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Information technology help desk survey: To identify the classification of simple and routine enquiries
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Information technology has changed the way organizations function. This has resulted in reliance of help desks to support users in dealing with a wide range of information technologyrelated problems such as hardware, software and telecommunication. The help desk generally has to cover a wide range of information technology products and services. However, due to resource constraint, in particular the lack of help desk staff, users often have to wait for a long time before their enquiries and problems are answered and solved. Literature has shown that the majority of incoming enquiries are considered to be "simple and routine", and do not require specialized knowledge. The aim of this paper is to present the results of a survey that identifies the classification of simple and routine technical enquiries in a help desk environment. This paper also discusses the development of help desks, ranging from support models to support structure.
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... In contemporary management, help desks are not only considered as providers of technical support, but also as a strategic asset for setting future directions and remaining competitive in the marketplace (Bon et al. 2007;Leung and Lau 2007). Additional processes such as incident management, change management and knowledge management have been recently added to supplement the help desk's main function of providing technical support (Nuwangi et al. 2012;Nuwangi et al. 2014;Tang and Todo 2013). ...
... Consequently, help desks have evolved into service desks (Knapp 2013). Furthermore, the most critical issues faced by organisations in the service desk environment pertain to: (1) the structure of the service desk; and (2) how to improve user support (Green 2011;Leung and Lau 2007). Therefore, the objective of this paper is to examine service desk 1 research delineating the structure ('design') and process ('delivery') of service desks (Leung and Lau 2007;Marcella and Middleton 1996;Peslak 2005;Siau 2003). ...
... Furthermore, the most critical issues faced by organisations in the service desk environment pertain to: (1) the structure of the service desk; and (2) how to improve user support (Green 2011;Leung and Lau 2007). Therefore, the objective of this paper is to examine service desk 1 research delineating the structure ('design') and process ('delivery') of service desks (Leung and Lau 2007;Marcella and Middleton 1996;Peslak 2005;Siau 2003). Thus, we seek to answer the following research question: "What are the emerging research trends apparent in service desk design and delivery literature?" ...
... Despite their importance, users' problems with IS and particularly the evolution of types of problems over time are understudied. A few studies have examined system use problems with personal office applications, such as e-mail systems, word processing, and spreadsheet software [12,23,26]. In this study, we seek to develop a comprehensive uNDERSTANDINg POSTADOPTIVE BEhAVIORS IN INfORMATION SySTEMS uSE 293 and dynamic view of system use problems in organizations. ...
... Despite their importance, users' problems with IS and particularly the evolution of types of problems over time are understudied. A few studies have examined system use problems with personal office applications, such as e-mail systems, word processing, and spreadsheet software [12, 23,26]. In this study, we seek to develop a comprehensive and dynamic view of system use problems in organizations. ...
... for example, Mackay and Elam [26] found that a lack of expertise in spreadsheet software inhibited users' application of domain knowledge in health-care planning. however, research on postadoptive system use problems has focused on the context of personal office applications [12, 23,26]. ceaparu et al. ...
For an organization to gain maximum benefits from a new information system (IS), individual users in the organization must use it effectively and extensively. To do so, users need to overcome many problems associated with their system use in order to integrate the new IS into their work routines. Much remains to be learned about the types of problems that users encounter in using the new system, in particular, the root causes of system use problems and how they relate to and co-evolve with the problems over time. In this study, we seek to develop a comprehensive and dynamic view of system use problems in organizations. Using a combined method of revealed causal mapping and in-depth network analysis, we analyze nine-month archival data on user-reported problems with a new business intelligence application in a large organization. Our data analysis revealed seven emergent constructs of system use problems and causes, including reporting, data, workflow, role authorization, users' lack of knowledge, system error, and user-system interaction. The seven constructs were found to interact differentially across two usage phases (initial versus continued) and between two types of users (regular versus power user). This study contributes to advancing our theoretical understanding of postadoptive IS use by focusing on its problematic aspect. This study also suggests useful methods for organizations to effectively monitor users' system use problems over time and thus guides organizations to effectively target mechanisms to promote the use of new technologies.
... However, due to resource constraints, especially lack of help desk staff, users often have to wait a long time to answer and resolve queries and problems. According to the literature, the majority of incoming requests are simple and routine and require no special knowledge (Leung, 2007). ...
In the current competitive business environment technology plays a critical role. When
any business organization need to survive, it is quite important to adopt the latest technology. For
that requirement organization need to take collective decisions for the mutual benefits of
organizational objectives as well as employees’ satisfaction. Since technological advancement is
essential, the top management of an organization needs to introduce technology initiatives
according to business requirements. When applying those technology initiatives, it will impact
various dimensions from a business perspective and employee perspective. The purpose of this
thesis is to determine the impact of technology initiatives on executive’s job satisfaction in ABC
Group Companies. Focusing to the objectives specifically, the executive’s job satisfaction is
considered as IT related job satisfaction. Meantime moderating effect of age also considered as the
relationship to technology initiatives and executive’s job satisfaction. This study may be helpful
for the decision makers to get the optimum outcome for the business and secure job satisfaction for
executives.
