JP2019148904A - Information management system and information management method and program - Google Patents

Abstract

To realize both protection and utilization of information.SOLUTION: An information management system has a fault information acquisition part acquiring fault information of equipment, an analyzer that analyzes one or more pieces of component information regarding components constituting the equipment and fault information and generates a countermeasure list including one or more pieces of countermeasure information, a first server managing information regarding the equipment, and a transmission part transmitting equipment information indicating the equipment to the first server, the first server estimates one or more components related to the fault of the equipment, acquires one or more pieces of component information regarding each of the one or more components from a second server, the analyzer uses one or more pieces of the component information acquired by the first server for creation of the countermeasure list.SELECTED DRAWING: Figure 1

Description

  The present invention relates to an information management system, an information management method, and a program.

  In recent years, leakage of confidential information has become a problem. For example, in a manufacturer that manufactures parts of equipment, the information on the part (design information, manufacturing information, product information, etc.) corresponds to confidential information, and if the information on the part leaks, the competitiveness of the manufacturer decreases. Resulting in.

  In Patent Document 1, a data business gateway infrastructure provider collects data processed through a data format standardization and processing technology from a plurality of systems in advance, and the data requested by the data receiver is collected. A system that provides a data recipient when a predetermined condition is satisfied is disclosed.

JP 2014-146068 A

  However, in the system described in Patent Document 1, although the degree of freedom of data utilization is improved, the information of each manufacturer is gathered from the data business gateway platform supplier because the information of each company is collected in the data business gateway platform supplier. There is a risk that.

  Therefore, the present invention has been made in view of the above problems, and the object of the present invention is a new and improved information management system capable of realizing both protection and utilization of information, It is to provide an information management method and program.

In order to solve the above-described problem, according to an aspect of the present invention, a failure information acquisition unit that acquires failure information of a device, one or more pieces of component information related to components constituting the device, and the failure information An analysis unit that analyzes and generates a countermeasure list including one or more countermeasure information, a first server that manages information on the device,
A transmission unit that transmits device information indicating the device to the first server, wherein the first server estimates one or more parts related to a failure in the device, and Alternatively, one or more parts information on each of two or more parts is acquired from a second server that manages information on each part, and the analysis unit creates the first list in order to create the countermeasure list. An information management system using the one or more parts information acquired by the server is provided.

  The first server transmits transaction information of each of the one or more parts to the second server corresponding to each part, and the second server is configured to transmit the first information based on the transaction information. If the validity of the server is confirmed, the component information requested from the first server may be transmitted to the first server.

  The information management system further includes a log information acquisition unit that acquires log information of the device, and a keyword specifying unit that specifies a keyword corresponding to a failure state based on the log information of the device, and the transmission The unit transmits the keyword to the first server in addition to the failure information and the device information, and the first server uses the keyword to include one or more components related to the failure. May be estimated.

  The information management system further includes an authority processing unit that dynamically sets a reference authority to each piece of component information of the one or more responders, and the transmission unit includes each of the one or more pieces of component information. May be transmitted to a coping person for whom reference authority to each piece of component information is set.

  The authority processing unit may set a reference authority for the cooperator regarding information that the cooperator does not have a reference authority when a failure does not occur.

  The analysis unit may further analyze environmental information in the installation period and installation location of the device in order to create the countermeasure list.

  The information management system may further include a feedback information acquisition unit that acquires feedback information indicating a result of execution of the countermeasure indicated by the one or more countermeasure information included in the countermeasure list.

  The analysis unit may select a coping person for each of the one or more countermeasure information based on skill information and schedule information of each of a plurality of coping candidates.

  The first server manages information related to a first manufacturer that assembles or manufactures the device, and the second server stores information related to a second manufacturer that is a procurement source of each component. It may be managed.

  In order to solve the above problem, according to another aspect of the present invention, device failure information is acquired, and device information indicating the device is transmitted to a first server that manages information related to the device. And the first server estimates one or more parts related to a failure in the device and manages information about each of the one or more parts from the second server, Obtaining one or more parts information on one or more parts, analyzing the one or more parts information and the failure information, and generating a countermeasure list including one or more countermeasure information To provide an information management method.

  In order to solve the above-mentioned problem, according to another aspect of the present invention, the computer acquires information on the failure of the device and manages information on the first manufacturer that assembles or manufactures the device. Transmitting the device information indicating the device to the first server, and the first server estimates one or more components related to the failure in the device, and the one or more components Obtaining one or more parts information about the one or more parts from a second server that manages information about the second manufacturer that is the respective procurement source; and the one or more parts information , And generating the countermeasure list including one or more countermeasure information by analyzing the failure information, and a program are provided.

  According to the present invention described above, it is possible to realize both protection and utilization of information.

It is explanatory drawing which shows the structure of the information management system by embodiment of this invention. It is explanatory drawing which shows the structure of an analysis server. It is explanatory drawing which shows the normal setting information which is the setting of the authority at the time of the non-occurrence | production of a failure. It is explanatory drawing which shows the upper limit setting information which is the maximum authority which can be set to each main body. It is explanatory drawing which shows the structure of a manufacturer maker server and a component maker server. It is a sequence diagram which shows the operation | movement outline | summary of the information processing system by embodiment of this invention. It is explanatory drawing which shows the specific example of a countermeasure list | wrist. It is explanatory drawing which shows the specific example of related information. It is a flowchart which shows operation | movement of an analysis server. It is a sequence diagram which shows the modification 1 of the operation | movement outline | summary of an information management system. It is a sequence diagram which shows the modification 2 of the operation | movement outline | summary of an information management system. It is a sequence diagram which shows the operation | movement for producing | generating a countermeasure list | wrist. It is explanatory drawing which shows the specific example of the information acquired from a manufacturer server. It is explanatory drawing which shows the production | generation of a countermeasure list | wrist. It is a sequence diagram which shows the operation | movement in which a manufacturer server acquires component information etc. It is a sequence diagram which shows the operation | movement which an analysis server collects open data etc. It is the block diagram which showed the hardware constitutions of the analysis server.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings. In addition, in this specification and drawing, about the component which has the substantially same function structure, duplication description is abbreviate | omitted by attaching | subjecting the same code | symbol.

  In the present specification and drawings, a plurality of components having substantially the same functional configuration may be distinguished by adding different alphabets after the same reference numeral. For example, a plurality of configurations having substantially the same functional configuration or logical significance are distinguished as the device 12A and the device 12B as necessary. However, when it is not necessary to particularly distinguish each of a plurality of constituent elements having substantially the same functional configuration, only the same reference numeral is given to each of the plurality of constituent elements. For example, when it is not necessary to distinguish between the device 12A and the device 12B, each device is simply referred to as a device 12.

