Ontology-driven Intelligent IT Incident Management Model

Abstract

A significant number of Information Technology incidents are reported through email. To design and implement an intelligent incident management system, it is significant to automatically classify the reported incident to a given incident category. This requires the extraction of semantic content from the reported email text. In this research work, we have attempted to classify a reported incident to a given category based on its semantic content using ontology. We have developed an Incident Ontology that can serve as a knowledge base for the incident management system. We have also developed an automatic incident classifier that matches the semantical units of the incident report with concepts in the incident ontology. According to our evaluation, ontology-driven incident classification facilitates the process of Information Technology incident management in a better way since the model shows 100% recall, 66% precision, and 79% F1-Score for sample incident reports.