1. A Pervasive Computing Solution To Asset, Problem And Knowledge Management Author: Suman Kalia Dr. Charles Tappert Dr. Allen Stix Dr. Fred Grossman

2. Introduction Information is the new currency of the global economy. We increasingly rely on the electronic creation, storage, and transmission of personal, financial, and other confidential information. We also demand the highest security for all these transactions. We require complete access to time-sensitive data, regardless of physical location. We expect devices -- personal digital assistants, mobile phones, office PCs, and home entertainment systems -- to access that information and work together in one seamless, integrated system; i.e., there has to be a migration from the PC-centric to a multi centric model. Pervasive computing can help us manage information quickly, efficiently, and effortlessly

3. Abstract A Pervasive Computing approach to asset, problem, and management reduces the average time to complete all major helpdesk tasks, and leads to faster data availability, improves data quality, improves help desk Return on Investment (ROI), lowers overall Total Cost of Ownership (TCO) and increases user satisfaction.

4. Relevance of Research in the Context of Other Work Total cost of ownership of a desktop/server has always been elusive to corporate America. Desktop support/maintenance cost is many folds compared to the actual initial cost of the hardware itself. As the desktops mushroom across the corporation, it is very hard to maintain their up- to-date inventory, not to mention the cost at any given time, based on the repetitive hardware/software, applied during the history of the desktop.

5. Methodology Phase I –Build a Multi Location Architecture with Help Desk Suite of systems in Lotus Notes –Collect Data for 1 Year To Build Baseline Phase II –Implement Pervasive Technique Over Baseline Architecture –Collect Data For Phase II

7. Results

8. Results (contd.) Baseline VS Pervasive – Same Period

9. Results (Contd.) Baseline Followed By Pervasive

10. Results Baseline VS Pervasive – Same Period

11. Results (Contd.)

14. Conclusions Pervasive Computing Implementation: Speeds data availability and improves data quality Improves effectiveness of the Help Desk Improves Return on Investment and Total Cost of Ownership Improves user satisfaction

15. Conclusion (Contd.) Speeds Data Availability And Improves Data Quality January 2001 only 426 calls in the baseline data period. This increased to 1,207 calls under pervasive computing for the same period in 2002. Similarly in Feb 2001 under our baseline we handled 438 calls while in 2002 we handled 1272 calls

16. Conclusion (Contd.) Improves Effectiveness of the Help Desk Less commuting, wider Knowledge Base, and remote access to all tools. This allows the Field Service Engineer to resolve problems more quickly Two-fold improvement clearly shows the improved effectiveness of the Help Desk under pervasive computing.

17. Conclusion (Contd.) Improves Return on Investment and Total Cost of Ownership The Help Desk has a direct impact on 28% of the TCO # of calls improving, the quality of the calls improving, and the effectiveness of the HD improving we were able to handle almost two times the calls with same staff Direct cost saving in the TCO and increase in ROI as we were getting more work out of the existing Field Service Engineers

18. Conclusion (Contd.) Improves User Satisfaction Handling two times the number of calls in same time period shows that overall response time must be better Reduced user downtime, which is one of the major causes of user dissatisfaction Feed back from engineers who worked on both the baseline and pervasive computing phases indicates that the users were more satisfied during the pervasive computing phase

19. Questions