OntoNaviERP: Ontology-supported Navigation in ERP Software Documentation

author: Martin Hepp, Bundeswehr University of Munich
published: Nov. 24, 2008,   recorded: October 2008,   views: 12138
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Description

The documentation of Enterprise Research Planning (ERP) systems is usually (1) extremely large and (2) combines various views from the business and the technical implementation perspective. Also, a very specific vocabulary has evolved, in particular in the SAP domain (e.g. SAP Solution Maps or SAP software module names). This vocabulary is not clearly mapped to business management terminology and concepts. It is a well-known problem in practice that searching in SAP ERP documentation is difficult, because it requires in-depth knowledge of a large and proprietary terminology. We propose to use ontologies and automatic annotation of such large HTML software documentation in order to improve the usability and accessibility, namely of ERP help files. In order to achieve that, we have developed an ontology and prototype for SAP ERP 6.0. Our approach integrates concepts and lexical resources from (1) business management terminology, (2) SAP business terminology, (3) SAP system terminology, and (4) Wordnet synsets. We use standard GATE/KIM technology to annotate SAP help documentation with respective references to our ontology. Eventually, our approach consolidates the knowledge contained in the SAP help functionality at a conceptual level. This allows users to express their queries using a terminology they are familiar with, e.g. referring to general management terms. Despite a widely automated ontology construction process and a simplistic annotation strategy with minimal human intervention, we experienced convincing results. For an average query linked to an action and a topic, our technology returns more than 3 relevant resources, while a naïve term-based search returns on average only about 0.2 relevant resources.

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Reviews and comments:

Comment1 lolapaluuza, January 25, 2024 at 10:03 a.m.:

Many software don't provide the opportunity to consult with specialists. If I have difficulties or even problems, who should I contact and how to solve them?


Comment2 AleksShamles, January 25, 2024 at 10:23 a.m.:

If you mean business software, I'd generally not deal with such solutions where there is no support service. At the very least it is inconvenient and unprofessional. There must be a connection with specialists who will promptly help.


Comment3 Maximilian Hohenzollern, January 26, 2024 at 2:51 p.m.:

What matters to me is not only my ability to get help from specialists. I'm currently working with the low-code platform Novacura, and in terms of customer support it works great https://www.novacura.com/ifs-services... . It's cool that there is a dedicated customer service system based on the JIRA Service Management platform, as well as automated monitoring tools to track if everything is working well and without failures.

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