SEMANTIC APPROACH UTILIZING DATA MINING AND CASE-BASED REASONING FOR IT SUPPORT SERVICE

Niloofer Shanavas, Shimmi Asokan

Abstract: Information Technology (IT) plays a very important role in all organizations. IT executives are constantly faced with problems that are difficult to tackle. Failure in IT service can interrupt the functioning of an organization. Case-Based Reasoning (CBR) is a problem solving methodology where experience in the form of past cases can be used to solve problems, thereby assisting the automation of problem solving and experience management. Furthermore, the performance, quality and efficiency of CBR systems can be enhanced through data mining. In order to support the IT team for faster and efficient problem resolution, a case-based reasoning approach integrated with data mining techniques could be utilized. In this paper, the study done on various CBR systems and data mining techniques for problem and experience management is explained. A system is proposed for IT experience and problem management with semantic retrieval in order to increase the efficiency and quality of the IT support service.

Keywords: Case-based reasoning, Data Mining, Experience management, IT problem management, IT support.

DOI: https://doi.org/10.15623/ijret.2014.0303066