RECENT ASSIGNMENT

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?
Supplement it with any literature [300 words; 2 marks]
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

[These papers are available from the CSU Library. Apologies that the second line of this reference cannot be indented due to the limitations of the editing platform of this software.]
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. [400 words; 5 marks]
[You might want to read Chapter 7 (User Support Management) of the textbook and other recent literature.]
Question 3
How does the principles of Information Technology Infrastructure Library (ITIL) assist in a help desk setup? Give any two examples that apply to a help desk for a vehicle breakdown service. Relate the task to literature read. - [400 words; 8 marks]
[You might want to re-read the chapter by Moeller recommended in Topic 8]
For all three questions, you are also required to substantiate with literature (with in text citations).
Include ONE combined reference list at the end of this assignment.