You are a manager at a helpdesk shop for three remote locations; you maintain 30 helpdesk technicians for remote support. You never see your users due to the distance but talk to them on a daily basis.

 Overall, everyone is satisfied with your staff and praise your support technicians. Your organizations CEO would like to expand your area to cover an additional six locations. You inquire about the possibility of increasing staff due to the extra workload. You are authorized to hire a total four employees. However, that would not suffice for the additional workload.

 

Make a Strategic IT Process plan. Include the following:

• Define and document strategic Information Technology processes for the current state environment
• Define and document strategic Information Technology processes for future state planning
• Address the issue with the increased workload and lack of personnel
• Address potential solutions to make this work.
• Explain the distinct roles of associated teams within IT that proactively support and create value for the organization

Answer rating: 100% (QA)

Strategic IT Process Plan Current State Environment 1 Helpdesk Support Structure Document the existing roles and responsibilities of helpdesk technici... View the full answer