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THE INNOVATIVE APPROACH TO INTELLIGENT HELPDESK SYSTEMS DEVELOPMENT

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THE INNOVATIVE APPROACH TO INTELLIGENT HELPDESK SYSTEMS DEVELOPMENT

Vladimir Milićević ,
Vladimir Milićević
Contact Vladimir Milićević

Belgrade Metropolitan University , Belgrade , Serbia

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Slavoljub Milovanović
Slavoljub Milovanović

Faculty of Economisc in Niš, University of Nis , Niš , Serbia

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Received: 03.11.2019.

Accepted: 22.11.2019. >>

Published: 29.11.2019.

Volume 1, Issue 2 (2019)

pp. 31-42;

https://doi.org/10.7251/sted1902031m

Abstract

The paper examines the current state and the possibilities of using contemporary approaches and tools in HelpDesk systems development with the aim to examine its disadvantages. Disadvantages are accurately analyzed and the paper gives clear guidance how to eliminate them. It has been noticed that current design and development approaches have their own advantages and disadvantages. The application of the unified approach that combines the best individual characteristics of the existing approaches enables development of an automated HelpDesk system that is capable of expanding its own expertise. By combining unified aspect approach with the zero tolerance model driven approach, a new innovative approach to the development of a wide range of expert systems is obtained. This innovative approach is characterized by the highest possible degree of modularity. The application of the aforementioned approaches has also enabled expansion and improvement of the existing expert systems used for servicing numerous companies operating in various fields of business.

Keywords

HelpDesk systems development,

object-oriented approach,

aspect-oriented approach,

intelligent information systems

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