South Asian Journal of Management

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Software-as-a-Service (SaaS) IT Helpdesk at an Institute of Higher Education:Implementation Issues


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1 IT & Systems, Indian Institute of Management Kashipur, Kundeshwari, Kashipur 244713, Udham Singh Nagar District, Uttarakhand, India
     

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This case study is about the implementation of an IT helpdesk system on a Software-as-aservice (SaaS) basis. The case highlights the challenges in the adoption and deployment of the SaaS solution in an institute of higher education. As part of the case study and the teaching note, we detail the steps in implementation lifecycle, namely, project initiation, requirements identification, product selection, deployment, and adoption. We provide directions to analyze the managerial challenges by (a) comparing big-bang and phased approach; (b) force-field analysis; (c) SaaS feature analysis; (d) advantages and disadvantages of a SaaS model; (e) end-user adoption; and (f) post-implementation aspects. We further aid case discussion by providing exhibits containing real-life data collected over a year. This case study can be used in foundation courses of information systems and enterprise system courses at both bachelors and master’s level.

Keywords

Cloud Computing, Force-Field Analysis, IT Adoption, IT Implementation, Software-as-a-Service.
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  • Software-as-a-Service (SaaS) IT Helpdesk at an Institute of Higher Education:Implementation Issues

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Authors

Venkataraghavan Krishnaswamy
IT & Systems, Indian Institute of Management Kashipur, Kundeshwari, Kashipur 244713, Udham Singh Nagar District, Uttarakhand, India
Mayank Sharma
IT & Systems, Indian Institute of Management Kashipur, Kundeshwari, Kashipur 244713, Udham Singh Nagar District, Uttarakhand, India

Abstract


This case study is about the implementation of an IT helpdesk system on a Software-as-aservice (SaaS) basis. The case highlights the challenges in the adoption and deployment of the SaaS solution in an institute of higher education. As part of the case study and the teaching note, we detail the steps in implementation lifecycle, namely, project initiation, requirements identification, product selection, deployment, and adoption. We provide directions to analyze the managerial challenges by (a) comparing big-bang and phased approach; (b) force-field analysis; (c) SaaS feature analysis; (d) advantages and disadvantages of a SaaS model; (e) end-user adoption; and (f) post-implementation aspects. We further aid case discussion by providing exhibits containing real-life data collected over a year. This case study can be used in foundation courses of information systems and enterprise system courses at both bachelors and master’s level.

Keywords


Cloud Computing, Force-Field Analysis, IT Adoption, IT Implementation, Software-as-a-Service.

References