Knowledge integration with a 24-hour help desk

Graham, Jay; Hart, Brian

doi:10.1145/354908.354930

Cited by 12 publications

(2 citation statements)

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“…Through this process it became apparent that knowledge re-use was not possible for most problems since only 38% of the cases could be fully documented (Table 6). The lack of detailed solution documentation is consistent with anecdotal evidence reported elsewhere (Graham & Hart, 2000). The tag of "unknown" for Root Cause or Solution corresponded to lack of documentation and/or no cause or solution being found.…”

Section: Securitysupporting

confidence: 86%

An Examination of Remote Access Help Desk Cases

Steinfeld¹,

Sanghi²,

Giampapa³

et al. 2003

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As a precursor to explorations on future network interoperability problem resolution methods and tools, it is necessary to obtain an understanding of problems in the present day. The remote network access application area was chosen as a case study due to rich sources of information, frequent problems, and considerable detrimental impact on user efficiency. To this end, existing remote network access help desk data was acquired and analyzed. The data was used to characterize remote network access interoperability problems and identify key issues. For the data examined, the two largest problems specific to remote end users were obtaining modem phone numbers for their location and adequate user rights upon connection. Potential for better knowledge re-use and dissemination of solutions to common problems to the general population was also observed.

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Section: Securitysupporting

confidence: 86%

An Examination of Remote Access Help Desk Cases

Steinfeld¹,

Sanghi²,

Giampapa³

et al. 2003

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“…Much has been written about establishing help desks [12,13] and introduction of knowledge base applications in help desks [14,15,16]. Additionally, there are studies that have discussed the implementation of customer support systems [17,18].…”

Section: Introductionmentioning

confidence: 99%

Lessons Learnt from the Improvement of Customer Support Processes: A Case Study on Incident Management

Jäntti

2009

Lecture Notes in Business Information Processing

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Abstract. IT Infrastructure Library (ITIL) is the most widely used IT service management framework that provides guidelines how to create, manage and support IT services. Service support processes, such as incident management and problem management, are among the first ITIL processes that organizations start to implement. However, several challenges may exist in the process implementation. The research question of this study is: which issues are important in establishing an ITIL-based incident management process? The main contribution of this paper is to present lessons learnt from an ITIL-based process improvement project that focused on establishing an incident management process in an IS department of a university hospital. Our results show that key issues in implementing incident management are to 1) define the basic concepts of incident management with concrete examples and 2) define process interfaces between incident management and other support processes.

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