Task

Journal Entry. The Journal function in Interact2 must be used. External journal sites are not permitted. If your country geo-blocks Interact2 website or your circumstance prevents you from accessing the Internet (eg. due to a disability or if you are in a correctional centre), please contact your lecturer immediately. If it is an office/organisation firewall preventing access, you must find an alternative Internet access point to complete this task.

Warning: Entering or editing data in this journal entry after 2359 hours on 30 September will result in deduction of marks.

Question 1 - What are the two important features of a help desk that you have learnt from Chapter 6 (Help Desk Operation) from the textbook?

Question 2 - Review the following conference papers and choose any ONE:

Chan, C., Geng, L. & Chen, L. (1999, May 9). Development of an Intelligent Case-Based System for Help Desk Operations. Paper presented at 1999 IEEE Canadian Conference on Electrical and Computer Engineering. Alberta, Canada. DOI: 10.1109/CCECE.1999.808194

Moore, M.E., McGraw, K.A. & Shaw-Kokot, J. (2001) Preparing staff to work at a single service desk. Medical Reference Services Quarterly. 20(1) pp.79-86. DOI: OI: 10.1300/J115v20n01_08

As these papers was published about 15-17 years ago, provide three suggestions or improvement you would make to update the contents of this paper, supported with literature.

Question 3 - How does the principles of Information Technology Infrastructure Library (ITIL) assist in a Hhelp desk setup? Give any two examples that apply to a help desk for a vehicle breakdown service. Relate the task to literature read.