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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

ISBN: 978-989-8425-95-9

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.

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Paper citation in several formats:
Kleiner, F.; Abecker, A. and Mauritczat, M. (2012). INCIDENT AND PROBLEM MANAGEMENT USING A SEMANTIC WIKI-ENABLED ITSM PLATFORM.In Proceedings of the 4th International Conference on Agents and Artificial Intelligence - Volume 2: ICAART, ISBN 978-989-8425-95-9, pages 363-372. DOI: 10.5220/0003751303630372

@conference{icaart12,
author={Frank Kleiner. and Andreas Abecker. and Marco Mauritczat.},
title={INCIDENT AND PROBLEM MANAGEMENT USING A SEMANTIC WIKI-ENABLED ITSM PLATFORM},
booktitle={Proceedings of the 4th International Conference on Agents and Artificial Intelligence - Volume 2: ICAART,},
year={2012},
pages={363-372},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0003751303630372},
isbn={978-989-8425-95-9},
}

TY - CONF

JO - Proceedings of the 4th International Conference on Agents and Artificial Intelligence - Volume 2: ICAART,
TI - INCIDENT AND PROBLEM MANAGEMENT USING A SEMANTIC WIKI-ENABLED ITSM PLATFORM
SN - 978-989-8425-95-9
AU - Kleiner, F.
AU - Abecker, A.
AU - Mauritczat, M.
PY - 2012
SP - 363
EP - 372
DO - 10.5220/0003751303630372

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