Overview |
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Tasks |
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Included with |
Tivoli Problem Management |
How Adaptive Learning works |
When a help desk analyst uses Adaptive Learning
to find a solution, Adaptive Learning searches the problem description for keywords that
match concepts found in the Thesaurus. Adaptive Learning then retrieves the solutions that
are associated with those concepts. Suppose, for example, that the problem description is "The printer doesn't work." Adaptive Learning identifies the keyword "print" in the description, which matches the concept "print" in the Thesaurus. Adaptive Learning then searches for any solutions associated with the concept "print" and retrieves them. |
Associating concepts with solutions |
In order for Adaptive Learning to work, you must
first associate the concepts found in the Thesaurus with solutions in your database. You
can associate concepts with any of the following types of solutions:
You can associate concepts with solutions in two ways:
Note: In order to associate concepts with solutions, solved problems must already exist in your database. |
Learning dialog box |
The Learning dialog box enables users to set
parameters and options.
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Work with Concepts dialog box |
The Work with Concepts dialog box enables users
to add associated concepts or remove available concepts in Tivoli Problem Management.
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Using the Learning button on the Work with Thesaurus dialog box to associate concepts with solutions |
The Learn Utility searches solution descriptions
for keywords, which match concepts in the Thesaurus. When the Learn Utility identifies a
particular concept in a solution description, it associates that concept with the solution
in the database. Also, when Adaptive Learning retrieves a solution, the Learn Utility uses the number of matching concepts found in the solution description, and the number of times the solution has been activated, to determine its score. Scores are helpful to help desk analysts because the higher the score, the higher the probability that the solution is the correct one. The score appears beside the retrieved solution in the Work with Adaptive Learning dialog box. The Learn Utility can take a long time to process. The amount of time required to run the Learn Utility depends on the Learn options you select, and the number of solutions in your database, and the speed of your system. Note: After you run the Learn Utility, Tivoli Problem Management
automatically handles the learn function whenever a help desk analyst activates a solution
for a problem. To use the Learn Utility:
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Associating concepts manually |
Although Tivoli Problem Management automatically
uses the learning function whenever a help desk analyst activates a solution, it does not
make the necessary associations when you add a new concept to the Thesaurus. For each new
concept, you must associate solutions manually. Note: You must use the Learning dialog box before you can associate concepts manually. To associate a concept manually:
Note: The Work with Solution dialog box appears. |