National Journal Of Hospitality Management â€Myassignmenthelp.Com

Question: Discuss About The National Journal Of Hospitality Management? Answer: Introducation Effective help desk or service desk management is a fundamental part of providing good customer service and maintaining a good customer relationship. With this as a reason, there are serious necessities of bettering the performance provided by help desks or service desks and their proper management. It would assist managers in acquiring unified internal and external performance benefits. The idea is of taking small steps towards improving service in place of simply commencing from the start and then largely investing in the dynamic method. Though, associations with consumers face problems at the time of taking small steps, as that makes the organization become more determined on the incorporation and change rather than on the eventual advantage - providing of customers with the best customer service and having the best form of relationship with them (Lucio-Nieto et al. 2012). Two most efficient aspects of a good help desk or service management are discussed below: Auditing of existing practices Before taking responsibility of any form of improvement undertakings, there is the necessity of inspecting what is already being carried out within the business that are associated with the provision of support inside the sections of help desk or service desk, clients and other departments of the organization. Characteristically, it might occur that there exists already some teams and departments that are taking up the responsibility of activities that are similar to this and there are probabilities that some of the major practices are already situated in place within the organization that can be further progressed and accepted elsewhere (Jntti, Cater-Steel Shrestha, 2012). Like for example, inside any software company and their internal IT support, principles of IT infrastructure library (ITIL) are already adopted, extracting form which the customer care team could benefit in a straightforward manner from the ITIL method for incidents, issues, release and change management in varie d areas like tracking product improvement, implementing and tracking those new products in the market for the customers (Tang Todo, 2013). Audits of the service level management by dint of service establishment that is offered by the help desk or the service desk and aligning of the IT provisions carefully with the broader needs of the business would also support. Consideration of self service solutions Self service solutions are considered by many as being the best solution if they are properly used inside the organization. They contain the capability of being tremendously profitable. The even present the profits of presenting functioning out-of-hours coverage that allows any concern the opportunity of being in attention for being measured to be handled on a precedence basis the consequent day. In many situations, the knowledge bases could be recovered by the end user for resolving their own issues. Looking from the standpoint of help desk or service desk management, these forms of coverage could be evidenced as being tremendously cost-effective, symptomatically taking away one third of the calls in the direction of the first line help desk or service desk particularly in areas such as call updates and status checking. This situation has a definite and straight influence on recruitment and staffing levels, discharging workforces in more creative areas within concern resolution. In terms of this discussion, at a lower level, self-service can act as being the most effective solution. It is extremely vital that situational risks like when the end users self-administer tremendously technical resolutions are avoided (Kokkinou Cranage, 2013). References Jntti, M., Cater-Steel, A., Shrestha, A. (2012). Towards an improved it service desk system and processes: a case study.International Journal on Advances in Systems and Measurements,5(3 4), 203-215. Kokkinou, A., Cranage, D. A. (2013). Using self-service technology to reduce customer waiting times.International Journal of Hospitality Management,33, 435-445. Lucio-Nieto, T., Colomo-Palacios, R., Soto-Acosta, P., Popa, S., Amescua-Seco, A. (2012). Implementing an IT service information management framework: The case of COTEMAR.International Journal of Information Management,32(6), 589-594. Tang, X., Todo, Y. (2013). A Study of Service Desk Setup in Implementing IT Service Management in Enterprises.