Archival Analysis of Service Desk Research: New Perspectives on Design and Delivery

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dc.contributor.authorRahman, Md Istehaduren_NZ
dc.contributor.authorEden, Rebekahen_NZ
dc.contributor.authorAlarifi, Abdulrahman Hamad Een_NZ
dc.contributor.authorSedera, Darshanaen_NZ
dc.date.accessioned2014-12-04T01:20:00Z
dc.date.available2014-12-04T01:20:00Z
dc.date.copyright2014en_NZ
dc.date.issued2014en_NZ
dc.description.abstractOur analysis of service desk studies shows the extent to which researchers have neglected important aspects of service desk design and delivery. The observations are made through an archival analysis of 58 peer reviewed publications in top tier outlets. Our analysis led to the development of a generic framework which identified three themes in service desk design – (1) user groups, (2) support models, and (3) technology types – and two themes in service desk delivery – (1) direction of delivery, and (2) executive support level. This paper makes a twofold contribution to service desk research. First, it provides an understanding of service desk functions and the challenges faced by organisations in delivering those functions. Second, it identifies established and emerging areas in the service desk field. This archival analysis is the first attempt to systematically analyse the service desk literature.en_NZ
dc.identifier.citationProceedings of the 25th Australasian Conference on Information Systems, 8th - 10th December, Auckland, New Zealand
dc.identifier.isbn978-1-927184-26-4
dc.identifier.urihttps://hdl.handle.net/10292/8059
dc.publisherACIS
dc.rights.accessrightsOpenAccess
dc.titleArchival Analysis of Service Desk Research: New Perspectives on Design and Deliveryen_NZ
dc.typeConference Contribution
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Proceedings of the 25th Australasian Conference on Information Systems, 8th - 10th December, Auckland, New Zealand