ICT Helpdesk Improvement through Decentralized Strategy
ICT Helpdesk is the part of IT Service Management (ITSM) framework which is also mentioned in COBIT 5 inDeliver, Support and Service processes. ICT Helpdesk becomes an important part that must be owned by thecompany who use the information technology to leverage the business goals. The use of IT peripheral in dailyoperations requires the excellent support. Companies do not want to lose the opportunity in business because of the IT system had a problem. ICT Helpdesk present for deliver support with Service Level Agreement (SLA) agreed which are needs more responsive to fulfill business requirement. This research is needed to find best strategy of ICT Helpdesk implementation. Assess the existing strategy and analyze the gap between current and future condition is required. Working area that must be covered in this service and amount of the technician are the keys for improvement. Option of centralized and decentralized strategy becomes research objective to be addressed in this case to find best ICT Helpdesk strategy.