Question: Why is a help desk and production support critical to system implementations? Discuss its interrelationship with the problem management and reporting system.
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The main purpose of help desk and production support process is the timely resolution of the problems faced by the end user It also allows the customers to ask question about the problems that they are facing and get the appropriate answers All problems should be recorded by the helpdesk for their timely resolution and analysis Help requests should be carefully analyzed to ensure the timely resolution of the problems and to spot the causes of these problems Organization who have established help desk should need to train their employees to handle the help request and the problems that the users are facing good training will not only minimize the number of calls but it will also reduce the support cost There are many ways to manage the help desk effectively like emails automated telephone systems voice mail and management software etc On the other hand if the organization dont spend much on training then this cost will become far greater then the cost of training your employees and the end customers to the new technologies the main reason for this is users take much more time in getting to learn about new technologies and new software so its better to invest in training them this will reduce the cost to six times because now users will make fewer mistakes Problem managementreporting system are related to the helpdesk No matter how mush a system is tested but there will always be a problem occurred after its implementation Problem management records the problem ... View full answer
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