CINXE.COM

<!DOCTYPE html> <html lang="en" dir="ltr"> <head>  <script async src="https://www.googletagmanager.com/gtag/js?id=G-P63WKM1TM1"></script> <script> window.dataLayer = window.dataLayer || []; function gtag(){dataLayer.push(arguments);} gtag('js', new Date()); gtag('config', 'G-P63WKM1TM1'); </script>  <script type="text/javascript" > (function(m,e,t,r,i,k,a){m[i]=m[i]||function(){(m[i].a=m[i].a||[]).push(arguments)}; m[i].l=1*new Date(); for (var j = 0; j < document.scripts.length; j++) {if (document.scripts[j].src === r) { return; }} k=e.createElement(t),a=e.getElementsByTagName(t)[0],k.async=1,k.src=r,a.parentNode.insertBefore(k,a)}) (window, document, "script", "https://mc.yandex.ru/metrika/tag.js", "ym"); ym(55165297, "init", { clickmap:false, trackLinks:true, accurateTrackBounce:true, webvisor:false }); </script> <noscript><div><img src="https://mc.yandex.ru/watch/55165297" style="position:absolute; left:-9999px;" alt="" /></div></noscript>    <title>Search results for: ITIL</title> <meta name="description" content="Search results for: ITIL"> <meta name="keywords" content="ITIL"> <meta name="viewport" content="width=device-width, initial-scale=1, minimum-scale=1, maximum-scale=1, user-scalable=no"> <meta charset="utf-8"> <link href="https://cdn.waset.org/favicon.ico" type="image/x-icon" rel="shortcut icon"> <link href="https://cdn.waset.org/static/plugins/bootstrap-4.2.1/css/bootstrap.min.css" rel="stylesheet"> <link href="https://cdn.waset.org/static/plugins/fontawesome/css/all.min.css" rel="stylesheet"> <link href="https://cdn.waset.org/static/css/site.css?v=150220211555" rel="stylesheet"> </head> <body> <header> <div class="container"> <nav class="navbar navbar-expand-lg navbar-light"> <a class="navbar-brand" href="https://waset.org"> <img src="https://cdn.waset.org/static/images/wasetc.png" alt="Open Science Research Excellence" title="Open Science Research Excellence" /> </a> <button class="d-block d-lg-none navbar-toggler ml-auto" type="button" data-toggle="collapse" data-target="#navbarMenu" aria-controls="navbarMenu" aria-expanded="false" aria-label="Toggle navigation"> <span class="navbar-toggler-icon"></span> </button> <div class="w-100"> <div class="d-none d-lg-flex flex-row-reverse"> <form method="get" action="https://waset.org/search" class="form-inline my-2 my-lg-0"> <input class="form-control mr-sm-2" type="search" placeholder="Search Conferences" value="ITIL" name="q" aria-label="Search"> <button class="btn btn-light my-2 my-sm-0" type="submit"><i class="fas fa-search"></i></button> </form> </div> <div class="collapse navbar-collapse mt-1" id="navbarMenu"> <ul class="navbar-nav ml-auto align-items-center" id="mainNavMenu"> <li class="nav-item"> <a class="nav-link" href="https://waset.org/conferences" title="Conferences in 2024/2025/2026">Conferences</a> </li> <li class="nav-item"> <a class="nav-link" href="https://waset.org/disciplines" title="Disciplines">Disciplines</a> </li> <li class="nav-item"> <a class="nav-link" href="https://waset.org/committees" rel="nofollow">Committees</a> </li> <li class="nav-item dropdown"> <a class="nav-link dropdown-toggle" href="#" id="navbarDropdownPublications" role="button" data-toggle="dropdown" aria-haspopup="true" aria-expanded="false"> Publications </a> <div class="dropdown-menu" aria-labelledby="navbarDropdownPublications"> <a class="dropdown-item" href="https://publications.waset.org/abstracts">Abstracts</a> <a class="dropdown-item" href="https://publications.waset.org">Periodicals</a> <a class="dropdown-item" href="https://publications.waset.org/archive">Archive</a> </div> </li> <li class="nav-item"> <a class="nav-link" href="https://waset.org/page/support" title="Support">Support</a> </li> </ul> </div> </div> </nav> </div> </header> <main> <div class="container mt-4"> <div class="row"> <div class="col-md-9 mx-auto"> <form method="get" action="https://publications.waset.org/abstracts/search"> <div id="custom-search-input"> <div class="input-group"> <i class="fas fa-search"></i> <input type="text" class="search-query" name="q" placeholder="Author, Title, Abstract, Keywords" value="ITIL"> <input type="submit" class="btn_search" value="Search"> </div> </div> </form> </div> </div> <div class="row mt-3"> <div class="col-sm-3"> <div class="card"> <div class="card-body"><strong>Commenced</strong> in January 2007</div> </div> </div> <div class="col-sm-3"> <div class="card"> <div class="card-body"><strong>Frequency:</strong> Monthly</div> </div> </div> <div class="col-sm-3"> <div class="card"> <div class="card-body"><strong>Edition:</strong> International</div> </div> </div> <div class="col-sm-3"> <div class="card"> <div class="card-body"><strong>Paper Count:</strong> 10</div> </div> </div> </div> <h1 class="mt-3 mb-3 text-center" style="font-size:1.6rem;">Search results for: ITIL</h1> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">10</span> Ontology