Continuous success in the work of any organization results in the growth of its size, causing many new employees to join this organization. This will increase the work load of the IT division, in order to serve all the employees of the organization. One of the major responsibilities of the IT division is the support it can give. Speed of support is needed to ensure continuity of the work, and any delay may have an effect and become costly. Thus, the increasing demand for software system help and support is revealed.