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Case study principles of management
Case study principles of management
Case study principles of management
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Recommended: Case study principles of management
Bachelor of Science
Information Technology Management
Third Year Project
Service Desk Evaluation
SAGE IRELAND
Submission Date: 28 March 14
Prepared by: Toheeb Adigun – X00073066
Contents
Bachelor of Science 1
Contents 2
Chapter 1- Detailed Project Proposal 3
1. Introduction 3
2. Project Aim 3
3. Project Objectives 4
4. Research Question 4
5. Research Method 5
Case Study 5
6. Conclusion 6
7. References 6
Chapter 1- Detailed Project Proposal
1. Introduction
All Modern IT departments of any size need to do more with less, even as expectations for greater IT service responsiveness to innovativeness demands rise. In addition, the IT departments face increasing challenges with dealing with increased scrutiny to comply with new requirement for the ITIL evaluation model. The following chapter will outline the aim of this project to which aimed at evaluating SAGE IRELAND Service Desk. A number of specific objectives will be examined to present the reader with an understanding of the SAGE IRELAND Service Desk software; it’s compliance to the ITIL evaluation model, how the knowledge gained is used to optimise and improve the service and what impact it has on the company and its customers. The aims and objectives of this project will be described and stated.
2. Project Aim
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...
... middle of paper ...
...tages will be highlighted which will help SAGE IRELAND understand why service desk are essential in IT service management, it will also include guidance on how SAGE IRELAND can implement, manage their service desk and how problems can be resolve in a timely manners.
7. References
Towards an Improved IT Service Desk System and Processes:
(http://eprints.usq.edu.au/22735/3/Jantti_Cater-Steel_Shrestha_PV.pdf)
Evaluating ITIL Help Desk / Service Desk Software Top 10 Considerations
(http://www.crmworks.co.uk/Files/About_Us/Top_10_Considerations_Whitepaper.pdf)
Journal of Computing::A CBR-based Approach to ITIL-based Service Desk
Measuring Success – Service Desk Evaluation Guide for the Midsized Business
(http://www.ts.avnet.com/clientsolutions/service_desk_evaluation_guide.pdf)
Evaluating the help desk
(https://net.educause.edu/ir/library/pdf/ers0708/rs/ers070810.pdf)
As a human service professional my own philosophy of life, your personal values, and your vision for the future of the world, and your values in relationships will inevitably impact on the decisions I make, and how I will react when they are questioned by clients, other professionals or conflict with the policies, procedures and laws I will work under. The important role ethics holds in providing a guideline for best practice and ethical decision making, in protecting both the counsellor and the client, and providing professional legitimacy (O’Connor, Wilson, and Setterlund, 2003, p.224). I will explore my personal values, and how congruent they are with the core values of social work and human services. By doing this regularly as a human services professional, I am better equipped at dealing with clashes between my values and the values of clients, other professionals and agencies, and managing the challenge of not imposing my personal values on others and when advocating for social justice.
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.
University of Idaho. (2014). Information Technology Services: Appendix 1: ITS Analysis of Strengths, Weaknesses, Opportunities and Threats. Retrieved from http://www.uidaho.edu/its/strategic-plan/appendix-i.
I had to make a very big decision on what major I should choose to study for in college. Initially, I was interested in the Human Service profession. I knew I wanted to be in some sort of service industry. I really wanted to help those who need help from the government or from the city in order to better their lives. One career I was interested in which is considered in the Human Service profession is as a foster child case worker. I always wanted to work for Catholic Charities of NY as a foster child case worker. I thought it would be nice to start a career with them.
This course has taught me a lot about the role human service workers have in communities and what communities need from human services. I learned about why this type of work is so important and was able to seen that importance first hand through my observation hours at the Dorothy Day Center.
