KR100781211B1 - Bank IT Service Management Method and System - Google Patents

Abstract

Disclosed are a bank IT service management method and a system thereof. Bank IT service management method according to the present invention comprises the steps of storing the infrastructure configuration information by analyzing the hardware and software constituting the bank IT infrastructure, the relationship between the infrastructure and services by mapping the hardware and software associated with each service in the bank IT infrastructure Storing information, analyzing the relationship with other services for each service, storing the relationship between services, and detecting failure by monitoring the failure of hardware and software constituting the bank IT infrastructure When the failure is detected, displaying a component corresponding to the failure based on the infrastructure configuration information, and being affected by the failure based on the relationship information between the infrastructure and the service and the relationship information between the service. Analyzing services to provide service impact information It is equipped with a step. According to the present invention, since all the infrastructure associated with the service is automatically monitored, the impact on the service can be obtained quickly and accurately when a failure occurs, so that quick decision and recovery of the failure can be performed.

Description

IT service management method for bank and system there-of}

BRIEF DESCRIPTION OF THE DRAWINGS In order to better understand the drawings cited in the detailed description of the invention, a brief description of each drawing is provided.

1 is a functional block diagram of a bank IT service management system according to an embodiment of the present invention.

FIG. 2 is a diagram illustrating a relationship and a work flow between components of the bank IT service management system illustrated in FIG. 1.

3 is an example of a screen showing service comprehensive status information according to an embodiment of the present invention.

4 is a flowchart illustrating a work flow of a disability service according to an exemplary embodiment of the present invention.

5 is a diagram illustrating a system configuration according to an embodiment of the present invention.

6 is a diagram illustrating a service impact level according to an embodiment of the present invention.

7 is a flowchart illustrating a method for managing an IT service when a failure occurs according to an embodiment of the present invention.

8A illustrates an example of a related service classification system according to the present invention.

8B is a diagram illustrating an example of relationship information between an infrastructure and a service according to the present invention.

9A is a diagram conceptually illustrating a correlation between services according to the present invention.

FIG. 9B is a diagram illustrating an example of the relationship between services for the "Requested Deposit" service according to the present invention. FIG.

The present invention relates to a bank information technology (IT) service management method and system, and in particular, to automatically detect the infrastructure (hereinafter referred to as infrastructure) for bank services that can automatically detect service failures and support recovery Bank IT service management method and system.

Banking (eg, deposits on demand) depends in large part on computer systems. Thus, failures of the banking computer system and infrastructure can cause significant disruption to banking operations.

As a result, efforts have been made to quickly recognize and respond to failures by monitoring computer equipment or infrastructure.

However, the existing monitoring system mainly detects failures by monitoring the hardware infrastructure (for example, main computer, server, communication device, storage device, etc.) of the computer system.

Therefore, it was difficult to analyze which of the bank services are affected and related to which service due to the failure of the component. Therefore, when a failure occurred, it was difficult to estimate the impact on other tasks and the expected recovery time due to the failure, and therefore, it was difficult to quickly make a decision to cope with the failure.

Therefore, the technical problem to be achieved by the present invention is to automatically monitor the failure of the software (especially application program) related to the service as well as the hardware failure of the bank IT infrastructure, the bank IT service that can detect whether the service is normally provided in real time It is to provide a management method and a system thereof.

Another technical problem to be achieved by the present invention is to provide a bank IT service management method and system for supporting a quick decision making on the failure by providing integrated analysis by providing configuration information and service information of the bank IT infrastructure. will be.

Another technical problem to be achieved by the present invention is to provide a bank IT service management method and system that can quickly recover from a failure by computerizing and providing related information necessary for failure recovery in the event of a failure of the bank IT infrastructure.

Bank IT service management method according to an embodiment of the present invention for achieving the above technical problem comprises the steps of analyzing the hardware and software constituting the infrastructure to store the infrastructure configuration information; Mapping hardware and software associated with each service in the bank IT infrastructure to store relationship information between the infrastructure and the service; Analyzing correlations with other services for each service, and storing correlation information between services; Detecting a failure by monitoring a failure of hardware and software constituting the bank IT infrastructure; If the failure is detected, displaying a component corresponding to the failure based on the infrastructure configuration information; And analyzing the service affected by the failure based on the relationship information between the infrastructure and the service and the relationship information between the service and providing service impact information.

