Many organization’s customer service and technical support department like to use Service Desk systems. It is crucial to provide a convenient and fast method. In this paper the Incident and Problem Management of ITIL framework are described and used as the underlying structure of Service Desk and then CBR technique is selected for the main implementation technique after make a comparison between CBR and RBR. Lastly, this paper actually tries to work on new perspective by adopting Knowledge management techniques with Services Desk systems.
The Knowledge Management Service Desk has attracted attention. By adding Knowledge Management to the ITIL (IT Infrastructure Library), the importance of Knowledge Management in IT organizations is observed more than ever. Service Desk makes the accessibility and availability of IT organization’s services in supporting the agreed IT service provision become easy. By using Service Desk the reception, response and troubleshooting of end-users’ issues regarding organization’s services are solved. There are several problems in Services Desk topic. First is the acquisition of the knowledge about information technologies supported by Service Desk. The technicians must have the knowledge of information technologies to solve the reported incident. But, nowadays the information technologies are increasing rapidly. The other problem is to finding proper solution when technicians do not possess the knowledge over domain to find the solution in term of time consuming. Knowledge Management can be describe as a technology that increases our understandings and helps the organizations to make decisions and solve problems more effectively by providing strategy, process and technology...
... middle of paper ...
...ime to fill the database, and it is effective to find nearest neighbor of the current incident.
Nowadays, many organization’s customer service and technical support department like to use Service Desk systems. It is crucial to provide a convenient and fast method. In this paper the Incident and Problem Management of ITIL framework are described and used as the underlying structure of Service Desk and then CBR technique is selected for the main implementation technique after make a comparison between CBR and RBR. Lastly, this paper actually tries to work on new perspective by adopting Knowledge management techniques with Services Desk systems.
Farjadi Tehrani, A. R., & Mustafa Mohamed, F. Z. (2011). A CBR-based Approach to ITIL-based Service
Desk. Journal of Emerging Trends in Computing and Information Sciences, 2(10), 476-484.
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