Abstract: Many organization’s customer service and technical support department like to use Service Desk systems. It is crucial to provide a convenient and fast method. In this paper the Incident and Problem Management of ITIL framework are described and used as the underlying structure of Service Desk and then CBR technique is selected for the main implementation technique after make a comparison between CBR and RBR. Lastly, this paper actually tries to work on new perspective by adopting Knowledge management techniques with Services Desk systems. INTRODUCTION The Knowledge Management Service Desk has attracted attention. By adding Knowledge Management to the ITIL (IT Infrastructure Library), the importance of Knowledge Management in IT organizations is observed more than ever. Service Desk makes the accessibility and availability of IT organization’s services in supporting the agreed IT service provision become easy. By using Service Desk the reception, response and troubleshooting of end-users’ issues regarding organization’s services are solved. There are several problems in Services Desk topic. First is the acquisition of the knowledge about information technologies supported by Service Desk. The technicians must have the knowledge of information technologies to solve the reported incident. But, nowadays the information technologies are increasing rapidly. The other problem is to finding proper solution when technicians do not possess the knowledge over domain to find the solution in term of time consuming. Knowledge Management can be describe as a technology that increases our understandings and helps the organizations to make decisions and solve problems more effectively by providing strategy, process and technology... ... middle of paper ... ...ime to fill the database, and it is effective to find nearest neighbor of the current incident. CONCLUSION Nowadays, many organization’s customer service and technical support department like to use Service Desk systems. It is crucial to provide a convenient and fast method. In this paper the Incident and Problem Management of ITIL framework are described and used as the underlying structure of Service Desk and then CBR technique is selected for the main implementation technique after make a comparison between CBR and RBR. Lastly, this paper actually tries to work on new perspective by adopting Knowledge management techniques with Services Desk systems. Works Cited Farjadi Tehrani, A. R., & Mustafa Mohamed, F. Z. (2011). A CBR-based Approach to ITIL-based Service Desk. Journal of Emerging Trends in Computing and Information Sciences, 2(10), 476-484.
Lowe’s is a home improvement warehouse that was founded in 1946 as a single store and since has grown to become the second largest in the world. As technology has evolved, Lowe’s has made many advances incorporating new systems and devices to stay competitive. The purpose of this paper is to evaluate the information technology management systems used at Lowe’s. It will look at Porter’s Five Force Model, supply chain management; data base management system, five agent-based technologies, e-commerce and system development lifecycle. Furthermore, it will look at business continuity planning, emerging trends and security vulnerabilities relates to the organization to remain competitive.
... middle of paper ... ... In Intelligent Data Engineering and Automated Learning–IDEAL 2006 (pp. 1346-1357. Springer Berlin, Heidelberg.
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
The help desk is a tremendous resource of both cost efficiency, value, and support. When the help desk is operated properly, customer and employees are able to communicate and quickly have problems resolved. Our current Help Desk business model is to outsource a contract with a service provider who specializes in help desk design, implementation
According to Tuncay Bayrak, in his paper, IT Support Services For Telecommuting Workforce, in new era of technology, organization faced many radical changes. The changes involved from traditional workplace into more technology ways. With the existence of various types of software that enable long-distance communication, telecommuting workforce has been evolved. Nowadays, the organization was transformed to become a network-based operating structure where employees are not tied to the workplace. Every day, the rank of telecommuter job continues to grow. Telecommuting job allows employees to work from home or remote locations across the world. The question is what is the different service support that was provided by the organization for telecommuter and traditionally employee in a regular office. The aims of this study are to explain many types of support service for telecommuting employee that can be provided and the different support service that needed for telecommuters and desktop computing. The goal of this paper is to provide a framework to help IT manager to solve the issues in increase their potential benefit of providing good support service.
It is evident that the information system used by Kahuna Cleaning Supply is rather slow and inefficient. The director of sales reports that the business lost a big order recently to the competitor who was able to provide the potential client with timely estimates online. In addition, the system is marred with a lot of errors while making orders and requisitions. The customers are not connected with an online interface and this makes it difficult for the company to compete favorably on the information front. The manual system is therefore obsolete, slow and unprofitable to the company. Therefore, in order to leverage their effectiveness and competitive edge, management seeks do develop a system that incorporates all the functions in a customer friendly interface. In this regard, a study will be undertaken on the current operat...