Mapping with R-GNN for IT Infrastructure: Enhancing Ontology Construction and Knowledge Graph Expansion</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Andrey%20Khalov">Andrey Khalov</a> </p> <p class="card-text"><strong>Abstract:</strong></p> The rapid growth of unstructured data necessitates advanced methods for transforming raw information into structured knowledge, particularly in domain-specific contexts such as IT service management and outsourcing. This paper presents a methodology for automatically constructing domain ontologies using the DOLCE framework as the base ontology. The research focuses on expanding ITIL-based ontologies by integrating concepts from ITSMO, followed by the extraction of entities and relationships from domain-specific texts through transformers and statistical methods like formal concept analysis (FCA). In particular, this work introduces an R-GNN-based approach for ontology mapping, enabling more efficient entity extraction and ontology alignment with existing knowledge bases. Additionally, the research explores transfer learning techniques using pre-trained transformer models (e.g., DeBERTa-v3-large) fine-tuned on synthetic datasets generated via large language models such as LLaMA. The resulting ontology, termed IT Ontology (ITO), is evaluated against existing methodologies, highlighting significant improvements in precision and recall. This study advances the field of ontology engineering by automating the extraction, expansion, and refinement of ontologies tailored to the IT domain, thus bridging the gap between unstructured data and actionable knowledge. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=ontology%20mapping" title="ontology mapping">ontology mapping</a>, <a href="https://publications.waset.org/abstracts/search?q=knowledge%20graphs" title=" knowledge graphs"> knowledge graphs</a>, <a href="https://publications.waset.org/abstracts/search?q=R-GNN" title=" R-GNN"> R-GNN</a>, <a href="https://publications.waset.org/abstracts/search?q=ITIL" title=" ITIL"> ITIL</a>, <a href="https://publications.waset.org/abstracts/search?q=NER" title=" NER"> NER</a> </p> <a href="https://publications.waset.org/abstracts/192575/ontology-mapping-with-r-gnn-for-it-infrastructure-enhancing-ontology-construction-and-knowledge-graph-expansion" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/192575.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">15</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">9</span> Innovation in Information Technology Services: Framework to Improve the Effectiveness and Efficiency of Information Technology Service Management Processes, Projects and Decision Support Management </h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Pablo%20Cardozo%20Herrera">Pablo Cardozo Herrera</a> </p> <p class="card-text"><strong>Abstract:</strong></p> In a dynamic market of Information Technology (IT) Service and with high quality demands and high performance requirements in decreasing costs, it is imperative that IT companies invest organizational effort in order to increase the effectiveness of their Information Technology Service Management (ITSM) processes through the improvement of ITSM project management and through solid support to the strategic decision-making process of IT directors. In this article, the author presents an analysis of common issues of IT companies around the world, with strategic needs of information unmet that provoke their ITSM processes and projects management that do not achieve the effectiveness and efficiency expected of their results. In response to the issues raised, the author proposes a framework consisting of an innovative theoretical framework model of ITSM management and a technological solution aligned to the Information Technology Infrastructure Library (ITIL) good practices guidance and ISO/IEC 20000-1 requirements. The article describes a research that proves the proposed framework is able to integrate, manage and coordinate in a holistic way, measurable and auditable, all ITSM processes and projects of IT organization and utilize the effectiveness assessment achieved for their strategic decision-making process increasing the process maturity level and improving the capacity of an efficient management. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=innovation%20in%20IT%20services" title="innovation in IT services">innovation in IT services</a>, <a href="https://publications.waset.org/abstracts/search?q=ITSM%20processes" title=" ITSM processes"> ITSM processes</a>, <a href="https://publications.waset.org/abstracts/search?q=ITIL%20and%20ISO%2FIEC%2020000-1" title=" ITIL and ISO/IEC 20000-1"> ITIL and ISO/IEC 20000-1</a>, <a href="https://publications.waset.org/abstracts/search?q=IT%20service%20management" title=" IT service management"> IT service management</a>, <a href="https://publications.waset.org/abstracts/search?q=IT%20service%20excellence" title=" IT service excellence"> IT service excellence</a> </p> <a href="https://publications.waset.org/abstracts/74112/innovation-in-information-technology-services-framework-to-improve-the-effectiveness-and-efficiency-of-information-technology-service-management-processes-projects-and-decision-support-management" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/74112.