Ontology-based Document Mining System for IT Support Service

Information Technology (IT) is a vital and an integral part of every organization. IT executives are constantly faced with problems that are difficult to tackle and time consuming. Experience is required to solve these problems easier and faster. We can utilize case-based reasoning (CBR), data mining and information retrieval (IR) techniques to automate IT problem solving and experience management. In this paper, we propose an IT ontology-based system for semantic retrieval that increases the efficiency and quality of IT support service. The proposed approach retrieves similar problem/solution pairs based on the concepts in the query and performs better than the traditional keyword-based approach especially in cases where the keywords of the relevant documents do not match the keywords in the query.