Abstract:
Information Technology Service Management (ITSM) provides a framework to provide IT related services and the interaction
of IT staff with users, and is often related with the British Government’s Information Technology Infrastructure
Library (ITIL). ITIL offers a set of “best practices” for managing IT services and is one of the most widely accepted
approaches to IT service management in the world. Recently, more and more enterprises implemented a centralized
IT service management model based on the ITIL framework. However, even by adopting ITIL, most of the enterprises
didn’t improve their IT service management level. Some factors become the barriers to the success of ITIL and
ITSM implementation. In some cases, enterprises paid more attention to IT infrastructure setup and operation but neglect
the importance of Service Desk. In this study, we first review ITSM, ITIL and Service Desk. Second, we identify a
full function of new Service Desk and how to set up a good Service Desk. Enterprises should take proper measures in
building a mature Service Desk to ensure successful implementation of ITSM.
