The applicability of a knowledge-based system for resource management in the context of information centers (IC's) is discussed. Many proponents of expert systems suggest targeting tasks that utilize knowledge that is changing, but not too dynamic. This research reports on an expert systems project that was targeted at a very dynamic knowledge environment-an IC. The Information Center Expert (ICE) system has been developed to support the consultation process of IC personnel. The system determines the (software) resource requirements of the end users and makes appropriate recommendations. ICE further aids the management of IC software resources by keeping track of user consultations and the recommendations made. Issues of knowledge requirements, acquisition and representation and implementation of ICE are discussed. The evaluation of ICE has focused on the two key design criteria, namely, maintainability and transportability. The evaluation process was conducted at two corporate locations, IBM/Endico tt and IBM/Tucson, and a university setting, the Center for the Management of Information at the University of Arizona. In addition to the formal evaluation, informal feedback from users has confirmed the applicability of this knowledge-based approach to resource management in IC's. Based on the informal feedback, the implications of this approach for future research are discussed.
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