IT service desk process improvement : a narrative style case study

This paper is a detailed case narrative on how a Faculty of a leading Australian University conducted a rigorous process improvement project, applying fundamental Business Process Management (BPM) concepts. The key goal was to increase the efficiency of the faculty’s service desk. The decrease of available funds due to reducing student numbers and the ever increasing costs associated with service desk prompted this project. The outcomes of the project presented a set of recommendations which leads to organizational innovation having information technology as an enabler for change. The target audience includes general BPM practitioners or academics who are interested in BPM related case studies, and specific organisations who might be interested in conducting BPM within their service desk processes.

Archival analysis of service desk research: New perspectives on design and delivery

ur analysis of service desk studies shows the extent to which researchers have neglected important aspects of service desk design and delivery. The observations are made through an archival analysis of 58 peer reviewed publications in top tier outlets. Our analysis led to the development of a generic framework which identified three themes in service desk design: (1) user groups, (2) support models, and; (3) technology types And two themes in service desk delivery: (1) direction of delivery, and; (2) executive support level. This paper makes a twofold contribution to service desk research. First, it provides an understanding of service desk functions and the challenges faced by organisations in delivering those functions. Second, it identifies established and emerging areas in the service desk field. This archival analysis is the first attempt to systematically analyse the service desk literature.

Portrait of young Hans Frankenbach seated at a desk Portraits Men

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Portrait of Gustav Moeller sitting behind desk Portraits; Men

Verso: Tidens foerlag. Gustav Moeller. Rep/Totto.

Aenny Catzenstein nee Gottschalk at her desk; London Portraits Women

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Albert Einstein writing at desk Portraits; Men

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Portrait of Heinrich Stahl standing at his desk; Berlin Portraits; Men

Signed lower right by photographer Casparius

Portrait of Heinrich Stahl seated at his desk; Berlin Portraits; Men

Signed lower right by photographer Casparius

Henry Rosenbaum seated at a desk smoking a cigar and sketching; New York Portraits Men

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Dr. Hans Lehfeld speaking on the phone at his office desk.

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Ingeborg Medani seated at her desk at the ZFA (Zentrum für Antisemitismusforschung; Center for Research on Antisemitism); Berlin Portraits Women

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Dr. William Levison working at a desk Portraits Men

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Aenny Catzenstein nee Gottschalk at her desk; London Portraits Women

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Albert Einstein writing at desk Portraits; Men

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