7. Developing Case-Based Help-Desk Support Systems for Complex Technical Equipment
Identifieur interne : 001713 ( Istex/Corpus ); précédent : 001712; suivant : 0017147. Developing Case-Based Help-Desk Support Systems for Complex Technical Equipment
Auteurs : Ralph Bergmann ; Klaus-Dieter Althoff ; Sean Breen ; Mehmet Göker ; Michel Manago ; Ralph Traphöner ; Stefan WessSource :
- Lecture Notes in Computer Science [ 0302-9743 ] ; 2003.
Abstract
Abstract: Help-desks support end-users of complex technical equipment by providing guidance on the use of products and by performing maintenance operations when needed. Since the complexity and diversity of technical equipment increases continuously, help-desk operators have difficulty covering the entire range of relevant products and need a knowledge repository to be able to find the correct solution to a problem as soon as possible. This chapter describes the processes that must be performed to develop a casebased system to support help-desk operators in diagnosing complex technical equipment. It is based on the help-desk recipe from the cookbook level in the INRECA methodology. The recipe was created during the development of the HOMER system described in section 3.1, and has been applied to the development of several other help-desk systems. Using the methodology, we were able to speed up the development process of a case-based help-desk support system by a factor of 12 (see section 7.5). Apart from the increase in productivity, the methodology also resulted in considerable benefits regarding product and process quality, provided a means of communication, and served as a basis for management decisions.
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DOI: 10.1007/978-3-540-40994-6_8
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Developing Case-Based Help-Desk Support Systems for Complex Technical Equipment</title><author><name sortKey="Bergmann, Ralph" sort="Bergmann, Ralph" uniqKey="Bergmann R" first="Ralph" last="Bergmann">Ralph Bergmann</name><affiliation><mods:affiliation>Department of Business Information Systems II, University of Trier, Trier, Germany</mods:affiliation></affiliation><affiliation><mods:affiliation>E-mail: bergmann@uni-trier.de</mods:affiliation></affiliation></author><author><name sortKey="Althoff, Klaus Dieter" sort="Althoff, Klaus Dieter" uniqKey="Althoff K" first="Klaus-Dieter" last="Althoff">Klaus-Dieter Althoff</name><affiliation><mods:affiliation>Institute of Computer Science, University of Hildesheim, Marienburger Platz 22, 31141, Hildesheim, Germany</mods:affiliation></affiliation><affiliation><mods:affiliation>E-mail: althoff@iis.uni-hildesheim.de</mods:affiliation></affiliation></author><author><name sortKey="Breen, Sean" sort="Breen, Sean" uniqKey="Breen S" first="Sean" last="Breen">Sean Breen</name><affiliation><mods:affiliation>Interactive Multimedia Systems (IMS), Clara House, Glenageary, Co., Dublin, Ireland</mods:affiliation></affiliation><affiliation><mods:affiliation>E-mail: sbreen@imsgrp.com</mods:affiliation></affiliation></author><author><name sortKey="Goker, Mehmet" sort="Goker, Mehmet" uniqKey="Goker M" first="Mehmet" last="Göker">Mehmet Göker</name><affiliation><mods:affiliation>PricewaterhouseCoopers LLP, Center for Advanced Research, Ten Almaden Blvd, Suite 1600, 95113, San Jose, CA</mods:affiliation></affiliation><affiliation><mods:affiliation>E-mail: mehmet.goker@us.pwc.com</mods:affiliation></affiliation></author><author><name sortKey="Manago, Michel" sort="Manago, Michel" uniqKey="Manago M" first="Michel" last="Manago">Michel Manago</name><affiliation><mods:affiliation>Kaidara, Paris, France</mods:affiliation></affiliation><affiliation><mods:affiliation>E-mail: mmanago@kaidara.com</mods:affiliation></affiliation></author><author><name sortKey="Traphoner, Ralph" sort="Traphoner, Ralph" uniqKey="Traphoner R" first="Ralph" last="Traphöner">Ralph Traphöner</name><affiliation><mods:affiliation>empolis GmbH, 67657, Kaiserslautern, Germany</mods:affiliation></affiliation><affiliation><mods:affiliation>E-mail: ralph.traphoener@empolis.com</mods:affiliation></affiliation></author><author><name sortKey="Wess, Stefan" sort="Wess, Stefan" uniqKey="Wess S" first="Stefan" last="Wess">Stefan Wess</name><affiliation><mods:affiliation>empolis GmbH, Europaallee 10, 67657, Kaiserslautern, Germany</mods:affiliation></affiliation><affiliation><mods:affiliation>E-mail: stefan.wess@empolis.com</mods:affiliation></affiliation></author></titleStmt><publicationStmt><idno type="wicri:source">ISTEX</idno><idno type="RBID">ISTEX:9F6F92DFE4F3223730A3609D242F2AD3490DC304</idno><date when="2003" year="2003">2003</date><idno type="doi">10.1007/978-3-540-40994-6_8</idno><idno type="url">https://api.istex.fr/document/9F6F92DFE4F3223730A3609D242F2AD3490DC304/fulltext/pdf</idno><idno type="wicri:Area/Istex/Corpus">001713</idno><idno type="wicri:explorRef" wicri:stream="Istex" wicri:step="Corpus" wicri:corpus="ISTEX">001713</idno></publicationStmt><sourceDesc><biblStruct><analytic><title level="a" type="main" xml:lang="en">7. Developing Case-Based Help-Desk Support Systems for Complex Technical Equipment</title><author><name sortKey="Bergmann, Ralph" sort="Bergmann, Ralph" uniqKey="Bergmann R" first="Ralph" last="Bergmann">Ralph Bergmann</name><affiliation><mods:affiliation>Department of Business Information Systems II, University of Trier, Trier, Germany</mods:affiliation></affiliation><affiliation><mods:affiliation>E-mail: bergmann@uni-trier.de</mods:affiliation></affiliation></author><author><name sortKey="Althoff, Klaus Dieter" sort="Althoff, Klaus Dieter" uniqKey="Althoff K" first="Klaus-Dieter" last="Althoff">Klaus-Dieter Althoff</name><affiliation><mods:affiliation>Institute of Computer Science, University of Hildesheim, Marienburger Platz 22, 