JP2006099417A - Information processor, method for controlling information processor, and program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an information processor for determining the level of information processing services that is appropriate for both a service user and provider in terms of the outsourcing of company businesses, etc. <P>SOLUTION: The information processor includes a table for storing data that indicate the performance about one or more items of each element configuring a system; a table for storing data that indicate a variety of measures to improve system performance for each item; a performance evaluation item input part for accepting the input of data for selecting at least some of the items; a performance improving effect calculating part for calculating, for each of the measures, both an estimate of the system performance when each measure about the selected items is taken and the amount of change in performance after each measure has been taken; an economic effect calculating part for calculating, for each measure about the selected items, an estimate of an amount due to an economic effect achieved by taking each measure; and an improving effect output part for outputting for each measure both the estimate of the system performance and the estimate of the amount due to the economic effect. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to an information processing apparatus, a control method for the information processing apparatus, and a program.

  In order to increase the efficiency of corporate activities, outsourcing or outtasking, in which a part of the business is outsourced to an outside contractor, is performed by many companies today.

  In particular, information processing system-related tasks are often outsourced to specialized vendors with advanced technology. In this case, an agreement (service level agreement; hereinafter also referred to as SLA) regarding the quality achievement target of the information processing service is taken between the service user who uses the information processing service and the service provider who provides the information processing service. May be exchanged. In this SLA, a service level is described as a quality target of the information processing service to be provided.

  The service level includes an index for evaluating the quality of the information processing service (information processing service provision time, operating rate, etc.) and a numerical value for the above index (for example, information processing service provision time “20 per day” Etc. ”or“ 98.0% or more ”for the operation rate. Hereinafter, an index for evaluating the quality of the information processing service is also referred to as a service level index. The numerical value for the service level index is also referred to as a service level value.

Various technologies have been developed for such service levels. For example, Patent Literature 1 discloses a technique for selecting a service level index. Patent Document 2 discloses a technique for calculating and presenting the required total cost and the effect on the service level when improving the performance of an information processing system in operation. Patent Document 3 discloses a technique for setting a service level value according to a service usage condition and a charge amount desired by a service user.
Japanese Patent Laid-Open No. 2003-256606 JP 2003-345976 A JP 2002-109401 A

It is important that the service level exchanged between the service user and the service provider is set to an appropriate level. Since the service level has a great influence on the business activities, it is necessary to determine the service level based on comprehensive judgment while looking at the business form and management status of the service user. However, this judgment is made based on the experience and intuition of the person in charge.
As described above, when an SLA is concluded, it is important to determine an appropriate service level that both a service user and a service provider can agree with, and a technology for that is eagerly desired.

  Patent Document 1 discloses a technique for selecting a service level index, but does not disclose a technique for setting a service level value. Patent Document 2 discloses a technique for calculating the effect on the service level when the system investment is performed. However, what kind of investment is required to achieve the service level desired by the service user. The technology for determining whether or not is necessary is not disclosed. Patent Document 3 discloses a technique for a service user to set a service level value in consideration of service usage conditions and a billing amount. However, the influence of the service level value on the service user is disclosed. Is not considered, and a technique for setting an appropriate service level value for the charge amount is not disclosed.

  The present invention has been made in view of the circumstances as described above, and an object of the present invention is to determine an appropriate service level for both a service user and a service provider in determining a service level, An information processing apparatus control method and program are provided.

  In order to solve the above-described problems, the present invention provides a performance data storage table for storing data indicating each performance related to one or more performance evaluation items for each component constituting a system for providing an information processing service. And a policy data storage table for storing data indicating various measures for improving the performance of the system for each performance evaluation item, and a user to input data for selecting at least one of the performance evaluation items The performance of the system when the measures relating to the selected performance evaluation item are implemented based on the performance evaluation item input unit received from the interface and the data indicating the performance of each component stored in the performance data storage table The performance improvement for calculating the estimated value of each of the measures and the amount of change in performance from before the implementation of each measure. An estimated value of the amount of economic effect obtained by using the information processing service provided by the effect calculation unit and the information processing service provided by the system that has implemented each of the measures relating to the selected performance evaluation item, before the implementation of each of the measures An economic effect calculation unit that calculates for each of the policies based on the amount of change in performance of the system, an estimated value of the performance of the system calculated for each of the policies, and an estimated value of the amount of the economic effect, The present invention relates to an information processing apparatus comprising: an improvement output unit that outputs to a user interface each time.

  In addition, the problems disclosed by the present application and the solutions thereof will be clarified by the column of the best mode for carrying out the invention and the drawings.

  According to the present invention, when a service level is determined, the financial effect obtained by the service user by achieving the service level is presented for each measure for achieving the service level. It is possible for the user to determine a reasonable service level that meets the investment, and for the service provider to know the appropriate policy to be implemented to achieve the service level.

  First, a usage scene of the present embodiment is shown in FIG. FIG. 1 shows a scene in which an SLA is concluded between a service user and a service provider. In the conclusion of SLA, a service level value (corresponding to performance) is determined together with a service level index (corresponding to performance evaluation item). As described above, the service level index is an index for evaluating the quality of the information processing service, and the service level value is a numerical value for the service level index.

