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

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.