New perspectives on design and delivery: The context of service desk

Rahman, Md Istehadur (2016) New perspectives on design and delivery: The context of service desk. Masters by Research thesis, Queensland University of Technology.


This research has identified the trends apparent in service desk design and delivery literature. By doing archival analysis, this investigation has led to the development of a generic framework which has identified three themes in service desk design – User groups, Support models, and Technology types – and two themes in service desk delivery – Direction of delivery, and Executive support level. This research also aims to provide an understanding of service desk functions and the challenges faced by organisations in delivering those functions.

Impact and interest:

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82 since deposited on 25 Apr 2016
65 in the past twelve months

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ID Code: 94225
Item Type: QUT Thesis (Masters by Research)
Supervisor: Sedera, Darshana & Balko, Soeren
Keywords: Archival Analysis, Communication, Design, Delivery, Effectiveness, Service Desk
Divisions: Current > QUT Faculties and Divisions > Science & Engineering Faculty
Institution: Queensland University of Technology
Deposited On: 25 Apr 2016 23:58
Last Modified: 25 Apr 2016 23:58

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