Title: Crowdsourcing from the Community to Resolve Complex Service Requests

Authors: Anthony O’Leary:VMWare; Paidi O’Raghallaigh:Business Information Systems,UCC; Tadhg Nagle:Cork University Business School,UCC; David Sammon:Cork University Business School,UCC

Abstract: The VMware Community may provide an opportunity to VMware to tap into the collective intelligence of its 2.4 million strong members to generate intelligent responses to complex Service Requests (SRs). Bill Joy, cofounder of Sun Microsystems, put it well when he said: “No matter who you are, most of the smartest people work for someone else..!”. The data generated from the vSlua project using an Action Design Research approach shows that the Community resolves lower complexity SR issues efficiently, but begins to struggle as the complexity increases. Almost 50% of all the SRs were answered and over 50% of the answered SRs were resolved in under 6 hours.

Download: This contribution is part of the OpenSym 2017 proceedings and is available as a PDF file.