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Easing the Overloaded Help Desk: The Development of an User Self-Help Knowledge Management System - Softcover
Synopsis
Revision with unchanged content. 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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About the Author
PhD Candidate at the School of InformationSystems and Technology, University ofWollongong. Master of Information Systems(Research) at the University of Wollongong.Master of Information Systems at the GriffithUniversity. Bachelor of Information Technology atthe Queensland University of Technology.
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Easing the Overloaded Help Desk: The Development of an User Self-Help Knowledge Management System
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Taschenbuch. Condition: Neu. Neu Neuware; original eingeschweisst; Rechnung mit MwSt.; new item, still sealed; -Revision with unchanged content. 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. 116 pp. Englisch. Seller Inventory # INF1100262336
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Easing the Overloaded Help Desk: The Development of an User Self-Help Knowledge Management System
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Taschenbuch. Condition: Neu. Neu Neuware; original eingeschweisst; Rechnung mit MwSt.; new item, still sealed; -Revision with unchanged content. 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. 116 pp. Englisch. Seller Inventory # INF1100262336
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Easing the Overloaded Help Desk
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Taschenbuch. Condition: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -Revision with unchanged content. 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. 116 pp. Englisch. Seller Inventory # 9783639418637
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Easing the Overloaded Help Desk
Published by
AV Akademikerverlag Mai 2012, 2012
ISBN 10: 3639418638
ISBN 13: 9783639418637
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Taschenbuch. Condition: Neu. This item is printed on demand - Print on Demand Titel. Neuware -Revision with unchanged content. 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.VDM Verlag, Dudweiler Landstraße 99, 66123 Saarbrücken 116 pp. Englisch. Seller Inventory # 9783639418637
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Easing the Overloaded Help Desk : The Development of an User Self-Help Knowledge Management System
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Taschenbuch. Condition: Neu. nach der Bestellung gedruckt Neuware - Printed after ordering - Revision with unchanged content. 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. Seller Inventory # 9783639418637
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Easing the Overloaded Help Desk | The Development of an User Self-Help Knowledge Management System
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Taschenbuch. Condition: Neu. Easing the Overloaded Help Desk | The Development of an User Self-Help Knowledge Management System | Nelson K. Y. Leung | Taschenbuch | 116 S. | Englisch | 2012 | AV Akademikerverlag | EAN 9783639418637 | Verantwortliche Person für die EU: BoD - Books on Demand, In de Tarpen 42, 22848 Norderstedt, info[at]bod[dot]de | Anbieter: preigu Print on Demand. Seller Inventory # 106435916