Patent Publication Number: US-2016232049-A1

Title: Information processing apparatus, information processing method, and computer-readable recording medium

Description:
CROSS-REFERENCE TO RELATED APPLICATION 
     The present application claims priority to and incorporates by reference the entire contents of Japanese Patent Application No. 2015-023445 filed in Japan on Feb. 9, 2015. 
     BACKGROUND OF THE INVENTION 
     1. Field of the Invention 
     The present invention relates to an information processing apparatus, an information processing method, and a computer-readable recording medium. 
     2. Description of the Related Art 
     Conventionally, known has been a technique of managing operational statuses such as operation availability, the number of failures, and failure contents of a device in a customer environment and providing a customer with the operational statuses of the device as a service report in a field of an MPS (Managed Print Service). Detailed information of the technique can be obtained in Japanese Laid-open Patent Publication No. 2011-100283, for example. 
     However, the service report is used only for the purpose of checking whether or not a contract signed with a customer is honored in the conventional technique as explained above and device-related information which is accumulated daily in managing the operational statuses of the device has not been utilized for MPS service like a utilization for improving the operational statuses of the device. 
     SUMMARY OF THE INVENTION 
     It is an object of the present invention to at least partially solve the problems in the conventional technology. 
     According to an embodiment, there is provided an information processing apparatus that includes a processor that performs program stored in memory. The processor performs steps of: obtaining, for each of at least one region, status information concerning a non-normal status having occurred in at least one device arranged in the region, from among a plurality of devices to be managed; calculating operation information of the at least one device based on the obtained status information for each of the at least one region; and outputting recommendation information indicating a recommendation based on the operation information of the at least one device. 
     According to another embodiment, there is provided an information processing method performed by a processor that performs program stored in memory. The method includes steps of: storing status information concerning a non-normal status having occurred in a plurality of devices as management target; obtaining, for each of at least one region, status information of at least one device arranged in the region, from among a plurality of devices to be managed; calculating operation information of the at least one device based on the obtained status information for each of the at least one region; and outputting recommendation information indicating a recommendation based on the operation information of the at least one device. 
     According to still another embodiment, there is provided a non-transitory computer-readable storage medium with an executable program stored thereon and executed by a computer. The program instructs the computer to perform: obtaining, for each of at least one region, status information concerning a non-normal status having occurred in at least one device arranged in the region, from among a plurality of devices to be managed; calculating operation information of the at least one device based on the obtained status information for each of the at least one region; and outputting recommendation information indicating a recommendation based on the operation information of the at least one device. 
     The above and other objects, features, advantages and technical and industrial significance of this invention will be better understood by reading the following detailed description of presently preferred embodiments of the invention, when considered in connection with the accompanying drawings. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         FIG. 1  is a block diagram of an example of a configuration of an information processing system  1  according to a first embodiment; 
         FIG. 2  is a block diagram of an example of a hardware configuration of a customer management unit  10  according to the first embodiment; 
         FIG. 3  is a block diagram of an example of a functional configuration of the customer management unit  10  according to the first embodiment; 
         FIG. 4  illustrates an example of customer information according to the first embodiment; 
         FIG. 5  is a block diagram of an example of a hardware configuration of a group management unit  20  according to the first embodiment; 
         FIG. 6  is a block diagram of an example of a functional configuration of the group management unit  20  according to the first embodiment; 
         FIG. 7  illustrates an example of group information according to the first embodiment; 
         FIG. 8  is a block diagram of an example of a hardware configuration of a device management unit  30  according to the first embodiment; 
         FIG. 9  is a block diagram of an example of a functional configuration of the device management unit  30  according to the first embodiment; 
         FIG. 10  illustrates an example of device information according to the first embodiment; 
         FIG. 11  is a block diagram of an example of a hardware configuration of a status management unit  50  according to the first embodiment; 
         FIG. 12  is a block diagram of an example of a functional configuration of the status management unit  50  according to the first embodiment; 
         FIG. 13  illustrates an example of status information according to the first embodiment; 
         FIG. 14  is a block diagram of an example of a hardware configuration of an information processing apparatus  60  according to the first embodiment; 
         FIG. 15  is a block diagram of an example of a functional configuration of the information processing apparatus  60  according to the first embodiment; 
         FIG. 16  illustrates an example of a hierarchy structure of the customer information, the group information, the device information, and the status information according to the first embodiment; 
         FIG. 17  illustrates an example of operation information for each group according to the first embodiment; 
         FIG. 18  illustrates another example of operation information for each group according to the first embodiment; 
         FIG. 19  illustrates still another example of operation information for each group according to the first embodiment; 
         FIG. 20  illustrates an example of person recovery information according to the first embodiment; 
         FIG. 21  illustrates another example of person recovery information according to the first embodiment; 
         FIG. 22  illustrates still another example of person recovery information according to the first embodiment; 
         FIG. 23  illustrates an example of recommendation information according to the first embodiment; 
         FIG. 24  illustrates another example of recommendation information according to the first embodiment; 
         FIG. 25  illustrates still another example of recommendation information according to the first embodiment; 
         FIG. 26  is a flowchart of an example of a processing to be executed by the information processing apparatus according to the first embodiment; 
         FIG. 27  is a block diagram of an example of a configuration of an information processing apparatus according to a second embodiment; 
         FIG. 28  illustrates an example of a hierarchy structure of customer information, group information, device information, and status information according to the second embodiment; 
         FIG. 29  illustrates an example of operation information according to the second embodiment; 
         FIG. 30  illustrates another example of operation information according to the second embodiment; and 
         FIG. 31  is a flowchart of an example of a processing to be executed by the information processing apparatus according to the second embodiment. 
