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

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Proceedings of the 2nd BCS International IT Conference 2014 (BCSIIT)

BCS International IT Conference 2014

9 - 10 March 2014

Expert System, Knowledge Acquisition, CLIPS

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      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.

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      Knowledge-based support in help-desk environments

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        Expertech: Issues in the design and development of an intelligent help desk system

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          Knowledge engineering for an intelligent case-based system for help desk operations

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            Author and article information

            Affiliations
            The British University in Dubai

            Dubai, UAE
            The British University in Dubai, UAE

            Al Khawarizmi International College, UAE
            Contributors
            Conference
            March 2014
            March 2014
            : 1-5
            10.14236/ewic/BCSIIT2014.16
            © 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

            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/

            Proceedings of the 2nd BCS International IT Conference 2014
            BCSIIT
            2
            Abu Dhabi, United Arab Emirates
            9 - 10 March 2014
            Electronic Workshops in Computing (eWiC)
            BCS International IT Conference 2014
            Product
            Product Information: 1477-9358 BCS Learning & Development
            Self URI (journal page): https://ewic.bcs.org/
            Categories
            Electronic Workshops in Computing

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