Abstract
Nowadays, companies like Telecom Italia have recognized that in order to remain competitive, they must efficiently and effectively create, locate, capture and share their operational knowledge (OK) in an innovative way. The OK is mainly based on individual competence and experience, namely some sets of procedures used by people to construct a genuine strategy tailored to the speci- ficities of a given situation. In particular in the Asymmetric Digital Subscriber Line (ADSL) context, provisioning and assurance activities are critical services that allows differentiating Telecom Italia from its competitors. Technicians involved in the assurance and provisioning activities attempt to solve troubles related to the installation and maintenance of the ADSL components. Therefore, they usually access to technical documents, knowledge spread on different web-sites or call their colleagues for advice. However, in order to make faster and more efficiently and effectively provisioning and assurance activities, ADSL technicians need to share, fast access and manage update knowledge through a unique source. Therefore starting from our Operational Knowledge Management Framework (OKMF) [1], we have developed an Operational Knowledge Management System (OKMS), called Remoter. It has a tree tier web-based architecture which groups different technologies (Document Management, Forum, CBR). In particular, this paper discuss our methodology involving CBR techniques in our OKMF.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Valente, G., Rigallo, A.: An Innovative Approach for Managing Competence: An Operational Knowledge Management Framework. In: Palade, V., Howlett, R.J., Jain, L. (eds.) KES 2003. LNCS, vol. 2773, pp. 1023–1029. Springer, Heidelberg (2003)
Plaza, E., Aamodt, A.: Case-Based Reasoning: Foundational Issues, Methodological Variations, and System Approaches. AI Communications 7(1), 39–59 (1994)
Egain WEB Site, http://www.egain.com
Aha, D.W., Breslow, L.A., Munoz-Avila, H.: Conversational Case-Based Reasoning. Applied Intelligence 14, 9–32 (2001)
Bartsch-Spörl, B., Lenz, M., Hübner, A.: Case-based reasoning - survey and future directions. In: Puppe, F. (ed.) XPS 1999. LNCS (LNAI), vol. 1570, pp. 67–89. Springer, Heidelberg (1999)
Davenport, T.H., Prusak, L.: Working Knowledge. Harvard Business School Press, Boston (1998)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2004 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Valente, G., Rigallo, A. (2004). Using Case-Based Reasoning to Support Operational Knowledge Management. In: Motta, E., Shadbolt, N.R., Stutt, A., Gibbins, N. (eds) Engineering Knowledge in the Age of the Semantic Web. EKAW 2004. Lecture Notes in Computer Science(), vol 3257. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-30202-5_33
Download citation
DOI: https://doi.org/10.1007/978-3-540-30202-5_33
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-23340-4
Online ISBN: 978-3-540-30202-5
eBook Packages: Springer Book Archive