The first step towards automation is to efficiently manage and resource the database that would act as first level delivery mechanism to the user. Alternatively the database so managed can also act as ready reckoner for the user or helpdesk engineer (HDE) while delivering the support services.

This assimilation of data in an assorted form is referred to as “Knowledge Management ”. At Quasar as part of delivering world-class help desk service to the user, we realized the need for a Knowledge Management tool to be an integral part of our delivery mechanism.

This knowledge Management Tool developed by us has bee christened as “Master Mind

SCOPE:

 The scope of this document is to:

Describe the product
Describe the need
Technical overview of the product
Describe the future scope of the product

PURPOSE:

Master Mind is targeted to fill in this void between customer query and HDE solution. It acts as the first level support delivery mechanism to the help-desk user. Alternatively this database so managed can also act as ready reckoner for the user and /or delivering support services.

Master Mind also includes a complete reporting mechanism, which will store the data based on usage and user trends. This will help understand the user pattern across various locations and domains for better knowledge management.

The security feature in Master Mind has been implemented on two broad criterions.

Administrative module
Domain Module

Administrative module help manage the user information and hierarchy. Domain module is targeted at knowledge management.

TECHNOLOGY:

Master Mind is a web-enabled tool, which can be hosted on IIS web server and can be accessed by users using web browsers.

Operating System:    Windows 2000 Server
Web Server:             IIS 6.0
Database:                SQL Server 2000
Scripting Tools:         VB, Java and ASP front end

ANALYSIS:

Proposed System:

Master Mind is built on 4 level privileged access mechanisms.

Super Administrator
Administrator
User
Database Administrator

Super Administrator:

Super Administrator enjoys the highest level in the hierarchy and can:

Add/Modify/Delete Administrators
Create Specialist
Can access reports pertaining to all Domains & Categories
Search the database

Administrator:

Administrator is second level in the hierarchy and can:

Add/Modify/Delete Users
Access specialist database if assigned
Can access reports pertaining to assigned Domains & Categories
Search the database

User:

Normal user can:

Search the Database
Report errors to Administrator
Escalate queries to Specialist

Database Administrator:

Database Administrator is responsible for complete Database administration, which includes assimilation, uploading, validation and thesaurus database maintenance.

Escalation Mechanism:

Escalation is broadly classified into 2 categories

1. Specialist escalation
2. Administrator escalation

User can escalate the queries if he feels the solution in the database is wrong, or if there is no solution in the data bank. Specialist can access these requests using the designated login and suggest a proper solution. This in turn will reach database administrator who will validate the solution and upload it to the database.

Any suggestions, comments related to the tool can be escalated to the database administrator who in turn will implement the corrections.

Security Architecture:

User level security is designed using a well-defined hierarchy. Super admin being at the highest level. Super Admin will over-see the operations of Administrators. Admin will manage the users. Domains are also clearly defined and can be managed based on the user hierarchy. Database administrator will control the complete back end database operations and is solely responsible for the hit rates.