Spencer Skeete
Cist 2130 Desktop Support Concept
Hands-On Projects
1.Consider your options (Part 1).
Think about the two primary service desk types
discussed in this chapter: internal service desks and external service desks. At what
type of service desk would you like to work? Why? Explain the reasons for your
choice.
2.Consider your options (Part 2).
Think about the two primary service desk sizes
discussed in this chapter: small service desks and large service desks. At what size of
service desk would you like to work? Why? Explain the reasons for your choice.
case project 2
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2.Smart Business you've been hired as a consultant by SmartBusiness to help it turn its
external service desk into a profit center. SmartBusiness sells a software package that
small businesses can use in support of their CRM initiatives. Smart Business customers
call a toll-free number when they have questions or problems; they have never been
charged a fee. The CIO needs to cover the company
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s costs for delivering service desk
services and would like to make a reasonable profit if possible. He asks you to prepare
a brief report that outlines what he needs to consider in turning the service desk into a
profit center without alienating customers. He also wants you to recommend two
ways to expand the service desk services
