The Range And Restriction Of THE ANALYSIS - An Example

Keywords: scope and limitation, opportunity and limitation sample

The current traditional help table mechanisms found in UUM-CAS postgraduate help table team at UUM are no longer enough to aid the increase of the connections between the users and the tech support team employees since there is no standard and prepared process for handling the users' requests. This paper proposes a technical support system that will help students, staff and even lecturers at UUM Postgraduate CAS division to freely interact with the customer service employees by mailing their requests and inquiries through the web-based help workplace system. Within the other side, this proposed system will also raise the efficiency of the employees of the customer service office since each specific solution or problem will received by a specific group of the technical support employees. In order to achieve that, we are going to use issues tracking technique. This technique will allow the users (students, staff or lecturer) to send their queries to the proper person in the customer service division. Also this technique will try to track the situation or ticket of the users until it gets their route to the correct person of the client service employees who'll make an effort to solve it in just a convenient time.

CHAPTER 1

INTRODUCTION

1. 0 Background

Nowadays, a technical support service plays a main role in a University's capability to assist their students, personnel and lecturers who really need some information and tech support team guides. Inside the meanwhile, Educational corporations face the task of providing technical support to faculty, personnel, and students for answering their questions and responding to their questions and problems with a suitable alternatives and in a convenient time. (Cruess, 2002 and Niedzwiecki & Peterson, 2002). Moreover, The main goal of customer support is to provide better overall service to the customer when they contact the customer service employees, either through email, or a telephone call. We want to make sure that everyone is satisfied with the first answer they acquire with the correct solution regularly. You want to be proactive and fix as many issues even as we can before the customer even notices that something may have eliminated wrong. The customer should notice a noticable difference in the turnaround time when a help question is submitted, and a reduction in the number of times they need to require help until he/she gets the perfect solution is. (Schauer & Thompson, 2004).

This proposed review can make an enhancement in the current technical support mechanism used by the UUM Postgraduate tech support team department. It will be conducted predicated on Problem Tracking Strategy that assist to ensure steady and quality support, monitor the info and issues that come into the assistance Desk and assign or frontward the problems to the appropriate workgroup and follow-up to be sure the problems were corrected.

Problem statement

Previously, by using the traditional help workplace tools, the net interface was simply a simple software with an engine for generating an e-mail to your support personnel. When an e-mail is delivered to the '' for example, different personnel will obtain it. This occasionally led to duplication of work since multiple people can work on the same solution or email, or no one would take care of it since some groups would believe other organizations or individuals would be managing a certain email. There was no standard and planned process for handling the users' demands. Sometimes no-one responded straight away and other times multiple people have, showing that we were not very coordinated. A similar thing happens when utilizing a traditional phone call as an instrument of communicating with the client service (Schauer & Thompson, 2004). Also Just lately, there have been increasing variety of connections between users and customer service employees online. Therefore employees must take great deal of the perfect time to process inquiries from customers through the Internet (Iwai, Iida, Akiyoshi & Komoda, 2010).

In this research we are going to focus on the UUM Postgraduate CAS section to be as a domain name of our analysis. In the at the same time, students, staff and lecturers at UUM Postgraduate CAS section have always been able to submit problem accounts via e-mail, or by cellphone. That's still true, but the question is : How effective is the utilization of these tools? Actually, The current campus help office is among the most "hub" of support with the countless "spokes" of end user services centered on it (Cruess, 2002). Students, staff and lectures do not have to be waited and offered from one tech support team employee to some other until they obtain the answer with their problem or inquiry. Furthermore, once the scholar delivers his/her problem to the help desk division by email, it will take long time until it gets resolved. Because the solution will not send immediately to the proper person who he/she is aware of the condition that has already been sent. In this case, the number of times that they have to require help increase.

As a result, and predicated on the points that people mentioned recently, we suggested a web-based help office system that can be used as a bridge between your users (students, personnel, lecturer) and the tech support team worker at UUM Postgraduate CAS office. In order to provide consistent and quality support to the students, personnel and lecturers. In the proposed system we are going to use issues tracking technique to track the info and issues that come from the clients in to the Help Desk. In addition, assign or onward the problems to the appropriate workgroup and ensure that the problems are solved.

Research Questions

Based on the problem statement mentioned before, the following questions are constructed:

• What will be the Limitations of the current UUM Postgraduate CAS help office system?
• What are the techniques that we are going to use during the developing level of the prototype of Postgraduate UUM help workplace system?
• How can we evaluate the performance of the proposed system?

