Research and implementation of knowledge-enhanced information services

Abstract

Information isolation has been identified as a big challenge in IT Service Management (ITSM). Existing ITSM practices mostly rely on configuration information and are geared towards individual applications and processes. However, information available in complicated IT infrastructure goes beyond data from the configuration management domain. How to efficiently extract and integrate the hidden knowledge from a wide variety of information sources is a major pain point for ITSM. In this paper, a threading strategy (TS) with KPI mark and knowledge-enhanced information services is proposed to improve ITSM quality. The essential contribution of this work is to organize the highly complex IT service information with KPI mark and to build a knowledge repository for accumulateing and reusing experts' knowledge. In addition, a prototype called BIANCHIN is implemented to explore this knowledge-enhanced information services framework. Finally, a real business application of Cisco VoIP system is used as a case study for evaluating the effectiveness and efficiency of the knowledge-enhanced information services framework. © Springer-Verlag Berlin Heidelberg 2007.