<1. Overview of Information Management System>
An information management system according to an embodiment of the present invention creates a countermeasure list including countermeasure information for dealing with a failure when a failure occurs in a device, and copes with the failure with countermeasure information and related information useful for the countermeasure. Provide to responders. Hereinafter, the configuration of such an information management system will be described with reference to FIG.

  FIG. 1 is an explanatory diagram showing a configuration of an information management system according to an embodiment of the present invention. As shown in FIG. 1, the information management system according to the embodiment of the present invention includes a device 12, a call center 14, an information terminal 16, an analysis server 20, an open data server 30, a manufacturer server 40, and a parts manufacturer server 50. A device 12, a call center 14, and an information terminal 16 are connected to the analysis server 20 via the network 8. An open data server 30, a manufacturer server 40, and a component manufacturer server 50 are connected to the analysis server 20 via the network 9.

  The network 8 and the network 9 are wired or wireless transmission paths for information transmitted from the network 8 or a device connected to the network 9. For example, the network 8 and the network 9 include a public line network such as the Internet, a telephone line network, and a satellite communication network, various LANs including the Ethernet (registered trademark), a wide area network (WAN), and the like. But you can. Further, the network 8 and the network 9 may include a dedicated line network such as an IP-VPN (Internet Protocol-Virtual Private Network). In FIG. 1, the network 8 and the network 9 are illustrated as different networks, but the same network may be applied to the network 8 and the network 9.

(machine)
The device 12 is a device manufactured or assembled by a manufacturer that manages the manufacturer server 40. The device 12 may be configured by hardware, or may be configured by both hardware and software. In FIG. 1, an automatic transaction apparatus installed in a financial institution store is shown as the device 12. However, the device 12 is not limited to an automatic transaction apparatus installed in a financial institution store, and the device 12 may be, for example, a server that processes information, a copier, a multifunction device, a game machine, or a medical device.

  When a failure occurs in the device 12, a person at the installation location of the device 12 reports the occurrence of the failure to the call center 14. For example, when a failure occurs in the device 12, a staff member of a financial institution store where the device 12 is installed reports the occurrence of the failure to the call center 14. In addition, as a failure | damage of the apparatus 12, banknote jam, a coin jam, a card insertion slot abnormality, software abnormality, etc. are mentioned.

  Here, the device 12 is a device manufactured by combining parts manufactured by a plurality of manufacturers. In the case where there are a plurality of parts related to the failure of the device 12, if the parts information possessed by each manufacturer is available, the fault isolation work is accelerated. In addition, the system can accumulate and provide the results of the failure analysis based on the information provided by each manufacturer, so that the failure isolation operation can be automated. It is possible to provide a failure analysis service by sharing the results of failure analysis among manufacturers. New services can be provided by combining open data with analysis.

  However, if various information of each manufacturer is collected on the network in advance, various information of each manufacturer leaks, and the competitiveness of each manufacturer may be reduced. Further, if the access right to the information collected on the network is fixed, a person having the access right can access the information at any time. An information management system according to an embodiment of the present invention is a system created in view of the above circumstances, and can achieve both protection and utilization of information.

(Call center)
The call center 14 is an organization that receives calls for inquiries and reports. For example, when a person at the installation location of the device 12 calls the call center 14 to report the occurrence of a failure of the device 12, the operator of the call center 14 performs a hearing regarding the failure and inputs parameters according to the result of the hearing into the system. To do. When the operator inputs the parameters, the call center system requests a countermeasure list from the analysis server 20. Note that the call center 14 may be a contact center capable of handling a plurality of channels such as FAX, Web page, e-mail, and chat in addition to handling a telephone, and reporting the occurrence of a failure of the device 12 by means other than the telephone. You may receive.

(Information terminal)
The information terminal 16 is an information processing apparatus having a communication function and a display function. The information terminal 16 is used by a person at the installation location of the device 12 or a CE (Customer Engineer). The information terminal 16 receives, from the analysis server 20, countermeasure information indicating a countermeasure against a failure of the device 12 and related information useful for the countermeasure, and displays the received information.

(Analysis server)
The analysis server 20 analyzes the failure and generates a countermeasure list including one or more countermeasure information. For example, when the analysis server 20 acquires the failure information from the call center 14, the part related to the failure in the manual, the log information that seems to be related to the failure in the device 12, the part information about the part that seems to be related to the failure, the installation location of the device 12 Analyze open data related to weather and temperature during the installation period, etc., and generate a countermeasure list. The analysis server 20 can acquire component information regarding components that are likely to be related to a failure from the component manufacturer server 50 via the manufacturer server 40. The analysis server 20 transmits the countermeasure information and the related information to the information terminal 16 possessed by the person handling the failure.

(Open data server)
The open data server 30 is a server that publishes various data. The data (open data) disclosed by the open data server 30 includes, for example, environmental information indicating weather, atmospheric pressure, rainfall, temperature, humidity, earthquake, or disaster occurrence for each time and place. In the embodiment of the present invention, the open data is used in the analysis server 20 for analysis for generating a countermeasure list.

(Manufacturer server)
The manufacturer server 40 is an example of a first server that manages information related to a manufacturer that assembles or manufactures the device 12. The manufacturer procures parts from a plurality of parts manufacturers (parts are supplied), and manufactures the device 12 by combining the procured parts (supplied parts). The manufacturer server 40 stores a list of parts (components) constituting the device 12 and transaction information such as purchase information of each part. The transaction information is not limited to purchase information, and may be transaction information in the case where the transaction information is transferred free of charge. The manufacturer server 40 acquires component information from each component manufacturer server 50 in response to a request from the analysis server 20, and transmits the acquired component information to the analysis server 20.

(Parts manufacturer server)
The component manufacturer server 50 is an example of a second server that manages information related to the component manufacturer that manufactures the components of the device 12. A component manufactured by a component manufacturer may be a hardware component or a software component. In the embodiment of the present invention, a manufacturer that manufactures a material for manufacturing a hardware component, a manufacturer that manufactures a software element for manufacturing a software component, and the like are also handled as a component manufacturer. Although one component manufacturer server 50 is shown in FIG. 1, there may actually be two or more component manufacturers and component manufacturer servers 50. The component manufacturer server 50 only needs to manage information regarding a component supplier, and may manage information regarding a trading company or the like that supplies components without being limited to the component manufacturer.

