Free Open-Source Extensible Service Desk (FreeDESK)
Research output: Other contribution
A literature review was conducted covering aspects of service desks in general as well as techniques and methods used to build extensible systems and the common choices of implementation language. From an analysis of this review a set of high-level requirements and an overall system design were defined. An identified aspect of web-based multi user systems, ensuring updates to interface displays, was examined in detail. This included an experiment on the feasibility of using an alternative technique than regular polling for updates.
From the high-level design a detailed set of designs for the software were created and then implemented in an iterative and incremental manner. A website and documentation were built to support dissemination of the software for which a specific set of release pipeline tools were implemented enabling packaging into ?release versions? for general use including an installer. Ongoing functional testing through a created unit test framework was performed on new features as they were added and on existing features as a form of integration testing.
An evaluation of the system in the form of an online questionnaire was completed and the results analysed. Feedback on the system was positive with a high proportion of respondents indicating they were satisfied with the system and would recommend it to others. A comparison of delivered features against the requirements analysis identified that all requirements of the system both for standard service desk function and relating to extensibility were met.
|Publisher||University of East Anglia|
|Publication status||Published - 2012|