Learning from HOMER, a case-based help desk support system

被引：0
|
作者：
Roth-Berghofer, TR
机构：
[1] Univ Kaiserslautern, Dept Comp Sci, Knowledge Based Syst Grp, D-67653 Kaiserslautern, Germany
[2] German Res Ctr Artificial Intelligence DFKI GmbH, Knowledge Management Dept, D-67663 Kaiserslautern, Germany
来源：
ADVANCES IN LEARNING SOFTWARE ORGANIZATIONS, PROCEEDINGS | 2004年 / 3096卷
关键词：
D O I：
暂无
中图分类号：
TP [自动化技术、计算机技术];
学科分类号：
0812 ;
摘要：
The HOMER help desk support system, developed in the course of the INRECA-II project, is an example of applying Case-Based Reasoning to problems of a software-intensive organization. This paper discusses, in retrospect, HOMER with respect to change management processes at DaimlerChrysler and various feedback and learning possibilites that the help desk support system provided for itself, the help desk personnel, and the supported IT infrastructure of the car development department in Sindelfingen.
引用
收藏
页码：88 / 97
页数：10
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