Complex Service Desk System for Incident Management Automation

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F46747885%3A24310%2F25%3A00013434" target="_blank" >RIV/46747885:24310/25:00013434 - isvavai.cz</a>

Výsledek na webu

<a href="https://doi.org/10.1142/s2972370125500035" target="_blank" >https://doi.org/10.1142/s2972370125500035</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.1142/s2972370125500035" target="_blank" >10.1142/s2972370125500035</a>

Jazyk výsledku

angličtina

Název v původním jazyce

Complex Service Desk System for Incident Management Automation

Popis výsledku v původním jazyce

Lengthy waiting times and repetitive, routine requests can detrimentally impact the operational efficiency of the Service Desk department, ultimately jeopardizing customer loyalty to the company. This paper advocates for a conceptual artifact within the Service Desk system, comprising multiple integrated systems to form a comprehensive solution for efficient incident management. The envisioned Service Desk system incorporates a virtual assistant to streamline fundamental incident management activities, leveraging technologies like customer intent detection, expert systems, and an expertise locator system to enhance ticket resolution efficiency. This proposed system‘s design adheres to the principles of the design science methodology. To assess both the identified problem area and the efficacy of the proposed artifact, ex-ante evaluation methods were employed, specifically through focus group discussions. The envisioned artifact not only addresses the immediate challenges but also contributes to the broader adoption of knowledge management tools in IT service management. The potential implications of implementing this artifact extend to Service Desk departments, fostering increased effectiveness in incident management practices and information flow. This, in turn, holds promise for an overall improvement in the efficiency and responsiveness of Service Desk operations, positively impacting customer satisfaction and loyalty.

Název v anglickém jazyce

Complex Service Desk System for Incident Management Automation

Popis výsledku anglicky

Lengthy waiting times and repetitive, routine requests can detrimentally impact the operational efficiency of the Service Desk department, ultimately jeopardizing customer loyalty to the company. This paper advocates for a conceptual artifact within the Service Desk system, comprising multiple integrated systems to form a comprehensive solution for efficient incident management. The envisioned Service Desk system incorporates a virtual assistant to streamline fundamental incident management activities, leveraging technologies like customer intent detection, expert systems, and an expertise locator system to enhance ticket resolution efficiency. This proposed system‘s design adheres to the principles of the design science methodology. To assess both the identified problem area and the efficacy of the proposed artifact, ex-ante evaluation methods were employed, specifically through focus group discussions. The envisioned artifact not only addresses the immediate challenges but also contributes to the broader adoption of knowledge management tools in IT service management. The potential implications of implementing this artifact extend to Service Desk departments, fostering increased effectiveness in incident management practices and information flow. This, in turn, holds promise for an overall improvement in the efficiency and responsiveness of Service Desk operations, positively impacting customer satisfaction and loyalty.

Druh

J_ost - Ostatní články v recenzovaných periodicích

CEP obor

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OECD FORD obor

10201 - Computer sciences, information science, bioinformathics (hardware development to be 2.2, social aspect to be 5.8)

Projekt

—

Návaznosti

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Rok uplatnění

2025

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název periodika

Computing Open>

ISSN

2972-3701

e-ISSN

—

Svazek periodika

3

Číslo periodika v rámci svazku

1

Stát vydavatele periodika

SG - Singapurská republika

Počet stran výsledku

16

Strana od-do

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Kód UT WoS článku

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EID výsledku v databázi Scopus

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