Bank IT service management system according to an embodiment of the present invention for achieving the above technical problem is an infrastructure configuration information DB for storing the infrastructure configuration information by analyzing the hardware and software constituting the bank IT infrastructure; An impact analysis information DB for storing relationship information between infrastructure and services which map hardware and software associated with each service in the bank IT infrastructure and service relationship information which analyzes the relationship between other services for each service; An automatic monitoring system for detecting a failure by monitoring a failure of hardware and software constituting the bank IT infrastructure; And when the failure is detected, displays a component corresponding to the failure based on the infrastructure configuration information, and is affected by the failure based on the relationship information between the infrastructure and the service and the relationship information information between the service. It has a fault decision system that analyzes services and provides service impact information.

The service impact information may include impact status information, information on a service affected by an IT infrastructure failure, and affected service dependency information.

The relationship information between the infrastructure and the service includes service classification information for each classifying service, a plurality of small classification service items for the service classification, and mapping information with application programs and databases related to each of the small classification service items.

In order to fully understand the present invention, the operational advantages of the present invention, and the objects achieved by the practice of the present invention, reference should be made to the accompanying drawings which illustrate preferred embodiments of the present invention and the contents described in the accompanying drawings.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings. Like reference numerals in the drawings denote detailed components.

1 is a functional block diagram of a bank IT service management system according to an embodiment of the present invention. FIG. 2 is a diagram illustrating a relationship and a work flow between components of the bank IT service management system illustrated in FIG. 1.

1 and 2, the bank IT service management system according to an embodiment of the present invention is a failure automatic detection system (also referred to as an automatic monitoring system 120), failure decision support system 110 and information DB And 150 and 160. In addition, the bank IT service management system may further include a service desk and an integrated operations management system 140, a service level management system 170, and a comprehensive dashboard 180.

Automated monitoring system 120 includes the hardware (main computer, server, network, communication device, etc.) and software (OS running on the host computer and server, various applications, etc.) that make up the bank IT infrastructure for banking and services. Automatically detect faults by monitoring normal operation in real time. For example, the automated monitoring system 120 automatically collects and categorizes events related to the occurrence of a failure.

Specifically, the automatic monitoring system 120 automatically collects and classifies events that occur regularly or irregularly to automatically detect whether each component of the IT infrastructure is normally operating. In particular, the automatic monitoring system 120 also monitors the normal operation of each application (application) constituting the IT infrastructure. To this end, a function for automatically generating a predefined event may be implemented in each application program.

In addition to the automatic monitoring system 120 as a failure detection system, a system 130 for manually detecting a failure may be provided. For example, a failure may be manually detected through a call center and an IT business consultation center.

When a failure is detected through the failure detection systems 120 and 130, the failure occurrence information is transmitted to the service desk and the integrated operation management system 140. In this case, the failure detection systems 120 and 130 may generate a trouble ticket for identifying and managing a corresponding failure, and transmit the generated trouble ticket to the service desk and the integrated operation management system 140.

The service desk and the integrated operation management system 140 receive a failure, check the details of the failure, and perform tasks such as migration and termination of the failure. The service desk and integrated operations management system 140 may include a failure management process 141, a problem management process 142, and an infrastructure change management process 143.

The failure management process 141 receives a trouble ticket generated in the automatic monitoring system 120 and the manual failure detection system 130 and propagates the failure occurrence. The propagation of the failure occurs through the propagation medium 190 (eg, mobile communication terminal such as SMS, PDA, messenger, e-mail, etc.) to the person in charge or / or operator related to the failure. To say). For this purpose, the operator information for each task is preferably stored in advance in the infrastructure information DB (160).

When a trouble ticket is received, one or more failure tasks may be created when a plurality of failure handlers are needed for failure handling or when a failure handling history needs to be separated. The generated fault task is assigned to each fault handler. When all of the related fault tasks are completed by the fault handler, the IT service manager can finally check whether the service is normal and terminate the fault.

