Evaluation of IT Service Desk: A Case Study

Bosu, Michael Franklin and Abuaiadah, Diab and Khanna, Prashant and Nepia , Sophia and Palmer, Duncan (2019) Evaluation of IT Service Desk: A Case Study. 10th annual conference of Computing and Information Technology Research and Education New Zealand , Nelson, New Zealand, 9-11 October, 2019.

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Official URL: https://www.citrenz.ac.nz/conferences/2019/pdf/201...

Abstract or Summary

Organisations rely heavily on Information Technology Services Management (ITSM) to provide efficient and quality services to all stakeholders. This research is an exploratory study conducted of the service desk operations model. The research explores simple metrics and a weighted requirement matrix for evaluating and selecting ITSM systems. Several data gathering tools which include brainstorming, interviewing, participantobservation and collaborative feedback document have been employed in this research for collecting requirements from stakeholders to ensure viability and robustness of the research. Prominent challenges to sound implementation of a suitable service desk suite have been identified and tabulated. The identified challenges, coupled with feedback from stakeholders enabled the researchers to arrive at a scaled section framework for selecting an ITSM system. A comparison of eleven state of the art service desk systems has also been completed as part of the research. This research also proposes a novel service desk process with specific emphasis on the roles played by various stakeholders in provision of an efficient service desk operation.

Item Type:Paper presented at a conference, workshop or other event, and published in the proceedings
Keywords that describe the item:IT service management, Service Desk, Help Desk, Customer Support, ITIL
Subjects:Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Q Science > QA Mathematics > QA76 Computer software
Divisions:Schools > Centre for Business, Information Technology and Enterprise > School of Information Technology
ID Code:6993
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Deposited On:10 Dec 2019 01:45
Last Modified:10 Dec 2019 01:45

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