     
    
    
     DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS 
     Exemplary embodiments of an information processing apparatus, an information processing system, a recommendation method, and a computer program product will be explained in detail below with reference to the accompanying drawings. 
     First Embodiment 
       FIG. 1  is a block diagram of an example of a configuration of an information processing system  1  according to a first embodiment. As illustrated in  FIG. 1 , the information processing system  1  is provided with a customer management unit  10 , a group management unit  20 , a device management unit  30 , devices  40 - 1  to  40 - n  (n≧1), a status management unit  50 , an information processing apparatus  60 , and a user terminal  80 . The customer management unit  10 , the group management unit  20 , the device management unit  30 , the devices  40 - 1  to  40 - n , the status management unit  50 , the information processing apparatus  60 , and the user terminal  80  are connected via a network  2 . The network  2  is, for example, realized by the Internet, a LAN (Local Area Network), and the like. 
       FIG. 2  is a block diagram of an example of a hardware configuration of the customer management unit  10  according to the first embodiment. As illustrated in  FIG. 2 , the customer management unit  10 , which is provided with a control unit  11  such as a CPU (Central Processing Unit) and a GPU (Graphics Processing Unit), a main storage unit  12  such as a ROM (Read Only Memory) and a RAM (Random Access Memory), an auxiliary storage unit  13  such as an HDD (Hard Disk Drive) and an SSD (Solid State Drive), a display unit  14  such as a display, an input unit  15  such as a mouse, a keyset, and a touch-sensitive panel, and a communication unit  16  such as a communication interface, has a hardware configuration using a normal computer. The auxiliary storage unit  13 , the display unit  14 , the input unit  15 , and the communication unit  16  may be provided each as a built-in unit or an external unit. 
       FIG. 3  is a block diagram of an example of a functional configuration of the customer management unit  10  according to the first embodiment. The customer management unit  10 , which manages customer information, is provided with a customer information management unit  101  and a customer information storage unit  103  as illustrated in  FIG. 3 . The customer information management unit  101  can be realized by the control unit  11  and the main storage unit  12  and the customer information storage unit  103  can be realized by the auxiliary storage unit  13 , for example. 
     The customer information storage unit  103  stores customer information which is information concerning customers.  FIG. 4  illustrates an example of customer information according to the first embodiment. In the example illustrated in  FIG. 4 , customer information includes information in which GUID (Globally Unique Identifier), CustomerID, and Name are associated. The “GUID” is an identifier that identifies a record of customer information (column of customer information). The “CustomerID” (an example of customer identifying information) is an identifier that identifies a customer. The “Name” is a name of a customer. 
     The customer information management unit  101  manages an input and an output of the customer information stored in the customer information storage unit  103 . The customer information management unit  101  updates the customer information stored in the customer information storage unit  103  when new customer information is input or update information of existing customer information is input via the input unit  15  by a management person and the like of the customer management unit  10 , for example. 
     When a Name is input via the communication unit  16  from the information processing apparatus  60 , for example, the customer information management unit  101  obtains a record of customer information including the Name from the customer information stored in the customer information storage unit  103  and responds to the information processing apparatus  60  with the record. It is necessary that the record of the customer information obtained by the customer information management unit  101  at least includes the “CustomerID” associated with the “Name”. 
       FIG. 5  is a block diagram of an example of a hardware configuration of the group management unit  20  according to the first embodiment. As illustrated in  FIG. 5 , the group management unit  20 , which is provided with a control unit  21  such as a CPU and a GPU, a main storage unit  22  such as a ROM and a RAM, an auxiliary storage unit  23  such as an HDD and an SSD, a display unit  24  such as a display, an input unit  25  such as a mouse, a keyset, and a touch-sensitive panel, and a communication unit  26  such as a communication interface, has a hardware configuration using a normal computer. The auxiliary storage unit  23 , the display unit  24 , the input unit  25 , and the communication unit  26  may be provided each as a built-in unit or an external unit. 
       FIG. 6  is a block diagram of an example of a functional configuration of the group management unit  20  according to the first embodiment. The group management unit  20 , which manages group information, is provided with a group information management unit  201  and a group information storage unit  203  as illustrated in  FIG. 6 . The group information management unit  201  can be realized by the control unit  21  and the main storage unit  22  and the group information storage unit  203  can be realized by the auxiliary storage unit  23 , for example. 
     The group information storage unit  203  stores group information (an example of region information) which is information concerning groups of a customer. It is at least necessary that groups of a customer divide the customer into segments, and a region structure of the customer such as a continent, a country, a community, and a city can be listed. While a case where the region structure is adopted for groups is taken as an example in the first embodiment, the present invention is not limited thereto and an organization structure of the customer may be adopted, for example. Besides, a hierarchy structure may be adopted for groups. 
       FIG. 7  illustrates an example of group information according to the first embodiment. In the example illustrated in  FIG. 7 , group information includes information in which GUID, GroupID, CustomerID, Parent GroupID, and Name are associated. The “GUID” is an identifier that identifies a record of group information (column of group information). The “GroupID” (an example of region identifying information) is an identifier that identifies a group. The “CustomerID” is an identifier that identifies a customer. The “Parent GroupID” is an identifier that identifies a superior group. The “Name” is the name of a group. 