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">397</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">8</span> Information Technology Service Management System Measurement Using ISO20000-1 and ISO15504-8</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Imam%20Asrowardi">Imam Asrowardi</a>, <a href="https://publications.waset.org/abstracts/search?q=Septafiansyah%20Dwi%20Putra"> Septafiansyah Dwi Putra</a>, <a href="https://publications.waset.org/abstracts/search?q=Eko%20Subyantoro"> Eko Subyantoro</a> </p> <p class="card-text"><strong>Abstract:</strong></p> Process assessments can improve IT service management system (IT SMS) processes but the assessment method is not always transparent. This paper outlines a project to develop a solution- mediated process assessment tool to enable transparent and objective SMS process assessment. Using the international standards for SMS and process assessment, the tool is being developed following the International standard approach in collaboration and evaluate by expert judgment from committee members and ITSM practitioners. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=SMS" title="SMS">SMS</a>, <a href="https://publications.waset.org/abstracts/search?q=tools%20evaluation" title=" tools evaluation"> tools evaluation</a>, <a href="https://publications.waset.org/abstracts/search?q=ITIL" title=" ITIL"> ITIL</a>, <a href="https://publications.waset.org/abstracts/search?q=ISO%20service" title=" ISO service"> ISO service</a> </p> <a href="https://publications.waset.org/abstracts/69733/information-technology-service-management-system-measurement-using-iso20000-1-and-iso15504-8" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/69733.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">480</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">7</span> Towards a Common Architecture for Cloud Computing Interoperability</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Sana%20Kouchi">Sana Kouchi</a>, <a href="https://publications.waset.org/abstracts/search?q=Hassina%20Nacer"> Hassina Nacer</a>, <a href="https://publications.waset.org/abstracts/search?q=Kadda%20Beghdad-bey"> Kadda Beghdad-bey</a> </p> <p class="card-text"><strong>Abstract:</strong></p> Cloud computing is growing very fast in the market and has become one of the most controversial discussed developments in recent years. Cloud computing providers become very numerous in these areas and each of them prefers its own cloud computing infrastructure, due to the incompatibility of standards and cloud access formats, which prevents them from accepting to support cloud computing applications in a standardized manner, this heterogeneity creates the problem of interoperability between clouds, and considering that cloud customers are probably in search of an interoperable cloud computing, where they will have total control over their applications and simply migrate their services as needed, without additional development investment. A cloud federation strategy should be considered. In this article, we propose a common architecture for the cloud that is based on existing architectures and also the use of best practices from ICT frameworks, such as IBM, ITIL, NIST, etc., to address the interoperability of architectures issues in a multi-cloud system. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=cloud%20computing" title="cloud computing">cloud computing</a>, <a href="https://publications.waset.org/abstracts/search?q=reference%20architecture" title=" reference architecture"> reference architecture</a>, <a href="https://publications.waset.org/abstracts/search?q=interoperability" title=" interoperability"> interoperability</a>, <a href="https://publications.waset.org/abstracts/search?q=standard" title=" standard"> standard</a> </p> <a href="https://publications.waset.org/abstracts/129198/towards-a-common-architecture-for-cloud-computing-interoperability" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/129198.