Návrh a realizace expertního systému pro podporu a zefektivnění řešení helpdeskových požadavků

This thesis deals with the use of expert systems in helpdesk diagnostics. The goal was to design and implement an expert system to support and streamline the solution of helpdesk requests. The ESDLC methodology including 7 phases was applied to the solution – problem definition, expert system selection, knowledge acquisition, knowledge representation, knowledge implementation, verification and validation, evaluation. The empty expert system eXpertise2Go was used as the development tool. The created system prototype was implemented in the web and android mobile environment. By using the system prototype, it was possible to achieve a 90% success rate in solving help desk requests. The main benefit is the verification that ICT providers can minimize the effects of faulty human resource management and insufficient adaptation to the rapid development of ICT by introducing expert systems, but also make the operation of their own support department more efficient.