     In the examples illustrated in  FIGS. 4 and 7 , groups (region structure) of a company A whose CustomerID is “CUSTOMER001” includes Japan whose GroupID is “GROUP1”, America whose GroupID is “GROUP6”, Britain whose GroupID is “GROUP7”, and the like. Here, the hierarchy structure is such that Chiyoda city whose GroupID is “GROUP3”, Chuo city whose GroupID is “GROUP4”, and Minato city whose GroupID is “GROUP5” belong to Tokyo whose GroupID is “GROUP2” and which belongs to Japan whose GroupID is “GROUP1”. 
     The group information management unit  201  manages an input and an output of the group information stored in the group information storage unit  203 . The group information management unit  201  updates the group information stored in the group information storage unit  203  when new group information is input or update information of existing group information is input via the input unit  25  by a management person and the like of the group management unit  20 , for example. 
     When a CustomerID is input via the communication unit  26  from the information processing apparatus  60  for example, the group information management unit  201  obtains a record of group information including the CustomerID from the group information stored in the group information storage unit  203  and responds to the information processing apparatus  60  with the record. It is necessary that the record of the group information obtained by the group information management unit  201  at least includes the “GroupID” associated with the “CustomerID”. 
       FIG. 8  is a block diagram of an example of a hardware configuration of the device management unit  30  according to the first embodiment. As illustrated in  FIG. 8 , the device management unit  30 , which is provided with a control unit  31  such as a CPU and a GPU, a main storage unit  32  such as a ROM and a RAM, an auxiliary storage unit  33  such as an HDD and an SSD, a display unit  34  such as a display, an input unit  35  such as a mouse, a keyset, and a touch-sensitive panel, and a communication unit  36  such as a communication interface, has a hardware configuration using a normal computer. The auxiliary storage unit  33 , the display unit  34 , the input unit  35 , and the communication unit  36  may be provided each as a built-in unit or an external unit. 
       FIG. 9  is a block diagram of an example of a functional configuration of the device management unit  30  according to the first embodiment. The device management unit  30 , which manages device information of the devices  40 - 1  to  40 - n  (examples of a plurality of devices each as a management target), is provided with a device information management unit  301  and a device information storage unit  303  as illustrated in  FIG. 9 . The device information management unit  301  can be realized by the control unit  31  and the main storage unit  32  and the device information storage unit  303  can be realized by the auxiliary storage unit  33 , for example. 
     For the devices  40 - 1  to  40 - n , image forming devices such as a printer, a copying machine, an MFP (Multifunction Peripheral), a scanner device, and a facsimile device; various kinds of electronic devices such as a projector, a camera, an air conditioner, a refrigerator, a fluorescent light, a vending machine, and a hand-held terminal; a PC, and a tablet device can be listed. A multifunction peripheral includes at least two of a copying function, a printing function, a scanner function, and a facsimile function. While the devices  40 - 1  to  40 - n  are assumed to be image forming devices in the first embodiment, the present invention is not limited thereto. 
     The device information storage unit  303  stores device information of the devices  40 - 1  to  40 - n . The device information may be any information as long as the information is about device management.  FIG. 10  illustrates an example of device information according to the first embodiment. In the example illustrated in  FIG. 10 , the device information includes information in which GUID, SerialNumber, MACAddress, IPAddress, Host Name, Vendor Name, Model Name, Firmware Version, Setting Date, Lease Deadline, Initial Installation Cost, and GroupID are associated. 
     The “GUID” is an identifier that identifies a record of device information (column of device information). The “SerialNumber” (an example of model identifying information) is an identifier that identifies a device. A device with the SerialNumber is owned by a group with the GroupID (more specifically, by a customer with the CustomerID associated with the GroupID in the group information illustrated in  FIG. 7 ). The “MACAddress” is an MAC address of a device. The “IPAddress” is an IP address of a device. The “Host Name” is a host name of a device. The “Vendor Name” is a vendor name of a device. The “Model Name” (an example of model identifying information) is a model name that indicates a model as a classification of a device. The “Firmware Version” is a version of a firmware installed in a device. The “Setting Date” is a date when a device is set (installed) in a customer environment. The “Lease Deadline” is a deadline of a lease of a device to the customer. The “Initial Installation Cost is an initial cost necessary for an installation of a device to the customer environment. The “GroupID” is an identifier that identifies a group. 
     The device information management unit  301  manages an input and an output of the device information stored in the device information storage unit  303 . The device information management unit  301  obtains device information via the communication unit  36  from the devices  40 - 1  to  40 - n  for example, stores the device information in the device information storage unit  303  when the device information is new, and updates the device information stored in the device information storage unit  303  when the device information is existing device information. Specifically, the device information management unit  301  performs a communication using a general-purpose protocol such as the SNMP (Simple Network Management Protocol) generally used for device management with the devices  40 - 1  to  40 - n  to obtain device information. For a method of obtaining device information, a method in which the device information management unit  301  voluntarily obtains device information from the devices  40 - 1  to  40 - n  or a method in which the devices  40 - 1  to  40 - n  voluntarily notify the device management unit  30  (the device information management unit  301 ) of device information may be adopted. 
