Collaboration environment for ITIL

This paper describes a knowledge-based collaboration environment for ITIL which is aimed at making work of IT consultants dealing with planning, designing and implementing ITIL processes easier. The collaboration environment organizes work of consultants around built-in ITIL concepts and allows them to map and refine concepts for a particular customer engagement. The collaboration environment is designed as a so- called domain wiki that has, in contrast to other wikis, a pre-populated knowledge base built-in, which actively guides further information gathering and refinement as collaborative processes by consultants. In this paper we present the design of a domain wiki for ITIL. Common ITIL knowledge is modeled from a subset of the ITIL publications and represented as an RDF knowledge base. Inferences on this knowledge base allow users to determine the aspects that need to be refined by consultants for particular engagements. Provided facts are then added to the knowledge base. In ongoing research we investigate how such a knowledge base can be established for the domain of ITIL. One approach we take is a manual knowledge engineering effort; another investigation is how text analysis techniques can be used to automatically learn facts from ITIL publications.