A rule-based system for automatic assignment of technicians to service faults

Avinoam Lazarov, Peretz Shoval

Research output: Contribution to journalArticlepeer-review

12 Scopus citations

Abstract

We present a model and a prototype system for the assignment of technicians to handle computer system faults (including hardware, software and communications) that are reported by users connected to the organization's computer network. The model attempts to simulate the assignment process of technicians, as carried out by the manager of a help desk. The model has been developed on the basis of a detailed study of the process of handling faults and the assignment of technicians in a number of organizations. In order to validate the model, simulation tests have been carried out, designed to compare the results of the model's assignment process, in hundreds of cases, against assignments carried out by experts who participated in the experiments. The results show that in 48% of the cases, the system's assignment of technicians was better than that of the experts, and that in 92% of the cases, the system achieved results as good or better than did the experts.

Original languageEnglish
Pages (from-to)343-360
Number of pages18
JournalDecision Support Systems
Volume32
Issue number4
DOIs
StatePublished - 1 Mar 2002

Keywords

  • Assignment of technicians to faults
  • Decision rules
  • Decision support system
  • Help desk system
  • Information retrieval
  • Rule-based system

ASJC Scopus subject areas

  • Management Information Systems
  • Information Systems
  • Developmental and Educational Psychology
  • Arts and Humanities (miscellaneous)
  • Information Systems and Management

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