... Quantifiable pointers may incorporate the number of client demands settled or uncertain over a particular period, the level of the solicitations settled by the primary dimension of help, the number of solicitations that missed or met SLAs, and the time it takes to close ask for (Leung and Lau, 2007). Piccoli et al. (2004) recommended that group execution can be estimated through the capacity of the groups to convey an auspicious and excellent administration, and through the calculating of workers and clients' fulfilment. ...
While previous studies tried to study the link between the mode of working (virtual versus face-to-face) and team success; less attention were given to address this topic in telecommunications companies with complex technical support tasks. This study aims to identify the relationship between mode of working and team success in telecommunications companies. This study also aims to clarify whether the team size has a significant impact on the relationship between working mode with the team success. One hundred and twenty Cyberjaya based support professionals have completed web-based surveys, offering data on support operations in virtual and face-to-face settings, and the team success in all settings. The results showed a correlation between working mode and three factors of support team success (rpb = 0,358 and 0,248; 0,395, respectively for achievement objectives, customer satisfaction and team health. In addition, the impact of team sizes on the relationships between working mode and the three factors of team success was investigated. The data analysis did not support a significant team size impact on the relationships between the mode of working and three support team success measures.
... Apart from the structural, organizational and functional development in ESGF, progress in servicing end-user requests has also been done. The progress includes offering user support in the form of self-help via support websites, online tutorials, wikis or contacting an expert in the form of traditional help-desk [7,8] and service-desk [9][10][11]. In this paper, the environmental complexity and the contemporary practices of user support services is presented. ...
E-Research has reframed the process of research. Researchers can now access distributed data around the globe with the help of e-Research infrastructure. This paper presents an overview of the developmental process and evolution of an e-Research platform: Earth System Grid Federation (ESGF) that evolved from a research infrastructure test-bed to a services oriented platform, in subsequent phases. ESGF is a leading distributed peer to peer data grid system in Earth System Modelling having around 27000 users distributed all over the world. Currently, it is a challenge faced by most of the e-Research facilities to provide user oriented services. Moreover, there is a strong need to conduct user experience and usability studies of e-Research facilities like ESGF, which is in demand. However, very few steps have been taken in practice to create a better user experience (UX), so that users’ interest can be generated to interact with e-infrastructures, on an intuitive basis. Hence, thriving the practice of e-Research and making it more interesting overtime. Finally, this paper indicates at the service oriented and usability aspects of e-Science infrastructures.
... Since then, diverse support models and structures are tested to match the corporation business model of servicing customer or end-user concerns. The first help desk (HD) in the 1980's had only a desk, pen and a telephone used by human support agent [13], [14]. ...
Support processes play an important role to facilitate researchers (users) to accomplish their research activities with the help of cyber-infrastructure(s). However, the current user-support process in cyber-infrastructure needs a feasible tool to support users. This tool must enable the users of a cyber-infrastructure to communicate efficiently with the staffs of a cyber-infrastructure in order to get technical and scientific assistance, whilst saving resources at the same time. This research paper narrates the real story of employing various forms of tools to support the user and staff communication. In addition this paper projects the lessons learned from an exploration of the help-desk tools in the current state of user support process in Earth System Grid Federation (ESGF) from support staffs’ perspective. ESGF is a climate cyber-infrastructure that facilitates Earth System Modeling (ESM) and is taken as a case study in this paper. Finally, this study proposes a need for a tool, a framework or a platform that not only improves the user support process to address support servicing needs of end-users of e-Science infrastructures but also eases the life of staffs in providing assistance to the users. With the help of such a tool; the collaboration between users and the staffs of cyber-infrastructures is made easier. Consequently, the research activities of the users of e-Science infrastructure will thrive as the scientific and technical support will be available to users. Finally, this results into painless and productive e-Research.
... User-support technologies and processes have evolved with the passage of time. The first help desk (HD) in the 80's had only a desk, pen and a telephone used by human support agent [13], [14]. Since then, the traditional HD afterwards had gone through different levels of evolution with the change in the commercial organizational set-up and needs of customers to employ techniques like Automatic Call Distributions systems (ACD) [15], Interactive Voice Response (IVR) systems [16], help desk management system (HDMS) along with associated reporting tools [17], help desk expert systems, knowledge-management centric help desks [18], embedding case-based reasoning (CBR) engine in help desk [19], [20], help desks based on corpus-based analysis (CBA) mechanisms [21], [22] , use of remote control technologies to support endusers and web based e-support techniques with and without human support agents [23]. ...
