customer support management

Question 1
What are the two important features of a help desk that you have learnt from Chapter 6 (Help Desk Operation) from the textbook?
Supplement it with any literature [300 words; 2 marks]

Question 2
Review the following conference papers and choose any ONE :

Chan, C., Geng, L. & Chen, L. (1999, May 9). Development of an Intelligent Case-Based System for Help Desk Operations. Paper
presented at 1999 IEEE Canadian Conference on Electrical and Computer Engineering. Alberta, Canada.
DOI: 10.1109/CCECE.1999.808194

Moore, M.E., McGraw, K.A. & Shaw-Kokot, J. (2001) Preparing staff to work at a single service desk. Medical Reference Services
Quarterly. 20(1) pp.79-86. DOI: OI: 10.1300/J115v20n01_08

[These papers are available from the CSU Library. Apologies that the second line of this reference cannot be indented due to the
limitations of the editing platform of this software.]

As these papers was published about 15-17 years ago, provide three suggestions or improvement you would make to update the
contents of this paper, supported with literature. [400 words; 5 marks]
[You might want to read Chapter 7 (User Support Management) of the textbook and other recent literature.]

Question 3
How does the principles of Information Technology Infrastructure Library (ITIL) assist in a help desk setup? Give any two examples
that apply to a help desk for a vehicle breakdown service. Relate the task to literature read. – [400 words; 8 marks]
[You might want to re-read the chapter by Moeller recommended in Topic 8]

For all three questions, you are also required to substantiate with literature (with in text citations).
Include ONE combined reference list at the end of this assignment.

Presentation Formatting Requirements (2 marks):
1. One Reference List provided at the end and in-text citations conforms to APA 6th edition.
2. Journal space on Interact2 presentation text width between 85-95 characters including spaces.
3. No Wikipedia references used.
4. Font types and sizes consistent (use Arial 12pt) throughout and paragraphs well formed.
5. Meet word limits in each question (allowance of +/- 5%)
(Failure to follow all the above rules, eg. if you do not meet word limit for Q3 but meet for the others, this is considered as not
meeting word limit for all: no partial mark allocated.)
6. Submit answers to all work in one journal entry.
7. No attachments to journal entry allowed.