The Community for Technology Leaders
RSS Icon
Issue No.01 - First Quarter (2013 vol.6)
pp: 76-88
Wei Wang , Tongji University, Shanghai
Hao Wang , IBM China Research Laboratory, Beijing
Bo Yang , IBM China Research Laboratory, Beijing
Liang Liu , IBM China Research Laboratory, Beijing
Peini Liu , IBM China Research Laboratory, Beijing
Guosun Zeng , Tongji University, Shanghai
Service management is becoming more and more important within the area of IT management. How to efficiently manage and organize service in complicated IT service environments with frequent changes is a challenging issue. IT service and the related information from different sources are characterized as diverse, incomplete, heterogeneous, and geographically distributed. It is hard to consume these complicated services without knowledge assistant. To address this problem, a systematic way (with proposed toolsets and process) is proposed to tackle the challenges of acquisition, structuring, and refinement of structured knowledge. An integrated knowledge process is developed to guarantee the whole engineering procedure which utilizes Bayesian networks (BNs) 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.
Knowledge engineering, Bayesian methods, Buildings, Data models, Systematics, Data mining, Information services, change impact analysis, Service management, Bayesian networks, knowledge engineering, problem determination
Wei Wang, Hao Wang, Bo Yang, Liang Liu, Peini Liu, Guosun Zeng, "A Bayesian Network-Based Knowledge Engineering Framework for IT Service Management", IEEE Transactions on Services Computing, vol.6, no. 1, pp. 76-88, First Quarter 2013, doi:10.1109/TSC.2011.34
[1] A. Keller, "Managing Application Services over Service Provider Networks: Architecture and Dependency Analysis," Proc. IEEE/IFIP Network Operations and Management Symp. (NOMS '00), 2000.
[2] A. Ganek and K. Loeckner, "An Overview of IBM Service Management," IBM Systems J., vol. 46, no. 3, pp. 375-385, 2007.
[3] J.V. Bon et al., "Foundations of IT Service Management Based on ITIL," ITSM Library, Nov. 2006.
[4] Control Objectives for Information and Related Technology (COBIT), Information Systems Audit and Control Association (ISACA), http://www.isaca.orgcobit/, 2012.
[5] Recommendation M.3050: Enhanced Telecommunications Operations Map (eTOM)—Introduction, Int'l Telecomm. Union, http://www. , 2012.
[6] A.B. Brown and A. Keller, "A Best Practice Approach for Automating IT Management Processes," Proc. IEEE/IFIP 10th Network Operations and Management Symp. (NOMS '06), 2006.
[7] B. Yang et al., "Research and Implementation of Knowledge-Enhanced Information Services," Proc. Int'l Conf. Service Oriented Computing (ICSOC '07), 2007.
[8] I. Rish et al., "Adaptive Diagnosis in Distributed Systems," IEEE Trans. Neural Networks, vol. 16, no. 5, pp. 1088-1109, Sept. 2005.
[9] I. Rish et al., "Real-Time Problem Determination in Distributed Systems Using Active Probing," Proc. IEEE/IFIP Network Operations and Management Symp. (NOMS '04), 2004.
[10] S. Kätker and M. Paterok, "Fault Isolation and Event Correlation for Integrated Fault Management," Proc. IFIP/IEEE Fifth Int'l Symp. Integrated Network Management, 583-596, 1997.
[11] N. Joshi, W. Riley, J. Schneider, and Y.-S. Tan, "Integration of Domain-Specific IT Processes and Tools in IBM Service Management Impact Analysis," IBM Systems J., vol. 46, no. 3, pp. 497-512, 2007.
[12] B. Gruschke, "Integrated Event Management: Event Correlation Using Dependency Graphs," Proc. IFIP/IEEE Ninth Int'l Workshop Distributed Systems: Operations and Management (DSOM '98), Oct. 1998.
[13] W. Peng, T. Li, and S.Ma, "Mining Log Files for Data-Driven System Management," SIGKDD Explorations, vol. 1, no. 7, pp. 44-51, 2005.
[14] K.B. Korb and A.E. Nicholson, Bayesian Artificial Intelligence. Chapman & Hall/CRC, 2003.
[15] K.B. Laskey and S.M. Mahoney, "Network Engineering for Agile Belief Network Models," IEEE Trans. Knowledge and Data Eng., vol. 12, no. 4, pp. 487-498, July/Aug. 2000.
[16] O. Woodberry et al., "Parameterising Bayesian Networks," Proc. 17th Australian Joint Conf. Artificial Intelligence, 2004.
[17] Cisco Unified Communications Manager (CallManager), http://www. voicesw/ps556index.html, 2012.
[18] IBM Tivoli Change and Configuration Management Database (CCMDB), IBM Corporation, software/tivoli/ productsccmdb/, 2012.
[19] Distributed Management Task Force (DMTF): Common Information Model (CIM) Version 2.9, Specification, 2005.
[20] "TeleManagementForum: Shared Information/Data (SID) Model Concepts, Principles, and Domains," Technical Report GB 922 Member Evaluation Version 3.1, 2003.
[21] J. Case, K. McCloghrie, M. Rose, and S. Waldbusser, Structure of Management Information for SNMP V2, IETF RFC 1902, 1996.
[22] V.M.H. Coupe, L.C. van der Gaag, "Properties of Sensitivity Analysis of Bayesian Belief Networks," Annals of Math. and Artificial Intelligence, vol. 36, pp. 323-356, 2002.
[23] GeNIe, http:/, 2012.
[24] W. Wei et al., "A Bayesian Knowledge Engineering Framework for Service Management," Proc. Network Operations and Management Symp. (NOMS '08), pp. 771-774, Apr., 2008.
36 ms
(Ver 2.0)

Marketing Automation Platform Marketing Automation Tool