     When a GroupID is input from the information processing apparatus  60  via the communication unit  36  for example, the device information management unit  301  obtains a record of device information including the GroupID from the device information stored in the device information storage unit  303  and responds to the information processing apparatus  60  with the record. Here, it is necessary that the record of the device information obtained by the device information management unit  301  at least includes the “SerialNumber” associated with the “GroupID”. 
       FIG. 11  is a block diagram of an example of a hardware configuration of the status management unit  50  according to the first embodiment. As illustrated in  FIG. 11 , the status management unit  50 , which is provided with a control unit  51  such as a CPU and a GPU, a main storage unit  52  such as a ROM and a RAM, an auxiliary storage unit  53  such as an HDD and an SSD, a display unit  54  such as a display, an input unit  55  such as a mouse, a keyset, and a touch-sensitive panel, and a communication unit  56  such as a communication interface, has a hardware configuration using a normal computer. The auxiliary storage unit  53 , the display unit  54 , the input unit  55 , and the communication unit  56  may be provided each as a built-in unit or an external unit. 
       FIG. 12  is a block diagram of an example of a functional configuration of the status management unit  50  according to the first embodiment. The status management unit  50 , which manages status information concerning non-normal statuses having arisen in the devices  40 - 1  to  40 - n  (ticket), is provided with a status information management unit  501  and a status information storage unit  503  as illustrated in  FIG. 12 . The status information management unit  501  can be realized by the control unit  51  and the main storage unit  52  and the status information storage unit  503  can be realized by the auxiliary storage unit  53 , for example. 
     The status information storage unit  503  stores status information concerning non-normal statuses having arisen in the devices  40 - 1  to  40 - n . For non-normal statuses, which are statuses different from a normal status in which the device works normally, a status where an error occurs can be listed, for example. The status where an error occurs corresponds to a status where the device cannot work normally without resolving the error. 
       FIG. 13  illustrates an example of status information according to the first embodiment. In the example illustrated in  FIG. 13 , the status information includes information in which GUID, TicketID, Occurrence Date, Resolution Date, Close Time, Error Category, Error Summary, Support Summary, PersonID, Model Name, and SerialNumber are associated. 
     The “GUID” is an identifier that identifies a record of status information (column of status information). The “TicketID” is an identifier that identifies an error having occurred. The “Occurrence Date” is a date when an error occurred. The “Resolution Date” is a date when an error is resolved. The “Close Time” (an example of temporal information), which is a time required for causing a non-normal status to return to the normal status, i.e., a time required from the occurrence of the error to the resolution thereof, corresponds to a period calculated by a subtraction “Resolution Date”−“Occurrence Date”. A device in which an error occurred is considered to be in operation stop during the Close Time. The “Error Category” (an example of status classification identifying information), which identifies a classification of an error having occurred, is a category of an error, for example. The “Error Summary” is a summary of error content. The “Support Summary” is a summary of content of a support made to an error. The “PersonID” (an example of person identifying information) is an identifier that identifies a person who performed a support for causing the non-normal status to return to the normal status, i.e., a service person who resolved the error. The “Model Name” is a model name of a device in which an error occurred. The “SerialNumber” is an identifier that identifies a device in which an error occurred. 
     The status information management unit  501  manages an input and an output of the status information stored in the status information storage unit  503 . The status information management unit  501  updates the status information stored in the status information storage unit  503  when new status information is input to issue a ticket slip or when update information of existing status information is input to close the ticket via the input unit  55  by a management person of the status management unit  50 , for example. 
     When a SerialNumber is input via the communication unit  56  from the information processing apparatus  60 , the status information management unit  501  obtains a record of status information including the SerialNumber from the status information stored in the status information storage unit  503  and responds to the information processing apparatus  60  with the record. It is necessary that the record of the status information obtained by the status information management unit  501  at least includes the “Close Time” and the “Error Category” which are associated with the “SerialNumber”. 
       FIG. 14  is a block diagram of an example of a hardware configuration of the information processing apparatus  60  according to the first embodiment. As illustrated in  FIG. 14 , the information processing apparatus  60 , which is provided with a control unit  61  such as a CPU and a GPU, a main storage unit  62  such as a ROM and a RAM, an auxiliary storage unit  63  such as an HDD and an SSD, a display unit  64  such as a display, an input unit  65  such as a mouse, a keyset, and a touch-sensitive panel, and a communication unit  66  such as a communication interface, has a hardware configuration using a normal computer. The auxiliary storage unit  63 , the display unit  64 , the input unit  65 , and the communication unit  66  may be provided each as a built-in unit or an external unit. 
       FIG. 15  is a block diagram of an example of a functional configuration of the information processing apparatus  60  according to the first embodiment. The information processing apparatus  60  obtains customer information from the customer management unit  10 , group information from the group management unit  20 , device information from the device management unit  30 , and status information from the status management unit  50  and outputs recommendation information. Details of the recommendation information will be explained later. As illustrated in  FIG. 15 , the information processing apparatus  60  is provided with a customer information obtaining unit  601 , a group information obtaining unit  603  (an example of a region information obtaining unit), a device information obtaining unit  605 , a status information obtaining unit  607 , a calculator  609 , and an output unit  611 . 
     The customer information obtaining unit  601 , the group information obtaining unit  603 , the device information obtaining unit  605 , the status information obtaining unit  607 , and the output unit  611  can be realized by the control unit  61 , the main storage unit  62 , and the communication unit  66  and the calculator  609  can be realized by the control unit  61  and the main storage unit  62 , for example. 
