Service Desk Software Usability Evaluation: The Case of Brazilian National Cancer Institute

The use of control tools to manage services in Information Technology (IT) is a reality in contemporary organizations, this can be stated on the understanding that the controls can generate financial results and contribute to reach organizational goals. Brazilian laws state the technology services should be executing by private companies, justifying the need to control and supervise the implementation of these services. Brazilian National Cancer Institute acquired a new Service Desk Manager Software in order to simplify support operations through narrow integration between service request management process, incident, problem, changes, knowledge, assets and configuration. This paper aim to measure how the usability of a service desk manager software can influence the efficiency of the service operation. This survey found that the change of application, particularly those that directly influence the performance of an activity in the organization, requires an effort on your deployment project. Factors such as usability can affect the success of the adoption of a system for a particular team. (C) 2016 The Authors. Published by Elsevier B.V.