Search

CN-122019507-A - Configuration database system for associating business with IT resource and service desk request method

CN122019507ACN 122019507 ACN122019507 ACN 122019507ACN-122019507-A

Abstract

The application relates to the technical field of configuration management databases, in particular to a configuration database system and a service desk request method for associating business with IT resources. The application designs a configuration database system with a three-layer architecture, wherein a data layer stores service configuration items, IT resource configuration items and association relation data by adopting unified configuration items, an association weight value and an effective time index are introduced, the association layer establishes a bidirectional association model through an association model engine, an automatic discovery module is used for detecting state change and updating, the topology visualization module is used for presenting association relation, an application layer sets a service influence analysis module for calculating influence degree, provides a priority basis for a service desk linkage module, realizes quick matching and scheme generation, and realizes deep fusion of service and IT resources and intelligent processing of service response through hierarchical design and module cooperation.

Inventors

  • LIU NING
  • Lin Sidun

Assignees

  • 福建易慧数据技术有限公司

Dates

Publication Date
20260512
Application Date
20260207

Claims (10)

  1. 1. A configuration database system for associating a service with an IT resource, comprising: the data layer is provided with a unified configuration item library and is used for storing service configuration item data, IT resource configuration item data and association relation data, and the association relation data comprises association weight values and association effective time; The association layer performs data interaction with the data layer and comprises an association model engine, an automatic discovery module and a topology visualization module; the association model engine is used for establishing a bidirectional association model of service configuration item data and IT resource configuration item data, generating association relation data and storing the association relation data into the unified configuration item library; The automatic discovery module is used for detecting the state change of the IT resource configuration item data and triggering the association model engine to update the association relation data; the topology visualization module is used for generating an associated topology graph according to the associated relationship data; The application layer comprises a business impact analysis module and a service platform linkage module; The business impact analysis module is used for calculating business impact according to the association weight value and the association effective time and generating a business impact report; The service desk linkage module is used for automatically matching related configuration items according to the user request information and the business impact report, and generating a processing response by combining the related topological graph.
  2. 2. The configuration database system of claim 1, wherein the bi-directional association model comprises: A service identification field for uniquely identifying a service configuration item; a resource identification field for uniquely identifying the IT resource configuration item; The associated weight field is used for calculating the business influence degree; and the timestamp field is used for recording the effective time of the association relation.
  3. 3. The configuration database system of claim 1, wherein the auto-discovery module obtains the state changes of the IT resource configuration item data via a network protocol and generates a state change record.
  4. 4. The system of claim 3, wherein the topology visualization module updates the associated topology map in real-time based on the state change records, and wherein the business impact analysis module calculates the business impact level by: acquiring IT resource configuration item data of state change according to the detection result of the automatic discovery module to obtain a change resource list; inquiring the unified configuration item library based on the change resource list to obtain related association relation data; And calculating the business influence degree according to the association relation data and the association weight value.
  5. 5. The configuration database system of claim 4, wherein the process of the business impact analysis module generating the business impact report comprises: calculating a business influence score according to the business influence degree and the association effective time to obtain a real-time influence assessment result; determining a priority level based on the real-time influence evaluation result and a preset threshold value to obtain a processing priority mark; And according to the processing priority mark, the priority ranking is carried out on the related configuration items, and the business influence report is generated.
  6. 6. The configuration database system of claim 5, wherein the automated matching process of the helpdesk linkage module comprises: analyzing the user request information to extract user request keywords and obtaining request feature data; Retrieving the unified configuration item library based on the request feature data to obtain a related configuration item list; Inquiring state information and historical fault records according to the related configuration item list to obtain configuration item detailed information; And generating the processing response based on the configuration item detailed information and the business impact report.
  7. 7. A service desk request method, characterized in that the configuration database system according to any one of claims 1-6 is applied, comprising the steps of: Receiving user request information and analyzing and extracting keywords to obtain request feature data; Inquiring association relation data in the unified configuration item library according to the request characteristic data to obtain related service configuration items and IT resource configuration items; Calculating business influence degree based on the association weight value and the association effective time, and generating a business influence report; and determining processing priority according to the business impact report, and generating the processing response.
  8. 8. The service desk request method as claimed in claim 7, wherein the generation process of the association relationship data comprises the steps of: acquiring service configuration item data and IT resource configuration item data to obtain initial configuration data; Analyzing the initial configuration data according to a preset association rule, and establishing a bidirectional association relation; and calculating the association weight value and recording the association effective time to obtain the association relation data.
  9. 9. The service desk request method as recited in claim 7, wherein the calculating process of the business impact comprises the following steps: Acquiring a state change record of the IT resource configuration item to obtain a change resource list; analyzing the associated service configuration items based on the change resource list to obtain an influence range; and calculating the influence degree according to the association weight value and the association effective time to obtain the business influence degree.
  10. 10. The service desk request method as claimed in claim 7, wherein the generation process of the processing response comprises the steps of: The related configuration items are subjected to priority ranking according to the business impact report, and a processing sequence is obtained; analyzing the fault propagation path by combining the association topological graph to obtain a processing suggestion; and integrating the processing sequence and the processing proposal to generate the processing response.