31141, Hildesheim, Germany</mods:affiliation></affiliation><affiliation><mods:affiliation>E-mail: althoff@iis.uni-hildesheim.de</mods:affiliation></affiliation></author><author><name sortKey="Breen, Sean" sort="Breen, Sean" uniqKey="Breen S" first="Sean" last="Breen">Sean Breen</name><affiliation><mods:affiliation>Interactive Multimedia Systems (IMS), Clara House, Glenageary, Co., Dublin, Ireland</mods:affiliation></affiliation><affiliation><mods:affiliation>E-mail: sbreen@imsgrp.com</mods:affiliation></affiliation></author><author><name sortKey="Goker, Mehmet" sort="Goker, Mehmet" uniqKey="Goker M" first="Mehmet" last="Göker">Mehmet Göker</name><affiliation><mods:affiliation>PricewaterhouseCoopers LLP, Center for Advanced Research, Ten Almaden Blvd, Suite 1600, 95113, San Jose, CA</mods:affiliation></affiliation><affiliation><mods:affiliation>E-mail: mehmet.goker@us.pwc.com</mods:affiliation></affiliation></author><author><name sortKey="Manago, Michel" sort="Manago, Michel" uniqKey="Manago M" first="Michel" last="Manago">Michel Manago</name><affiliation><mods:affiliation>Kaidara, Paris, France</mods:affiliation></affiliation><affiliation><mods:affiliation>E-mail: mmanago@kaidara.com</mods:affiliation></affiliation></author><author><name sortKey="Traphoner, Ralph" sort="Traphoner, Ralph" uniqKey="Traphoner R" first="Ralph" last="Traphöner">Ralph Traphöner</name><affiliation><mods:affiliation>empolis GmbH, 67657, Kaiserslautern, Germany</mods:affiliation></affiliation><affiliation><mods:affiliation>E-mail: ralph.traphoener@empolis.com</mods:affiliation></affiliation></author><author><name sortKey="Wess, Stefan" sort="Wess, Stefan" uniqKey="Wess S" first="Stefan" last="Wess">Stefan Wess</name><affiliation><mods:affiliation>empolis GmbH, Europaallee 10, 67657, Kaiserslautern, Germany</mods:affiliation></affiliation><affiliation><mods:affiliation>E-mail: stefan.wess@empolis.com</mods:affiliation></affiliation></author></analytic><monogr></monogr><series><title level="s">Lecture Notes in Computer Science</title><imprint><date>2003</date></imprint><idno type="ISSN">0302-9743</idno><idno type="eISSN">1611-3349</idno><idno type="ISSN">0302-9743</idno></series><idno type="istex">9F6F92DFE4F3223730A3609D242F2AD3490DC304</idno><idno type="DOI">10.1007/978-3-540-40994-6_8</idno><idno type="ChapterID">8</idno><idno type="ChapterID">Chap8</idno></biblStruct></sourceDesc><seriesStmt><idno type="ISSN">0302-9743</idno></seriesStmt></fileDesc><profileDesc><textClass></textClass><langUsage><language ident="en">en</language></langUsage></profileDesc></teiHeader><front><div type="abstract" xml:lang="en">Abstract: Help-desks support end-users of complex technical equipment by providing guidance on the use of products and by performing maintenance operations when needed. Since the complexity and diversity of technical equipment increases continuously, help-desk operators have difficulty covering the entire range of relevant products and need a knowledge repository to be able to find the correct solution to a problem as soon as possible. This chapter describes the processes that must be performed to develop a casebased system to support help-desk operators in diagnosing complex technical equipment. It is based on the help-desk recipe from the cookbook level in the INRECA methodology. The recipe was created during the development of the HOMER system described in section 3.1, and has been applied to the development of several other help-desk systems. Using the methodology, we were able to speed up the development process of a case-based help-desk support system by a factor of 12 (see section 7.5). Apart from the increase in productivity, the methodology also resulted in considerable benefits regarding product and process quality, provided a means of communication, and served as a basis for management decisions.</div></front></TEI><istex><corpusName>springer</corpusName><author><json:item><name>Ralph Bergmann</name><affiliations><json:string>Department of Business Information Systems II, University of Trier, Trier, Germany</json:string><json:string>E-mail: bergmann@uni-trier.de</json:string></affiliations></json:item><json:item><name>Klaus-Dieter Althoff</name><affiliations><json:string>Institute of Computer Science, University of Hildesheim, Marienburger Platz 22, 31141, Hildesheim, Germany</json:string><json:string>E-mail: althoff@iis.uni-hildesheim.de</json:string></affiliations></json:item><json:item><name>Sean Breen</name><affiliations><json:string>Interactive Multimedia Systems (IMS), Clara House, Glenageary, Co., Dublin, Ireland</json:string><json:string>E-mail: sbreen@imsgrp.com</json:string></affiliations></json:item><json:item><name>Mehmet Göker</name><affiliations><json:string>PricewaterhouseCoopers LLP, Center for Advanced Research, Ten Almaden Blvd, Suite 1600, 95113, San Jose, CA</json:string><json:string>E-mail: mehmet.goker@us.pwc.com</json:string></affiliations></json:item><json:item><name>Michel Manago</name><affiliations><json:string>Kaidara, Paris, France</json:string><json:string>E-mail: mmanago@kaidara.com</json:string></affiliations></json:item><json:item><name>Ralph Traphöner</name><affiliations><json:string>empolis GmbH, 67657, Kaiserslautern, Germany</json:string><json:string>E-mail: ralph.traphoener@empolis.com</json:string></affiliations></json:item><json:item><name>Stefan Wess</name><affiliations><json:string>empolis GmbH, Europaallee 10, 67657, Kaiserslautern, Germany</json:string><json:string>E-mail: stefan.wess@empolis.com</json:string></affiliations></json:item></author><language><json:string>eng</json:string></language><originalGenre><json:string>OriginalPaper</json:string></originalGenre><abstract>Abstract: Help-desks support end-users of complex technical equipment by providing guidance on the use of products and by performing maintenance operations when needed. Since the complexity and diversity of technical equipment increases continuously, help-desk operators have difficulty covering the entire range of relevant products and need a knowledge repository to be able to find the correct solution to a problem as soon as possible. This chapter describes the processes that must be performed to develop a casebased system to support help-desk operators in diagnosing complex technical equipment. It is based on the help-desk recipe from the cookbook level in the INRECA methodology. The recipe was created during the development of the HOMER system described in section 3.1, and has been applied to the development of several other help-desk systems. Using the methodology, we were able to speed up the development process of a case-based help-desk support system by a factor of 12 (see section 7.5). 