Notes

Identifying the issue : Service Desk is not having a fast contact and collect information


According to (Cater-Steel, A., Toleman, M. and Tan, W.G., 2006 ) the service desk is the single point of contact between the teams in the company and should provide the important information and keep every one updated with information for the incident and keep tracking it .

Moreover , according to (Jäntti, M. and Kalliokoski, J., 2010 )the service desk is plays an important role , and must find the solution for the problems quickly and the service desk have to keep
users updated of the progress on incident resolution what has changed and service-related events

Also . According to ( Lahtela, A., Jäntti, M. and Kaukola, J., 2010) the service desk is responsible to get contact with the customers and can get them the important information because the service desk is the single point of contact for them .



Identifying the issue : the people get angry because of the delay








references :
Cater-Steel, A., Toleman, M. and Tan, W.G., 2006, December. Transforming IT service management-the ITIL impact. In Proceedings of the 17th Australasian Conference on Information Systems (ACIS 2006). Australasian Association for Information Systems.

Lahtela, A., Jäntti, M. and Kaukola, J., 2010, February. Implementing an ITIL-based IT service management measurement system. In 2010 Fourth International Conference on Digital Society IEEE.

Jäntti, M. and Kalliokoski, J., 2010, February. Identifying knowledge management challenges in a service desk: A case study. In 2010 Second International Conference on Information, Process, and Knowledge Management IEEE.