ENHANCING IT SERVICE MANAGEMENT ONTOLOGY USING CROWDSOURCING

摘要

A computer implemented method performs an IT service management operation such as analyzing a problem, associated with an entity configuration in a domain having an ontology, wherein each entity has relationships with other entities. Information provided by the ontology is used to create a specified question pertaining to the operation. It is then determined whether an answer to the question is initially available. Responsive to an answer being initially available, information provided by the initially available answer and the ontology, selectively, is used to create a second question, wherein the second question pertains to the operation and is directed to one of the entities. Responsive to an answer to the specified question not being initially available, a crowdsourcing technique is used to seek an answer to the specified question.

主权项

1. In a configuration of entities, which are respectively included in a specified domain having a first ontology, wherein each entity has a relationship with each of one or more other entities, a computer implemented method for performing an Information Technology (IT) service management operation associated with the configuration comprising the steps of:
using information provided by the first ontology to create a specified question pertaining to the operation; determining whether an answer to the specified question is initially available; responsive to an answer to the specified question being initially available, using information provided by the initially available answer, and by the first ontology, selectively, to create a second question, wherein the second question pertains to the operation and is directed to at least one of the entities; and responsive to an answer to the specified question not being initially available, implementing a crowdsourcing procedure to seek an answer to the specified question.