Knowledge Discovery and Management within Service Centers

These days, most enterprise service centers deploy Knowledge Discovery and Management (KDM) systems to address the challenge of timely delivery of a resourceful service request resolution while efficiently utilizing the huge amount of data. These KDM systems facilitate prompt response to the critical service requests and if possible then try to prevent the service requests getting triggered in the first place. Nevertheless, in most cases, information required for a request resolution is dispersed and suppressed under the mountain of irrelevant information over the Internet in unstructured and heterogeneous formats. These heterogeneous data sources and formats complicate the access to reusable knowledge and increase the response time required to reach a resolution. Moreover, the state-of-the art methods neither support effective integration of domain knowledge with the KDM systems nor promote the assimilation of reusable knowledge or Intellectual Capital (IC). With the goal of providing an improved service request resolution within the shortest possible time, this research proposes an IC Management System. The proposed tool efficiently utilizes domain knowledge in the form of semantic web technology to extract the most valuable information from those raw unstructured data and uses that knowledge to formulate service resolution model as a combination of efficient data search, classification, clustering, and recommendation methods. Our proposed solution also handles the technology categorization of a service request which is very crucial in the request resolution process. The system has been extensively evaluated with several experiments and has been used in a real enterprise customer service center

Ontology-based composition and matching for dynamic cloud service coordination

Recent cross-organisational software service offerings, such as cloud computing, create higher integration needs. In particular, services are combined through brokers and mediators, solutions to allow individual services to collaborate and their interaction to be coordinated are required. The need to address dynamic management - caused by cloud and on-demand environments - can be addressed through service coordination based on ontology-based composition and matching techniques. Our solution to composition and matching utilises a service coordination space that acts as a passive infrastructure for collaboration where users submit requests that are then selected and taken on by providers. We discuss the information models and the coordination principles of such a collaboration environment in terms of an ontology and its underlying description logics. We provide ontology-based solutions for structural composition of descriptions and matching between requested and provided services

Forum Session at the First International Conference on Service Oriented Computing (ICSOC03)

The First International Conference on Service Oriented Computing (ICSOC) was held in Trento, December 15-18, 2003. The focus of the conference ---Service Oriented Computing (SOC)--- is the new emerging paradigm for distributed computing and e-business processing that has evolved from object-oriented and component computing to enable building agile networks of collaborating business applications distributed within and across organizational boundaries. Of the 181 papers submitted to the ICSOC conference, 10 were selected for the forum session which took place on December the 16th, 2003. The papers were chosen based on their technical quality, originality, relevance to SOC and for their nature of being best suited for a poster presentation or a demonstration. This technical report contains the 10 papers presented during the forum session at the ICSOC conference. In particular, the last two papers in the report ere submitted as industrial papers

A service broker for Intercloud computing

This thesis aims at assisting users in finding the most suitable Cloud resources taking into account their functional and non-functional SLA requirements. A key feature of the work is a Cloud service broker acting as mediator between consumers and Clouds. The research involves the implementation and evaluation of two SLA-aware match-making algorithms by use of a simulation environment. The work investigates also the optimal deployment of Multi-Cloud workflows on Intercloud environments

Personalized information systems : enabling technologies and architecture

Personalized Information Systems are ICT applications that exhibit personalized behaviour, adjusted to the preferences or needs of their users. Personalized Information Systems can bring up business benefits related to customer relationship or to increased efficiency of organizational work. This work characterizes the Personalized Information Systems in what concerns types of personalized features, presents the enabling technologies, and suggests a general architecture for Personalized Information Systems.Fundação para a Ciência e a Tecnologia (FCT

FIPA-based reference architecture for efficient discovery and selection of appropriate cloud service using cloud ontology

[EN] Cloud computing is considered the latest emerging computing paradigm and has brought revolutionary changes in computing technology. With the advancement in this field, the number of cloud users and service providers is increasing continuously with more diversified services. Consequently, the selection of appropriate cloud service has become a difficult task for a new cloud customer. In case of inappropriate selection of a cloud services, a cloud customer may face the vendor locked-in issue and data portability and interoperability problems. These are the major obstacles in the adoption of cloud services. To avoid these complexities, a cloud customer needs to select an appropriate cloud service at the initial stage of the migration to the cloud. Many researches have been proposed to overcome the issues, but problems still exist in intercommunication standards among clouds and vendor locked-in issues. This research proposed an IEEE multiagent Foundation for Intelligent Physical Agent (FIPA) compliance multiagent reference architecture for cloud discovery and selection using cloud ontology. The proposed approach will mitigate the prevailing vendor locked-in issue and also alleviate the portability and interoperability problems in cloud computing. To evaluate the proposed reference architecture and compare it with the state-of-the-art approaches, several experiments have been performed by utilizing the commonly used performance measures. Analysis indicates that the proposed approach enables significant improvements in cloud service discovery and selection in terms of search efficiency, execution, and response timeAbbas, G.; Mehmood, A.; Lloret, J.; Raza, MS.; Ibrahim, M. (2020). FIPA-based reference architecture for efficient discovery and selection of appropriate cloud service using cloud ontology. International Journal of Communication Systems. 33(14):1-14. https://doi.org/10.1002/dac.4504114331

Toward Self-Organising Service Communities

This paper discusses a framework in which catalog service communities are built, linked for interaction, and constantly monitored and adapted over time. A catalog service community (represented as a peer node in a peer-to-peer network) in our system can be viewed as domain specific data integration mediators representing the domain knowledge and the registry information. The query routing among communities is performed to identify a set of data sources that are relevant to answering a given query. The system monitors the interactions between the communities to discover patterns that may lead to restructuring of the network (e.g., irrelevant peers removed, new relationships created, etc.)