Knowledge Management

BANK

LEADERSHIP DEVELOPMENT

PROGRAMME 2005

MODULE: Information / Knowledge Management

and e-Business

Presented By: Ann Cameron

IT Support Services

Helpdesk System and Fault Logging Procedure

TABLE OF CONTENTS

1. Introduction.. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 3

2. Overview ..... .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 4

3. Bank’s Helpdesk System and IT Fault Logging Procedure. .. .. .. .. .. .. .. .. . .. 5

4. Implementation of an Improved Helpdesk System and Fault Logging Procedure. .. . .. .. 8

5. Benefits of an Improved Helpdesk System and Fault Logging Procedure .. .. .. .. .. .. .. .. 9

6. Conclusion.. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 10

7. List of References . .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. ... .. .. .. .. .. .. .. .. ..11

1. Introduction

We all agree that Information and Communication Technologies (ICT) constitute the basis of the new economy in which the old assumptions of wealth and poverty, strength and weakness, have been turned upside down. ICT is a bundle of technologies that enable people to access information and transfer it to other people, from versatile tools for transforming economies in leaps and bounds. ICT provides avenues for innovation and creativity which results in the development of intellectual property, the most valuable asset in today’s economy. These benefits accrue only to those who take these tools, master them and use them to create different or better goods and services.

We must use ICT tools to create processes and applications, which both expand our intellectual scope and improve our quality of life, while enhancing our productivity and earning power. Technology has profoundly altered banking. The employment of software and other technology experts in the financial services sector can have a decisive influence on whether a bank has a competitive edge over its peers, it is therefore critical to have competent, skilled knowledgeable staff.

Every company is a living organism, especially during its early, formative stages. During this time, the company’s founders, investors and employees breathe life into the business with every passing day. Each activity a company undertakes is a critical one, setting the business on a path for growth and stability. Good strategic marketing begins with understanding what the company is really good at and staying focused on developing and selling that message to a real target audience.

In the business world Customer Relationship Management (CRM) and Knowledge Management is the new buzzword of today. Many banks are starting to look at the