Research Objectives

The main target of this study is to enhance the current tech support team of UUM Postgraduate team by expanding an organized and significant web-based tech support team system predicated on problems tracking technique. In order To achieve this main goal, some sub-objectives can be created:

• To identify constraints of the existing help office system.
• To design and develop a prototype web-based help workplace system predicated on problem tracking strategy.
• To evaluate the prototype web-based help office system based on problem tracking approach among the users.

Significance of the study

The proposed model will provide a substantial and versatile way of interacting between the customer service at UUM and their users. Below are a few significant and beneficial successes that the proposed system is expected to provide:

The system can assist the students in postgraduate division to get the solutions for usual questions through FAQ part and manage its demands by using problem tracking technique.

The system can help the university or college to create a strong relationship with the students.

Increase the productivity of the employees at the job and offer faster and more convenient services to their students, personnel or lecturers.

All the users' demands will immediately send to the correct department of the customer service for finding a solution instead of sending all requests to 1 customer service department and then this team will try to find the suitable one who can answer the inbound request, and here we squander the time.

Thus, we expect out of this system to improve the previous customer services tools and make it more effective and sorted out.

Scope and limitation of the study

This analysis will focus on creating a web-based help desk system utilizing a problem tracking way of Postgraduate UUM-CAS department at UUM. This system will let users (staff, students or lecturers) to readily connect to the tech support team employees who've the capability to answer all problems related to the postgraduate services provided by the UUM-CAS. Furthermore, UUM-CAS postgraduate students can get around FAQ section which includes a groups of frequently asked questions that are related to UUM-CAS Postgraduate department at UUM and they will get their problem or inquiry there. In addition, the suggested system can help the students, lecturers, and staff at UUM-CAS postgraduate office to start to see the latest UUM-CAS postgraduate information and articles added by the tech support team employees. The prototype to be developed is dependant on problem tracking technique.

Organization FROM THE Report

This report contains six chapters which will cover the building and the developing online help desk system for UUM-CAS postgraduate department at UUM. Here is a synopsis of this content of each presented section:

• Chapter One: this chapter introduces the condition, gives an overview about the study and represents the needs of help office systems in the educational industries. This section also talks about the scope of the analysis, the importance of the study and its goals.
• Chapter Two: this chapter covers the literature review which is the previous related works that been done before. Additionally, this chapter presents relevant information for understanding the study more.
• Chapter Three: this section explains the facts of the chosen methodology that we will used in the task.
• Chapter Four: this section discusses about the prototype development and the execution of the web help workplace system for UUM-CAS postgraduate department at UUM.
• Chapter Five: this section discusses the analysis process of the suggested help office system.
• Chapter Six: this section discusses the conclusion, advice and future works to boost this study.

CHAPTER TWO

LITERATURE REVIEW

Introduction

This chapter discusses the relevant help workplace researches that had been done before by researchers. Moreover, this section presents the existing techniques utilized by UUM-CAS technical support department and yes it reveals the techniques that we will utilization in the proposed research including problem tracking technique. In addition, it discusses the previous researches that were done before applying this techniques.

Definition of Online Help Desk System

Online Helpdesk as described by Donna Knapp in a Guide to Customer Service Skill and Helpdesk Professional is a "solitary point of contact in a company for managing customers problem and need and providing solution oriented support services" (Knapp, 2009). Online help table is also explain a Help Desk as a formal firm that delivers support functions to users of the business's product, services, or technology (Wooten, 2001). Another meaning has been defined by Albin who said "Technical support is something. It's about supporting regarding technology, especially regarding computers. It is also has to do with providing satisfactory, effective and reliable resolutions"(Albin, 2002). As a result, Helpdesk is usually known as a office in a company that responds to user's complex questions or inquires.

Background of Online Help Desk

Often the term Helpdesk is employed for internal support within the organization or for exterior support groups. Educational Corporations need to provide high quality of customer support and support to respond to the user's inquires and problems within a convenient time. A well designed Help Table product should have the ability for the support customer to be part of the answer by supplying a searchable knowledge foundation of common support issues and questions and a means for customers/users to easily create their own support tickets. With a web based interface, most users have the ability to navigate simple web varieties with pretty high success rates to send a trouble ticket or find answers to frequently asked questions or common problems. The helpdesk is responsible for getting an organization's resources alongside one another in order to provide its customers with quality support and service (Czengel, 2001 and Vanderlip, 2004). Thus, to have the ability to choose the right techniques also to utilize them effectively in the help workplace system, you have to understand what customers want. Knowing this can help you seem sensible of the techniques you will be looking at (Bacal, 2005).

