Implementing Help Desk Management System In ITIL Service Strategy Essay.

Features and Benefits of Help Desk Software

Discuss about the ITIL Service Strategy Processes.

Help desk software is used by different organizations to serve customer satisfaction. The consumers who are suffering from various issues generally contact help desks to reduce the consumer’s issues. In order to achieve organizational goals operational efficiency are needed to be enhanced. The main features of help desk software are as follows:

Ticket managements system and tracking: While different technical issue arises in organizations help desk act to resolve the issue (Meijerink, Bondarouk & Lepak, 2016). It also provides enough tracking and management system to the users. Different organizations rather individuals can also take help of this software. It provides cloud based platform so that, all user can access the service regardless of the geographical location and even time. This is software intended to provide a solution to the clients of organizations (Jamali, El Dirani & Harwood, 2015). Several factors fall under the help desk category such as consumer’s feedback, toll free number for the customers and websites with an independent platform where, all the users can share their view with one another. The consumers ask for query through help desk whereas, the service desk solve the query for the consumers. It is capable to track and monitor the requests and can also perform efficiently (Chan Chen & Chen, 1999). The clients can access this and gain help accordingly. Help desk is a system which operates by human but the management of the system is done by using help desk software. In order to provide timely respond to the consumers an office level applications are needed to be served properly.   

Quick access to the database and easy statistical measurement: The system provides efficient access so that consumers from different domain can get help from this (Sung & Choi, 2014). In order to improve IT infrastructure, help desk act as a technical support to the users. There are two complimentary desks are found such as help desk and service desk. It is platform independent and communication to the suppliers can be made by using office network, internet access and digital devices (Meijerink, Bondarouk & Lepak, 2016).

According to Moore, McGraw and Shaw-Kokot, (2001) training and development is the most important part that should be considered to reach the goal or objective of an organization. The first journal depicts the importance of training and development while recruiting someone for a particular designation. In the year of 1999, new single service desk was created by the Health Science Library. The management of the organization was not properly structured rather the construction of the health care building threw challenges to its staffs and clients also. Thus, effective staffs training is how much important is mentioned in this journal.

Importance of Training and Development

On the other hand, the second journal illustrates the crucial necessity of developing an intelligent case based system to improve the desk operations (Chan Chen & Chen, 1999). After reviewing both the journals it has been concluded that, computer aided environment provides most of the possible solutions to the consumers but improvement in the training and development is much more important. Therefore, selection of the first journal is more appropriate from the consumer’s perspective.

Training and development is the most crucial thing where the staffs recruited for a particular organization can gain more knowledge from outside sources (Meijerink, Bondarouk & Lepak, 2016). In order to handle the management challenges, help desk system and help desk software are needed to be adopted by the system. As the paper is published in the year of 2001, technological solutions are not provided appropriately (Suhairi & Gaol, 2013). Nowadays, different technological solutions are provided to the help desk management system to improve the overall configuration. The recommendations o develops the journal’s solutions are as follows:

Staffing required in help desk: The content of the paper does not provide enough solutions to the help desk based issues. Therefore, in order to improve the management functionality the author might have mentioned the criteria and development requirement off staffing. The staffs of the healthcare association can get knowledge if technological training and development programs are developed by the management of the organization (Jamali, El Dirani & Harwood, 2015).

Infrastructural development: Development in IT infrastructure is needed to improve the help desk management system. Software innovations and other office level and application based issue can also be discussed in this paper. The paper can be improved if different advanced communication channels such as office network, mobile devices, internet access and telephonic access control are mentioned.

Position measurement of help desk: The help desk software packages are supported by different Microsoft operating system is not mentioned in this journal. User support management should also have been added for development.

Information technology Infrastructure Library (ITIL) helps to improve the help desk management system utilizes by different organizations. The system helps the business and IT based help desks to provide uninterrupted organizational services to the users.

ITIL is referred to as a framework practice, most widely used for IT operations management and improvement (Stanley, 2014). In the year of 1980 Government of commerce ok UK stated that, ITIL is one of the most efficient managements systems that can be used by large organizations also. The goal of the technology is to provide best IT based solution to the organizations. According to Jamali, El Dirani and Harwood, (2015) the ITIL do not only manage the IT system but also apart from hardware and software it also manages the Human resource of different organizations. The core of the system is to provide uninterrupted and user friendly services to the consumers. The service also provides five different processes such as incident management, problem management, configuration management, release management and change management to the users (Sung & Choi, 2014).

Improvements to Help Desk Management Functionality

All the components and frameworks are not mandatory to be utilized by the organizations. The specifications of all the frameworks are not required for organizations. Considering office environment it has been discovered that, quality of service is also associated to IT infrastructure functionalities (Garavan et al., 2015). The requests generated from the user ends are classified in two sections such as problems and incidents. The survey implies that, in order to eliminate problems preplanning must be generated by the management team, to achieve the goal of the organizations (Moore, McGraw & Shaw-Kokot, 2001). By implementing the ITIL based desk solutions enterprises stay focused to the goal. Two application of ITIL are provided to the vehicle breakdown services are mentioned in this assignment. The examples are as follows:

Recruiting help desk agent: Help desk agents are needed to be recruited for the organizations so that the consumers can get to know about the issues and discuss the solution process accordingly (Stanley, 2014).  In this case, the system is vehicle breakdown service, where the vehicle users can appoint to the consumer care centre for repairing their vehicles. If they have any query regarding the service they can take help of the help desk management system to resolve their queries. Only the well trained staffs recruited for the system can provide appropriate solutions to the users.

Vendor specific certification:  Vendor specification is required to develop the management system from the root. Microsoft office, Cisco network administrations are able to configure the help desk system properly (Al Mourad & Hussain, 2014). In vehicle breakdown service users can use this operating system to generate proper access and also provide feedback to the platform.

References

Al Mourad, M. B., & Hussain, M. (2014). The impact of cloud computing on ITIL service strategy processes. International Journal of Computer and Communication Engineering, 3(5), 367.

Chan, C., Chen, L., & Chen, L. L. (1999, May). Development of an intelligent case-based system for help desk operations. In Electrical and Computer Engineering, 1999 IEEE Canadian Conference on (Vol. 2, pp. 1062-1067). IEEE.

Garavan, T., Watson, S., Carbery, R., & O’Brien, F. (2015). The antecedents of leadership development practices in SMEs: The influence of HRM strategy and practice. International Small Business Journal, 0266242615594215.

Jamali, D. R., El Dirani, A. M., & Harwood, I. A. (2015). Exploring human resource management roles in corporate social responsibility: the CSR‐HRM co‐creation model. Business Ethics: A European Review, 24(2), 125-143.

Meijerink, J. G., Bondarouk, T., & Lepak, D. P. (2016). Employees as Active Consumers of HRM: Linking Employees’ HRM Competences with Their Perceptions of HRM Service Value. Human resource management,55(2), 219-240.

Moore, M. E., McGraw, K. A., & Shaw-Kokot, J. (2001). Preparing staff to work at a single service desk. Medical Reference Services Quarterly,20(1), 79-86.

Stanley, R. (2014). Cocreation and implementing ITIL service management in the Cloud: A case study. In The 8th International Conference on Knowledge Management in Organizations (pp. 61-71). Springer Netherlands.

Suhairi, K., & Gaol, F. L. (2013). The Measurement of Optimization Performance of Managed Service Division with ITIL Framework using Statistical Process Control. Journal of Networks, 8(3), 518-529.

Sung, S. Y., & Choi, J. N. (2014). Do organizations spend wisely on employees? Effects of training and development investments on learning and innovation in organizations. Journal of organizational behavior,35(3), 393-412.