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Developing Case-Based Help-Desk Support Systems for Complex Technical Equipment</title><chapterId><json:string>8</json:string><json:string>Chap8</json:string></chapterId><genre><json:string>research-article</json:string></genre><serie><editor><json:item><name>Gerhard Goos</name><affiliations><json:string>Karlsruhe University, Germany</json:string></affiliations></json:item><json:item><name>Juris Hartmanis</name><affiliations><json:string>Cornell University, NY, USA</json:string></affiliations></json:item><json:item><name>Jan van Leeuwen</name><affiliations><json:string>Utrecht University, The Netherlands</json:string></affiliations></json:item></editor><issn><json:string>0302-9743</json:string></issn><language><json:string>unknown</json:string></language><eissn><json:string>1611-3349</json:string></eissn><title>Lecture Notes in Computer Science</title><copyrightDate>2003</copyrightDate></serie><host><author><json:item><name>Ralph Bergmann</name><affiliations><json:string>Department of Business Information Systems II, University of Trier, Trier, Germany</json:string><json:string>E-mail: bergmann@uni-trier.de</json:string></affiliations></json:item><json:item><name>Klaus-Dieter Althoff</name><affiliations><json:string>Institute of Computer Science, University of Hildesheim, Marienburger Platz 22, 31141, Hildesheim, Germany</json:string><json:string>E-mail: althoff@iis.uni-hildesheim.de</json:string></affiliations></json:item><json:item><name>Sean Breen</name><affiliations><json:string>Interactive Multimedia Systems (IMS), Clara House, Glenageary, Co., Dublin, Ireland</json:string><json:string>E-mail: sbreen@imsgrp.com</json:string></affiliations></json:item><json:item><name>Mehmet Göker</name><affiliations><json:string>PricewaterhouseCoopers LLP, Center for Advanced Research, Ten Almaden Blvd, Suite 1600, 95113, San Jose, CA</json:string><json:string>E-mail: mehmet.goker@us.pwc.com</json:string></affiliations></json:item><json:item><name>Michel Manago</name><affiliations><json:string>Kaidara, Paris, France</json:string><json:string>E-mail: mmanago@kaidara.com</json:string></affiliations></json:item><json:item><name>Ralph Traphöner</name><affiliations><json:string>empolis GmbH, 67657, Kaiserslautern, Germany</json:string><json:string>E-mail: ralph.traphoener@empolis.com</json:string></affiliations></json:item><json:item><name>Stefan Wess</name><affiliations><json:string>empolis GmbH, Europaallee 10, 67657, Kaiserslautern, Germany</json:string><json:string>E-mail: stefan.wess@empolis.com</json:string></affiliations></json:item></author><subject><json:item><value>Computer Science</value></json:item><json:item><value>Computer Science</value></json:item><json:item><value>Artificial Intelligence (incl. Robotics)</value></json:item><json:item><value>Computer Appl. in Administrative Data Processing</value></json:item><json:item><value>Complexity</value></json:item><json:item><value>Operations Research/Decision Theory</value></json:item></subject><isbn><json:string>978-3-540-20737-5</json:string></isbn><language><json:string>unknown</json:string></language><eissn><json:string>1611-3349</json:string></eissn><title>Developing Industrial Case-Based Reasoning Applications</title><bookId><json:string>978-3-540-40994-6</json:string></bookId><volume>1612</volume><pages><last>137</last><first>115</first></pages><issn><json:string>0302-9743</json:string></issn><genre><json:string>book-series</json:string></genre><eisbn><json:string>978-3-540-40994-6</json:string></eisbn><copyrightDate>2003</copyrightDate><doi><json:string>10.1007/b94998</json:string></doi></host><publicationDate>2003</publicationDate><copyrightDate>2003</copyrightDate><doi><json:string>10.1007/978-3-540-40994-6_8</json:string></doi><id>9F6F92DFE4F3223730A3609D242F2AD3490DC304</id><score>0.53562087</score><fulltext><json:item><extension>pdf</extension><original>true</original><mimetype>application/pdf</mimetype><uri>https://api.istex.fr/document/9F6F92DFE4F3223730A3609D242F2AD3490DC304/fulltext/pdf</uri></json:item><json:item><extension>zip</extension><original>false</original><mimetype>application/zip</mimetype><uri>https://api.istex.fr/document/9F6F92DFE4F3223730A3609D242F2AD3490DC304/fulltext/zip</uri></json:item><istex:fulltextTEI uri="https://api.istex.fr/document/9F6F92DFE4F3223730A3609D242F2AD3490DC304/fulltext/tei"><teiHeader><fileDesc><titleStmt><title level="a" type="main" xml:lang="en">7. 