Benefits of Online Help Workplace System

Web-based support offers an extremely wide selection of benefits. These will change depending on factors including the technology of the support site, the various tools employed, the account of the customer base, the assistance offered, and so forth. Benefits typically result from two aspects of support:

• Self-service
• Single source access

The advantages of self-service

On a Web-based support site, self-service identifies all information, functions, and services that customers can take advantage of independently, without having to contact a support rep. Users might view or download information or seminars, search for solutions in an understanding foundation, download a software update, or check on the progress of these support log. The principal advantage of self-service is the capability to offer customers some form of support 24 hours a day, seven days a week. These extended hours of support come at no additional cost. The self-service functions you offer on your site would be available night and day. Another significant good thing about self-service is the decrease in phone calls to the staffed support area. This implies the more telephone calls it is possible to divert from your support area to your Web-based support site, a lot more benefits you will gain. This may achieved by specifying FAQ part in the system which provides the most regularly asked questions which eat up most of technical support employees time (Czengel, 2001).

The Great things about Solitary Source Access

A Web-based support site that contains documents such as Knowledge bottom part, FAQs, News, therefore onThis documents provides users with an individual source access to the service provided by the institute or the organization. Implementing Online Helpdesk System, management can have an individual point of connection with the users and fix their problems (Czengel, 2001).

In addition to both benefits that people have mentioned before there are some other important benefits associated with using Online Helpdesk Systems and they are the following:

Improved help desk service quality as all inquiries or problems are immediately used action timely recognition, diagnosis and resolution of problem Improved upon user or client satisfaction.

Providing existing users or customers with knowledge and FAQ's (Frequently Asked Questions) concerning the educational institution's services.

24-hour availability meaning the system can be acquired always to get the issues or inquiries from the users at any time and in any day.

Troubleshooting features gives users or customers the ability to solve many support problems independently.

This tool supplies the users or customer with a simple way of attaching with the technical support employees and within the convenient time.

Serves as an instrument for traffic monitoring and saving helpdesk inquiries, which gives a knowledge basic of resolutions to earlier calls concerning similar issues.

The Potential Pitfalls of Web-based Support

The potential pitfalls in Web-based support result from poor planning and execution. A niche site that offers little actual value to the clients or users, no matter how visually perfect it is, is worthless. Sites that are difficult to find their way, that contain out-of-date information, that not offer help for the most common problems, that are designed at too advanced or too simple a level for the client foundation they support all land in to the worthless category. You may spend a fortune on support tools, but if you haven't done a thorough job in planning and execution, your support site will are unsuccessful and you will get no payback on what you invested. Customers/users is going to alternatives such as telephone support, and getting them back to the web would be difficult (Czengel, 2001).

Web-Based Application

Web application called an online communication services that consumer can gain access to through their computer or handheld devices, this communication can be optimized via network support including the Internet or an intranet (Grove, 2009).

Problem Monitoring Technique

There a wide range of researches have been done before by using a Problem Tracking Technique. This technique was found in order to increase the efficiency of using help desk systems by the users. Among the research that had been already done is a help table system that experienced proposed for THE INFO Technology Services Office in North Dakota Talk about University. The system allows those to trail problems by designated person, designated group, for a particular user and many other ways. They are able to generate "ad hoc" reports to analyze problems that contain occurred on the set period of time or by section as needed. Thus, For just a help desk to work and efficient, it needs to have a proper set of tools. These tools are being used to manage the incoming calls, keep an eye on servers and network connections, monitor problems as they enter into the help workplace and are used in other support devices, being able to view the end users screen, documents, training and many others.

User Part

Once an individual didn't find the solution of his /her problem in the FAQ part, he/she will use the ticketing system which is one of the system functionality. An individual will create a fresh ticket and include his/her inquiry or problem in this particular ticket. The procedure of creating new ticket includes several steps. At the start the clients must choose the section that the faced problem belongs to. For instance students fees section or enrollment section. After that, the customer will type in his/her private information and he can specify a priority to his/her solution for example urgent or normal. The customer can attach a file with his/her solution to be able to make clear his/her problem more (Edwards, 2010 and Kayako, 2009).

