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...wser. Systems like Laptop, Palmtop, Smart Phone, Wearable Computer, which are used by the users of Remoter, can be used without any additional software. 4.2 From OKMF to Remoter According to Davenport=-=[8]-=-, knowledge projects are more likely to succeed when they can take advantage of a broader infrastructure of both technology and organization. Technology infrastructure consist of technologies that are...

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... a continuous learning process, the model becomes a clockwise spiral. Nonaka claims that ”the dynamic interaction, between the two types of knowledge, is the key to organizational knowledge creation” =-=[6]-=-. In order to obtain a clockwise spiral is necessary to add into a KM solution specific knowledge flows following the opposite direction (from user to knowledge repository) at the same intensity too. ...

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...mary goal of Knowledge Management (KM) is to ”improve organizational performance by enabling individuals to capture, share, and apply their collective knowledge to make optimal decision in real time” =-=[1]-=-. In fact KM is becoming more and more an important discipline in a variety of contexts, such as business, IT, telecommunication and so on. The problem of KM can be faced in three different ways: 1. L...

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...and. Knowledge should be integrated into potential solutions at use time by means of user-driven tasks, rather than being predefined at design time through a series of canonical (system-driven) tasks =-=[12]-=-. Moreover, traditional KM solution do not usually pursue the Nonaka’s model for knowl4sSOURCE KNOWLEDGE FLOW USER(S) SOURCE KNOWLEDGE FLOW KNOWLEDGE FLOW (a) (b) SOURCE ACQUISITION DIFFUSION UP-GRADE...

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... shall also sketch an instantiation 2sof the OKMF to support technicians during their day-to-day activities of provisioning and assurance of the ADSL (Asymmetric Digital Subscriber Line) services [3] =-=[4]-=-. This research was born and developed in collaboration with Telecom Italia Lab which is the research laboratory of Telecom Italia, an Italian company of telecommunication. Section 2 is devoted to exp...

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...). I shall also sketch an instantiation 2sof the OKMF to support technicians during their day-to-day activities of provisioning and assurance of the ADSL (Asymmetric Digital Subscriber Line) services =-=[3]-=- [4]. This research was born and developed in collaboration with Telecom Italia Lab which is the research laboratory of Telecom Italia, an Italian company of telecommunication. Section 2 is devoted to...

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...nagement System Remoter is a web-based application developed in order to support technicians involved in provisioning and assurance activities of the ADSL (Asymmetric Digital Subscriber Line) context =-=[13]-=-. In this context, two groups of technicians have been identified: 1. help desk/back office technicians: people working in an office, whose main activity is to help the on-the-field technicians when t...

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...sented in form of documents, messages, and cases. In particular the knowledge representation formalism used to structure the case base is based on the language provided by eGain which is a CCBR shell =-=[14]-=-. CCBR is a problem solving paradigm that is able to utilize the specific knowledge of previously experienced, similar problem situation (case) to solve new problem. A case is a list of question and a...