臺灣博碩士論文加值系統

隨著資訊科技的日益發展，企業對IT仰賴的程度逐漸提高。良好的IT管理，能夠使IT與商業成功地結合，協助企業提昇競爭力。IT管理需能有效處理各種複雜的狀況，例如事件管理須針對事件的發生迅速找到解決方案。IT服務管理(Information Technology Service Management, ITSM)，主要是結合企業的商務流程，提供企業高品質的IT服務，增強企業的競爭優勢。本研究基於IT服務管理的精神，提出一個以主題地圖為導覽基礎的事件管理支援架構，以主題地圖的資訊導覽與資料探勘的技術，協助事件管理者快速、有效地掌握事件的相關資訊，並透過事件屬性關聯的導引，提供事件管理適當的知識支援，協助事件的處理和解決。本研究並改良RT系統實作出一個Web介面的雛型系統以展示所提出架構之可行性。

Given that IT services are critical to the success of business, enterprises are increasingly seeking ways to make their IT effective and manageable. However, IT management is rather complicated in some situations. For example, it is not easy to quickly restore normal service operations when some unexpected incidents happen. By focusing on delivering and supporting high-quality IT services which are appropriate to the business requirements, ITSM (Information Technology Service Management) provides enterprises with not only an approach to align business with IT successfully but also a way to enhance their competitive advantages in the market.
On the basis of ITSM, this research presents a system framework enhanced with Topic Maps for supporting the process of Incident Management. Data mining approach is applied to extract knowledge patterns from the historical incident logs. Based on the mining result, Topic Maps are employed to construct a map as knowledge support for Incident Management. Moreover, this work utilizes RT system and customizes it to demonstrate the management operations of presented system framework.

第ㄧ章、緒論 1
1.1 研究背景及動機 1
1.2 研究目的 3
1.3 論文架構 4
第二章、文獻探討 5
2.1 ITIL 5
2.1.1 服務管理 5
2.1.2 事件管理 6
2.2 物件模型 8
2.3 資料探勘 10
2.3.1 關聯規則探勘 10
2.4 主題地圖 11
2.4.1 主題地圖概念 11
2.4.2 XTM 13
2.5情境 14
2.6 RT系統 14
第三章、系統概觀 15
3.2 I-Map System 16
3.2主題地圖建置系統 18
第四章、系統架構 20
4.1 系統架構圖 20
4.2 資料擷取模組 21
4.2.1 模組功能說明 21
4.2.2 事件案例 21
4.2.3 事件的屬性資訊 23
4.2.4 主題地圖樣版定義 25
4.2.4.1 主題類型的定義 27
4.2.4.2 關聯類型的定義 28
4.3 資料探勘模組 32
4.3.1 模組功能說明 32
4.3.2 事件屬性的關聯規則探勘 33
4.4主題地圖建構模組 34
4.4.1主題地圖的主題管理 34
4.4.2主題地圖的關聯管理 36
4.5 I-Map System 39
4.5.1 事件紀錄模組 40
4.5.2 事件資訊導覽模組 41
4.5.3 事件分類模組 44
4.5.4 事件解決模組 45
第五章、系統建置與實作 47
5.1 事件管理系統的實作 47
5.1.1 客製化RT事件表單 48
5.1.2 客製化RT事件管理流程 50
5.2 資料探勘的分析 53
5.3 主題地圖的建置 55
5.3.1 建構主題地圖的XTM檔 55
5.3.2 主題地圖的呈現 56
5.4 實例展示 57
第六章、結論與未來研究方向 63
6.1 結論 63
6.2 未來研究方向 64
參考文獻 65

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