A checklist for evaluating the software problem management model: a case study
SE'07 Proceedings of the 25th conference on IASTED International Multi-Conference: Software Engineering
Improving the software problem management process: a case study
EuroSPI'06 Proceedings of the 13th European conference on Software Process Improvement
| Hi-index | 0.00 |
The Princeton University Help Desk KnowledgeBase (KB) is a searchable online information system that publishes Princeton-specific computer solutions to better serve the University community. Heavily used internally by all Office of Information Technology (OIT) support staff, the KB is also marketed and publicized to the entire University community to promote online self-help. Over the past six years the KnowledgeBase has been molded to consolidate and streamline the documentation provided by OIT, gaining recognition and respect for its usefulness. The Help Desk has been able to increase productivity and its success rate of solving customer problems, with quantifiable results in the numbers of users serviced via the Help Desk web site. This presentation will provide a current look at the Help Desk KnowledgeBase, how it is used, and the plans for future development.