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Enhanced (meta)model for Helpdesk Support Services
Last modified: 2013-07-23
Abstract
Smooth functioning of an organization that works in certain controlled conditions must meet the requirements imposed by the legislator, the market, interested parties, owners and employees. The organization, as such, must have technical support that ensures continuity and functionality with the least time possible execution or process monitoring. Service support (Help Desk) must develop principles for problems/incidents that are caused by users, and it is with that kind of support in a position to remain competitive in the market, that leaves its customers the competitive part of the market that are being discussed. In this paper, we present some of the developed processes and methods applicable to a larger number of companies, which are in its nature, dealing with the same or similar jobs and for which we will present a metamodel for processes.