{"product_id":"easing-the-overloaded-help-desk-the-development-of-an-user-self-help-knowledge-management-system-von-nelson-k-y-leung","title":"Easing the Overloaded Help Desk","description":"\u003cp\u003eRevision with unchanged content. IT has changed the way organizations function. This has resulted in reliance  of help desks to support users to deal with a wide range of IT related problems  such as hardware, software and telecommunication. However, due to  resources problem, users often have to wait for a considerably long time before  their enquiries and problems are answered and solved. Literature has  shown that the majority of incoming enquiries are considered to be simple  and routine which do not require specialized knowledge. This book  investigates the feasibility of developing an user self-help knowledge management  system by applying techniques in knowledge management and  software agent technology to improve the support process of routine and  simple technical enquires in the help desk. A survey is conducted to identify  queries and problems that are considered to be simple and routine. The  results also show that a decrease of incoming enquiries can be expected if  sufficient online information, trainings, guidelines and technical documentations  are provided to the users. The book is addressed to help desk  practitioners and researchers in IT\/IS and Knowledge Management.\u003c\/p\u003e\u003cdiv class=\"aw-variant-hidden-subtitle-div\" id=\"aw-variant-subtitle-9783639418637\"\u003e\u003ch3\u003eThe Development  of an User Self-Help  Knowledge Management System\u003c\/h3\u003e\u003c\/div\u003e","brand":"Libri","offers":[{"title":"Softcover - 9783639418637","offer_id":39427894870109,"sku":"9783639418637","price":49.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0940\/0622\/files\/9ba2851c-aa87-4267-bb55-5a92fe400fc0.jpg?v=1773294423","url":"https:\/\/shop.autorenwelt.de\/products\/easing-the-overloaded-help-desk-the-development-of-an-user-self-help-knowledge-management-system-von-nelson-k-y-leung","provider":"Autorenwelt Shop","version":"1.0","type":"link"}