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.
Highlights
In today’s demanding world, IT plays a pivotal role in creating new opportunity and delivering competitive advantage to enterprises
Some factors become the barriers to the success of Information Technology Infrastructure Library (ITIL) and Information Technology Service Management (ITSM) implementation
As several key successful factors to succeeding in ITSM implementation, we suggest that enterprise attach importance to Service Desk
Summary
In today’s demanding world, IT plays a pivotal role in creating new opportunity and delivering competitive advantage to enterprises. An important aspect of the new legislation is the requirement for enterprises to have consistent and formalized application controls as well as general controls across all IT functions, including areas outsourced to external partners. To achieve these goals, organizations are adopting ITIL to provide a framework and implement IT service management in enterprise [2]. The top five challenges are culture, integration with current process, ITIL/ITSM related knowledge, appropriate management tool, and clear measurement target [3,4]. After reviewing the top five challenges, culture shift, appropriate management tool and clear measurement target are all directly related to Service Desk. Some suggestions about how to set up a good Service Desk via three different perspectives, process, people and tool, are discussed
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