Expertech: Issues in the design and development of an intelligent help desk system

Abraham, Dolphy M.; Spangler, William E.; May, Jerrold H.

doi:10.1016/0957-4174(91)90037-f

Cited by 9 publications

(5 citation statements)

References 3 publications

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“…If this configuration is to work successfully, the front-line HD must offer a service of a high enough quality that customers do not bypass the front-line HD and deal directly with second-line HDs. The deployment of KBS technology to assist the front-line HDOs can help to achieve this (Bridge & Dearden, 1992;Abraham et al, 1991;Kilhoffer & Wisely, 1990;Muns, 1990;Barr, 1991). Laufmann et al (1990) describe a methodology for evaluating the suitability of using a KBS in a particular domain.…”

Section: The Need For Kbs Technologymentioning

confidence: 99%

“…is represented as conditionaction rules. Examples of such systems applied to the HD advice-giving domain include Abraham et al (1991), Inder (1989a), Taylor (1985) and Register and Rewari (1991). However, it is obvious that rules are but one way of capturing the knowledge of concepts and their inter-relationships needed for a domain model.…”

Section: Domain Model-based Reasoningmentioning

confidence: 99%

“…Whether the help desk application domain requires shallow or deep models is an open question, depending on the topic of the advice. Help desk systems of which expertech (Abraham et al, 1991) is an example, have indeed been constructed using the shallow DMBR style.…”

Section: Domain Model-based Reasoningmentioning

confidence: 99%

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Choosing a reasoning style for knowledge based system: lessons from supporting a help desk

Dearden

Bridge

1993

The Knowledge Engineering Review

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In this paper, we present two broad styles of KBS reasoner: those based primarily on some general, explicit model of the knowledge of the domain (whether that model be expressed by heuristic rules or by a deep model of structure and function), which we term domain model-based reasoners; and those based primarily on a set of examples of events in the domain, which we term example-based reasoners (EBR), of which case-based reasoners are a subset. The aim of this paper is to guide developers in considering the trade-offs between these different styles of reasoning. We believe that this cannot be done in general, but may be possible for specific domains. Thus, the paper provides an example analysis of the usefulness of these reasoning styles. We assess the suitability of these styles against a series of requirements which we have identified that KBSs must fulfil if they are to support help desk operations. We conclude that EBR systems are more likely to meet those requirements (the analysis draws on our earlier work in Bridge & Dearden, 1992).

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Section: The Need For Kbs Technologymentioning

confidence: 99%

Section: Domain Model-based Reasoningmentioning

confidence: 99%

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Choosing a reasoning style for knowledge based system: lessons from supporting a help desk

Dearden

Bridge

1993

The Knowledge Engineering Review

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“…The bulk of help-desk and support research has focused on how help-desk functions can be aided (e.g. Abraham et al, 1991;Gonzalez et al, 2005;Kriegsman and Barletta, 1993;Marom and Zukerman, 2005;Sauter, 2004) by information support technologies, such as case-based and AI systems, although some (e.g. Rimmer and Wakeman, 1999) have cautioned that such systems may complicate rather than improve support functions.…”

Section: Introductionmentioning

confidence: 98%

When the chips are down: Social and technical aspects of computer failure and repair

Quayle

Durrheim

2006

Interacting with Computers

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This paper explores computer failure as a social event by examining recorded interactions between computer users and help-desk consultants (technicians). It was found, first, that the nature of a failure was negotiated between participants rather than being simply technically evident. Failure was defined from users' perspectives, in relation to what they were trying to achieve, rather than according to technical parameters. Secondly, negotiations of failure had social consequences for both users and help-desk consultants. Both avoided being seen as incompetent and actively defended their social standing. Thirdly, such social issues sometimes took precedence over technical and practical ones. The implications for HCI theorists and practitioners are twofold: firstly, failure should be accepted as a regular part of computer use in which human-computer interaction continues even though the interface may be nonfunctional. Secondly, the management of failure could be better addressed if technicians were trained in social as well as technical intervention skills.

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“…In this paper, the expert system follows CommonKADS methodology as one of the knowledge Engineering methodologies in order to effectively design and analyse the system. [Abraham et al, 1991] developed a help desk expert system (Expertech) at the University of Pittsburgh for a small computer services company. The aim of Expertech (a rule-based system) is to assist the help desk operator as well as to speed up the services to the end users for diagnosing 7 frequently occurred problems in the telecommunication's network.…”

Section: Introductionmentioning

confidence: 99%

"Developing an IT Help Desk Troubleshooter Expert System for diagnosing and solving IT Problems"

Al-Emran¹,

Chalabi²

2015

Electronic Workshops in Computing

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Abstract-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 building the system: printers' problems, Hardware/Software problems and Internet connection problems. The expert system has been developed using CLIPS. An interactive user interface has been added to the system to facilitate the interaction between the user and the system using Java. CommonKADS methodology has been used in this work to effectively design and analyze the system. The developed system achieves 81.8% accuracy as comparing to the human expert. The developed expert system can be used by any technician who may not have adequate knowledge about the domain problems.

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Expertech: Issues in the design and development of an intelligent help desk system

Cited by 9 publications

References 3 publications

Choosing a reasoning style for knowledge based system: lessons from supporting a help desk

Choosing a reasoning style for knowledge based system: lessons from supporting a help desk

When the chips are down: Social and technical aspects of computer failure and repair

"Developing an IT Help Desk Troubleshooter Expert System for diagnosing and solving IT Problems"

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