The Online Effect: Transitioning from the Legacy Help Desk to the Online Task Management System

Kym Mawson-Lee

doi:10.4018/jcit.2006010106

10% Discount on All E-Books through IGI Global’s Online Bookstore Extended(10% discount on all e-books cannot be combined with most offers. Discount is valid on purchases made directly through IGI Global Online Bookstore (www.igi-global.com)
and may not be utilized by booksellers and distributors. Offer does not apply to e-Collections and exclusions of select titles may apply. Offer expires June 30, 2022.)Browse Titles

Special Offers
- 10% Discount on All E-Books through IGI Global’s Online Bookstore
  With the continued paper shortages and supply chain issues, we have been informed by our partners that there will be substantial delays in printing and shipping publications, especially as we approach the holiday season. To help incentive the electronic format and streamline access to the latest research, we are offering a 10% discount on all our e-books through IGI Global’s Online Bookstore. Hosted on the InfoSci^® platform, these titles feature no DRM, no additional cost for multi-user licensing, no embargo of content, full-text PDF & HTML format, and more.
  Browse Titles
- IGI Global to Convert an Additional 30 Journals to Full Gold Open Access for the 2022 Volume Year
  IGI Global is to convert an additional 30 journals to full gold open access (OA) for their 2022 volume year, which will expand their OA collection to contain 60 gold open access and one (1) platinum open access journal.
  Learn More
- All IGI Global Scholarly Journals Shift to "Digital Preferred" Format
  In response to the overwhelming demand for electronic content coupled with the mission to decrease the overall environmental impacts of print production and distribution, all IGI Global journals will shift into a digital preferred model for the 2022 volume year. Under this model, journals will become primarily available under electronic format and articles will be immediately available upon acceptance. Print subscriptions and print + electronic subscriptions will still be available, but for the print version, all articles that are published during the volume year will become available at the end of the year in a single (1) printed volume.
  Learn More
- IGI Global’s New DEI e-Book Collection
  Acquire Over 320+ E-Books on Diversity, Equity, and Inclusivity from a publisher that has been dedicated to DEI since its inception over 30 years ago. Now, benefit from a collection of all of our DEI e-Books at a 90% Discount.
  Learn More
- Offering a 5% Pre-Publication Discount on
  All Reference Books Ordered Through IGI Global’s Online Bookstore*
  To support customers with accessing the latest research, IGI Global is offering a 5% pre-publication discount on all hardcover, softcover, e-books, and hardcover + e-books titles.
  *5% discount offer is eligible on hardcover, softcover, e-books, and hardcover + e-books titles and is automatically applied directly to the shopping cart. Discount offer only valid on purchases made directly through IGI Global’s Online Bookstore and offer expires 30 days after the publication’s release. This automatic discount is not intended for use by book distributors or wholesalers.
  Browse Titles
Books
Journals
e-Collections
- - e-Collections
  - Transformative Open Access (Read & Publish)
Open Access
Publish with Us
Resources
- - Instructors
  - Course Adoption
  - Teaching Cases
  - K-12 Online Learning Collection
  - Authors and Editors
  - eEditorial Discovery^® System
  - Peer Review Process
  - Ethics and Malpractice
  - COPE Membership
  - Fair Use Policy
  - Open Access Publishing
  - Author Services
  - FAQ
Catalogs
About Us
Newsroom

The Online Effect: Transitioning from the Legacy Help Desk to the Online Task Management System

Kym Mawson-Lee (University of New South Wales, Australia)

Source Title: Journal of Cases on Information Technology (JCIT) 8(1)

DOI: 10.4018/jcit.2006010106

OnDemand PDF Download:

Available

$37.50

Current Special Offers

No Current Special Offers

Abstract

This case centres on a request management system that was developed and implemented in response to the growing requests to the Information Technology (IT) unit for assistance. Primarily, this assistance was with a core corporate application called WorkDesk, a back office processing system. The request management system, an IT unit initiative, was designed in collaboration with representatives of the organisation’s business units. The initial development project lasted for approximately two months and upon implementation was well received by the organisation. This first implementation turned out to be a proof of concept for a much larger system called the Request System that has been developed and implemented as a single online channel to manage all requests made of the IT unit. The Request System has greatly increased the ability of the IT unit to strategically manage IT and its support across the organisation. The core benefit of this case is the discussion of the successful development of an online task management system and its 10 key functions. This system effectively manages all requests made to the IT unit and introduced accountability for its completion. The system described can be easily repurposed based upon the knowledge demonstrated in this case study for a wide range of task management purposes. The situation described in this case resulted in the organisation’s maturing in terms of IT understanding, an issue with which many organisations are struggling and one that, if understood, will assist students to have a positive impact on similar organisations.

Complete Article List

Search this Journal:

Reset

Volume 24: 5 Issues (2022): 4 Released, 1 Forthcoming

Volume 23: 4 Issues (2021)

Volume 22: 4 Issues (2020)

Volume 21: 4 Issues (2019)

Volume 20: 4 Issues (2018)

Volume 19: 4 Issues (2017)

Volume 18: 4 Issues (2016)

Volume 17: 4 Issues (2015)

Volume 16: 4 Issues (2014)

Volume 15: 4 Issues (2013)

Volume 14: 4 Issues (2012)

Volume 13: 4 Issues (2011)

Volume 12: 4 Issues (2010)

Volume 11: 4 Issues (2009)

Volume 10: 4 Issues (2008)

Volume 9: 4 Issues (2007)

Volume 8: 4 Issues (2006)

Volume 7: 4 Issues (2005)

Volume 6: 1 Issue (2004)

Volume 5: 1 Issue (2003)

Volume 4: 1 Issue (2002)

Volume 3: 1 Issue (2001)

Volume 2: 1 Issue (2000)

Volume 1: 1 Issue (1999)

View Complete Journal Contents Listing

MLA

APA

Chicago

Export Reference

The Online Effect: Transitioning from the Legacy Help Desk to the Online Task Management System

Abstract

Complete Article List