It is essential the current system is investigated thoroughly, for this dissertation two data gathering techniques will used. The first method is interviewing. This will involve interviews on two levels. The first interview is with a Support Analyst. The second interview is with a Portfolio Manager. From the Data gathered in these interviews the system is then modeled using UML.

A structured interview is a useful way of finding out how a system works. It gives a good insight to how a system works.  The system explored by talking directly with users of the system rather than looking at company documents, organization charts which are out of date and inaccurate.

Fitzgerald (1987) argues that a formal interview is better than informal interview or having a chat with the user. The were questions written out before the interview, this puts the interviewee at ease so they know that the interview is well structured and gives more confidence in the analyst.

In order to prepare the interviewees questions had been emailed to both the Support Analyst and Portfolio Manager before the interview to prepare them. Fitzgerald (1987) says that the interview method should depend on the person interviewing. Using an informal approach is another approach if the interviewer is so inclined. For the interviews, both the formal and informal approaches  are used in the two interviews. Informal questions depending on the answers to the formal questions. This makes the interview less daunting to the interviewee and more like a friendly discussion.

The two interviews will be tape recorded and transcribed. The first interview with the Support Analyst. The purpose of this is to gain an understanding of how the Help Desk works, who works on the Help Desk, how many people work on the Help Desk, what are the procedures are carried out when a call comes in.  The problem solving process is explored in further detail.  

The second interview is with a Portfolio Manager. The Portfolio Manager is responsible for the support an entire portfolio of applications and manages a number of Support Analysts. The interview with the portfolio will give a different perspective on the Help Desk rather than using another Support Analyst which would replicate the results of the first interview. Some of the same questions asked as in the first interview are asked to verify the results of the first interview. Mostly new questions are asked looking at the Help Desk from a managerial perspective. This will give a better overview of where and why the Help Desk is there.

More than just gathering information on how the current system works Fitzgerald (1987) says that interviews can be a source of opinions and ideas experienced by staff that does not come across in other data gathering methods. This is evident in the questions in both interviews where they move on to asking on why current Help Desk software has been used and what their feelings are on how the Help Desk can be improved. The answers to these are likely to be more open ended based on the interviewee’s opinions. Based on these results and the research on Help Desk software these will be applied to the design of a proposed Help Desk and the findings on Help Desk software.

Briton & Doake (2000) say that the interview can be a source of different types of information.  From the interview it should lead to formal information that is already in formal documents such the in the case of Help Desks the SLA (Service Level Agreement) or Help Desk escalation procedures. It is expected that formal documents with procedures can found explaining how the problem management process.