Research On IT Service Desk Optimization For K Firm

With the rapid development of enterprises,the information system department plays an increasingly important role as part of the enterprise support function.However,as a functional department and cost center,IT departments often fail to obtain resource it need to support its day-to-day operations and project development.As the team facing end users,the IT service desk faces more direct business challenges.In the case of mismatched resources and business needs,the service desk team often has poor service availability,low satisfaction,frequent system outage,and untimely problem solving,which affects business operations.Depending on the reliance of the company's business on IT applications and services,these efficiencies have also dragged down the company's main business to varying degrees.Therefore,how to optimize the operation and management of IT service desks is an urgent problem that needs to be solved when many enterprises grow in scale.Through reading the paper,it is found that the existing research mostly equates the IT service desk with the call center for pure quantitative analysis of the queuing theory indicators,or uses the IT service management theory for pure qualitative analysis,neither of which can well reflect the IT service desk's position in department and guidance for continuous improvement of functions.Based on this background,this paper tries to turn the quantitative index analysis in Queuing Theory into an abstract qualitative analysis to determine the direction of improvement of operational optimization.Qualitative decomposition of specific indicators based on IT Service Management Theory(ITSM)best practices,and the identification of improved implementation methods.The main work of this study is as follows:First of all,it clarifies the background of informatization research in this paper,and puts forward the problems to be studied,as well as the purpose and significance of the research.Based on literature,books,and industry best practices,the theories,research routes,and methods used in the research are reviewed.Then,the common application model of queuing theory is analyzed and abstracted into a qualitative formula for subsequent research.According to the IT service management theory and industry best practices,the key improvement nodes corresponding to the parameters in the formula are summarized and the corresponding solutions are proposed.Finally,in the IT management scenario of K Firm,the solution proposed in the previous paper was implemented and tracked,and the effectiveness of the solution was verified.The research results show that the qualitative analysis method based on the service desk efficiency formula is used in this paper,and the IT service management theory is used to systematically analyze the improvement path of IT service desk.By reducing the occurrence of incidents and service requests,improving the support team's efficiency,achieving optimal efficiency under resource constraints,improving the efficiency of IT service desks and reducing the adverse impact of IT disruptions on enterprise development.Compared with relying solely on queuing theory or IT service management theory to improve IT service desk management,the improvement framework proposed by this research has good operability,continuity and business relevance.Through its operability and reproducibility,it has high practical value.