Pinpoint: Problem Determination in Large, Dynamic Internet Services
DSN '02 Proceedings of the 2002 International Conference on Dependable Systems and Networks
Autonomous Information Services Integration and Allocation in Agent-Based Information Service System
IAT '03 Proceedings of the IEEE/WIC International Conference on Intelligent Agent Technology
The Design and Implementation of An OGSA-based Grid Information Service
ICWS '04 Proceedings of the IEEE International Conference on Web Services
IT Service Management: An Introduction : Based on ITIL (Japanese Version)
IT Service Management: An Introduction : Based on ITIL (Japanese Version)
HRIC: Hybrid Resource Information Service Architecture Based on GMA
ICEBE '05 Proceedings of the IEEE International Conference on e-Business Engineering
Architecture Model for Information Service in Large Scale Grid Environments
CCGRID '06 Proceedings of the Sixth IEEE International Symposium on Cluster Computing and the Grid
IAT '06 Proceedings of the IEEE/WIC/ACM international conference on Intelligent Agent Technology
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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.