BCO6653 - IT Help Desk: A Current Practice and Literature Analysis

This report provides a comparative analysis of IT Help Desk practices, contrasting literature with existing systems. It examines the evolution from on-premise help desk software to contemporary methods, highlighting the benefits and problems associated with each. The on-premise software offered advantages like efficient working capability, smarter multitasking, and function customization, but also presented challenges such as resource exhaustion, training requirements, and BYOD complexities. The report also touches on the current trend of deploying cloud services in IT help desks. This document is available on Desklib, a platform offering study tools and solved assignments for students.

Current Practice Analysis for
Supporting Users: The IT Help Desk
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13820979925859260359.docx

Current Practice Analysis for Supporting Users: The IT Help Desk
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Jane Smith, [e-mail]
Abstract
The abstract summarises the contents of the paper (around 200 words). A good abstract contains as
much information about the whole paper as possible. The abstract should contain answers to the
following questions: (1) what is the topic about? (2) What are the main arguments of the literature?
(3) What are the main findings about the topic in relation to current practice? (3) How does the theory
of the literature review compare to current practice? (4) What then are your main findings about the
topic?
The following is a comparative analysis of the Supporting Users: The IT Help Desk topic based on
some literatures and the existing system used for the topic. The topic Supporting Users: The IT Help
Desk signifies the process of supporting the users of IT equipments and devices by listening to their
problems. The implication of the study of the various literatures would allow the formation of the idea
for the analysis of the effective operation development. The contemporary help desk and the current
help desk are compared in this assignment. The on-premise help desk software had been used from the
start for supporting the end users with improved facilities. The benefits that the users had got with the
implementation of the help desk are efficient working capability, working environment multitasking
and smarter, and customization of the functions. However, it had resulted in the issues of resource
exhaustion, training requirements, and challenges of BYOD for the IT support professionals.
Introduction
The following is a comparison of the contemporary practices of the IT help desk which was comprised
of the support staff talking over the phone for getting help from the professionals. The implication of
the study had helped in forming the analysis for the coverage of the successive implementation of the
operational analysis. The analysis of the current practices was done to understand the implication of
the technology development in the activities. The paper would tend to form the comparison of the IT
Help Desk and understand the growth of technology that has been seen with the change in the IT Help
Desk Processes.
Literature analysis
According to Awan et al. (2015), the IT help desk has been in use for a
long time as it allows the end users for getting support for one of their
problems. The help desk acts as a support for the customers for getting
information on their IT equipments and devices. The growth of technology
and interest of people had resulted in forming the alignment of
information for developing improved operational development. The
improvement of the existing facilities and technologies had resulted in
forming the major changes in the tools and equipments. It has resulted in
developing major problems for the users to operate gadgets and
equipments. The implication of the IT help desk helps in such conditions
where the user is unknown to the handling of the gadget and requires an
external support and help for the utilization of the device efficiently. The
implication of the improved operations would allow the development of
the successive activity development. The literature analysis of the topic of
‘Supporting Users: IT Help Desk’ is based on the analysis of the on-
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Current practice analysis for BCO 6653 * Management of Information Technology 2
premise help desk software that had been in vogue at that time. The
analysis would consider the operations, benefits and problems of
implementing the on-premise help desk software (Masongsong and
Damian 2016). The analysis had been done using various articles,
journals, and books on the IT help desk and on-premise help desk
software.
Operation of On-Premise Help Desk Software
The analysis had been done for the on-premise help desk software that
had been in use since a long time. Mortensen and Hazel (2014), stated
that the implication of the Help Desk would also be helpful for forming the
utilization of the successive strategies of the development of the
operations. The management of the support activities would also be
helpful for the integration of the activities favouring the growth of the
service industry. For example- There are many people that have faced
problems while operating any new device such as automatic room
temperature controller. They are unfamiliar to the buttons and how to set
the temperature. In such cases, the IT help desk play a significant role for
providing information and helping the user for correctly using the device
(Czegel 2015). The user would call on the helpline and the call had been
diverted to an automatic on-premise help desk software voice box. The
software would provide some directions and then connect the call to a
professional who would listen and understand the problem of the user.
The professional would provide them guidance for operating the machine
successfully. The implementation of the help desk operations would also
be helpful for supporting the implication of the successive operation
development. The analysis would tend to form the implementation of the
operations supporting the utilization of the activities favouring the
implication of the effective development model (Walther et al. 2015). The
analysis had also been helpful for forming the support and deployment of
the successive development. The analysis would also be helpful for
forming the comparison of the activities favouring the implementation of
the effective operation development.
Benefits of the On-Premise Help Desk Software
The implementation of the on-premise help desk software had helped the
development of the operations supporting the utilization of the innovative
technology and gadgets. The implication of the on-premise help desk
software would allow the utilization of the technology innovation and use
the improved equipments. The major benefits of implementing the on-
premise help desk software are efficient working capability, smarter
multitask capability, and function customization. These benefits of On-
Premise Help Desk Software are explained below,
Efficient Working Capability: As opined by James (2016), the efficient
working capability is gained by implying the use of the on-premise help
desk software. There are various scenarios where the office workers can
get work done easily by consulting the IT help desk. The employees just
need to submit their problems to the IT help desk and they get instant
solution to their problems. They can get their tech fixed easily by IT help
desk so that they can work faster and achieve more production. The

