700 (described below) that accepts the input of feedback information for the system fault, and a back field 1420 for displaying the query list display screen 1300 again.

[0118] When the option information inquiry specification field 1430 is specified, the fault information management device 20 may add a predetermined amount (for example, equivalent to one standard charging point) to the charge to the user.

[0119] (System fault individual option display screen) FIG. 15 is a diagram showing an example of a system fault individual option display screen 1500. The system fault individual option display screen 1500 is a screen for displaying option information. The system fault individual option display screen 1500 includes a base information display field 1510 for displaying option information of a system fault selected in the selection field 1311 of the inquiry list display screen 1300, a back field 1520 for displaying the inquiry list display screen 1300 again, a disclosure limited information inquiry designation field 1530 for accepting display of a system fault individual limited disclosure display screen 1600 for displaying limited disclosure information of this system fault, and a feedback designation field 1540 for displaying a feedback input screen 1700 described later for accepting input of feedback information for this system fault. The system fault individual option display screen 1500 may be additionally displayed on the system fault individual display screen 1400.

[0120] When the disclosure restriction information inquiry specification field 1530 is specified, the fault information management device 20 may add a predetermined amount (for example, equivalent to one standard charging point) to the charge to the user.

[0121] (System failure individual limited disclosure display screen) 16 is a diagram showing an example of a system failure individual limited disclosure display screen 1600. The system failure individual limited disclosure display screen 1600 is a screen that displays limited disclosure information out of the result information.

[0122] The system fault individual limited disclosure display screen 1600 includes a limited disclosure information display field 1610 that displays the limited disclosure information of the system fault selected in the selection field 1311 of the inquiry list display screen 1300, a back field 1620 for displaying the inquiry list display screen 1300 again, and a feedback specification field 1640 that displays a feedback input screen 1700 (described later) that accepts input of feedback information for this system fault. The display screen 1600 may be displayed in addition to the system fault individual display screen 1400 .

[0123] (Feedback input screen) 17 is a diagram showing an example of a feedback input screen 1700 (the screen is divided into upper and lower parts due to space limitations). The feedback input screen 1700 includes a base information feedback input field 1710 for receiving input of related base information regarding a system fault (fault information) selected in the selection field 1311 of the inquiry list display screen 1300, an option information feedback input field 1730 for receiving input of related option information, a limited disclosure information feedback input field 1750 for receiving input of related limited disclosure information, a back field 1760 for returning to the previous screen, and a feedback information registration specification field 1770 for confirming the information input in the feedback input screen 1700 and calculating discount points.

[0124] When the feedback information registration specification field 1770 is specified, the fault information management device 20 calculates the discount amount based on the charge calculation condition table 800. Here, a specific example of a method for calculating the discount amount will be described.

[0125] First, the fault information management device 20 determines whether to apply the first discount points or the second discount points. For example, the fault information management device 20 may accept a selection from an administrator, or may determine based on the items of input feedback information (for example, when a predetermined type or item of fault information is input on the feedback input screen 1700, the first discount points are applied).

[0126] Then, the fault information management device 20 calculates the number of input feedbacks for each type of fault information. At this time, the fault information management device 20 refers to the upper and lower limits 806 of the charge calculation condition table 800, checks whether each number exceeds the upper limit indicated by the upper and lower limits 806, and if it exceeds the upper limit indicated by the upper and lower limits 806, sets the upper limit as the number.

[0127] Then, the fault information management device 20 multiplies the number of feedback items of each type of fault information by the standard charging point of each type indicated by the standard charging point 504 in the standard charging point management table 500, to calculate a multiplication value for each type of feedback.

[0128] Then, the fault information management device 20 refers to the charge calculation condition table 800 and multiplies each multiplication value of the feedback of each type of fault information by the corresponding charge coefficient.

[0129] Specifically, the fault information management device 20 acquires a charging coefficient for each type of fault information feedback based on the charging coefficient 807 in the charge calculation condition table 800 and the determined type of discount (first discount, second discount). Then, the fault information management device 20 multiplies the multiplied value of the feedback of each type of fault information by the acquired charging coefficient for each type of fault information. Then, the fault information management device 20 calculates charging points for each type of fault information feedback by summing up the multiplied values ​​of the feedback of each type of fault information, and calculates the discount amount by multiplying the sum of these charging points by a predetermined reference amount.

[0130] After that, the fault information management device 20 calculates the charge to be requested from the user side by subtracting the discount amount calculated in s126 from the charge calculated in s122 or s123 (s127). This process may be performed at predetermined intervals (e.g., once a month), or may be performed every time a search request or a processing request is received, or may be performed at any other timing.

