Advantage of Using Service Desk Management Systems in Real Organizations
This paper describes the importance of introducing of IT Service Management (ITSM) systems, frameworks and standards in a real environment of one company. For the environment in this research it is used a network of one Faculty of Electrical Engineering in Bosnia and Herzegovina. During this research the authors have fully implemented five ITSM processes through the realization of the Service Desk Management System which connects all other systems and network elements on Faculty. Fully implemented are these processes: Service Catalogue Management, Incident Management, Problem Management, Change Management and Service Asset & Configuration Management. This paper has professional and scientific contribution. Professional contribution is the real implementation of Service Desk Management System in a real environment of one Faculty and its releasing into production. Scientific contribution is the raising of awareness of all individuals and organizations about the importance of introducing of ITSM systems, frameworks and standards in one real company or organization because of the positive results which will be described through this paper.