Service management is becoming more and more important within the area of IT service management. How to efficiently manage and organize service in complicated IT environments with frequent changes is a challenging issue. Service and the related information from different sources are characterized as diverse, incomplete, heterogeneous, and geographically distributed. It is hard to consume these complicated data without knowledge assistant. To address this problem, a knowledge engineering framework is proposed to tackle the challenges of acquisition, structuring and refinement of structured knowledge regarding existing different unstructured information resource, and the Bayesian network is utilized as the knowledge model. This framework can be successfully applied on key tasks in service management, such as problem determination and change impact analysis. And a real example of Cisco VoIP system is introduced to show the usefulness of this method.
['Wei Wang', 'Hao Wang', 'Bo Yang', 'Liang Liu', 'Peini Liu', 'Guosun Zeng']
A Bayesian knowledge engineering framework for service management