An integrated expert help desk, and network support database

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West, I.R., 1991. An integrated expert help desk, and network support database. PhD, Nottingham Trent University.

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Abstract

Brush Electrical Machines Limited (BEM) provides a wide range of electrical products from large generators (above 100MW output) and traction locomotives, to smaller electric motors and complex control gear that regulates the flow of electricity. There is a continuous drive to reduce lead time from receipt of a tender enquiry, to the completion of manufacture and despatch to the customer. As the majority of BEM's turnover consist of contract work which require varying amounts of design work, computer systems are invaluable in reducing this design time and therefore the overall product lead time. As with many progressive international companies there is an ever increasing reliance on computer systems to provide the necessary business tools required for use by many different (and inter-related) departments within the organisation.

With this in mind it is not surprising that the proliferation of computer facilities has increased over the years and is growing at an ever increasing rate. The associated computer systems support required to maintain an efficient and reliable service to the business needs and users of them has increased also. In order that the service provided by the Computer Services Department (CSD), is of a high quality then their own internal systems for Administration, Support, Planning, Scheduling and Performance monitoring etc. must be flexible, efficient, accurate and easy to use. Automation of any functions is very desirable to make best use of the limited human resources available. To achieve this, computerised systems are required which will automate procedures and provide computer staff with the necessary functionality required to meet their objectives.

Therefore, a systems analysis and design of BEM CSD has been performed in order that problem areas are resolved, ensure business needs are met and implement new systems to facilitate the departments operational requirements to meet this ever increasing burden placed upon it.

As a result of this analysis and design a number of sub-systems, (Help Desk, Expert System, and Network Support), has been implemented using a combination of Oracle's SQL*forms and Sun's SunNet Manager packages, and integrated via a central database system, (Oracle RDBMS), all running on a networked RISC based Sun SPARC workstation running under the UNIX operating system.

The Help Desk provides CSD the necessary facilities to deal with user calls for assistance in a quick & reliable manner. Fault calls are logged, (for future analysis of recurring problems; and to progress calls), and retrieval of any hardware or software related information, (such as PC configuration data), is fast & accurate.

The Expert System allows CSD staff to solve various faults interactively with the caller and thus clear the problem very quickly even if no Technical Support staff are available.

The Network Support system is responsible for the allocation of unique network node identification information, (internet addresses), technical details of communication equipment, and a graphical representation of all computer & communications equipment used. In addition to this, computer and network performance statistics can be produced for analysis.

This new system has been developed with company computing strategy & policies very much in mind and as a result an Open System application has been implemented.