Significance of the study

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.

Decision making

The time taken by the organization in making decision is quite varied and cannot be correctly determined as the nature of the problem and other variables that can never be determined nor controlled easily have a great bearing on the total time (Curan & Mitchell, 2001). The nature of the organization and the kind of decision to be made also have a bearing on the time taken. It time critical decision making the aspects of time is important and the challenge thus lies in coming up with sound decision within limited time (Curan & Mitchell, 2001).