Towards an improved IT service desk system and processes: a case study

Jäntti, Marko and Cater-Steel, Aileen and Shrestha, Anup (2012) Towards an improved IT service desk system and processes: a case study. International Journal on Advances in Systems and Measurements, 5 (3 & 4). pp. 203-215.

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An IT service desk provides a Single Point of Contact for the customers and users regarding support requests.
The world-wide adoption of IT Infrastructure Library
(ITIL) framework has also pushed organizations to improve
their service desk operations. However, improving the service desk is a serious challenge for many IT service providers. Many government organizations in Finland have started to use ITIL in their service desks and need help in configuring service desk tools and defining processes. The research problem of this study is: How could an IT service provider’s service desk operations be improved by using IT service management best practices? The main contribution of this paper is to present results of a case study on IT service support in Finnish Tax Administration. First, the customer support challenges are described. Second, we present how these challenges were solved by using ITIL based practices. Third, we show how service desk performance and ITSM training usefulness were measured. Finally, lessons learnt from the case are presented.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: 2012 Copyright by authors.
Faculty / Department / School: Historic - Faculty of Business and Law - School of Information Systems
Date Deposited: 16 Jan 2013 06:41
Last Modified: 19 Aug 2014 01:54
Uncontrolled Keywords: service desk; service management; IT service; incident management
Fields of Research : 08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objective: E Expanding Knowledge > 97 Expanding Knowledge > 970108 Expanding Knowledge in the Information and Computing Sciences

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