ENHANCING IT SERVICE MANAGEMENT ONTOLOGY USING CROWDSOURCING

摘要

A computer implemented method performs an IT service management operation such as analyzing a problem, associated with an entity configuration in a domain having an ontology, wherein each entity has relationships with other entities. Information provided by the ontology is used to create a specified question pertaining to the operation. It is then determined whether an answer to the question is initially available. Responsive to an answer being initially available, information provided by the initially available answer and the ontology, selectively, is used to create a second question, wherein the second question pertains to the operation and is directed to one of the entities. Responsive to an answer to the specified question not being initially available, a crowdsourcing technique is used to seek an answer to the specified question.