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">172</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6</span> Human Errors in IT Services, HFACS Model in Root Cause Categorization</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Kari%20Saarelainen">Kari Saarelainen</a>, <a href="https://publications.waset.org/abstracts/search?q=Marko%20Jantti"> Marko Jantti</a> </p> <p class="card-text"><strong>Abstract:</strong></p> IT service trending of root causes of service incidents and problems is an important part of proactive problem management and service improvement. Human error related root causes are an important root cause category also in IT service management, although it鈥檚 proportion among root causes is smaller than in the other industries. The research problem in this study is: How root causes of incidents related to human errors should be categorized in an ITSM organization to effectively support service improvement. Categorization based on IT service management processes and based on Human Factors Analysis and Classification System (HFACS) taxonomy was studied in a case study. HFACS is widely used in human error root cause categorization across many industries. Combining these two categorization models in a two dimensional matrix was found effective, yet impractical for daily work. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=IT%20service%20management" title="IT service management">IT service management</a>, <a href="https://publications.waset.org/abstracts/search?q=ITIL" title=" ITIL"> ITIL</a>, <a href="https://publications.waset.org/abstracts/search?q=incident" title=" incident"> incident</a>, <a href="https://publications.waset.org/abstracts/search?q=problem" title=" problem"> problem</a>, <a href="https://publications.waset.org/abstracts/search?q=HFACS" title=" HFACS"> HFACS</a>, <a href="https://publications.waset.org/abstracts/search?q=swiss%20cheese%20model" title=" swiss cheese model"> swiss cheese model</a> </p> <a href="https://publications.waset.org/abstracts/27369/human-errors-in-it-services-hfacs-model-in-root-cause-categorization" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/27369.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">488</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">5</span> Measurement Tools of the Maturity Model for IT Service Outsourcing in Higher Education Institutions</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Victoriano%20Valencia%20Garc%C3%ADa">Victoriano Valencia Garc铆a</a>, <a href="https://publications.waset.org/abstracts/search?q=Luis%20Usero%20Aragon%C3%A9s"> Luis Usero Aragon茅s</a>, <a href="https://publications.waset.org/abstracts/search?q=Eugenio%20J.%20Fern%C3%A1ndez%20Vicente"> Eugenio J. Fern谩ndez Vicente</a> </p> <p class="card-text"><strong>Abstract:</strong></p> Nowadays, the successful implementation of ICTs is vital for almost any kind of organization. Good governance and ICT management are essential for delivering value, managing technological risks, managing resources and performance measurement. In addition, outsourcing is a strategic IT service solution which complements IT services provided internally in organizations. This paper proposes the measurement tools of a new holistic maturity model based on standards ISO/IEC 20000 and ISO/IEC 38500, and the frameworks and best practices of ITIL and COBIT, with a specific focus on IT outsourcing. These measurement tools allow independent validation and practical application in the field of higher education, using a questionnaire, metrics tables, and continuous improvement plan tables as part of the measurement process. Guidelines and standards are proposed in the model for facilitating adaptation to universities and achieving excellence in the outsourcing of IT services. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=IT%20governance" title="IT governance">IT governance</a>, <a href="https://publications.waset.org/abstracts/search?q=IT%20management" title=" IT management"> IT management</a>, <a href="https://publications.waset.org/abstracts/search?q=IT%20services" title=" IT services"> IT services</a>, <a href="https://publications.waset.org/abstracts/search?q=outsourcing" title=" outsourcing"> outsourcing</a>, <a href="https://publications.waset.org/abstracts/search?q=maturity%20model" title=" maturity model"> maturity model</a>, <a href="https://publications.waset.org/abstracts/search?q=measurement%20tools" title=" measurement tools"> measurement tools</a> </p> <a href="https://publications.waset.org/abstracts/17602/measurement-tools-of-the-maturity-model-for-it-service-outsourcing-in-higher-education-institutions" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/17602.