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

Copyright © 2013 Xiaojun Tang, Yuki Todo. This is an open access article distributed under the Creative Commons Attribution Li-cense, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. Information Technology Service Management (ITSM) provides a framework to provide IT related services and the in-teraction of IT staff with users, and is often related with the British Government’s Information Technology Infrastruc-ture Library (ITIL). ITIL offers a set of “best practices ” for managing IT services and is one of the most widely ac-cepted approaches to IT service management in the world. Recently, more and more enterprises implemented a central-ized IT service management model based on the ITIL framework. However, even by adopting ITIL, most of the enter-prises 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 ne-glect the importance of Service Desk. In this study, we first review ITSM, ITIL and Service Desk. Second, we identify