       FIG. 16  illustrates an example of a hierarchy structure of the customer information, the group information, the device information, and the status information according to the first embodiment and exemplifies CustomerID as the customer information, GroupID as the group information, SerialNumber as the device information, Close Time/Error Category/PersonID as the status information. Information used for generating recommendation information has a hierarchy structure in which the Close Time/Error Category/PersonID belongs to the SerialNumber which belongs to the GroupID which belongs to the CustomerID as illustrated in  FIG. 16 . 
     The customer information obtaining unit  601  obtains customer information of a predetermined customer. When “company A” which is the Name of a predetermined customer is input from the user terminal  80  via the communication unit  66  for example, the customer information obtaining unit  601  transmits the Name to the customer management unit  10  via the communication unit  66  and obtains a record of customer information including the Name from the customer management unit  10  (the record whose GUID is “00001” in the example illustrated in  FIG. 4 ). The customer information obtaining unit  601  thus obtains customer information whose CustomerID indicates “CUSTOMER001” (company A), i.e., customer information of the company A which is the predetermined customer. 
     The group information obtaining unit  603  obtains group information of the predetermined customer by using the customer information of the predetermined customer obtained by the customer information obtaining unit  601 . The group information obtaining unit  603  transmits the CustomerID “CUSTOMER001” included in the record of the customer information obtained by the customer information obtaining unit  601  to the group management unit  20  via the communication unit  66 , for example, and obtains records of group information including the CustomerID (the records of GUIDs “00001” to “00007” in the example of the group information illustrated in  FIG. 7 ) from the group management unit  20 . The group information obtaining unit  603  thus obtains group information of the company A which is the predetermined customer. 
     The device information obtaining unit  605  obtains device information of the predetermined customer by using the group information of the predetermined customer obtained by the group information obtaining unit  603 . The device information obtaining unit  605  transmits at least any GroupID included in the records of the group information obtained by the group information obtaining unit  603  to the device management unit  30  via the communication unit  66  and obtains a record of device information including the GroupID from the device management unit  30 . 
     Here, the device information obtaining unit  605 , for example, transmits GroupIDs of the “Chiyoda city”, “Chuo city”, and “Minato city”, i.e., GroupIDs “GROUP3”, “GROUP4”, and “GROUP5” to the device management unit  30  via the communication unit  66  and obtains records of device information including any of those GroupIDs (the records of the GUIDs “00001” to “00004” in the example of the device information illustrated in  FIG. 10 ) from the device management unit  30 . The device information obtaining unit  605  thus obtains device information of devices installed in the Chiyoda city, the Chuo city, and the Minato city (more specifically, devices installed in a branch office and a regional office, locating at the Chiyoda city, the Chuo city, and the Minato city) of the company A which is the predetermined customer. 
     In the case where the device information obtaining unit  605  transmits a part of GroupIDs included in the records of the group information obtained by the group information obtaining unit  603  to the device management unit  30  as explained above, it is only necessary that the user terminal  80  specifies, via the communication unit  66 , a GroupID as a target of the transmission with respect to the device information obtaining unit  605 . Here, the device information obtaining unit  605  may transmit all the GroupIDs included in the records of the group information obtained by the group information obtaining unit  603  to the device management unit  30 . 
     The status information obtaining unit  607  uses the device information, obtained by the device information obtaining unit  605 , of the predetermined customer to obtain status information of a device indicated by the device information. The status information obtaining unit  607  transmits SerialNumbers “FA2233-000”, “BC2233-111”, “FA2233-001”, and “FA2233-002” (see  FIG. 10 ) included in the records of the device obtained by the device information obtaining unit  605  to the status management unit  50  via the communication unit  66 , for example. The status information obtaining unit  607  then obtains records of status information including any of those SerialNumbers (the records of GUIDs “00001” to “00003” in the example of the status information illustrated in  FIG. 13 ) from the status management unit  50 . 
     On this occasion, to associate the GroupID used for the obtainment with status information to be obtained, the status information obtaining unit  607  transmits SerialNumbers associated with the GroupID to the status management unit  50  for each GroupID. In the cases of the examples illustrated in  FIGS. 10 and 13 , the status information obtaining unit  607  transmits SerialNumbers “FA2233-000” and “BC2233-111” to the status management unit  50  as for the “GROUP3” and obtains a record whose GUID is “00001”. The status information obtaining unit  607  transmits SerialNumber “FA2233-001” to the status management unit  50  as for the “GROUP4” and obtains a record whose GUID is “00003”. The status information obtaining unit  607  transmits the SerialNumber “FA2233-002” to the status management unit  50  as for the “GROUP5” and obtains a record whose GUID is “00004”. 
     The status information obtaining unit  607  thus obtains status information of devices installed in each of the Chiyoda city, the Chuo city, and the Minato city of the company A. In other words, for each group indicated by the Group ID used for the obtainment, the status information obtaining unit  607  obtains status information of at least one device, arranged in the group, among the devices  40 - 1  to  40 - n.    
     For each group indicated by the Group ID used for the obtainment of device information, the calculator  609  calculates operation information of at least one device arranged in the group based on the status information obtained by the status information obtaining unit  607 . While an example of a case where the operation information is an average recovery time of a predetermined Error Category of at least one device arranged in a group is taken as an example and explained in the first embodiment, the present invention is not limited thereto. In the first embodiment, the calculator  609  further calculates person recovery information that indicates an average recovery time of a predetermined Error Category for each service person indicated by the PersonID included in the status information obtained by the status information obtaining unit  607 . Here, it is only necessary that the user terminal  80  specifies the predetermined Error Category with respect to the calculator  609  via the communication unit  66 . 
