Following Best Practices: Research Paper

1.0 ARTICLE LIST:
(n.d.). Retrieved March 5, 2015, from http://cdn.zendesk.com/resources/whitepapers/Zendesk_WP_PinkElephant.pdf
Kinetic Data, Inc. (n.d.). Retrieved March 5, 2015, from http://www.kineticdata.com/news/media-coverage/5-steps-to-a-better-service-desk.html
Service Desk Optimization: Proven Techniques to Drive First Call Resolution | Giva. (n.d.). Retrieved March 5, 2015, from http://www.givainc.com/wp/service-desk-optimization-improve-first-call-resolution.cfm
Service Level Management: Best Practices White Paper. (n.d.). Retrieved March 5, 2015, from http://www.cisco.com/c/en/us/support/docs/availability/high-availability/15117-sla.html
2.0: SUMMARY OF ISSUES:

Timed assessments and evaluations should be conducted on the help desk to determine whether the desk is working according to the expectations of the organization. The desk should at all times work and deliver in line with the organization’s objectives. It should also be assessed whether the desk is working according to the best practices in the industry. After completion of the evaluations and assessments, if the desk is found to be working according to organizational expectations, methods to further improve it should be devised. If it is not delivering as expected, solutions should be found.
3.0: MATERIAL EFFECTS ON IT:
Following the best practices at the IT help desk leads to the success and realization of organizational goals and objectives. If the IT help desk performs well, the IT department as a whole shall also perform well. Considering that IT departments are pivotal departments to any organization, success in the IT department shall be reflected in the general success of the entire organization. Following best practices in the IT department also increases an organization’s competitiveness in the market. Ensuring that an organization operates like similar organizations increases the organization’s competitiveness. If the organization did not consider this, it would probably be outdated and left behind. Assessment of the help desk enables the organization in discovering upcoming problems and creating solutions before the problems get out of hand.
4.0: RECOMMENDATION:
Ensuring that an IT help desk is performing in line with the expectations of the company is very important to an operating company’s CIO. If the help desk fails, the whole of the IT department fails. Failure from the IT department may translate into failure of the whole organization. To avoid this unwelcome event/ instance, the CIO should always make sure that the help desk is assessed periodically based on a defined assessment guideline/ criteria. Assessments will always enable the CIO to identify possible problems and deal with them on time before they impact the organization negatively. Early solution of problems leads to the creation of a permanent solution unlike in instances where the problems are solved after they have become full blown.
The CIO should also follow the best practices in the industry. He should ensure that his organization’s help desk is conducting its affairs in a manner that is similar to how other organizations of its size and similarity conduct their issues. This will help avoid instances where an organization is using an outdated operating method or system if an organization’s method(s) of operation are outdated; the organization loses its competitiveness in the market.