JP2003058645A - IT environment full support service operation system, program for realizing functions of the system, and recording medium - Google Patents

Abstract

(57) [Summary] [PROBLEMS] To provide an operation system in a full support service for providing services related to IT environment construction proposal / management to a customer at one service window. SOLUTION: Contact center 40 or IDC 30
Computer system is prepared integrated customer DB6
The operation process of the full support service for the target customer 10 is performed using the data of 0. In the integrated customer DB 60,
Customer monitoring information acquired by the information monitoring means installed in the customer IT environment is accumulated. The computer system detects an abnormality in the customer environment based on the status monitoring data and makes a callback to the customer to listen to the situation. Further, the abnormality information is transmitted by e-mail to a sales person and a development person such as a device. Also, when the usage amount of the device exceeds a set threshold value, an emergency automatic order is placed for the target consumable. In a computer system, it is possible to propose an optimal operation method of a system in a customer.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an IT environment full support service operation system, a program and a recording medium for realizing the function of the system, and more specifically, IT
The present invention relates to an IT environment full support service operation system capable of collectively providing support services related to environment proposal, construction, maintenance, etc. to customers at a single service window.

[0002]

2. Description of the Related Art Recently, IT (Informat
ion Technology) The environment is advancing rapidly. In the construction and maintenance of the IT environment, it is necessary to use various services. For example, consulting services related to IT environment, design / construction services, on-site or remote maintenance services, environmental monitoring services, data protection services, etc. are provided to companies and the like, and the companies and the like appropriately use these services.
I managed to manage the T environment.

[0003]

In a company or the like, various services related to the IT environment as described above are selected,
The normal form is to receive the corresponding service from each service provider. That is, IT
For environment-related services, customers such as companies must contact and introduce their respective service providers for each service, and for each device or software maker or sales company. Since it cannot be obtained, it is a fact that IT managers of companies and the like are forced to perform extremely complicated work. Despite the above issues, consulting, designing, construction,
No service has been provided that can collectively perform maintenance, environmental monitoring, data protection, and the like using a computer system, and the operating system of the service accompanying this has not been embodied.

The present invention has been made in view of the above-mentioned circumstances, and it is convenient for the customer to collectively provide the service regarding the proposal and management of the IT environment construction to the customer at one service window. It is an object of the present invention to provide an operating system of the IT environment full support service, a program for realizing the function of the system, and a recording medium, which are capable of improving the customer satisfaction by providing the service. It is a thing.

[0005]

According to the invention of claim 1, an IT environment for operating a full support service for proposing and constructing an IT environment by hardware and software constituting a computer system and managing the IT environment. A full support service operation system, which has a computer system configured to be able to transmit and receive data to and from a customer IT system via a network, for all services prepared for the customer's IT environment. Operated by the computer system
It is characterized by management.

According to a second aspect of the present invention, in the first aspect of the present invention, a customer DB accessible by the computer system is prepared, and a device system constituting an IT environment of the customer monitors the state of the IT environment. State monitoring data is detected and transmitted to the computer system. The computer system holds the transmitted state monitoring data in the customer DB to monitor the state for the customer. It is characterized by being able to provide maintenance management services based on data.

According to a third aspect of the present invention, in the first or second aspect of the present invention, the state monitoring data detected by the software for performing the state monitoring is load measurement of the equipment and peripheral devices constituting the customer IT environment. It is characterized by including one or more of data, load measurement data of data traffic, connection confirmation or operation confirmation data, log management data, and security check data.

According to a fourth aspect of the present invention, in the invention according to any one of the first to third aspects, the status monitoring data detected by the software for monitoring the status is the number of copies output in a copying machine, a printer or a print. It is characterized by including one or more of the number of print outputs and the number of facsimile outputs in a device having a function.

According to a fifth aspect of the invention, in the computer system according to any one of the second to fourth aspects, in the computer system, data of a predetermined item in the detected state monitoring data is a threshold value predetermined for each data. When it exceeds the threshold value, or when the amount of increase exceeds a predetermined threshold value as compared with the state monitoring data in a predetermined period in the past,
Alternatively, it has an abnormal data judging means for calculating the number of failures in a predetermined period for all the monitoring targets, and judging that the status monitoring data is abnormal when the calculated number of failures exceeds a predetermined threshold. It is characterized in that a maintenance service can be provided to a customer in accordance with the result of judgment by the data judgment means.

