Designing an IT support function for Turku University of Applied Sciences' "Bring Your Own Device" implementation
Tuomela, Jonne (2017)
Turun ammattikorkeakoulu
2017
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2017120820278
https://urn.fi/URN:NBN:fi:amk-2017120820278
Tiivistelmä
The aim of this thesis was to design an IT support function that can provide support for students’ devices. This thesis was commissioned by Turku University of Applied Sciences in wake of a “Bring Your Own Device” implementation that is in the works.
The design chosen was a combination of the classic tiered support approach, and a newer approach which focuses on IT support employees collaborating with each other, as opposed to working on their own. The reason this method was chosen is that it takes the positive aspects of the tiered approach (budget-consciousness and efficiency), while collaboration eliminates the negative aspects (monotony and lack of learning). This design was chosen as it accomplishes the goals set for the support function: a good first-time-fix percentage, fast resolution time, and good customer service.
The design chosen was a combination of the classic tiered support approach, and a newer approach which focuses on IT support employees collaborating with each other, as opposed to working on their own. The reason this method was chosen is that it takes the positive aspects of the tiered approach (budget-consciousness and efficiency), while collaboration eliminates the negative aspects (monotony and lack of learning). This design was chosen as it accomplishes the goals set for the support function: a good first-time-fix percentage, fast resolution time, and good customer service.