TROUBLE COPING APPARATUS, TROUBLESHOOTING METHOD FOR INFORMATION TECHNOLOGY SYSTEM, AND PROGRAM THEREFOR

摘要

PPROBLEM TO BE SOLVED: To allow even an unexperienced manager to solve a trouble against an IT system in an exact procedure and in a short period of time. PSOLUTION: This troubleshooting apparatus 1 for an IT system for managing an operation includes: an incident registration section 11 which registers an incident which has solved a problem in the IT system; a solution knowledge generation section 12 which generates trouble solution knowledge from the registered incident; a risk registration section 13 which registers risk items which are materials for determining appropriateness of selection of a work candidate, to the trouble solution knowledge; a risk evaluation section 15 which generates navigation information showing a trouble solution procedure from the registered trouble solution knowledge; and a solution procedure display section 14 which displays the generated navigation information. PCOPYRIGHT: (C)2010,JPO&INPIT