The invention of claim 6 is characterized in that, in the invention of claim 5, the computer system has means for automatically calling back to the corresponding customer in accordance with the abnormality determination result by the abnormality data determining means. It was done.

According to a seventh aspect of the present invention, in the computer system according to the fifth or sixth aspect, when the abnormal data judging means judges an abnormality in the status monitoring data,
It is characterized by having means for transmitting an e-mail indicating an abnormality in the status monitoring data to a predetermined seller of hardware and / or software related to the IT environment of the target customer.

According to an eighth aspect of the present invention, in the computer system according to any one of the fifth to seventh aspects, when the abnormal data judging means judges an abnormality in the status monitoring data, the computer system concerned is in a corresponding IT environment. Has a means for sending an e-mail indicating the abnormality of the status monitoring data to the development department that has developed the hardware and / or software that constitutes the It is characterized by being able to take technical measures.

According to a ninth aspect of the invention, in the seventh aspect of the invention, the computer system monitors mail transmission information by the seller who has sent the electronic mail indicating the abnormality of the status monitoring data, and the seller responds. It is characterized in that it has means for transmitting an email indicating the status monitoring abnormality again to the seller when the customer does not propose a response to the status monitoring data abnormality by mail.

According to a tenth aspect of the present invention, in the invention according to any one of the second to ninth aspects, the threshold value judged by the abnormal data judging means as the abnormal state of the state monitoring data takes into consideration past temporal fluctuation. It is characterized in that it is set so as to be variable with time as appropriate.

The invention of claim 11 relates to claims 2 to 10.
In any one of the inventions, the computer system defines a margin ratio regarding consumables of each device in a customer IT environment, and sets any of the number of copies, the number of prints, the number of facsimile outputs, etc. set as the status monitoring data. When the data exceeds a preset threshold value, it has means for performing an emergency automatic ordering process for a corresponding consumable item in a quantity in consideration of the margin ratio.

According to a twelfth aspect of the present invention, in the emergency automatic ordering process according to the eleventh aspect of the present invention, the computer system transmits predetermined ordering data to a material window of a delivery company or a sales company via a network. It is characterized by being executed.

The invention of claim 13 is the same as claim 11 or 1.
In the invention of claim 2, the computer system is a resetting means for reviewing and resetting the set value of the delivery quantity data of one lot of consumables to be delivered to the customer when the emergency transfer orders are successively generated, A means for automatically generating specifications of a higher model or specifications of system enhancement by referring to the data of the customer DB when the emergency automatic orders occur successively, and information for notifying continuous occurrence of the emergency automatic orders or the automatic And a means for sending the generated specification information to a customer and / or a predetermined seller by e-mail.

According to a fourteenth aspect of the present invention, in the thirteenth aspect of the present invention, the computer system monitors the mail transmission information by the seller who has sent the electronic mail regarding the continuous occurrence of the emergency automatic ordering, and the seller is applicable. It is characterized in that it has means for sending again the e-mail regarding the continuous occurrence of the urgent order to the seller when the customer does not propose the correspondence by e-mail.

The invention of claim 15 relates to claims 1 to 14.
In any one of the inventions, the computer system counts the number of troubles within a predetermined period for each product / manufacturer of the IT environment of each customer, and provides support necessary for the totalized troubles. It is characterized by having a means for calculating the cost.

According to a sixteenth aspect of the present invention, in the fifteenth aspect of the present invention, the computer system is provided for each maker according to a predetermined condition based on a result of counting the number of troubles for each maker / product in each customer's IT environment. / It is characterized by having means for rating each product.

The invention of claim 17 is based on claims 1 to 16.
In any one of the inventions, the computer system is characterized by having means for automatically calculating a TCO for each customer or each customer department by referring to the data in the customer DB.

The invention of claim 18 relates to claims 1 to 17.
In any one of the inventions, the computer system refers to the customer DB, and proposes information for proposing a more efficient and rational operation method for operating the IT environment to the customer. It has a means for generating, a means for sending the proposal information to a predetermined terminal of the customer by email, and a means for quickly collecting approval / disapproval information for the proposal information, and performing consulting service or sales activity based on the collected information. The feature is that it is possible.

The invention of claim 19 relates to claims 1 to 18.
It is a program for executing the function of the IT environment full support service operation system described in any one of 1.

The invention of claim 20 is a recording medium on which the program according to claim 19 is recorded.