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Developing Case-Based Help-Desk Support Systems for Complex Technical Equipment</title><author xml:id="author-1"><persName><forename type="first">Ralph</forename><surname>Bergmann</surname></persName><email>bergmann@uni-trier.de</email><affiliation>Department of Business Information Systems II, University of Trier, Trier, Germany</affiliation></author><author xml:id="author-2"><persName><forename type="first">Klaus-Dieter</forename><surname>Althoff</surname></persName><email>althoff@iis.uni-hildesheim.de</email><affiliation>Institute of Computer Science, University of Hildesheim, Marienburger Platz 22, 31141, Hildesheim, Germany</affiliation></author><author xml:id="author-3"><persName><forename type="first">Sean</forename><surname>Breen</surname></persName><email>sbreen@imsgrp.com</email><affiliation>Interactive Multimedia Systems (IMS), Clara House, Glenageary, Co., Dublin, Ireland</affiliation></author><author xml:id="author-4"><persName><forename type="first">Mehmet</forename><surname>Göker</surname></persName><email>mehmet.goker@us.pwc.com</email><affiliation>PricewaterhouseCoopers LLP, Center for Advanced Research, Ten Almaden Blvd, Suite 1600, 95113, San Jose, CA</affiliation></author><author xml:id="author-5"><persName><forename type="first">Michel</forename><surname>Manago</surname></persName><email>mmanago@kaidara.com</email><affiliation>Kaidara, Paris, France</affiliation></author><author xml:id="author-6"><persName><forename type="first">Ralph</forename><surname>Traphöner</surname></persName><email>ralph.traphoener@empolis.com</email><affiliation>empolis GmbH, 67657, Kaiserslautern, Germany</affiliation></author><author xml:id="author-7"><persName><forename type="first">Stefan</forename><surname>Wess</surname></persName><email>stefan.wess@empolis.com</email><affiliation>empolis GmbH, Europaallee 10, 67657, Kaiserslautern, Germany</affiliation></author></analytic><monogr><title level="m">Developing Industrial Case-Based Reasoning Applications</title><title level="m" type="sub">The INRECA Methodology</title><idno type="pISBN">978-3-540-20737-5</idno><idno type="eISBN">978-3-540-40994-6</idno><idno type="pISSN">0302-9743</idno><idno type="eISSN">1611-3349</idno><idno type="DOI">10.1007/b94998</idno><idno type="book-ID">978-3-540-40994-6</idno><idno type="book-title-ID">59768</idno><idno type="book-sequence-number">1612</idno><idno type="book-volume-number">1612</idno><idno type="book-chapter-count">12</idno><imprint><publisher>Springer Berlin Heidelberg</publisher><pubPlace>Berlin, Heidelberg</pubPlace><date type="published" when="2003"></date><biblScope unit="volume">1612</biblScope><biblScope unit="page" from="115">115</biblScope><biblScope unit="page" to="137">137</biblScope></imprint></monogr><series><title level="s">Lecture Notes in Computer Science</title><editor><persName><forename type="first">Gerhard</forename><surname>Goos</surname></persName><affiliation>Karlsruhe University, Germany</affiliation></editor><editor><persName><forename type="first">Juris</forename><surname>Hartmanis</surname></persName><affiliation>Cornell University, NY, USA</affiliation></editor><editor><persName><forename type="first">Jan</forename><surname>van Leeuwen</surname></persName><affiliation>Utrecht University, The Netherlands</affiliation></editor><biblScope><date>2003</date></biblScope><idno type="pISSN">0302-9743</idno><idno type="eISSN">1611-3349</idno><idno type="series-Id">558</idno></series><series><title level="s">Lecture Notes in Artificial Intelligence</title><editor><persName><forename type="first">Gerhard</forename><surname>Goos</surname></persName><affiliation>Karlsruhe University, Germany</affiliation></editor><editor><persName><forename type="first">Juris</forename><surname>Hartmanis</surname></persName><affiliation>Cornell University, NY, USA</affiliation></editor><editor><persName><forename type="first">Jan</forename><surname>van Leeuwen</surname></persName><affiliation>Utrecht University, The Netherlands</affiliation></editor><editor><persName><forename type="first">Jaime</forename><forename type="first">G.</forename><surname>Carbonell</surname></persName><affiliation>Carnegie Mellon University, Pittsburgh, PA, USA</affiliation></editor><editor><persName><forename type="first">Jörg</forename><surname>Siekmann</surname></persName><affiliation>University of Saarland, Saarbrücken, Germany</affiliation></editor><idno type="pISSN">0302-9743</idno><idno type="eISSN">1611-3349</idno><biblScope unit="seriesId">1244</biblScope></series><idno type="istex">9F6F92DFE4F3223730A3609D242F2AD3490DC304</idno><idno type="DOI">10.1007/978-3-540-40994-6_8</idno><idno type="ChapterID">8</idno><idno type="ChapterID">Chap8</idno></biblStruct></sourceDesc></fileDesc><profileDesc><creation><date>2003</date></creation><langUsage><language ident="en">en</language></langUsage><abstract xml:lang="en"><p>Abstract: Help-desks support end-users of complex technical equipment by providing guidance on the use of products and by performing maintenance operations when needed. Since the complexity and diversity of technical equipment increases continuously, help-desk operators have difficulty covering the entire range of relevant products and need a knowledge repository to be able to find the correct solution to a problem as soon as possible. This chapter describes the processes that must be performed to develop a casebased system to support help-desk operators in diagnosing complex technical equipment. It is based on the help-desk recipe from the cookbook level in the INRECA methodology. The recipe was created during the development of the HOMER system described in section 3.1, and has been applied to the development of several other help-desk systems. Using the methodology, we were able to speed up the development process of a case-based help-desk support system by a factor of 12 (see section 7.5). Apart from the increase in productivity, the methodology also resulted in considerable benefits regarding product and process quality, provided a means of communication, and served as a basis for management decisions.