Chapter 5. Building a Help Desk Solution

In this chapter you will work through the process of building a help desk application. This solution allows users to enter and view service requests, identify root causes, and track solutions to common issues. This chapter’s solution will be built using the functionality in SharePoint Server Standard. In addition, you will explore using Microsoft Visio and Microsoft SharePoint Designer 2010 to build workflows.

One of the primary reasons for building a help desk solution is to transform an IT organization’s outlook from reactive to proactive. A few years ago, Microsoft released a paper that scoped out the maturity level of an IT organization. The paper identified four levels, going from reactive to proactive. ...

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