2012 4th International Conference on Education Technology and Computer (ICETC 2012)

IPCSIT vol. XX (2012) © (2012) IACSIT Press, Singapore

IT Service Management (ITSM) and Service Desk Implementation

Best Practices

Sandeep Kumar Seeram

Affiliation with
International Association of Computer Science and Information Technology
Association of Computer Machinery
Institute of Electrical Electronics Engineering (IEEE)

Abstract: IT Service Management & Service Desk implementation is a promising potential which
draws an framework of service delivery, although as way of capturing comparative advantages in the face
of the growing service delivery methods, the failure percentage of ITSM & Service Desk implementation
is still relatively high which causes increasing concerns for many corporations. The aim of this paper is to
extend the line of knowledge about outcomes of ITSM and Service Desk Implementation, with proposing
a conceptual framework for successful ITSM & Service Desk implementation, phases of implementation
cycle and different success factors.
Keywords: Service Desk, IT Service Management, ITIL, ITSM Implementation, ITSM Success
Factors, Service Desk Framework, Service Delivery, Incident Management, Problem Management

1. Introduction

IT Service Management & Service Desk implementation is considered as an important management

decision which is filled with uncertainty and change. Hidden obstacles lurk around every stage of
implementation process. In spite of the warnings and analyst statistics, in general many organizations
agree that ITSM & Service Desk implementation improves service delivery process. “IT Service
Management is a people process supported by technology”. While the majority of business firms
strive to implement ITSM & Service Desk, they face the disappointing reality of the significant
percentage of failure within their ITSM & Service Desk implementation. ITSM & Service Desk
process comes with benchmarking & metrics to produce substantial insight into the underlying
processes that drive performance. ITSM employs ITIL documented best practices and in many cases
extends beyond into additional areas such as enhanced processes and implementation to provide
additional value-added functionality. At present, ITSM methods have evolved to include specific
ways to enable and optimize assessment, planning and implementation of ITIL best practices. ITSM
provides integrated services that are process bases with a focus on satisfying business requirements.
Although managing technology is the most crucial component of most ITSM solutions, whereas
business objectives, service level agreements and technology infrastructure play critical role in any
ITSM method paradigm.
 2012 4th International Conference on Education Technology and Computer (ICETC 2012)

IPCSIT vol. XX (2012) © (2012) IACSIT Press, Singapore

2. ITSM Methodology

ITSM is based on ITIL, an integrated, process based, set of best practices to manage IT Services.
Where ITIL defines and documents the best practices, ITSM employs them to meet customer
requirements and priorities.

ITSM Methodology has two areas:

IT Service Support:



Configuration Management - physical and logical information of the IT infrastructure and the IT services


Change Management - standard methods and procedures for effective managing of all changes


Release Management - testing, verification, and release of changes to the IT environment
Incident Management - the day-to-day process that restores normal acceptable service with a minimal


impact on business
Problem Management - the diagnosis of the root causes of incidents in an effort to proactively eliminate


and manage them
Service Desk (Function) - this provides a central point of contact between users and Information
Technology

IT Service Delivery:

 Availability Management - optimize IT infrastructure capabilities, services, and support to minimize


service outages and provide sustained levels of service to meet business requirements


IT Service Continuity - managing an organization's capability to provide the necessary level of service
Capacity Management - enables an organization to tactically manage resources and strategically plan for


future resource requirements


Service Level Management - maintain and improve the level of service to the organization
Financial Management for IT Services - managing the costs associated with providing the organization
with the resources needed to meet requirements

Industry Trends & Directions:

 Through 2010, 75% of IT Organizations will seek to formalize their day-to-day Service Delivery Processes
to build in repeatability and consistency – Gartner 2005 Assumption
 Current State: More than 90% are involved in the process, governance or quality initiatives. Most


organizations (60%) are in early stage implementation.
Business Drivers: Improved Performance, Better Integration across the IT organization, Address


Regulatory Requirements.
Mandatory Planning Requirements:
1. Define Direction for Enterprise and IT Organization
2. Intent of Performance Improvement Initiatives (Example: ITIL Implementation)
3. Detailed Requirements of how IT Organization is going to perform in the future.
 2012 International Conference on Education Technology and Computer (ICETC 2012)

IPCSIT vol. XX (2012) © (2012) IACSIT Press, Singapore

3. ITSM & Service Desk Implementation Process

ITSM and Service Desk Implementation projects are characterized by typical size of the company, its
core business and course of action. There are time-tested project blue-prints available which can serve as
a guideline for implementing ITSM & Service Desk process.