Technical support employees part

After the user completes the procedure of sending his/her solution to the suitable band of the technical support employees, here comes the role of tech support team employees to react to this ticket. Each solution has a status which may be Open, Waiting for reply or Sealed. Once the end user creates his/her new ticket and directs it to the tech support team employees, the position of his/her solution will be automatically Open up since it is a fresh ticket. That's imply it needs a reply from the technical support employees. After one of the tech support team employees replies this ticket, he/she will change the status of the ticket to be Waiting for reply this means the ticket has been replied by the suitable technical support worker and it's status now is Longing an individual to send another reply if the first answer that he/she already got is not clear enough. Suppose that the client needs more reason or more details about his/her problem, then after he/she received the reply from the client service, an individual can change the status of this ticket from Looking forward to reply to be Open and send it again with his/her new inquiry to the client service employees. The status of the solution will automatically become closed after a period of time called As a consequence which is specified by the administrator of the system and it is defined as the utmost time that the ticket will be continued to be in case of waiting for a response from the user. That means after the expiration of this time, the position of the ticket will be finished. After this time called DUE the solution will be shut down and it will become as a read-only ticket from the medial side of users. In other words, the challenge has been resolved and does not need any reply anymore. The very last thing that people want to point that imagine that a end user has directed a ticket to the technical support employees through the machine and let's answer this question: exactly what will happen if the ticket still in the queue of the ticket's queue without any answers from any tech support team employee? Actually this circumstance is the most detrimental case that it might make the user in the position of waiting for reply through unrestricted time. In order to handle this issue, In the suggested system there is a part for administrators which enable the help desk managers or administrators to monitor and manage the procedure of ticketing system. They are able to view the tickets that no person has answer it and assign it to the suitable technical support worker. (Edwards, 2010; Schauer & Thompson, 2004; and Kayako, 2009).

Building up FAQ

Building up FAQ is also an important process of help office. The purpose of accumulating the FAQ is to reduce the number of inquiries which come from users. Users can browse the FAQ web pages and get rid of their unfamiliar issues before they send emails or tickets to the help desk employees. Help table employees also can analyze inquiry documents, develop questions and add these to the FAQ part. For instance, if the assistance office employees see that we now have questions that come out from users many times, then they can simply plan these questions by added them to the proper band of FAQ section therefore the users can find it there before they send a fresh question which is already is available at FAQ section (Iwai, Iida, Akiyoshi & Komoda, 2010 and Kayako, 2009).

UUM-CAS help table mechanisms

In the at the same time, the current tech support team mechanisms utilized by UUM-CAS postgraduate technical support department remain limited to phone call and email as a means of connecting between users and the tech support team employees. Generally, the cons of using this current techniques are divided into two parts predicated on email or phone call. The first part of cons will be the problems of using phone call as an instrument of providing the tech support team service. The first issue of using the telephone call is usually that the technical support employees are not always the same who answer the telephone. Which means, each and every time you speak to different tech support team employee, you should clarify your problem again and again until you get the answer of your trouble. The second problem of using a phone call is the wasted time that an individual should wait around since he/she may spread from one technical support employee to some other until he/she provides the answer of his/her problem or inquiry. The 3rd issue appears through the registration time as the strain on the technical support middle is more comparability to other time and especially on using telephone call. At that time, the user should hold out on the telephone until he/she can talk to the client service employees since the phone is occupied. In the other side, there are a few issues comes from using the e-mail as a way of interacting between the users and the client service employees. To begin with, it takes long time from the client service employees aspect until they solve the problems since the situation will never be received from the correct technical support worker who has an infrastructure about the condition that had been sent by the users. The next thing is multiple people can work on a single email or no one would deal with it since some customer support employees will expect that other employees would manage it. Thus, so that as we can easily see there is no standard and planned way of managing with the user's questions and problems.

Chapter Summary

The evaluation of literature review got broadened the scope of Online Helpdesk issues. The info and findings accumulated form this chapter can be used as a advice to develop the Online Helpdesk system. By looking at the UUM-CAS postgraduate help workplace case study, we can conclude that helpdesk system takes on an important role in the educational establishments. This chapter has also demonstrated the importance of helpdesk system in the framework of UUM-CAS postgraduate help workplace department.

