A Semantic-based Approach to Improve Knowledge Intensive Service Processes

Abstract

The industrial service business requires much information about the application area, involved products, their configurations and dependencies as well as many other types of information, thus is considered being very knowledge intensive. A lot of the required information is already available in various enterprise information systems that are managed within the organization. However, they consist of a mixture of structured and unstructured information contained in various data sources. Thus, it is challenging to extract and combine the right pieces of information in order to provide valuable knowledge to involved participants in service processes. This paper presents how semantic web technologies can be utilized in order to support industrial service use cases. After presenting the prerequisite tasks that include activities such as identifying processes, describing roles, and collecting requirements, a technical framework is presented and discussed. Finally, the evaluation of the developed knowledge portal prototype is discussed.