ITx Rutherford 2019 Programme

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The ITx Rutherford 2019 Programme may change without notice

Evaluation of IT Service Desk – A Case Study

Friday 11:40am - 12:10pm, CITRENZ (Ara Room 3)

Organisations heavily rely on Information Technology Services Management (ITSM) to provide efficient and quality services to all stakeholders.

This research is an exploratory study conducted of the service desk operations model. This research explores simple metrics and weighted requirement matrix for evaluating and selecting such systems. Several data gathering tools which includes brainstorming, interviewing, participant-observation and collaborative feedback document have been employed to collect feedback and requirements from stakeholders to ensure viability and robustness of the research. Prominent challenges to sound implementation of a service desk suite have been identified. The identified challenges and feedback from stakeholders enabled the researchers arrive at a scaled section framework. A comparison of eleven state of the art service desk systems was then conducted. This research also proposed a new service desk process with specific emphasis on the roles played by various stakeholders.


Michael Bosu

Waikato Institute of Technology

Michael Franklin Bosu received the PhD in Information Science from the University of Otago in 2016. He is currently a Senior Lecturer at the Centre for Information Technology, Waikato Institute of Technology (Wintec).

His main research interests are in software effort and cost estimation, data quality of empirical software engineering datasets and text mining. He has published papers in reputable journals and conferences including winning best paper awards.