Learning from HOMER, a Case-Based Help Desk Support System
نویسنده
چکیده
The Homer help desk support system, developed in the course of the Inreca-II project, is an example of applying Case-Based Reasoning to problems of a software-intensive organization. This paper discusses, in retrospect, Homer with respect to change management processes at DaimlerChrysler and various feedback and learning possibilites that the help desk support system provided for itself, the help desk personnel, and the supported IT infrastructure of the car development department in Sindelfingen.
منابع مشابه
The Development of HOMER: A Case-Based CAD/CAM Help-Desk Support Tool
The increasing number of hardware and software at Daimler-Benz personal car development in Sindelfingen combined with the constant number of help-desk operators demanded a help-desk system which goes beyond the classical trouble-ticket approach. In this application paper we give an overview of the situation at the CAD/CAM Help-Desk in Sindelfingen and the development of the case-based help-desk...
متن کاملDevelopment and Utilization of a Case-Based Help-Desk Support System in a Corporate Environment
Current Case-Based Reasoning (CBR) process models present CBR as a low maintenance AI-technology and do not take the processes that have to be enacted during system development and utilization into account. Since a CBR system can only be useful if it is integrated into an organizational structure and used by more than one user, processes for continuous knowledge acquisition, -utilization and -m...
متن کاملCBR-TM: A New Case-Based Reasoning System for Help-Desk Environments
In this paper, a new CBR system for help-desk environments is presented. This CBR system provides intelligent customer support for multiple domains. It is also portable and flexible. The system is implemented as a module of a complete help-desk application to make it as independent as possible of any change in the help-desk system. Each phase of the reasoning cycle is also separated as an indep...
متن کاملKnowledge Based System Support for Help Desk Operations: a Reference Model
This paper contains results from a project sponsored by BT (British Telecom Plc), which has investigated the application of knowledge-based systems (KBS) technology to support the operations of Help Desks. The project is now well-advanced, and is currently investigating case-based reasoning methods. Results from this latter part of the project will be published in due course. However, here we r...
متن کاملKnowledge engineering for an intelligent case-based system for help desk operations
Help desks are computer-aided environments in customer support centers that provide frontline support to external and internal customers. The paper reports on an automated help desk system developed at an information technology company. With the proliferation of diverse software and hardware, the center provides support to a large variety of client systems. The number of calls increases while t...
متن کامل