Implementation Process:

1. Requirement Definition: During this phase all vital information is being gathered and activity plan is
being drafted. Best Practises: Establish a Steering Committee to establish membership levels,
objectives, project plan and planning framework.

2. Selection of the Software: Selection of software for ITSM & Service Desk can be tricky process;
many options are available in the market from ready-made software to custom build open source
softwares. When selecting the software, it should comply with the company requirements to manage
all the ITIL Processes. Best Practises: Consultation with ITSM Implementation experts and
Consultants is necessary in this stage, who will play a role as Liaison between the organization and
the application provider.

3. Preparation of Requirements for Software Configuration: After software had been selected specific
information concerning its installation and initial configuration shall be figured out. A clear
understanding of SLA (Service Level Agreement) and OLA (Operational Level Agreement). During
this stage project timelines should be drawn, with all the phases of installation, configuration and
training. Best Practises: Establish working session’s team, who will be responsible to draw a project
planning for implementing the software and draw the requirements.

4. Implementation and Testing of the Software: After the ITSM and Service Desk software is installed,
it’s filled in with data for example end-users, responsible experts, support units, SLA times,
configuration units, operator instructions etc... After all installation and configuration activities are
finished system operational testing can be performed. The best way is to define special group of
employees whose real incidents will registered in service desk support system so allowing for
operational testing to use data an gathering additional knowledge that can be used in case system
changes. Best Practises: The Project Management team is comprised of personal from technical and
application functional areas. These include the Project Manager, Level 2 Support, Specialists,
Network Operations Center, Level 3 Support Specialists, Database Management units. Security and
Application support, who will detect, resolve and avoid failures that (potentially) affect the
implementation.
 2012 4th International Conference on Education Technology and Computer (ICETC 2012)

IPCSIT vol. XX (2012) © (2012) IACSIT Press, Singapore

5. User Training: This stage includes trainings for service desk operators and for other involved parties.
Of course main priority is given to service desk operator trainings since they are the first level of
contact in ITSM & Service Desk models. Best Practises: Develop learning solutions to address the
issues such as – objectives and policies and ownership of calls. Specialized training should focus on
Customer Service, Service Desk and Incident Resolution information.

6. Realization of Pilot Project: After all involved parties are trained and software is properly configured
and tested, pilot project can be started with a purpose to make final assessment of company
employees and the system itself. If at this stage no serious issues are discovered service desk can be
considered fully operational. Best Practises: Establish live sessions, real-time working models and
an observation team with technical & management team members to monitor changes in the process
or in the application.

7. Continuous Improvement of Service Desk Functions: Also after successful implementation, it’s
obligatory to continue to improve its functions. Various metrics, service support functions should be
improved and perfected. Continuous processes and services improvement is also part of ITIL best
practices and in 3rd version of ITIL framework is defined as separate set of processes.

Best Practises: Creating awareness & training among the user levels, strategy consulting on ITSM,
Service Desk & ITIL, Establishing metrics/KPI & SLM reporting, Acquisition and customization of
Tools with Automation of Process and Service Management Operations with Continual Process and
Service Improvement.

Implementing Best Practices:

1. Provide improved business results

2. Move you from a reactive to proactive organization
3. Improve effectiveness and efficiency of IT processes which often leads to reduced IT Costs
4. Improve Service Delivery
 2012 4th International Conference on Education Technology and Computer (ICETC 2012)

IPCSIT vol. XX (2012) © (2012) IACSIT Press, Singapore

References:

1. ITSM & Service Desk Implementation problem @ RL Consulting IT Service Management Implementation guidelines
2003.
2. Offi ial ITIL® We site, What is ITIL? [O li e]. A aila le: http://www.itilofficialsite.com/AboutITIL/WhatisITIL.asp
[Accessed: April. 07, 2012].
3. Fra e ork for ICT Te h i al “upport FIT“ Guide – Ho to I ple e t a “er i e Desk – [Online]
http://www.eictsupport.org/fits/Sec/reactive-processes/servicedesk/F120102_Guide_-
How_to_Implement_a_Service_Desk.html
4. Polar Software web- ased help desk portal, “hort Guide through the “u essful Help Desk ITIL I ple e tatio , Fe .
26, 2009.
5. I age fro I ple e ti g your Help Desk: A Pra ti al Guide Data Wat h 2005