A series of processes from the receipt of the trouble ticket to the termination of the failure may be managed and registered by the failure management process 141. When the troubleshooting is completed, the failure resolution completion details may be notified to the service desk 140. Then, the service desk 140 may propagate the problem solving details to the operator or the user through the propagation medium 190.

The problem management process 142 is a process of registering and managing a failure whose cause is not identified through failure processing.

The infrastructure change management process 143 registers and manages infrastructure change management information. In detail, the infrastructure change management process 143 is an infrastructure change history in case of changing the IT infrastructure (that is, the components constituting the IT infrastructure) for failure recovery or changing the IT infrastructure due to capacity expansion. (E.g., information about changed components and change dates), and the like. To this end, infrastructure change management process 143 should be associated with the configuration management process (144).

The configuration management process 144 registers and manages each component of the IT infrastructure. Specifically, the configuration management process 144 may include information on each component of the IT infrastructure and relationships among the components (e.g., main computer and server system, business / business relationship, program and business / business relationship) in the infrastructure information DB 160. Etc.) Register and manage information.

For example, when a component such as a server or a channel is increased for capacity expansion or when a component such as a server or a channel is replaced due to a failure, the configuration management information is changed by the configuration management process 144. Accordingly, infrastructure change management information is also changed.

Disability decision support system 110 is a system that supports to quickly make a decision on the response to a failure when a failure occurs based on the business / business information, and also supports to quickly recover the failure.

Business / business information is information that is analyzed by linking business and IT infrastructure information and is the basis for analyzing the impact of failures and making decisions about failures. The business / business information may include BCP analysis information 151, DW information 152, relationship information 153 between infrastructure and services, and relationship information 154 between services. The DB in which the business / business information is stored is called the impact analysis information DB 150 for convenience.

The BCP analysis information 151 may include a recovery target time for each failure. The recovery target time for each failure can be obtained from past failure history. The DW information 152 may include online transaction number and customer number information for each service. The BCP analysis information 151 and the DW information 152 may be used to determine the severity of the failure generated when the failure occurs.

The relationship information 153 between the infrastructure and the service is information obtained by mapping each component constituting the IT infrastructure with an associated service. The relationship information 154 between the infrastructure and the service includes, in particular, information in which each program is mapped to an associated service, as well as information in which hardware constituting the IT infrastructure is mapped to an associated service. In order to map which services affect the failure of each application, each application can be analyzed up to the relationship with the program modules and databases that make up each application.

8A is an example illustrating simultaneous relationship between services and relationship information between a service and an infrastructure according to the present invention. In the example shown in FIG. 8A, other services 820 and infrastructure 830 associated with one service (transmission product 810) are simultaneously shown. For example, the "trusted goods" service is associated with a plurality of other services, such as "credit account", "personal Internet banking", a plurality of web application servers (WAS1, WAS2, WAS3), sales terminal, a plurality of It is associated with a number of infrastructure components such as DBs (investment product DB1, outgoing product DB2, customer management DB, Internet banking DB).

As shown in FIG. 8A, analysis and mapping of other services and infrastructure components related to each service may be performed.

8B is a diagram illustrating an example of relationship information between an infrastructure and a service according to the present invention.

Referring to FIG. 8B, first, services provided by a bank are classified by categories. The service category may include "receive", "credit", and the like. In addition, services are classified by type even within the corresponding service category. For example, a "receive" service may be roughly classified into a service such as "deposit required", "earned deposit", "dentified deposit" and the like. Although not shown, "credit" services can also be broadly classified into a number of services. There may be more than 200 kinds of classified services.

Each of the categorized services may be classified into a plurality of service subcategories. For example, a "demand deposit" service may be further divided into subclassification service items such as new, deposit, payment, cancellation, change, and the like.

Then, the infrastructure associated with each subclass service is mapped. For example, the constituent resources associated with the "new" service of "demand deposit" may include programs 1, 2, 3, ... and databases 1, 2, 3, ..., and the like.

As described above, the relationship information 153 between the infrastructure and the service may be stored by mapping the constituent resources associated with each bank service or vice versa (that is, by mapping the related services for each infrastructure constituent resource). Can be.

