運用資料探勘與社會網路分析支援問題管理

Abstract

企業導入資訊系統協助企業運作流程之自動化以獲取最大利潤，然而企業導入越多IT系統，要處理的問題也就越多。因此，從IT服務管理之角度導入IT系統以支援企業運作更為重要。本研究主要是運用資料探勘與社會網路分析支援IT服務管理中的問題管理；運用關聯規則探勘，從歷史問題處理資料庫發掘相關的問題管理規則，進而找出問題發生的主因；此外，本研究運用社會網路分析方法發掘出相似工作者與相關問題解決專家的關係，從所建構之社會網路，使用者可尋找專家或與相似的工作者溝通合作以解決問題。最後，本研究實作一個Web系統以驗證所提方法的可行性。

IT (Information Technology) systems are often implemented to assist enterprises in automating their business operations to maximize business profit. With the more IT systems implemented, the more issues generated accordingly. Thus, it is very important to implement IT systems to support business operations from the view of IT service management. This research applies data mining and social network analysis to support problem management. Association rule mining is employed to discover the rules of problem management from the database of historical problems, and then find out the root causes. Moreover, social network analysis is used to discover the relationship between users and the specialists that can resolve the problems. According to the constructed Social Network, users can find specialists / similar workers, and cooperate with them to resolve the problems. Finally, a Web-based prototype system is implemented to evaluate the feasibility of the proposed work.