Learning from HOMER, a case-based help desk support system

Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

Volumn 3096, Issue , 2004, Pages 88-97

  Roth Berghofer, Thomas R ^a,b  

^a Rheinland Pfälzische Technische Universität Kaiserslautern Landau   (Germany)

^b GERMAN RESEARCH CENTER FOR ARTIFICIAL INTELLIGENCE DFKI   (Germany)

Author keywords

[No Author keywords available]

Indexed keywords

HUMAN RESOURCE MANAGEMENT;

CAR DEVELOPMENT; CASE BASED; CHANGE MANAGEMENT PROCESS; DAIMLER-CHRYSLER; HELP DESK; HELP-DESK SUPPORT; IT INFRASTRUCTURES;

CASE BASED REASONING;

EID: 35048860463     PISSN: 03029743     EISSN: 16113349     Source Type: Book Series    
DOI: 10.1007/978-3-540-25983-1_9     Document Type: Article

References (11)

1. Ralph Bergmann, Klaus-Dieter Althoff, Sean Breen, Mehmet Göker, Michel Manago, Ralph Traphöner, and Stefan Wess. Developing Industrial Case-Based Resoning Applications: The INRECA Methodology. Lecture Notes in Artificial Intelligence LNAI 1612. Springer-Verlag, Berlin, second edition, 2003.
2. Mehmet Göker and Thomas Roth-Berghofer. Development and utilization of a case-based help-desk support system in a corporate environment. In Klaus-Dieter Althoff, Ralph Bergmann, and L. Karl Branting, editors, Case-Based Reasoning Research and Development: Proceedings of the Third International Conference on Case-Based Reasoning, ICCBR'99, Seeon Monastery, Germany, pages 132-146, Berlin, 1999. Springer-Verlag.
3. Mehmet Göker, Thomas Roth-Berghofer, Ralph Bergmann, Thomas Pantleon, Ralph Traphöner, Stefan Wess, and Wolfgang Wilke. The development of HOMER - a case-based CAD/CAM help-desk support tool. In Barry Smyth and Pádraigh Cunningham, editors, Advances in Case-Based Reasoning, Proceedings of the 4th European Workshop, EWCBR'98, Dublin, Ireland, pages 346-357, Berlin, 1998. Springer-Verlag.
4. Mehmet H. Göker and Thomas Roth-Berghofer. The development and utilization of the case-based help-desk support system HOMER. Engineering Applications of Artificial Intelligence, 12(6):665-680, December 1999.
5. Prof. Dr. Franz Lehner. Ergebnisse einer Untersuchung zur Wartung von wissensbasierten Systemen. Information Management, 2:38-47, 1994.
6. Fred Nickols. Change management 101 - a primer, 2000. http://home.att.net/~nickols/cliange.htm [Last access: 2004-04-12].
7. Joachim Reinert and Norbert Ritter. Applying ECA-rules in DB-based design environments. In Tagungsband CAD'98 "Tele-CAD - Produktentwicklung in Netzen", pages 188-201. Informatik Xpress 9, 1998.
8. Michael M. Richter. Generalized planning and information retrieval. Technical report, University of Kaiserslautern, Artificial Intelligence - Knowledge-based Systems Group, 1997.
9. Thomas R. Roth-Berghofer. Knowledge Maintenance of Case-Based Reasoning Systems - The SIAM Methodology, volume 262 of Dissertationen zur Künstlichen Intelligenz. Akademische Verlagsgesellschaft Aka GmbH / IOS Press, Berlin, Germany, 2003.
10. Evangelos Simoudis. Using case-based retrieval for customer technical support. IEEE Expert, 7(5):7-12, October 1992.
11. Evangelos Simoudis and James S. Miller. The application of CBR to help desk applications. In Proceedings of the DARPA Workshop on Case-Based Reasoning, pages 25-36, Washington, DC, 1991.