Design and implementation of new ITIL Service Desk for insurance companies
Insurance companies are today faced with the challenge of solving of increasing number of user's incidents, problems and requests. These companies are introducing and producing new IT services which are delivered to users every month. All today's insurance companies have some Customer Relationship Management (CRM) tools which are responsible for solving all these tasks. But the problem is variety of all these tools which are producing positive results in some departments and not so positive results in some other departments. The only solution for all insurance companies is to introduce Service Desk solutions which are based on IT Service Management (ITSM) 'best practises'. This paper describes Service Desk solution for insurance companies that was developed on Sarajevo School of Science and Technology (SSST) University in Sarajevo. The aim of the paper is to analyze results after the implementation of Service Desk solution in one insurance company in Bosnia and Herzegovina and to compare these results with results that are achieved before the implementation of Service Desk solution. The new developed Service Desk solution contains 6 ITSM processes: Supplier Management, Change Management, Event Management, Incident Management, Request Fulfillment and Problem Management. Key-Words: ITSM, Service Desk, Supplier Management, Change Management, Event Management, Incident Management, Request Fulfillment, Problem Management.