</p></abstract><textClass><keywords scheme="Book-Subject-Collection"><list><label>SUCO11645</label><item><term>Computer Science</term></item></list></keywords></textClass><textClass><keywords scheme="Book-Subject-Group"><list><label>I</label><item><term>Computer Science</term></item><label>I21017</label><item><term>Artificial Intelligence (incl. Robotics)</term></item><label>I2301X</label><item><term>Computer Appl. in Administrative Data Processing</term></item><label>T11022</label><item><term>Complexity</term></item><label>W23067</label><item><term>Operations Research/Decision Theory</term></item></list></keywords></textClass></profileDesc><revisionDesc><change when="2003">Published</change></revisionDesc></teiHeader></istex:fulltextTEI><json:item><extension>txt</extension><original>false</original><mimetype>text/plain</mimetype><uri>https://api.istex.fr/document/9F6F92DFE4F3223730A3609D242F2AD3490DC304/fulltext/txt</uri></json:item></fulltext><metadata><istex:metadataXml wicri:clean="Springer, Publisher found" wicri:toSee="no header"><istex:xmlDeclaration>version="1.0" encoding="UTF-8"</istex:xmlDeclaration><istex:docType PUBLIC="-//Springer-Verlag//DTD A++ V2.4//EN" URI="http://devel.springer.de/A++/V2.4/DTD/A++V2.4.dtd" name="istex:docType"></istex:docType><istex:document><Publisher><PublisherInfo><PublisherName>Springer Berlin Heidelberg</PublisherName><PublisherLocation>Berlin, Heidelberg</PublisherLocation></PublisherInfo><Series><SeriesInfo TocLevels="0" SeriesType="Series"><SeriesID>558</SeriesID><SeriesPrintISSN>0302-9743</SeriesPrintISSN><SeriesElectronicISSN>1611-3349</SeriesElectronicISSN><SeriesTitle Language="En">Lecture Notes in Computer Science</SeriesTitle></SeriesInfo><SeriesHeader><EditorGroup><Editor AffiliationIDS="Aff1"><EditorName DisplayOrder="Western"><GivenName>Gerhard</GivenName><FamilyName>Goos</FamilyName></EditorName></Editor><Editor AffiliationIDS="Aff2"><EditorName DisplayOrder="Western"><GivenName>Juris</GivenName><FamilyName>Hartmanis</FamilyName></EditorName></Editor><Editor AffiliationIDS="Aff3"><EditorName DisplayOrder="Western"><GivenName>Jan</GivenName><Particle>van</Particle><FamilyName>Leeuwen</FamilyName></EditorName></Editor><Affiliation ID="Aff1"><OrgName>Karlsruhe University</OrgName><OrgAddress><Country>Germany</Country></OrgAddress></Affiliation><Affiliation ID="Aff2"><OrgName>Cornell University</OrgName><OrgAddress><State>NY</State><Country>USA</Country></OrgAddress></Affiliation><Affiliation ID="Aff3"><OrgName>Utrecht University</OrgName><OrgAddress><Country>The Netherlands</Country></OrgAddress></Affiliation></EditorGroup></SeriesHeader><SubSeries><SubSeriesInfo><SubSeriesID>1244</SubSeriesID><SubSeriesPrintISSN>0302-9743</SubSeriesPrintISSN><SubSeriesElectronicISSN>1611-3349</SubSeriesElectronicISSN><SubSeriesTitle Language="En">Lecture Notes in Artificial Intelligence</SubSeriesTitle></SubSeriesInfo><SubSeriesHeader><EditorGroup><Editor AffiliationIDS="Aff4"><EditorName DisplayOrder="Western"><GivenName>Jaime</GivenName><GivenName>G.</GivenName><FamilyName>Carbonell</FamilyName></EditorName></Editor><Editor AffiliationIDS="Aff5"><EditorName DisplayOrder="Western"><GivenName>Jörg</GivenName><FamilyName>Siekmann</FamilyName></EditorName></Editor><Affiliation ID="Aff4"><OrgName>Carnegie Mellon University</OrgName><OrgAddress><City>Pittsburgh</City><State>PA</State><Country>USA</Country></OrgAddress></Affiliation><Affiliation ID="Aff5"><OrgName>University of Saarland</OrgName><OrgAddress><City>Saarbrücken</City><Country>Germany</Country></OrgAddress></Affiliation></EditorGroup></SubSeriesHeader></SubSeries><Book Language="En"><BookInfo Language="En" NumberingStyle="ChapterContent" NumberingDepth="3" OutputMedium="All" TocLevels="0" ContainsESM="No" BookProductType="Monograph" MediaType="eBook"><BookID>978-3-540-40994-6</BookID><BookTitle>Developing Industrial Case-Based Reasoning Applications</BookTitle><BookSubTitle>The INRECA Methodology</BookSubTitle><BookVolumeNumber>1612</BookVolumeNumber><BookSequenceNumber>1612</BookSequenceNumber><BookDOI>10.1007/b94998</BookDOI><BookTitleID>59768</BookTitleID><BookPrintISBN>978-3-540-20737-5</BookPrintISBN><BookElectronicISBN>978-3-540-40994-6</BookElectronicISBN><BookChapterCount>12</BookChapterCount><BookCopyright><CopyrightHolderName>Springer-Verlag Berlin Heidelberg</CopyrightHolderName><CopyrightYear>2003</CopyrightYear></BookCopyright><BookSubjectGroup><BookSubject Type="Primary" Code="I">Computer Science</BookSubject><BookSubject Type="Secondary" Priority="1" Code="I21017">Artificial Intelligence (incl. Robotics)</BookSubject><BookSubject Type="Secondary" Priority="2" Code="I2301X">Computer Appl. in Administrative Data Processing</BookSubject><BookSubject Type="Secondary" Priority="3" Code="T11022">Complexity</BookSubject><BookSubject Type="Secondary" Priority="4" Code="W23067">Operations Research/Decision Theory</BookSubject><SubjectCollection Code="SUCO11645">Computer Science</SubjectCollection></BookSubjectGroup><BookContext><SeriesID>558</SeriesID><SubSeriesID>1244</SubSeriesID></BookContext></BookInfo><BookHeader><AuthorGroup><Author AffiliationIDS="Aff6"><AuthorName DisplayOrder="Western"><GivenName>Ralph</GivenName><FamilyName>Bergmann</FamilyName></AuthorName><Contact><Email>bergmann@uni-trier.de</Email></Contact></Author><Author AffiliationIDS="Aff7"><AuthorName DisplayOrder="Western"><GivenName>Klaus-Dieter</GivenName><FamilyName>Althoff</FamilyName></AuthorName><Contact><Email>althoff@iis.uni-hildesheim.de</Email></Contact></Author><Author AffiliationIDS="Aff8"><AuthorName DisplayOrder="Western"><GivenName>Sean</GivenName><FamilyName>Breen</FamilyName></AuthorName><Contact><Email>sbreen@imsgrp.com</Email></Contact></Author><Author AffiliationIDS="Aff9"><AuthorName DisplayOrder="Western"><GivenName>Mehmet</GivenName><FamilyName>Göker</FamilyName></AuthorName><Contact><Email>mehmet.goker@us.pwc.com</Email></Contact></Author><Author AffiliationIDS="Aff10"><AuthorName DisplayOrder="Western"><GivenName>Michel</GivenName><FamilyName>Manago</FamilyName></AuthorName><Contact><Email>mmanago@kaidara.com</Email></Contact></Author><Author