An Intelligent Help-Desk Framework for Effective Troubleshooting

Nowadays, technological infrastructure requires an intelligent virtual environment based on decision processes. These processes allow the coordination of individual elements and the tasks that connect them. Thus, incident resolution must be efficient and effective to achieve maximum productivity. In this paper, we present the design and implementation of an intelligent decision-support system applied in technology infrastructure at the University of Seville (Spain). We have used a Case Based Reasoning (CBR) methodology and an ontology to develop an intelligent system for supporting expert diagnosis and intelligent management of incidents. This is an innovative and interdisciplinary approach to knowledge management in problem-solving processes that are related to environmental issues. Our system provides an automatic semantic indexing for the generating of question/answer pairs, a case based reasoning technique for finding similar questions, and an integration of external information sources via ontologies. A real ontology-based question/answer platform named ExpertSOS is presented as a proof of concept. The intelligent diagnosis platform is able to identify and isolate the most likely cause of infrastructure failure in case of a faulty operation

Apellicon: a web-based tool for constructing and curating Textpresso databases.

As more research literature in the biological sciences is made available in electronic format, text mining systems are increasingly being used to improve the ability of investigators to retrieve relevant information. Through the use of advanced indexing techniques that utilize biological ontologies, semantic databases, and other formal representations of biological concepts text mining systems have been able to effectively parse biological literature. While text mining systems are increasingly effective at creating the linkages required to provide context-specific search results, the systems themselves are difficult to set up and use by novice computer users due to the highly technical nature of the applications. Because most researchers in the biological sciences do not have a strong computer science background we have focused on improving the quality of existing, proven text mining systems by implementing a web-based GUI that greatly improves the workflow of these systems. Textpresso in particular has an excellent web-based interface for searching literature but does not have an easy to use administrative interface. We developed the Apellicon interface to enable a wide range of users to build and manage a Textpresso database. An important feature of Apellicon is that it can enable groups to collaborate in building a Textpresso database

Towards a system redesign for better performance and customer satisfaction : a case study of the ICTS helpdesk at the University of Cape Town

Includes bibliographical references.This paper presents the findings from a study, which was carried out to investigate how the design of knowledge management systems could be improved for enhanced performance and greater customer satisfaction. The ICTS Department's helpdesk at the University of Cape Town, South Africa, was the venue for this case study. The study set out to meet the following objectives: - undertaking a knowledge acquisition strategy by carrying out a systems evaluation and analysis of the existing web-based user support system, - suggesting a knowledge representation model for an adaptive web-based user support system, and - developing and testing an online troubleshooter prototype for an improved knowledge use support system. To achieve the objectives of the study, knowledge engineering techniques were deployed on top of a qualitative research design. Questionnaires, which were supplemented by interview guides and observations, were the research tools used in gathering the data. In addition to this, a representative sample of the ICTS clientele and management was interviewed. It was discovered that poorly designed knowledge management systems cause frustration among the clientele who interact with the system. Specifically, it was found that the language used for knowledge representation plays a vital role in determining how best users can interpret knowledge items in a given knowledge domain. In other words, knowledge modelling and representation can improve knowledge representation if knowledge engineering techniques are appropriately followed in designing knowledge based systems. It was concluded that knowledge representation can be improved significantly if, firstly, the ontology technique is embraced as a mechanism of knowledge representation. Secondly, using hierarchies and taxonomies improves navigability in the knowledge structure. Thirdly, visual knowledge representation that supplements textual knowledge adds more meaning to the user, and is such a major and important technique that it can even cater for novice users

An ontology framework for developing platform-independent knowledge-based engineering systems in the aerospace industry

This paper presents the development of a novel knowledge-based engineering (KBE) framework for implementing platform-independent knowledge-enabled product design systems within the aerospace industry. The aim of the KBE framework is to strengthen the structure, reuse and portability of knowledge consumed within KBE systems in view of supporting the cost-effective and long-term preservation of knowledge within such systems. The proposed KBE framework uses an ontology-based approach for semantic knowledge management and adopts a model-driven architecture style from the software engineering discipline. Its phases are mainly (1) Capture knowledge required for KBE system; (2) Ontology model construct of KBE system; (3) Platform-independent model (PIM) technology selection and implementation and (4) Integration of PIM KBE knowledge with computer-aided design system. A rigorous methodology is employed which is comprised of five qualitative phases namely, requirement analysis for the KBE framework, identifying software and ontological engineering elements, integration of both elements, proof of concept prototype demonstrator and finally experts validation. A case study investigating four primitive three-dimensional geometry shapes is used to quantify the applicability of the KBE framework in the aerospace industry. Additionally, experts within the aerospace and software engineering sector validated the strengths/benefits and limitations of the KBE framework. The major benefits of the developed approach are in the reduction of man-hours required for developing KBE systems within the aerospace industry and the maintainability and abstraction of the knowledge required for developing KBE systems. This approach strengthens knowledge reuse and eliminates platform-specific approaches to developing KBE systems ensuring the preservation of KBE knowledge for the long term

