IT service desk process improvement : a narrative style case study

Arora, Atul & Bandara, Wasana (2006) IT service desk process improvement : a narrative style case study. In Lee, H. & Tan, B. (Eds.) Proceedings of the Tenth Pacific-Asia Conference on Information Systems, 6-9 July 2006, Malaysia, Kuala Lumpur.

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Abstract

This paper is a detailed case narrative on how a Faculty of a leading Australian University conducted a rigorous process improvement project, applying fundamental Business Process Management (BPM) concepts. The key goal was to increase the efficiency of the faculty’s service desk. The decrease of available funds due to reducing student numbers and the ever increasing costs associated with service desk prompted this project. The outcomes of the project presented a set of recommendations which leads to organizational innovation having information technology as an enabler for change. The target audience includes general BPM practitioners or academics who are interested in BPM related case studies, and specific organisations who might be interested in conducting BPM within their service desk processes.

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ID Code: 25464
Item Type: Conference Paper
Keywords: Business Process Management, Service Desk, Help Desk, ITIL, Information Technology Infrastructure Library
ISBN: 981055964X
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000)
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Deposited On: 17 Jun 2009 15:12
Last Modified: 23 Feb 2015 00:31

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