dc.creator | Leal Díaz, Miguel Ángel | es |
dc.creator | Martín Montes, Antonio | es |
dc.creator | Ropero Rodríguez, Jorge | es |
dc.creator | Barbancho Concejero, Julio | es |
dc.creator | León de Mora, Carlos | es |
dc.date.accessioned | 2022-01-31T11:56:34Z | |
dc.date.available | 2022-01-31T11:56:34Z | |
dc.date.issued | 2017 | |
dc.identifier.citation | Leal Díaz, M.Á., Martín Montes, A., Ropero Rodríguez, J., Barbancho Concejero, J. y León de Mora, C. (2017). An Intelligent Help-Desk Framework for Effective Troubleshooting. En INTELLI 2017: Sixth International Conference on Intelligent Systems and Applications (98-103), Nice, France: International Academy, Research, and Industry Association (IARIA). | |
dc.identifier.isbn | 978-1-61208-576-0 | es |
dc.identifier.uri | https://hdl.handle.net/11441/129455 | |
dc.description.abstract | Nowadays, technological infrastructure requires an
intelligent virtual environment based on decision processes.
These processes allow the coordination of individual elements
and the tasks that connect them. Thus, incident resolution
must be efficient and effective to achieve maximum
productivity. In this paper, we present the design and
implementation of an intelligent decision-support system
applied in technology infrastructure at the University of Seville
(Spain). We have used a Case Based Reasoning (CBR)
methodology and an ontology to develop an intelligent system
for supporting expert diagnosis and intelligent management of
incidents. This is an innovative and interdisciplinary approach
to knowledge management in problem-solving processes that
are related to environmental issues. Our system provides an
automatic semantic indexing for the generating of
question/answer pairs, a case based reasoning technique for
finding similar questions, and an integration of external
information sources via ontologies. A real ontology-based
question/answer platform named ExpertSOS is presented as a
proof of concept. The intelligent diagnosis platform is able to
identify and isolate the most likely cause of infrastructure
failure in case of a faulty operation. | es |
dc.format | application/pdf | es |
dc.format.extent | 6 | es |
dc.language.iso | eng | es |
dc.publisher | International Academy, Research, and Industry Association (IARIA) | es |
dc.relation.ispartof | INTELLI 2017: Sixth International Conference on Intelligent Systems and Applications (2017), pp. 98-103. | |
dc.rights | Attribution-NonCommercial-NoDerivatives 4.0 Internacional | * |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/4.0/ | * |
dc.subject | Case Based Reasoning | es |
dc.subject | Helpdesk | es |
dc.subject | Artificial Intelligence | es |
dc.subject | Fuzzy logic | es |
dc.subject | Ontology | es |
dc.title | An Intelligent Help-Desk Framework for Effective Troubleshooting | es |
dc.type | info:eu-repo/semantics/conferenceObject | es |
dcterms.identifier | https://ror.org/03yxnpp24 | |
dc.type.version | info:eu-repo/semantics/publishedVersion | es |
dc.rights.accessRights | info:eu-repo/semantics/openAccess | es |
dc.contributor.affiliation | Universidad de Sevilla. Departamento de Tecnología Electrónica | es |
dc.relation.publisherversion | https://www.iaria.org/conferences2017/ProgramINTELLI17.html | es |
dc.publication.initialPage | 98 | es |
dc.publication.endPage | 103 | es |
dc.eventtitle | INTELLI 2017: Sixth International Conference on Intelligent Systems and Applications | es |
dc.eventinstitution | Nice, France | es |
dc.relation.publicationplace | Nice, France | es |