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An Ontology-Based and Model-Driven Approach for Designing IT Service Management Systems

An Ontology-Based and Model-Driven Approach for Designing IT Service Management Systems

María-Cruz Valiente, Cristina Vicente-Chicote, Daniel Rodríguez
Copyright: © 2011 |Volume: 2 |Issue: 2 |Pages: 17
ISSN: 1947-959X|EISSN: 1947-9603|EISBN13: 9781613509005|DOI: 10.4018/jssmet.2011040104
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MLA

Valiente, María-Cruz, et al. "An Ontology-Based and Model-Driven Approach for Designing IT Service Management Systems." IJSSMET vol.2, no.2 2011: pp.65-81. http://doi.org/10.4018/jssmet.2011040104

APA

Valiente, M., Vicente-Chicote, C., & Rodríguez, D. (2011). An Ontology-Based and Model-Driven Approach for Designing IT Service Management Systems. International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), 2(2), 65-81. http://doi.org/10.4018/jssmet.2011040104

Chicago

Valiente, María-Cruz, Cristina Vicente-Chicote, and Daniel Rodríguez. "An Ontology-Based and Model-Driven Approach for Designing IT Service Management Systems," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET) 2, no.2: 65-81. http://doi.org/10.4018/jssmet.2011040104

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Abstract

Currently, few projects applying a Model-Driven Engineering (MDE) approach start from high-level requirements models defined exclusively in terms of domain knowledge and business logic. Ontology Engineering (OE) aims to formalize and make explicit the knowledge related to a particular domain. In this vein, this paper presents a modeling approach, formalized in ontological terms, for defining high-level requirements models of software systems that provide support for the implementation of Information Technology Service Management Systems (ITSMSs). This approach allows for: (1) formalizing the knowledge associated to the ITSM processes contained in an ITSMS; (2) modeling the semantics of the activities associated to these processes in terms of workflows; (3) automatically generating the high-level requirements models of the workflow-based software systems needed to support (part of) the ITSM processes; and (4) from the latter, obtaining lower-level models (and eventually code) by means of automated model transformations. A real case study describing the use of this proposal to model an Incident Management System is also included to demonstrate the feasibility and the benefits of the proposed approach.

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