ITM 301 Mod 2 CBT - Principles of Information Systems in Business and Essay

ITM 301 Mod 2 CBT - Principles of Information Systems in Business and Organizations - Essay Example the help desk solve the problems of the customers to the maximum, the following are some of the essentials in setting up of a customer service department: 1. Define the objective. According to Ruby Bayan2, the organization has to first decide what is objective of creating a helpdesk. Are you planning to give expert advice or are you planning to handle the maximum number of customers or is your objective to have a personal touch. When the objective is clear then, it is easy to set our priorities in organizing the other resources. 2. Understand the customer: When it comes to understanding the customer, an in-depth analysis is required about the profile of the customer. The customers’ type of business, volume of business, the type of technology adopted, the kind of problems faced by the customers frequently and what is the procedure adopted to solve customer problems. When an understanding of the customers’’ technologies and help desk management, we can choose the kind of service we have to offer. So we can get an idea about the kind of software to be used to achieve our objectives. 3. Select the technology: There is always a debate whether to buy software or to build customized software for your organization. The diagram below shows the factors that have to be considered before making a decision by the management. According to Hoffman3, the decision to develop a customized software should depend on the competitive edge it can create. When a software is very essential to create an edge over the competition and if it defines the basic purpose of the organization, the cost of development of the software is justified. On the other hand if the organization can use an off the shelf software the company should buy the software to reduce the operational costs and thereby can pass on the cost benefit to its customers. The author suggests that the organization can buy a software and adjust its operations according to the software implemented which will require less