Current practice analysis for BCO 6653 * Management of Information Technology 3
implication of the IT help desk support would allow the employees for
wasting less time in trying to solve technical problems and focus on the
completion of their work.
Smarter Multitask Capability: The on-premise help desk software is
responsible for making the working environment multitasking and
smarter. The IT professionals can easily prioritize the issues and
categorize them by the help of the help desk (Sykes 2015). It would help
them in sequencing their work in a more effective way for gaining better
results. The professional had been able to analyse and decide which
issues they need to work on immediately. For example- The professional
are able to solve multiple issues in the network by visiting the server
room and analysing the equipments there. It would not only save time but
also allow the professional to solve issues of multiple equipments in a
single go.
Function Customization: The customization of the functions of help
desk is a major benefit of the on-premise help desk software. The
customization would allow the users for developing more effective
implication of the operations (Lam and Hannah 2017). The analysis of the
on-premise help desk software had brought about that the help desk
ticket comprises of title and description for each of issue identified. The
help desk can categorize the information in more details for allowing the
user to get help on their specific operations. The implication of the
activities had been helpful for the deployment of the successful utilization
of the operation development.
Problems of the On-Premise Help Desk Software
The implication of on-premise help desk software has both positive and
negative impact on the business operations. The alignment of the help
desk would bring about the benefits for easing the processes of the
business. However, Chunpir and Ludwig (2014) have pointed that the
implication of on-premise help desk software had also brought major
problems and issues for the business organization. The major issues of on-
premise help desk software implementation are resource exhaustion,
training requirements, and challenges of BYOD. These issues of on-
premise help desk software are explained below,
Resource Exhaustion: The implication of the on-premise help desk
software had been critical for the implementation of the successive
implementation of the operations favouring the implication of the
operations. The exhaustion of the resource is a major factor that would
form the major hindrance for the successful implementation of the
resource exhaustion (Serbest et al. 2015). The analysis had shown that
exhaustion of the resources like system, human, cost, and other factors.
The implementation and deployment of the resources might result in
forming the major hindrance for the users to exploit the system. The
exhaustion of the resources would also result in delaying the
implementation process.

