This document contains advice based on the conclusions drawn from the research that has been done within the Brabant Water company. The advice will answer the following question: "How can Brabant Water improve and speed up the processes involved in handling incidents within the IT help desk?"
The purpose of this advice is to speed up the processes within the IT help desk, contained within the IT service organization, and to improve the user's experience. Following the given advice will result in employees of Brabant Water getgetting a faster answer to their IT-related questions and incidents while working more efficiently. To achieve this goal, it's advised for Brabant Water to follow the four recommendations explained in this advisory report.
The recommendations were created with the information concluded out of the various visits and interviews that were done at Brabant Water, and with the information found in the documents which were made available by Brabant Water for the investigation.
The first piece of advice is to replace the current system called Assyst, - this system currently supports incident handling. This system should be replaced with an alternative system, such as Topdesk. Topdesk offers more options to support incident handling and is more user-friendly, it's. It's also more easyeasier to use and understand than Assyst. Topdesk also offers several additional functions that are currently not possible within Assyst, such as giving feedback after the completion of an incident and maintaining an incident database.