  In the example shown in FIG. 1, it is assumed that the service provider provides the travel expense clearing service, and the service user uses the travel expense clearing service in the business process. Then, it is assumed that the operation rate (ratio of the actual service available time to the planned service use time) is selected as the service level index, and the actual value of 98.0% is obtained as the service level value. .

  For service users, it is desirable that the service level value (operation rate value) is high, but the charge amount (cost) is desirably low. Therefore, it is necessary to determine a service level value corresponding to the charge amount. For this purpose, it is necessary to determine the desired service level after quantifying the effect of the service level value on the business process.

  On the other hand, if the request from the user is higher than the actual value, the service provider needs to take some measures against the system realizing the service and achieve the service level value requested by the user. is there. Since the service level value depends on the performance of each element (program, server, network, etc.) constituting the system, the countermeasure for achieving the service level value requested by the user is determined for which component. It is necessary to decide whether to implement. At this time, it is a requirement for the service provider to select a measure (measure) that satisfies the user's request and can be implemented at a low cost.

  Hereinafter, a service level setting device (corresponding to the information processing device of the present invention) for determining a service level value satisfying the above requirements, a control method for the service level setting device, and a program will be described.

  It is assumed that the service provider determines the service level value using the service level setting device based on the request of the service user. It is assumed that the service user bears all costs necessary for measures (measures) implemented by the service provider to improve the service level value. If the cost is to be reflected in the billing amount without directly incurring the service user, a calculation formula for reflecting the cost in the billing amount is separately defined, and after calculating the cost, the billing amount is calculated by the calculation formula. do it.

First, the configuration of service level setting apparatus 200 according to the present embodiment will be described with reference to the block diagram shown in FIG.
The service level setting device 200 according to the present embodiment includes a CPU 210, a memory 220, a port 230, a recording medium reading device 240, an input device 250, an output device 260, and a storage device 280.

  The CPU 210 is responsible for overall control of the service level setting device 200 and executes a service level setting support program 800 composed of codes for performing various operations according to the present embodiment stored in the memory 220. Thus, the service level setting device 200 is controlled. Thereby, the setting of the service level described above is performed. Further, when the service level setting support program 800 is executed by the CPU 210, a performance evaluation item input unit, a performance improvement effect calculation unit, an economic effect calculation unit, an improvement effect output unit, an investment recovery rate calculation unit, an information processing service input unit A performance condition input unit, a cost condition input unit, an investment recovery rate condition input unit, and a condition designation input unit are realized. The memory 220 can be constituted by a semiconductor memory device, for example.

  The recording medium reading device 240 is a device for reading a program and data recorded on the recording medium 270. The read program and data are stored in the memory 220 and the storage device 280. Therefore, for example, the service level setting support program 800 recorded on the recording medium 270 can be read from the recording medium 270 using the recording medium reading device 240 and stored in the memory 220 or the storage device 280. As the recording medium 270, a flexible disk, a magnetic tape, a CD-ROM, a semiconductor memory, or the like can be used. Further, the recording medium reading device 240 may be built in the service level setting device 200 or may be externally attached.

  The storage device 280 can be, for example, a hard disk device or a semiconductor storage device. The storage device 280 includes a service level setting support program 800, a service configuration data management table (corresponding to a system component storage table) 900, a service level value calculation model management table 910, a countermeasure target selection logic table 920, and a service level improvement countermeasure table. (Corresponding to a policy data storage table) 930, a financial effect calculation model management table 940, and a performance data storage table 950 are stored. This is shown in FIG. The service level setting support program 800 can also be configured by a plurality of programs.

  As will be described in detail later, the service configuration data management table 900 is shown in FIG. 5, the service level value calculation model management table 910 is shown in FIG. 6, the countermeasure target selection logic table 920 is shown in FIG. 8 shows a financial effect calculation model management table 940, and FIG. 10 shows a performance data storage table 950, respectively.

  The input device 250 is a device that functions as a user interface used for data input to the service level setting device 200. For example, a keyboard or a mouse can be used as the input device 250.

  The output device 260 is a device that functions as a user interface for outputting information to the outside. For example, a display or a printer can be used as the output device 260.

  The port 230 is a device for performing communication. As a result, communication can be performed with another computer via a network such as the Internet. In this case, for example, service level setting support program 800, service configuration data management table 900, service level value calculation model management table 910, countermeasure target selection logic table 920, service level improvement countermeasure table 930, financial effect calculation model management table 940, performance The data storage table 950 may be received from another computer through the port 230 and stored in the memory 220 or the storage device 280.

  Next, FIG. 4 shows a flowchart showing an outline of the service level value calculation processing in the present embodiment.

  This process is roughly divided into a data input process, a service level value calculation process, and a data output process. Data input processing is performed by S1000 and S1010 shown in FIG. The service level value calculation process is performed by S1020 and S1030 shown in FIG. The data output process is performed by S1040 shown in FIG.

  First, the service level setting device 200 accepts input of service level information in S1000. The service level information includes an identifier of a service for setting a service level (data for selecting any one of one or more information processing services, hereinafter also referred to as a service identifier), and a service level index (each Data for selecting at least one of the performance evaluation items). The service identifier is, for example, a service name. It is assumed that the service level index is determined in advance by a method as disclosed in Patent Document 1, for example.

