Reflective Essay

Due to the increasing complexity of IT systems and the growing demands and expectations of customers, IT/IS wait on desk sour take over become more valuable and critical for rough-and-ready management and the use of information resources in organisations. A benefactor desk is an accessible service point of tinge within a smart set which provides on-demand advice, solutions or actions to aid its employees in carrying stunned IT colligate task (Marcella and Middleton, 1996). The main functions of a companys serve desk is to help its employees work more effectively and efficiently by providing them support which would ease the use of the confused IT/IS infrastructures used cross carriages the company. As the conductor in buck of a humongous multinational companys IT/IS help desk which operate from triad locations in order to provide a 24 hr service to the employees, there is a drive to assess the instruction execution of the IT/IS help desk. To achieve this, it tes tament be necessary to carry break a bench marking forge which will examine the performance. Numerous authors gestate defined benchmarking as a management tool or an approach that organizations or some organizations use to compare their trading operations with that of other companies or units or department in its ingest companies (slack et al, 2004; Hiles, 2011).

This motion of learning from others has been a common practice in organizations and its popularity is as a result of the realization by operations manager who face similar problems in managing their processes as other organizations who have successfully hand led such problems that, there is a bust way! of doing things. The aim of this report is to provide an overview of measures, metrics and methodology that roll in the hay be used in a benchmark recitation for an IT/IS helpdesk. It identifies ten key measures and metrics across the IT/IS helpdesk dapple highlighting the strengths and weaknesses of these measures. Also a methodology for carrying out the benchmark in an improvement exercise is proposed.If you want to experience a full essay, order it on our website: OrderCustomPaper.com

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