Learning from HOMER, a Case-Based Help Desk Support System

摘要

The HOMER help desk support system, developed in the course of the INRECA-II project, is an example of applying Case-Based Reasoning to problems of a software-intensive organization. This paper discusses, in retrospect, HOMER with respect to change management processes at DaimlerChrysler and various feedback and learning possibilites that the help desk support system provided for itself, the help desk personnel, and the supported IT infrastructure of the car development department in Sindelfingen.