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Modeling Computer Security Service Desk
2019 6th International Conference on Control, Decision and Information Technologies (CoDIT), 2019This paper addresses deficiencies in traditional service desk models. These shortfalls affect end users, by taking a lengthy time to complete a request, support tools that cannot be upgraded quickly and change and configuration management not being easily integrated.
Sabah Al-Fedaghi, Basmah AlMusallam
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Exploring service desk employees' motivation and rewarding
2017 International Conference on Service Systems and Service Management, 2017Many service desk managers are struggling with the high turnover of service desk employees. Keeping the service desk job interesting and maintaining motivation is considered as a difficult task. In this study, we aim at exploring factors that affect the motivation and demotivation among IT service provider organizations' service desk employees.
Marko Jäntti
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Gamification of Service Desk Work
2016Gamification is an emerging science that seeks to redesign work processes to more fully resemble complex forms of play. This chapter examines gamification and Service Desk gamification to redesign the work of IT Service Desk workers.
exaly +2 more sources
Adventures in Starting a Service Desk
Proceedings of the 2016 ACM SIGUCCS Annual Conference, 2016This paper will discuss the journey taken by one small school, Lewis & Clark College, to implement a Service Desk. There are many aspects that go into a Service Desk, or so we learned when we transitioned a year ago from multiple separate service points to a one-stop shopping model of service.
Kelly Wainwright, Caitlin Power
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Creating a “Phoenix” Service Desk
Proceedings of the 2019 ACM SIGUCCS Annual Conference, 2019This paper will detail how Oregon State University formed an ITIL-based Service Desk from the staff and resources of a centralized helpdesk, a contracted desktop support team, a walkup support service, and a campus labs support team. We will explain where we started, what our goals were, what we changed to reach our goals, what we learned along the way,
Kirsten Petersen +2 more
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Proceedings of the 42nd annual ACM SIGUCCS conference on User services, 2014
Can a walk-up helpdesk, a multi-media service and a library service exist in a single location? At Oregon State University, the answer is yes! During 2012 and 2013, staff from various units collaborated and successfully moved the walk-up helpdesk and multi-media services into the library circulation desk area with minimal impact to customers.
Jeff Bonnichsen +3 more
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Can a walk-up helpdesk, a multi-media service and a library service exist in a single location? At Oregon State University, the answer is yes! During 2012 and 2013, staff from various units collaborated and successfully moved the walk-up helpdesk and multi-media services into the library circulation desk area with minimal impact to customers.
Jeff Bonnichsen +3 more
openaire +1 more source
The Evolution of an IT Service Desk
Proceedings of the 2018 ACM SIGUCCS Annual Conference, 2018When the manager of our service desk retired after 35 years of service to the college, it became apparent that change is on the horizon. When I took on the responsibility of filling that role, it was with the understanding that there would be much to learn about the way things had been done and, more importantly, "why?".
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Implementing a Service Desk: A practitioner's perspective
2010 IEEE Network Operations and Management Symposium - NOMS 2010, 2010We describe the implementation of a Service Desk from the perspective of a delivery practitioner based on several recent client engagements. Getting Service Desk implementations right is crucial because many enterprises regard service desks as the first step on the road towards IT Service Management (ITSM).
Alexander Keller, Tyson Midboe
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2020
The service desk is an integral component of the ITIL framework, and most ITIL implementations prioritize the design and implementation of the service desk and its associated practices over others. It is more of a people-led practice than a process-led one. So far, the practices that we have looked at are defined by their processes.
openaire +1 more source
The service desk is an integral component of the ITIL framework, and most ITIL implementations prioritize the design and implementation of the service desk and its associated practices over others. It is more of a people-led practice than a process-led one. So far, the practices that we have looked at are defined by their processes.
openaire +1 more source
Use of Simulation in a Service Desk of an Oilfield Services Company
2016Service desks over the years have become an integral part of most businesses, whether telecommunications, industrial, banking, health, etc. That is why today the management of these companies face major challenges such as the proper planning of the agents, skills, processing times, breaks etc.
Luisa Carabalí-Sánchez +2 more
openaire +2 more sources