Abstract: Techniques for constructing and using models in accordance with service level management are disclosed. In one aspect of the invention, a technique for constructing a model (e.g., a system model) representative of a resource for use in managing a service associated with the resource, comprises the following steps/operations. A set of resource metrics is obtained in accordance with a resource abstract model (RAM) associated with the resource. Then, a model representative of the resource is constructed based on at least a portion of the set of resource metrics obtained from the resource abstract model.

Abstract: A process for professional authoring of information about structured domains (i.e., not including fiction) by which authors, as an integral part of the authoring process, provide the data needed to (1) enable intelligent user navigation between the work of different authors without the need for predefined links; (2) enable searches for information based on user context; and (3) identify reuse candidates before information is written and, therefore, minimize duplication. Authors develop concept maps to reflect the structure of the domain rather than the structure of the documentation; define the user context to which a concept map applies; resolve topic intersections between concept maps; define query attributes for articles to be developed; and resolve article intersections identified by means of intersecting query attributes. Computer programs support concept map development, the identification and analysis of topic and article intersections, and association of the data for exploitation in a user interface.

Abstract: A process for professional authoring of information about structured domains (i.e., not including fiction) by which authors, as an integral part of the authoring process, provide the data needed to (1) enable intelligent user navigation between the work of different authors without the need for predefined links; (2) enable searches for information based on user context; and (3) identify reuse candidates before information is written and, therefore, minimize duplication. Authors develop concept maps to reflect the structure of the domain rather than the structure of the documentation; define the user context to which a concept map applies; resolve topic intersections between concept maps; define query attributes for articles to be developed; and resolve article intersections identified by means of intersecting query attributes. Computer programs support concept map development, the identification and analysis of topic and article intersections, and association of the data for exploitation in a user interface.