AffiliationIDS="Aff11"><AuthorName DisplayOrder="Western"><GivenName>Ralph</GivenName><FamilyName>Traphöner</FamilyName></AuthorName><Contact><Email>ralph.traphoener@empolis.com</Email></Contact></Author><Author AffiliationIDS="Aff12"><AuthorName DisplayOrder="Western"><GivenName>Stefan</GivenName><FamilyName>Wess</FamilyName></AuthorName><Contact><Email>stefan.wess@empolis.com</Email></Contact></Author><Affiliation ID="Aff6"><OrgDivision>Department of Business Information Systems II</OrgDivision><OrgName>University of Trier</OrgName><OrgAddress><City>Trier</City><Country>Germany</Country></OrgAddress></Affiliation><Affiliation ID="Aff7"><OrgDivision>Institute of Computer Science</OrgDivision><OrgName>University of Hildesheim</OrgName><OrgAddress><Street>Marienburger Platz 22</Street><Postcode>31141</Postcode><City>Hildesheim</City><Country>Germany</Country></OrgAddress></Affiliation><Affiliation ID="Aff8"><OrgName>Interactive Multimedia Systems (IMS)</OrgName><OrgAddress><Street>Clara House, Glenageary, Co.</Street><City>Dublin</City><Country>Ireland</Country></OrgAddress></Affiliation><Affiliation ID="Aff9"><OrgName>PricewaterhouseCoopers LLP, Center for Advanced Research</OrgName><OrgAddress><Street>Ten Almaden Blvd, Suite 1600</Street><Postcode>95113</Postcode><City>San Jose</City><State>CA</State></OrgAddress></Affiliation><Affiliation ID="Aff10"><OrgName>Kaidara</OrgName><OrgAddress><City>Paris</City><Country>France</Country></OrgAddress></Affiliation><Affiliation ID="Aff11"><OrgName>empolis GmbH</OrgName><OrgAddress><Postcode>67657</Postcode><City>Kaiserslautern</City><Country>Germany</Country></OrgAddress></Affiliation><Affiliation ID="Aff12"><OrgName>empolis GmbH</OrgName><OrgAddress><Street>Europaallee 10</Street><Postcode>67657</Postcode><City>Kaiserslautern</City><Country>Germany</Country></OrgAddress></Affiliation></AuthorGroup></BookHeader><Part ID="Part4"><PartInfo TocLevels="0"><PartID>4</PartID><PartSequenceNumber>4</PartSequenceNumber><PartTitle>Using the Methodology in Different Domains</PartTitle><PartChapterCount>5</PartChapterCount><PartContext><SeriesID>558</SeriesID><BookTitle>Developing Industrial Case-Based Reasoning Applications</BookTitle></PartContext></PartInfo><Chapter ID="Chap8" Language="En"><ChapterInfo ChapterType="OriginalPaper" NumberingStyle="ContentOnly" NumberingDepth="2" TocLevels="0" ContainsESM="No"><ChapterID>8</ChapterID><ChapterDOI>10.1007/978-3-540-40994-6_8</ChapterDOI><ChapterSequenceNumber>8</ChapterSequenceNumber><ChapterTitle Language="En">7. Developing Case-Based Help-Desk Support Systems for Complex Technical Equipment</ChapterTitle><ChapterFirstPage>115</ChapterFirstPage><ChapterLastPage>137</ChapterLastPage><ChapterCopyright><CopyrightHolderName>Springer-Verlag Berlin Heidelberg</CopyrightHolderName><CopyrightYear>2003</CopyrightYear></ChapterCopyright><ChapterGrants Type="Regular"><MetadataGrant Grant="OpenAccess"></MetadataGrant><AbstractGrant Grant="OpenAccess"></AbstractGrant><BodyPDFGrant Grant="Restricted"></BodyPDFGrant><BodyHTMLGrant Grant="Restricted"></BodyHTMLGrant><BibliographyGrant Grant="Restricted"></BibliographyGrant><ESMGrant Grant="Restricted"></ESMGrant></ChapterGrants><ChapterContext><SeriesID>558</SeriesID><PartID>4</PartID><BookID>978-3-540-40994-6</BookID><BookTitle>Developing Industrial Case-Based Reasoning Applications</BookTitle></ChapterContext></ChapterInfo><ChapterHeader><AuthorGroup><Author AffiliationIDS="Aff6"><AuthorName DisplayOrder="Western"><GivenName>Ralph</GivenName><FamilyName>Bergmann</FamilyName></AuthorName><Contact><Email>bergmann@uni-trier.de</Email></Contact></Author><Author AffiliationIDS="Aff7"><AuthorName DisplayOrder="Western"><GivenName>Klaus-Dieter</GivenName><FamilyName>Althoff</FamilyName></AuthorName><Contact><Email>althoff@iis.uni-hildesheim.de</Email></Contact></Author><Author AffiliationIDS="Aff8"><AuthorName DisplayOrder="Western"><GivenName>Sean</GivenName><FamilyName>Breen</FamilyName></AuthorName><Contact><Email>sbreen@imsgrp.com</Email></Contact></Author><Author AffiliationIDS="Aff9"><AuthorName DisplayOrder="Western"><GivenName>Mehmet</GivenName><FamilyName>Göker</FamilyName></AuthorName><Contact><Email>mehmet.goker@us.pwc.com</Email></Contact></Author><Author AffiliationIDS="Aff10"><AuthorName DisplayOrder="Western"><GivenName>Michel</GivenName><FamilyName>Manago</FamilyName></AuthorName><Contact><Email>mmanago@kaidara.com</Email></Contact></Author><Author AffiliationIDS="Aff11"><AuthorName DisplayOrder="Western"><GivenName>Ralph</GivenName><FamilyName>Traphöner</FamilyName></AuthorName><Contact><Email>ralph.traphoener@empolis.com</Email></Contact></Author><Author AffiliationIDS="Aff12"><AuthorName DisplayOrder="Western"><GivenName>Stefan</GivenName><FamilyName>Wess</FamilyName></AuthorName><Contact><Email>stefan.wess@empolis.com</Email></Contact></Author></AuthorGroup><Abstract ID="Abs1" Language="En"><Heading>Abstract</Heading><Para>Help-desks support end-users of complex technical equipment by providing guidance on the use of products and by performing maintenance operations when needed. Since the complexity and diversity of technical equipment increases continuously, help-desk operators have difficulty covering the entire range of relevant products and need a knowledge repository to be able to find the correct solution to a problem as soon as possible.</Para><Para>This chapter describes the processes that must be performed to develop a casebased system to support help-desk operators in diagnosing complex technical equipment. It is based on the help-desk recipe from the cookbook level in the INRECA methodology. The recipe was created during the development of the HOMER system described in section 3.1, and has been applied to the development of several other help-desk systems. Using the methodology, we were able to speed up the development process of a case-based help-desk support system by a factor of 12 (see section 7.5). Apart from the increase in productivity, the methodology also resulted in considerable benefits regarding product and process quality, provided a means of communication, and served as a basis for management decisions.