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

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Under Utilization of Resources Overview COBIT-19 states that management ensures both the enterprise and IT functions have sufficient resources to support enterprise goals and objectives, business processes and controls, and IT - enabled initiatives adequately and properly. Management should also understand the current and future demand for human resources to support the achievement of IT objectives and to deliver services and solutions based on the portfolio of current IT -related initiatives, the future investment portfolio, and day-to-day operational needs. With the increasing reliance on technology, customers and employees have a higher expectation for IT support services. These expectations include timely and effective support and fast and efficient service. Despite these demands, the Hawaii County Department of Information Technology has consistently operated with a budget and staff size less than one-third of the public sector's average since 2020, with IT's budget accounting for only 0.8% of the County's revenue, and IT staff comprising less than 1.4% of the County's users. The help desk division has been particularly affected, remaining staffed at minimal levels with only five employees since its establishment in 2005. The help desk staff frequently faces the challenge of contacting other sections and third -party vendors to obtain information and resources that are not within their scope of work. Additionally, the rising demand for support and services has put pressure on their ability to provide prompt solutions, leading to the need for overtime and work beyond regular business hours. It is worth mentioning that their ticketing system only monitors help desk tickets and does not track projects or other tasks assigned to help desk staff. We noted that DIT had a perception that HelpSpot was complex and limited in its ability to support its daily functions, increasing staff frustrations and work strains. However, upon our review and discussions with HelpSpot, we found a possible misalignment and knowledge gap between the department's understanding of its software's capabilities and its actual capabilities. Under Utilization of Resources 28