Help Desk System

How to Deploy them?

Author: Stephen Grabowski

The Three Service Levels of a Help

Desk System
End User
Hotline (Level 1)
System Administrator, Application
Specialists (Level 2)
Maintenance and OEMs (Level 3)

Benefits of a Help Desk

Technicians do not have to re-derive
solutions to problems
This wastes company resources

Structure and Representation of a

Help Desk System
Attribute Value Pair
Good for answering trivial question
Good when users of the help desk system are
inexperienced

Structure and Representation of a

Help Desk System Cont.
Object Oriented Representation
Structure of the technical system to be diagnosed can
be represented in the necessary degree of detail
Symptoms can be clearly related to the object to
which they belong to
The semantics of the problem description can be
captured and used for selecting appropriate prior
experience
A high retrieval accuracy can be achieved
Discussed general OO representation in class

Case Model (Problem)

The Topic
The area in which the problem is located
hardware, software, network, printing service etc

The Subject
The physical object that the failure is related to
Specific software, printer, router, etc

The Behavior
The way the subject behaves
Wrong print size, screeching sound, no dial tone, etc

Case Model (Situation)

A set of attribute-value pairs describing
symptoms that are important to diagnose
the fault
Contain the minimum amount of info required
to diagnose the problem (independence,
completeness, minimalist)

Case Model (Solution)

Contains the fault and the remedy
Composed of text or hypertext links
Can include links to more detail description
Can be a result of various situations

Each complete path from problem to

solution becomes its own case

Kinds of Cases
Approved cases
Opened cases (everyone can see)
These case are separated into a case
buffer (opened) and a main case base
(approved)

User and Roles

Help desk operator
Lowest access rights
Use application on a regular basis to solve problems
Case retrieval and case acquisition

Experience author
Responsible for case maintenance and case approval
Checks for redundancy and consistency

Experience base administrator

Creates and maintains the domain and case model
Administer users and access rights

Client/Server Architecture
Allows all users to get the same up to date
information
Eases the maintenance of the domain
model and the case base

Retrieving Problem Solutions with

Homer
Two modes
Manual
User can enter as much information about a problem as
wanted and then invokes a retrieval method
All matching case are retrieved

Automatic
The system retrieves matching cases after every item
entered

Solutions are displayed in the bottom view by

decreasing relevance (CCBR)

Feedback
Can be retained by pressing the retain
button
Opens a case entry interface
Operator can make final modifications
Document why the case should be keep

Solutions

Case Browser
Used by the experience author to manage
the case base
Case creation
Case copy
Delete case
Approve case

The Development of the Homer

System
Managerial Processes
Goal Definition (realistic)
Hard criteria (measurable)
Problem solution quality
First call resolution rate, average cost of solution
Process quality
Avg time to solve problem, avg # of escalation
Organizational quality
Speed up in operator training, flexibility of training

Soft criteria (subjective)

End-user satisfaction
Availability of the help desk, friendliness
Help-desk operator satisfaction
Workload, work atmosphere, repetitiveness
Corporate aspects
Preservation of knowledge

The Development of the Homer

System Cont.
Awareness creation (operators & managers)
Sharing knowledge will cause benefit in the future
Will be able to solve more problems then they currently can

Experience management is based on an established

technology (M)
Needs continuous management support (M)

Tool Selection (consider long term, $)

Operating system
The complexity of the technical domain (home, networked
applications)
Experience of operators and users
Organization of help desk
Project goals

The Development of the Homer

System Cont.
Organizational Process During System
Development
Project team and initial domain selection

Help desk personal experienced in domain

System implementers
Keep members constant
Test users (experienced and not)
Domain

Training the project team

Trained in modeling, filling, and maintaining the knowledge in
the system

The Development of the Homer

System Cont.
Development of knowledge acquisition and
utilization
After development these need to be analyzed
Knowledge sources and formats
Processes that allow efficient acquisition
Qualification of personal

Three roles
Help-desk operator
Experience Author
Experience base administrator

The Development of the Homer

System Cont.
Technical processes during development
General IT related processes
Similar to other IT projects in many aspects
UI and integration are different
UI needs to present the right info, at the right moment, at the
correct level of detail
Needs to be developed in accordance with user level (E, 1, 2,
3)
Needs to have interface to a different user identification
database
Trouble ticket system (should be integrated with UI)
Record, manage, trace, escalate and analyze received
calls

The Development of the Homer

System Cont.
Initial knowledge acquisition
Three goals
Training the project team in knowledge acquisition
Initializing the knowledge in the system
Collecting enough help-desk cases

The Use of the Homer System

Managerial processes during system use
Organizational processes during system
use
Knowledge utilization and acquisition
process
Training the help desk operators

The Use of the Homer System

Cont.
Technical processes during system use
Continuous knowledge acquisition and maintenance
Case buffer -> main base
Contain info necessary and sufficient to solve a problem
Described on a level that the end user can understand

Verify case
Correct, relevant, applicable

Before entered into case base

Its a viable alternative that does not exist in base

Can it be subsumed by another case
Can be combined with another case to create a new one
Will case cause an inconsistency
Case already available in case base

Overview of the Design and

Maintenance of a Help-Desk system

Project planning and initialization

Implementation of a rapid prototype
Evaluation and revision of the prototype
Implementation of the integrated casebased help-desk support system
Evaluation and revision of the case-based
help-desk support system
Utilization of the case-based help-desk
support systems

Evaluation of Homer
Performed by INRECA II
Benefits for help desk operators
102 problems of which 45 trivial or directed to the
wrong help desk Homer solved 18 (32%)
Time to solve without = 141 min with = 9 min
Results better than expected

Summary
Help desk systems
help solve problems faster
give more people more knowledge

Building
long and difficult
need to convince people go give up their
knowledge

Maintaining
Requires constant maintenance