Network Computing | ||
Issue
47 - March 2006
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When
the Hot Line Service evolved to the Help Desk
in September 1997, a commercial Help Desk software
was deployed to assist the day-to-day operations
of the office. (See Network
Computing, Issue 12 - September 1997 for
details.) Since then, the software has been further
developed to automate the submission and processing
of CSC Work Requests, desktop maintenance support
service, the network registration process, the
network port security protection, student resident
phone support services, WLAN registration, the
departmental server registrations, and so on.
The Help Desk report, reflecting user problems,
service requests, resolutions and support details,
has become a very useful tool for service quality
enhancement. With this report, we have a complete
way to improve our internal efficiency. (See Network
Computing, Issue 45 - September 2005 for
details.) However, due to the limited features
of the current Help Desk software, we anticipate
that it will be unable to fulfil our future needs
in service management, and therefore, we need
better software with richer functions. Furthermore,
when more and more extended applications are developed
on top of the software and run on the hardware,
performance and redundancy have become important
issues. |
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