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Context Awareness for Service Desk Management

Authors:
Jaziel Souza Lobo
Roseclea Duarte Medina

Keywords: Help Desk; Service Desk; Context-Aware; Location Awareness

Abstract:
This paper presents a customization of a service desk tool inserting some context-aware computing elements based on location, temporal and expertise awareness. As main result, a context-aware service desk system, that also allows access from mobile devices and improves technical calls distribution based on professional expertise and geographical location, was concept

Pages: 59 to 64

Copyright: Copyright (c) IARIA, 2013

Publication date: September 29, 2013

Published in: conference

ISSN: 2308-4278

ISBN: 978-1-61208-289-9

Location: Porto, Portugal

Dates: from September 29, 2013 to October 3, 2013