  Further, when there is a service level value, it is possible to accept an input of the result value. Furthermore, the target value of the service level value (data indicating the condition that the system should satisfy regarding the performance of the selected performance evaluation item), the charge amount (data indicating the condition that the cost for implementing each measure should satisfy), ROI ( Return On Investment (data indicating the condition that the investment recovery rate should satisfy when each measure is implemented) can be received.

Here, ROI (investment return when each measure related to the selected performance evaluation item is implemented) is a value obtained by quantifying the financial effect of service level improvement (estimated value of economic effect) as R The cost (billing amount) required for improving the service level value is represented by Equation (1), where C is C.

FIG. 12 shows a state when the service level setting device 200 receives input of service level information.
FIG. 12 shows the service level information, the service level actual value, the service user request (service level target value, billing amount, ROI) input from the keyboard or mouse that is the input device 250 of the service level setting device 200. Shows a state that is displayed on the display which is the output device 260. Here, when the mouse cursor is overlaid on the determination column shown in FIG. 12 and clicked, these data are converted into the performance evaluation item input unit, information processing service input unit, performance condition input unit, cost condition of the service level setting device 200. The data is input to the input unit, the investment recovery rate condition input unit, and the condition designation input unit.

The screen shown in FIG. 12 includes a service identifier input field for inputting an identifier of a service for calculating a service level value, a service level index input field for inputting a service level index, and a service level result for inputting an actual value of the service level index. A value input field and a service user request input field are provided.
In the example shown in FIG. 12, the service identifier input field is a pull-down box, and the service level setter can select and input any one service from one or more services provided by the service provider.

The service level index input field is also a pull-down box, and the service level setter can select and input one service level index from one or more service level indices that can be set as the service level by the service provider.
The service level actual value input field is a text box in which the service level setter inputs the actual value, but relates to various performances in the system for providing information processing services (for example, various performance evaluation items that can be selected as service level indicators). It is also possible to adopt a configuration in which actual values are automatically input by linking with a computer system operation management program or service level management program for measuring and recording performance.

  The service user's request input field includes an evaluation index (billing amount (cost condition), ROI (investment condition)), service level value (performance condition) for the service user to evaluate the validity of the service level value. )) For selecting an evaluation index (a column for inputting data for selecting at least one of the conditions to be satisfied by the system, the conditions to be satisfied by the cost, or the conditions to be satisfied by the return on investment) , An evaluation index condition input column for inputting conditions to be satisfied by each evaluation index (a column for inputting conditions to be satisfied by the system regarding the performance of the selected performance evaluation item, a condition to be satisfied by the cost for implementing each measure) And a column for inputting a condition to be satisfied by the return on investment when each measure is implemented).

In the example shown in FIG. 12, ROI is selected as an evaluation index, and ROI is 0% or more as a condition to be satisfied.
None of the evaluation indexes can be selected, or any one or two or more can be selected. In addition to the above, the financial effect can be selected as the evaluation index. The evaluation index may include at least a service level value. Further, it is possible to input conditions for all evaluation indexes without providing an evaluation index selection column.

  As described above, the service level setter can input the service level information and the service user's request.

Next, the service level setting apparatus 200 receives input of financial effect calculation information in S1010. The financial effect calculation information is a parameter used in a financial effect calculation model for calculating a financial effect (amount of economic effect).
In S1010, the financial effect calculation model related to the service level index input in S1000 is acquired from the financial effect calculation model management table 940, and the parameter value for calculating the financial effect by the financial effect calculation model, that is, the financial effect calculation information Accept input.

The financial effect calculation model management table 940 is shown in FIG.
As shown in FIG. 9, the financial effect calculation model management table 940 stores a financial effect calculation model for each service level index. The financial effect calculation model management table 940 holds data as one record for each service level index. The financial effect calculation model management table 940 includes at least a service level index column, a financial index column, and a financial effect calculation model column.

  Here, the financial effect calculation model is a relational expression between the service level value and the financial effect. The service provider defines a relational expression between the service level value and the financial effect in advance and stores it in the financial effect calculation model management table 940. In FIG. 9, the relational expression between the service level value and the financial effect is represented by the relational expression between the difference in the service level value (change in performance from before the implementation of the measure) and the financial effect (a triangle mark). Represents a difference). For example, in the relational expression between the occupancy rate and sales, the relational expression between the difference in occupancy rate and the difference in sales (financial effect) is shown.

  FIG. 13 shows a state when the service level setting device 200 receives input of financial effect calculation information. FIG. 13 illustrates a state in which the financial effect calculation information input from the keyboard or mouse that is the input device 250 of the service level setting device 200 is displayed on the display that is the output device 260.

  The screen shown in FIG. 13 is necessary for calculating the financial effect using the service level index display field, the financial index display field indicating the financial effect obtained by the service user, the financial effect calculation model display field, and the financial effect calculation model. Input field (an input field for financial effect calculation information) of a variable (a parameter or a model variable).

