IT Service Desk Model Literature Review: Benefits and Challenges

Abstract

IT service desk is an important element in IT service management. As a single point of contact (SPOC), IT service desk receives incident and fulfill the requests. Many governments are still having difficulties in various areas, particularly during implementation. The management of incident reports and service requests in the government is only submitted directly to everyone, giving rise to multiple points of contact. Meanwhile, a standard or framework cannot be directly adopted but requires adjustments to the characteristics of the organization. Through this research, the challenges, and benefits of implementing IT service desk were identified. Literature review using SLR was carried out. A total of 40 articles from four well-known databases were selected for review. The results show that some of the benefits obtained from implementing the IT Service desk include significant improvement in process metrics, reduction in IT costing, better documentation, increased employee and customer satisfaction, reduction in staff, improvement of IT service quality, and internal communication efficiency. Meanwhile, the challenges include large investment required, organizational resistance, difficult planning to implement the existing framework, complexity of the framework, lack of internal management support, difficulty in measuring benefits, lack of knowledge/skills, process evaluation (expensive and time consuming), limited of resources, and gradual cost reduction.