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Easing the Overloaded Help Desk- The Development of an User Self-Help Knowledge Management System [Paperback]

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Item description for Easing the Overloaded Help Desk- The Development of an User Self-Help Knowledge Management System by Nelson K. Y. Leung...

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.



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Item Specifications...


Pages   112
Est. Packaging Dimensions:   Length: 9.4" Width: 6.5" Height: 0.4"
Weight:   0.45 lbs.
Binding  Softcover
Release Date   Oct 22, 2007
Publisher   VDM Verlag Dr. Mueller e.K.
ISBN  3836428660  
ISBN13  9783836428668  


Availability  75 units.
Availability accurate as of May 29, 2017 01:24.
Usually ships within one to two business days from La Vergne, TN.
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Product Categories

1Books > Special Features > New & Used Textbooks
2Books > Subjects > Computers & Internet > Digital Business & Culture > Technical Support
3Books > Subjects > Professional & Technical > Engineering > Telecommunications > General
4Books > Subjects > Science > General



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