System for managing computing incidents in a public university
DOI:
https://doi.org/10.36825/RITI.12.26.014Keywords:
Help Desk, Technical Support , Incident Management, Design ThinkingAbstract
Nowadays, computer incident management is a manual process in several organizations, which can negatively affect the provided user attention. Public organizations have a more challenging situation as they usually need a budget for technical equipment and specialized staff to provide incident management services. This paper addresses the incident management service challenge in a public university in Mexico through a system that supports the computer incident management service reported to technical support by administrative personnel. We used the Design Thinking methodology to design a help desk system, which empathizes with the need to have end users involved in the design process from the initial phase. We evaluated the possible technology acceptance of the system through the Technology Acceptance Model (TAM), obtaining promising results regarding ease of use (6.67/7.0) and perceived usefulness (6.42/7.0). The evaluation results show that our help desk system is a potential tool for improving the computer incident management process in the public university, contributing to a more transparent and efficient service.
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