Bachelor of ScienceInformation Technology ManagementThird Year ProjectService Desk AssessmentSAGE IRELANDSubmission Date: 28 Mar 14Prepared by: Toheeb Adigun – X00073066ContentBachelor of Science 1Content 2Chapter 1 - Detailed Project Proposal 31. Introduction 32. Project Objective 33 Project Objectives 44. Research Question 45. Research Method 5Case Study 56. Conclusion 67. References 6Chapter 1- Detailed Project Proposal1. IntroductionAll modern IT departments, regardless of size, must do more with less, even as expectations for IT departments to become more responsive to innovation demands increase. Additionally, IT departments face increasing challenges related to increased oversight to comply with new ITIL assessment model requirements. The following chapter will present the objective of this project to evaluate SAGE IRELAND Service Desk. A number of specific objectives will be examined to present the reader with an understanding of SAGE IRELAND Service Desk software; it is about compliance with the ITIL assessment model, how the knowledge gained is used to optimize and improve the service and its impact on the business and its customers. The goals and objectives of this project will be described and stated.2. Project Objective This proposal describes a project to evaluate the SAGE IRELAND Service Desk. I will review the host organization's (Sage IRELAND) Service Desk software and its compliance with the ITIL assessment model. ITIL (Information Technology Infrastructure Library) is the most recognized IT service management in the world. It is a set of practices for IT service management that focuses on supporting IT services with the need...... middle of paper ......steps will be highlighted, which will help SAGE IRELAND understand why service desk are essential in IT service management, it will also include guidance on how SAGE IRELAND can implement, manage its service desk and how to troubleshoot issues can be resolved in a timely manner.7. References Towards an Improved IT Service Desk System and Processes: (http://eprints.usq.edu.au/22735/3/Jantti_Cater-Steel_Shrestha_PV.pdf) Evaluating the Top 10 Considerations for ITIL Help Desk/Service Desk Software ( http://www .crmworks.co.uk/Files/About_Us/Top_10_Considerations_Whitepaper.pdf)Journal of Computing: A CBR-Based Approach to ITIL-Based Service DeskMeasuring Success – Service Desk Evaluation Guide for Large Enterprises average (http://www.ts. avnet.com/clientsolutions/service_desk_evaluation_guide.pdf) Help Desk Evaluation (https://net.educause.edu/ir/library/pdf/ers0708/rs/ers070810.pdf)