Home/An Examination of Remote Access Help Desk Cases

An Examination of Remote Access Help Desk Cases

Aaron Steinfeld, Ritika Sanghi, Joseph Andrew Giampapa, Daniel Siewiorek and Katia Sycara
CMU-CS-03-190, Carnegie Mellon University, September, 2003

Download Publication (PDF)

Copyright notice: This material is presented to ensure timely dissemination of scholarly and technical work. Copyright and all rights therein are retained by authors or by other copyright holders. All persons copying this information are expected to adhere to the terms and constraints invoked by each author’s copyright. These works may not be reposted without the explicit permission of the copyright holder.

Abstract

As a precursor to explorations on future network interoperability problem resolution methods and tools, it is necessary to obtain an understanding of problems in the present day. The remote network access application area was chosen as a case study due to rich sources of information, frequent problems, and considerable detrimental impact on user efficiency. To this end, existing remote network access help desk data was acquired and analyzed. The data was used to characterize remote network access interoperability problems and identify key issues. For the data examined, the two largest problems specific to remote end users were obtaining modem phone numbers for their location and adequate user rights upon connection. Potential for better knowledge re-use and dissemination of solutions to common problems to the general population was also observed.

BibTeX Reference
@techreport{Steinfeld-2003-8744,
title = {An Examination of Remote Access Help Desk Cases},
author = {Aaron Steinfeld and Ritika Sanghi and Joseph Andrew Giampapa and Daniel Siewiorek and Katia Sycara},
keyword = {Human Computer Interaction, help desk, system administration, problem resolution, remote access, mental models, network interoperability},
notes = {Also appears as CMU-HCII-03-100.},
sponsor = {Office of Naval Research},
grantID = {N0014-02-1-0438},
school = {Computer Science Department , Carnegie Mellon University},
month = {September},
year = {2003},
number = {CMU-CS-03-190},
address = {Pittsburgh, PA},
}
2017-09-13T10:44:31+00:00