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This paper demonstrates the viability of a rule-based consultation system as a mechanism for effective resource management through integration of knowledge about users, business problems, and resources. The specific domain within which the expert system will be tested is the Information Center (IC), which deals with end-user computing resources. In the last decade, the information center concept has been proposed as an organizational solution to resource management problems related to end user computing. As ICs become subjected to increased user expectations, they face the problem of trying to provide more service with limited staff. Just as the IC provides support for technology enhancement, technology can be used to support the IC.The research hypothesis is that the knowledge and methodologies of IC consultants, as well as institutional policies, can be represented in a knowledge base. The system will then draw conclusions about appropriate software or training solutions based on the interaction of user and resource profiles with the problem definition. The output of the model should be compatible with the situation which it is modeling. Currently, a rule-based expert system (ES) is being developed at the University of Arizona Department of Management Information Systems. This paper presents methodologies for design and implementation of the system. The development approach for the IC environment has three main parts, selected on the basis of compatibility with the work environment of the consultants: (1) User Profile, (2) Need Analysis, and (3) Tool/Resource Profile. Considerations of maintainability and transportability are also important. Because of changes in tool availability resulting in a need for new descriptions of the tool offerings, the design of an expert system for ICs must respond dynamically to unique flexibility, portability, and maintenance issues. The ability to transport such a system to similar, but not identical, ICs should be addressed in the design as well.An IC has been described as an organization specifically designed to produce guided services to help end users help themselves. A consultation expert system has been shown to be useful in reaching that goal. |
