Toward a collaborative semantic wiki-based approach to IT service management
Frank Kleiner; Andreas Abecker
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 timeconsuming 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. --Semantic wiki ; collaboration ; ITSM ; configuration management; CMDB
Year of publication: |
2009
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Authors: | Kleiner, Frank ; Abecker, Andreas |
Published in: |
Proceedings of I-KNOW '09 : 9th International Conference on Knowledge Management and Knowledge Technologies ; proceedings of I-SEMANTICS '09, 5th International Conference on Semantic Systems, Graz, Austria, September 2 - 4, 2009. - Graz : Verl. d. Techn. Univ. [u.a.], ISBN 978-3-85125-060-2. - 2009, p. 424-434
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Saved in:
freely available
Type of publication: | Article |
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Type of publication (narrower categories): | Aufsatz im Buch ; Book section |
Language: | English |
Notes: | Systemvoraussetzungen: Acrobat Reader |
Other identifiers: | hdl:10419/44444 [Handle] |
Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10009513591
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