The article considers an approach that facilitates the improvement of the transfer, storage and retrieval of knowledge in the field of user support in IT departments. The proposed approach is based on the integration of the case-based reasoning approach and the ontology. The description of the main concepts of ontology is presented. A Precedent class structure is proposed that allows you to enter information about cases in the field of IT-consulting, as well as to establish a relation with the ontology of the application domain. Instances of the Precedent class are specific cases of consulting users of the IT departments. The method proposed assesses the closeness of cases to each other by means of the semantic closeness of ontology concepts associated with cases, based on determination of weighted associative relations from the cases to the ontology concepts. The approach can be used for retrieving cases taking into account their semantic closeness.
Research on The Emergency Decision Support System of Unexpected Events Based on Case-based Reasoning
