Automation of Service Desk: Knowledge Management Perspective

Michal Dostál, Jan Skrbek

2021

Abstract

In the current times, the need for quality and effective service support technologies is high. We can achieve good IT service operations that support good knowledge management practices by employing automation techniques and methods to the Service Desk systems. In our position paper, we look at the literature regarding Service Desk automation in relation to knowledge management. We then propose a theoretical model of Automatized Service Desk Systems that uses several techniques to help and automatize the process of user request resolution. Our proposed system employs text mining techniques, a virtual agent, an expert system, a customer intent detector, and a ticketing system.

Paper Citation

in Harvard Style

Dostál M. and Skrbek J. (2021). Automation of Service Desk: Knowledge Management Perspective. In Proceedings of the 13th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management (IC3K 2021) - Volume 3: KMIS; ISBN 978-989-758-533-3, SciTePress, pages 204-210. DOI: 10.5220/0010693100003064

in Bibtex Style

@conference{kmis21,
author={Michal Dostál and Jan Skrbek},
title={Automation of Service Desk: Knowledge Management Perspective},
booktitle={Proceedings of the 13th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management (IC3K 2021) - Volume 3: KMIS},
year={2021},
pages={204-210},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010693100003064},
isbn={978-989-758-533-3},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 13th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management (IC3K 2021) - Volume 3: KMIS
TI - Automation of Service Desk: Knowledge Management Perspective
SN - 978-989-758-533-3
AU - Dostál M.
AU - Skrbek J.
PY - 2021
SP - 204
EP - 210
DO - 10.5220/0010693100003064
PB - SciTePress