</Para></Abstract></ChapterHeader><NoBody></NoBody></Chapter></Part></Book></Series></Publisher></istex:document></istex:metadataXml><mods version="3.6"><titleInfo lang="en"><title>7. Developing Case-Based Help-Desk Support Systems for Complex Technical Equipment</title></titleInfo><titleInfo type="alternative" contentType="CDATA" lang="en"><title>7. Developing Case-Based Help-Desk Support Systems for Complex Technical Equipment</title></titleInfo><name type="personal"><namePart type="given">Ralph</namePart><namePart type="family">Bergmann</namePart><affiliation>Department of Business Information Systems II, University of Trier, Trier, Germany</affiliation><affiliation>E-mail: bergmann@uni-trier.de</affiliation><role><roleTerm type="text">author</roleTerm></role></name><name type="personal"><namePart type="given">Klaus-Dieter</namePart><namePart type="family">Althoff</namePart><affiliation>Institute of Computer Science, University of Hildesheim, Marienburger Platz 22, 31141, Hildesheim, Germany</affiliation><affiliation>E-mail: althoff@iis.uni-hildesheim.de</affiliation><role><roleTerm type="text">author</roleTerm></role></name><name type="personal"><namePart type="given">Sean</namePart><namePart type="family">Breen</namePart><affiliation>Interactive Multimedia Systems (IMS), Clara House, Glenageary, Co., Dublin, Ireland</affiliation><affiliation>E-mail: sbreen@imsgrp.com</affiliation><role><roleTerm type="text">author</roleTerm></role></name><name type="personal"><namePart type="given">Mehmet</namePart><namePart type="family">Göker</namePart><affiliation>PricewaterhouseCoopers LLP, Center for Advanced Research, Ten Almaden Blvd, Suite 1600, 95113, San Jose, CA</affiliation><affiliation>E-mail: mehmet.goker@us.pwc.com</affiliation><role><roleTerm type="text">author</roleTerm></role></name><name type="personal"><namePart type="given">Michel</namePart><namePart type="family">Manago</namePart><affiliation>Kaidara, Paris, France</affiliation><affiliation>E-mail: mmanago@kaidara.com</affiliation><role><roleTerm type="text">author</roleTerm></role></name><name type="personal"><namePart type="given">Ralph</namePart><namePart type="family">Traphöner</namePart><affiliation>empolis GmbH, 67657, Kaiserslautern, Germany</affiliation><affiliation>E-mail: ralph.traphoener@empolis.com</affiliation><role><roleTerm type="text">author</roleTerm></role></name><name type="personal"><namePart type="given">Stefan</namePart><namePart type="family">Wess</namePart><affiliation>empolis GmbH, Europaallee 10, 67657, Kaiserslautern, Germany</affiliation><affiliation>E-mail: stefan.wess@empolis.com</affiliation><role><roleTerm type="text">author</roleTerm></role></name><typeOfResource>text</typeOfResource><genre type="research-article" displayLabel="OriginalPaper"></genre><originInfo><publisher>Springer Berlin Heidelberg</publisher><place><placeTerm type="text">Berlin, Heidelberg</placeTerm></place><dateIssued encoding="w3cdtf">2003</dateIssued><copyrightDate encoding="w3cdtf">2003</copyrightDate></originInfo><language><languageTerm type="code" authority="rfc3066">en</languageTerm><languageTerm type="code" authority="iso639-2b">eng</languageTerm></language><physicalDescription><internetMediaType>text/html</internetMediaType></physicalDescription><abstract lang="en">Abstract: Help-desks support end-users of complex technical equipment by providing guidance on the use of products and by performing maintenance operations when needed. Since the complexity and diversity of technical equipment increases continuously, help-desk operators have difficulty covering the entire range of relevant products and need a knowledge repository to be able to find the correct solution to a problem as soon as possible. This chapter describes the processes that must be performed to develop a casebased system to support help-desk operators in diagnosing complex technical equipment. It is based on the help-desk recipe from the cookbook level in the INRECA methodology. The recipe was created during the development of the HOMER system described in section 3.1, and has been applied to the development of several other help-desk systems. Using the methodology, we were able to speed up the development process of a case-based help-desk support system by a factor of 12 (see section 7.5). Apart from the increase in productivity, the methodology also resulted in considerable benefits regarding product and process quality, provided a means of communication, and served as a basis for management decisions.</abstract><relatedItem type="host"><titleInfo><title>Developing Industrial Case-Based Reasoning Applications</title><subTitle>The INRECA Methodology</subTitle></titleInfo><name type="personal"><namePart type="given">Ralph</namePart><namePart type="family">Bergmann</namePart><affiliation>Department of Business Information Systems II, University of Trier, Trier, Germany</affiliation><affiliation>E-mail: bergmann@uni-trier.de</affiliation></name><name type="personal"><namePart type="given">Klaus-Dieter</namePart><namePart type="family">Althoff</namePart><affiliation>Institute of Computer Science, University of Hildesheim, Marienburger Platz 22, 31141, Hildesheim, Germany</affiliation><affiliation>E-mail: althoff@iis.uni-hildesheim.de</affiliation></name><name type="personal"><namePart type="given">Sean</namePart><namePart type="family">Breen</namePart><affiliation>Interactive Multimedia Systems (IMS), Clara