Developing an IT Help Desk Troubleshooter Expert System for diagnosing and solving IT Problems (original) (raw)
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SELF LEARNING COMPUTER TROUBLESHOOTING EXPERT SYSTEM
In computer domain the professionals were limited in number but the numbers of institutions looking for computer professionals were high. The aim of this study is developing self learning expert system which is providing troubleshooting information about problems occurred in the computer system for the information and communication technology technicians and computer users to solve problems effectively and efficiently to utilize computer and computer related resources. Domain knowledge was acquired using semi-structured interview technique, observation and document analysis. Domain experts were purposively selected for the interview question. The conceptual model of the expert system was designed by using a decision tree structure which is easy to understand and interpret the causes involved in computer troubleshooting. Based on the conceptual model, the expert system was developed by using 'if – then' rules. The developed system used backward chaining to infer the rules and provide appropriate recommendations. According to the system evaluators 83.6% of the users were satisfied with the prototype.
Expert Systems with Applications, 1994
Abstraet--Two emerging technologies that are being incorporated into organizations at ever-increasing rates are expert systems and multimedia. While these technologies have developed independently, they possess capabilities that make them highly suitable for integration with each other. This article examines an integrated application, developed by the city of Los Angeles's Information Systems Department, that supports help desk assistance provided to a variety of computerized city departments. This operational system, which was developed using a commercial expert system shell, is examined to demonstrate the usefulness and advantages of expert system and multimedia integration. Multimedia support is provided by hypertext-based searches of catalogs and manuals and by imaging technology to assist help desk employees in analyzing situations and providing recommended solutions. Results achieved indicate that the system offers advantages over prior help desk methods in improved productivity and quality of assistance provided. In addition, training is faster and employee satisfaction is higher.
An interactive fault diagnosis expert system for a helpdesk application
Expert Systems, 1996
Abstract: This paper presents work on an interactive fault diagnosis expert system for a helpdesk application. A knowledge representation and inference algorithm is proposed to satisfy three design specifications: (1) no parallel event exists in human fault reporting; (2) the diagnostic sequence is unpredictable, and (3) the inference engine is passive in an event-driven environment. A lattice data structure is designed for knowledge representation, which is generated automatically from a script of decision rules. The inference engine works in a transaction-like style by prompting and responding to the user according to the knowledge in the lattice. It can explicitly guide the inference sequence, as well as respond to ad hoc input from the user.
Knowledge-based system support for the information center's troubleshooting function
Expert Systems With Applications, 1991
Knowledge-based systems support for the consulting~troubleshooting function within information centers was investigated. This function is defined and characteristics are identified which make it an appropriate target for knowledge-based systems support. A general architecture for a troubleshooting expert system was developed and its elements are described. A case is described which illustrates the application of an expert system in the provision of troubleshooting service by the information center of a major state university. The results illustrate the impact that such a knowledgebased system approach can have in the troubleshooting area, especially in relation to the efficient utilization of information center personnel.
Design of Expert System for Diagnosis Damage Computer Hardware
Journal of Physics: Conference Series, 2019
Expert systems are developed in line with the existence of information technology. The development of expert systems aims as a tool to provide solutions in lives. Expert systems can also help in making better solutions. With the rapid technological advancement at this time, raising an idea or idea to try to implement one of expert system application program into activity of service quality of computer technician by using method of Cased Based Reasing (CBR). This expert system application built can help technicians find solutions quickly and save time. Users and technicians simply enter the symptoms of damage that occurs in computer hardware. Through the built application helps in providing solutions to damage to computer hardware so as to facilitate the user or technician to get the solution quickly.
Web-based intelligent helpdesk-support environment
International Journal of Systems Science, 2002
With the advent of Internet technology, it is now feasible to provide effective and efficient help desk service over the global Internet to meet customers' requirements and satisfaction. In this research, we have designed and developed a Web-based intelligent help desk support environment, WebHotLine, to support the customer service centre of a large multinational corporation in the electronics industry. This paper describes the basic architecture of the environment that supports the major functions of Web-based fault information retrieval, online multilingual translation capability, different operating modes of video-conferencing for enhanced support and direct intelligent fault diagnosis by customers or customer support engineers. As a result, WebHotLine helps to save cost in eliminating the expensive overseas telephone charges, reduction in machine down time and number of on-site visits by service engineers as in traditional help desk environment.
Help Desk System with Intelligent Interface
Applied Artificial Intelligence, 1997
Automated help desk systems should retrieve exactly the information required to assist a user as quickly and as easily as possible either for a lay user who knows little about the domain or for an advanced user who requires more specialist information. Automated help desk systems should also be easily maintainable as knowledge in domains where help is required often changes very rapidly, for example help for computer users. The aim of this study was to develop a help desk information retrieval mechanism suitable for a wide range of users and to provide a way of easily maintaining the system. The prototype developed for use over the World Wide Web combines keyword search and case based reasoning to provide both rapid focusing on a part of the help information and guided interaction when the user is unclear about appropriate keywords. Ease of maintenance is provided by using Multiple Classification Ripple Down Rules (MCRDR) to maintain the domain knowledge in the system. Further issues that arise include the problem of inappropriate focusing by keyword and maintenance in a distributed environment.
A Novel Expert System for PC Network Troubleshooting and Maintenance
In today's world where information is knowledge and time is money, faster flow of information is the basic need of every organization. Hence, downtime of network can be a serious threat to win crucial competitions. Apparently most of the computer users are "layman" when it comes to troubleshooting and diagnosing network related problems. This situation requires the need of an expert system or network engineer to solve the respected issue and get the work back on track. However a faster and cost-effective solution can be deployment of an expert system for the same. This will not only omit the need of professional individual but will also enable PC users to handle these small yet significant issues on their own. Implementation of this expert system will reduce the downtime of a person and improve his/ her efficiency resulting in better production and increased turnover of the organization. On the other hand, this expert system may also be used by PC users and home or sma...
The expert intelligent system is introduced to develop hardware fault detection for any computer system. Different hardware system or electronics devices usually face application fault as well as hardware fault. This application oriented formal reasoning applies to determine the problem in computer system. This paper emphasizes an automated system that accepts the defects of any system and then after consulting with an intelligent database, diagnoses and advises for probable rectification. This is the extensions of the already published work by the authors implemented by Turbo Prolog programming language. This paper extends that concept exploring the boundary of Expert System targeting the implementation using Object Oriented web based programming approach. It proposes lot of new technological changes and in
Automation Of Information Help Desk System.pdf
Automation of Online help desk information system has made the enquiries or making a suggestion of general public more easy. This type of retrievals significantly varies in different factors like immediate retrieval and attention of officials and users with one or more public sector entities. Automated help desk systems should retrieve exactly the information required to assist a user as quickly and as easily as possible either for a user who knows little about the system or for an advanced user who requires more specific information. It should be easily maintainable as knowledge in domains changes very rapidly. The main aim was to develop a helpdesk information retrieval process for every user in such a way it should user friendly. Using this automated online help desk system must fulfill every requirement of particular organization. The prototype developed for use over the WWW combines keyword search and case based reasoning to provide both rapid focusing on a part of the help information and guided interaction when the user is unclear about appropriate keywords. The maintenance distributed environment should be created for further issues.