Semantic web applications for improving knowledge intensive service processes

The service business is known to be very knowledge intensive. A huge amount of information is available in enterprise information systems whereas often times there is a mixture of structured and unstructured information contained in various data sources. The challenge lies in the extraction and combination of the right pieces of information in order to provide valuable knowledge to involved participants in service processes. This paper illustrates how semantic web technologies can be utilized in order to support service use cases. Starting with a discussion of the derived requirements, a technical framework is presented and experiences with a knowledge portal prototype are discussed that was evaluated in the service domain.