[0025]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS FIG. 1 is a diagram for explaining an example of an implementation environment of an IT environment full support service according to the present invention, in which 10 is a customer of the IT environment full support service, 11 is a network, 12 is a server, 13 is a client PC, 14 is a facsimile machine, and 15 is an MF.
P, 16 is a printer device, 17 is a file group and application group, 20 is a sales person for a customer, 30 is an IDC (Internet Data Center), 40 is a contact center, 50 is a customer support center, 51 is a vendor, and 60 is an integrated customer. DB, 70 is the Internet. The integrated customer DB 60 is practically set in the IDC 30, but the integrated customer DB 60 is not limited to this, and may be set to be accessible from each server of the contact center 40 and the IDC 30.

In the IT environment full support service according to the present invention, it is necessary to collectively provide a support service such as consulting, design, construction, maintenance, environmental monitoring, and data protection related to the IT environment to customers such as companies. You can The IT environment support service provides not "things" to the customer, but "all of the environment to use", and the service provider has a single contact center 40 to support the customer to be serviced. By concentrating on, it is possible to provide uniform services nationwide.

In the IT environment of the customer 10, for example, as shown in FIG. 1, a server 12, a client PC 13, a facsimile device 14, an MFP 15, a printer device 16 and the like are a network 11 such as an intranet or an extranet.
Is connected and built through. The file group and application group 17 set by the customer 10 include
For example, a software layer such as OS / DRIVER, a data layer, a general-purpose application layer, and an industry business application layer as illustrated are set.

Of the data generated in the customer system, data of predetermined items are transferred to the IDC 30 or the contact center 40 via the Internet 70. The IDC 30 and the contact center 40 store the received data in the integrated customer DB 60, and the computer system of the IDC 30 and the contact center 40 performs data processing for executing the IT environment full support service. Specific examples of the support provided by the IT environment full support service according to the present invention include business consultation service, PC installation support service, software installation support service, network / IO device installation support service, data backup protection service, and IT environment monitoring. Service, remote maintenance service,
A single window / help disk service, etc. can be provided to the customer.

The customer integrated DB 60 holds the asset information related to the customer's IT environment, records the support and maintenance record of the customer's system, records the sales activity by the sales person to the customer, and accompanies the sales activity. Information relating to sales activities such as the obtained information and the customer monitoring information acquired by the contact center 40 or the IDC 30 in the customer environment status monitoring function to be described later are recorded, so that the customer's system information and maintenance management information can be recorded. , And a DB that can manage sales information and the like.

FIG. 2 is a diagram for explaining the function of the operation system in the IT environment full support service according to the present invention. The customer IT environment has a state monitoring information detection function as a function related to the operation of the full support service. In addition, the contact center or data center on the service provider's side, as an abnormal data judgment function based on status monitoring information, has a callback function for customers, an e-mail sending / re-sending function for sales staff and development staff, and an emergency for consumables. It has an automatic ordering function, an automatic generation function for system augmentation data, a support cost calculation function for failures, a product / maker rating function, and a TCO calculation / accounting material creation function, and a function for proposing an optimal operation method. have. Each function of these operation systems will be described below.

As described above, in the full support service of the IT environment according to the present invention, the state monitoring of the customer's IT environment is performed by the contact center 40 (or IDC).
30) in the computer system. In the status monitoring support, software for monitoring the status of network-connected devices is arranged on a predetermined server or client PC in the customer's IT environment, and the monitored devices in the network are periodically polled, for example. As a result, the ever-changing state of the network device can be monitored and the data can be provided to the computer system of the contact center 40 (or IDC 30). Further, the state monitoring data of the customer IT environment may be transmitted by connecting the application site prepared in the contact center 40 with the browser of the customer system.

In the status monitoring function as described above,
It is possible to perform load measurement of each device and peripheral devices and traffic, operation confirmation of connection and operation, log management, security check, etc. For example, as described above, the load measuring function includes CPU load information (including operating time information) of devices, hard disk and memory usage information (or file capacity information), network traffic information (LAN traffic, Internet Traffic, etc.), mail usage information, POP (Post Office Protocol) session number information, etc. are measured and used as monitoring information. Further, in the above status monitoring function, information such as the number of copies in a copying machine, the number of prints in a printer or a device having a print function, the number of facsimile outputs, etc. can be transmitted as monitoring information.

