Knowledge-based system support for the information center's troubleshooting function

摘要

Knowledge-based systems support for the consulting/troubleshooting function within information centers was investigated. This function is defined and characteristics are identified which make it an appropriate target for knowledge-based systems support. A general architecture for a troubleshooting expert system was developed and its elements are described. A case is described which illustrates the application of an expert system in the provision of troubleshooting service by the information center of a major state university. The results illustrate the impact that such a knowledge-based system approach can have in the troubleshooting area, especially in relation to the efficient utilization of information center personnel.