Towards a Collaborative Semantic Wiki-based Approach to IT Service Management
Frank Kleiner and Andreas Abecker
Proceedings of I-SEMANTICS '09, 5th International Conference on Semantic Systems
Adrian Paschke and Hans Weigand and Wernher Behrendt and Klaus Tochtermann and Tassilo Pellegrini
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.