Answer Garden 2: merging organizational memory with collaborative help
CSCW '96 Proceedings of the 1996 ACM conference on Computer supported cooperative work
Knowledge management-centric help desk: specification and performance evaluation
Decision Support Systems
Expertise networks in online communities: structure and algorithms
Proceedings of the 16th international conference on World Wide Web
DSS for computer security incident response applying CBR and collaborative response
Expert Systems with Applications: An International Journal
A knowledge-rich similarity measure for improving IT incident resolution process
Proceedings of the 2010 ACM Symposium on Applied Computing
Using process mining to identify coordination patterns in IT service management
Decision Support Systems
Conceptual model for semantic representation of industrial manufacturing processes
Computers in Industry
EDOC '10 Proceedings of the 2010 14th IEEE International Enterprise Distributed Object Computing Conference
Semantic model for knowledge representation in e-business
Knowledge-Based Systems
Ask friends for help: a collaborative query answering system
CDVE'11 Proceedings of the 8th international conference on Cooperative design, visualization, and engineering
I can't tell you what i found: problems in multi-level collaborative information retrieval
Proceedings of the 3rd international workshop on Collaborative information retrieval
The Computer Journal
SABUMO: Towards a collaborative and semantic framework for knowledge sharing
Expert Systems with Applications: An International Journal
iHelp: An Intelligent Online Helpdesk System
IEEE Transactions on Systems, Man, and Cybernetics, Part B: Cybernetics
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Dealing with user incidents, questions and problems are important tasks during the maintenance of the software. It is specially important for service providers, which must provide the users with a quick and reliable answer. Many times the incident has been previously solved for other users. In these cases, an appropriate knowledge management strategy could help to improve response times as well as the accuracy of such responses. This paper presents the work in progress of Co KIM, a knowledge based framework for incident management, based on the collaboration between users and experts. The framework is able to propose solutions for incidents based on the previous responses for other similar problems. The selection of the solutions is based on the previous responses from experts and the rating of experts, clients and responses.