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">591</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">4</span> Domain specific Ontology-Based Knowledge Extraction Using R-GNN and Large Language Models</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Andrey%20Khalov">Andrey Khalov</a> </p> <p class="card-text"><strong>Abstract:</strong></p> The rapid proliferation of unstructured data in IT infrastructure management demands innovative approaches for extracting actionable knowledge. This paper presents a framework for ontology-based knowledge extraction that combines relational graph neural networks (R-GNN) with large language models (LLMs). The proposed method leverages the DOLCE framework as the foundational ontology, extending it with concepts from ITSMO for domain-specific applications in IT service management and outsourcing. A key component of this research is the use of transformer-based models, such as DeBERTa-v3-large, for automatic entity and relationship extraction from unstructured texts. Furthermore, the paper explores how transfer learning techniques can be applied to fine-tune large language models (LLaMA) for using to generate synthetic datasets to improve precision in BERT-based entity recognition and ontology alignment. The resulting IT Ontology (ITO) serves as a comprehensive knowledge base that integrates domain-specific insights from ITIL processes, enabling more efficient decision-making. Experimental results demonstrate significant improvements in knowledge extraction and relationship mapping, offering a cutting-edge solution for enhancing cognitive computing in IT service environments. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=ontology%20mapping" title="ontology mapping">ontology mapping</a>, <a href="https://publications.waset.org/abstracts/search?q=R-GNN" title=" R-GNN"> R-GNN</a>, <a href="https://publications.waset.org/abstracts/search?q=knowledge%20extraction" title=" knowledge extraction"> knowledge extraction</a>, <a href="https://publications.waset.org/abstracts/search?q=large%20language%20models" title=" large language models"> large language models</a>, <a href="https://publications.waset.org/abstracts/search?q=NER" title=" NER"> NER</a>, <a href="https://publications.waset.org/abstracts/search?q=knowlege%20graph" title=" knowlege graph"> knowlege graph</a> </p> <a href="https://publications.waset.org/abstracts/192578/domain-specific-ontology-based-knowledge-extraction-using-r-gnn-and-large-language-models" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/192578.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">16</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">3</span> A Systemic Maturity Model</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Emir%20H.%20Pernet">Emir H. Pernet</a>, <a href="https://publications.waset.org/abstracts/search?q=Jeimy%20J.%20Cano"> Jeimy J. Cano</a> </p> <p class="card-text"><strong>Abstract:</strong></p> Maturity models, used descriptively to explain changes in reality or normatively to guide managers to make interventions to make organizations more effective and efficient, are based on the principles of statistical quality control promulgated by Shewhart in the years 30, and on the principles of PDCA continuous improvement (Plan, Do, Check, Act) developed by Deming and Juran. Some frameworks developed over the concept of maturity models includes COBIT, CMM, and ITIL. This paper presents some limitations of traditional maturity models, most of them based on points of reflection and analysis done by some authors. Almost all limitations are related to the mechanistic and reductionist approach of the principles over those models are built. As Systems Theory helps the understanding of the dynamics of organizations and organizational change, the development of a systemic maturity model can help to overcome some of those limitations. This document proposes a systemic maturity model, based on a systemic conceptualization of organizations, focused on the study of the functioning of the parties, the relationships among them, and their behavior as a whole. The concept of maturity from the system theory perspective is conceptually defined as an emergent property of the organization, which arises from as a result of the degree of alignment and integration of their processes. This concept is operationalized through a systemic function that measures the maturity of an organization, and finally validated by the measuring of maturity in organizations. For its operationalization and validation, the model was applied to measure the maturity of organizational Governance, Risk and Compliance (GRC) processes. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=GRC" title="GRC">GRC</a>, <a href="https://publications.waset.org/abstracts/search?q=maturity%20model" title=" maturity model"> maturity model</a>, <a href="https://publications.waset.org/abstracts/search?q=systems%20theory" title=" systems theory"> systems theory</a>, <a href="https://publications.waset.org/abstracts/search?q=viable%20system%20model" title=" viable system model"> viable system model</a> </p> <a href="https://publications.waset.org/abstracts/17076/a-systemic-maturity-model" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/17076.