×
Receive a 20% Discount on All Purchases Directly Through IGI Global's Online Bookstore
Shopping Cart
Login
Register
Language:
English
All Products
All Products
Books
Journals
Videos
Book Chapters
Journal Articles
Video Lessons
Teaching Cases
Special Offers
Create a Free IGI Global Library Account to Receive a 25% Discount on All Purchases
Exclusive benefits include one-click shopping, flexible payment options, free COUNTER 4 and MARC records, and a 25% discount on all titles as well as the award-winning InfoSci
®
-Databases.
Sign Up Now!
InfoSci
®
-Journals Annual Subscription Price for New Customers: As Low As US$ 4,950
This collection of over 175 e-journals offers unlimited access to highly-cited, forward-thinking content in full-text PDF and XML with no DRM. There are no platform or maintenance fees and a guarantee of no more than 5% increase annually.
Learn More
Discounted Titles Only Available through IGI Global’s Online Bookstore
Take 20% off all publications purchased directly through the IGI Global Online Bookstore.
Shop Now
Encyclopedia of Information Science and Technology, Fourth Edition (10 Volumes) Extended Offer
Receive the complimentary e-books for the first, second, and third editions with the purchase of the Encyclopedia of Information Science and Technology, Fourth Edition e-book. Plus, take 20% off when purchasing directly through IGI Global's Online Bookstore.
Purchase
Books
Journals
InfoSci
®
-Databases
Videos
OnDemand
Publish
with IGI Global
Resources
Librarians
InfoSci
®
-Databases
Book Title List
Journal Title List
Video Title List
Consortia Partnerships
Library and Publisher Collaborations
Product Distributors
Catalogs
Library Account Program
Instructors
Course Adoption
Teaching Cases
Researchers
Browse Books
Browse Journals
Streaming Videos
OnDemand Downloads
Webinars
Authors and Editors
eEditorial Discovery
®
System
Peer Review Process
Ethics and Malpractice
Fair Use Policy
Copy Editing Service
FAQ
Distributors
Distributor Resources
Book Distributors
Journal Subscription Agencies
E-Resource Partners
About Us
Newsroom
Buy Instant PDF Access
Qty:
1
2
3
4
5
6
7
8
9
10
$30.00
List Price:
$37.50
You Save:
$7.50
Take 20% Off All Publications Purchased Directly Through the IGI Global Online Bookstore: www.igi-global.com/
Add to Cart
Available.
Instant access upon order completion.
Share
Recommend to a Librarian
Recommend to a Colleague
Free Content
Sample PDF
More Information
Access on Platform
Favorite
Cite Article
Cite Article
MLA
Mawson-Lee, Kym. "The Online Effect: Transitioning from the Legacy Help Desk to the Online Task Management System."
JCIT
8.1 (2006): 79-96. Web. 24 Apr. 2018. doi:10.4018/jcit.2006010106
APA
Mawson-Lee, K. (2006). The Online Effect: Transitioning from the Legacy Help Desk to the Online Task Management System.
Journal of Cases on Information Technology (JCIT), 8
(1), 79-96. doi:10.4018/jcit.2006010106
Chicago
Mawson-Lee, Kym. "The Online Effect: Transitioning from the Legacy Help Desk to the Online Task Management System,"
Journal of Cases on Information Technology (JCIT)
8 (2006): 1, accessed (April 24, 2018), doi:10.4018/jcit.2006010106
Export Reference
Available In
InfoSci-Journals
InfoSci-Journal Disciplines Business, Administration, and Management
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)
Copyright:
© 2006
|
Pages:
18
DOI:
10.4018/jcit.2006010106
OnDemand PDF Download:
$30.00
List Price:
$37.50
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
Open Access Articles
Volume 21: 4 Issues (2019): 0 Released, 4 Forthcoming
Volume 21: 4 Issues (2019): Forthcoming, Available for Pre-Order
Volume 20: 4 Issues (2018): 2 Released, 2 Forthcoming
Volume 20: 4 Issues (2018): Forthcoming, Available for Pre-Order
Volume 19: 4 Issues (2017)
Volume 19: 4 Issues (2017): Forthcoming, Available for Pre-Order
Volume 18: 4 Issues (2016)
Volume 18: 4 Issues (2016): Forthcoming, Available for Pre-Order
Volume 17: 4 Issues (2015)
Volume 17: 4 Issues (2015): Forthcoming, Available for Pre-Order
Volume 16: 4 Issues (2014)
Volume 16: 4 Issues (2014): Forthcoming, Available for Pre-Order
Volume 15: 4 Issues (2013)
Volume 15: 4 Issues (2013): Forthcoming, Available for Pre-Order
Volume 14: 4 Issues (2012)
Volume 14: 4 Issues (2012): Forthcoming, Available for Pre-Order
Volume 13: 4 Issues (2011)
Volume 13: 4 Issues (2011): Forthcoming, Available for Pre-Order
Volume 12: 4 Issues (2010)
Volume 12: 4 Issues (2010): Forthcoming, Available for Pre-Order
Volume 11: 4 Issues (2009)
Volume 11: 4 Issues (2009): Forthcoming, Available for Pre-Order
Volume 10: 4 Issues (2008)
Volume 10: 4 Issues (2008): Forthcoming, Available for Pre-Order
Volume 9: 4 Issues (2007)
Volume 9: 4 Issues (2007): Forthcoming, Available for Pre-Order
Volume 8: 4 Issues (2006)
Volume 8: 4 Issues (2006): Forthcoming, Available for Pre-Order
Volume 7: 4 Issues (2005)
Volume 7: 4 Issues (2005): Forthcoming, Available for Pre-Order
Volume 6: 1 Issue (2004)
Volume 6: 1 Issue (2004): Forthcoming, Available for Pre-Order
Volume 5: 1 Issue (2003)
Volume 5: 1 Issue (2003): Forthcoming, Available for Pre-Order
Volume 4: 1 Issue (2002)
Volume 4: 1 Issue (2002): Forthcoming, Available for Pre-Order
Volume 3: 1 Issue (2001)
Volume 3: 1 Issue (2001): Forthcoming, Available for Pre-Order
Volume 2: 1 Issue (2000)
Volume 2: 1 Issue (2000): Forthcoming, Available for Pre-Order
Volume 1: 1 Issue (1999)
Volume 1: 1 Issue (1999): Forthcoming, Available for Pre-Order
View Complete Journal Contents Listing