<2. Configuration of analysis server>
The outline of the information management system according to the embodiment of the present invention has been described above. Next, the configuration of the analysis server 20 will be described in more detail with reference to FIG.

  FIG. 2 is an explanatory diagram showing the configuration of the analysis server 20. As illustrated in FIG. 2, the analysis server 20 includes a communication unit 220, a storage unit 230, a data management unit 240, an authentication unit 250, an authority processing unit 260, a keyword generation unit 270, and an analysis unit 280.

(Communication Department)
The communication unit 220 is an interface with other servers and other devices. For example, the communication unit 220 includes a failure information acquisition unit that acquires failure information from the call center 14, a log information acquisition unit that acquires log information such as the sensor log and software log of the device 12, and countermeasure information and related information for a person who handles the failure. And the like, and a feedback information acquisition unit that acquires feedback information indicating a result of execution of the countermeasure indicated by the countermeasure information.

(Memory part)
The storage unit 230 stores various information used by the analysis unit 280 to generate a countermeasure list. For example, the storage unit 230 stores the log information of the device 12 acquired by the communication unit 220, the manual of the device 12, the past measure against failure, feedback information, and the like.

(Data Management Department)
The data management unit 240 manages the storage of information in the storage unit 230. For example, the data management unit 240 stores the open data acquired from the open data server 30 and the log information of the device 12 acquired from the device 12 in the storage unit 230.

(Authentication Department)
The authentication unit 250 authenticates the operator of the call center 14 when a countermeasure list is requested from the operator of the call center 14 when a failure occurs. The authentication unit 250 may authenticate the operator using, for example, an operator ID and a password. If the authentication fails, the countermeasure list request is rejected.

(Authority processing department)
The authority processing unit 260 manages the authority to refer to each information, and determines whether the target person has the authority to refer to the information. For example, the authority processing unit 260 determines whether the operator who has succeeded in the authentication by the authentication unit 250 has the authority to refer to the countermeasure list. If the operator does not have the authority to refer to the countermeasure list, the countermeasure list request is rejected.

  In addition, the authority processing unit 260 according to the embodiment of the present invention dynamically sets a reference authority to each piece of information of a coping person who executes each countermeasure included in the generated countermeasure list. Specifically, the authority processing unit 260 sets the reference authority for the cooperator regarding information that the cooperator does not have the reference authority when no failure occurs. Hereinafter, this point will be described more specifically with reference to FIG. 3 and FIG.

  FIG. 3 is an explanatory diagram illustrating normal setting information that is a setting of authority when a failure does not occur. FIG. 4 is an explanatory diagram showing upper limit setting information which is the maximum authority that can be set for each subject. For example, as shown in FIG. 3, the CE does not have the authority to refer to the component information in the normal setting, but the CE has the authority to refer to the component information in the upper limit setting as illustrated in FIG. The authority processing unit 260 sets an authority that is greater than or equal to the above-described normal setting and less than or equal to the upper limit setting to the person handling the failure. For example, the authority processing unit 260 may set the authority to refer to the device component information, the part information, the part material information, and the trouble information for the person who handles the trouble. With this configuration, it is possible for the CE to refer to the device component information and the component information when it is necessary to deal with the failure while preventing the CE from referring to the device component information and the component information when no failure occurs. It becomes possible.

(Keyword generator)
The keyword generation unit 270 generates a keyword indicating the content of the failure based on the failure information acquired from the call center 14, the manual information and log information of the device 12 acquired from the storage unit 230, and the like. The keyword is transmitted from the communication unit 220 to the manufacturer server 40 as a request for component information.

(Analysis Department)
The analysis unit 280 includes a part related to a failure in the manual, log information that is likely to be related to a failure in the device 12, part information related to a part that is likely to be related to the failure, and open data regarding weather and temperature at the installation location and installation period of the device 12. , Etc., and a countermeasure list is generated.

<3. Manufacturer Server Configuration>
The configuration of the analysis server 20 has been described above. Next, the configuration of the manufacturer server 40 and the component manufacturer server 50 according to the embodiment of the present invention will be described with reference to FIG. FIG. 5 is an explanatory diagram showing configurations of the manufacturer server 40 and the parts manufacturer server 50.

(Manufacturer server)
As shown in FIG. 5, the manufacturer server 40 includes a communication unit 42, a storage unit 44, and a component estimation unit 46.

  The communication unit 42 is an interface with the analysis server 20 and the component manufacturer server 50. For example, the communication unit 42 receives a component information request regarding a component that is likely to be related to a failure from the analysis server 20. The request includes the model number of the device 12, a failure code (failure information), the serial number of the device 12, a keyword, the installation location of the device 12, and the like. Further, the communication unit 42 transmits a part information request to the part manufacturer server 50 based on the part information request from the analysis server 20. The request includes transaction information such as purchase information on the corresponding part (for example, purchased product model number, number, order number, serial number, etc.). Then, the communication unit 42 receives component information from the component manufacturer server 50 and transmits the received component information to the analysis server 20.

  The storage unit 44 includes transaction information such as a component list of the device 12, a hardware component list indicating hardware components of the device 12, a software component list indicating software components of the device 12, and purchase information of each component. Remember.

  The component estimation unit 46 estimates components that are likely to be related to the failure of the device 12. Specifically, the component estimation unit 46 determines the component list, hardware component list, and software from the storage unit 44 based on the installation location, model number, and serial number included in the request received from the analysis server 20. Read the component list. Then, based on the keyword included in the request received from the analysis server 20, the component estimation unit 46 estimates one or more components that are likely to be related to the failure from the components that constitute the device 12. The communication unit 42 transmits a request for component information related to the component estimated by the component estimation unit 46 to the component manufacturer server 50 corresponding to the procurement source (supplier) of the component.

(Parts manufacturer server)
The component manufacturer server 50 includes a communication unit 52, a storage unit 54, and an authentication unit 56, as shown in FIG.

  The communication unit 52 is an interface with the manufacturer server 40 and other component manufacturer servers 50. For example, the communication unit 52 receives a request for part information from the manufacturer server 40. In addition, the communication unit 52 transmits part information related to a finer element part such as a material or software element used for manufacturing the part to another part manufacturer server 50 corresponding to the procurement source of the element part. The communication unit 52 receives the component information from the other component manufacturer server 50 and transmits the received component information to the manufacturer server 40.

  The storage unit 54 stores part information related to parts constituting the device 12 and sales information of the parts.

