Applying Case-Based Reasoning to Assist the Diagnosis of Computer Problems

• Main Author: 王宏道
• Other Authors: 劉敦仁
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/67067630715100225715

碩士 === 國立交通大學 === 管理學院碩士在職專班資訊管理組 === 94 === Enterprises put emphasis on Information Technology to support business operations. The more complex internal IT application used by Enterprise leads to more computer operation problems. For Enterprises, human resource and time for trouble shooting are costs. It is an important issue for enterprises to correctly categorize problems and find out the most suitable cases for trouble shooting, when they facing the problems of high replace rate of IT members and too scattered know how. Case-Based Reasoning is the process of solving new problems based on the solutions of similar past problems. CBR is widely used in help desk system. This work integrates CBR with Text Mining technology to extract useful information from text-based documents. We use Text Mining technique to categorize problems, and then we use CBR to look for the most similar cases in selected category to solve the new problem. A prototype system is implemented to demonstrate the effectiveness of our approach. This work will support Help Desk System to solve problem efficiently and quickly, and it will also strengthen the enterprise competitiveness.