IT服務管理：運用主題地圖與資料探勘

Abstract

隨著資訊科技的日益發展，企業對IT仰賴的程度逐漸提高。良好的IT管理，能夠使IT與商業成功地結合，協助企業提昇競爭力。IT管理需能有效處理各種複雜的狀況，例如事件管理須針對事件的發生迅速找到解決方案。IT服務管理(Information Technology Service Management, ITSM)，主要是結合企業的商務流程，提供企業高品質的IT服務，增強企業的競爭優勢。本研究基於IT服務管理的精神，提出一個以主題地圖為導覽基礎的事件管理支援架構，以主題地圖的資訊導覽與資料探勘的技術，協助事件管理者快速、有效地掌握事件的相關資訊，並透過事件屬性關聯的導引，提供事件管理適當的知識支援，協助事件的處理和解決。本研究並改良RT系統實作出一個Web介面的雛型系統以展示所提出架構之可行性。

Given that IT services are critical to the success of business, enterprises are increasingly seeking ways to make their IT effective and manageable. However, IT management is rather complicated in some situations. For example, it is not easy to quickly restore normal service operations when some unexpected incidents happen. By focusing on delivering and supporting high-quality IT services which are appropriate to the business requirements, ITSM (Information Technology Service Management) provides enterprises with not only an approach to align business with IT successfully but also a way to enhance their competitive advantages in the market. On the basis of ITSM, this research presents a system framework enhanced with Topic Maps for supporting the process of Incident Management. Data mining approach is applied to extract knowledge patterns from the historical incident logs. Based on the mining result, Topic Maps are employed to construct a map as knowledge support for Incident Management. Moreover, this work utilizes RT system and customizes it to demonstrate the management operations of presented system framework.