Current practice analysis for BCO 6653 * Management of Information Technology 4
Training Requirements: The on-premise help desk software is an
improved IT system that had included the alignment of the operations for
overcoming the feasibility of the development. The training is required for
the project so that the staff can get the support the implication of the
operations favouring the operation development (Chunpir 2016). The lack
of training might result in forming the issues among the staff for
implementing the successive deployment of the activities for focusing the
alignment of the operations. The employees might not be able to utilize
the complete functionality of the on-premise help desk software in the
absence of proper training.
Challenges of BYOD: The IT help desk users would have to face the
major problem of the improved BYOD deployment. According to
Akinnuwesi et al. (2014), the BYOD is the concept of employees bringing
their own device at workplace for working. They would have to use the
access for forming the completion of the activities. The challenges of
BYOD is resulted when the professional providing support to the
employees are unable to help them for managing the devices the
employees have brought. The professional would require to have a
detailed knowledge about the devices for supporting the problems (if any)
faced by the employees while operating their devices.
Literature analysis summary
The literature analysis had been done on the topic of contemporary practices of IT help desk and it had
came to light that the on-premise help desk software had been used from the start for supporting the
end users with improved facilities. The on-premise help desk software is a combine software and
person for allowing the implication of the activities supporting the implication of the improved
operation development. The benefits that the users had got with the implementation of the help desk
are efficient working capability, working environment multitasking and smarter, and customization of
the functions. These benefits had made the implication of the on-premise help desk software more
effective and efficient for the business organizations. The implication of the operations would allow
the management of the operations favouring the alignment of the successive development activities.
However, it had resulted in the issues of resource exhaustion, training requirements, and challenges of
BYOD for the IT support professionals. These issues would result in forming the major hindrance in
the alignment of the operations favouring the development of the successful operation development.
The analysis would also be helpful for supporting the implementation of the operations favouring the
operations.
Current Practice Section
According to Koch and Mitteregger (2016), the current practice of the IT help desk includes the
deployment of cloud services for easing the alignment of the access for global users. The development
of technology had reached the aspects of global operations and functions. The IT companies and
organizations have been supplying their products all over the globe with the advent of e-commerce
and digitization. It has become a major issue for them to provide help desk service for the customers
on the other side of the globe. The implication of the IT support desk would not fulfil these
requirements of the companies and hence they need improved IT help desk for their operations. The
company had started the cloud help desk services for their customers so that they can implement
services across the globe. The implication of the cloud help desk services would help them in easing
the processes of the operations and aligning the usability of the functions of access (Gay 2016). The
development of the cloud has resulted in forming three types of IT help desks for the business
organizations like web help desk software, enterprise help desk software, and open source help desk.
These three types of help desk support software have been explained in the following sections.

Current practice analysis for BCO 6653 * Management of Information Technology 5
Web Help Desk Software: Morales-Ramirez, Kifetew and Perini (2017) have explained that the web
based help desk works on cloud based functions namely Software as a Service and it provides best
opportunity for developing the help desk based on the alignment of the activities for developing
improved operational development. The application is helpful for forming the development of the
improved services and operations. The web based cloud access would enable the users for remote help
desk operations. The increment of the opportunities would also be helpful for the alignment of the
improved operation development. The alignment of the operations had also been helpful for the
development of the effective maintenance and operation. The application works as rented out form
and it would also help in ensuring the alignment of the successive development model. The utilization
of the help desk would also be helpful for forming the implication of the successive supports on a
monthly or annual cost basis (Ma et al. 2016). The services include system maintenance, upgrade of
the system, technical support, and data backup. The user who have subscribed to the web based help
desk would have to access the help desk using the vendor’s website and it would also serve as the
major role for the alignment of the improved operational development. The web based help desk
requires very less knowledge and skill for operation as most of the work is carried out by the vendors.
The data asked by the users such as tickets, queries, customer profile, and support analytics are stored
on the server of the vendor. The main function of web based help desk is that it is flexible in nature
and scalable in terms of functions. According to Ifinedo (2015), the company had started the cloud
help desk services for their customers so that they can implement services across the globe. The
implication of the cloud help desk services would help them in easing the processes of the operations
and aligning the usability of the functions of access.
Enterprise Help Desk Software: According to Puthal et al. (2015), the enterprise help desk software
is very helpful for the business organizations and it is best suited for the operations supporting the
implementation of the effective ticketing, knowledge, and time tracker. The design of enterprise help
desk software has more robust features and complex modules. The enterprise help desk software is the
best help desk software solution available for the services of the business organization. The modules
like account management, IT asset management, survey management, and service request fulfilment
are the most optimum methods of forming the analysis of the effective and improved activity
development. There are various departments that would be align with the implication of the enterprise
help desk software as it is scalable in functions, addresses internal support, and targets smaller
business. Larger companies comprises of different departments and the alignment of the improved
operation development (Sykes 2015). The technical support and alignment activities would also be
helpful for the alignment of the improved operation development. The alignment of enterprise help
desk software would enable the users for getting right support and help from the operations. The help
desk is suitably helpful for the alignment of the improved operation development and alignment of the
improved functional development. The access of the software system is dependent on the alignment of
the activities supporting the alignment of the activities favouring the alignment of the operations.
Awan et al. (2015) have stated that the enterprise help desk software is helpful for the companies that
have skilled personals for programming and coding operations. The enterprise help desk software
would help them in improving their help desk functions beyond the addition of the plugins and simple
integration level. It would assist the organization for forming the development of the operations for
improving the help desk activities.
Open Source Help Desk: According to Pogarcic, Jankovic and Seturidze (2017), the open source
help desk software are sometimes freely available IT help desk software that can be used by any
organization for development. The open source as the name suggests are openly available software
support system that would allow the users with the facility to remodify the system and use it
according to their will. The developers would be able to access the source code of the software and it
would also help them in implying the development of the successive implication of the operations.
The implication of the open source operations would also be helpful for forming the alignment of the
improved operation development. The access of the software system is dependent on the alignment of
the activities supporting the alignment of the activities favouring the alignment of the operations. The
open source help desk is helpful for the companies that have skilled personals for programming and
coding operations (Edwards 2015). The open source help desk would help them in improving their
help desk functions beyond the addition of the plugins and simple integration level. It would assist the
organization for forming the development of the operations for improving the help desk activities
(Hao and Helo 2017). There are a large number of open source help desk options available for the
companies to choose from and some of them are Information Resource Manager (IRM), OpenPsa,