  When the component information is requested from the manufacturer server 40 or another component manufacturer server 50, the authentication unit 56 authenticates the legitimacy of the component information request source. For example, the authentication unit 56 compares the transaction information such as purchase information included in the request for parts information with the transaction information such as sales information stored in the storage unit 54, and if the two match, the authentication unit 56 requests the part information. It may be determined that the original is valid. If the authentication by the authentication unit 56 fails, the part information request is rejected. On the other hand, when the authentication by the authentication unit 56 is successful, the communication unit 52 returns component information or requests component information from another component manufacturer server 50.

<4. Operation>
The configuration of the information management system, the analysis server 20, the manufacturer server 40, the component manufacturer server 50, and the like according to the embodiment of the present invention has been described above. Subsequently, the operation of the information processing system according to the embodiment of the present invention will be described.

(Overview of operation)
First, with reference to FIG. 6, an outline of the operation of the information management system according to the embodiment of the present invention will be described. FIG. 6 is a sequence diagram showing an outline of the operation of the information management system according to the embodiment of the present invention.

  1) First, the person at the installation location of the device 12 reports the occurrence of a failure to the person at the call center 14. At that time, the person at the installation location of the device 12 reports the model number (Y100) of the device 12, the failure code (E888), and the installation location (T1) of the device 12.

  1.1) The system of the call center 14 transmits a countermeasure list request to the communication unit 220 of the analysis server 20. The request includes the identification information (U20) of the person in the call center 14 and the identification information (T2) of the call center 14 in addition to the model number (Y100), the failure code (E888), and the installation location (T1) of the apparatus 12. Including.

1.1.1) The authentication unit 250 authenticates the legitimacy of the request source of the countermeasure list.
1.1.1.1) If the authentication unit 250 is successfully authenticated, the authority processing unit 260 confirms the authority of the request source of the countermeasure list. If the requester of the countermeasure list has the authority to refer to the countermeasure list, the process proceeds. If the requester of the countermeasure list does not have the authority to refer to the countermeasure list, the request for the countermeasure list is rejected.

  1.1.2) The communication unit 220 requests a countermeasure list from the analysis unit 280, the analysis unit 280 generates a countermeasure list, and the countermeasure list is returned to the communication unit 220. The candidate for the countermeasure included in the countermeasure list is transmitted from the communication unit 220 to the call center 14 and the information terminal 16 owned by the person at the installation location of the device 12. However, depending on the authority of the person at the place where the call center 14 and the device 12 are installed, some of the countermeasure candidates included in the countermeasure list may not be transmitted. Here, a specific example of the countermeasure list will be described with reference to FIG.

  FIG. 7 is an explanatory diagram of a specific example of the countermeasure list. As shown in FIG. 7, the countermeasure list includes a list ID, countermeasure candidates, countermeasure information, and related information. The countermeasure candidates include one or more countermeasure information. In the example shown in FIG. 7, the candidate for countermeasure includes countermeasure information of countermeasure 1 to countermeasure 3, countermeasure 1 is action X, countermeasure 2 is action Y, and countermeasure 3 is action Z. The probability assigned to each countermeasure indicates the effectiveness estimated for each countermeasure. In the example shown in FIG. 7, measure 1 with 50% attached is the measure that is estimated to be most effective.

  The coping person information is information indicating a coping person who should execute each countermeasure. In the example shown in FIG. 7, the coping person of action X as countermeasure 1 and action Z as countermeasure 3 is a CE that can rush to the installation location of the device 12. The related information is related to each measure and is useful information for each measure. In the example shown in FIG. 7, the related information of the measure 2 is a device operation manual. Note that the countermeasure list may include actual data of related information or location information of the related information in the actual data. Returning to the description of the sequence diagram of FIG.

  2) When the countermeasure for which the CE is the coping person is included in the countermeasure list, the communication unit 220 transmits the information related to the countermeasure for which the CE is the coping person to the information terminal 16 of the CE. In the example of the countermeasure list shown in FIG. 7, as shown in FIG. 8, related information of countermeasure 1 and relevant information of countermeasure 3 are transmitted to the information terminal 16 of the CE. Here, the communication unit 220 transmits the related information to the information terminal 16 of the CE 20 in which the reference authority for the related information is set.

  3) When the countermeasure list includes a countermeasure in which the person at the installation location of the device 12 is a coping person, the communication unit 220 displays related information on the countermeasure in which the person at the installation place of the device 12 is the coping person. To the information terminal 16 possessed by the person. In the example of the countermeasure list shown in FIG. 7, the related information of countermeasure 2 is transmitted. Here, the communication unit 220 transmits the related information to the information terminal 16 of the person at the installation location of the device 12 for which the related information reference authority is set.

4) The CE transmits feedback information indicating whether the implemented countermeasure has an effect on the failure to the analysis server 20.
4.1) The communication unit 220 of the analysis server 20 that has received the feedback information supplies the feedback information to the analysis unit 280.

5) The person at the installation location of the device 12 transmits feedback information indicating whether or not the implemented countermeasure is effective against the failure to the analysis server 20.
5.1) The communication unit 220 of the analysis server 20 that has received the feedback information supplies the feedback information to the analysis unit 280.

  Among the processes described above, the process performed by the analysis server 20 from the generation of the countermeasure list to the transmission of the related information will be described more specifically with reference to FIG.

  FIG. 9 is a flowchart showing the operation of the analysis server 20. For example, when the analysis unit 280 of the analysis server 20 generates a countermeasure list for the corresponding failure (S282), the authority processing unit 260 refers to the normal setting information of authority described with reference to FIG. 3 and FIG. The authority upper limit setting information described above is read (S284, S286). Then, the authority processing unit 260 dynamically sets the authority that is greater than or equal to the normal setting and less than or equal to the upper limit setting to the responder indicated by the countermeasure list every time information is transmitted (S288). For example, the authority processing unit 260 sets the reference authority for the device component information, the part information, and the part material information to the CE who is the coping person based on the countermeasure list shown in FIG. No authority is set other than the information presented here.

  And the communication part 220 merges the relevant information to the same coping person (S290), and transmits the related information merged to each coping person (S292).

(Modification 1 of operation outline)
In the above description, an example in which the information management system operates with a person at the installation location of the device 12 as a trigger has been described. However, the trigger is not limited to the person at the installation location of the device 12, and regular maintenance of the device 12 is performed. CE can also be a trigger. Hereinafter, as a first modification, an operation overview of the information management system when CE is a trigger will be described.

  FIG. 10 is a sequence diagram showing Modification 1 of the outline of operation of the information management system.