In monitoring the status of the customer IT environment, in the computer system in the contact center 40 (or IDC 30), when any of the hard disk and memory usage information, network traffic information, and CPU load information exceeds a predetermined threshold value. Alternatively, if the year-on-year comparison in the aggregated data of the above monitoring information is calculated and the amount of data increases rapidly enough to exceed the threshold value, the contact center staff can call back automatically or manually to listen to the customer's situation. And at the same time, the sales representative of the sales company (or the person in charge of the sales section) who delivered the device or software to the customer.
An e-mail is sent to 20 in real time to provide information that the monitoring information is abnormal.

For example, when it is necessary to enhance the hardware / software of a portion where the data traffic in the customer's environment increases rapidly, it can be used as the information for the sales person 20 to perform the sales activity. Further, the customer receives the hardware / software information that needs to be increased according to the monitoring information from the IDC 30 or the contact center 40, and purchases the corresponding equipment or sells the equipment at a mass retailer of the equipment. Applicable devices can be purchased from the website. In addition, in the notification indicating the abnormality of the monitoring information, the development section of the corresponding device may be notified at the same time to notify that there are many failures in the target product, so that the technical response of the developed product may be prompted. .

The contact center 40 or the IDC 30 monitors the sales person's response to the above-mentioned abnormality in the monitoring information, and when the sales person does not propose a countermeasure to the customer by e-mail, sales are performed. Email the person in charge (or the person responsible for the sales section) again.

Further, as other monitoring information, when monitoring information such as the number of copies in a copying machine, the number of prints in a printer or a device having a print function, or the number of facsimile outputs exceeds a predetermined threshold value, As in the example, the customer may be called back and the sales person or the person in charge may be notified by e-mail. At this time, the thresholds of these pieces of monitoring information can be set in advance by taking into account seasonal fluctuations and intra-month fluctuations in accordance with past results, so that the extraction accuracy of irregular fluctuations can be increased.

In the contact center 40 or the IDC 30, the consumables of each device in the devices constituting the customer's IT environment (for example, toner of a copying machine, print paper, etc.)
If the necessary margin ratio is set, and the monitoring information such as the number of copies, the number of prints, and the number of facsimile outputs exceeds the preset threshold, the quantity of the corresponding consumable item in consideration of the above margin ratio. In order to process an emergency automatic order.
This urgent automatic ordering process is executed by transmitting predetermined ordering data to the material window of the delivery company or the sales company via the network.

If the above-mentioned emergency transfer orders occur successively, the set value of the delivery quantity data of one lot of consumables delivered to the customer is reviewed. In addition, even if the set value is changed, if the emergency automatic ordering as described above occurs further continuously, the contact center 40 or the IDC 30 refers to the data of the integrated customer DB and specifies the higher model. Or, the specifications for system enhancement are automatically generated so that it can be proposed to customers by email or by callback, and sales representatives (or their managers) are notified by email, etc. Make it available.

Also in the above example, the contact center 4
0 or IDC30 monitors the salesperson's response to the above-mentioned emergency order information, and when the salesperson does not propose a countermeasure to the customer by e-mail, the salesperson (or the sales section). Person in charge of) will be notified of the information by e-mail again.

In the contact center 40 or the IDC 30, the rate of troubles such as breakdowns (eg, mean failure interval value (MTBF)) within a predetermined period is aggregated for each product / manufacturer of the customer's equipment, and the breakdowns of the breakdowns etc. Calculate the cost of support by an external organization that was necessary due to the trouble. According to the calculated trouble rate or support cost, the service provider can negotiate with the external institution to reduce the fee for the subsequent support for the product with many failures. In the contact center 40 or the IDC 30, the service provider gives the rating information to the customer by rating the product or maker according to a predetermined condition based on the trouble information of the customer's equipment and presenting the information. Can perform the services provided to.

The contact center 40 or IDC
30 has a function of automatically calculating a customer's TCO (Total Cost of Ownership) for each department by using the customer's failure status information, and calculates a support cost for each department to provide accounting data. You can The TCO refers to the total cost of the system including not only the cost of introducing a computer or the like but also the cost related to operation, maintenance, education, etc. after the system is introduced.

Further, when a trouble occurs in equipment such as PC, software, printer, copy, and FAX in the customer's IT environment, when the customer side operator clicks the help icon on the PC, a certain time after the click ( Eg 6
After 0 seconds, the contact center 40 automatically calls back the customer. After the line is connected by the call back, the person in charge of the contact center 40 listens to the situation of the failure and takes appropriate action.