       FIGS. 17 to 19  illustrate examples of operation information for each group according to the first embodiment and specifically illustrate, for each group indicated by the GroupID used for the obtainment of the device information, an average recovery time of a predetermined Error Category of at least one device arranged in the group. The predetermined Error Category is “Paper JAM” in the example illustrated in  FIG. 17 , “Toner ERROR” in the example illustrated in  FIG. 18 , and “Network ERROR” in the example illustrated in  FIG. 19 . 
     Here, an average recovery time of a given group is calculated by dividing, by the number of records of status information for a predetermined Error Category, a value of a sum total of Close Time of the status information record for the predetermined Error Category among at least one status information record, obtained by the status information obtaining unit  607 , of the given group. For example, in the case of Chiyoda city in  FIG. 17 , since a sum total of the Close Time of the status information records for the Error Category “Paper JAM” is four hours among at least one status information record of the Chiyoda city obtained by the status information obtaining unit  607  and the number of status information records for the Error Category “Paper JAM” is four, the average recovery time is one hour. 
       FIGS. 20 to 22  illustrate examples of person recovery information according to the first embodiment and specifically illustrate an average recovery time of a predetermined Error Category for each service person indicated by the PersonID included in status information obtained by the status information obtaining unit  607 . The predetermined Error Category is “Paper JAM” in the example illustrated in  FIG. 17 , “Toner ERROR” in the example illustrated in  FIG. 18 , and “Network ERROR” in the example illustrated in  FIG. 19 . 
     Here, an average recovery time of a given service person is calculated by dividing, by the number of records of status information indicating the corresponding Error Category and the given service person, a value of a sum total of Close Time of the status information record whose Error Category is a predetermined Error Category and whose PersonID indicates the given service person among the status information records obtained by the status information obtaining unit  607 . For example, in the case of a person whose PersonID illustrated in  FIG. 20  is “1”, since a sum total of the Close Time of the record of the status information whose Error Category is “Paper JAM” and whose PersonID is “1” among the status information records obtained by the status information obtaining unit  607  is four hours and the number of status information records whose Error Category is “Paper JAM” and whose PersonID is “1” is four, the average recovery time is one hour. 
     The output unit  611  outputs recommendation information that indicates a recommendation based on at least one piece of operation information calculated by the calculator  609 . In the first embodiment, the output unit  611  outputs recommendation information presenting a recommendation based on at least one piece of operation information and person recovery information calculated by the calculator  609 . 
     Specifically, the output unit  611  uses the at least one piece of operation information calculated by the calculator  609  to specify a group whose average recovery time of a predetermined Error Category is the longest, and uses the person recovery information calculated by the calculator  609  to specify a service person with a PersonID whose average recovery time of the predetermined Error Category is the shortest. The output unit  611  then outputs, as recommendation information, information indicating a recommendation of associating the group whose average recovery time is the longest with the service person whose average recovery time is the shortest to the user terminal  80  via the communication unit  66 . 
       FIGS. 23 to 25  illustrate examples of recommendation information according to the first embodiment. The predetermined Error Category is “Paper JAM” in the example illustrated in  FIG. 23 , “Toner ERROR” in the example illustrated in  FIG. 24 , and “Network ERROR” in the example illustrated in  FIG. 25 . 
     The group whose average recovery time is the longest is Minato city in the example illustrated in  FIG. 17  and the service person whose average recovery time is the shortest has PersonID “1” in the example illustrated in  FIG. 20 . Specifically, though the respective average recovery times of the service person whose PersonID is “1” and the service person whose PersonID is “2” are one hour, the service person whose PersonID is “1” is of advantage because the number of cases is larger. While the respective average recovery times of the service person whose PersonID is “4” and the service person whose PersonID is “5” are zero hour, the service persons who deal with no case are exempted. The output unit  611  therefore outputs recommendation information of associating the Minato city whose average recovery time is the longest with the service person with PersonID “1” whose average recovery time is the shortest in the case where the predetermined Error Category is “Paper JAM” as illustrated in  FIG. 23 . 
     The group whose average recovery time is the longest is Chuo city in the example illustrated in  FIG. 18  and the service person whose average recovery time is the shortest is a service person whose PersonID is “6” in the example illustrated in  FIG. 21 . Therefore, the output unit  611  outputs recommendation information of associating the Chuo city whose average recovery time is the longest with the service person with PersonID “6” whose average recovery time is the shortest in the case where the predetermined Error Category is “Toner ERROR” as illustrated in  FIG. 24 . 
     The group whose average recovery time is the longest is Minato city in the example illustrated in  FIG. 19  and the service person whose average recovery time is the shortest has PersonID “4” or “6” in the example illustrated in  FIG. 22 . Therefore, the output unit  611  outputs recommendation information of associating the Minato city whose average recovery time is the longest with the service person with PersonID “4” or “6” whose average recovery time is the shortest in the case where the predetermined Error Category is “Network ERROR” as illustrated in  FIG. 25 . 
     The user terminal  80  inputs, to the information processing apparatus  60  on a browser, a Name of a predetermined customer, a GroupID as a transmission target among GroupIDs included in the records of the group information, and a predetermined Error Category to request for an output of recommendation information. The user terminal  80  then obtains the recommendation information output from the information processing apparatus  60  and displays the obtained recommendation information on the browser. 