Cyber-infrastructures have transformed the practice of research. Researchers can now access distributed data worldwide with the help of cyber-infrastructures. User support services play an important role to facilitate researchers to accomplish their research goals with the help of cyber-infrastructures. However, the current user-support practices in cyber-infrastructures are not properly organized (at least in climate cyber-infrastructures) thus over-burdening human support agents. The paper describes the study conducted to evaluate the geographically distributed user-support system currently in practice in the leading cyber-infrastructure namely Earth System Grid Federation (ESGF). The members of the investigation team found out that the user-support in ESGF, a global climate cyber-infrastructure need more attention to make it resourceful as well as standardized. The findings about end-user support system were modelled using soft systems methodology (SSM). This approach helped to present the findings of this study to stakeholders in order to capture their feedback about the current system to further improve the system.
Основою управління військами є рішення командира, що розробляється на основі інформації, яка отримується від різних джерел у єдиному інформаційному просторі, зокрема з використанням сумісних систем / мереж зв’язку та інформаційних систем. Своєю чергою поняття «мережа» в сучасних війнах охоплює різні складники, які раніше розглядалися лише окремо та між якими постійно повинен здійснюватися інформаційний обмін, наприклад: бойові одиниці (бойові машини, озброєння, підрозділи тощо), системи зв’язку, інформаційне забезпечення операцій, різнорідні джерела розвідки, логістичні та медичні інформаційні системи тощо. Тобто для ведення сучасних війн та отримання переваги над противником збройні сили повинні використовувати єдиний інформаційний простір, побудований на сумісних мережах / системах зв’язку, які забезпечують захищений обмін інформацією між ними, для підвищення загальної ситуаційної обізнаності та управління військами (силами) [1]. Розвиток інформаційних технологій прямо впливає на систему зв’язку, що своєю чергою є основним елементом системи управління військами. Збільшення пропускної здатності, упровадження спеціалізованого програмного забезпечення, застосування елементів штучного інтелекту значно розширює можливості управлінських процесів та збільшує інструментарій ситуаційної обізнаності, сприяє проведенню розрахунків, моделюванню ситуації та ефективному прогнозуванню розвитку обстановки. Об’єднана, цілісна, стійка й надійна інформаційно-комунікаційна система в сучасному конфлікті безпосередньо дає змогу застосувати модель мережево-центричної війни, орієнтованої на досягнення інформаційної переваги за допомогою об’єднання військових об’єктів в інформаційну мережу.
The research into e-Science infrastructures has changed the face of traditional scientific methods. The maturity of grid technology to get the data distributed around the globe has raised possibilities to perform ground-breaking research within a specific scientific community. However, the governance and management of user support services of e-Science infrastructures yet remain an under-studied topics. Currently, there is hardly a study undertaken to see what governance approach may be suitable to enrich the user support services that an e-Science infrastructure may provide. In this paper, the governance context of the user support services of a use case of a climate e-Science infrastructures: Earth System Grid Federation (ESGF) is taken as a case study. Amongst the plethora of challenges that the user support process in ESGF face, we focus on its governance and make recommendations to improve it. The recommendations are based on an empirical study conducted to find out the current state of user support governance.
Draws on a recently completed British Library Research and Development-funded project investigating key factors in help-desk success. Describes the methodology of survey by questionnaire and case studies. Summarizes the results briefly and focusses specifically on the results which feed into a discussion of the potential of the help desk in enabling an organization or its customers to gather data on systems use, plan and implement IT development strategies and assess their impact on attitudes to IT.
To achieve complex solutions in the rapidly changing world of e-commerce, it is impossible to go it alone. This explains the latest trend in IT outsourcing---global and partner-based alliances. But where do we go from here?
This article reports preliminary results from a survey of more than 900 firms. Information was sought from corporate and IS management about the firm's outsourcing practices and the factors affecting their outsourcing decision. Perhaps, the most surprising result of the study was the high level of consensus between the viewpoints of the two management groups. Differences were noted between the respondents who rejected outsourcing, those who outsource on a temporary basis and those who outsource on a permanent basis. The economic variables were very important to those who outsource on a permanent basis and those who rejected outsourcing. This supports the controversy surrounding the source of the savings associated with outsourcing. The negative aspects of outsourcing, such as loss of control, data security and loss of in-house expertise were rated more important by the firms which rejected outsourcing than the firms which outsourced.
