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Simulation for IT Service Desk Improvement
Kvalita Inovácia Prosperita, 2014 IT service desk is a complex service that IT service company provides to its customers. This article provides a methodology which uses discrete-event simulation to help IT service management to make decision and to plan service strategy. Simulation model
Peter Bober
doaj +4 more sources
Information literacy at the Service Desk:
Journal of Information Literacy, 2008 The topic of information literacy seems dominated by themes at the formal end of the spectrum, such as academic collaboration and defining information literacy.
Hannah Hauxwell
doaj +2 more sources
A machine learning based help desk system for IT service management
Journal of King Saud University - Computer and Information Sciences, 2021 A help desk system that acts as a single point of contact between users and IT staff is introduced in this paper. It utilizes an accurate ticket classification machine learning model to associate a help desk ticket with its correct service from the start
Feras Al-Hawari, Hala Barham
exaly +3 more sources
Utilization Asterisk for Service Desk
Advances in Electrical and Electronic Engineering, 2010 Article discusses our established Service Desk, which was created to help and facilitate the work of a wide sector of users. To reduce costs in small and large institutions rather than traditional PBX solutions, the use Voice over IP (VoIP) is offered ...
Jiri Vychodil +2 more
doaj +1 more source
Intelligent Model of Nursing Shift in Tehran University of Medical Sciences, Tehran, Iran
Iranian Journal of Public Health, 2022 Background: Nurses play a key role in increasing the efficiency of healthcare systems. Given the 24-hour performance of hospitals and the small number of nurses in the field of treatment, it is quintessential to re-shift them in the hospital. This study
Mashallah Torabi +7 more
doaj +1 more source
Jurnal Nasional Pendidikan Teknik Informatika (JANAPATI), 2023 Bank XYZ is one of the biggest banks in Indonesia. It has IT Service Desk function under Information Technology Division that specifically handles complaints or problems related to IT.
Desiana Nurul Maftuhah +5 more
doaj +1 more source
A DEEP LEARNING BASED IT SERVICE DESK TICKET CLASSIFIER USING CNN
ICTACT Journal on Soft Computing, 2022 Assignment of problem tickets to a proper resolver group is an important aspect and crucial step in any IT Service management tools like IT Service desk systems.
S.P. Paramesh, K.S. Shreedhara
doaj +1 more source
Service Desk Onboarding Training Environment
Acta Informatica Pragensia, 2022 Low qualification of employees newly hired to service desks contributes to the high turnover of service desk agents and consequently to low quality of services delivered.
Michal Dostál
doaj +1 more source
Whistleblowing System Deployment using ITIL v3 Framework
Jurnal Sistem Informasi, 2022 The Indonesian government has been urged to implement Whistleblowing systems for public services in order to achieve integrity zone development. Almost all service desk software provides user convenience as well as manages the service process in an ...
Nashrul Hakiem +5 more
doaj +1 more source
May I Borrow a Stapler? Is This All Students Ask at the Service Desk in a University Library?
Evidence Based Library and Information Practice, 2021 Objective – The objective of the study is to increase the knowledge about what questions students ask at the library desk and what the purpose is of their use of the desk. Our focus has been on the physical meetings with the students.
Liv Inger Lamøy, Astrid Kilvik
doaj +1 more source