  In the example shown in FIG. 13, a “unit time opportunity loss” value input field and a “scheduled operation time” value input field are provided in the input field of financial effect calculation information. The contents of the items in the input field of the financial effect calculation information are determined according to the financial effect calculation model. In addition, in the screen shown in FIG. 13, not only can the value of the model variable be input, but also the financial effect calculation model can be corrected / updated.

  Next, in S1020, the service level setting device 200 acquires each component constituting the system for providing the information processing service specified by the service identifier selected in S1000 from the service configuration data management table 900.

  The service configuration data management table 900 is shown in FIG. The service configuration data management table 900 stores service configuration data for each service identifier. The service configuration data stores, for each service identifier, the relationship between the information processing service provided by the service provider and each component constituting the system for providing the information processing service.

  In the example shown in FIG. 5, the travel expense clearing service (service identifier) is a service component “httpd” program (communication program executed by a web server), “AP1” program (application program executed by an application server). , “AP2” program (application program executed by application server), Web server (web server communicating with customer terminal using information processing service), AP server (various applications for providing information processing service) It shows that it is comprised from the application server which executes a program, and a network (network which connects a web server and an application server so that communication is possible).

  Further, for example, the “httpd” program expresses that there is an operational relationship with the Web server (the “httpd” program operates on the Web server) by connecting the elements with lines.

  In addition, two AP servers are expressed in a parallel configuration (only one of the AP servers may be operating).

  In addition, this service configuration data includes a service component “httpd” program, an “AP1” program, an “AP2” program, a Web server, two AP servers in parallel configuration, and a network configured in series with the travel expense clearing service ( This means that the service cannot be provided unless all service components are operating. Furthermore, the AP server has a parallel configuration.

  As described above, the service configuration data management table 900 stores data indicating the relationship between the components of each service provided by the service provider. In the example of the travel expense clearing service shown in FIG. 5, the network, AP server, Web server, httpd program, AP1 program, and AP2 program are service components. However, depending on the type of service, a power source (system operation service) And people (services such as help desks) may be service components.

  Next, in step S1030, the service level setting apparatus 200 receives the service level index input in step S1000 and the service component acquired in step S1020 as inputs, and receives a service level value calculation model management table 910, countermeasure target selection logic table 920, service Using the level improvement countermeasure table 930, the financial effect calculation model management table 940, and the performance data storage table 950, service component elements to be countermeasured and countermeasures (strategies) to be implemented for the service component elements are determined, Costs for implementing the measures (billing amount), service level values when measures are taken (estimated system performance when the measures are implemented), financial benefits for service users (systems where the measures are implemented) Obtained by using the information processing service provided by That estimates of the amount of economic effect) is calculated.

  A service level value calculation model management table 910 is shown in FIG. The service level value calculation model management table 910 is a table for calculating an estimated value of system performance.

  As shown in FIG. 6, the service level value calculation model management table 910 is managed in a table format, and holds data as one record for each service level index. The service level value calculation model management table 910 includes at least a service level index column, a service level value calculation model (serial configuration) column, and a service level value calculation model (parallel configuration) column.

  Here, the serial configuration means a system configuration that operates as a system capable of providing an information processing service only when all the components of the system are operating simultaneously. The parallel configuration means a system configuration that operates as a system capable of providing an information processing service if at least one of the system components is operating.

For example, in FIG. 6, when the service level index is “operating rate”, in the serial configuration, the operating rate of the service is calculated by Equation (2), where the operating rate of the i-th component is the operating rate (i).

When all the components are in parallel configuration, the service utilization rate is calculated according to Equation (3).

  Here, the value of the operation rate (i) is stored in the performance data storage table 950.

  When the serial configuration and parallel configuration are mixed in the service system configuration, first the service level value is calculated for the parallel configuration part (also referred to as subsystem), and the service level of the entire system including that part as the serial configuration Calculate the value.

  Thus, based on the data indicating the performance of each component stored in the performance data storage table 950, it is possible to calculate the estimated value of the system performance related to the selected performance evaluation item (for example, the operation rate). .

  The service provider analyzes the relationship between the service level value of the entire system and the performance of the service component in advance for each service level index, and stores the relational expression in the service level value calculation model management table 910. Keep it.

  Next, a countermeasure target selection logic table 920 is shown in FIG. The countermeasure target selection logic table 920 is a table for selecting a service component to be subjected to a measure for improving performance. In the countermeasure target selection logic table 920, information (measure target selection logic) for identifying a service component that provides the maximum performance improvement effect when a measure for performance improvement is implemented for each service component. ) Is described.

  As shown in FIG. 7, the countermeasure target selection logic table 920 is managed in a table format, and holds data as one record for each service level index. The countermeasure target selection logic table 920 includes at least a service level indicator column, a countermeasure target selection logic (series configuration) column, and a countermeasure target selection logic (parallel configuration) column.

  By referring to the countermeasure target selection logic table 920, for example, when the service level index is “maximum downtime”, and when all the components are in a serial configuration, the maximum downtime among the components included in the system. It can be seen that the component having the maximum value needs to be the countermeasure target. This is because the maximum downtime service level value is calculated as the maximum downtime of the component having the maximum maximum downtime value as shown in the service level value calculation model of FIG. This is because the performance improvement effect is the largest when the measure for performance improvement is implemented for the component having the maximum value of.