This proposal outlines a project which aimed at evaluating SAGE IRELAND Service Desk. I will examine the host organisation (Sage IRELAND) Service Desk software and it’s compliance to the ITIL evaluation model. ITIL (Information Technology Infrastructure Library) is the most commonly recognized IT service management in the world. It a set of practices for information technology (IT) service management that emphases on supporting IT service with the nee...
UPS’ core competency is efficient and reliable package delivery. However, over the last two decades, UPS invested heavily in Information Technology to develop its capabilities. With this new technology driven approach UPS managed to integrate UPS and client’s info systems. This business process integration benefitted both by exponentially increasing the business value, also these collaborative Info systems unlocked tremendous potential making UPS the world’s most admired company in the year 2000.
The second method of integration, oriented to services makes the interface between the application of treasury management and ERP System implemented for the back office. The internal team of IS/IT did integration with the web services made available by the provider of the target application.
Companies are now turning to this business strategy supported by information technology. These customer service programs are designed to assist in a company’s business operations. Companies like Siebel, E.piphany, Oracle, Broadvision, Net Perceptions, Kana and others have designed products that do everything from track customer behavior on the Web to predicting their future moves to sending direct e-mail communications. Customer Relationship Management can improve: Contact and account management, sales, marketing and fulfillment, customer service and support, and retention and loyalty. The part that deals specifically with the needs of the cust...
To take these objectives one step further the help desk should become an asset that provides solutions in multiple forms of media over a myriad of mediums making the end user aware of the tactical support available for different dynamics. A creative approach for solving the pressures commonly faced by help desks is to create a social collaboration on different fronts. This is defined in an ideal sense that an organization will encourage learning through a user group that faces similar issues in everyday tasks or for lack of a better definition...
A Help Desk, which is staffed by IT professionals, is a focused resource that all companies use to provide clients and coworkers with support. Our companies Help Desk will have three objectives: to show users how to utilize the system correctly, answer all questions relating to technical or operational issues, and increases productivity by troubleshooting issues. Help Desk provide many services to their clients. Some of the services that a Help Desk can offer are
The global economy in today’s world is very competitive and it’s difficult for the companies to survive in such large market. Globalization has drastically affected the companies, which resulted in their low phase. This report analysis, that the studied company Platinum Concept Pty Ltd is only familiar with the manual system in their working process and is not aware of new automated machines or computerized systems. Hence, it has affected its growth and attainment resulting in devolution. Moreover, this report suggests adoption of Business Process Management for Jim’s business to retrieve its position by substitution of current manual practices with hi tech processes, good strategy and more fitting management to go along with it. Thereupon, it will be a methodize and a well-structured company which will eventually boost their performance along with aid in developing and maintaining good relations with its customer’s and also to withhold the company’s brand name.
FedEx started offering SCM services to its customers on a very small scale in 1974.With increasing demand for services such as in...
The last decade can be marked as a period of significant changes in the business world. Being accustomed to utilize computers as a powerful tool with its office applications such as Microsoft Word and Excel. In the 1990s office workers first faced the opportunity to share information using the Internet (McNurlin, 2009). However, the situation became even more different with the transition to the third millennium. With a further development of information technologies, the majority of big enterprises had to reconstitute their business processes and to make the transition to the Internet economy. Enterprise resource planning (ERP), supply-chain management (SCM), customer relationship management (CRM) software and the variety of other information systems became essential components of the new economy. It can be expected, that all these complex solutions were designed to bring great benefits for different sides of the corporate activity, in particular, decisions made by top-managers are expected to become nearer to the ideal, customer service is to be improved and collaboration more prolific. Nevertheless, to ensure the desired results it should be taken into account that the key concept of these reorganizations is an information or a data, dealing with which can be a serious issue, and wide utilizing of the data warehouses in contemporary organizations confirms this fact.