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Technical Report: Angel Bot, the evolution of the service support experience.

Pelle, Gabriele (2012) Technical Report: Angel Bot, the evolution of the service support experience. Undergraduate thesis, National College of Ireland.

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Abstract

Angel Bot is an application created with the scope to improve the current level of IT service support provided inside the organization. One of its goals is to automate, using the latest IT technologies available, the current IT “helpdesk” support reducing considerably the amount of human resource required, improving the efficiency, reducing the overall cost, and being a new starting point for the creation of new processes that will integrate and support the current business strategies of the company. The software tries to replace that part of the ITSM (information technology service management) defined by ITIL (information technology infrastructure library) as level 1 support.

The roles that it covers, following the ITIL definition, are the following:
-Register and classify received incident and provide immediate effort to restore the faulty IT service as soon as possible.
-Escalate, when necessary, the relevant case to the second level support (technical expert)

Angel Bot Technical Report:
Being the first point of contact for every end user query related to IT incident (technical issues) or service request (change request). The application is a combination of two programming languages AIML and PHP/SQL, using email (SMTP/IMAP) as main communication channel. The “brain” of the artificial intelligence system contains information taken an official Knowledge Database currently used inside the Hewlett Packard organization.

The application has been evaluated by some Hewlett Packard employees whom are responsible for providing Service Delivery to the organization customer, and further implementation will be evaluated by the company. It contains confidential information.

Item Type: Thesis (Undergraduate)
Subjects: Q Science > QA Mathematics > Computer software
T Technology > T Technology (General) > Information Technology > Computer software

Z Bibliography. Library Science. Information Resources > ZA Information resources > ZA4450 Databases
Z Bibliography. Library Science. Information Resources > ZA Information resources > ZA4150 Computer Network Resources
T Technology > T Technology (General) > Information Technology
Divisions: School of Computing > Bachelor of Science in Software Systems
Depositing User: Clair McAuley
Date Deposited: 16 Oct 2012 16:05
Last Modified: 16 Oct 2012 16:05
URI: http://trap.ncirl.ie/id/eprint/694

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