@Article{ValienteCR2011,
  Title                    = {An Ontology-Based and Model-Driven Approach for Designing IT Service Management Systems},
  Author                   = {Maria-Cruz Valiente and Cristina Vicente-Chicote and Daniel Rodríguez},
  Journal                  = {International Journal of Service Science, Management, Engineering, and Technology (IJSSMET)},
  Year                     = {2011},
  Number                   = {4},
  Pages                    = {65–-81},
  Volume                   = {2},

  Abstract                 = {Currently, few projects applying a Model-Driven Engineering (MDE) approach start from high-level requirements models defined exclusively in terms of domain knowledge and business logic. Ontology Engineering (OE) aims to formalize and make explicit the knowledge related to a particular domain. In this vein, this paper presents a modeling approach, formalized in ontological terms, for defining high-level requirements models of software systems that provide support for the implementation of Information Technology Service Management Systems (ITSMSs). This approach allows for: (1) formalizing the knowledge associated to the ITSM processes contained in an ITSMS; (2) modeling the semantics of the activities associated to these processes in terms of workflows; (3) automatically generating the high-level requirements models of the workflow-based software systems needed to support (part of) the ITSM processes; and (4) from the latter, obtaining lower-level models (and eventually code) by means of automated model transformations. A real case study describing the use of this proposal to model an Incident Management System is also included to demonstrate the feasibility and the benefits of the proposed approach.},
  Doi                      = {10.4018/jssmet.2011040104},
  Keywords                 = {usiness Management, Incident Management Systems, IT Service Management, Knowledge Management, Model-Driven Engineering}
}