本体驱动的IT服务管理系统模型研究

针对传统IT管理面临的配置信息不全、被动响应式的工作方式及IT部门充当"救火队"等问题,介绍了一种新的IT管理方式——以流程为导向、以客户为中心的IT管理实施方法,即IT服务管理(ITSM),分析了IT服务管理的原理,并将本体概念引入IT服务管理领域,提出了一个本体驱动的IT服务管理系统模型。通过本体将IT服务管理领域知识及过程形成的案例知识相互关联,为应用操作提供知识支持和指导,提高系统管理的智能化程度。

Study on ontology-driven IT service management system mode

The tranditional information technology(IT) management faces drawbacks including incomplete configuration information,reactive work mode and fire-fighting IT department.To copy with these problems,it introduces a new IT management model——IT Service Management (ITSM),which is process-oriented and customer-centric,After analyzing the principle of the ITSM,a ontology driven ITSM system model is proposed by applying the ontology concept to the ITSM domain.With the help of ontology,the ITSM domain knowledge and cases knowledge formed in the process are interrelated,to provide knowledge support and guidance for the application operations,and to improve the intelligence of system management.