A practical guide to designing expert systems
A practical guide to designing expert systems
Artificial intelligence
Expert Systems: Uncertainty and Learning
Expert Systems: Uncertainty and Learning
Introduction to Modern Information Retrieval
Introduction to Modern Information Retrieval
Introductory Readings in Expert Systems
Introductory Readings in Expert Systems
Computer service support at Glenview hospital
Annals of cases on information technology
Knowledge management-centric help desk: specification and performance evaluation
Decision Support Systems
Business rules management in healthcare: A lifecycle approach
Decision Support Systems
| Hi-index | 0.00 |
We present a model and a prototype system for the assignment of technicians to handle computer system faults (including hardware, software and communications) that are reported by users connected to the organization's computer network. The model attempts to simulate the assignment process of technicians, as carried out by the manager of a help desk. The model has been developed on the basis of a detailed study of the process of handling faults and the assignment of technicians in a number of organizations. In order to validate the model, simulation tests have been carried out, designed to compare the results of the model's assignment process, in hundreds of cases, against assignments carried out by experts who participated in the experiments. The results show that in 48% of the cases, the system's assignment of technicians was better than that of the experts, and that in 92% of the cases, the system achieved results as good or better than did the experts.