Improving it service desk and service management processes in finnish tax administration: A case study on service engineering

Abstract

Due to success of IT service management frameworks, the service desk function and the incident management process are improvement targets of high priority for many IT companies at the moment. The main goal of the incident management process is to restore normal service operation as quickly as possible. The research problem of this study is: How service engineering processes and service desk can be improved by using ITIL-based best practices? The main contribution of this paper is to 1) describe the phases of a study that focused on improving service desk and incident management process from IT service management perspective and 2) provide lessons learnt from the study. The case study was carried out with a single case: Finnish Tax Administration. © 2012 Springer-Verlag.