Authors : Luciene Gomes Manoel, Marco Aurelio Carino Bouzada and Antonio Juarez Alencar
Abstract: Now a days, many information systems users are non-technical professionals. Therefore, many of them find it difficult to use the systems at their disposal. To overcome this problem many organization have conceived and deployed IT helpdesks services. However, managing a helpdesk is no easy task. The difficulties that users face are varied, involving the use of software and hardware and business procedures and regulations. Moreover, information tends to change with the passage of time. As a result, not all use questions can be answered as soon as they are formulated, making problem management a critical function in helpdesk management. In this scenario, computer simulation has emerged as a tool that allows improvements in helpdesk services to be tested before they have to be deployed. This study performs a systematic literature review on the use of simulation to develop helpdesk services. It aims at creating a roadmap that shows how this technology has been used in the context of helpdesk services to facilitate the use of formation systems. As a result, it is a source of information leading to future research and development.
Luciene Gomes Manoel, Marco Aurelio Carino Bouzada and Antonio Juarez Alencar, 2017. Computer Simulation Improving the IT Helpdesk Problem Management: A Systematic Literature Review. International Business Management, 11: 68-77.