Flynn, Donal J.; "Information Systems Requirements: Determination and Analysis"; McGraw-Hill Book Company; 1992Parnas; 1985; taken from: Sherer, Susan A.; "Software Failure Risk – Measurement and Management"; Plenum Press; 1992Jones, Carpers; "Patterns of Software Systems Failure and Success"; Thomson computer press; 1996Neumann, Peter G.; "Computer Related Risks"; Addison-Wesley publishing company; 1995Petroski, Henry; "To Engineer is Human"; MacMillan Publishing; 1985Flowers, Stephen; "Software failure: management failure"; Chichester: John Wiley and Sons; 1996.Report of the Inquiry into the London Ambulance Service; February 1993. Simpson, Moira (1994); "999!: My computers stopped breathing !"; The Computer Law and Security Report, 10; March – April; pp 76-81Dr. Dobbs Journal; January 1997 edition<a href="http://catless.ncl.ac.uk/Risks">http://catless.ncl.ac.uk/Risks<a href="http://www.scit.wlv.ac.uk ">http://www.scit.wlv.ac.uk <a href="http://www.bbc.co.uk/news">http://www.bbc.co.uk/news<a href="http://abcnews.go.com/sections/travel">http://abcnews.go.com/sections/travel
Cheryl carried out a benchmarking study with other corporations in the transport industry. She used the study to make comparisons with WestJet’s IT and the industry in terms of resources, cost, and budget. The results of the study assisted Cheryl to realize that the IT Group in her company was technically competent. She also found that the number of employees within the IT group has different set of skills compared to those in the industry.
The past few weeks I have had an opportunity to be apart of my formation group called the activist. With this group, us individuals are part of an organization where we attend Wilshire Avenue Church and provide a food bank for the needy. From my knowledge this is a fairly new group and anyone can be apart of what we do. Going into depth of what we do is, every other Sunday, we set up canopies across from Wilshire church and we wait for a huge group of people to come and they receive a green card with a number and this is telling us that they have checked in to the desk to receive there food. They will then walk over to a canopy where fresh produce is handed out, after they get there produce they will then come to a kitchen area where I provide them a bag of food that contains canned goods, yogurt, meats, milk and juice. Depending on how big the family is will determine if they get a gallon of juice and milk or a pint of juice and milk.
Are you in the market for a cleaning company you can count on? Are you tired of overpriced and mediocre services? If so, you have come to the right place! [cn] has been providing quality and affordable home cleaning and janitorial service throughout the [ln] area for more than [years] years. Our company has a bright reputation for cleaning exceptionally well and leaving a fresh and immaculate space when we are finished. Our service is unique because we review every area of your commercial facility or residence that you need cleaned. We know what it takes to deliver an dependable, efficient, and timely cleaning service.
It's very well known that a companies success is not only dependant on the possession of a good product or service, but the key aspect to a successful business is excellent customer service. As the market grows, now more then ever companies are emerging, they are offering very similar types of products and services. Successful customer service can be a way a business becomes original and unique, it can be the key to attracting and maintaining loyal customers. Good customer service can start-up a business while bad customer service can harm a company. An average customer that experiences an issue will complaint to 9-10 people about the problem. A customer that received support to their problem and a potential solution will tell at least five
Service learning is a very important part of my experience here at St. Cloud State University. It is something I have never done, so I am excited for the new experience. Service learning presents a new way of learning outside of the classroom, and benefits the community.
The lack of service delivery is a vital subject that is tackled by countless residents and government officials. Thus, distinct methods are needed to safeguard that services are delivered below the leadership of local government. The purpose if this essay is to converse about the reasons why governments commence on Alternative service delivery mechanisms. This will be accomplished by bestowing definitions of precise concepts by also considering technological improvements as Alternative service delivery methods. Furthermore, this essay will recognize alongside suitable examples, the acts played by voluntary associations and private contractors in advancing competent and effectual ability to deliver services.
I am a customer service representative at a health company funded by the state. I hear a lot and a lot is expected from me. My job description consists of talking to members over the phone. I explain about their benefits, services that we offer, obtain personal information, I verify authorization, look for provider and etc. With being the first point of contact I try hard to deliver the best customer service that I possibly can; so that I can show that I really cares about the members. The three core values that help me work with my customers are respect, honesty, determination, these three values has shaped me into the young lady that I am today, but most importantly they help me provide great customer services.
Zeleny, M (ed.) 2000, The IEBM handbook of information technology in business, Thomson Learning, London.
Palvia P., Palvia S. & E. Roche (1996) Global Information Technology and Systems Management. Ivy League Publishing