Shared knowledge base system based on operation and maintenance management and knowledge sharing method

Abstract

The invention discloses a shared knowledge base system based on operation and maintenance management and a knowledge sharing method, and relates to the technical field of knowledge bases, and the system comprises a knowledge input layer used for obtaining original operation and maintenance knowledge and a knowledge auditing layer used for auditing the original operation and maintenance knowledge obtained by the knowledge input layer; the knowledge retrieval layer is used for extracting corresponding operation and maintenance knowledge from a knowledge base according to received keywords and outputting the corresponding operation and maintenance knowledge according to the size of an execution coefficient, guiding an operation and maintenance engineer to solve the operation and maintenance fault problem more efficiently and scientifically, and improving the fault solving efficiency; after the operation and maintenance engineer receives the operation and maintenance knowledge, executing a corresponding solution and feeding back a solution result after the implementation of the corresponding solution to the knowledge base through the knowledge evaluation layer; in addition, the operation and maintenance engineer inputs operation and maintenance fault problems and corresponding solutions through the knowledge input layer, remote collection and summarization of various problems are achieved, the system adapts to the actual information requirements and development changes of the user, and the working efficiency of the operation and maintenance engineer is greatly improved.

Description

technical field [0001] The invention relates to the field of knowledge base technology, in particular to a shared knowledge base system and a knowledge sharing method based on operation and maintenance management. Background technique [0002] As the operation and maintenance outsourcing market gradually develops from the incubation period to the growth period, in order to improve the competitiveness of the business, the demand for operation and maintenance outsourcing services will be fully upgraded, from the implementation of partial operation and maintenance outsourcing services to the implementation of the overall strategy outsourcing services, the scope of demand continues to expand, which is undoubtedly an excellent market opportunity for IT outsourcing service providers, but for many service providers, how to provide customers with lower cost and higher efficiency High service quality, winning the trust of customers, and winning in the fierce competition pose new chal...

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Problems solved by technology

[0002] As the operation and maintenance outsourcing market gradually develops from the incubation period to the growth period, in order to improve the competitiveness of the business, the demand for operation and maintenance outsourcing services will be fully upgraded, from the implementation of partial operation and maintenance outsourcing services to the implementation of the overall strategy outsourcing services, the scope of demand continues to expand, which is undoubtedly an excellent market opportunity for IT outsourcing service providers, but for many service providers, how to provide customers with lower cost and higher efficiency High service quality wins the trust of customers and wins in fierce competition, which poses new challenges for IT operation and maintenance service providers

[0003] The traditional operation and maintenance management system lacks perfect knowledge management and cannot realize knowledge sharing. Operation and maintenance engineers cannot solve and answer questions in time when they encounter problems, and even if they solve the problems, they cannot save the solution. The next time they encounter similar Or the same problem can not be studied, wasting time and energy, and increasing expenses; at the same time, knowledge is often lost due to employee job adjustment or resignation; the work efficiency of operation and maintenance engineers is greatly reduced, the cost is increased, and the trust of customers is reduced. , we propose a shared knowledge base system and knowledge sharing method based on operation and maintenance management

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