Although there are forecasts of overall information technology (IT) outsourcing growth, there is no published research on which particular functions are being outsourced now or in the near future. Additionally, there is no literature on how outsourcing growth and how it may be related to department and/or firm size. The authors survey 181 upper level IT professionals across the United States to assess what they are outsourcing now and what they will likely outsource over the next three years. The results show that the areas of applications development, applications maintenance, personal computer (PC) maintenance, and systems maintenance will experience tremendous growth, while data center operations, systems development and telecommunications/LAN will experience very healthy growth. PC acquisition and project management will experience a lesser expansion. This growth will be led by what are now large IT departments. These results have implications for IT professionals and firms across the US and around the world.
This study examines the relative importance of information technology through content analysis of annual reports. The annual reports of the Fortune 50 are reviewed for inclusion of both common and leading edge information technology terms. The analysis finds that leading edge information technology terms are rarely mentioned in current annual reports. Through a longitudinal study comparing annual reports of these large companies between 1998 and 2002, it is also determined that information technology terms are receiving less prominence and mentions in current reports. A t-Test of paired sample test of means and Wilcoxon signed rank test found statistically significant declines in both inclusion and mention of most common information technology firms. The author proposes three possible explanations for the poor showing for information technology. Further study is recommended to determine the reasons for these results.
Network performance evaluation is an increasingly important component of critical infrastructure analysis. With the recent interest in assessing the safety, security, integrity and robustness of critical infrastructure networks, both technical and human performance measures have become important. This paper proposes a model for evaluating critical network infrastructures using both human and technical performance measures, and illustrates use of the model in a case study. Results of the evaluation and expected impacts of the research model are discussed in the final section.
Global business constantly faces radical transformations stemming from advances in information technology (IT). The concept of gaining competitive advantages by linking information systems across organizations (e.g., supply chain integration) has taken on an overtone of dogma in many business circles. Such electronic linkages are known as Intel-organizational Systems (IOS). Lately, the growing importance and easy accessibility of the Internet have propelled IOS to a new height. Undoubtedly, IOS can have a great impact on organizational performance and industry structure. However, IT such as the Internet is readily available to all companies, and most IOS concepts can be easily replicated. Followers often enjoy newer and better technology that enables them to offer comparable services in a short time and possibly at a lower cost. Late adopters can also learn from the experience of innovators and thus avoid problems and hiccups along the way. How, then can organizations achieve competitive advantages from IOS? This paper examines a number of successful IOS such as the SABRE reservations system from American Airlines, the Apollo reservations system from United Airlines, the ASAP Express from Baxter Healthcare Corporation, and the Wal-Mart Supply Chain system. These are some of the rare few that have managed to sustain competitive advantages (albeit some for a short period of time) as other companies installed similar electronic capabilities. The factors that contribute to the success of these systems are discussed. The paper also looks at the impact of the Internet on IOS and the strategies for IOS in the Internet era.
Recent years have witnessed the rapid development of IT outsourcing which entails collaboration among geographically distributed teams. Therefore, a good understanding of the performance of virtual teams can largely contribute to the IT outsourcing practice. Taking into account three potential factors (task, technology, and time) that help to manifest the performance of virtual teams, the authors designed a three-week experiment involving eight virtual teams and eight face-to-face (FTF) teams at two major universities to uncover the aspects in which virtual teams under-perform. Results indicate that mission clarity, group cohesion, and personal satisfaction were significantly different between virtual teams and FTF teams. Implications of the findings for IT outsourcing are discussed.
For several years, information system (IS) outsourcing has existed in one form or another. However recently, the trend towards outsourcing has become a major IS phenomenon. The goal of this report is to provide outsourcing endeavors and supports for the IS community. The topics presented cover a wide range of ideas, ranging from a two-level analysis of outsourcing decisions to an investigation of outsourcing dimensions in software acquisition, to the determinants of employment outsourcing.
As the much-heralded convergence between IT and Telecom draws nearer, it is time for IT and Telecom support providers to begin considering the implications for user support. Laptops can connect to the internet via cellular services, handheld devices can deliver email and phone calls; support for these devices and services requires technical expertise that cuts across the traditional fields of information technology and telecommunications. At Yale University, the School of Medicine IT department has begun collaborating with the University Telecommunications department to provide a single point of contact for IT and Telecom services. We will outline the process we used to evaluate the single point of contact concept, including needs and feasibility assessments. Our discussion will identify both barriers and strategies for success. Some of the barriers were political, some logistical and some technical. Groundwork included developing a shared vision, establishing trusting relationships, defining user needs and preferences and researching current and emerging technologies. We will present the collaborations we have established, including a coordinated Web presence, collaborative research and development and a unified service center. We will also discuss the options we discarded, such as a single call center. We will offer advice for how other IT departments can begin integrating telecommunications support in this rapidly developing technology sector.