The Ontology of IT Service Management by Using ITILv.3 Framework: A Case Study for Incident Management
Mochamad Tri Dharmawan, Husni Tcja Sukmana, Luh Kesuma Wardhani, Yuditha Ichsani, Imam Subchi · 2018 Third International Conference on Informatics and Computing (ICIC) · 2018
One of the recent issues related to IT Services Management (ITSM) is automation in solving an incident (incident management). In order to bridge the issues, semantic web creation can become one of solutions and to create a semantic web, an ontology is required. Therefore, in this study an ITSM ontology designed by using the ITILv.3 framework for incident management process in domain service operation. The data used in this research is incident management data on university that has implemented the ITILv.3 framework. The process of designing the ontology was using the Methontology method and then be implemented in Portege software. The results obtained were measured using the OntoQA method, which obtained the relationship richness value of 0.27, the attribute richness value of 2.4 and inheritance richness of 3.2.