A Study of Service Desk Setup in Implementing IT Service Management in Enterprises
Affiliation(s)
Enterprise Key Account IT Service Department, Shanghai Wicresoft Co., Ltd., Shanghai, China. Department of Electrical and Computer Engineering, Kanazawa University, Kanazawa, Japan.
Enterprise Key Account IT Service Department, Shanghai Wicresoft Co., Ltd., Shanghai, China. Department of Electrical and Computer Engineering, Kanazawa University, Kanazawa, Japan.
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 setup a good Service Desk. Enterprises should take proper measures in building a mature Service Desk to ensure successful implementation of ITSM.
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 setup a good Service Desk. Enterprises should take proper measures in building a mature Service Desk to ensure successful implementation of ITSM.
Cite this paper
X. Tang and Y. Todo, "A Study of Service Desk Setup in Implementing IT Service Management in Enterprises," Technology and Investment, Vol. 4 No. 3, 2013, pp. 190-196. doi: 10.4236/ti.2013.43022.
X. Tang and Y. Todo, "A Study of Service Desk Setup in Implementing IT Service Management in Enterprises," Technology and Investment, Vol. 4 No. 3, 2013, pp. 190-196. doi: 10.4236/ti.2013.43022.
References
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[1] C. Zhao, H. H. Gan and F. Gao, “A Study on the Process Model for IT Service Management,” Proceedings of Finite Element Analysis and CAD, Peking University Press, Beijing, 1994, pp. 1-5. [2] J. van Bon, M. Picper and A. der Veen, “Foundations of IT Service Management Based on ITIL,” 2nd Edition, Van Haren Publishing, Zaltbommel, 2005. [3] W. G. Tan, A. Cater-Steel and M. Toleman, “Implementing IT Service Management: A Case Study Focusing on Critical Success Factors,” Journal of Computer Information Systems, Vol. 50, No. 2, 2009, pp. 1-12. [4] A. Chen and S. K. Chou, “Issue in Implementing Information Technology Service Management” Service Science, Vol. 1, No. 2, 2010, pp. 1-5. [5] J. P. Wan, S. Q. Zhu and Y. F. Wang, “Empirical Analysis on Risk Factors of IT Service Management Project Implementation,” IEEE International Conference on Wireless Communications, Networking and Mobile Computing, Dalian, 14-16 October 2008, pp. 1-4. [6] R. A. Steinberg, “ITIL Service Operation,” 2011 Edition, Randy A. Steinberg, Trafford, 2011. [7] J. van Bon, M. Picper and A. der Veen, “Foundations of IT Service Management Based on ITIL,” 2nd Edition, Van Haren Publishing, Zaltbommel, 2005. [8] Official ITIL Website, “IT Service Management,” 2013. http://www.itil-officialsite.com/home/home.aspx [9] D. Clifford and J. van Bon, “Implementing ISO/IEC 20000 Certification: The Roadmap. ITSM Library,” David Clifford, Jan van Bon, 2008. [10] J. P. Wan and D. Wan, “Analysis on the Mindbugs in Information Technology Service Management Project Implementation,” Technology and Investment, Vol. 2, No. 1, 2011, pp. 184-192. doi:10.4236/ti.2011.23019 [11] Wikipedia, “Information Technology Infrastructure Library,” 2013. http://en.wikipedia.org/wiki/ITIL [12] M. Toleman, A. Cater-Steel, B. Kissell, R. Chown and M. Thompson, “Improving ICT Governance: A Radical Restructure Using CobiT and ITIL,” In: A. Cater-Steel, Ed., Information Technology Governance and Service Management: Frameworks and Adaptations, Information Science Reference, Hershey, 2009, pp. 178-189. [13] A. Cater-Steel and W. Tan, “The Role of IT Service Management in Green IT,” Australasian Journal of Information Systems, Vol. 17, No. 1, 2010, pp. 3-15. [14] C. P. Praeg and D. Spath, “Perspectives of IT-Service Quality Management: A Concept of Life-Cycle Based Quality Management of IT Services,” In: A. Cater-Steel, Ed., Information Technology Governance and Service Management: Frameworks and Adaptations, Information Science Reference, Hershey, 2009, pp. 381-407. [15] A. Cater-Steel, W. Tan and M. Toleman, “Summary of ITSM Standards and Frameworks Survey Responses,” Proceedings of the itSMF Australia 2008 Conference, 27-29 August 2008, pp. 2-10. [16] J. P. Wan, H. Zhang and D. Wan, “Evaluation on Information Technology Service Management Process with AHP,” Technology and Investment, Vol. 2, No. 1, 2011, pp. 38-46. doi:10.4236/ti.2011.21005 [17] F. F. Reichheld and W. E. Sasser, “Zero Defections: Quality Comes to Services,” Harvard Business Review, Vol. 68, No. 5, 1990, pp. 105-111. [18] O. O. Sawyerr, S. Srinivas and S. Wang, “Call Center Employee Personality Factors and Service Performance,” Journal of Services Marketing, Vol. 23, No. 5, 2009, pp. 301-317. doi:10.1108/08876040910973413 [19] J. Hogan and B. Holland, “Using Theory to Evaluate Personality and Job-Performance Relations: A Socioanalytic Perspective,” Journal of Applied Psychology, Vol. 88, No. 1, 2003, pp. 100-112. doi:10.1037/0021-9010.88.1.100