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">312</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">2</span> Ontology Expansion via Synthetic Dataset Generation and Transformer-Based Concept Extraction</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Andrey%20Khalov">Andrey Khalov</a> </p> <p class="card-text"><strong>Abstract:</strong></p> The rapid proliferation of unstructured data in IT infrastructure management demands innovative approaches for extracting actionable knowledge. This paper presents a framework for ontology-based knowledge extraction that combines relational graph neural networks (R-GNN) with large language models (LLMs). The proposed method leverages the DOLCE framework as the foundational ontology, extending it with concepts from ITSMO for domain-specific applications in IT service management and outsourcing. A key component of this research is the use of transformer-based models, such as DeBERTa-v3-large, for automatic entity and relationship extraction from unstructured texts. Furthermore, the paper explores how transfer learning techniques can be applied to fine-tune large language models (LLaMA) for using to generate synthetic datasets to improve precision in BERT-based entity recognition and ontology alignment. The resulting IT Ontology (ITO) serves as a comprehensive knowledge base that integrates domain-specific insights from ITIL processes, enabling more efficient decision-making. Experimental results demonstrate significant improvements in knowledge extraction and relationship mapping, offering a cutting-edge solution for enhancing cognitive computing in IT service environments. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=ontology%20expansion" title="ontology expansion">ontology expansion</a>, <a href="https://publications.waset.org/abstracts/search?q=synthetic%20dataset" title=" synthetic dataset"> synthetic dataset</a>, <a href="https://publications.waset.org/abstracts/search?q=transformer%20fine-tuning" title=" transformer fine-tuning"> transformer fine-tuning</a>, <a href="https://publications.waset.org/abstracts/search?q=concept%20extraction" title=" concept extraction"> concept extraction</a>, <a href="https://publications.waset.org/abstracts/search?q=DOLCE" title=" DOLCE"> DOLCE</a>, <a href="https://publications.waset.org/abstracts/search?q=BERT" title=" BERT"> BERT</a>, <a href="https://publications.waset.org/abstracts/search?q=taxonomy" title=" taxonomy"> taxonomy</a>, <a href="https://publications.waset.org/abstracts/search?q=LLM" title=" LLM"> LLM</a>, <a href="https://publications.waset.org/abstracts/search?q=NER" title=" NER"> NER</a> </p> <a href="https://publications.waset.org/abstracts/192579/ontology-expansion-via-synthetic-dataset-generation-and-transformer-based-concept-extraction" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/192579.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">14</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">1</span> A Controlled Natural Language Assisted Approach for the Design and Automated Processing of Service Level Agreements</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Christopher%20Schwarz">Christopher Schwarz</a>, <a href="https://publications.waset.org/abstracts/search?q=Katrin%20Riegler"> Katrin Riegler</a>, <a href="https://publications.waset.org/abstracts/search?q=Erwin%20Zinser"> Erwin Zinser</a> </p> <p class="card-text"><strong>Abstract:</strong></p> The management of outsourcing relationships between IT service providers and their customers proofs to be a critical issue that has to be stipulated by means of Service Level Agreements (SLAs). Since service requirements differ from customer to customer, SLA content and language structures vary largely, standardized SLA templates may not be used and an automated processing of SLA content is not possible. Hence, SLA management is usually a time-consuming and inefficient manual process. For overcoming these challenges, this paper presents an innovative and ITIL V3-conform approach for automated SLA design and management using controlled natural language in enterprise collaboration portals. The proposed novel concept is based on a self-developed controlled natural language that follows a subject-predicate-object approach to specify well-defined SLA content structures that act as templates for customized contracts and support automated SLA processing. The derived results eventually enable IT service providers to automate several SLA request, approval and negotiation processes by means of workflows and business rules within an enterprise collaboration portal. The illustrated prototypical realization gives evidence of the practical relevance in service-oriented scenarios as well as the high flexibility and adaptability of the presented model. Thus, the prototype enables the automated creation of well defined, customized SLA documents, providing a knowledge representation that is both human understandable and machine processable. