Abstract
Our current project involves improving the trouble-shooting process in the support centre of a large multinational organisation in the Information and Communications Technology (ICT) industry. What has become obvious is the need to capture and reuse many different types of knowledge from a wide range of sources. We have conducted an evaluation study within the organisation to identify the types and sources of knowledge used, the rate of repeat problems and solutions and what improvements are needed. We provide some of our results in this paper. We present an approach known as FastFIX that supports the acquisition and reuse of troubleshooting knowledge from multiple sources using links to relevant intranet and internet-based material. Our system seeks to align the goals of the support-centre, such as maintainability and workflow compatibility, and can inter-operate with the support-centre's existing problem ticketing and knowledge management systems.
Original language | English |
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Title of host publication | Proceedings of the 16th Australasian Conference on Information Systems (ACIS 2005) |
Subtitle of host publication | November 30 - December 2, 2005, Sydney, Australia |
Editors | Bruce Campbell, Deborah Bunker, Jim Underwood |
Place of Publication | Sydney |
Publisher | Australasian Chapter of the Association for Information Systems |
Pages | 1-10 |
Number of pages | 10 |
ISBN (Print) | 097584170X |
Publication status | Published - 2005 |
Event | 16th Australasian Conference on Information Systems, ACIS - 2005 - Sydney, Australia Duration: 29 Nov 2005 → 2 Dec 2005 |
Other
Other | 16th Australasian Conference on Information Systems, ACIS - 2005 |
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Country/Territory | Australia |
City | Sydney |
Period | 29/11/05 → 2/12/05 |