Authors:
Frank Kleiner
1
;
Andreas Abecker
2
and
Marco Mauritczat
3
Affiliations:
1
FZI Forschungszentrum Informatik, Germany
;
2
Disy Informationssysteme GmbH, Germany
;
3
Infomotion GmbH, Germany
Keyword(s):
IT service management, Semantic Wiki, Ontology-based information systems, Collaborative ITSM.
Related
Ontology
Subjects/Areas/Topics:
Artificial Intelligence
;
Collaboration and e-Services
;
e-Business
;
Enterprise Engineering
;
Enterprise Information Systems
;
Enterprise Ontologies
;
Formal Methods
;
Knowledge Engineering and Ontology Development
;
Knowledge-Based Systems
;
Ontologies
;
Semantic Web
;
Simulation and Modeling
;
Soft Computing
;
Symbolic Systems
Abstract:
IT Service Management (ITSM) is concerned with providing IT services to customers. In order to improve the provision of services, ITSM frameworks (e.g., ITIL) mandate the storage of all IT-relevant information in a central Configuration Management System (CMS). This paper describes our Semantic Incident and Problem Analyzer, which builds on a SemanticWiki-based Configuration Management System. The Semantic Incident and Problem Analyzer assists IT-support personnel in tracking down the causes of incidents and problems in complex IT landscapes. It covers two use cases: (1) by analyzing the similarities between two or more system configurations with problems, it suggests possible locations of the problem; (2) by analyzing changes over time of a component with a problem, possible configuration changes are reported which might have led to the problem.