Knowledge-based user support system

Pao Yue-kong Library Electronic Theses Database

Knowledge-based user support system

 

Author: Ng, Pak-shing
Title: Knowledge-based user support system
Degree: M.Sc.
Year: 1998
Subject: User interfaces (Computer systems) -- Data processing
Customer services -- Management -- Data processing
Information technology -- Management -- Data processing
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Pages: ii, 127 leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1421120
URI: http://theses.lib.polyu.edu.hk/handle/200/541
Abstract: This thesis is to capture the user support services in addressing the user's query of computer systems to the Knowledge-Based User Support System. When a user support person handles a user's query of the computer system, he/she carries out the Problem Collection task, the Problem Diagnosis task, and the Problem Revision task. For the Problem Collection task, the user support person is to collect, re-describe, and document of the user problem. For the Problem Diagnosis task, the user support person needs to: - determine the problem's priority, - determine the actual cause of the problem, - give suggestions on the remedial measure (ie. the handling acvice, the handling party, and the temporary solution to the problem), and - execute the solution. For the Problem Revision task, the user support person is to carry out the post-implementation review. It involves the activities to generate the summary on the occurrence of various sources of problem, recommend to provide the application software training, and so on. Among these three tasks, the most important and valuable one is the Problem Diagnosis task as it directly affects the user's productivity and the relevant knowledge is unstructured and gained through experience from time to time. Hence, the designed and the development of the KBUSS are concentrated on the automation of the problem diagnosis task. With the use of the KAPPA-PC expert system shell, a Knowledge-Based User Support System (KBUSS) is developed to provide: - a graphical User Interface at the window environment. The graphical User Interface serves as a means between the user support person and the KBUSS to get advice and guidelines in tackling the user's problem of the computer system. That also allows a user to access the KBUSS and the production/testing computer systems simultaneously. - an Expert Module to capture and maintain the knowledge of an experienced user support person for the determination of the Financial Impact of the problem, the Service Impact of the problem, the Problem's Priority, the actual cause of the problem, and the remedial measure (ie. the Handling Advice, the Handling Party, and the Temporary Solution to the problem). - a Reasoning Module to handle the fuzzy logic requests in the determination of the Financial Impact, the Service Impact, and the Problem's Priority with the employment of the Fuzzy Module, and determine the actual cause of the problem together with the remedial measures with the use of the Diagnosis Module. With the development and the deployment of the KBUSS, it can provide a structured and convenient means for retaining the knowledge of an experience user support person, assisting and training the in-experience user support person, as well as extending the user support services to the non-office hour.

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