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Help Desk SystemsWhat is a “Help Desk?”What is a “Help Desk System?”Why use a Help Desk System?How do these Systems work?Simple Knowledge BasesCBR v. Knowledge ManagementCase Based ReasoningFinding the ProblemKnowing what to ask?Take a “Greedy” approachA Help Desk System is a toolMulti-tiered support hierarchyAdditional Help Desk OperationsThe phone is always ringingExternal Help Desk customersInternal Help Desk servicesIncreasing Need for IT SupportExample: The HOMER SystemObject-Oriented representationMore AdvantagesDiamler-Benz Support StructureIssues prior to HOMERHomer Case ModelFrom Failure to SolutionPartitioning the Experience BaseExplain Client-Server ArchitectureServer GUI for Domain Model and Case Base Setup and MaintenanceHotline GUI for Level I OperatorsUsing the Hotline Client GUIHelp Desk Application MethodologyContinuous Improvement is keyHOMER’s Lessons LearnedEvaluation of HOMERIn ConclusionReferencesHelp Desk SystemsHelp Desk SystemsCSE 435 Intelligent Decision Support Systems Fall 2010 CSE 435 Intelligent Decision Support Systems Fall 2010 David R. FerolitoDavid R. FerolitoApplicationApplicationAnd And DevelopmentDevelopmentWhat is a “Help Desk?”What is a “Help Desk?”A resource which A resource which provides support to provides support to internal and/or internal and/or external customers external customers for troubleshooting for troubleshooting issues end-users issues end-users experience with a experience with a firm’s products or firm’s products or services.services.What is a “Help Desk System?”What is a “Help Desk System?”A knowledge-based A knowledge-based information system information system that assists the that assists the help desk operator help desk operator in identifying the in identifying the end-users problem end-users problem and offers either a and offers either a solution or the solution or the basis for creation basis for creation of a solution.of a solution.Why use a Help Desk System?Why use a Help Desk System?Reduce cost: Help Desk operators are Reduce cost: Help Desk operators are less expensive than subject area less expensive than subject area experts!experts!Reduce time: A knowledge-base with Reduce time: A knowledge-base with a well structured interface allows a a well structured interface allows a problem/solution to be found quickly!problem/solution to be found quickly!Increase accuracy: The Best Practice Increase accuracy: The Best Practice solution is always presented!solution is always presented!How do these Systems work?How do these Systems work?From small Automated Telephone From small Automated Telephone Assistance systems that help direct Assistance systems that help direct your call to very large Customer your call to very large Customer Service/Technical Support systems Service/Technical Support systems that can troubleshoot complex end-that can troubleshoot complex end-user issues, Help Desk Systems user issues, Help Desk Systems gather information about the gather information about the problem and try to provide a solution problem and try to provide a solution by matching it to a known problem. by matching it to a known problem.Simple Knowledge BasesSimple Knowledge BasesThe Help Desk operator traditionally relied upon The Help Desk operator traditionally relied upon his own experience to suggest an appropriate his own experience to suggest an appropriate course of action to assist the caller.course of action to assist the caller.So as not to reinvent the wheel, companies So as not to reinvent the wheel, companies looked to capture those experiences so that other looked to capture those experiences so that other operators would not have to duplicate effort.operators would not have to duplicate effort.The result was a simple collection of information The result was a simple collection of information about the problem and its solution that was likely about the problem and its solution that was likely then available for a text-based search to match then available for a text-based search to match key words within the document generated.key words within the document generated.This approach, as we know from searching for This approach, as we know from searching for information on the internet, can overload the user information on the internet, can overload the user with too much information, much of which is not with too much information, much of which is not relevant to the desired search.relevant to the desired search.CBR v. Knowledge ManagementCBR v. Knowledge ManagementMost Help Desk Systems utilize CBR Most Help Desk Systems utilize CBR as the underlying method rather than as the underlying method rather than Knowledge Management: Instead of Knowledge Management: Instead of an Experience base/Re-use related an Experience base/Re-use related knowledge system (which lends more knowledge system (which lends more readily to management readily to management methodologies), a Case Library is methodologies), a Case Library is maintained along with relevant maintained along with relevant background knowledge.background knowledge.Case Based ReasoningCase Based ReasoningAs we have been learning, a CBR As we have been learning, a CBR System will allow the operator to: System will allow the operator to: Retrieve, Reuse, Revise, & Retain.Retrieve, Reuse, Revise, & Retain.The Case Bases for these systems The Case Bases for these systems carry a high initial cost in terms of carry a high initial cost in terms of construction and are later expanded construction and are later expanded as new cases/solutions are identified.as new cases/solutions are identified.Help Desk Systems predominantly Help Desk Systems predominantly represent “Classification” tasks.represent “Classification” tasks.Finding the ProblemFinding the ProblemOperators of Help Desk Systems can Operators of Help Desk Systems can either enter all relevant information either enter all relevant information about a caller’s problem and about a caller’s problem and “search” or the System can prompt “search” or the System can prompt the operator to ask certain questions the operator to ask certain questions that will help narrow down the that will help narrow down the problem domain. The latter may problem domain. The latter may involve Intelligent Decision Trees involve Intelligent Decision Trees built upon information gain.built upon information gain.Knowing what to


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LEHIGH CSE 335 - Help Desk Systems

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