Toward a collaborative semantic wiki-based approach to IT service management

This paper proposes a collaborative approach to aspects of IT service management (ITSM) for agile information technology landscapes composed of technically knowledgeable users and fast changing requirements. The cost-intensive and timeconsuming tasks of building and maintaining a configuration management database (CMDB) are accomplished in a distributed, collaborative way in a semantic wiki in cooperation between administrators, service desk personnel and users of the systems. Moreover, the paper introduces a flexible, wiki-based approach to change management for agile environments. Automatic consistency checks based on semantic information extracted from the wiki prevent misconfigurations and the unintentional application of conflicting configuration changes. --Semantic wiki ; collaboration ; ITSM ; configuration management; CMDB