Establishing a Service Support Knowledge Base System: A Case Study

@article{Jntti2010EstablishingAS,
  title={Establishing a Service Support Knowledge Base System: A Case Study},
  author={Marko J{\"a}ntti and Jaakko Kalliokoski and Ky{\"o}sti V{\"a}h{\"a}kainu and Tuomas Honkala and Tarja Hakkarainen},
  journal={2010 Fifth International Conference on Systems},
  year={2010},
  pages={71-76}
}
IT service providers are continuously seeking new tools and methods to improve the performance of customer support and to reduce the support and maintenance costs. Self-service tools, such as knowledge base systems, provide customers and users solutions to their problems 24h/7d. However, many IT service providers do not have experience on how to implement a knowledge base system for service support. This challenge has led us to examine the research problem: How to establish a service support… CONTINUE READING

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