CORDIS provides links to public deliverables and publications of HORIZON projects.
Links to deliverables and publications from FP7 projects, as well as links to some specific result types such as dataset and software, are dynamically retrieved from OpenAIRE .
Exploitable results
Traditionally, Information Service departments have judged the quality of the services provided according to their technical indicators, instead of paying attention to the customer's service parameters; therefore the perceptions and demands of the customers have so far been neglected.
The only way of truly delivering service to clients is to automatically gather data about the agreed parameters of service as objective feedback of the customer's perception.
The INSERT components monitor critical values of the SLA (Service Level) parameters in each workstation, then distribute various actions if the desired threshold is exceeded, and find their correlation with the technical parameters, allowing technical staff to react quickly, focusing on the part of the IT Infrastructure that is giving problems.
Thanks to its problem solving techniques (Decision Trees, CBR engine - Case Based Reasoning - and Decision Rules), which incorporate expert systems technologies, the Help Desk provides the Customer Support Centre with quick solutions. The Call Centre also supplies traditional methods of Customer Support.
At present the solution is being run at two pilot sites, Iberdrola and Lyonnaise des Eaux, which now have a valuable experience of over 6 months.
The knowledge management gained has been implemented in a tool named i-know so that it can be reused in other projects.
One of the most important advantages of the INSERT solution is the adaptability to all kinds of infrastructure, enhanced by the design of its architecture. All the technical components of the INSERT solution (i.e. SLAM, HelpDesk and Call Centre) communicate among themselves through a CORBA 2.0 bus and with the central repository via SQL (Structured Query Language).
The most innovative component of the INSERT solution is the SLAM; it interacts with the ADAPTERS, which provide access to the functionality offered by the Management platform specific tools. Most of the adapters are CORBA 2.0 servers that make full use of a distributed object technology, with all the advantages this implies. It is in this way that the adapters allow the INSERT components to be connected to any platform without the need to make changes in the specific management applications.
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