IT Service Management (ITSM) as a management discipline is concerned with the structured and efficient delivery of information technology (IT) services. The currently (2014) most commonly used ITSM framework is the IT Infrastructure Library (ITIL).
Wikis are used for collaboratively creating, reading, and editing information by using a Web-based interface. Semantic wikis make use of Semantic Web technologies in order to enable wikis, which are normally designed for storing unstructured text, to additionally store structured content. This makes possible the machine-based processing of information stored in the semantic wiki.
This dissertation researches the use of a semantic wiki in the area of IT Service Management within the IT department of a medium-sized enterprise. A fundamental aspect of this work is the relevancy to practice of the designed and implemented components. The Configuration Management System (CMS), which is implemented in the semantic wiki, is used to manage all entities, which are used for providing IT services, as well as their relationships. The data model is an ontology that was developed as part of the thesis.
By using Semantic MediaWiki as the underlying platform, complex queries can be used on the whole information base stored in the wiki. This enables the displaying of textual information together with information resulting from dynamic queries in a homogeneous Web-based user interface.
An emphasis of the thesis lies in the design and prototypical implementation of tools for the integration of ITSM-relevant information into the semantic wiki, as well as tools for interactions between the wiki and external programs.
The result of the thesis is a platform for agile, semantic wiki-based IT Service Management for IT administration teams of small and medium-sized enterprises (SME). It builds on functionalities provided by Semantic MediaWiki, but in addition extends these functionalities by the following ITSM-specific ones: (1) automatic gathering of configuration information and their import into the semantic wiki-based Configuration Management System; (2) integration of infrastructure monitoring software; (3) connection to an intrusion detection system; (4) an assistant for detecting the cause of incidents and problems; (5) connection to virtual machines and Infrastructure-as-a-Service (IaaS) instances.
The concluding part of the thesis consists of a validation of the requirements and a user study.