Bachelor of ScienceInformation Technology ManagementThird Year ProjectService Desk AssessmentSAGE IRELAND Submission Date: 28 March 14Prepared by: Toheeb Adigun – X00073066ContentsBachelor of Science 1Contents 2Chapter 1- Detailed Project Proposal 31. Introduction 32. Purpose of the project 33 Project objectives 44. Research question 45. Research method 5Case study 56. Conclusion 67. References 6Chapter 1- Detailed project proposal1. IntroductionAll modern IT departments, of all sizes, need to do more with less, even as expectations grow for IT services to be more responsive to innovation demands. Additionally, IT departments are facing increasing challenges in managing increased scrutiny to comply with new ITIL assessment model requirements. The following chapter will outline the purpose of this project which aimed to evaluate the SAGE IRELAND Service Desk. A number of specific objectives will be explored to present the reader's understanding of the SAGE IRELAND Service Desk software; is compliance with the ITIL assessment model, how the knowledge gained is used to optimize and improve the service and what impact it has on the company and its customers. The goals and objectives of this project will be described and stated.2. Project Scope This proposal outlines a project that aimed to evaluate the SAGE IRELAND Service Desk. I will review the host organisation's (Sage IRELAND) Service Desk software and its compliance with the ITIL assessment model. ITIL (Information Technology Infrastructure Library) is the most commonly recognized IT service management system in the world. This is a set of information technology (IT) service management practices that emphasizes IT service support with the need… in the middle of the document… steps will be highlighted that will help SAGE IRELAND understand because service desks are essential in managing IT services, it will also include guidance on how SAGE IRELAND can implement, manage its service desk and how issues can be resolved in a timely manner.7. References Towards an Improved IT Service Desk System and Processes: (http://eprints.usq.edu.au/22735/3/Jantti_Cater-Steel_Shrestha_PV.pdf) Evaluate the top 10 ITIL help desk/service software considerations desk (http://www .crmworks.co.uk/Files/About_Us/Top_10_Considerations_Whitepaper.pdf)Journal of Computing::A CBR-based approach to measuring ITIL-based service desk success – Service desk evaluation guide for medium-sized businesses (http://www.ts. avnet.com/clientsolutions/service_desk_evaluation_guide.pdf) Help Desk Evaluation (https://net.educause.edu/ir/library/pdf/ers0708/rs/ers070810. pdf)