[0131] Thereafter, the trouble information management device 20 performs payment for the calculated charge (s128). For example, the trouble information management device 20 sets payment information including the calculated charge in the trouble information viewing terminal 30 or a predetermined payment device (not shown) linked to the trouble information viewing terminal 30. This allows the manager to collect the fee.

[0132] As described above, the trouble information management device 20 of this embodiment calculates the value of the trouble information received from the trouble information providing terminal 10, and generates compensation information corresponding to the calculated value, while receiving a request (search request or processing request) for information on system troubles related to financial institutions from the trouble information viewing terminal 30, generates information (result information) that satisfies the received request from the trouble information DB300, and generates burden information corresponding to the value of the generated information (result information).

[0133] In this way, the fault information management device 20 of this embodiment generates information on the compensation for the provider (trouble information providing terminal 10) who provided the system fault information, and generates information on the burden for providing the information for the user (trouble information viewing terminal 30) who requested the provision of the system fault information. This promotes the collection of system fault information and allows the appropriate use of the system fault information.

[0134] Moreover, the fault information management device 20 of this embodiment calculates a first value for the event information, and calculates a second value, which is greater than the first value, for the background information.

[0135] In this way, by placing a higher value on background information that may be useful for preventing a system failure or for dealing with an existing system failure than on event information, it is possible to collect a wider range of useful failure information.

[0136] Moreover, the fault information management device 20 of this embodiment calculates a first value according to the extent of influence indicated by the information on the extent of influence of a system fault in the background information.

[0137] This allows a higher value to be calculated for information about a system failure that had a large impact, for example, so that useful failure information can be collected more widely.

[0138] In addition, the fault information management device 20 of this embodiment calculates the impact range indicated by the information on the impact range of the system failure based on event information, such as information on the system in which the system failure occurred, information on the time when the system failure occurred, and information on the number of people affected by the system failure, and calculates a value according to the calculated impact range.

[0139] In this way, by calculating the extent of the impact of a system failure based on event information, it is possible to accurately and objectively calculate a value according to the extent of the impact.

[0140] Furthermore, the fault information management device 20 of this embodiment calculates values ​​for information on an event that has occurred due to a system fault and information indicating the cause of the occurrence of the system fault, as event information.

[0141] This makes it possible to calculate the value of the fault information with high accuracy.

[0142] In addition, the fault information management device 20 of this embodiment calculates the value of at least any of the following background information: information identifying the process that caused the system fault, information about the program that caused the system fault, or information about human factors that caused the system fault.

[0143] This makes it possible to calculate the value of the fault information with high accuracy.

[0144] In addition, the trouble information management device 20 of this embodiment receives, from the trouble information viewing terminal 30, a search request including search conditions for the trouble information DB300, or a processing request including a request for processing the trouble information DB300.When a search request is received, the trouble information management device 20 generates result information based on the search conditions, and when a processing request is received, the trouble information management device 20 accepts input of the processing contents, processes the information in the trouble information DB300 based on the input processing contents, and generates result information based on the processed information.

[0145] In this way, by being able to both directly search for information in the fault information DB300 and to process information based on the information in the fault information DB300, convenience for users is increased and effective use of system fault information can be made.

[0146] In addition, the fault information management device 20 of this embodiment accepts input of feedback information related to result information from the fault information viewing terminal 30, calculates the value of the input information, and generates burden information corresponding to a value obtained by subtracting the value of the feedback from the value of the result information.

[0147] In this way, by accepting feedback related to the fault information registered in the fault information DB300 and reducing the burden on the user side accordingly, it is possible to promote the collection of more useful system fault information.

[0148] Furthermore, the trouble information management device 20 of the present embodiment sets the information of the consideration in the trouble information providing terminal 10 or a payment device associated with the trouble information providing terminal 10.

[0149] In this way, by providing compensation to the provider for the fault information provided by the provider, it is possible to promote the collection of information on system faults.

[0150] Furthermore, the trouble information management device 20 of this embodiment sets information on the charge in the trouble information viewing terminal 30 or a payment device associated with the trouble information viewing terminal 30.

[0151] In this way, by charging or settling a fee (cost) on the user for providing fault information in response to a request from the user, it is possible to ensure appropriate use of system fault information.

[0152] The present invention is not limited to the above-described embodiment, and can be implemented using any components without departing from the scope of the present invention. The above-described embodiments and modifications are merely examples, and the present invention is not limited to these contents as long as the features of the invention are not impaired. In addition, although various embodiments and modifications have been described above, the present invention is not limited to these contents. Other aspects conceivable within the scope of the technical idea of ​​the present invention are also included in the scope of the present invention.

[0153] For example, part of the hardware included in each device of this embodiment may be provided in another device.

[0154] Furthermore, each program of each device may be provided in another device, a program may consist of multiple programs, or multiple programs may be integrated into one program.

