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| Acadêmico(a): Jewiton Leo Garcia Junior |
| Título: Sistema de gestão de incidentes com raciocínio baseado em casos utilizando ontologia e análise de texto |
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| Abstract: |
This work aims to present a computational solution to assist the incident management for
support and maintenance of computers, based on MPS-SV reference model . Specifying and
applying a search engine for similar incidents cases which utilizes case-based reasoning with
the MyCBR library, ontology utilizing the Apache Jena library and text analysis using Apache
Lucene library. The results of the incident management software development were the
specification and application of a search engine for similar incidents that involves categories
models of incident represented by an ontology, text analysis considering the technician’s
definition, the client’s description and a CBR incident model which represents the attributes
that commercially interest the company in the application solution. After the development of
an incident management software it can be concluded that the obtained result is interesting, by
being based in comprehensive and versatile concepts and processes of incident management
like the MPS-SV, by being a solution that utilizes open source libraries to implement an
incident management software, which has an specific functionality to look for similarities
between themselves and to see what incident solution is the most suitable for a specific
situation. |
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