  On the other hand, in FIG. 7, when the service level index is “operating rate”, it indicates that the countermeasure target needs to be determined by searching. This is because the service level value of the operation rate is calculated by the product of the “operation rate (i)” of the service component i as shown in the service level value calculation model of FIG. This is because it is not possible to specify which service component has the maximum performance improvement effect when the measure for improving the performance is implemented only for the service component operating rate value.

  As will be described later, “determining by searching” means calculating the system performance, cost, financial effect, etc., assuming that each component of the system has been subjected to performance improvement measures (measures). Say.

  As described above, there are a service level index that can uniquely determine a countermeasure target and a service level index that needs to be determined by searching for the countermeasure target depending on the difference in the service level value calculation model. The service provider analyzes the service level value calculation model in advance and stores the countermeasure target selection logic in the countermeasure target selection logic table 920.

  Next, a service level improvement measure table 930 is shown in FIG. The service level improvement measure table 930 calculates, for each service level index, data indicating various measures for improving the performance of the system, and the amount of change in performance from before the measure is implemented when each measure is implemented. The calculation formula and data showing the cost for implementing each measure are described.

  As shown in FIG. 8, the service level improvement countermeasure table 930 is managed in a table format, and holds data as one record for each service level index, target (component to be a countermeasure target), and countermeasure (policy).

  The service level improvement measure table 930 includes at least a service level indicator column, a target column, a measure column, a quality improvement amount calculation formula column for a target service component, and a cost (billing amount) column. In this example, as described above, it is assumed that the service user bears the cost required to implement the countermeasure.

  The service provider examines measures that can be taken with respect to each service level index of each service component in advance, and shows the quality improvement amount calculation formula and cost (billing amount) of the component when the measure is implemented in the service level improvement measure table 930. Store it in. In the example shown in FIG. 8, as measures that can be taken, duplexing of components, high performance of components, and increase in capacity (addition) of storage devices (memory) included in the components are described.

  Next, the performance data storage table 950 will be described with reference to FIG. The performance data storage table 950 is a table that stores data indicating performance related to each of one or more performance evaluation items for each component constituting the system for providing the information processing service. In the example shown in FIG. 10, the performance regarding the operation rate, maximum downtime, MTTR (Mean Time To Repair), and MTBF (Mean Time Between Failures) is described for each component. .

  The operation rate indicates a ratio of time during which the constituent elements are functioning in a predetermined time. The maximum downtime indicates the maximum value of the time from when the component ends the function until it starts. MTTR indicates the average value of the time from when a component finishes functioning to when it starts. MTBF indicates the average value of the time from when a component starts functioning to when it ends.

  Using the countermeasure target selection logic table 920, the service level value calculation model management table 910, the service level improvement countermeasure table 930, the financial effect calculation model management table 940, and the performance data storage table 950 described above, Service components, measures and costs to be implemented (billing amount), service level values when measures are implemented, and financial benefits for service users. Detailed processing procedures will be described later.

  Next, in step S1040, the service level setting device 200 outputs the calculated service level value, financial effect, cost, and ROI to the display for each countermeasure. This is shown in FIG.

  The screen shown in FIG. 14 displays the service level value (target value column in FIG. 14) calculated by the service level setting device 200 for the service level index selected on the screen of FIG. A service level value is displayed for each component that implements a strategy for implementing the service level value and the strategy. In addition, a service that uses an ROI for achieving the service level value, a cost (billing amount) necessary to achieve the service level value, and an information processing service provided by the system that has achieved the service level value The financial effect that the user obtains is also displayed. These displays may be performed so that the service level values are in ascending order or descending order. It is also possible to display the highest service level value. This kind of display makes it possible to determine at a glance what effect can be achieved by taking measures when determining the service level, which is optimal for both service users and service providers. It is possible to accurately determine the service level.

  Here, as described above, since ROI is selected in the service user's request input field shown in FIG. 12, the list of service level values displayed in FIG. 14 is in descending order of ROI (descending order). It is displayed. Further, in the service user's request input field shown in FIG. 12, since the ROI is 0% or more as a condition, the list of service level values displayed in FIG. It is displayed about things. The list of service level values displayed in FIG. 14 can be displayed in ascending order of ROI (ascending order). By making such a display, it is possible to determine at a glance what effect can be obtained by taking measures against the effect selected by the service user in the request entry field when determining the service level. This makes it possible to accurately determine the optimum service level for both the service user and the service provider.

  As described above, in the service user's request input field shown in FIG. 12, the service user's request can be selected from ROI, billing amount, and target value. Are displayed for those satisfying any of the selected requests, but the service level value is set for those satisfying the service user's requirements for any of the ROI, billing amount, and target value. It can also be displayed.

  In the example shown in FIG. 14, one or more candidates for the calculated service level value are displayed, and the service level setter can select a desired service level value using the service level setting input field to be selected. . Also, service level value candidates are displayed in the order of descending ROIs selected by the service user in the request input section in FIG. 12 (descending order) as service level value evaluation indices. One service level value may be output in accordance with the service level value evaluation index.

