| 摘要 |
<P>PROBLEM TO BE SOLVED: To provide a support management method capable of taking into consideration a job situation of a maintenance person for a trouble-shooting measure without depending upon human skill of a manager and exactly and quickly performing a trouble-shooting measure against a fault that occurs in an external device installed at a remote place, a support management system for executing the method, and an information processing device provided in the system. <P>SOLUTION: When a management device 2 for trouble-shooting support receives fault information about a fault that occurs in target devices 1, 1, ..., installed at a remote place, the management device 2 acquires a contact procedure to the maintenance person for trouble-shooting measure and a job situation of the maintenance person for trouble-shooting measure on the basis of the received fault information. Then, it selects an optimum maintenance person on the basis of a relation between the acquired contact procedure and the job situation, and transmits a trouble-shooting instruction in priority to the communication terminal device 5 of the selected maintenance person. <P>COPYRIGHT: (C)2009,JPO&INPIT |
