This research is about how to plan on finding the best solution for a problem that a company is facing:

CaseProblem:
Client X is a start up company which still has no systems implemented, this research will focus on the IT

department, in specific, the Service Desk. Service Desk includes15 service desk agents. the main issue facing the

Service Desk agents is that they still have no system to organize and track the calls when other employees is

raising an incident

This is causing a lot of issues such as:
• Difficulties in following up on an incidents.
• Keeping a record of what is requested or what the employee is facing.

In results the Service Desk agents are finding it difficult to organize the work between each other and end up

forgetting to fix a particular incident which makes the end user(Employee) raise a complain that his/her issue

has not been fixed for a long time.

—- What is required in this Research Paper—- :

1. Planning on finding the best solution (in one paper)

2. Following research methods that both could help in finding the best solution:
a. Primary Research: 2 different set of questionnaires,15 questions each, that will be provided to the service

desk agents. (in One Paper)
b. Secondary Research: internet research, books "requires references". (in One Paper)

3. A detailed schedule of the above tasks to be completed and when will it be completed (how the above planning

will be implemented or carried on in order to find the best solution) One Paper in this research the most important is the process of researching for the best solutions not listing the

best solutions"