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Help Desk SystemHow to Deploy them?
Author: Stephen Grabowski
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The Three Service Levels of a HelpDesk System
End User
Hotline (Level 1)
System Administrator, ApplicationSpecialists (Level 2)
Maintenance and OEMs (Level 3)
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Benefits of a Help Desk
Technicians do not have to re-derivesolutions to problems
This wastes company resources
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Structure and Representation of aHelp Desk System
Attribute Value Pair
Good for answering trivial question
Good when users of the help desk system areinexperienced
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Structure and Representation of aHelp Desk System Cont.
Object Oriented Representation
Structure of the technical system to be diagnosed canbe represented in the necessary degree of detail
Symptoms can be clearly related to the object towhich they belong to
The semantics of the problem description can becaptured and used for selecting appropriate prior
experience A high retrieval accuracy can be achieved
Discussed general OO representation in class
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Case Model (Problem)
The Topic
The area in which the problem is located hardware, software, network, printing service etc
The Subject The physical object that the failure is related to
Specific software, printer, router, etc
The Behavior
The way the subject behaves Wrong print size, screeching sound, no dial tone, etc
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Case Model (Situation)
A set of attribute-value pairs describingsymptoms that are important to diagnosethe fault
Contain the minimum amount of info requiredto diagnose the problem (independence,completeness, minimalist)
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Case Model (Solution)
Contains the fault and the remedy
Composed of text or hypertext links
Can include links to more detail description
Can be a result of various situations
Each complete path from problem tosolution becomes its own case
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Kinds of Cases
Approved cases
Opened cases (everyone can see)
These case are separated into a casebuffer (opened) and a main case base(approved)
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User and Roles
Help desk operator Lowest access rights
Use application on a regular basis to solve problems
Case retrieval and case acquisition Experience author Responsible for case maintenance and case approval
Checks for redundancy and consistency
Experience base administrator Creates and maintains the domain and case model
Administer users and access rights
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Client/Server Architecture
Allows all users to get the same up to dateinformation
Eases the maintenance of the domainmodel and the case base
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Retrieving Problem Solutions withHomer
Two modes
Manual User can enter as much information about a problem as
wanted and then invokes a retrieval method
All matching case are retrieved
Automatic The system retrieves matching cases after every item
entered
Solutions are displayed in the bottom view bydecreasing relevance (CCBR)
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Feedback
Can be retained by pressing the retainbutton
Opens a case entry interface
Operator can make final modifications
Document why the case should be keep
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Solutions
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Case Browser
Used by the experience author to managethe case base
Case creation
Case copy
Delete case
Approve case
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The Development of the HomerSystem
Managerial Processes Goal Definition (realistic)
Hard criteria (measurable) Problem solution quality
First call resolution rate, average cost of solution
Process quality Avg time to solve problem, avg # of escalation Organizational quality
Speed up in operator training, flexibility of training
Soft criteria (subjective) End-user satisfaction
Availability of the help desk, friendliness
Help-desk operator satisfaction Workload, work atmosphere, repetitiveness
Corporate aspects Preservation of knowledge
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The Development of the HomerSystem Cont.
Awareness creation (operators & managers) Sharing knowledge will cause benefit in the future
Will be able to solve more problems then they currently can
Experience management is based on an establishedtechnology (M)
Needs continuous management support (M)
Tool Selection (consider long term, $) Operating system
The complexity of the technical domain (home, networked
applications) Experience of operators and users
Organization of help desk
Project goals
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The Development of the HomerSystem Cont.
Organizational Process During SystemDevelopment
Project team and initial domain selection
Help desk personal experienced in domain System implementers
Keep members constant
Test users (experienced and not)
Domain
Training the project team Trained in modeling, filling, and maintaining the knowledge in
the system
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The Development of the HomerSystem Cont.
Development of knowledge acquisition andutilization
After development these need to be analyzed
Knowledge sources and formats Processes that allow efficient acquisition
Qualification of personal
Three roles Help-desk operator
Experience Author
Experience base administrator
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The Development of the HomerSystem Cont.
Technical processes during development
General IT related processes Similar to other IT projects in many aspects
UI and integration are different
UI needs to present the right info, at the right moment, at thecorrect level of detail
Needs to be developed in accordance with user level (E, 1, 2,3)
Needs to have interface to a different user identification
database
Trouble ticket system (should be integrated with UI)
Record, manage, trace, escalate and analyze receivedcalls
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The Development of the HomerSystem Cont.
Initial knowledge acquisition
Three goals
Training the project team in knowledge acquisition
Initializing the knowledge in the system
Collecting enough help-desk cases
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The Use of the Homer System
Managerial processes during system use
Organizational processes during systemuse
Knowledge utilization and acquisitionprocess
Training the help desk operators
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The Use of the Homer SystemCont.
Technical processes during system use Continuous knowledge acquisition and maintenance
Case buffer -> main base Contain info necessary and sufficient to solve a problem
Described on a level that the end user can understand Verify case
Correct, relevant, applicable
Before entered into case base Its a viable alternative that does not exist in base
Can it be subsumed by another case Can be combined with another case to create a new one
Will case cause an inconsistency
Case already available in case base
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Overview of the Design andMaintenance of a Help-Desk system
Project planning and initialization
Implementation of a rapid prototype
Evaluation and revision of the prototype
Implementation of the integrated case-based help-desk support system
Evaluation and revision of the case-based
help-desk support system Utilization of the case-based help-desk
support systems
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Evaluation of Homer
Performed by INRECA II
Benefits for help desk operators
102 problems of which 45 trivial or directed to the
wrong help desk Homer solved 18 (32%) Time to solve without = 141 min with = 9 min
Results better than expected
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Summary
Help desk systems help solve problems faster
give more people more knowledge
Building long and difficult
need to convince people go give up their
knowledge Maintaining Requires constant maintenance