IT service management supported by semantic
Karol Furdík · 2011
Main objective of this paper is to present the idea of semantic structures to support IT Service Management processes. Utilizing the principles of Semantic Web and knowledge technologies with the standardized IT service management processes can provide a framework for designing and maintaining interoperable service-based applications. In presented paper we describe the conceptual framework for developing a semantic model of ITIL, one of the selected ITSM frameworks, and also discusses future work including the implementation and planned testing environment. I. IT SERVICE MANAGEMENT To precisely define what a service management is, it is needed to specify what the service is, more concrete, what is the IT service. According to (14) a service is a means of delivering value to by facilitating outcomes want to achieve without the ownership of specific risks and costs. This definition of service is rather general. Speaking of IT services we will consider the services that in some way facilitate ICT technologies to its use. Then, a simple example of IT service and customer outcome satisfied by this service can be: Customer outcome: Sales people spending more time interacting with customers facilitated by service: Remote access service that enables reliable access to corporate sales systems from sales people's laptops