  1) When a CE that performs regular maintenance of the device 12 finds a failure of the device 12 (including problems and abnormalities that may lead to the failure), the CE logs in to the analysis server 20 from the information terminal 16, and the analysis server 20 Send a request for countermeasure list. At this time, the CE analyzes the analysis server 20 based on the model number (Y100), the failure code (E888), the installation location (T1) of the device 12, the CE identification information (U30), and the CE identification information (T3). Send to.

2) The authentication unit 250 authenticates the validity of the request source of the countermeasure list.
2.1) If authentication by the authentication unit 250 is successful, the authority processing unit 260 confirms the authority of the request source of the countermeasure list. If the requester of the countermeasure list has the authority to refer to the countermeasure list, the process proceeds. If the requester of the countermeasure list does not have the authority to refer to the countermeasure list, the request for the countermeasure list is rejected.

  3) The communication unit 220 requests a countermeasure list from the analysis unit 280, the analysis unit 280 generates a countermeasure list, and the countermeasure list is returned to the communication unit 220. The countermeasure candidates included in the countermeasure list are transmitted from the communication unit 220 to the CE information terminal 16. However, depending on the authority of the CE, some of the countermeasure candidates included in the countermeasure list may not be transmitted.

  4) When the countermeasure for which the CE is the coping person is included in the countermeasure list, the communication unit 220 transmits related information on the countermeasure for which the CE is the coping person to the information terminal 16 that the CE has. Since the CE is at the installation location of the device 12, if the countermeasure list includes a countermeasure in which a person at the installation location of the device 12 is a coping person, the communication unit 220 is a coping person at the installation place. Countermeasure related information is also transmitted to the information terminal 16 of the CE.

5) The CE transmits to the analysis server 20 feedback information indicating whether or not the implemented countermeasure has an effect on the failure.
5.1) The communication unit 220 of the analysis server 20 that has received the feedback information supplies the feedback information to the analysis unit 280.

(Modification 2 of operation outline)
Further, the information management system can be operated by the analysis server 20 as a trigger. Hereinafter, as a second modification, an outline of the operation of the information management system when the analysis server 20 is a trigger will be described.

  FIG. 11 is a sequence diagram showing Modification Example 2 of the outline of operation of the information management system.

  1) The analysis unit 280 can detect a failure of the device 12 (including problems and abnormalities that may lead to the failure) from the log information of the device 12 stored in the storage unit 230. When the analysis unit 280 detects a failure of the device 12, the analysis unit 280 generates a countermeasure list and outputs the countermeasure list to the communication unit 220.

  1.1) When the countermeasure list includes a countermeasure in which the person at the installation location of the device 12 is a coping person, the communication unit 220 displays related information on the countermeasure in which the person at the installation place of the device 12 is the coping person. It transmits to the information terminal 16 which the person of an installation place has.

  1.2) When the countermeasure for which the CE is the coping person is included in the countermeasure list, the communication unit 220 transmits the information related to the countermeasure for which the CE is the coping person to the information terminal 16 of the CE.

(Generation of countermeasure list)
The outline of the operation of the information management system according to the embodiment of the present invention has been described above. Next, an operation for generating a countermeasure list will be described in detail with reference to FIG.

  FIG. 12 is a sequence diagram illustrating an operation for generating a countermeasure list.

  1) The analysis unit 280 searches the storage unit 230 for past failures similar to the current failure and a countermeasure list for the past failures. The analysis unit 280 uses the model number (Y100), fault code (E888), serial number (SN123456) of the device 12, and the installation location (T1) of the device 12 as information for the search. The serial number of the device 12 can be specified from the installation location of the device 12. When the search of the countermeasure list in the past failure is successful, the countermeasure list is transmitted to the CE or the person at the place where the device 12 is installed. In this case, the subsequent processing shown in FIG. 12 does not have to be performed, and the subsequent processing shown in FIG. 12 is performed, and the countermeasure list generated by the processing is also the person at the location where the CE or the device 12 is installed. Or the like.

2) The analysis unit 280 requests information used for generating the countermeasure list to the communication unit 220. 2.1) The communication unit 220 reads a part (D1) related to the failure in the error handling manual from the storage unit 230. get.
2.2) The communication unit 220 acquires the sensor log information (D2) of the device 12 that is likely to be related to the failure of the device 12 from the storage unit 230.
2.3) The communication unit 220 acquires the software log (D2) of the device 12 that is likely to be related to the failure of the device 12 from the storage unit 230.

  2.4) The communication unit 220 acquires information that seems to be related to the failure from each component manufacturer. For this purpose, the keyword generation unit 270 generates a keyword indicating the failure content from D1 and D2. Then, the communication unit 220 transmits the model number (Y100), failure code (E888), serial number (SN123456), installation location (T1) of the device 12 and keyword to the manufacturer server 40 for manufacturing. The device component information (D3), hardware component information (D4), and software component information (D5) regarding the device 12 are acquired from the manufacturer server 40. Here, a specific example of information acquired from the manufacturer server 40 will be described with reference to FIG.

  FIG. 13 is an explanatory diagram illustrating a specific example of information acquired from the manufacturer server 40. As shown in FIG. 13, the information acquired from the manufacturer server 40 includes device component information (D3), hardware component information (D4), and software component information (D5). The equipment component information (D3) is a list of parts estimated to be related to the failure, and the list of parts includes a part procurement source, a model number, the number of purchases, an order number, a serial number, or a license number. In the example illustrated in FIG. 13, a part estimated to be related to a failure includes a part whose model number is “PH001”, the identification information of the procurement source of the part is “T511”, and the order number is “ON170718X1”. Is.

  The hardware component information (D4) is detailed information regarding the hardware component estimated to be related to the failure. In the example illustrated in FIG. 13, the hardware component information (D4) includes information on the hardware component whose model number is “PH001”, and the information includes the identification information of the material of the hardware component “T531PA111”. The assumption of the use condition of the material, the characteristics of the material, and the like are shown.

  The software component information (D5) is detailed information on the software component estimated to be related to the failure. In the example illustrated in FIG. 13, the software component information (D5) includes information on the software component whose model number is “PS222”, and the information includes the failure of the software element whose model number regarding the software component is “RH4.31”. Includes case studies, new patch information, etc. Returning to the description of the sequence diagram shown in FIG.

  3) The analysis unit 280 acquires the relevant part (D1), log information (D2), device component information (D3), hardware component information (D4), and software component information (D5) of the manual from the communication unit 220. The information (D1 to D5) is recorded in the storage unit 230.