Ontology mapping using description logic and bridging axioms

In the last decade various proposals have been made to promote fruitful and efficient collaboration among small and medium sized enterprises (SMEs) in the form of virtual enterprises (VEs). The success of VEs depends on seamless interoperability of knowledge and data sharing. Ontology implementation is becoming an essential and successful tool for VE operation but commonly ontology mapping is also required to achieve interoperability. The current state of the art in ontology mapping indicates that mapping systems require a great deal of human intervention as mapping brings various types of conflicts and inconsistencies. The ontology mapping method proposed in this paper uses description logic (DL) based bridging axioms between the ontologies. Atomic concept level similarity has been taken as input to establish the complex concepts and roles level mapping. Manufacturing and marketing enterprise ontologies are considered and their mapping has been demonstrated as an example of the proposed mapping process. © 2012 Elsevier B.V

Measuring Performance in Knowledge Intensive Processes

Knowledge-Intensive Processes (KIPs) are processes whose execution is heavily dependent on knowledge workers performing various interconnected knowledge-intensive decision-making tasks. Among other characteristics, KIPs are usually non-repeatable, collaboration-oriented, unpredictable and, in many cases, driven by implicit knowledge, derived from the capabilities and previous experiences of participants. Despite the growing body of research focused on understanding KIPs and on proposing systems to support these KIPs, the research question on how to define performance measures thereon remains open. In this paper, we address this issue with a proposal to enable the performance management of KIPs. Our approach comprises an ontology that allows us to define process performance indicators (PPIs) in the context of KIPs, and a methodology that builds on the ontology and the concepts of lead and lag indicators to provide process participants with actionable guidelines that help them conduct the KIP in a way that fulfills a set of performance goals. Both the ontology and the methodology have been applied to a case study of a real organization in Brazil to manage the performance of an Incident Troubleshooting Process within an ICT (Information and Communications Technology) Outsourcing Company.European Union's Horizon 2020 No 645751 (RISE_BPM)Junta de Andalucía P12-TIC-1867 (COPAS)Ministerio de Economía y Competitividad TIN2015-70560-R (BELI

Ontology supported competency system

Traditionally representation of competencies has been very difficult using computer-based techniques. This paper introduces competencies, how they are represented, and the related concept of competency frameworks and the difficulties in using traditional ontology techniques to formalise them. A “vaguely” formalised framework has been developed within the EU project TRACE and is presented. The framework can be used to represent different competencies and competency frameworks. Through a case study using an example from the IT sector, it is shown how these can be used by individuals and organisations to specify their individual competency needs. Furthermore it is described how these representations are used for comparisons between different specifications applying ontologies and ontology toolsets. The end result is a comparison that is not binary, but tertiary, providing “definite matches”, possible / partial matches, and “no matches” using a “traffic light” analogy

Method and Instruments for Modeling Integrated Knowledge

MIMIK (Method and Instruments for Modeling Integrated Knowledge) is a set of tools used to formalize and represent knowledge within organizations. It furthermore supports knowledge creation and sharing within communities of interest or communities of practice. In this paper we show that MIMIK is based on a model theory approach and builds on other existing methods and techniques. We also explain how to use the method and its instruments in order to model strategic objectives, processes, knowledge, and roles found within an organization, as well as relations existing between these elements. Indeed MIMIK provides eight types of models in order to describe what is commonly called know-how, know-why and know-what; it uses matrices in order to formally and semantically link strategic objectives, knowledge and actors. We close this paper with a presentation of a prototype we built in order to demonstrate a technical architecture allowing for knowledge creation, formalization and sharing.knowledge modelling; process modelling; public administration; methodology; knowledge sharing; RSS