2023-02 Department of Information Technology Help Desk and Help Desk Work Orders

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Performance Self -Assessment We conducted interviews with DIT management and help desk staff to assess their perception of their current level of performance. The help desk staff were asked a series of 50 questions. When asked about their biggest challenges, 80% noted being understaffed, 50% cited communication issues, and 40% stated that the lack of policies and procedures might affect efficiency. Staff also expressed frustration with their current software, which they said lacked standard features such as time and performance measurements, automated capabilities, and reporting and tracking functions. As a result, the help desk staff cannot provide metrics such as average days outstanding or their average response time. Help desk staff has faced unique challenges regarding requests for personal or unsupported devices. More specifically, a county department purchased three Surface Pro tablets that were found to be incompatible with the County's network and functioning capabilities. Despite DIT's recommendation to return them, these devices remain inoperable and in the County's possession. We examined the October 2020 Info -Tech Consultant's report to gain further insight into DIT 's performance compared to 100 municipalities and local governments. DIT acknowledged that there were areas where they needed to improve and are taking steps to increase their efficiency. Criteria We compared the Department of Information Technology's Help Desk and Work Order processes with industry best practices, Control Objectives for Information Technology (COBIT-19), and the Information Technology Infrastructure Library (ITIL) with integrated elements of the Information Technology Investment Management (ITIM). ITIL is a library of best practices for managing services and improving support and service levels. Its main goal is to ensure IT services align with business objectives despite possible changes. COBIT-19 provides a framework to bridge the gap between technical issues, business risks, and control requirements. Elements of ITIL have been integrated into the current COBIT-19 framework. Introduction 17