IT: End User Support “DUE TODAY”

7 pages; 5 empty sections with headings

Project Background

Throughout this course, you will be working on several aspects of help desk operations planning that will result in a complete Help Desk Operations Guide document for a company scenario of your choosing. For purposes of this project, you can assume the company either has an existing help desk group in need of improvement or is creating a new department. Additional information and the deliverables for each Individual Project will be provided in the assignment description for the project.

Company Selection:

The first step will be to select a scenario company as the target for your help desk department. This company will be used as the basis for each of the assignments throughout the course and should conform to the following guidelines:

  • Nontrivial: The company should be large enough to allow reasonable exercise of the help desk planning process.
  • Domain Knowledge: Student should be familiar with the products or services provided by the organization to allow focus on the help desk department planning tasks without significant time required for domain education.
  • Accessibility: Student should have good access to information related to the type of organization because this will be an important part of the process.

Select an example company that fits these requirements, and submit your proposal to your instructor before proceeding further with the assignments in the course. Approval should be sought within the first several days of the course. Your instructor will tell you how to submit this proposal and what notification will be given for project approval.


For the assignments in this course, you will be developing a comprehensive Help Desk Operations Guide document. Your first task in this process will be to select an example company to use as the basis of your planning. You will also create the shell document for the final project deliverable that you will be working on during each unit. As you proceed through each project phase, you will add content to each section of the final document to gradually complete the final project delivery.

The project deliverables are the following:

  • Submit your project proposal to instructor for approval.
  • Help Desk Operations Guide Document Shell, the format is should be as follows:
    • Title Page
      • Course number and name
      • Project name
      • Student name
      • Date
    • Table of Contents (TOC)
      • Use auto-generated TOC.
      • Maximum of three levels deep
      • Be sure to update the fields of the TOC so it is up-to-date before submitting your project.
    • Section Headings (create each heading on a new page with TBD as content, except for sections listed under New Content below)
      • Project Outline
      • Roles and Responsibilities
      • Tools and Technologies
      • Processes and Procedures
      • Performance Measures
  • New content to be added to the guide:
    • Project Outline
      • Brief description of the company (can be hypothetical) where the help desk organization will reside. Include a list of products and services provided by the company, company size, location(s), and other pertinent information.
      • Summary of major types of support to be provided (phone, e-mail, live) and who will be the target of support (internal users, external customers, etc.)
      • Material can be taken from approved proposal submitted to instructor
      • Be sure this project is approved by the instructor
  • Name the document yourname_IT141_IP1.doc
  • Submit the document for grading

Adhere to APA formatting and reference guidelines when writing your response. Additionally, your response should be free of grammatical errors, use complete sentences, and give specific details to support statements.

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