Developing an IT Help Desk Troubleshooter Expert System for diagnosing and solving IT Problems

Abstract

IT help Desk has been incorporated in many organizations to provide technical support for their employees and/or customers. In this paper, an IT help desk troubleshooter expert system has been developed based on the knowledge that has been captured from the network engineer (i.e. the expert) from Al Khawarizmi International College-UAE. Three main problems have been taken in consideration in building the system: printers’ problems, Hardware/Software problems and Internet connection problems. The expert system has been developed using CLIPS. An interactive user interface has been added to the system to facilitate the interaction between the user and the system using Java. CommonKADS methodology has been used in this work to effectively design and analyze the system. The developed system achieves 81.8% accuracy as comparing to the human expert. The developed expert system can be used by any technician who may not have adequate knowledge about the domain problems.

Contributors

Mostafa Al-Emran

Hani Al Chalabi

Conference

Publication date: March 2014

Publication date (Print): March 2014

Pages: 1-5

Affiliations

The British University in Dubai

Dubai, UAE

The British University in Dubai, UAE

Al Khawarizmi International College, UAE

Article

DOI: 10.14236/ewic/BCSIIT2014.16

Copyright statement: © Mostafa Al-Emran et al. Published by BCS Learning and Development Ltd. Proceedings of the 2nd BCS International IT Conference 2014, Abu Dhabi, United Arab Emirates

License:

This work is licensed under a Creative Commons Attribution 4.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

Conference name: Proceedings of the 2nd BCS International IT Conference 2014

Conference acronym: BCSIIT

Conference number: 2

Conference location: Abu Dhabi, United Arab Emirates

Conference date: 9 - 10 March 2014

Conference sponsor: Electronic Workshops in Computing (eWiC)

Conference theme: BCS International IT Conference 2014

Product

Product Information: 1477-9358 BCS Learning & Development

Self URI (article page): https://www.scienceopen.com/hosted-document?doi=10.14236/ewic/BCSIIT2014.16

Self URI (journal page): https://ewic.bcs.org/

Categories

Series title: Electronic Workshops in Computing