[0155] In the present embodiment, the burden amount and the discount amount are calculated when the result information is generated and when the feedback information is input, but these calculation timings are merely examples. The burden amount and the discount amount may be calculated at different timings depending on the timing of payment.

[0156] In addition, in this embodiment, the processing is performed by the fault information management device 20 receiving input of the processing content from an administrator, but the fault information management device 20 may automatically generate the processing content according to a predetermined algorithm and perform the processing based on the generated processing content.

[0157] Furthermore, in this embodiment, the charges and discounts are granted or claimed in cash, but they may be other types of value exchange media (for example, points to be used for a specific purpose). [Explanation of symbols]

[0158] 1 Fault information management system, 10 Fault information providing terminal, 20 Fault information management device, 30 Fault information viewing terminal

Claims

1. a storage device that stores information on a system failure related to a financial institution received from the first information processing device; and A compensation calculation process for calculating a value of the information on the system failure and generating compensation information corresponding to the calculated value; a control device that executes a burden calculation process of receiving a request for providing information on a system failure related to a financial institution from a second information processing device, generating information satisfying the received request from the stored information on the system failure, and generating information on a burden corresponding to a value of the generated information. A fault information management device comprising:

2. the storage device stores, as the information on the system fault, information for identifying the content of the system fault and information on the background of the occurrence of the system fault; The control device, in the compensation calculation process, calculates a first value for information identifying the content of the system failure, and calculates a second value greater than the first value for information on the background of the occurrence of the system failure. The fault information management device according to claim 1 .

3. the storage device stores information on an extent of an impact of the system failure as information specifying the content of the system failure; The control device calculates the first value according to the extent of influence indicated by the information on the extent of influence of the system failure in the compensation calculation process. The fault information management device according to claim 2 .

4. the storage device stores, as information for identifying the content of the system failure, information on the system in which the system failure occurred, information on the time when the system failure occurred, and information on the number of personnel affected by the system failure; In the compensation calculation process, the control device calculates an impact range indicated by the information on the impact range of the system failure based on the stored system information, time information, and number of personnel information, and calculates the first value according to the calculated impact range. The fault information management device according to claim 3.

5. the storage device stores, as information specifying the content of the system failure, information on an event that has occurred due to the system failure and information indicating a cause of the occurrence of the system failure; The control device calculates a first value for the stored information in the value calculation process. The fault information management device according to claim 2 .

6. the storage device stores, as background information of the occurrence of the system failure, at least any one of information identifying a process that caused the occurrence of the system failure, information on a program that caused the occurrence of the system failure, and information on a human factor that caused the occurrence of the system failure; The control device calculates the second value for the stored information in the value calculation process. The fault information management device according to claim 2 .

7. The control device, in the burden calculation process, receiving, as the request for providing, from the second information processing device, a first request including a search condition for the stored system fault information, or a second request including a request for processing the stored system fault information; When the first request is received, generating information that satisfies the received request based on the search conditions; when the second request is received, accepting an input of the content of the processing, processing the stored system fault information based on the input content of the processing, and generating information that satisfies the received request based on the processed information; The fault information management device according to claim 1 .

8. The control device, in the burden calculation process, receives an input of information related to the generated information from the second information processing device, calculates a value of the input information, and generates burden information corresponding to a value obtained by subtracting the calculated value from the value of the generated information. The fault information management device according to claim 1 .

9. The fault information management device according to claim 1 , wherein the control device sets the generated information of the compensation in the first information processing device or a device associated with the first information processing device in the compensation calculation process.

10. The fault information management device according to claim 1 , wherein the control device, in the burden calculation process, sets the generated burden information in the second information processing device or a device associated with the second information processing device.

11. An information processing device, a storage device that stores information on a system failure related to a financial institution received from another first information processing device; and A compensation calculation process for calculating a value of the information on the system failure and generating compensation information corresponding to the calculated value; a control device that executes a burden calculation process of receiving a request for providing information on a system failure related to a financial institution from another second information processing device, generating information satisfying the received request from the stored system failure information, and generating burden information corresponding to the value of the generated information. A fault information management method comprising:

12. A fault information management system including a first information processing device, a second information processing device, and a fault information management device, The fault information management device includes: a storage device that stores information on a system failure related to a financial institution received from the first information processing device; and A compensation calculation process for calculating a value of the information on the system failure and generating compensation information corresponding to the calculated value; a control device that executes a burden calculation process of receiving a request for providing information on a system fault related to a financial institution from the second information processing device, generating information satisfying the received request from the stored information on the system fault, and generating information on a burden corresponding to a value of the generated information; In the compensation calculation process, information of the generated compensation is set in the first information processing device or a device associated with the first information processing device; In the burden calculation process, information on the generated burden is set in the second information processing device or a device associated with the second information processing device. Fault information management system.

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