CHAPTER 3

RESEARCH METHODOLOGY

Introduction

This section discusses the implemented methodology which put on achieve the aims of the study in designing and expanding the proposed web-based help desk system for UUM-CAS help office department.

Research Methodology

Research methodology takes on an essential role to carry on and perform with the complete all study. Moreover, it is vital to find the suitable technique for your analysis in order to achieve the objectives of the study. In general, a whole lot of studies that were done before use the study methodology to attain many purposes such as gathering data and information, development and analysis (Refsdal, 2008 & Schmuller, 2002). Besides that, Research methodology step makes us fully recognition about certain requirements of our analysis and the condition statement of the research. Thus, The strategy of the research the we are going to apply is dependant on the five general research steps that are suggested by Vaishnavi & Kuechler. These steps includes the knowing of problems, suggestions, development, evaluation, and the conclusion of the research as they are illustrated in the Shape 3. 1.

The knowing of problems

In this task, some important info had been gathered about the current problems and limits of using the current traditional help desk mechanisms at UUM-CAS help office department. This is achieved by interviewing the students, lectures, and personnel to see what are the negatives of using the existing customer service in order to triumph over it. Furthermore, we may use some beneficial instruments such as questionnaire. In addition, we can collect some information from some related work that were done before by other researchers. Thus, This task aims to identify the issues and turn out with a significant and more sorted out solution.

Suggestions

The second step of the strategy of the research is to suggest building a web-based application based on problem tracking strategy in order to enhance the current tech support team tools employed by UUM-CAS help desk department. Within this phase, some move charts and some Unified Modeling Dialect (UML) diagrams will be utilized to design the suggested prototype. The Shape 3. 2 illustrates briefly the technical support procedure of the proposed system:

Figure 3. 2: Diagram talks about the suggested system

- Design Pattern

"Design patterns express how objects communicate without become entangled in each other's data models and methods. Keeping this parting is definitely a target of good OO coding, if you have been aiming to keep objects minding their own business, you are most likely using a few of the normal design patterns already (Cooper, 2002).

- Why Design Design?

Why do we have to use design structure? Nowadays computer systems' programs is now more complicated, because of this it's important to truly have a way of making building software easier and less complexity. For example, SQL Server and Oracle are become the most frequent databases used in the in the mean time. Let's imagine that we will work in a software company and we already developed a costly system using SQL Server database and because of a certain reason the business wants to change its database server into Oracle. Does that mean we want to disregard everything has been built and begin building our new system from scratch? The answer is no of course. By by using a design pattern we are able to build a system which rebuilding capability exists. Because of this, we just need to change the part of code which deals with SQL Server with Oracle one. Design style has divided the machine into level each covering has its job beginning with the View layer and ending with the repository layer and the shape 3. 4 below is absolutely express what i just mentioned.

If we disregard using design design inside our system, then our system simply will skip the usability approach. As the figure 3. 5 shows that we have to not disregard the Business tier and dealing directly with the info tier if we achieve this task then it is hard to make changes in the application. Thus, In cases like this and if you want to change in a single place, then we should change in many other places that are related to the change rather than make the changes in a single place by using the organized design habits.

To explain how does the design routine approach work, let's take the next scenario : Once the system has started out, it will collect some configurations from settings file about the connection string of the repository and the name of Business Logic Covering DLL (BLL). That means the bond with the repository will not establish until the business layer effectively retrieved the construction from the construction record. Business Logic Covering is accountable for retrieves data from the data layer, therefore the business logic coating performs the role of mediator between demonstration layer and database covering. IDAL (Interface Data Access Covering) can be an interface that we just need to offer with it regardless the kind of database that the system works with.

- Hardware Requirements IN THE System

Since the proposed system is a web-based software, so to run the system on the net environment we desire a web program server that can handle the requests that come from the users of the suggested help office system. As well as the web server, To run the system online server, it really needs the minimum amount hardware characteristics that enable the net server from putting in dot net features such as dot net platform which is necessary to run the application on the internet server well and successfully.

- Software Requirements FROM THE System

As we described in the hardware requirements of the system, we need to set up the dot world wide web framework on the web server because the producing environment of the suggested system is Microsoft Visual Studio and this framework is necessary to perform the application effectively on the server. Besides that, a web browser application is necessary to be installed which is the center tool that will make the bond with the system software which is operating on the server area.

