Participation Information System Development-Myassignmenthelp.Com

Question: Discuss About The Participation Information System Development? Answer: Introducation Efficient management of a help desk is a vital aspect of good customer service and customer relationship. Therefore there is a serious need of improving the performance of help desks and its proper management. It would help managers in acquiring blended internal and external performance benefits. The key is to take small steps in the direction of service improvement instead of just starting from the start and investing largely in the dynamic approach. However, relationships with customers face hurdles when the small steps are taken, as it makes the organization become overly concentrated on the integration and change instead of focusing in the ultimate gain - the provision of the best customer relationship and customer service (Conger, 2015). Two of the most effective features of good help desk management are discussed below: Auditing the existing practices Prior to undertaking of any form of improvement activities, there is a need of examining what is already being done inside the business that are related to providing of support in the sections of helpdesk, customers and other departments. Typically it can happen that there are already a number of departments and teams who are undertaking activities similar to this and there are possibilities that some best practices are already existing in place inside the organization which can be further advanced and adopted elsewhere (Pankowska, 2012). For instance, inside a software companys internal IT support, IT infrastructure library (ITIL) principles have already been adopted, from which the customer care team can profit directly from the ITIL method for problem, incident, release and change management in different areas like tracking product improvement and implementation of those new products in the market to the customers (Abid, 2012). Audits of the service level management by means of es tablishment of the services offered by the helpdesk and alignment of the IT provision closely with the wider requirements of the business would also help. Considering self service solutions Self service solutions are the best solutions if used properly within the organization. They have the capacity of being extremely profitable. They provide the benefits of offering operative out-of-hours coverage, which allows any issue the chance of being in focus for being considered to be dealt with on priority basis the next day. In many cases, the knowledge bases can be even retrieved by the end user for resolving their own problems. From the perspective of helpdesk management, these kind of coverage could be proved as being extremely cost-effective, characteristically taking away one third of the calls to the first line help desk - especially in areas like status checking and call updates. This has a strong, straight influence on staffing and recruiting levels, releasing workers in more productive areas inside issue resolution. Having said this, at a low level, self service is the most efficient solution. It is highly significant that risks like the end users self administering extremely technical resolutions is avoided (Jntti, 2013). References Conger, S. (2015). Six sigma and business process management. InHandbook on Business Process Management 1(pp. 127-146). Springer Berlin Heidelberg. Abid, M. A. A. (2012). Information Technology Infrastructure Library (ITIL).Information Technology,1(1). Rummler, G. A., Ramias, A. J. (2015). A framework for defining and designing the structure of work. InHandbook on Business Process Management 1(pp. 81-104). Springer Berlin Heidelberg. Antony, J. (2015). The ten commandments of quality: a performance perspective.International Journal of Productivity and Performance Management,64(5), 723-735. Pankowska, M. (2012, June). User participation in information system development. InInformation Society (i-Society), 2012 International Conference on(pp. 396-401). IEEE. Jntti, M. (2013, July). Exploring self-service support methods in IT service management. InService Systems and Service Management (ICSSSM), 2013 10th International Conference on(pp. 179-184). IEEE.