Semantic web ontologies based knowledge management framework for IT service management

Abstract

Technology driven organisations are investing hugely in training and knowledge enrichment of their employees. This is due to the fact that knowledge is now considered as an asset by organisations. Additionally, with emerging technologies, organisations are also spending heavily in Information and Communication Technology (ICT) to enhance their internal operations and processes. Among the various internal processes, Knowledge Management is an area which has been there since many years but when it is about the application of latest technology and innovations for Knowledge Management practices, there are huge opportunities. This paper presents an analysis of various KM frameworks available for different domains and based on current state and limitation identified, it proposes a Semantic Web Ontology based Knowledge Management System for IT Service Industry.