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Research Exploration Report

Novan Valen

University of Denver

Statement of Interest

I am interested in developing a multi-channel service desk model, which integrates all

kind of communication level as a tool to deliver troubleshoot/complaint from stakeholders in

order to adapt different habits/behavior of the digital native and digital immigrant.

Journal Identification

Journal 1: Frontiers is an open science platform. By taking publishing entirely online,

they drive innovations and develop new technologies to make peer-review more efficient

and transparent, provide impact metrics for articles and researchers, are the first and

only to merge open-access publishing with a research network platform, Loop, to

catalyze collaboration and research dissemination and we popularize research to the

public, including kids. Our mission is to increase the reach and impact of articles and

their authors. (About us: Frontiers, n.d.)

Journal 2: Springer is a leading global scientific, technical and medical portfolio,

providing researchers in academia, scientific institutions and corporate R&D departments

with quality content through innovative information, products and services. (About Us:

Springer, n.d.)
Journal 3: PLOS is nonprofit Open Access publisher, innovator and advocacy

organization with a mission to accelerate progress in science and medicine by leading a

transformation in research communication. Since launching its first journal in 2003,

PLOS has been a force for transformation in scholarly publishing, breaking with archaic

traditions from previous generations. Our key innovations accelerate science and

medicine, from research discovery to influence tracking. (Who We Are: PLOS, n.d.)

Article Identification

Article 1: Transforming IT Service Management the ITIL Impact is a paper that

presents the implementation of Information Technology Infrastructure Library to provide

the benefit to their organizations (Cater-Steel, Toleman, & Tan, 2006). Key success

factors for ITIL implementation include effective engagement of the personnel affected,

support from senior management and communication of results (Cater-Steel, Toleman, &

Tan, 2006).
Article 2: Evidence that use of the ITIL Framework is Effective is a paper that focus to

ascertain if a direct correlation exists between customer satisfaction and the use of ITIL

(Potgieter, Botha, & Lew, 2005). It also determines if Customer Satisfaction is an

indication of effective service provision (Potgieter, Botha, & Lew, 2005).

Article 3: The Effect of Experience on System Usability Scale Ratings is a Journal that

interest in longitudinal usability stems, in part, from a concerted effortof real, practical

benefit to product development teams iteratively designing and reviewing interfaces with

customersto understand implications for factors such as user profiles for testing, review

methodologies in company development processes, or strategies for usability results

analysis (McLellan, Muddimer, & Peres, 2012).


Theories and Research Methods

Article 1: in this paper, there are several research questions which are:
1. What is the impact of ITIL adoption?
2. Do organizations follow a consistent pattern when implementing ITIL processes?
3. What are the challenges to successful ITIL adoption?

In order to answer the research questions, they use a qualitative approach that was taken

using case studies with structured questions based on the instrument developed by

Hochstein et al. to identify insights which can be logically followed and transferred to

other organizations (2005). After pre-testing the instrument, structured interviews were

conducted with the managers of ITIL implementation projects in five large public-funded

organizations (Cater-Steel, Toleman, & Tan, 2006).

Article 2: in this paper, there is one research question which is: is it effective to use ITIL

framework? In order to answer the question, they use the SERVQUAL scale of Berry,

Parasuraman and Zeithaml (1990). This scale was developed for the service sector, and it

thus fits the environmental context well. Data was also collected for objective service

improvement over the entire research period. The main source of measurement for

assessing service levels in the institution was the number of calls logged at the Help Desk

(Potgieter, Botha, & Lew, 2005).

Article 3: in this paper, there is one research question which is: what are the effects of

using SUS as a scale rating by using it as usability analysis for longitudinal study. In

order to answer the question, they use SUS as a tool to asks users to rate their level of

agreement or disagreement to the 10 statementshalf worded positively, half negatively

about the software under review. For reporting results, they used a scoring template

that turns the raw individual survey ratings across multiple users of a specific software

product into a single SUS score based on Brookes standard scoring method

(manipulating statement ratings to get them a common 0-4 rating, then multiplying the

sum by 2.5 to get a score that can range from 0-100). They used such tools with reviews,

regardless of whether we were looking at interface designs or implementations

(McLellan, Muddimer, & Peres, 2012).


Learning Process

Service desk is one of the functions in the IT service management in ITIL version 3

Service Operation phase. Service desk is a functional unit that consists of several staff

responsible for handling the various events on the service, through a variety of sources such as

phone calls, web interface, and automated reports about infrastructure events. By using ITIL, it

would impact the way of developing the service desk and how to create a good multi-channel

services. After exploring the articles, I dont find any difficulties that relates to my topic. The

challenge of this topic would be the implementation of SUS that act as a measurement tool for

the success of the service desk development.



About us: Frontiers. (n.d.). Retrieved from Academic Research and Journal Community:


About Us: Springer. (n.d.). Retrieved from Springer: http://www.springer.com

Cater-Steel, A., Toleman, M., & Tan, W.-G. (2006). Transforming IT Service Management the

ITIL Impact. 12.

McLellan, S., Muddimer, A., & Peres, C. (2012). The Effect of Experience on System.

Potgieter, B., Botha, J., & Lew, C. (2005). Evidence that use of the. 8.

Who We Are: PLOS. (n.d.). Retrieved from Public Library of Science: https://www.plos.org