The correlation information 154 between services is information obtained by analyzing correlations between bank services. An example of an association between services is shown in FIGS. 9A and 9B.

FIG. 9A is a diagram conceptually illustrating a correlation between services, and FIG. 9B is a diagram illustrating an example of a correlation between services for a "pay deposit" service.

First, referring to FIG. 9A, by extracting and mapping services (eg, services 2 to service n) associated with a corresponding service (eg, service 1) for each service (bank service) provided by a bank, Association information about a service may be stored. The service associated with the service may be, for example, an affected service or tasks when the service fails.

With reference to FIG. 9B, the services associated with the “Demand Deposit” service of the banking services are shown. For example, a "demand deposit" service may be associated with more than 10 services (eg, earned service, deferred service and transferable deposit service, etc.) as shown in FIG. 9B.

Inter-service association information 154 may also include affected service dependency information.

The infrastructure information DB 160 includes configuration information 161 and operator information 162.

The configuration information 161 may include information on each component of the IT infrastructure and information on the relationship between each component (eg, infrastructure and services, infrastructure and infrastructure, services and service associations, and the like).

The operator information 162 refers to operator information such as a service department, a management department, a name of a person handling a problem, a contact number, an employee, a department name, and the like.

This configuration and operator information is automatically provided to the failure decision support system 110 in consideration of the severity of the failure (eg, severity 1, 2).

The failure decision support system 110 may provide business / business information provided from the impact analysis information DB 150, configuration and operator information provided from the infrastructure information DB 160, service desk, and integrated operation management 140. It provides information to support rapid decision-making and failure recovery in case of a failure by using failure response information.

In detail, when the disability decision support system 110 receives the disability ticket, based on the information registered in the information DB 150 and 160, the disability propagation, service comprehensive situation, work flow chart, system configuration, and service impact Also provides a failover procedure, and the like.

To this end, the failure decision support system 110 includes a real time failure propagation block 111, a service status block 112, a business flow chart providing block 113, a system configuration providing block 114, and a service impact analysis block ( 115, and failover support block 114. In addition, the failure decision support system 110 may further include a failure and change history management block 117 and a failure management status management block 118 for managing past failure history and change history when a failure occurs.

The real-time failure propagation block 111 uses a task-specific operator information of the infrastructure information DB 160 to provide a propagation medium 190 (eg, a mobile communication terminal such as SMS, PDA, messenger, In-house broadcasting, etc.) provides a breakdown of fault occurrence, fault transfer, fault handling, and / or fault completion in real time.

In addition, the real-time failure propagation block 111 may deliver to the customers in real time the failure occurrence history and the failure recovery time, etc. through the propagation medium 190. The estimated failure recovery time may be provided with reference to failure recovery procedure information of the failure recovery support block 116. This will be described later.

The service status block 112 provides service aggregate situation information indicating a real time failure situation when a failure occurs.

3 is an example of a screen showing service comprehensive status information according to an embodiment of the present invention. Referring to this, the overall service status diagram can be broadly classified into the branch communication service provision status 310 and the customer service provision status 320, and indicate the date and time of occurrence of the failure, the contents of the service, the region of the failure, the cause of the failure, and the processing status. can do. As a result, the person in charge and / or the operator can grasp the occurrence and processing of the failure in real time.

The example shown in FIG. 3 is a comprehensive service diagram showing that a failure of the "receivable deposit" of the "receiving" service among the bank services occurred at all branches due to a failure of the application program occurring at 13:40 on February 21, 2007. Is one example. In addition, the processing state can be seen that the failure occurrence status information is automatically transferred to the person in charge to solve the problem quickly.

The business flowchart providing block 113 provides a business flowchart of a service in which a failure occurs.

4 is a flowchart illustrating a work flow of a disability service according to an exemplary embodiment of the present invention.

Referring to this, in Fig. 4 is shown a business flow diagram of the "demand deposit" service which is a service that has a failure. Referring to FIG. 4, the "required deposit" service includes sub-categorization services (or detailed tasks) such as new, deposit, payment, and reissue. There may be data input before these subtasks and data output after the subtasks. In addition, the detailed tasks of the "Demand Deposit" service are related to internal linkage and external linkage.

