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Easing the Overloaded Help Desk: The Development of an User Self-Help Knowledge Management System - Couverture souple

Leung, Nelson K.Y.

 
9783639418637: Easing the Overloaded Help Desk: The Development of an User Self-Help Knowledge Management System
Couverture souple
ISBN 10 : 3639418638 ISBN 13 : 9783639418637
Editeur : AV Akademikerverlag, 2012

Synopsis

Revision with unchanged content. IT has changed the way organizations function. This has resulted in reliance of help desks to support users to deal with a wide range of IT related problems such as hardware, software and telecommunication. However, due to resources problem, users often have to wait for a considerably long time before their enquiries and problems are answered and solved. Literature has shown that the majority of incoming enquiries are considered to be simple and routine which do not require specialized knowledge. This book investigates the feasibility of developing an user self-help knowledge management system by applying techniques in knowledge management and software agent technology to improve the support process of routine and simple technical enquires in the help desk. A survey is conducted to identify queries and problems that are considered to be simple and routine. The results also show that a decrease of incoming enquiries can be expected if sufficient online information, trainings, guidelines and technical documentations are provided to the users. The book is addressed to help desk practitioners and researchers in IT/IS and Knowledge Management.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

Présentation de l'éditeur

Revision with unchanged content. IT has changed the way organizations function. This has resulted in reliance of help desks to support users to deal with a wide range of IT related problems such as hardware, software and telecommunication. However, due to resources problem, users often have to wait for a considerably long time before their enquiries and problems are answered and solved. Literature has shown that the majority of incoming enquiries are considered to be simple and routine which do not require specialized knowledge. This book investigates the feasibility of developing an user self-help knowledge management system by applying techniques in knowledge management and software agent technology to improve the support process of routine and simple technical enquires in the help desk. A survey is conducted to identify queries and problems that are considered to be simple and routine. The results also show that a decrease of incoming enquiries can be expected if sufficient online information, trainings, guidelines and technical documentations are provided to the users. The book is addressed to help desk practitioners and researchers in IT/IS and Knowledge Management.

Biographie de l'auteur

PhD Candidate at the School of InformationSystems and Technology, University ofWollongong. Master of Information Systems(Research) at the University of Wollongong.Master of Information Systems at the GriffithUniversity. Bachelor of Information Technology atthe Queensland University of Technology.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
AV Akademikerverlag
Date d'édition
2012
Langue
anglais
ISBN 10 
3639418638
ISBN 13 
9783639418637
Reliure
Broché
Nombre de pages
116
Coordonnées du fabricant
non disponible
Personne responsable
non disponible