Examining Challenges in IT Service Desk System and Processes : A Case Study

@inproceedings{Jntti2011ExaminingCI,
  title={Examining Challenges in IT Service Desk System and Processes : A Case Study},
  author={Marko J{\"a}ntti},
  year={2011}
}
The adoption of IT Infrastructure Library (ITIL) framework is a challenging task for many IT service provider organizations. Many government organizations in Finland have also started to use ITIL and need help in configuring tools and defining processes. The research problem of this study is: What types of challenges exist in the IT service provider’s customer support? The main contribution of this paper is to present challenges on IT service support of Finnish Tax Administration. Keywords… CONTINUE READING

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