Abnormality handling support apparatus, method, and program

An anomaly handling support method performed by an anomaly handling support apparatus that includes a memory and a hardware processor, the anomaly handling support method comprising:

• identifying an anomaly cause of an abnormal apparatus in a plurality of apparatuses;
• selecting an estimation model for estimating a handling method suitable for the anomaly cause from a plurality of estimation models based on a case performance on anomaly handling of the abnormal apparatus, wherein the case performance of the abnormal apparatus associates, for the anomaly cause, a plurality of handling methods with priorities of the plurality of handling methods,
• wherein selecting the estimation model comprises:
• acquiring a correct handling method included in the plurality of handling methods that has restored a past anomaly due to the anomaly cause, the past anomaly having occurred before a current anomaly that is occurring due to the anomaly cause in the abnormal apparatus,
• acquiring, for each of the plurality of estimation models, a number of times of handling until completion of the correct handling method based on a priority associated with a handling method corresponding to the correct handling method,
• acquiring, for each of the plurality of estimation models, a handling time until completion of the correct handling method based on a sum of handling times, each of the handling times being a handling time per one time of one or more handling methods each having a priority the number of which is equal to or less than the number of the priority associated with the handling method corresponding to the correct handling method, and
• selecting, based on the number of times of handling until completion of the correct handling method and the handling time until completion of the correct handling method, an estimation model for a handling method suitable for the anomaly cause from the plurality of estimation model;
• estimating a handling method suitable for the anomaly cause among the plurality of handling methods based on the selected estimation model;
• and
• outputting information indicating the estimated handling method.

A non-transitory computer readable medium used in an anomaly handling support apparatus that includes a memory and a hardware processor, the non-transitory computer readable medium causing the hardware processor to perform:

• identifying an anomaly cause of an abnormal apparatus in a plurality of apparatuses;
• selecting an estimation model for estimating a handling method suitable for the anomaly cause from a plurality of estimation models based on a case performance on anomaly handling of the abnormal apparatus, wherein the case performance of the abnormal apparatus associates, for the anomaly cause, a plurality of handling methods with priorities of the plurality of handling methods,
• wherein selecting the estimation model comprises:
• acquiring a correct handling method included in the plurality of handling methods that has restored a past anomaly due to the anomaly cause, the past anomaly having occurred before a current anomaly that is occurring due to the anomaly cause in the abnormal apparatus,
• acquiring, for each of the plurality of estimation models, a number of times of handling until completion of the correct handling method based on a priority associated with a handling method corresponding to the correct handling method,
• acquiring, for each of the plurality of estimation models, a handling time until completion of the correct handling method based on a sum of handling times, each of the handling times being a handling time per one time of one or more handling methods each having a priority the number of which is equal to or less than the number of the priority associated with the handling method corresponding to the correct handling method, and
• selecting, based on the number of times of handling until completion of the correct handling method and the handling time until completion of the correct handling method, an estimation model for a handling method suitable for the anomaly cause from the plurality of estimation model;
• estimating a handling method suitable for the anomaly cause among the plurality of handling methods based on the selected estimation model;
• and
• outputting information indicating the estimated handling method.