  Next, FIG. 11 is a flowchart showing details of the processing for calculating the countermeasure target, service level value, and financial effect in S1030 in FIG.

  First, in S2000, the service level setting device 200 selects a component to be a countermeasure target based on the target selection logic stored in the countermeasure target selection logic table 920 for the service level index selected in S1000. If the countermeasure target selection logic is logic that uniquely determines the countermeasure target (for example, component i which is Max (maximum downtime (i)), the countermeasure target is selected and the process proceeds to S2010. If the countermeasure target selection logic is “search”, the process proceeds to S2060 without selecting a countermeasure target.

  In S2010, the service level setting device 200 acquires each measure relating to the service level index and the measure target (for example, the service component i) from the service level improvement measure table 930, and measures combination that is a candidate list of measures. Generate a list. The countermeasure combination list is a list of one or more pairs (components, countermeasures) of countermeasure targets and countermeasures. For example, when there are two types of countermeasures, countermeasure 1 and countermeasure 2, for component i, (component i, countermeasure 1), (component i, countermeasure 2), (component i, countermeasure 1) A combination of countermeasures (component i, countermeasure 2) can be considered.

  In S2060, the service level setting device 200 acquires a measure relating to the service level index selected in S1000, and generates a measure combination list that is a candidate list of measures. However, here, since no countermeasure target is selected in S2000, all service components constituting the service selected in S1000 are targeted for countermeasures.

  For example, if there are three service components that make up the service and there are two types of countermeasures for each component, there are six combinations (6C1) for implementing one countermeasure and two countermeasures. 15 combinations (6C2), 3 combinations to implement 20 countermeasures (6C3), 15 combinations to implement 4 countermeasures (6C4), 6 combinations to implement 5 countermeasures (6C5) There are one (6C6) combinations of countermeasures as combinations for implementing six countermeasures, and a total of 63 combinations are added to the countermeasure combination list. Note that the upper limit of measures to be performed simultaneously may be determined in advance, and for example, combinations that implement three or more measures may not be added to the measure combination list.

  In S2020, the service level setting device 200 uses the service level improvement countermeasure table 930, the service level value calculation model management table 910, and the performance data storage table 950 for each combination in the countermeasure combination list. Calculate the amount of quality improvement (the amount of change in performance since the implementation of the measure) and the cost (billing amount). After calculating the cost, even if a combination exceeding the upper limit of the predetermined cost (billing amount) or the upper limit of the cost (billing amount) entered as a service user request is deleted from the countermeasure combination list Good.

  In S2030, the service level setting device 200 calculates a service level value for each combination in the countermeasure combination list based on the service level value calculation model. When a service level target value is specified as a user request, after the service level value is calculated, combinations that do not satisfy the target value may be deleted from the countermeasure combination list.

  In S2040, the service level setting device 200 calculates a financial effect from the quality improvement amount calculated in S2020, the financial effect calculation model, and the model variable for each combination in the countermeasure combination list. If the desired value of the financial effect is specified as the user request, the combination that does not satisfy the desired value may be deleted from the countermeasure combination list after calculating the financial effect.

  In S2050, the service level setting device 200, for each combination in the countermeasure combination list, based on the evaluation index designated in advance from the cost (charge amount) calculated in S2020, S2030, and S2040, the service level value, and the financial effect. To determine the service level value. For example, when ROI is designated as an evaluation index, ROI is calculated for each combination, a combination of a target and countermeasure that maximizes ROI is determined, and a service level value is determined. In addition, the service level value can be determined by determining combinations of targets and countermeasures in the order of increasing or decreasing ROI.

  Next, another configuration example of the service level setting apparatus 200 according to the present embodiment will be described. Hereinafter, a person who determines a service level using the service level setting apparatus 200 is referred to as a service level setter. In the following example, the service level is determined using the service level setting device 200 based on a request obtained from the service user by the service provider. However, the service user is the service level setter. You can also

FIG. 15 is a block diagram showing another configuration example of the service level setting apparatus 200.
As shown in FIG. 15, the service level setting device 200 includes an input / output device 700, a service component storage device 600, a service level value calculation model storage device 620, a countermeasure target selection logic storage device 610, and a service level improvement countermeasure storage device 630. , A financial effect calculation model storage device 640, a service component search device 710, a countermeasure target combination list generation device 720, a service level value calculation device 730, a financial effect estimation device 740, and a service level value determination device 750. .

The input / output device 700 inputs service level information such as a service level index, and outputs the determined service level value.
The service component storage device 600 stores an element for realizing the service for each service provided by the service provider.
The service level value calculation model storage device 620 stores a service level value calculation model for calculating the service level value of the service from the quality index value of the service component.
The countermeasure target selection logic storage device 610 stores logic for selecting a component that improves the quality index value in order to improve the service level value of the service.
The service level improvement measure storage device 630 stores measures for improving the quality index of the service component, a quality improvement amount calculation formula, and its cost (charge amount).
The financial effect calculation model storage device 640 stores a financial effect calculation model representing the relationship between the service level value of the service and the financial effect obtained by the service user.

