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.