Advantages of the implementation of Service Desk based on ITIL framework in telecommunication industry
This paper describes the significance of the implementation of Service Desk based on ITIL framework. For the reference model is taken a Service Desk in Telecom operator which solves hundreds of users incidents, problems and requests during a one day. The aim of the paper is to compare the results of normal working a Service Desk before the implementation of ITIL and after the implementation of ITIL. The result of this comparison should show that a Service Desk with the implemented ITIL processes has achieved a better results than a Service Desk which doesn't contain processes from ITIL. For the implementation of ITIL Service Desk are chosen all processes which are dealing with users: Service Level Management, Supplier Management, Change Management, Event Management, Incident Management, Request Fulfillment and Problem Management. This paper gives a focus to the implementation of Service Desk solutions based on ITIL framework in any business environment in order to increase the business productivity. Key-Words: ITIL, Service Desk, Service Level Management, Supplier Management, Change Management, Event Management, Incident Management, Request Fulfillment, Problem Management.