       FIG. 26  is a flowchart of an example of a processing to be executed by the information processing apparatus  60  according to the first embodiment. 
     First, when the Name of a predetermined customer is input from the user terminal  80  via the network  2 , the customer information obtaining unit  601  of the information processing apparatus  60  transmits the Name to the customer management unit  10  via the network  2 , obtains a record of customer information including the Name from the customer management unit  10 , and obtains customer information of the predetermined customer (step S 101 ). 
     The group information obtaining unit  603  of the information processing apparatus  60  transmits a CustomerID included in the record of the customer information obtained by the customer information obtaining unit  601  to the group management unit  20  via the network  2 , obtains a record of group information including the CustomerID from the group management unit  20 , and obtains group information of the predetermined customer (step S 103 ). 
     The device information obtaining unit  605  of the information processing apparatus  60  then transmits at least any one of GroupIDs included in the record of the group information obtained by the group information obtaining unit  603  to the device management unit  30  via the network  2 , obtains a record of device information including the Group ID from the device management unit  30 , and obtains device information of the predetermined customer (step S 105 ). 
     The status information obtaining unit  607  of the information processing apparatus  60  then transmits, for each GroupID included in the record of the device information obtained by the device information obtaining unit  605 , a SerialNumber which is associated with the GroupID to the status management unit  50  via the network  2  and obtains a record of status information including the SerialNumber from the status management unit  50 , thereby obtaining status information of at least one device arranged in the group for each group indicated by the GroupID used for the obtainment of device information (step S 107 ). 
     The calculator  609  of the information processing apparatus  60  then calculates, for each group indicated by the GroupID used for the obtainment of device information, an average recovery time of a predetermined Error Category of at least one device arranged in the group based on the status information obtained by the status information obtaining unit  307  (step S 109 ). 
     Next, the calculator  609  of the information processing apparatus  60  further calculates person recovery information that indicates an average recovery time of a predetermined Error Category for each service person indicated by the PersonID included in the status information obtained by the status information obtaining unit  607  (step S 111 ). 
     Then, the output unit  611  of the information processing apparatus  60  uses at least one piece of operation information calculated by the calculator  609  to specify a group whose average recovery information of the predetermined category is the longest, and uses the person recovery information calculated by the calculator  609  to specify a service person with a PersonID whose average recovery time of the predetermined Error Category is the shortest. The output unit  611  outputs, as recommendation information to the user terminal  80  via the communication unit  66 , information recommending an association of the group whose average recovery time is the longest with the service person whose average recovery time is the shortest (step S 113 ). 
     As explained so far, it is possible in the first embodiment to recommend a service person whose average recovery time of a predetermined Error Category is the shortest to a group whose average recovery time of the predetermined Error Category is the longest by utilizing device-related information which is accumulated daily in managing the operational statuses of a device for MPS service, and thereby lead to an improvement in operation availability of the device by group unit. 
     Second Embodiment 
     In a second embodiment, an example of a case where operation information is average operation availability for each model of at least one device arranged in a group will be taken as an example and explained. A difference from the first embodiment will be explained mainly below, a constituent having the same function as the first embodiment will be assigned with the same name and reference symbol, and the explanation thereof will be omitted. 
       FIG. 27  is a block diagram of an example of a configuration of an information processing apparatus  1600  according to a second embodiment. As illustrated in  FIG. 27 , the information processing apparatus  1600  according to the second embodiment has difference in a calculator  1609  and an output unit  1611  from the first embodiment. 
       FIG. 28  illustrates an example of a hierarchy structure of customer information, group information, device information, and status information according to the second embodiment and exemplifies CustomerID as customer information, GroupID as group information, SerialNumber/Model Name as device information, and Close Time as status information. Information used for generating recommendation information has a hierarchy structure in which the Close Time belongs to the SerialNumber/Model Name which belongs to the GroupID which belongs to the CustomerID as illustrated in  FIG. 28 . 
     While the example in which the device information obtaining unit  605  obtains device information of devices installed in the Chiyoda city, Chuo city, and Minato city of the company A is explained in the first embodiment, the device information obtaining unit  605  is configured to obtain device information of devices installed in the company A in Japan in the second embodiment. Specifically, the device information obtaining unit  605  transmits GroupID “GROUP1” to the device management unit  30  via the communication unit  66  and obtains records of device information including the GroupID (the records of GUIDs “00001” to “00004” in the example of the device information illustrated in  FIG. 10 ) from the device management unit  30  in the second embodiment. 
     While the case where operation information is average operation availability for each Model Name of at least one device as explained is taken as an example and explained in the second embodiment, the present invention is not limited thereto. 
     The calculator  1609  calculates average operation availability for each Model Name of at least one device in the group indicated by the GroupID used for the obtainment of device information. For example, the calculator  1609  calculates average operation availability for each Model Name in the group through a division, by a sum total operation time of the Model Name, of time obtained by subtracting a sum total of Close Time included in status information of the Model Name in the status information obtained by the status information obtaining unit  607  from the sum total operation time of the model for each Model Name of the at least one device arranged in the group. 
