A Study of Service Desk Setup in Implementing IT Service Management in Enterprises

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.