Government agencies often have a centralized, IT helpdesk, or service
desk that is a single point of contact (SPOC) for IT issues and
services. Such helpdesks and services desks are often aligned to
best-practice service delivery frameworks such as ITIL, COBIT, MOM, Knowledge Centered Support (KCS) and others. These frameworks form the basis for incident management, problem management,
change management, continuous improvement, and request fulfillment. In order to bind these disciplines together, many such
government agencies use HelpMaster as the software solution.
Larger departments will often have smaller, de-centralized helpdesks,
or service points that cater for dedicated service requests specific to the core-group of people within a workgroup. In
addition to a traditional IT help-desk, organizations may have a service
desk that looks at broader ITSM (IT service Management), Facilities
Management for building and property maintenance, Complaints Management,
Customer Relationship Management.
Where several de-centralized
helpdesks / work-groups are present, the business can opt to use a
partitioned, or multi-tenanted version of HelpMaster (meaning that there
is one installation and database that is shared), or install multiple
versions/databases to keep configuration and use separate.
When IT joins forces with Human Resources
Good things happen! ;-)
Larger organizations that have a dedicated HR department will find good overlap between their operations and the operations of their IT department.