An Operational Knowledge Management Framework
نویسنده
چکیده
In the present paper we shall present our methodology to manage the Operational Knowledge (OK). The OK could be defined as a set of procedures or norms used by telecommunication operators to construct a genuine strategy tailored to the peculiarities of a given situation. Therefore, we have defined an Operational Knowledge Management Framework (OKMF) which has been developed taking into account some requirements derived from the operational knowledge and context. Moreover, we have developed an Operational Knowledge Management System (OKMS) called Remoter based on this framework. This OKMS has been used in a telecommunication context, to support the Telecom Italia’s technicians during their day-by-by activities. Remoter integrates multiple technologies to support telecommunication operators who need ”operational-knowledge” to perform their activities. Remoter could be used in several different Telecommunication contexts. In particular, it has been used and tested in the Asymmetric Digital Subscriber Line (ADSL) context, where operators have to rapidly react and reach the best decision. The aim of Remoter is to enable ADSL technicians to share, capture and apply their collective OK to take optimal decision in real time.
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