Question: Objective 1 : Design a help desk Every Help Desk Call and pursuant actions should be recorded. Within the framework of Under Milkwood design a

Objective

1

: Design a help desk

Every Help Desk Call and pursuant actions should be recorded. Within the framework of Under Milkwood design a Help Desk form that not only records the details, but also the following actions. Think about what metrics you would want to collect

(

see next question

) .

Your help desk is part of your problem management system. What information does the help desk need to gather? What information needs to be captured as the problem is tackled? Are there additional information needed to enable you to report and solve that problem?

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