INCIDENT AND PROBLEM MANAGEMENT USING A SEMANTIC WIKI-ENABLED ITSM PLATFORM

Frank Kleiner, Andreas Abecker, Marco Mauritczat

2012

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.

Paper Citation

in Harvard Style

Kleiner F., Mauritczat M. and Abecker A. (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 1: ICAART, ISBN 978-989-8425-95-9, pages 363-372. DOI: 10.5220/0003751303630372

in Bibtex Style

@conference{icaart12,
author={Frank Kleiner and Marco Mauritczat and Andreas Abecker},
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 1: ICAART,},
year={2012},
pages={363-372},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0003751303630372},
isbn={978-989-8425-95-9},
}

in EndNote Style

TY - CONF
JO - Proceedings of the 4th International Conference on Agents and Artificial Intelligence - Volume 1: ICAART,
TI - INCIDENT AND PROBLEM MANAGEMENT USING A SEMANTIC WIKI-ENABLED ITSM PLATFORM
SN - 978-989-8425-95-9
AU - Kleiner F.
AU - Mauritczat M.
AU - Abecker A.
PY - 2012
SP - 363
EP - 372
DO - 10.5220/0003751303630372