The spring model for knowledge-based systems analysis: a case study

This article presents the initial results of a case study undertaken to develop a knowledge-based system to support the management of information technology in small- and medium-sized businesses. It explores the prerequisites for undertaking investigations in such a context and presents a method for knowledge-based systems anlaysis that is flexible in allowing the consideration of the complex contextual factors in the domain, while providing guidance and control for the incremental development of understanding. The results of this analysis can support rigorous development and implementation activities.