This paper reports research on the integration of Help Desk systems with the Simple Network Management Protocol (SNMP). The research develops an architectural framework for the deployment of SNMP protocols integrated with a help desk infrastructure. The methodology involves case study evaluations and research towards the development of a SNMP network management application framework integrated with the Help Desk. This is accomplished in two parts: part one involves the identification of human roles and tasks (scenario analysis) followed by an interaction analysis of representative scenarios. Part two involves the investigation of the network management support tools currently used for Fault/Change management in telecommunication networks. This leads to the identifications of gaps in the support tools of existing systems. A case study methodology is adopted to analyse practical scenarios based on concepts, such as roles, interactions, artefacts and tools in a real application environment. Finally an integrated architectural framework for SNMP based Help Desk network management is proposed and analysed.
Jayawardana, Thusitha and Gutiérrez, Jairo, "Integration of the Helpdesk with SNMP Management: A Case Study Approach" (2000). AMCIS 2000 Proceedings. 247.