Service Desk Implementation with Information Technology Infrastructure Library Framework (Study Case Financial Company)

Abstract

This paper proposes a service desk to handle two important issues in financial company using the Information Technology Infrastructure Library (ITIL) Framework, i.e. Single Point of Contact (SPOC) and Service Level Agreement (SLA) issues. SPOC is a gateway to information needs of both users and company staff, particularly the IT staff, while SLA defines the responsibilities of the parties where such services work and provides coverage for services provided to the client to achieve client satisfaction. The service desk is built by focusing in service operation. A service desk has been successfully built in this study to make user's problem controllable. The result also shows that the user's problem can be solved faster in many cases.