Description

Configuration database system for associating business with IT resource and service desk request method Technical Field The application relates to the technical field of configuration management databases, in particular to a configuration database system and a service desk request method for associating business with IT resources. Background With the continuous expansion of enterprise IT system scale, the relation between business and IT resources is increasingly complex, and a Configuration Management Database (CMDB) is used as a core component of IT operation and maintenance, and plays a key role in supporting business continuity and service quality. The method effectively manages IT resource configuration information and ensures stable operation of the service, and becomes an important topic of digital transformation of the current enterprises. In the prior art, an automatic acquisition tool is adopted to acquire IT resource data, and the association relationship among resources is established through a preset rule. Specifically, IT equipment in a network is automatically discovered in a network scanning mode, an agent program mode and the like, basic information of the equipment is collected, and the dependency relationship among IT resources is identified by technical means such as analysis of network topology, application program calling relationship and the like. However, the technology only stays in the association of the IT resource level, the mapping of the business logic and the bottom IT resource cannot be realized, the business influence range is difficult to evaluate when the fault occurs, and the accurate processing suggestion cannot be provided for the service request, so that the situation needs to be further improved. Disclosure of Invention In order to solve the problem that the existing configuration management database cannot realize the mapping between service logic and bottom IT resources, so that the service influence range is difficult to evaluate when faults occur, and accurate processing suggestions cannot be provided for service requests, the application provides a configuration database system and a server request method for associating services with IT resources, which adopts the following technical scheme: in a first aspect, the present application provides a configuration database system for associating a service with an IT resource, comprising: the data layer is provided with a unified configuration item library and is used for storing service configuration item data, IT resource configuration item data and association relation data, and the association relation data comprises association weight values and association effective time; The association layer performs data interaction with the data layer and comprises an association model engine, an automatic discovery module and a topology visualization module; the association model engine is used for establishing a bidirectional association model of service configuration item data and IT resource configuration item data, generating association relation data and storing the association relation data into the unified configuration item library; The automatic discovery module is used for detecting the state change of the IT resource configuration item data and triggering the association model engine to update the association relation data; the topology visualization module is used for generating an associated topology graph according to the associated relationship data; The application layer comprises a business impact analysis module and a service platform linkage module; The business impact analysis module is used for calculating business impact according to the association weight value and the association effective time and generating a business impact report; The service desk linkage module is used for automatically matching related configuration items according to the user request information and the business impact report, and generating a processing response by combining the related topological graph. According to the technical scheme, in order to solve the problems that a service system and IT resources in a traditional configuration management database are split, configuration item information is scattered and updated untimely and the like, for example, an order payment service of a certain enterprise depends on a plurality of payment servers and database clusters, when one database fails, the conventional system cannot rapidly evaluate the actual influence degree of the order service and cannot determine the processing priority, a unified configuration item library is arranged on a data layer, service configuration items, IT resource configuration items and association relations thereof are uniformly stored, association weight values and association effective time are introduced into the unified configuration item library, a two-way association model of the service and the IT resources is established on an association l