An Automatic Response System for Information Technology Problem Soving and Service Constrution via Case-Based Reasoning and Social Network Analysis

• Main Authors: Chien-Chung Lin, 林健忠
• Other Authors: Cheng-Shu Wang
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/82375367441221442577

碩士 === 中華大學 === 資訊管理學系(所) === 98 === In nowadays, the information system has become an indispensable resources to the enterprise, however, the more information system bring into the enterprise, the more issues will be find. Therefore, the traditional customer service center cause the raise of the human resources cost of the enterprise, the customer service personal and information system engineer solve problems base on their personal experiences and their techniques, and frequently happen unstable services quality. Due to this reason knowing that the problem of information system is increasing day after days; In order to resolve the overload of the traditional customer service center problems and the structure of the center, so introduce the IT services management of the service desk , in order to improve the problems of the enterprise information system, and raise the advantage of enterprise competition. The main objective of this research is to apply the case-based reasoning and the social network analyze with the idea to support the IT services management of the service desk; using the case-based reasoning to build up a database to store the data of information system problem, developing the weighted algorithm by apply the social network analyze to compare the similarity of the case with the database in order to find the higher percentage of the match, and provide the appropriate solution to the user for solve the information system problem. This research also develop a model of auto-answer system for information technique service desk, take as an example; the manufacturing company M in Taiwan has implanted the information system problem database and proceeded the system test; This research also studied 30 real information system problem cases of the company M. As the result of the test, the best solution for the information system problem provided by the information technique service desk can efficient resolve the problem who the user could find in a rate of 83%. The structure of the information technique service desk system brought up by this research, could improve the human resources of the enterprise and the unstable service quality, furthermore, this system could also become an interface for the user to communicate with customer service or information system engineer to improve the work efficiency of the customer service personal or information system engineer. Also could reduce the problem like short-staffed, re-training personal or human resource cost cause by personal change. This information technique service desk system structure can be reference material once a enterprise introduce the problem analysis system.