Current practice analysis for BCO 6653 * Management of Information Technology 6
jHelpdesk, Savane, and SugarCRM Open Source. The use of open source help desk would allow the
leverage of the quality of the products and services.
Comparison of Literature and Current Practice
The IT help desk has been in use for a long time as it allows the end users for getting support for one
of their problems. The implementation of the on-premise help desk software had helped the
development of the operations supporting the utilization of the innovative technology and gadgets.
The major benefits of implementing the on-premise help desk software are efficient working
capability, smarter multitask capability, and function customization. However, the implication of on-
premise help desk software had also brought major problems and issues for the business organization.
On the contrary currently, the company had started the cloud help desk services for their customers so
that they can implement services across the globe. The development of the cloud has resulted in
forming three types of IT help desks for the business organizations like web help desk software,
enterprise help desk software, and open source help desk. It has made the implication of the activities
supporting the development and utilization of the activities. The implication of the activities has also
made the implication of the successive alignment of the operations. The development of the activities
would also make the simplification of the processes and deployment of the improved activities. The
on-premise help desk software and current practices of the IT help desk differ in terms of cloud access
simplification of the operations. The alignment of the successive development would also be helpful
for the cloud access in the IT help desk operations. The Web based operations had made the IT help
desk more efficient and effective for being used. The analysis had tended for forming the utilization of
the effective operational development.
Conclusion
From the literature analysis it is evident that the development of the technologies had resulted in
making the IT help desk more efficient and effective. The implication of the cloud or web based
technologies would help the organizations for forming the utilization of the growing technologies and
it would also result in implying the development of the activities favouring the alignment of the
operations. The analysis has also made it evident that the major difference between the on premise
help desk and the open source/web/enterprise help desks is the advent of cloud functions. The analysis
had also made the management of the successive development more evitable for being used as a cloud
function. The development had also made the implication of the technology of operations based on
web function. The study would help in forming a deeper analysis on the growth of IT support help
desk and technology. The implication of cloud has helped in analysing the dependency of IT help desk
on the factors of trending technology. The formative literature analysis made had covered the critical
impact on the growing technologies of current world.
References – Literature
Akinnuwesi, B.A., Enikuomehin, O.A., Uzoka, F.M.E., Onwudike, O.C., Osamiluyi, A. and
Aribisala, B.S., 2014. Electronic helpdesk support system in tertiary institutions in developing
countries. International Journal of Computer and Information Technology, 3, pp.1280-1291.
Awan, O.A., Awan, Y.A., Fossett, J., Fossett, R., Mendelson, D. and Siegel, E.L., 2015. Patient
Engagement: The Experience of the RSNA Image Share Patient Help Desk. Journal of the American
College of Radiology, 12(12), pp.1289-1292.
Chunpir, H.I. and Ludwig, T., 2014. Reviewing the governance structure of end-user support
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Czegel, B., 2015. Help desk practitioner's handbook. John Wiley & Sons.
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Current practice analysis for BCO 6653 * Management of Information Technology 7
Haefeli, W.E. and Seidling, H.M., 2018. Electronic decision support to promote medication
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