The service component search device 710 searches the service component storage device 600 for a service component of the input service level information.
The countermeasure target combination list generation device 720 generates a countermeasure target combination list based on the countermeasure target selection logic stored in the countermeasure target selection logic storage device 610 from the service components.
The service level value calculation device 730 calculates a service level value of a service when the above countermeasures are implemented.
The financial effect estimation device 740 calculates the financial effect obtained by the service user from each service level value and the financial effect calculation model.
The service level value determination device 750 determines a countermeasure and a service level value to be implemented based on an evaluation index using one or more of the cost (billing amount) and the financial effect.

  Although the present embodiment has been described above, according to the present embodiment, the service level setter needs the calculated service level value, the countermeasure necessary to realize the service level value, and the countermeasure necessary. Cost (billing amount) and the effect obtained by the service user by achieving the service level can be obtained, and the optimum service level value for both the service user and the service provider can be determined.

  Although the best mode for carrying out the invention has been described above, the above embodiment is intended to facilitate understanding of the present invention and is not intended to limit the present invention. The present invention can be changed and improved without departing from the gist thereof, and the present invention includes equivalents thereof.

It is a figure which shows a mode that a service level is determined between a service provider and a service user. It is a figure which shows the structure of the service level setting apparatus which concerns on this Embodiment. It is a figure which shows the memory | storage device with which the service level setting apparatus which concerns on this Embodiment is provided. It is a flowchart which shows the procedure of the control method of the service level setting apparatus which concerns on this Embodiment. It is a figure which shows the service structure data management table which concerns on this Embodiment. It is a figure which shows the service level value calculation model management table which concerns on this Embodiment. It is a figure which shows the countermeasure object selection logic table which concerns on this Embodiment. It is a figure which shows the service level improvement countermeasure table which concerns on this Embodiment. It is a figure which shows the financial effect calculation model management table which concerns on this Embodiment. It is a figure which shows the performance data storage table which concerns on this Embodiment. It is a flowchart which shows the procedure of the control method of the service level setting apparatus which concerns on this Embodiment. It is a figure which shows the example of a screen displayed on the output device with which the service level setting apparatus which concerns on this Embodiment is provided. It is a figure which shows the example of a screen displayed on the output device with which the service level setting apparatus which concerns on this Embodiment is provided. It is a figure which shows the example of a screen displayed on the output device with which the service level setting apparatus which concerns on this Embodiment is provided. It is a figure which shows the structure of the service level setting apparatus which concerns on this Embodiment.

Explanation of symbols

200 Service Level Setting Device 800 Service Level Determination Support Program 900 Service Configuration Data Management Table 910 Service Level Value Calculation Model Management Table 920 Countermeasure Selection Logic Table 930 Service Level Improvement Countermeasure Table 940 Financial Effect Calculation Model Management Table 950 Performance Data Storage Table

Claims (14)

