{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2024,7,20]],"date-time":"2024-07-20T02:56:06Z","timestamp":1721444166719},"reference-count":11,"publisher":"Walter de Gruyter GmbH","issue":"1","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2010,1,1]]},"abstract":"IT Service Desk Implementation Solutions<\/jats:title>This paper analyzes main activities and issues regarding implementation and successful management of IT service desk. Paper not only defines how to determine whether company requires implementation of IT service desk but also describes auditing possibilities of operation of service desk if one already exists. Besides that paper outlines main phases of service desk implementation project as well as recommendations for prosperous realization of those phases. Also information about operation trends of service desks in Latvia and its' comparison with analogous research from Great Britain can be found below.<\/jats:p>","DOI":"10.2478\/v10143-010-0044-4","type":"journal-article","created":{"date-parts":[[2011,1,25]],"date-time":"2011-01-25T02:06:10Z","timestamp":1295921170000},"page":"68-73","source":"Crossref","is-referenced-by-count":2,"title":["IT Service Desk Implementation Solutions"],"prefix":"10.2478","volume":"42","author":[{"given":"Maris","family":"Harcenko","sequence":"first","affiliation":[]},{"given":"Pjotrs","family":"Dorogovs","sequence":"additional","affiliation":[]},{"given":"Andrejs","family":"Romanovs","sequence":"additional","affiliation":[]}],"member":"374","reference":[{"key":"1","unstructured":"Vin D'Amico<\/b>, \"Does Your Business Need an IT Help Desk?\" IndUS Business Journal, December 1, 2003. [Online]. Available: http:\/\/www.damicon.com\/about\/pressreleases\/needhelpdesk031201.html<\/a>"},{"key":"2","unstructured":"Official ITIL\u00ae Website, \"What is ITIL?\". [Online]. Available: http:\/\/www.itil-officialsite.com\/AboutITIL\/WhatisITIL.asp<\/a>"},{"key":"3","unstructured":"The Carnegie Mellon Software Engineering Institute, \"CMMI Overview\". [Online]. Available: http:\/\/www.sei.cmu.edu\/cmmi\/<\/a>"},{"key":"4","unstructured":"M. Har\u010denko<\/b>, \"Inform\u0101cijas tehnologijas incidentu p\u0101rvald\u012bbas ievie\u0161ana uz\u0146\u0113mum\u0101\", BSc thesis, Riga Technical University, Riga, Latvia, 2008."},{"key":"5","doi-asserted-by":"crossref","unstructured":"R\u00faben Filipe de Sousa Pereira, Miguel Mira da Silva<\/b>, \"A Maturity Model for Implementing ITIL v3,\" services, pp.399-406, 2010 6th World Congress on Services, 2010.","DOI":"10.1109\/SERVICES.2010.80"},{"key":"6","unstructured":"Datawatch white paper, \"Implementing your help desk\" [Online]. Available: http:\/\/www.datawatch.com\/whitepapers\/Help_Desk_practical_guide_whitepaper.pdf<\/a>"},{"key":"7","unstructured":"Framework for ICT Technical Support (FITS), \"Guide - How to Implement a Service Desk\". [Online] Available: http:\/\/www.eictsupport.org\/fits\/Sec\/reactive-processes\/servicedesk\/F120102_Guide_-_How_to_Implement_a_Service_Desk.html<\/a>"},{"key":"8","unstructured":"Polar Software web-based help desk portal, \"Short Guide Through the Successful Help Desk ITIL Implementation\", Feb. 26, 2009. [Online]. Available: http:\/\/blog.polarsoftware.com\/short-guide-through-thesuccessful-help-desk-itil-implementation\/<\/a>"},{"key":"9","unstructured":"\u0411\u043b\u043e\u0433\u043e HelpDesk.- \u0427\u0442\u043e\u0442\u0430\u043a\u043e\u0435 Self-Service \u0441\u0438\u0441\u0442\u0435\u043c\u044b?-. [Online]. Available: http:\/\/www.helpdeski.ru\/selfservice\/<\/a>"},{"key":"10","unstructured":"Lin Grensing-Pophal<\/b>, \"Social media Helps out the help desk\" EContent magazine, NOVEMBER 2009 ISSUE, p36+, November 2009. [Online]. Available: http:\/\/www.econtentmag.com\/Articles\/Editorial\/Feature\/Social-Media-Helps-Out-the-Help-Desk-58056.htm<\/a>"},{"key":"11","unstructured":"Service desk Institute, \"Benchmarking Report 2009 SDI\", December 2009. [Online]. Available: http:\/\/www.sdi-europe.com\/research\/freeresearch\/2009-benchmarking-survey\/<\/a>"}],"container-title":["Scientific Journal of Riga Technical University. 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