When the operator selects a work flow chart, the operator may view a flow chart related to the corresponding disability service as shown in FIG. 4. This allows for detailed tasks (in this case, "deposit") where the disability has occurred, other tasks associated with the detailed task (eg, external and internal associations), predecessors of the detailed task (in this case, input), and subsequent tasks ( Printout).

The system configuration block block 114 provides system configuration information indicating a relationship between a failed component and another component. For example, the system diagram providing block 114 may use the infrastructure configuration information to provide a system diagram showing a failed component in the overall system diagram.

5 is a diagram illustrating a system configuration according to an embodiment of the present invention. The system diagram visually displays the linkages between the systems and linkage information of internal and external organizations, and clearly indicates which part of the entire IT system has failed by displaying components that have failed within the overall diagram. .

Referring to FIG. 5, this embodiment indicates that a failure occurs in the application of the account system A1 in the entire system.

The service impact analysis block 115 analyzes and provides a service impact due to a failure. The service impact level refers to the impact on the service due to a failure. The service impact information may include information on impact status, information on services affected by an IT infrastructure failure, and service dependency relationships. have.

6 is a diagram illustrating a service impact level according to an embodiment of the present invention.

Referring to this, FIG. 6 shows the service impact information caused by the "demand deposit" failure, which is the failed service, and the services associated with the "demand deposit" service.

The impact status information includes the type of failure (e.g., application), elapsed action (e.g., escalation), the number of impact tasks (e.g. 30), minimum recovery time (e.g. 10 minutes), maximum recovery time (e.g. 20) Minutes), monthly average number of treatments, number of subscribers, and severity of disability. The failure type is information that is divided into types such as hardware failure and program (application) failure. The monthly average processing number and the number of subscription customers may be calculated based on the DW information 152 of the impact analysis information DB 150. The minimum recovery scheduled time, maximum recovery scheduled time, and failure severity level may be obtained from the failure recovery procedure registration contents of the failure recovery support block 114 described later.

Services that are associated with a "demand deposit" service may be provided through a relationship diagram between services, or may be provided in a table form.

Services that are associated with "demand deposit" services may be services affected by a disability.

In addition, the affected service dependency information may include information about a preprocessing task that must be preceded in order for a failure service to be performed, and information about a postprocessing task that can be processed only after the failure service is restored. If a service is disabled, the post-processing tasks of the disabled service cannot be processed normally.

As described above, according to the present invention, by providing a variety of service impact analysis information due to a failure, such as the service interrupted when a failure occurs and the range of services affected by the failure, the relationship with other services and configuration information related to the failure, Decisions made to deal with disability can be made quickly and accurately.

The failover support block 116 can provide information needed to quickly recover from a failure, such as a failure recovery procedure, an expected failure recovery time (eg, a minimum recovery expected time and a maximum recovery expected time), and the like. To this end, it is desirable to computerize the failure recovery procedure and the expected service recovery time in advance based on past failure occurrence history and the time required for recovery.

The disaster recovery procedure may include a plurality of detailed procedures. Each detailed procedure may include the recovery phase, the procedure name, a description of the detailed procedure, the expected recovery time and the precautions for performing the recovery. In this way, the failure recovery procedure including each detailed procedure is computerized and stored in advance, so that information about the failure recovery may be shared. In addition, the person in charge or operator can recover the failure by inquiring the failure recovery procedures related to the failure in real time. Also, based on the estimated recovery time for each detailed procedure, the estimated failure recovery time (eg, the minimum recovery expected time and the maximum recovery expected time) may be calculated. The estimated failure recovery time can be used to calculate failure severity. For example, when a failure occurs when the expected recovery time of the failure is more than a predetermined reference time, the number of online transactions or the number of customers of the failure service is a certain number or more, the failure severity can be raised to a grade 1, a serious failure grade. On the other hand, when a failure occurs, the failure severity can be lowered if the recovery time of the failure is short and the number of online transactions or customers of the failure service is small.

