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Articles 1 - 3 of 3
Full-Text Articles in Business
The Development Of A User Self-Help Knowledge Management System For Help Desk: Deployment Of Knowledge Management Approach And Software Agent Technology, Kar Yin Leung, Sim K. Lau
The Development Of A User Self-Help Knowledge Management System For Help Desk: Deployment Of Knowledge Management Approach And Software Agent Technology, Kar Yin Leung, Sim K. Lau
Dr Sim Kim Lau
Most help desks have admitted their call volume has increased in the past decade while “help unavailable when needed” is the major reason for service delivery failure and user dissatisfaction. The habit of calling help desk for simple problems has prompted the investigation of transferring part of first-level troubleshooting duty from help desk to user. This research proposes the development of user self-help knowledge management system that allows user to solve simple and routine technical enquiries. The proposed approach incorporates software agent to allow autonomous handling of enquiries so that the most appropriate solution and user communication can be facilitated.
Knowledge Management In Information Technology Help Desk: Past, Present And Future, Kar Yin Leung, Sim K. Lau
Knowledge Management In Information Technology Help Desk: Past, Present And Future, Kar Yin Leung, Sim K. Lau
Dr Sim Kim Lau
Information technology has changed the way organizations function. This resulted in the reliance of help desks to deal with information technology related areas such as hardware, software, and telecommunication. Besides, the adoption of business process reengineering and downsizing have led to the shrinkage of the size of help desk. The shorter information technology product life cycle has worsened the situation by increasing the already sizeable help desk’s user base. Consequently, the help desk has to cover more information technology products and resolute more technical enquiries with less staff. Thus, the outcome is clear that users have to wait comparably longer …
The Press For Help Project Concept, Program And Working Paper Of Emmanuel Mario B Santos And His Marc Guerrero Communications Inc., Emmanuel Mario B. Santos Aka Marc Guerrero
The Press For Help Project Concept, Program And Working Paper Of Emmanuel Mario B Santos And His Marc Guerrero Communications Inc., Emmanuel Mario B. Santos Aka Marc Guerrero
Emmanuel Mario B Santos aka Marc Guerrero
FORETHOUGHT. DECLARATION OF IDEAOLOGY AND PRINCIPLES. VISION. MISSION. VALUES. GOALS. BASIC HELP project. EDUCATIONAL HELP project. MEDICAL HELP project. LEGAL HELP project. EMERGENCY HELP project. LIVELIHOOD HELP project. SPIRITUAL and CULTURAL HELP project. ENVIRONMENTAL HELP project. REENGINEERING HELP project. INTERNATIONAL HELP project. QUADRO CREDO Matthew 5.1-12, the Jerusalem Bible. The Universal Filipino Beatitudes. SALIN SA FILIPINO. DESIDERATA. AFTERTHOUGHT.