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=automated%20processing" title="automated processing">automated processing</a>, <a href="https://publications.waset.org/abstracts/search?q=controlled%20natural%20language" title=" controlled natural language"> controlled natural language</a>, <a href="https://publications.waset.org/abstracts/search?q=knowledge%20representation" title=" knowledge representation"> knowledge representation</a>, <a href="https://publications.waset.org/abstracts/search?q=information%20technology%20outsourcing" title=" information technology outsourcing"> information technology outsourcing</a>, <a href="https://publications.waset.org/abstracts/search?q=service%20level%20management" title=" service level management"> service level management</a> </p> <a href="https://publications.waset.org/abstracts/5964/a-controlled-natural-language-assisted-approach-for-the-design-and-automated-processing-of-service-level-agreements" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/5964.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">432</span> </span> </div> </div> </div> </main> <footer> <div id="infolinks" class="pt-3 pb-2"> <div class="container"> <div style="background-color:#f5f5f5;" class="p-3"> <div class="row"> <div class="col-md-2"> <ul class="list-unstyled"> About <li><a href="https://waset.org/page/support">About Us</a></li> <li><a href="https://waset.org/page/support#legal-information">Legal</a></li> <li><a target="_blank" rel="nofollow" href="https://publications.waset.org/static/files/WASET-16th-foundational-anniversary.pdf">WASET celebrates its 16th foundational anniversary</a></li> </ul> </div> <div class="col-md-2"> <ul class="list-unstyled"> Account <li><a href="https://waset.org/profile">My Account</a></li> </ul> </div> <div class="col-md-2"> <ul class="list-unstyled"> Explore <li><a href="https://waset.org/disciplines">Disciplines</a></li> <li><a href="https://waset.org/conferences">Conferences</a></li> <li><a href="https://waset.org/conference-programs">Conference Program</a></li> <li><a href="https://waset.org/committees">Committees</a></li> <li><a href="https://publications.waset.org">Publications</a></li> </ul> </div> <div class="col-md-2"> <ul class="list-unstyled"> Research <li><a href="https://publications.waset.org/abstracts">Abstracts</a></li> <li><a href="https://publications.waset.org">Periodicals</a></li> <li><a href="https://publications.waset.org/archive">Archive</a></li> </ul> </div> <div class="col-md-2"> <ul class="list-unstyled"> Open Science <li><a target="_blank" rel="nofollow" href="https://publications.waset.org/static/files/Open-Science-Philosophy.pdf">Open Science Philosophy</a></li> <li><a target="_blank" rel="nofollow" href="https://publications.waset.org/static/files/Open-Science-Award.pdf">Open Science Award</a></li> <li><a target="_blank" rel="nofollow" href="https://publications.waset.org/static/files/Open-Society-Open-Science-and-Open-Innovation.pdf">Open Innovation</a></li> <li><a target="_blank" rel="nofollow" href="https://publications.waset.org/static/files/Postdoctoral-Fellowship-Award.pdf">Postdoctoral Fellowship Award</a></li> <li><a target="_blank" rel="nofollow" href="https://publications.waset.org/static/files/Scholarly-Research-Review.pdf">Scholarly Research Review</a></li> </ul> </div> <div class="col-md-2"> <ul class="list-unstyled"> Support <li><a href="https://waset.org/page/support">Support</a></li> <li><a href="https://waset.org/profile/messages/create">Contact Us</a></li> <li><a href="https://waset.org/profile/messages/create">Report Abuse</a></li> </ul> </div> </div> </div> </div> </div> <div class="container text-center"> <hr style="margin-top:0;margin-bottom:.3rem;"> <a href="https://creativecommons.org/licenses/by/4.0/" target="_blank" class="text-muted small">Creative Commons Attribution 4.0 International License</a> <div id="copy" class="mt-2">© 2024 World Academy of Science, Engineering and Technology</div> </div> </footer> <a href="javascript:" id="return-to-top"><i class="fas fa-arrow-up"></i></a> <div class="modal" id="modal-template"> <div class="modal-dialog"> <div class="modal-content"> <div class="row m-0 mt-1"> <div class="col-md-12"> <button type="button" class="close" data-dismiss="modal" aria-label="Close"><span aria-hidden="true">×</span></button> </div> </div> <div class="modal-body"></div> </div> </div> </div> <script src="https://cdn.waset.org/static/plugins/jquery-3.3.1.min.js"></script> <script src="https://cdn.waset.org/static/plugins/bootstrap-4.2.1/js/bootstrap.bundle.min.js"></script> <script src="https://cdn.waset.org/static/js/site.js?v=150220211556"></script> <script> jQuery(document).ready(function() { /*jQuery.get("https://publications.waset.org/xhr/user-menu", function (response) { jQuery('#mainNavMenu').append(response); });*/ jQuery.get({ url: "https://publications.waset.org/xhr/user-menu", cache: false }).then(function(response){ jQuery('#mainNavMenu').append(response); }); }); </script> </body> </html>