INCIDENT AND PROBLEM MANAGEMENT USING A SEMANTIC WIKI-ENABLED ITSM PLATFORM
Frank G. Kleiner, Andreas Abecker, Marco Mauritczat · 2012
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 Semantic Wiki-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