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Record identifier : 567644
Personal Name - Primary Intelectual Responsibility : Strauss, Christopher Eric
Title and statement of responsibility : Computer support interactions: Verifying a process model of problem trajectory in an information technology support environment [Thesis]
Publication, Distribution,Etc. : University of North Texas, 2006
Language of the Item : eng
Dissertation of thesis details and type of degree : Ph.D.
Body granting the degree : , University of North Texas
Summary or Abstract : Observations in the information technology (IT) support environment and generalizations from the literature regarding problem resolution behavior indicate that computer support staff seldom store reusable solution information effectively for IT problems. A comprehensive model of the processes encompassing problem arrival and assessment, expertise selection, problem resolution, and solution recording has not been available to facilitate research in this domain. This investigation employed the findings from a qualitative pilot study of IT support staff information behaviors to develop and explicate a detailed model of problem trajectory. Based on a model from clinical studies, this model encompassed a trajectory scheme that included the communication media, characteristics of the problem, decision points in the problem resolution process, and knowledge creation in the form of solution storage..
Topical Name Used as Subject : Information systems, Computer science
Information of biblio record : TL
 
 
 
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