Towards a Collaborative Semantic Wiki-based Approach to IT Service Management

Publikationstyp
Konferenz
Autor(en)
Frank Kleiner and Andreas Abecker
Jahr
2009
Seiten
424--434
Monat
sep
Adresse
Graz, Austria
Buchtitel
Proceedings of I-SEMANTICS '09, 5th International Conference on Semantic Systems
Bearbeiter
Adrian Paschke and Hans Weigand and Wernher Behrendt and Klaus Tochtermann and Tassilo Pellegrini
Abstract
This paper proposes a collaborative approach to aspects of IT service management (ITSM) for agile information technology landscapes composed of technically knowledgeable users and fast changing requirements. The cost-intensive and time-consuming tasks of building and maintaining a configuration management database (CMDB) are accomplished in a distributed, collaborative way in a semantic wiki in cooperation between administrators, service desk personnel and users of the systems. Moreover, the paper introduces a flexible, wiki-based approach to change management for agile environments. Automatic consistency checks based on semantic information extracted from the wiki prevent misconfigurations and the unintentional application of conflicting configuration changes.
Link
http://www.researchgate.net/publication/230636122_Towards_a_Collaborative_Semantic_Wiki-based_Approach_to_IT_Service_Management?ev=prf_pub
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Eingetragen von
Frank Kleiner