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Recommendation System for Assisting the Management of Information Technology

Authors:
Taciano Balardin
Felipe Nunes
Gleizer Voss
Jose Valdeni
Roseclea Medina

Keywords: Mobile Service Desk; Recommendation System; Similarity Analysis Algorithms

Abstract:
Management of the problems occurred in environments that make use of the Information Technology (IT), together with the need for the quick response from the support teams area, a challenge for today. With this, organizations require systems to manage these incidents, as a Service Desk to centralize these records. The objective of this work is to integrate a system of Mobile Service Desk to a recommendation system that stores past interactions and utomatically suggests as a possible solution for new similar incidents in the managed environment. As a contribution of this work, an algorithm was compared for similarity analysis and it has been integrated to the tool that showed the best results.

Pages: 72 to 79

Copyright: Copyright (c) IARIA, 2014

Publication date: August 24, 2014

Published in: conference

ISSN: 2308-4278

ISBN: 978-1-61208-353-7

Location: Rome, Italy

Dates: from August 24, 2014 to August 28, 2014