A machine learning based help desk system for IT service management
نویسندگان
چکیده
منابع مشابه
Learning from HOMER, a Case-Based Help Desk Support System
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 he...
متن کاملChoosing a Knowledge Based System to Support a Help Desk
Help Desks (HD) are units in an organisation that provide support to users of the organisation's products or services. Deployment of Knowledge Based Systems (KBS) might be able to improve the support ooered by HDs In this paper, we compare styles of KBS reasoning and assess their suitability for use to support HDs. In our analysis we recognise two broad types of KBS reasoning: those based prima...
متن کاملOPAS : An Ontology-based Library Help Desk Service
This paper argues that ontological knowledge technologies can be utilized in authoring questionanswer services. To ease the content indexer’s work, we propose a system that provides 1) semi-automatic semantic indexing for annotating question-answer pairs, 2) case-based reasoning techniques for finding similar questions and 3) integration of external information sources via ontologies. A real li...
متن کاملDeveloping an IT Help Desk Troubleshooter Expert System for diagnosing and solving IT Problems
IT help Desk has been incorporated in many organizations to provide technical support for their employees and/or customers. In this paper, an IT help desk troubleshooter expert system has been developed based on the knowledge that has been captured from the network engineer (i.e. the expert) from Al Khawarizmi International College-UAE. Three main problems have been taken in consideration in bu...
متن کاملA Study of Service Desk Setup in Implementing IT Service Management in Enterprises
Information Technology Service Management (ITSM) provides a framework to provide IT related services and the interaction of IT staff with users, and is often related with the British Government’s Information Technology Infrastructure Library (ITIL). ITIL offers a set of “best practices” for managing IT services and is one of the most widely accepted approaches to IT service management in the wo...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
ژورنال
عنوان ژورنال: Journal of King Saud University - Computer and Information Sciences
سال: 2021
ISSN: 1319-1578
DOI: 10.1016/j.jksuci.2019.04.001