Abstract: Many organization’s customer service and technical support department like to use Service Desk systems. It is crucial to provide a convenient and fast method. In this paper the Incident and Problem Management of ITIL framework are described and used as the underlying structure of Service Desk and then CBR technique is selected for the main implementation technique after make a comparison between CBR and RBR. Lastly, this paper actually tries to work on new perspective by adopting Knowledge management techniques with Services Desk systems. INTRODUCTION The Knowledge Management Service Desk has attracted attention. By adding Knowledge Management to the ITIL (IT Infrastructure Library), the importance of Knowledge Management in IT organizations is observed more than ever. Service Desk makes the accessibility and availability of IT organization’s services in supporting the agreed IT service provision become easy. By using Service Desk the reception, response and troubleshooting of end-users’ issues regarding organization’s services are solved. There are several problems in Services Desk topic. First is the acquisition of the knowledge about information technologies supported by Service Desk. The technicians must have the knowledge of information technologies to solve the reported incident. But, nowadays the information technologies are increasing rapidly. The other problem is to finding proper solution when technicians do not possess the knowledge over domain to find the solution in term of time consuming. Knowledge Management can be describe as a technology that increases our understandings and helps the organizations to make decisions and solve problems more effectively by providing strategy, process and technology... ... middle of paper ... ...ime to fill the database, and it is effective to find nearest neighbor of the current incident. CONCLUSION Nowadays, many organization’s customer service and technical support department like to use Service Desk systems. It is crucial to provide a convenient and fast method. In this paper the Incident and Problem Management of ITIL framework are described and used as the underlying structure of Service Desk and then CBR technique is selected for the main implementation technique after make a comparison between CBR and RBR. Lastly, this paper actually tries to work on new perspective by adopting Knowledge management techniques with Services Desk systems. Works Cited Farjadi Tehrani, A. R., & Mustafa Mohamed, F. Z. (2011). A CBR-based Approach to ITIL-based Service Desk. Journal of Emerging Trends in Computing and Information Sciences, 2(10), 476-484.
Lowe’s is a home improvement warehouse that was founded in 1946 as a single store and since has grown to become the second largest in the world. As technology has evolved, Lowe’s has made many advances incorporating new systems and devices to stay competitive. The purpose of this paper is to evaluate the information technology management systems used at Lowe’s. It will look at Porter’s Five Force Model, supply chain management; data base management system, five agent-based technologies, e-commerce and system development lifecycle. Furthermore, it will look at business continuity planning, emerging trends and security vulnerabilities relates to the organization to remain competitive.
The purpose of this memo is to provide the rationale for recommending a methodology for the new customer service system. After analyzing the client needs and requirements, I recommend that we utilize Scrum to create the system.
It is evident that the information system used by Kahuna Cleaning Supply is rather slow and inefficient. The director of sales reports that the business lost a big order recently to the competitor who was able to provide the potential client with timely estimates online. In addition, the system is marred with a lot of errors while making orders and requisitions. The customers are not connected with an online interface and this makes it difficult for the company to compete favorably on the information front. The manual system is therefore obsolete, slow and unprofitable to the company. Therefore, in order to leverage their effectiveness and competitive edge, management seeks do develop a system that incorporates all the functions in a customer friendly interface. In this regard, a study will be undertaken on the current operat...
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
Training employees how to use the system is a significant step in ensuring that the organization realizes its goals. Employees need to master and understand the functionality of the system. It is noted that the training of the employees should be planned accordingly. The resources used in the training have to be identified and set. The professional should be aware of the objective of the training. In this case, ensuring that system runs effectively, as well as ensuring that information is safeguarded. Maintenance of the hardware is not only the responsibility of the information technology team in the organization, but also the employees of the organization. For this reason, all the stakeholders should be involved in ensuring that the system functions, as expected.