A performance data storage table for storing data indicating performance related to each of one or more performance evaluation items for each component constituting a system for providing an information processing service;
A policy data storage table for storing data indicating various strategies for improving the performance of the system for each performance evaluation item;
A performance evaluation item input unit that receives input of data for selecting at least one of the performance evaluation items from a user interface;
Based on the data indicating the performance of each component stored in the performance data storage table, an estimated value of the system performance when the measures relating to the selected performance evaluation item are implemented, and before the implementation of the measures A performance improvement effect calculating unit for calculating the amount of change in performance from each of the measures,
The estimated value of the amount of economic effect obtained by using the information processing service provided by the system that has implemented each of the measures relating to the selected performance evaluation item is the amount of change in performance from before the implementation of each of the measures. Based on the economic effect calculation unit for each policy,
An improvement output unit that outputs an estimated value of the performance of the system calculated for each measure and an estimated value of the amount of economic effect to the user interface for each measure;
An information processing apparatus comprising: The policy data storage table stores data indicating the cost for implementing each policy,
The improvement effect output unit outputs an estimated value of system performance calculated for each policy, an estimated value of the amount of economic effect, and the cost to the user interface for each policy. The information processing apparatus according to claim 1. The estimated value of the return on investment in the case where each of the measures related to the selected performance evaluation item is implemented is the ratio of the value obtained by subtracting the cost from the estimated value of the economic effect as the ratio to the cost. An investment recovery rate calculation unit to calculate for each measure;
With
The improvement effect output unit calculates an estimated value of the system performance calculated for each of the measures, an estimated value of the amount of economic effect, the cost, and an estimated value of the return on investment for each of the measures. The information processing apparatus according to claim 2, wherein the information processing apparatus outputs the information to a user interface. An information processing service input unit that receives input of data for selecting any one of one or more information processing services from a user interface;
A system component storage table for storing, for each information processing service, data indicating components constituting each system for providing each information processing service;
With
The performance improvement effect calculation unit
Regarding the system for providing the selected information processing service, it relates to the selected performance evaluation item based on data indicating the performance stored in the performance data storage table for each component constituting the system. The estimated value of the performance of the system when each of the measures is implemented and the amount of change in performance from before the implementation of each measure are calculated for each of the measures,
The economic effect calculation unit
The amount of economic effect obtained by using the information processing service provided by the system that has implemented each of the measures relating to the selected performance evaluation item with respect to the system for providing the selected information processing service The information processing apparatus according to claim 1, wherein the estimated value is calculated for each of the measures based on a change in performance from before the measures are implemented. A performance condition input unit that receives, from a user interface, data indicating conditions that the system should satisfy regarding the performance of the selected performance evaluation item;
With
The improvement effect output unit, for each of the measures, for the estimated value of the performance of the system calculated for each of the measures and the estimated value of the amount of the economic effect, the estimated value of the performance satisfies the condition. The information processing apparatus according to claim 1, wherein the information processing apparatus outputs to a user interface. A performance condition input unit that receives, from a user interface, data indicating conditions that the system should satisfy regarding the performance of the selected performance evaluation item;
A cost condition input unit for receiving data input from a user interface indicating a condition to be satisfied by a cost for implementing each of the measures;
An investment recovery rate condition input unit that receives from the user interface input of data indicating a condition to be satisfied by the investment recovery rate when each of the measures is implemented;
With
The improvement effect output unit is configured to calculate each of the conditions among the estimated value of the system performance calculated for each of the measures, the estimated value of the economic effect, the cost, and the estimated value of the investment recovery rate. The information processing apparatus according to claim 3, wherein the information that satisfies any of the above is output to a user interface for each of the measures. A condition designation input unit that receives input of data for selecting at least one of a condition to be satisfied by the system, a condition to be satisfied by the cost, or a condition to be satisfied by the investment recovery rate from a user interface;
With
The improvement effect output unit is selected from among an estimated value of system performance calculated for each measure, an estimated value of an economic effect amount, the cost, and an estimated value of the return on investment. The information processing apparatus according to claim 6, wherein what satisfies each of the conditions is output to a user interface for each of the measures. The system
An application server for executing various application programs for providing the information processing service;
A web server that communicates with a terminal of a customer who uses the information processing service;
An application program executed by the application server;
A communication program executed by the web server;
A network connecting the web server and the application server so that they can communicate with each other;
The information processing apparatus according to claim 1, comprising at least one of the components as the component. The one or more performance evaluation items are:
An operating rate indicating the percentage of time that the component is functioning for a given time; and
An average failure occurrence interval indicating an average value of time from the start of the component to the end of the function;
An average recovery time indicating an average time from the end of the component to the start of the function;
A maximum downtime indicating a maximum value of a time from when the component ends its function until it starts,
The information processing apparatus according to claim 1, comprising at least one of the following. The improvement effect output unit is
The estimated system performance value calculated for each policy and the estimated economic effect amount are output to the user interface for each policy so that the estimated system performance value is in ascending or descending order. The information processing apparatus according to claim 1. The improvement effect output unit is
Out of the estimated value of the system performance calculated for each of the measures and the estimated value of the economic effect, the method having the highest estimated value of the system performance is output to the user interface. The information processing apparatus according to claim 1. Data indicating various measures stored in the measure data storage table is:
Data indicating duplication of components,
Data showing the high performance of the components,
Or data indicating an increase in capacity of a storage device included in the component,
The information processing apparatus according to claim 1, comprising at least one of the following. A performance data storage table that stores data indicating the performance of each of one or more performance evaluation items for each component constituting the system for providing the information processing service, and various types for improving the performance of the system A policy data storage table for storing data indicating a policy for each performance evaluation item, and a control method for an information processing apparatus comprising:
Receiving data input for selecting at least one of the performance evaluation items from the user interface;
Based on the data indicating the performance of each component stored in the performance data storage table, an estimated value of the performance of the system when the measures relating to the selected performance evaluation item are implemented, and before the implementation of the measures The amount of change in performance from is calculated for each of the measures,
The estimated value of the amount of economic effect obtained by using the information processing service provided by the system that has implemented each of the measures relating to the selected performance evaluation item is the amount of change in performance from before the implementation of each of the measures. Calculated for each of the measures based on
A method for controlling an information processing apparatus, comprising: outputting an estimated value of system performance calculated for each policy and an estimated value of an amount of economic effect to a user interface for each policy. For each component constituting the system for providing the information processing service, a performance data storage table for storing data indicating performance for each of one or more performance evaluation items, and various types for improving the performance of the system In a data processing device comprising a policy data storage table for storing data indicating a policy for each performance evaluation item,
A performance evaluation item input unit that receives input of data for selecting at least one of the performance evaluation items from the user interface;
Based on the data indicating the performance of each component stored in the performance data storage table, an estimated value of the system performance when the measures relating to the selected performance evaluation item are implemented, and before the implementation of the measures A performance improvement effect calculating unit for calculating the amount of change in performance from each of the measures,
The estimated value of the amount of economic effect obtained by using the information processing service provided by the system that has implemented each of the measures relating to the selected performance evaluation item is the amount of change in performance from before the implementation of each of the measures. Based on the economic effect calculation unit for each of the measures,
An improvement output unit for outputting an estimated value of the performance of the system calculated for each of the measures and an estimated value of the amount of the economic effect to the user interface for each of the measures;
A program to realize

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