As described above, the failure can be recovered more quickly by providing the failed component and the computerized failure recovery procedure in the entire component system, and the expected time to recover in case of service interruption can be provided to enable prompt and accurate customer response. Become.

The failure status management block 118 registers and manages the status of each phase of processing from the occurrence of a failure to migration, processing and completion.

The failure and change history management block 117 registers and manages a failure occurrence history and an infrastructure change history.

The disability decision system 110 also manages operation result information (for example, disability history, change history, and disposition status information) in common with the service level management system 170 and the comprehensive dashboard 180. .

The service level management system 170 analyzes / evaluates and manages the service level associated with the business goal by using the operation result information.

The comprehensive dashboard 180 derives various operational statistics information using the operation result information, and performs an operation analysis and report automatic generation function.

7 is a flowchart illustrating a method for managing an IT service when a failure occurs according to an embodiment of the present invention.

The IT service management method according to an embodiment of the present invention may be performed by the above-described IT service management system.

Referring to FIG. 7, an IT service management method according to an exemplary embodiment of the present invention first monitors in real time whether normal operation of each hardware and software (eg, an application program) configuring an IT infrastructure is performed through an automatic monitoring system. Automatically detect the failure (S10).

If a failure is detected, the failure is accepted and the failure situation is automatically and manually propagated to the operator and / or the user through a propagation medium (S12). In addition, if a failure is detected, a failure ticket for identifying and managing the detected failure is generated (S14).

In addition, when a plurality of fault handlers are needed for fault handling or when a fault handling history needs to be separated, one or more fault tasks may be generated. The generated fault task is assigned to each fault handler, and the fault ticket may be processed by processing the related fault tasks by the fault handler (S24). Once the processing for the fault tasks is complete, the fault ticket is completed. When the trouble ticket is completed, it is possible to terminate the failure by checking the failure processing result (S26, S28)

On the other hand, by the failure decision support system 110 for supporting the processing of such failures and decision-making corresponding to the failure, the above-described service overall situation, system configuration diagram, business flow chart and service impact degree are analyzed and provided. (S16 to S20), as described above, the failure decision support system 110 is not shown in FIG. 7, in order to analyze the overall service situation, system configuration diagram, work flow chart, and service impact degree. The above-described impact analysis information and infrastructure information need to be analyzed first and stored in a database. This process is preferably performed before the failure detection step (S10).

In addition, in FIG. 7, steps S16 to S20 are sequentially shown for convenience, but the order of these steps may be changed, and a plurality of steps may be performed in parallel.

According to the service impact degree provided by the failure decision support system 110, a quick decision about a failure may be made (S22).

The invention can also be embodied as computer readable code on a computer readable recording medium. The computer-readable recording medium includes all kinds of recording devices in which data that can be read by a computer system is stored. Examples of computer-readable recording media include ROM, RAM, CD-ROM, magnetic tape, floppy disks, optical data storage devices, and the like, which are also implemented in the form of carrier waves (for example, transmission over the Internet). It also includes. The computer readable recording medium can also be distributed over network coupled computer systems so that the computer readable code is stored and executed in a distributed fashion.

Although the present invention has been described with reference to the above embodiments, it is merely illustrative, and those skilled in the art will understand that various modifications and equivalent other embodiments are possible therefrom. . Therefore, the true technical protection scope of the present invention will be defined by the technical spirit of the appended claims.

As described above, according to the present invention, failures of software (especially application programs) as well as hardware failures of the bank IT infrastructure can be automatically monitored to detect failures in real time. Therefore, the automatic monitoring system for all the infrastructure related to the service has the effect of preventing failure by proactively handling warning events occurring in the system operation process.

In addition, according to the present invention, by integrating the analysis information and service information of the bank IT infrastructure by providing integrated analysis, it is possible to accurately know the impact of the service due to the failure in the event of a failure, thereby speeding decision-making and customer response to the failure It can be effective.

In addition, according to the present invention, in the event of a failure of the bank IT infrastructure, it is possible to quickly recover from a failure by providing a system configuration diagram indicating a component in which the failure occurs, a failure recovery procedure, and a failure recovery estimated time.

