Onto-acits: uma ontologia para o processo de gerenciamento da disponibilidade e continuidade de serviços de tecnologia da informação

Abstract

This work has as its objective the development of a model, based on ontologies, for the knowledge representation of the availability and continuity of IT services management processes seeking to help IT service managers, and constituting a knowledge base for its domain, contributing to the organizational learning in a Federal Institution of Education. The proposed ontology is based on patterns and frameworks, like ITIL and ISO 20.000, that includes good practices recognized by the market, and establishes its own vocabulary, concepts, properties, axioms, restrictions and the flows recommended for its execution. Its development process adopted the Methontology methodology, associated with the Gruninger and Fox proposal, with the formal specification of the axioms in the OWL-DL and SPARQL languages. Its implementation was accomplished through the tool Protegé and the aid of the inference machine Pellet. Its evaluation took into account the ontologic commitment, the coverage and the scope. The instantiation was done with competence questions, the approval of services managers and the use of the FOCA methodology, to verify the heuristics for its adaptation to the requirements of knowledge representation. The final result of this work, the Onto-ACITS ontology, establishes the essential elements considered in the domain description, implementation and operationalization of the maintenance activities related to the availability and continuity IT service management, making this knowledge accessible, intelligible and subject to computational processing.