Managing problem tickets is a key issue in the IT services industry. A large service provider may handle thousands of problem tickets from its customer on daily basis. The efficie...
Qihong Shao, Yi Chen, Shu Tao, Xifeng Yan, Nikos A...
-- Published work in the IT services area is generally centered on the description of management best practices or specific technological issues. There is a lack of empirical studi...
In this paper we propose a new approach for service-oriented enterprise application integration (EAI). Unlike current EAI solutions, which mainly focus on technological aspects, ou...
Stanislav Pokraev, Dick A. C. Quartel, Maarten W. ...
- Ontology engineering has been proposed as a formal mechanism for both reducing the complexity of managing the information needed in network management and autonomic systems and f...
: The Unified Enterprise Modelling Language (UEML) aims to support integrated use of enterprise and IS models expressed in a variety of languages. The achieve this aim, UEML provid...