House, Glenageary, Co., Dublin, Ireland</affiliation><affiliation>E-mail: sbreen@imsgrp.com</affiliation></name><name type="personal"><namePart type="given">Mehmet</namePart><namePart type="family">Göker</namePart><affiliation>PricewaterhouseCoopers LLP, Center for Advanced Research, Ten Almaden Blvd, Suite 1600, 95113, San Jose, CA</affiliation><affiliation>E-mail: mehmet.goker@us.pwc.com</affiliation></name><name type="personal"><namePart type="given">Michel</namePart><namePart type="family">Manago</namePart><affiliation>Kaidara, Paris, France</affiliation><affiliation>E-mail: mmanago@kaidara.com</affiliation></name><name type="personal"><namePart type="given">Ralph</namePart><namePart type="family">Traphöner</namePart><affiliation>empolis GmbH, 67657, Kaiserslautern, Germany</affiliation><affiliation>E-mail: ralph.traphoener@empolis.com</affiliation></name><name type="personal"><namePart type="given">Stefan</namePart><namePart type="family">Wess</namePart><affiliation>empolis GmbH, Europaallee 10, 67657, Kaiserslautern, Germany</affiliation><affiliation>E-mail: stefan.wess@empolis.com</affiliation></name><genre type="book-series" displayLabel="Monograph"></genre><originInfo><copyrightDate encoding="w3cdtf">2003</copyrightDate><issuance>monographic</issuance></originInfo><subject><genre>Book-Subject-Collection</genre><topic authority="SpringerSubjectCodes" authorityURI="SUCO11645">Computer Science</topic></subject><subject><genre>Book-Subject-Group</genre><topic authority="SpringerSubjectCodes" authorityURI="I">Computer Science</topic><topic authority="SpringerSubjectCodes" authorityURI="I21017">Artificial Intelligence (incl. Robotics)</topic><topic authority="SpringerSubjectCodes" authorityURI="I2301X">Computer Appl. in Administrative Data Processing</topic><topic authority="SpringerSubjectCodes" authorityURI="T11022">Complexity</topic><topic authority="SpringerSubjectCodes" authorityURI="W23067">Operations Research/Decision Theory</topic></subject><identifier type="DOI">10.1007/b94998</identifier><identifier type="ISBN">978-3-540-20737-5</identifier><identifier type="eISBN">978-3-540-40994-6</identifier><identifier type="ISSN">0302-9743</identifier><identifier type="eISSN">1611-3349</identifier><identifier type="BookTitleID">59768</identifier><identifier type="BookID">978-3-540-40994-6</identifier><identifier type="BookChapterCount">12</identifier><identifier type="BookVolumeNumber">1612</identifier><identifier type="BookSequenceNumber">1612</identifier><identifier type="PartChapterCount">5</identifier><part><date>2003</date><detail type="part"><title>Using the Methodology in Different Domains</title></detail><detail type="volume"><number>1612</number><caption>vol.</caption></detail><extent unit="pages"><start>115</start><end>137</end></extent></part><recordInfo><recordOrigin>Springer-Verlag Berlin Heidelberg, 2003</recordOrigin></recordInfo></relatedItem><relatedItem type="series"><titleInfo><title>Lecture Notes in Computer Science</title></titleInfo><name type="personal"><namePart type="given">Gerhard</namePart><namePart type="family">Goos</namePart><affiliation>Karlsruhe University, Germany</affiliation><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Juris</namePart><namePart type="family">Hartmanis</namePart><affiliation>Cornell University, NY, USA</affiliation><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Jan</namePart><namePart type="family">van Leeuwen</namePart><affiliation>Utrecht University, The Netherlands</affiliation><role><roleTerm type="text">editor</roleTerm></role></name><originInfo><copyrightDate encoding="w3cdtf">2003</copyrightDate><issuance>serial</issuance></originInfo><relatedItem type="constituent"><titleInfo><title>Lecture Notes in Artificial Intelligence</title></titleInfo><name type="personal"><namePart type="given">Gerhard</namePart><namePart type="family">Goos</namePart><affiliation>Karlsruhe University, Germany</affiliation><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Juris</namePart><namePart type="family">Hartmanis</namePart><affiliation>Cornell University, NY, USA</affiliation><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Jan</namePart><namePart type="family">van Leeuwen</namePart><affiliation>Utrecht University, The Netherlands</affiliation><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Jaime</namePart><namePart type="given">G.</namePart><namePart type="family">Carbonell</namePart><affiliation>Carnegie Mellon University, Pittsburgh, PA, USA</affiliation><role><roleTerm type="text">editor</roleTerm></role></name><name type="personal"><namePart type="given">Jörg</namePart><namePart type="family">Siekmann</namePart><affiliation>University of Saarland, Saarbrücken, Germany</affiliation><role><roleTerm type="text">editor</roleTerm></role></name><genre type="sub-series"></genre><identifier type="ISSN">0302-9743</identifier><identifier type="eISSN">1611-3349</identifier><identifier type="SubSeriesID">1244</identifier></relatedItem><identifier type="ISSN">0302-9743</identifier><identifier type="eISSN">1611-3349</identifier><identifier type="SeriesID">558</identifier><recordInfo><recordOrigin>Springer-Verlag Berlin Heidelberg, 2003</recordOrigin></recordInfo></relatedItem><identifier type="istex">9F6F92DFE4F3223730A3609D242F2AD3490DC304</identifier><identifier type="DOI">10.1007/978-3-540-40994-6_8</identifier><identifier type="ChapterID">8</identifier><identifier type="ChapterID">Chap8</identifier><accessCondition type="use and reproduction" contentType="copyright">Springer-Verlag Berlin Heidelberg, 2003</accessCondition><recordInfo><recordContentSource>SPRINGER</recordContentSource><recordOrigin>Springer-Verlag Berlin Heidelberg, 2003</recordOrigin></recordInfo></mods></metadata></istex></record>Pour manipuler ce document sous Unix (Dilib)
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