Diary Insights: IT Service Desk Operations in a Finance Company
Pham, Tan (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202401151412
https://urn.fi/URN:NBN:fi:amk-202401151412
Tiivistelmä
This thesis takes a close-up look at how the IT Service Desk operates in a finance company, using diaries to capture the week-to-week experiences of the IT team. As technology becomes crucial in finance, managing IT services is vital for smooth operations and good customer service.
Starting with an overview of the important role of ITSM in finance, this study uses diary entries to demonstrate what really takes place at the Service Desk. The diaries give insights into solving issues, supporting users, and handling financial technologies, helping to understand the challenges faced by IT professionals.
From the diary entries, key themes emerge, like how changing financial rules affect IT practices, the connection between cybersecurity and protecting financial data, and the role of good communication in managing IT issues in finance. By focusing on real stories, the diaries reveal the personal side of working at the IT service Desk. Taking the insights from the diaries, this thesis suggests practical ideas to make ITSM better in finance companies. These ideas include special training for the unique tech challenges in finance, ways to handle IT issues before they become big problems, and creating a team culture that works well together.
This thesis provides a valuable inside look at how the IT Service Desk operates in finance. By giving practical suggestions, it aims to help finance companies improve the way their IT service desk works, ensuring they can keep up with the everchanging world of technology and rules.
Starting with an overview of the important role of ITSM in finance, this study uses diary entries to demonstrate what really takes place at the Service Desk. The diaries give insights into solving issues, supporting users, and handling financial technologies, helping to understand the challenges faced by IT professionals.
From the diary entries, key themes emerge, like how changing financial rules affect IT practices, the connection between cybersecurity and protecting financial data, and the role of good communication in managing IT issues in finance. By focusing on real stories, the diaries reveal the personal side of working at the IT service Desk. Taking the insights from the diaries, this thesis suggests practical ideas to make ITSM better in finance companies. These ideas include special training for the unique tech challenges in finance, ways to handle IT issues before they become big problems, and creating a team culture that works well together.
This thesis provides a valuable inside look at how the IT Service Desk operates in finance. By giving practical suggestions, it aims to help finance companies improve the way their IT service desk works, ensuring they can keep up with the everchanging world of technology and rules.