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Help Desk – Trends and Challenges in Remote Support


Project Title: Help Desk – Trends and Challenges in Remote Support


(Your title should tell the reader the key objective of the research)



My Idea is Look into Help desk services in company with outsource system, what is the challenges and trends, How to manage the service from outsourced employee, users “Local in the company and in remote branches and Agile” comparing this with not having local service desk and use remote support instead of in field support


I don’t have enough strategy to complete the head line, I need help add to re organize this points adding or re write it.


This will be imitated Proposal, will proposed to GDI only.


The Programme: MSc in Information Systems Management






The Project Aims and Objectives:

(What the project aims to achieve, what hypothesis or hypotheses it is testing, what its objectives are, and an explanation of why the requirements cannot be met by using an existing solution, if any is found.

Check your Aims and Objectives, do they address the following?

Do you have a problem or research question of general interest to scholars and other organisations that is discussed in the academic literature?

Are the overall aim and objectives of the project clearly stated and defined?

Do you have a hypothesis which predicts some solution to your problem or an answer to your research question?

Do you have some recognised research methods which will guide the production of an IT artefact?

Do you know what kind of IT artefact you want to produce which will help test your hypothesis?
Is the topic researchable and the scope of the research appropriate for the programme?
Does the problem have the potential to make an important or significant contribution to the body of knowledge?)


In the table below, please state your hypothesis or hypotheses; the research methods you will use to guide the development of your IT artefact; the kind of IT artefact you will produce; and the means by which you will evaluate the IT artefact in the light of the hypothesis.


Step Short Description
Research Methods  
IT Artefact  



Project Outline (Please describe briefly in about 200 words the practical steps of which the project will consist. Describe the research methods you will use and the artefact that will be produced)


Literature Survey / Resources’ List: (A preliminary literature survey must be included in order to verify that some research and reading on the subject was done before the proposal was written. Please note that the resources should not be just from Internet sites, but rather from quality resources usually found in the UoL Library or a similar resource. Also the Pre-Proposal submission, in the RMT class to the GDI, must identify at least two academic papers that discuss the problems/issues in which you are interested as proof that they have scholarly credibility.
An annotated list is strongly recommended as it should indicate that the literature review is relevant to the project)



Scholarly Contributions of the Project (Specify what you consider to be the original aspects of your project in relation to scholarly contributions in Computing/ Information Technology. What does it add to human knowledge? Cite academic papers that discuss this topic, thus showing it has scholarly credibility. Indicate what gap in our knowledge you are trying to fill. This requirement is to demonstrate academic rigour. It will not be enough to show that your project is of interest to a single organisation. It has to be of general interest to scholars and other organisations)


Description of the Deliverables:
(A deliverable is a product – an outcome in the evolution of a fully implemented project e.g. a programme design or survey design; a completed computer programme, a framework, or set of survey results; test results, a statistical analysis, or the results of an evaluation. Provide a description of expected deliverables. What will be the content delivered upon completion and in what form?)


Evaluation Criteria:
(Evaluation takes place at the end of the project and must include an evaluation of your artefact in the light of your original hypothesis. It will tell you whether your hypothesis confirmed or rejected. This may include the statistical analysis of evaluation reports or some other form of testing. Identify key objectives that are essential to the success of the project, and describe how you will assess the extent to which they have been achieved.

What are the criteria used to measure the success of artefacts in testing your hypothesis? How will you assess whether these criteria have been met?)


Resource Plan:
(The equipment, software, people and other materials necessary to complete the project, how they are to be provided, and what the financial costs, such as for travel, will be)


Project Plan and Timing (Anticipated milestones and interim deliverables. A detailed timetable (schedule) of the stages, including the estimated finishing date, is a must. Stages will be reviewed with the sponsor and DA. Include the major University milestones, such as DS Proposal approval, Project Specification and Design, Implementation, Evaluation, and Write Up)


Risk Assessment:

(A description of what obstacles may arise and contingency plans to meet them. One aspect that should be considered here is the availability of the software, hardware and people you intend to use and, if you need to interface several pieces of software, whether this is known to be possible. Identify what could go wrong)
Quality Assurance:

(How progress on your project will be monitored and how success at each stage will be assessed. This may include, but should not be limited to, the formal project assessments. Name people whose feedback will be sought)






This Part is for presentation 550 words with Graphic Map

Build a graphic map for your project. You can use any of the techniques mentioned above and use any software application that you like. (Visio)

customer service software