The main problems encountered by Mobil Oil were reduce costs and to improve the management layers. Issues that related to customer service included a lack of understanding of customer needs, poor business process and dysfunctional teamwork. Issues relating to employees were the personal development and reward/recognition systems. And to due with this, was created a project with the objective to redesign and simplify business activities and workflow.
The help desk is a tremendous resource of both cost efficiency, value, and support. When the help desk is operated properly, customer and employees are able to communicate and quickly have problems resolved. Our current Help Desk business model is to outsource a contract with a service provider who specializes in help desk design, implementation
TradX is a company that aims to sell furniture to retailers and special targeted companies. By analyzing the case study, which is on TradX Company, we came up with two different work systems for the company's trade actions. The work systems are "Replenish Retailer Inventory" and "Direct Selling." Moreover, the performance variables for the business processes are discussed in detail in the report. The report then talks about how an introduction of electronic information system may affect TradX work systems. At the end, collaboration between processes in TradX has been discussed.
A trouble ticket system is a software system which works on multi-channel customer requests centralised management. It can help streamline work flow processes, track and solve requests more effectively and improve customer satisfaction. Ticket is this case is as same as medical report which records trouble description, process and result. Finally, it is archived after it closeshttp://doc.otrs.org/3.3/en/html/introduction.html.
The global economy in today’s world is very competitive and it’s difficult for the companies to survive in such large market. Globalization has drastically affected the companies, which resulted in their low phase. This report analysis, that the studied company Platinum Concept Pty Ltd is only familiar with the manual system in their working process and is not aware of new automated machines or computerized systems. Hence, it has affected its growth and attainment resulting in devolution. Moreover, this report suggests adoption of Business Process Management for Jim’s business to retrieve its position by substitution of current manual practices with hi tech processes, good strategy and more fitting management to go along with it. Thereupon, it will be a methodize and a well-structured company which will eventually boost their performance along with aid in developing and maintaining good relations with its customer’s and also to withhold the company’s brand name.
It is increasingly recognized that services sector in all countries in the proportion of gross domestic product have an increasing, along with the development of tertiary industry, the market increasingly competitive, provide better products or customer experience is the key factors for the company stand out, companies can improve their products or services through service innovation, and service blueprint is a practical technology for service innovation. Service Blueprint is flexibility and versatility, the most important on the service blueprint is designed to customer-centric, and design experience and improve services. This essay will talk about whether service blueprint as a practical tool in the enterprise operation management. The first
Venkatram(2002) argued that BPR requires enterprise reengineering focusing on information technology used. The significance of introducing Information Technology (IT) in BPR endeavour can be seen in Chen (2009) who found IT is a tool for business process. Information technology is precisely for operational perspective can greatly change and enhance business efficiency in connection with others such as customer, suppliers, partners and organization competitor.
...l the information needs of the organization can be met by a comprehensive information highway, available to all internal and external stakeholders. The vision is to improve personal productivity at all levels by the effective use of this technology. An attempt has been made to develop a road-map for the future growth of IT in Indian Railways. Conditions today are ripe for them to obtain the benefits of IT, since general awareness of the technology is high, and its benefits have been proven. A commitment to utilize the Human Resource and IT appropriately in the organization already exists. Funding has been increasing this year, and should not be a major constraint in the future. Therefore the organizational thrust should be to ensure that the resources human as well as technology are allocated wisely, in a planned manner, the vision concretized, and followed through.
A Help Desk, which is staffed by IT professionals, is a focused resource that all companies use to provide clients and coworkers with support. Our companies Help Desk will have three objectives: to show users how to utilize the system correctly, answer all questions relating to technical or operational issues, and increases productivity by troubleshooting issues. Help Desk provide many services to their clients. Some of the services that a Help Desk can offer are
The use of IT technology and software nowadays is very important, almost every business has important documents such as customer details, accounts, employee schedules and paychecks which are all processed and created on computers. Junction Hotel must make sure that they employ staff with capability to manage online accounts to avoid errors and unprecedented accidents.