Providing cost-effective and efficient training is one of the major problems facing the telecommunications industry today.The quickly changing workplace,the reduction in workforce size,the increased responsibility placed on remaining employees,and the decreased availability of mentots are forcing a re-evaluation of traditional classroom training and on-the-job apprenticeship.Computer-Based Training (CBT) offers some relief by enabling on-site,on-demand,selfpaced instruction.However,since each CBT course is essentially designed“from scratch,”the expense of developing such courses,as well as inherent limitations in current CBT tools,often limit the effectiveness and viability of the restilting training.In this paper,we present a knowledge-based Intelligent Tutoring System that supports the efficient development of sophisticated on-line training on the use of telephony Operations Support Systems(OSSs).
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