Vladimir Milićević1*, Slavoljub Milovanović2

1Belgrade Metropolitan University, Tadeuša Košćuka 63, 11000 Belgrade, Serbia, vladimir.milicevic@metropolitan.ac.rs

2University of Niš, Faculty of Economisc in Niš, Trg kralja Aleksandra Ujedinitelja 11, 18000 Niš, Serbia


ISSN 2637-2150

e-ISSN 2637-2614

UDK  004.78:[004.5:004.891.2

DOI 10.7251/STED1902031M

Paper received:      03.11.2019.

Paper accepted:    22.11.2019.

Published:           29.11.2019.

Corresponding autor:

Vladimir Milićević, Belgrade Metropolitan University, Tadeuša Košćuška 63, 11000 Beograd, Srbija.  vladimir.milicevic@metropolitan.ac.rs


The paper examines the current state and the possibilities of using contemporary approaches and tools in HelpDesk systems development with the aim to examine its disadvantages. Disadvantages are accurately analyzed and the paper gives clear guidance how to eliminate them. It has been noticed that current design and development approaches have their own advantages and disadvantages. The application of the unified approach that combines the best individual characteristics of the existing approaches enables development of an automated HelpDesk system that is capable of expanding its own expertise. By combining unified aspect approach with the zero tolerance model driven approach, a new innovative approach to the development of a wide range of expert systems is obtained. This innovative approach is characterized by the highest possible degree of modularity.

The application of the aforementioned approaches has also enabled expansion and improvement of the existing expert systems used for servicing numerous companies operating in various fields of business.

Key words: HelpDesk systems development, object-oriented approach, aspect-oriented approach, intelligent information systems