Learning from HOMER, a Case-Based Help Desk Support System

TitleLearning from HOMER, a Case-Based Help Desk Support System
Publication TypeBook Chapter
Year of Publication2004
AuthorsMelnik G, Holz H
Book TitleAdvances in Learning Software Organizations
ChapterLearning from HOMER, a Case-Based Help Desk Support System
Pagination88-97
PublisherSpringer-Verlag
CityBerlin Heidelberg
ISBN Number3-540-22192-1
Other NumbersISSN 0302-9743
Abstract

The Homer help desk support system, developed in the
course of the Inreca-II project, is an example of applying Case-Based Reasoning to problems of a software-intensive organization. This paper discusses, in retrospect, Homer with respect to change management processes at DaimlerChrysler and various feedback and learning possibilites that the help desk support system provided for itself, the help desk personnel, and the supported IT infrastructure of the car development department in Sindelfingen.

URLhttps://doi.org/10.1007/978-3-540-25983-1\_1
DOI10.1007/978-3-540-25983-1\_1