Ontology-based information extraction for analyzing IT services

Amit V. Deokar, Sagnika Sen

Research output: Chapter in Book/Report/Conference proceedingConference contribution

1 Citation (Scopus)

Abstract

Service Level Agreements (SLA) for multi-service Information Technology (IT) outsourcing contracts contain vast amounts of textual information. The SLAs provide details about a specific service, Key Performance Indicators (KPI) to measure its performance; as well as process elements, such as activities, events, and resources that are integral in achieving performance goals. However, KPIs and the process elements may be interrelated. The knowledge of such interrelationships is often tacitly present in the SLAs. The aim of our research is to extract this hidden information from IT service contracts and analyze them to empower customers of IT services to make better performance management and incentive decisions. We apply an Ontology- Based Information Extraction (OBIE) approach in developing a prototype decision support framework, named SLA-Miner. The results, obtained from analyzing a set of Industry SLAs, demonstrate the utility of SLA-Miner in identifying KPI interrelationships, deficiencies, and impacts of various process elements on individual KPIs.

Original languageEnglish (US)
Title of host publicationICIS 2010 Proceedings - Thirty First International Conference on Information Systems
StatePublished - Dec 1 2010
Event31st International Conference on Information Systems, ICIS 2010 - Saint Louis, MO, United States
Duration: Dec 12 2010Dec 15 2010

Publication series

NameICIS 2010 Proceedings - Thirty First International Conference on Information Systems

Other

Other31st International Conference on Information Systems, ICIS 2010
CountryUnited States
CitySaint Louis, MO
Period12/12/1012/15/10

Fingerprint

Information technology
Ontology
Miners
Outsourcing
Industry

All Science Journal Classification (ASJC) codes

  • Information Systems

Cite this

Deokar, A. V., & Sen, S. (2010). Ontology-based information extraction for analyzing IT services. In ICIS 2010 Proceedings - Thirty First International Conference on Information Systems (ICIS 2010 Proceedings - Thirty First International Conference on Information Systems).
Deokar, Amit V. ; Sen, Sagnika. / Ontology-based information extraction for analyzing IT services. ICIS 2010 Proceedings - Thirty First International Conference on Information Systems. 2010. (ICIS 2010 Proceedings - Thirty First International Conference on Information Systems).
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Deokar, AV & Sen, S 2010, Ontology-based information extraction for analyzing IT services. in ICIS 2010 Proceedings - Thirty First International Conference on Information Systems. ICIS 2010 Proceedings - Thirty First International Conference on Information Systems, 31st International Conference on Information Systems, ICIS 2010, Saint Louis, MO, United States, 12/12/10.

Ontology-based information extraction for analyzing IT services. / Deokar, Amit V.; Sen, Sagnika.

ICIS 2010 Proceedings - Thirty First International Conference on Information Systems. 2010. (ICIS 2010 Proceedings - Thirty First International Conference on Information Systems).

Research output: Chapter in Book/Report/Conference proceedingConference contribution

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Deokar AV, Sen S. Ontology-based information extraction for analyzing IT services. In ICIS 2010 Proceedings - Thirty First International Conference on Information Systems. 2010. (ICIS 2010 Proceedings - Thirty First International Conference on Information Systems).