Examining Challenges in IT Service Desk System and Processes: A Case Study
نویسنده
چکیده
The adoption of IT Infrastructure Library (ITIL) framework is a challenging task for many IT service provider organizations. Many government organizations in Finland have also started to use ITIL and need help in configuring tools and defining processes. The research problem of this study is: What types of challenges exist in the IT service provider’s customer support? The main contribution of this paper is to present challenges on IT service support of Finnish Tax Administration. Keywords-incident management; service support; IT service.
منابع مشابه
Towards an Improved IT Service Desk System and Processes: A Case Study
An IT service desk provides a Single Point of Contact for the customers and users regarding support requests. The world-wide adoption of IT Infrastructure Library (ITIL) framework has also pushed organizations to improve their service desk operations. However, improving the service desk is a serious challenge for many IT service providers. Many government organizations in Finland have started t...
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