Network management: techniques, tools, and systems
Network management: techniques, tools, and systems
A self-improving helpdesk service system using case-based reasoning techniques
Computers in Industry
Using simulation in call centers
Proceedings of the 30th conference on Winter simulation
Proceedings of the 31st conference on Winter simulation: Simulation---a bridge to the future - Volume 2
Using a manufacturing based simulation package to model as customer service center
WSC' 90 Proceedings of the 22nd conference on Winter simulation
Applying policy management to reduce support costs for remote and mobile computing
International Journal of Network Management
Integrated analysis and design of knowledge systems and processes
Information Resources Management Journal
A systems thinking framework for knowledge management
Decision Support Systems - Knowledge management support of decision making
Organizational knowledge resources
Decision Support Systems - Knowledge management support of decision making
A problem-solving perspective on knowledge management practice
Decision Support Systems - Knowledge management support of decision making
Knowledge management systems: issues, challenges, and benefits
Communications of the AIS
The New Organizational Wealth: Managing and Measuring Knowledge-Based Assets
The New Organizational Wealth: Managing and Measuring Knowledge-Based Assets
Case-Based Reasoning: Experiences, Lessons and Future Directions
Case-Based Reasoning: Experiences, Lessons and Future Directions
Wellsprings of Knowledge: Building and Sustaining the Sources of Innovation
Wellsprings of Knowledge: Building and Sustaining the Sources of Innovation
Knowledge Management: Best Practices in Europe
Knowledge Management: Best Practices in Europe
A rule-based system for automatic assignment of technicians to service faults
Decision Support Systems
The Effect of Knowledge Representation Schemes on Maintainability of Knowledge-Based Systems
IEEE Transactions on Knowledge and Data Engineering
Using Case-Based Retrieval for Customer Technical Support
IEEE Expert: Intelligent Systems and Their Applications
Knowledge Management: Problems, Promises, Realities, and Challenges
IEEE Intelligent Systems
Knowledge Management Systems: Emerging Views and Practices from the Field
HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 7 - Volume 7
Knowledge management tutorial: an editorial overview
IEEE Transactions on Systems, Man, and Cybernetics, Part C: Applications and Reviews
When the chips are down: Social and technical aspects of computer failure and repair
Interacting with Computers
Journal of Information Science
Measuring knowledge management performance using a competitive perspective: An empirical study
Expert Systems with Applications: An International Journal
Quality model for the selection of floss-based issue tracking system
SE '08 Proceedings of the IASTED International Conference on Software Engineering
PROFES'12 Proceedings of the 13th international conference on Product-Focused Software Process Improvement
CoKIM: Collaborative and Social Knowledge-Based Incident Manager
ASONAM '12 Proceedings of the 2012 International Conference on Advances in Social Networks Analysis and Mining (ASONAM 2012)
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The technology help desk function has grown in importance as information technology has proliferated throughout the organization. The primary objective of the help desk is to resolve problems related to IT in the organization. As such, the agents in the help desk must be very knowledgeable of the information systems, applications, and technologies supported. Most efforts at improving help desk performance have been to make the current system more efficient through application of information technologies. In this paper we propose a new approach, called a knowledge management-centric help desk. The proposed knowledge management system draws upon diverse knowledge sources in the organization including databases, files, experts, knowledge bases, and group chats. The knowledge management system is designed to be incorporated into the daily operation of the help desk in order to ensure high utilization and maintenance of the knowledge stores. The benefits of the knowledge management-centric help desk are evaluated using a simulation study with actual data from a help desk. The experimental results indicate the knowledge management-centric approach would significantly reduce the time to resolve problems and improve the throughput of the help desk.