Computer Support Interactions: Verifying a Process Model of Problem Trajectory in an Information Technology Support Environment.
Description:
Observations in the information technology (IT) support environment and generalizations from the literature regarding problem resolution behavior indicate that computer support staff seldom store reusable solution information effectively for IT problems. A comprehensive model of the processes encompassing problem arrival and assessment, expertise selection, problem resolution, and solution recording has not been available to facilitate research in this domain. This investigation employed the fi…
more
Date:
December 2006
Creator:
Strauss, Christopher Eric
Partner:
UNT Libraries