Construction Of Network Fault Management System Facing Knowledge Service

Operation and management of network is a career stored with alot of tacit knowledge. "No fixed method to fault diagnosis" thisreflects from the side that there are a large number of effectivemethods and many knowledge which not yet standardized anddominance in the field of network operation and maintenance.Therefore, the professional knowledge and ability of operation andmaintenance of the campus network is far more than what have beenfounded, inducted and formatted by network experts. Still there are alot of hidden knowledge to be tapped, processed, sorting andutilization.Based on analysis of current network fault management, thispaper brings knowledge service theory and method into networkbreakdown management, and build a university network faultmanagement system which featured with user self-servicecharacteristics. This paper detailed introduces the functionalmodules of university network fault management system, andexpounds the role of the each functional module. From all kinds of explicit and implicit information resources, thispaper collects problems which users encounter using computers andthe Internet, together with solution and measures. Then process, sortand refine the resources to build a network fault knowledge base,which provide users (common users and network administrator) withknowledge service, and set up a service network, while at the sametime optimize and perfect existing network management system. Thispaper proposes user to learn and solve network problems by self bymaking use of network fault knowledge base, in order to improve thework efficiency. As for the enrichment of network fault knowledgebase, we use knowledge representation, and encourage users to takepart in enrichment activities in the relative perfect reviewmechanism.In the actual operation of university network fault managementsystem, network users can learn network fault knowledge via theself-service module, which to a certain extent; improve theproblem-solving ability of simple network breakdown. At the sametime, self-service module can help some younger networkadministrators who have less experience to get trouble shootingexperience from older network administrators, thus enhance theirability to solve the network breakdown. The designed conversionmechanism between explicit knowledge and implicit knowledge canbetter promote the identification of identified dominant knowledgefrom tacit knowledge, improved the performance of knowledgeservice.This system is fully functional. It lays foundation for informationrequired for good network environment for the development of higher education, and strengthens the storage of user network faultknowledge; at the same time improve users’ work efficiency, whichreduce the pressure of network management center.