Complex Service Desk System for Incident Management Automation
Lengthy waiting times and repetitive, routine requests can detrimentally impact the operational efficiency of the Service Desk department, ultimately jeopardizing customer loyalty to the company. This paper advocates for a conceptual artifact within the Service Desk system, comprising multiple integ...
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| Format: | Article |
| Language: | English |
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World Scientific Publishing
2025-01-01
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| Series: | Computing Open |
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| Online Access: | https://www.worldscientific.com/doi/10.1142/S2972370125500035 |
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| _version_ | 1849697642966155264 |
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| author | Michal Dostál |
| author_facet | Michal Dostál |
| author_sort | Michal Dostál |
| collection | DOAJ |
| description | Lengthy waiting times and repetitive, routine requests can detrimentally impact the operational efficiency of the Service Desk department, ultimately jeopardizing customer loyalty to the company. This paper advocates for a conceptual artifact within the Service Desk system, comprising multiple integrated systems to form a comprehensive solution for efficient incident management. The envisioned Service Desk system incorporates a virtual assistant to streamline fundamental incident management activities, leveraging technologies like customer intent detection, expert systems, and an expertise locator system to enhance ticket resolution efficiency. This proposed system’s design adheres to the principles of the design science methodology. To assess both the identified problem area and the efficacy of the proposed artifact, ex-ante evaluation methods were employed, specifically through focus group discussions. The envisioned artifact not only addresses the immediate challenges but also contributes to the broader adoption of knowledge management tools in IT service management. The potential implications of implementing this artifact extend to Service Desk departments, fostering increased effectiveness in incident management practices and information flow. This, in turn, holds promise for an overall improvement in the efficiency and responsiveness of Service Desk operations, positively impacting customer satisfaction and loyalty. |
| format | Article |
| id | doaj-art-7a6cdf555235437a8e58e187a88a41b5 |
| institution | DOAJ |
| issn | 2972-3701 |
| language | English |
| publishDate | 2025-01-01 |
| publisher | World Scientific Publishing |
| record_format | Article |
| series | Computing Open |
| spelling | doaj-art-7a6cdf555235437a8e58e187a88a41b52025-08-20T03:19:08ZengWorld Scientific PublishingComputing Open2972-37012025-01-010310.1142/S2972370125500035Complex Service Desk System for Incident Management AutomationMichal Dostál0Department of Informatics, Faculty of Economics, Technical University in Liberec, Voronezska 13, Liberec 466 01, CzechiaLengthy waiting times and repetitive, routine requests can detrimentally impact the operational efficiency of the Service Desk department, ultimately jeopardizing customer loyalty to the company. This paper advocates for a conceptual artifact within the Service Desk system, comprising multiple integrated systems to form a comprehensive solution for efficient incident management. The envisioned Service Desk system incorporates a virtual assistant to streamline fundamental incident management activities, leveraging technologies like customer intent detection, expert systems, and an expertise locator system to enhance ticket resolution efficiency. This proposed system’s design adheres to the principles of the design science methodology. To assess both the identified problem area and the efficacy of the proposed artifact, ex-ante evaluation methods were employed, specifically through focus group discussions. The envisioned artifact not only addresses the immediate challenges but also contributes to the broader adoption of knowledge management tools in IT service management. The potential implications of implementing this artifact extend to Service Desk departments, fostering increased effectiveness in incident management practices and information flow. This, in turn, holds promise for an overall improvement in the efficiency and responsiveness of Service Desk operations, positively impacting customer satisfaction and loyalty.https://www.worldscientific.com/doi/10.1142/S2972370125500035Virtual assistantservice deskincident management |
| spellingShingle | Michal Dostál Complex Service Desk System for Incident Management Automation Computing Open Virtual assistant service desk incident management |
| title | Complex Service Desk System for Incident Management Automation |
| title_full | Complex Service Desk System for Incident Management Automation |
| title_fullStr | Complex Service Desk System for Incident Management Automation |
| title_full_unstemmed | Complex Service Desk System for Incident Management Automation |
| title_short | Complex Service Desk System for Incident Management Automation |
| title_sort | complex service desk system for incident management automation |
| topic | Virtual assistant service desk incident management |
| url | https://www.worldscientific.com/doi/10.1142/S2972370125500035 |
| work_keys_str_mv | AT michaldostal complexservicedesksystemforincidentmanagementautomation |