In the contact center 40 or the IDC 30, it is possible to operate the IT environment more efficiently and rationally based on the monitoring data of the customer IT environment and the information such as the customer asset status as described above. Information can be generated to suggest a method of doing so. For example,
A document created by a PC is transmitted by the FAX function of the PC, and the current FAX is standardized so that it is exclusively used for reception, thereby improving the operation efficiency of the system.
Proposal information can be sent to all the employees of the customer by e-mail, and by quickly collecting the pros and cons of the proposition information, the consulting service can be executed based on this information, and this information can be sold as equipment systems. It can be used as support information.

A program for realizing the function of the IT environment full support service operation system according to the present invention is
It is held in a prescribed system in the computer system of the service provider and the IT environment of the service customer. As the recording medium storing the data, specifically, a CD-RO
M, magneto-optical disk, DVD-ROM, FD, flash memory, and other various ROMs and RAMs can be assumed, and a program for realizing the functions of the above-described IT environment full support service operation system of the present invention on these recording media. By recording and distributing the information, it becomes easy to realize the function. Then, by loading the recording medium as described above to an information processing device such as a computer and reading the program, or by storing the program in a storage medium included in the information processing device and reading the program as necessary, It is possible to execute the functions of the IT environment full support service operation system related to the present invention.

[0045]

As is apparent from the above description, according to the operation method of the IT environment full support service of the present invention, the services related to the construction proposal / management of the IT environment are collectively provided to the customer at one service window. IT provided by
It is possible to provide a method of operating the system in a full environment support system, a program for executing the method, and a recording medium. According to the invention, the customer
It will be possible to operate the system with a high degree of satisfaction and rational and convenient T environment.

[Brief description of drawings]

FIG. 1 is a diagram for explaining an example of an implementation environment of an IT environment full support service according to the present invention.

FIG. 2 is a diagram for explaining a function of an operation system in the IT environment full support service according to the present invention.

[Explanation of symbols]

10 ... Customer, 11 ... Network, 12 ... Server, 13
... Client PC, 14 ... Facsimile device, 15 ...
MFP, 16 ... Printer device, 17 ... File group and application group, 20 ... Sales person, 30 ... IDC
(Internet Data Center), 40 ... Contact Center,
50 ... Customer Support Center, 51 ... Vendor, 6
0 ... Integrated customer DB, 70 ... Internet.

Claims (20)

