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Significance of the study Essay Using a help desk management software leads to the increase in efficiency in operation as it allows for the solution of some of the redundant issues over call. This has the effect of reducing traveling costs and man-hour billing to field engineers as they go to customer sites. Research Question The purpose of this research is to determine whether purchasing COTS or building a service desk tracking application is best for the automation and tracking of the GovComm, Inc. Engineering Support Services’ Helpdesk. To answer this question, this research must explore: ? The entities of GovComm, Inc. Engineering Support Services’ Helpdesk ? Based on advantages and disadvantages, which qualities of each configuration best adhere to Engineering Support Services automation and asset tracking; ? If these applications fulfill stakeholders requirements Design and Methodology This research is qualitative, drawing mostly from a review of the literature on the subject of Helpdesk/support desk tracking applications and the battle of building versus buying to determine which application structure provides efficient asset tracking, failure notification, and metrics collection. GovComm, Inc.’s Engineering Support Services will be reviewed to discover details that might affect the factors that will contribute to the decision of choosing build or buy. From the review of the internal workings of GovComm, Inc. ’s Engineering Support Services a decision will be made upon comparison with the inherent nature of the two systems of implementation. Chapter 2 Literature Review Automated office systems support (AOSS) is a model made up of teams of technicians in computer who are charged with the responsibility of providing a variety of support activities in a desktop computer environment and area networks for any organization. To ensure the provision of high quality services and products, each of these teams must follow the processes, standard and procedures. A process referred to as quality assurances is used in monitoring and evaluation of the level of adherence to the procedures processes and standard in a bid to determine the potential quality that the product will attain. Therefore, QA involves review and audit of the services and activities as a means of verification of their compliance with the relevant procedures and standards so as to assure the appropriate results are seen. The question of whether to buy or build an AOSS is one of the very complex decisions that an organization has to deal with in its daily activities. It is in deed a perpetual dilemma for the organizations that are contemplating on automating their office activities. Buying implies purchasing an off-shelf Automated office systems support that are produced in mass by some software company, more often multinationals (Leopoldo, 1999). The products typically contain contents that are not unique to a particular organizations or user population needs. Moreover, it is the general trend in the software industry to create new softwares that do no conflict with the existing and thus the technology can be implemented without conflict with the existing systems. Build imply the creation of Automated office systems support from scratch (Leopoldo, 1999). Therefore, the process of building requires the determination of the organizational needs, the data and information nature and needs of the organization, design of the system an the actual implementation of the system. The process of building may and often include testing the end product to ensure that its functionality are as per the objectives that acted as the basis for its formulation (Leopoldo, 1999). A decision to buy or build a Automated office systems support may seem to be complex but in reality it can be reduced to three considerations: Resources, Needs and uniqueness. The organization must clearly determine its needs and wants before a decision is made, this may involve identification of features which are critical in meeting the organizations needs. In determination of the organizational needs they must consider the following:? Organizational objectives ? Skills ? Information needs ? Culture ? Corporate direction. Meeting all the needs is an impossible event and therefore setting priorities is inevitable. Resources Resource as a factor is one that many organizations and individual would quickly jump at an opportunity to ignore. However, examination of resources is a very important aspect to the development agenda. Moreover, many organizations make the mistake of viewing resource in the monetary dimension only. Although money as a resource is quite critical, two other pieces; time and personnel, need to be considered to complete the puzzle (Shrapre, 1999). Time When taken in the context of either building or buying a Automated office systems support, time takes the following into account: ? The time that will taken in decision making. ? The developmental time of the Automated office systems support including the time taken in testing. ? The time taken in rolling out the Automated office systems support or implement it within the organization. Analysis of organizations against the three time variables helps in the determination of the importance of time in deciding whether to buy or build.