Selection and Implementation of Help Desk Systems
Conclusion: Help Desk systems are a mature technology, but capabilities between systems differ widely. Ironically, IT departments are even more likely than other business units to choose systems based on unrealistic and misunderstood business requirements. Often their technology savvy leads them to overestimate the ability of technology to overcome the difficulties of people and process management. In theory, help desk systems are the obvious choice. However, if the motivation behind the implementation of a new system is to "manage" an undisciplined, unhappy or untrained team, then a help desk system is unlikely to help.