A Human Activity Based Operational Knowledge Elicitation Method

For managing information systems operation, it is necessary to clearly describe not only dynamic interactions between subjects and target operations on the information systems, but also their environmental context. In this paper, a method to elicit and design systems operation knowledge is proposed based on the structural model of human activities. An example of the proposed method is provided how to elicit and revise the operational knowledge by using an incident management guideline.The practical application is also described to show the effectiveness, critical issues and limitations of the proposed method.