Support Standards & Solutions
Value: 17%
Due date: 30-Sep-2016
Return date: 20-Oct-2016
Submission method options
Task
Journal Entry. The Journal function in Interact2 must be used. External journal sites are not permitted. If your country geo-blocks Interact2 website or your circumstance prevents you from accessing the Internet (eg. due to a disability or if you are in a correctional centre), please contact your lecturer immediately. If it is an office/organisation firewall preventing access, you must find an alternative Internet access point to complete this task.
Warning: Entering or editing data in this journal entry after 2359 hours on 30 September will result in deduction of marks.

Question 1
What are the two important features of a help desk that you have learnt from Chapter 6 (Help Desk Operation) from the textbook?
Supplement it with any literature [300 words; 2 marks]
Question 2
Review the following conference papers and choose any ONE :
Chan, C., Geng, L. & Chen, L. (1999, May 9). Development of an Intelligent Case-Based System for Help Desk Operations. Paper
presented at 1999 IEEE Canadian Conference on Electrical and Computer Engineering. Alberta, Canada.
DOI: 10.1109/CCECE.1999.808194
Moore, M.E., McGraw, K.A. & Shaw-Kokot, J. (2001) Preparing staff to work at a single service desk. Medical Reference Services
Quarterly. 20(1) pp.79-86. DOI: OI: 10.1300/J115v20n01_08
[These papers are available from the CSU Library. Apologies that the second line of this reference cannot be indented due to the
limitations of the editing platform of this software.]
As these papers was published about 15-17 years ago, provide three suggestions or improvement you would make to update the
contents of this paper, supported with literature. [400 words; 5 marks]
[You might want to read Chapter 7 (User Support Management) of the textbook and other recent literature.]
Question 3
How does the principles of Information Technology Infrastructure Library (ITIL) assist in a help desk setup? Give any two examples
that apply to a help desk for a vehicle breakdown service. Relate the task to literature read. - [400 words; 8 marks]
[You might want to re-read the chapter by Moeller recommended in Topic 8]
For all three questions, you are also required to substantiate with literature (with in text citations).
Include ONE combined reference list at the end of this assignment.
Presentation Formatting Requirements (2 marks):
1. One Reference List provided at the end and in-text citations conforms to APA 6th edition.
2. Journal space on Interact2 presentation text width between 85-95 characters including spaces.
3. No Wikipedia references used.
4. Font types and sizes consistent (use Arial 12pt) throughout and paragraphs well formed.
5. Meet word limits in each question (allowance of +/- 5%)
(Failure to follow all the above rules, eg. if you do not meet word limit for Q3 but meet for the others, this is considered as not
meeting word limit for all: no partial mark allocated.)
6. Submit answers to all work in one journal entry.
7. No attachments to journal entry allowed.
Rationale
The tasks in this assignment relates to Learning Outcome 5:
- be able to critically assess the main issues related to support standards and suggest solutions to rectify issues in the customer support area.
Marking criteria

Criteria HD DI CR PS FL
Q1: Be able to describe two features of a help desk supported with literature. Meet word limits. Able to describe two features of a help desk, substantiated with 3-5 pieces of literature. Also meets word limits. Able to provide two features, substantiated with literature but with minor errors in referencing does not meet word limits Able to provide an idea or inaccurate suggestions, substantiated with less than three pieces of literature
Able to provide an idea or inaccurate suggestions. Does not meet word count.

Unable or did not provide any suitable best practice for the case OR Provided less than three literature reference/s.
Possible Marks 2 1.5 1.25 1 0
Q2: Be able to provide at least three updated suggestions or improvement to maintain level of expertise or support standards Able to provide three suggestions or improvement, substantiated with literature.
Able to provide two suggestions or improvement, substantiated with literature.
Minor errors detected.
Provided questionable suggestions or improvement with weak link to literature. Provided questionable suggestions or improvement with no link to literature. Provided only one suggestion or improvement with no link to literature.
Possible Marks 5 4 3 2.5 0
Q3: Be able to provide two examples of ITIL principles in the vehicle break down help desk setup
Able to provide two examples of ITIL principles with reference to literature.

Able to provide two examples of ITIL principles with reference to literature with minor errors detected. Able to provide two weak examples of ITIL principles with weak link to literature. Able to provide only one weak example of ITIL principles with weak link to literature. Insufficient example or example provided not related to ITIL principles. No link to literature.
Possible Marks 8 6.5 5 4 0
Presentation Formatting (rules defined above) Meets all rules stated Meets all rules; minor reference list error (up to 2 mistakes) Does not meet any one rule or reference list with 3 or more mistakes Did not meet two or more rules or reference list has more than 6 mistakes Did not meet three or more rules and/or major error in Reference List (eg. APA 6th edition not used)
Possible Marks 2 1.5 1.25 1 0