  4) The analysis unit 280 acquires the environment information (D6) in the installation period and installation location of the device 12 from the storage unit 230. For example, the analysis unit 280 searches the information in the storage unit 230 using the installation start date and time (ymd1) of the device 12, the occurrence date and time (ymd2) of the failure, and the latitude and longitude (lat, ng) indicating the installation location of the device 12. To do. The environmental information (D6) includes information indicating weather, atmospheric pressure, rainfall, temperature, humidity, earthquake, or disaster occurrence.

  5) The analysis unit 280 uses the manufacturer and model number of each component indicated by the device component information (D3), hardware component information (D4), and software component information (D5), and recall information (D7) for each component. Is retrieved from the storage unit 230.

  6) The analysis unit 280 analyzes the information of D1 to D7 and generates a countermeasure list. For example, as shown in FIG. 14, the input to the analysis unit 280 includes information on D1 to D7, a list of respondable persons, a skill table for each person, past examples, and a schedule table for each person. From these inputs, the analysis unit 280 gives each countermeasure a probability indicating the possibility of solution by the countermeasure, and generates a countermeasure list including countermeasure information indicating, for example, a predetermined number of countermeasures from the higher probability.

(Acquiring parts information)
The operation for generating the countermeasure list has been described above. Next, an operation in which the manufacturer server 40 acquires part information and the like will be described with reference to FIG.

  FIG. 15 is a sequence diagram illustrating an operation in which the manufacturer server 40 acquires part information and the like.

1) The communication unit 42 retrieves the component list of the device 12 from the storage unit 44 based on the model number (Y100) and serial number (SN123456) of the device 12 included in the request for component information received from the analysis server 20. To do.
2) The communication unit 42 stores the hardware component list of the device 12 based on the model number (Y100) and serial number (SN123456) of the device 12 included in the request for component information received from the analysis server 20 and the like. Search from.
3) The communication unit 42 receives the software component list of the device 12 from the storage unit 44 based on the model number (Y100) and serial number (SN123456) of the device 12 included in the request for the part information received from the analysis server 20. Search for.

  4) The part estimation unit 46 is likely to be related to the failure from the component list, hardware component list, and software component list of the device 12 based on the keyword included in the request for the part information received from the analysis server 20. Estimate parts. Then, the component estimation unit 46 generates device component information (D3) that is a list of estimated components. Further, the communication unit 42 searches the storage unit 44 for transaction information such as the estimated hardware component purchase information.

  5) The communication unit 42 identifies a hardware component procurement source from transaction information such as hardware component purchase information, and requests the hardware component manufacturer server 50HW corresponding to the procurement source for the hardware component component information. Send. The request for parts information includes an order number (ON170718X1) as transaction information such as purchase information in addition to the manufacturer identification information (T4) and hardware part identification information (PH001).

  5.1) The authentication unit 56 of the hardware component manufacturer server 50HW authenticates the legitimacy of the manufacturer server 40 that is the request source of the component information. Specifically, the authentication unit 56 compares transaction information such as purchase information such as an order number included in the request for parts information with transaction information such as sales information stored in the storage unit 54, and the two match. In this case, it is determined that the component information request source is valid. Note that the authentication unit 56 may use an existing authentication method such as a user ID, password, or Certificate. If the authentication by the authentication unit 56 fails, the part information request is rejected.

  5.2) When the authentication by the authentication unit 56 is successful, the communication unit 52 acquires the component information requested from the manufacturer server 40 from the storage unit 54. In FIG. 15, as the information acquired from the storage unit 54, the model number (T531PA111) of the element part used for manufacturing the requested hardware part (PH001) is shown.

  5.3) The communication unit 52 requests the component information related to the element component from the hardware element component manufacturer server 50HW1 based on the identification information indicating the manufacturer of the element component. This request includes order information (ON150222T53101) which is transaction information such as identification information (T511) of the hardware component manufacturer server 50HW, a model number of the component component (T531PA111), and purchase information of the component component.

  5.3.1) The authentication unit 56 of the hardware component manufacturer server 50HW1 authenticates the validity of the hardware component manufacturer server 50HW that is the request source of the component information. Specifically, the authentication unit 56 compares transaction information such as purchase information such as an order number included in the request for parts information with transaction information such as sales information stored in the storage unit 54, and the two match. In this case, it is determined that the component information request source is valid. Note that the authentication unit 56 may use an existing authentication method such as a user ID, password, or Certificate.

  5.3.2) When the authentication by the authentication unit 56 is successful, the communication unit 52 acquires the component information requested from the hardware component manufacturer server 50HW from the storage unit 54. Then, the communication unit 52 returns the component information to the hardware component manufacturer server 50HW. Note that parts of the same model number may have different materials and configurations due to minor changes. For this reason, the communication unit 52 can return part information of all versions of parts of the same model number, but it may lead to excessive information leakage, so the version part information at the time of manufacture of the requested part It is desirable to return only.

  Although omitted in FIG. 15, when the hardware parts requested by the manufacturer server 40 are configured by a plurality of element parts by the hardware part manufacturer server 50 </ b> HW, the procurement source of each element part is provided. The hardware component parts maker servers 50HW1 to 50HW of the hardware component parts maker servers 50HW1 to N are requested to collect the component information obtained from the hardware component parts maker servers 50HW1 to 50N, and the hardware component information (D4) is collected. Return to server 40.

  6) The communication unit 42 of the manufacturer server 40 identifies the procurement source of the software component from the transaction information such as purchase information of the software component, and requests the software component manufacturer server 50SW corresponding to the procurement source for the component information of the software component. Send. The part information request includes an order number (ON170610X22) as transaction information such as purchase information in addition to the manufacturer identification information (T4) and software part identification information (PS222).

  6.1) The authenticating unit 56 of the software component manufacturer server 50SW authenticates the validity of the manufacturer server 40 that is the component information request source. Specifically, the authentication unit 56 compares transaction information such as purchase information such as an order number included in the request for parts information with transaction information such as sales information stored in the storage unit 54, and the two match. In this case, it is determined that the component information request source is valid. Note that the authentication unit 56 may use an existing authentication method such as a user ID, password, or Certificate. If the authentication by the authentication unit 56 fails, the part information request is rejected.

  6.2) When the authentication by the authentication unit 56 is successful, the communication unit 52 acquires the component information requested from the manufacturer server 40 from the storage unit 54. In FIG. 15, as information acquired from the storage unit 54, identification information (T541) indicating the manufacturer of the element component used for manufacturing the requested software component (PH222), and identification information (PH4.31) of the element component The license number (LN222) is shown.

