Service Desk Management System Analysis

This assignment delves into the comparison of different service desk management systems, highlighting the crucial aspect of data prioritization. It emphasizes the significance of ITIL compliance within the context of service desk implementation. The document argues against a direct implementation of ITIL processes, suggesting that issues related to service desk functionality should be identified and addressed first. Subsequently, ITIL can be incorporated to overcome these challenges.

Running head: FINANCE PORTFOLIO MANAGEMENT
FINANCE PORTFOLIO MANAGEMENT
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Table of Contents
Question 1........................................................................................................................................2
Question 2........................................................................................................................................3
Question 3........................................................................................................................................4
Question 4........................................................................................................................................6
References........................................................................................................................................7

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Question 1
ERP refers to Enterprise Resource Planning which provides a compact management tool
and environment supported by various real time software and technology for different business
processes (Bregman, Peng and Chin 2015). ERP is successfully implemented to several
organizations which have used it in management of inventory, data processing, accountancy and
human resource.
MySap is business software which is based on the ERP system. MySap is created from its
pre-version SAP which was mainly created for information management in IT industries
(Derczynski et al., 2015). Many technologies are added to the main system as the software has
advanced and also the amount of data present in an organization has increased to a greater extent.
Mysap works on the basis of managing business entities by providing several powerful
techniques. The MySap software is used for managing several business functions like inventory
management, human resources management, financials and many more. MySap actually helps to
integrate the data which is collected from different parts of a business. It also keeps record and
helps to analyze the information (Stanczyk et al. 2015). There are three classifications like One-
tier configuration, two-tier configuration and three tier configuration. The primary function is
done by application tier and it sends the output to the presentation tier. It also stores data from
the database tier.
ERP system requires proper hardware to function in an accurate way. The required
hardware is cooling system and servers and also advanced computing systems. The server should
be of robust nature so that the software can work in an advanced way.

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Question 2
The global source businesses are more increasing and it is also becoming significant in
case of services related to Information technology. In case of Intertec International a case study
is designed in terms of developing a system what deals with the information regarding the
tracking of drug license. There are many fraud issues in case of medical license making and also
the amount of data is not in a correct flow when the medicine is needed. It was also very hard to
understand the need of the medicine from various areas and countries so that the supply can be
made automatically (Streeter et al. 2017). To overcome these problems Intertec International has
created some globally sourced software which can fulfill the requirements of the organizations.
They provide a new tracking system to the companies so that they can track the medicines with
reliability on the basis of several locations.
In case of global sourcing the gaps between the several countries and regions have been
decreased to a greater extent. The IT sectors are using several resources of different countries
alike technologies and human resources so that they can be able to make an advanced system
which can fulfill all the requirements according to different people and places.
There are many problems related to the IT global sourcing. Loss of management controls,
hidden costs, threats to security and confidentiality and the quality related problems are main
issues related to the global sourcing of the IT services. This also leads to bad publicity and wrong
will and this can lead to the off-shore of the outsourcing.

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Question 3
The access management has the objective for granting the authorized customers the right
for using a service during the prevention of several accesses to customer who are non-authorized.
This actually implements the regulations defined by the information security management. It is
also called identity management in some cases.
The main problems associated with the access to the data and access to the application is
lied in the copyright of the data. Sometimes the information of an organization is encrypted. For
that reason the application of the data and access of it cannot be done in a proper way (Fremantle
et al. 2014). The main advantage access data is due to miscommunication among the
organizations.
Two factor authentication or two step verification is a method which is used to increase
the security of a system. The user is asked to verify the identity twice for better security
environment. It is done in two different steps of verification.
In case of a patient management system the access of the data is done in such a way so
that the information related to the patient is kept safe (van et al. 2016). The main advantage of
making the system more advanced in security is to use the double step verification.

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Figure: Employee access management
In case of an employee of an organization the employee gets the permission and right to
access the data and when the employee leaves then the right is taken from him or her.
Employees should keep a strong password and they should be instructed in a proper way
so that the organization’s data can be safe (Trusson, Doherty and Hislop 2014). A password
should contain at least 8 to 16 characters and it should contain alphabets, numerical and special
characters.
For biometric identification the methods like retina scanning, finger print sensors and
sound identification techniques are used.

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Question 4
A service desk system is defined as a function in the IT organizations which are used to
manage several IT services. It is an important management system to understand the advantages
and the offers for the company (Mayo, Brown, and Harris 2017). The main function of service
desk system is to act as the interface between the users and the organization.
The service desk system is very important to the IT organizations as it acts like an
interface between the users and the IT organization (Mayo, Brown and Harris 2017). The main
advantage of making service desk is to assist the user with proper guidance and also to help him
with all his queries.
The main comparison among the several service desk management systems is that the
organizations priority of data on which the company wants to emphasize. There are many aspects
of the service desk management system.
The ITIL complaint is the conformance level in IT industry infrastructure library; it has
several standards which are developed by the British office of government commerce.
The service desk system should be installed with proper security in the system. The
system should have proper processing unit and features which will help to install the system.
The ITIL process should not be implemented first and the service desk system should be
implemented to find out the issues related to it (Derczynski et al. 2015). Then ITIL system can
be implemented so that the issues can be overcome.

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References
Bregman, R., Peng, D.X. and Chin, W., 2015. The effect of controversial global sourcing
practices on the ethical judgments and intentions of US consumers. Journal of Operations
Management, 36, pp.229-243.
Derczynski, L., Maynard, D., Rizzo, G., van Erp, M., Gorrell, G., Troncy, R., Petrak, J. and
Bontcheva, K., 2015. Analysis of named entity recognition and linking for tweets. Information
Processing & Management, 51(2), pp.32-49.
Fremantle, P., Aziz, B., Kopecký, J. and Scott, P., 2014, September. Federated identity and
access management for the internet of things. In Secure Internet of Things (SIoT), 2014
International Workshop on (pp. 10-17). IEEE.
Mayo, A., Brown, E. and Harris, R., 2017. Opportunities and Efficiencies in Building a New
Service Desk Model. Medical Reference Services Quarterly, 36(3), pp.211-219.
Stanczyk, A., Foerstl, K., Busse, C. and Blome, C., 2015. Global Sourcing Decision‐Making
Processes: Politics, Intuition, and Procedural Rationality. Journal of Business Logistics, 36(2),
pp.160-181.
Streeter, C.C., Gerbarg, P.L., Whitfield, T.H., Owen, L., Johnston, J., Silveri, M.M., Gensler, M.,
Faulkner, C.L., Mann, C., Wixted, M. and Hernon, A.M., 2017. Treatment of major depressive
disorder with Iyengar yoga and coherent breathing: A randomized controlled dosing study. The
Journal of Alternative and Complementary Medicine, 23(3), pp.201-207.

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Trusson, C.R., Doherty, N.F. and Hislop, D., 2014. Knowledge sharing using IT service
management tools: conflicting discourses and incompatible practices. Information Systems
Journal, 24(4), pp.347-371.
van Erp, T.G., Hibar, D.P., Rasmussen, J.M., Glahn, D.C., Pearlson, G.D., Andreassen, O.A.,
Agartz, I., Westlye, L.T., Haukvik, U.K., Dale, A.M. and Melle, I., 2016. Subcortical brain
volume abnormalities in 2028 individuals with schizophrenia and 2540 healthy controls via the
ENIGMA consortium. Molecular psychiatry, 21(4), pp.547-553.