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Resumen

 

DESIGN OF A CONCEPTUAL MODEL FOR THE CONSTRUCTION OF A BASE OF KNOWLEDGE OF SUPPORT IN THE SERVICE OF INFORMATION TECHNOLOGY

DISEÑO DE UN MODELO CONCEPTUAL PARA LA CONSTRUCCION DE UNA BASE DE CONOCIMIENTO DEL SERVICIO DE SOPORTE EN TECNOLOGIA DE INFORMACION
MSc(c). Maritza del Pilar Sánchez Delgado.
MSc. Mauricio Rojas Contreras.
PhD. Jonas Montilva.

Abstract: The paper presents the application of a method for developing ontologies for domain modeling in the context of support services in information technologies. It proposes the design of a knowledge structure that lets store all the experience and information necessary to deliver a line of flexible and effective support to the customer after sales support. The use of this method facilitates the construction of a conceptual model that identifies and defines the core concepts and relationships of the IT Support Service. Among the relevant results of this work is the definition of the scope of the domain, the list of issues, the list of concepts and a conceptual model that relates these concepts.

Keywords : Conceptual model, ontology, base of knowledge, support service, information, information technologies.

Resumen: El artículo presenta la aplicación del método para desarrollar ontologías durante el modelado del dominio en el contexto del servicio de soporte en tecnologías de información. Se propone el diseño de una estructura de conocimiento que permita almacenar toda la experiencia e información necesaria para ofrecer una línea de soporte ágil y eficaz al cliente en el soporte post venta. La aplicación del método planteado facilita la construcción de un modelo conceptual que identifica y define los conceptos y relaciones bases del Servicio de Soporte en TI. Dentro de los resultados relevantes de este trabajo está la definición del alcance del dominio, la lista de aspectos, la lista de conceptos y un modelo conceptual que relaciona dichos conceptos.

Palabras clave: Modelo conceptual, ontología, base de conocimiento, servicio de soporte, información, tecnologías de información.