     The calculation of the average operation availability will be explained specifically. Here, a device whose Model Name is “MPC 2500” will be taken as an example and explained. In this example, it is assumed that there are two devices, with SerialNumbers “FA2233-001” and “FA2233-002”, whose Model Name is “MPC 2500” installed in the company A in Japan and the status information obtained by the status information obtaining unit  607  is what is illustrated in  FIG. 13 . Besides, it is assumed that the average operation availability is a value per month and an estimated operation time of one device per month is 160 hours (8 hours×20 days). 
     In this case, since the sum total operation time of the device whose Model Name is “MPC 2500” installed in the company A in Japan is 320 hours (2 devices×160 hours), the sum total time of the Close Time is 22 hours (5 hours+17 hours) (see  FIG. 13 ), the average operation availability becomes 93.1% (100%×(320 hours−22 hours)/320 hours). 
       FIG. 29  illustrates an example of operation information according to the second embodiment and specifically illustrates average operation availability for each Model Name of the at least one device installed in the company A in Japan. In the example illustrated in  FIG. 29 , the average operation availability of a device whose Model Name is “MPC 1500” is the lowest and the average operation availability of a device whose Model Name is “MPC 3500” is the highest. 
     The output unit  1611  outputs recommendation information of recommending a model replacement of the at least one device based on the average operation availability calculated by the calculator  1609 . Specifically, the output unit  1611  outputs recommendation information of recommending a replacement from the model whose average operation availability is the lowest to the model whose average operation availability is the highest in the at least one device. 
       FIG. 30  illustrates an example of recommendation information according to the second embodiment. Since the average operation availability of the device whose Model Name is “MPC 1500” is the lowest and the average operation availability of the device whose Model Name is “MPC 3500” is the highest as explained with reference to  FIG. 29 , a replacement of the device whose Model Name is “MPC 1500” with the device whose Model Name is “MPC 3500” is recommended in the example illustrated in  FIG. 30 . 
       FIG. 31  is a flowchart of an example of a processing to be executed by the information processing apparatus  1600  according to the second embodiment. 
     A processing from step S 201  to step S 207  is the same as the processing from step S 101  to step S 107  in the flowchart illustrated in  FIG. 26 . 
     The calculator  1609  of the information processing apparatus  1600  calculates average operation availability for each Model Name of the at least one device in the group indicated by the GroupID used for the obtainment of device information (step S 209 ). 
     The output unit  1611  of the information processing apparatus  1600  then outputs recommendation information of recommending a replacement of the model whose average operation availability is the lowest with the model whose average operation availability is the highest in the at least one device in the group indicated by the GroupID used for the obtainment of device information to the user terminal  80  via the communication unit  66  (step S 211 ). 
     As explained so far, it is possible in the second embodiment to recommend a replacement of a model whose average operation availability is the lowest with a model whose average operation availability is the highest in at least one device in a group and to lead to the improvement in operation availability of device by group unit by utilizing, for MPS, device-related information which is accumulated daily in managing the operational statuses of device. Especially when the average operation availability differs, even in devices of the same model, from each other for each group (for each country, for example), it is of benefit that a recommendation of a replacement with a device whose average operation availability is high can be made. The difference in the average operation availability even in the devices of the same model for each group can be attributed to the difference in environment, for example. 
     Modification 
     In the above-explained embodiments, the device information managed by the device management unit and the status information managed by the status management unit may be built for the information processing system, may be information managed in a report system and the like that creates a service report of operational statuses of a device, or may be information with which the information managed in the report system is synchronized. Besides, the information processing system according to the embodiments may be realized as a function of a report system that creates a service report of operational statuses of a device. 
     While the example of building the information processing system by the customer management unit, the group management unit, the device management unit, the device, the status management unit, the information processing apparatus, and the user terminal is explained in the embodiments, the present invention is not limited thereto and it is possible to make a configuration such that a function of any of the units is substituted by another unit. For example, the information processing apparatus may be configured to be further provided with the functions of the customer management unit, the group management unit, the device management unit, and the status management unit to build the information processing system. 
     While the example in which the customer management unit stores customer information, the group management unit stores group information, the device management unit stores device information, and the status management unit stores status information is explained in the embodiments, at least any one of those pieces of information may be stored in an external unit (on a cloud, for example). 
     Programs 
     Programs to be executed in the customer management unit, the group management unit, the device management unit, the device, the status management unit, the information processing apparatus, and the user terminal (hereinbelow referred to as “units” according to the embodiments”) may be provided by being recorded in a file of an installable format or of an executable format in a computer-readable recording medium such as a CD-ROM, a CD-R, a memory card, a DVD (Digital Versatile Disk), and a flexible disk (FD). 
     The programs to be executed in the units according to the embodiments may be stored on a computer connected to a network such as the Internet and provided by being downloaded via the network. The programs to be executed in the units according to the embodiments may be provided or distributed via a network such as the Internet. The programs to be executed in the units according to the embodiments may be provided by being preloaded in a ROM and the like. 
     The programs to be executed in the units according to the embodiments have a module configuration that enables realizing the units explained above on a computer. As an actual hardware, the functional units are configured to be realized on a computer when the CPU reads out from the ROM onto the RAM and execute the programs. 
     According to the embodiments, there is an advantage of being capable of utilizing accumulated device-related information for service. 
     Although the invention has been described with respect to specific embodiments for a complete and clear disclosure, the appended claims are not to be thus limited but are to be construed as embodying all modifications and alternative constructions that may occur to one skilled in the art that fairly fall within the basic teaching herein set forth.