  6.3) The communication unit 52 requests the component information regarding the element component from the software element component manufacturer server 50SW1 based on the identification information indicating the manufacturer of the element component. The request includes the identification information (T521) of the software component manufacturer server 50SW, the identification information (PH4.31) of the component parts, the license number (LN222), and the like.

  6.3.1) The authentication unit 56 of the software element component manufacturer server 50SW1 authenticates the validity of the software component manufacturer server 50SW that is the request source of the component information. Specifically, the authentication unit 56 determines that the component information request source is valid based on the identification information and license number of the component parts included in the request for the component information. Note that the authentication unit 56 may use an existing authentication method such as a user ID, password, or Certificate.

  6.3.2) When the authentication by the authentication unit 56 is successful, the communication unit 52 acquires the component information requested from the software component manufacturer server 50SW from the storage unit 54. Then, the communication unit 52 returns the component information to the software component manufacturer server 50SW. Although omitted in FIG. 15, when the software component manufacturer server 50 </ b> SW is composed of a plurality of component parts requested by the manufacturer server 40, the software of the procurement source of each component component The component information of the component component is requested to the component component manufacturer server 50SW1 to 50SW, the component information acquired from each software component component manufacturer server 50SW1 to 50SW is aggregated and returned to the manufacturer server 40 as software component information (D5).

  As described above, the manufacturer server 40 acquires the hardware component information (D4) and the software component information (D5). The communication unit 52 of the component manufacturer server 50 manages a history of where and how much information is provided, and when information is provided exceeding a predetermined standard, an alert is given or information provision is rejected. May be.

(Collection of open data)
Next, the operation of the analysis server 20 collecting open data and the like will be supplemented. FIG. 16 is a sequence diagram illustrating an operation in which the analysis server 20 collects open data and the like.

1) The data management unit 240 instructs the communication unit 220 to collect open data.
1.1) The communication unit 220 acquires open data from the open data server 30 and returns the open data to the data management unit 240.

2) The data management unit 240 records open data in the storage unit 230.
3) The data management unit 240 instructs the authority processing unit 260 to set the authority to reference open data, and the authority processing unit 260 sets the authority to refer to open data for all people.

4) The device 12 transmits the log information to the analysis server 20.
4.1) The analysis server 20 authority processing unit 260 determines whether the device 12 has the authority to write.
4.1.1) The authentication unit 250 authenticates the validity of the device 12.

4.2) When the writing authority determination and the validity authentication are successful, the communication unit 220 outputs log information to the data management unit 240.
4.2.1) The data management unit 240 records log information in the storage unit 230.
4.2.2) The data management unit 240 instructs the authority processing unit 260 to set the authority to refer to the log information, and the authority processing unit 260 sets the authority to refer to the log information to the manufacturer, the component manufacturer, and the like.

<5. Hardware configuration>
The embodiments of the present invention have been described above. Information processing such as the creation of the countermeasure list and the setting of authority described above is realized by cooperation between software and hardware of the analysis server 20 described below.

  FIG. 17 is a block diagram illustrating a hardware configuration of the analysis server 20. The analysis server 20 includes a CPU (Central Processing Unit) 201, a ROM (Read Only Memory) 202, a RAM (Random Access Memory) 203, and a host bus 204. The analysis server 20 includes a bridge 205, an external bus 206, an interface 207, an input device 208, a display device 209, an audio output device 210, a storage device (HDD) 211, a drive 212, and a network interface. 215.

  The CPU 201 functions as an arithmetic processing device and a control device, and controls the overall operation in the analysis server 20 according to various programs. Further, the CPU 201 may be a microprocessor. The ROM 202 stores programs used by the CPU 201, calculation parameters, and the like. The RAM 203 temporarily stores programs used in the execution of the CPU 201, parameters that change as appropriate during the execution, and the like. These are connected to each other by a host bus 204 including a CPU bus. Functions such as the authentication unit 250, the authority processing unit 260, the keyword generation unit 270, and the analysis unit 280 can be realized by the cooperation of the CPU 201, the ROM 202, the RAM 203, and the software.

  The host bus 204 is connected to an external bus 206 such as a PCI (Peripheral Component Interconnect / Interface) bus via a bridge 205. Note that the host bus 204, the bridge 205, and the external bus 206 are not necessarily configured separately, and these functions may be mounted on one bus.

  The input device 208 generates input signals based on the input by the user, such as a mouse, keyboard, touch panel, button, microphone, sensor, switch, and lever, and an input for generating an input signal based on the input by the user. It consists of a control circuit. The user of the analysis server 20 can input various data and instruct processing operations to the analysis server 20 by operating the input device 208.

  The display device 209 includes, for example, a display device such as a CRT (Cathode Ray Tube) display device, a liquid crystal display (LCD) device, a projector device, an OLED (Organic Light Emitting Diode) device, and a lamp. The audio output device 210 includes an audio output device such as a speaker and headphones.

  The storage device 211 is a data storage device configured as an example of a storage unit of the analysis server 20 according to the present embodiment. The storage device 211 may include a storage medium, a recording device that records data on the storage medium, a reading device that reads data from the storage medium, a deletion device that deletes data recorded on the storage medium, and the like. The storage device 211 includes, for example, an HDD (Hard Disk Drive) or an SSD (Solid Storage Drive), or a memory having an equivalent function. The storage device 211 drives a storage and stores programs executed by the CPU 201 and various data.

  The drive 212 is a storage medium reader / writer, and is built in or externally attached to the analysis server 20. The drive 212 reads information recorded on a removable storage medium 24 such as a mounted magnetic disk, optical disk, magneto-optical disk, or semiconductor memory, and outputs the information to the RAM 203 or the storage device 211. The drive 212 can also write information to the removable storage medium 24.

  The network interface 215 is a communication interface configured with, for example, a communication device for connecting to the network 8 or the network 9. The network interface 215 may be a wireless LAN (Local Area Network) compatible communication device or a wire communication device that performs wired communication.

  Note that the hardware configuration described with reference to FIG. 17 can also be applied to the information terminal 16, the open data server 30, the manufacturer server 40, the parts manufacturer server 50, and the like.

<6. Effect>
According to the embodiment of the present invention described above, various functions and effects can be obtained.

