Project 3: You Will Use An Online Electronic

Project Threefor Project 3 You Will Use An Online Electronic Ticketin

For Project 3, you will use an online electronic ticketing help desk product, and then compare that product to the LBE Helpdesk software that can be downloaded from the provided link. You are encouraged to download and try the LBE Helpdesk product, but it is not mandatory, especially considering installation difficulty on shared computers. Refer to the attached file for detailed project instructions, which are also included in the project document at the bottom of the Content screen.

Paper For Above instruction

In this project, the focus is on evaluating and comparing two different help desk software solutions: an online electronic ticketing help desk and the LBE Helpdesk software. The objective is to analyze their features, usability, scalability, and overall effectiveness in managing IT support incidents and service requests. This comparison will provide insights into the strengths and weaknesses of each solution, guiding organizations in choosing the most suitable tool for their needs.

The online electronic ticketing help desk product is typically a cloud-based service that enables users to submit, track, and resolve support tickets through a web interface. Its advantages include accessibility from any device with internet access, easier maintenance and updates from the provider, and often a user-friendly interface suitable for small to medium-sized organizations. For the comparison, it is essential to examine features such as ticket prioritization, automated notifications, user management, reporting, integration capabilities, and security protocols. These features determine how effectively the tool can streamline support workflows and improve user satisfaction.

On the other hand, the LBE Helpdesk software is a downloadable application that may offer more customizable and potentially more robust features tailored for organizations with specific IT support needs. Since it requires installation on a local machine or server, its advantages include greater control over data, customization possibilities, and integration with existing on-premises systems. However, installing and maintaining such software can be more complex and less flexible in terms of access, especially for users in different locations or with shared resources. For this project, students are encouraged to try the LBE Helpdesk to get hands-on experience, but it is acknowledged that managing this software could be challenging without dedicated IT support or in shared computer environments.

In conducting the comparison, key aspects to evaluate include user interface design, ease of access, configuration options, support and maintenance requirements, and cost considerations. Additionally, it is valuable to assess how each software handles incident escalation, user notifications, and reporting capabilities. The analysis should also consider the scalability of each platform, identifying which solution is better suited for small, medium, or large organizations.

The final report should synthesize the findings from both tools, highlighting the practical applications and limitations. It should include specific examples or scenarios where one solution might outperform the other, supported by research and user feedback if available. The goal is to provide a comprehensive evaluation that will help organizations understand the trade-offs involved in selecting an online versus a locally hosted help desk system.

References

  • Chapple, M., & Seidl, D. (2017). IT Help Desk Fundamentals: A Complete Guide to Help Desk Operations and Strategies. IT Support Press.
  • Gilbert, C. (2020). Cloud-Based Help Desk Solutions: An Analysis. Journal of Information Technology Management, 31(2), 45-59.
  • Johnson, R., & Smith, L. (2019). Comparing On-Premises and Cloud Help Desk Software: Benefits and Drawbacks. IT Business Review, 22(4), 78-85.
  • Martinez, A. (2018). Enhancing Support Services with Ticketing Systems. Support World Magazine.
  • O'Brien, J., & Marakas, G. (2016). Introduction to Information Systems. McGraw-Hill Education.
  • Rouse, M. (2021). Help Desk Software. TechTarget. https://searchcio.techtarget.com/definition/help-desk-software
  • Strachan, P. (2019). Evaluating Help Desk Platforms: Key Factors to Consider. InformationWeek.
  • Tan, B. (2022). Cloud vs. On-Premise IT Support Solutions. IT Professional Journal, 24(3), 102-112.
  • Williams, T. (2017). Managing IT Support with Ticketing Tools. IT Management Review.
  • Zhao, X. (2020). Designing Effective Help Desk Workflows. IEEE Software, 37(5), 15-21.

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