Research On Ontology-Based ITSM Knowledge Representation And Retrival

Information Technology Service Management (ITSM) is a process-oriented, customer-centric approach, which makes use of the integration of IT services and the organization of business to improve the ability and the level of IT service delivery and service support.. Information Technology Infrastrature Library (ITIL), as a best practice IT service management, is widely used all over the world. In the ten ITIL management processes, the estabalistment and management of knowledge base is essential for knowledge accumulation, transfer, sharing, and improving responsiveness and quality of operation and maintenance. In knowledge management of ITSM, all information which can be used to deal with incidents and problems encountered in daily work, provide effective help to the investigation of the potential risk and is relevant to the operation and maintenance and help desk, the daily work of second and third tier support staff can be submitted to the Knowledge Base. But the way of knowledge organization in traditional knowledge management system is usually by storing the knowledge and experience in the pieces of records in WORD documents or texts, then stored in database, which makes the database has hundreds of redundancy information and also limits the retrieval of knowledge to simple syntax-level keyword matching. This is not only imprecise for knowledge acquisition but also easily resulting in knowledge being misused or mistakenly deleted because of keywords failed design.In terms of a number of issues of the organization and representation of knowledge in ITSM as well as the superiority of ontology in the expression of semantic information, this paper proposes an ontology-based IT service management knowledge modeling and retrieval method. Importing ontology in ITSM, by analyzing the characteristics of the knowledge in ITSM system, this paper built the corresponding knowledge model based on ontology, given the OWL (Ontology Web Language) language description.Through term or concept expressing the knowledge while revealing the intrinsic relationship between the knowledge, this method makes the organization and search more beneficial to users, promote the intelligence of knowledge management in ITSM. According to the design of ITSM knowledge representation, ontology-based ITSM knowledge model is divided into four parts in accordance with their respective roles.There are the concept of ontology, classification of ontology, ontology of resources, knowledge case ontology. Besides, this paper constructed sub-library and given principals of ontology stored in relational database, making it easy to use and sharing of resources. On knowledge retrieval, knowledge in ontology knowledge base is organized and associated not only through the longitudinal generic classification, but also through the ontology association (semantic association), inference engine then uses this knowledge to reason, which can greatly improve the retrieval recall and precision. At the same time, this paper introduced various key technologies in the implementation process, such as ontology storage, reasoning, semantic search, and analysis of ontology knowledge base using Jena to access and maintain the knowledge base, and gave some concrete realization code, and pointed out the some problems during development process.