In addition, according to the present invention, by analyzing / evaluating and managing the service level associated with process computerization and business goals such as failure, problem, and infrastructure change management, various operational processes can be improved and work productivity can be improved.

Claims (13)

Analyzing hardware and software constituting the bank IT infrastructure and storing the infrastructure configuration information; Mapping hardware and software associated with each service in the bank IT infrastructure to store relationship information between the infrastructure and the service; Analyzing correlations with other services for each service, and storing correlation information between services; Storing operator information for each task; Detecting a failure by monitoring a failure of hardware and software constituting the bank IT infrastructure; If the failure is detected, automatically transmitting the failure occurrence information to an operator associated with the failure based on operator information for each task; If the failure is detected, displaying a component corresponding to the failure based on the infrastructure configuration information; And And analyzing the services affected by the failure based on relationship information between the infrastructure and the service and correlation information between the services and providing service impact information. The method of claim 1, wherein the service impact information Bank information service management method comprising the information on the type of failure, the failure service, services affected by the failure service and pre- and post-processing of the failure service. The method of claim 1, wherein the relationship information between the infrastructure and the service is And a plurality of small classification service items for the service large classification, and mapping information with application programs and databases related to each of the small classification service items. The method of claim 1 wherein the method is Providing a comprehensive service status including a status of a branch, a status of service provision, and a status of failure; And Providing a computerized recovery procedure and expected recovery time for the failure, The disorder occurrence state Bank IT service management method including the cause of the failure, the failure area, the failure service contents and the date and time of failure. The method of claim 4, wherein the estimated recovery time is Includes a minimum estimated recovery time and a maximum estimated recovery time, And wherein the service impact further comprises a failure severity that is determined based on the expected recovery time. The method of claim 1, wherein displaying the component corresponding to the fault comprises: Visually displaying a system configuration diagram including inter-system linkage and linkage information with internal and external related organizations; And And visually displaying a component corresponding to the failure in the system diagram. delete The method of claim 1 wherein the method is If the failure is detected, generating a failure ticket for identifying and managing the detected failure; Generating one or more failure tasks by dividing the processing details of the trouble ticket into one or more; Assigning the at least one fault task to a fault handler; And And when the processing of the one or more failure tasks is completed by the failure processor, the failure ticket is completed. A recording medium on which a computer program for executing the bank IT service management method according to any one of claims 1 to 6 and 8 is recorded. An infrastructure configuration information DB for analyzing the hardware and software constituting the bank IT infrastructure and storing the infrastructure configuration information; An impact analysis information DB for storing relationship information between infrastructure and services which map hardware and software associated with each service in the bank IT infrastructure and service relationship information which analyzes the relationship between other services for each service; An operator information DB storing operator information for each task; An automatic monitoring system for detecting a failure by monitoring a failure of hardware and software constituting the bank IT infrastructure; And When the failure is detected, the component corresponding to the failure is displayed based on the infrastructure configuration information, and the service affected by the failure is based on the relationship information between the infrastructure and the service and the correlation information between the service. It has a failure decision system that analyzes and provides service impact information. The failure decision system When the failure occurs, based on the operator information for each task, a failure propagation block that delivers at least one of a failure occurrence history, failure transfer history, failure processing history and failure completion history in real time to the operator or work person associated with the failure; Equipped with bank IT service management system. The method of claim 10, wherein the service impact information is Bank IT service management system comprising information on the type of failure, failure services, services affected by the failure service and pre- and post-processing tasks of the failure service. 11. The system of claim 10, wherein the fault determination system is A service status block for providing a comprehensive service status in real time, including a status of a branch, a service provision status, and a failure occurrence status; A system configuration diagram providing block for providing system configuration information indicating a relationship between the failed component and another component; A service impact analysis block for analyzing and providing impact status information due to the failure and correlation information with the other services; And And a failure recovery support block for providing a computerized recovery procedure and expected recovery time for said failure. The method of claim 12, The failure occurrence status includes a cause of the failure, a failure zone, a failure service content, and a failure date and time, The estimated recovery time includes a minimum recovery scheduled time and a maximum recovery scheduled time.

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