- Customer Requirements ON THE System

Generally, An individual of the suggested system is split into three categories. That is, UUM users (student and lecturer), tech support team employee, and administrator. Each band of the system has its role based on its specialist of using the machine. Since the suggested system includes three parts ( End user, Technical support worker, Administrator), each group of the users may use the suitable part predicated on their expert. UUM users can use the user area of the system to post the issues as a tickets to the customer service employees. Furthermore, they can see the latest media and articles added by the client service employees and down load the data files that are related to UUM-CAS. As the technical support employees are dependable to react to the tickets that come from the user part, in addition to control the articles, news and download sections in an individual part. The last part is the administrator which is responsible to control the tech support team part put adding new group in addition to control the technical support employees.

Development

A software development process is an activity to create a software product or even to enhance an existing one. In addition, the Development stage of the study methodology is the most important stage in our analysis since it signifies the solution of the problem statement also it represents the main objective of this study (Hoffer, J. et al. , 2002 & Liu, 2002). Generally, system development process includes the three distinctive phases that follow one another smoothly Analysis, Construction, and Screening. Each phase of development proceeds in tight order, without the interfering or repetition steps. Thus, we are going to demonstrate each period more later.

Analysis

The purpose of the requirement shoot examination is to target the development toward the right system. Its goal is to make a document called requirement specification. Moreover, the necessity specification is the official statement of what's required of the system to be developed. It must condition what to be done rather than how it is performed. It must maintain a form that can be used as the starting point for the software development. A specs language is often used in this stage to translate an individual requirements in an application that is effective to use within the next stage. Graphical notations such as Unified Modeling Vocabulary (UML) is often also used to spell it out the requirement specification which really is a good approach to formalize of the system evaluation and design to be able to utilize it within the next level which is the Structure stage (Lui, 2002).

Construction

Software design is realized as a set of programs or programs unit. Each component from the whole system is tested during this stage. The modules is a combination, making up to the Online Helpdesk System. This phase will ensure that all modules, which will be developed for the web helpdesk system meet the system specifications. Largely, this stage consists of design and implementation. The implementation part should be completed by implementing the developing dialect which is C# and for constructing the data source we use SQLSERVER to be as a data storage. In addition, we will use Design pattern for better framework of the application. The representation of the assistance workplace system is the prototype which will be able to screen what exactly are the functions of the suggested system. The specific feature of the prototype is the fact it can play as the role of mediator of the communication between the developer and customer. It is much easier to share a view about something that can demonstrated and used (Ivar et al. , 1993).

Testing

In this phase, each individual component that are developed for the web helpdesk system will be tested as an entire system to ensure that the machine meets the software requirement. From another part, By taking good thing about software design key points and habits, we can build software that is more resilient to improve. Since you want to make our application more change proof on a far more granular level, then we can build device lab tests for our program. A unit test enables us to check whether a particular method in the application works as we want it to work. You can find benefits that derive from writing unit testing for the code Building lab tests for the code provides a back-up for change. In addition, it makes us to create loosely coupled code. Whenever your program code is covered by unit checks, you can change the code without worries that the changes will break the functionality of the code. Testable code tends to be loosely coupled code. To generate your application such that it is testable, you will need to build the application in such a way so it has isolatable components. One class is loosely coupled to a second class when you can change the high grade without changing the next class. Finally, writing unit tests forces you to have a user's perspective on the code. When writing a product test, you take on the same point of view as a programmer who will use your code in the foreseeable future. Because writing exams forces you to think about how exactly a developer will use your code, the code tends to be better designed (Walther, 2010). As we will use Microsoft Visual Studio 2008 in building the machine, it allows us to create a device test that help us to confirm the code and discover if it works as we want it to work or not.

Evaluation

In this step, and directly after we have done the development step, we are going to do some analysis on the results that people have got to make sure that the results fulfill the research aims. In more details, we will see if the users of the system are satisfied while using this system, what exactly are the improvements that the system provides set alongside the previous tech support team mechanisms that were used? Could it be effective and user friendly by the users? Thus, to be able to get the answers about all of this questions and do the evaluation successfully, we are going to use a set of questionnaire as an instrument to achieve beneficial analysis to which we aspire.

Conclusion

This step includes the results that will be performed after completing the analysis. In addition, Another work can be included in this section.

Summary

As a summary, this section has talked about the project strategy used to build up the Web-based Helpdesk system for UUM-CAS helpdesk division. This chapter also offers described in depth the overall research steps that are proposed by Vaishnavi and Kuechler.