  For example, information on each manufacturer is stored in a distributed manner on a server owned by each manufacturer, and the information on each manufacturer does not need to be provided to the outside in advance. A manufacturer who is requested to provide parts information authenticates the legitimacy of the requester from transaction information such as parts sales information and purchase information received from the requester. Providing information necessary for analysis in a timely manner. Therefore, it is possible to appropriately protect each manufacturer's information while realizing utilization of each manufacturer's information.

  In addition, each manufacturer's server manages the history of where and how much information was provided, and when there is information provision exceeding a predetermined standard, by raising an alert or refusing information provision, It is possible to prevent the information of each manufacturer from being excessively leaked. Further, since related information such as component information is pulled out when a failure occurs or an alert is triggered, it is possible to detect unauthorized access by tracking the information provision history.

  In addition, when a failure occurs, by dynamically setting information reference authority, downtime can be reduced and cost reduction can be expected. For example, the information management system according to the embodiment of the present invention can set a reference authority for a person so that the person can refer to the predetermined information when the person is in a predetermined place.

  Further, according to the embodiment of the present invention, as described with reference to FIG. 14, the countermeasure list is created based on various information, and therefore it is possible to execute countermeasures with low risk and high resolution. It becomes possible.

  In addition, according to the embodiment of the present invention, since various types of information are collected mechanically, it is possible to reduce the trouble of collecting information.

  Further, according to the embodiment of the present invention, the feedback information indicating the execution result of the countermeasure is provided to the analysis server 20, so that the feedback information can be used for the subsequent preparation of the countermeasure list (for example, the feedback information By analyzing data as correct answer data), it is possible to improve the accuracy of the countermeasure list.

  Although the preferred embodiments of the present invention have been described in detail with reference to the accompanying drawings, the present invention is not limited to such examples. It is obvious that a person having ordinary knowledge in the technical field to which the present invention pertains can come up with various changes or modifications within the scope of the technical idea described in the claims. Of course, it is understood that these also belong to the technical scope of the present invention.

  For example, although the example in which the information of each manufacturer is stored in each in-house server has been described above, each company information may exist on the cloud. The embodiment of the present invention can also be applied to multi-tenants.

  In the above, an example in which a device is manufactured by combining parts manufactured by a plurality of companies has been described. However, an application destination of the embodiment of the present invention is not limited to a hardware product. For example, when the service X is provided to the end user, the service X is configured by X1, X2, and X3, and the X1 is configured by X11, X12, and X13, the embodiment of the present invention also relates to the service X. Can be applied.

  Further, each step in the processing of the information management system and the analysis server 20 of the present specification does not necessarily have to be processed in time series in the order described as a sequence diagram or a flowchart. For example, each step in the processing of the analysis server 20 may be processed in an order different from the order described as the flowchart, or may be processed in parallel.

  The analysis server 20, the manufacturer server 40, the component manufacturer server 50, and other hardware components such as a CPU, ROM, and RAM that are included in the analysis server 20, the manufacturer server 40, the component manufacturer server 50, and the like. It is also possible to create a computer program for demonstrating the same function as. A storage medium storing the computer program is also provided.

12 equipment 14 call center 16 information terminal 20 analysis server 30 open data server 40 manufacturer server 42 communication unit 44 storage unit 46 component estimation unit 50 component manufacturer server 50HW hardware component manufacturer server 50HW1 hardware component component manufacturer server 50SW software component manufacturer server 50SW1 Software component parts manufacturer server 52 Communication unit 54 Storage unit 56 Authentication unit 220 Communication unit 230 Storage unit 240 Data management unit 250 Authentication unit 260 Authority processing unit 270 Keyword generation unit 280 Analysis unit

Claims (11)

A failure information acquisition unit for acquiring device failure information;
An analysis unit that analyzes one or more pieces of component information related to the components constituting the device and the failure information, and generates a countermeasure list including one or more pieces of countermeasure information;
A first server for managing information related to the device;
A transmission unit for transmitting device information indicating the device to the first server;
Have
The first server estimates one or more parts related to a failure in the device, manages one or more parts information about each of the one or more parts, and manages information about each part From the second server to
The analysis unit uses the one or more parts information acquired by the first server to create the countermeasure list;
Information management system. The first server transmits transaction information of each of the one or more parts to the second server corresponding to each part,
The said 2nd server transmits the components information requested | required from the said 1st server to the said 1st server, when the validity of the said 1st server is confirmed based on the said transaction information. 1. The information management system according to 1. The information management system includes:
A log information acquisition unit for acquiring log information of the device; and
A keyword identifying unit that identifies a keyword corresponding to a failure status based on the log information of the device;
The transmission unit transmits the keyword to the first server in addition to the failure information and the device information,
The information management system according to claim 1 or 2, wherein the first server estimates one or more parts related to the failure using the keyword. The information management system includes:
An authority processing unit that dynamically sets a reference authority to each piece of component information of the one or more coping persons;
The information management according to any one of claims 1 to 3, wherein the transmission unit transmits each of the one or more pieces of component information to a cooperator who is set with a right to reference each piece of component information. system.   The information management system according to claim 4, wherein the authority processing unit sets a reference authority for the coordinator regarding information that the cooperator does not have a reference authority when a failure does not occur.   The information management system according to any one of claims 1 to 5, wherein the analysis unit further analyzes environmental information in an installation period and an installation location of the device in order to create the countermeasure list.   The said information management system is further equipped with the feedback information acquisition part which acquires the feedback information which shows the result by execution of the countermeasure which the said 1 or 2 or more countermeasure information contained in the said countermeasure list | wrist shows. The information management system according to one item.   The analysis unit according to any one of claims 1 to 7, wherein the analysis unit selects a coping person for each of the one or more countermeasure information based on skill information and schedule information of each of a plurality of coping candidates. The information management system described.   The first server manages information related to a first manufacturer that assembles or manufactures the device, and the second server stores information related to a second manufacturer that is a procurement source of each component. The information management system according to any one of claims 1 to 8, which is to be managed. Getting device fault information,
Transmitting device information indicating the device to a first server that manages information on the device;
The first server estimates one or more parts related to a failure in the device and manages the information about each of the one or more parts from the one or more parts. Obtaining one or more parts information about the parts of
Analyzing the one or more parts information and the failure information to generate a countermeasure list including one or more countermeasure information;
Including information management method. On the computer,
Getting device fault information,
Transmitting device information indicating the device to a first server that manages information on the device;
The first server estimates one or more parts related to a failure in the device and manages the information about each of the one or more parts from the one or more parts. Obtaining one or more parts information about the parts of
Analyzing the one or more parts information and the failure information to generate a countermeasure list including one or more countermeasure information;
A program for running

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