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

  • Thomas R. Roth-Berghofer
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 3096)


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.


Domain Model Knowledge Acquisition Change Management Change Problem System Skill 
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Copyright information

© Springer-Verlag Berlin Heidelberg 2004

Authors and Affiliations

  • Thomas R. Roth-Berghofer
    • 1
    • 2
  1. 1.Knowledge-Based Systems Group, Department of Computer ScienceUniversity of KaiserslauternKaiserslautern
  2. 2.Knowledge Management Department German Research Center for Artificial Intelligence DFKI GmbHKaiserslauternGermany

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