[Claims] 1. An IT environment full support service operation system for operating a full support service for proposing and constructing an IT environment by hardware and software constituting a computer system and managing the IT environment. The system has a computer system that is set to be capable of transmitting and receiving data to and from a customer IT system via a network, and operates and manages all services prepared for the customer's IT environment by the computer system. IT environment full support service operation system. 2. The IT environment full support service operation system according to claim 1, wherein a customer DB accessible by the computer system is prepared, and the customer's I
The equipment system constituting the T environment has a state monitoring data transmitting means for detecting the state monitoring data for performing the state monitoring of the IT environment and transmitting the state monitoring data to the computer system. An IT environment full support service operation system, characterized in that status monitoring data is held in the customer DB so that a maintenance management service based on the status monitoring data can be provided to the customer. 3. The IT environment full support service operation system according to claim 1, wherein the status monitoring data detected by the software for performing the status monitoring is equipment and peripheral devices constituting the customer IT environment. Load measurement data, data traffic load measurement data, connection confirmation or operation confirmation data, log management data,
And an IT environment full support service operation system including one or more of security check data. 4. The IT environment full support service operation system according to any one of claims 1 to 3,
The state monitoring data detected by the software for performing the state monitoring includes any one or more of the number of copies output in a copying machine, the number of print outputs in a printer or a device having a print function, and the number of facsimile outputs. IT environment full support service operation system. 5. The IT environment full support service operation system according to any one of claims 2 to 4,
The computer system, when the data of a predetermined item in the detected state monitoring data exceeds a predetermined threshold value for each data, or an increase amount compared with the state monitoring data in a predetermined period in the past. Abnormality that is judged as an abnormality in the status monitoring data when the number of failures exceeds a predetermined threshold or when the number of failures within a predetermined period is calculated for all monitoring targets and the calculated number of failures exceeds a predetermined threshold An IT environment full support service operation system having a data judging means and capable of providing a maintenance service to a customer according to the judgment result of the abnormal data judging means. 6. The IT environment full support service operation system according to claim 5, wherein the computer system has means for automatically calling back to the corresponding customer according to the abnormality determination result by the abnormality data determination means. IT environment full support service operation system characterized by. 7. The IT environment full support service operation system according to claim 5 or 6, wherein the computer system relates to the IT environment of the target customer when the abnormal data determination means determines an abnormality in the status monitoring data. An IT environment full support service operation system having means for transmitting an e-mail indicating an abnormality of status monitoring data to a predetermined vendor of hardware and / or software. 8. The IT environment full support service operation system according to any one of claims 5 to 7,
When the abnormal data judging means judges an abnormal condition in the status monitoring data, the computer system makes the IT
It has a means for sending an e-mail indicating the abnormality of the status monitoring data to the development department that has developed the hardware and / or software that constitutes the environment, and the development staff who received the e-mail developed the product. IT environment full support service operation system characterized by being able to perform the technical correspondence of. 9. The IT environment full support service operation system according to claim 7, wherein the computer system monitors mail transmission information by a seller who has transmitted an electronic mail indicating an abnormality of the status monitoring data, and sells the sales information. If the person does not propose to the responding customer by email the response to the abnormality in the status monitoring data, the IT has a means for sending an email indicating the abnormality in the status monitoring again to the seller. Full environment support service operation system. 10. The IT environment full support service operation system according to any one of claims 2 to 9, wherein the threshold value judged by the abnormal data judging means as an abnormality of the state monitoring data indicates a past temporal fluctuation. IT characterized in that it is set so that it can be changed over time in consideration of it
Full environment support service operation system. 11. The IT environment full support service operation system according to any one of claims 2 to 10, wherein the computer system defines a margin rate regarding consumables of each device in a customer IT environment and sets the state. When any data such as the number of copies, the number of prints, and the number of facsimile outputs set as monitoring data exceeds a preset threshold, an emergency automatic ordering process for the corresponding consumable item in a quantity considering the margin rate. An IT environment full support service operation system characterized by having means for performing. 12. The IT environment full support service operation system according to claim 11, wherein in the emergency automatic ordering process, the computer system transmits predetermined ordering data to a material window of a delivery company or a sales company via a network. An IT environment full support service operation system characterized by being executed by performing. 13. The IT environment full support service operation system according to claim 11 or 12, wherein the computer system delivers one lot of consumables to be delivered to a customer when the emergency transfer orders occur consecutively. A resetting means to review and reset the set value of the quantity data,
If the emergency automatic order is continuously generated, the customer D
A means for automatically generating specifications of a higher model or specifications for system enhancement by referring to the data of B, and information for notifying continuous occurrence of the emergency automatic order or the automatically generated specification information for customers and / or predetermined sales. An IT environment full support service operation system having means for sending an e-mail to a person. 14. The IT environment full support service operation system according to claim 13, wherein the computer system monitors mail transmission information by a seller who has transmitted an email regarding continuous occurrence of the emergency automatic ordering, and sells the information. IT environment full support service characterized by having means for sending again the e-mail regarding the continuous occurrence of the urgent order to the seller when the person does not propose correspondence to the customer by e-mail Operation system. 15. The IT environment full support service operation system according to any one of claims 1 to 14, wherein the computer system has troubles with respect to the IT environment of each customer within a predetermined period for each product / product maker. An IT environment full support service operation system characterized by having means for counting the number and calculating a support cost required due to the counted trouble. 16. The IT environment full support service operation system according to claim 15, wherein the computer system has a predetermined condition based on a result of counting the number of troubles for each manufacturer / product in each customer's IT environment. An IT environment full support service operation system characterized by having means for rating each manufacturer / product according to the above. 17. The IT environment full support service operation system according to any one of claims 1 to 16, wherein the computer system refers to the data in the customer DB to obtain a TCO for each customer or each customer department. An IT environment full support service operation system characterized by having means for automatically calculating. 18. The IT environment full support service operating system according to claim 1, wherein the computer system refers to the customer DB to operate an IT environment for a customer. Means for generating proposal information for proposing a more efficient and rational operation method in the above, and means for sending the proposal information to a predetermined terminal of a customer by email and quickly collecting approval / disapproval information for the proposal information. And an IT environment full support service operation system characterized by being able to execute consulting services or sales activities based on the collected information. 19. A program for executing the function of the IT environment full support service operation system according to claim 1. Description: 20. A recording medium on which the program according to claim 19 is recorded.