A CBR-based Approach to ITIL-based Service Desk

Summary: Many organizations' customer service and technical support departments prefer to use the Service Desk system. It is important to provide a convenient and quick way. In this paper, ITIL framework events and problem management are described as basic structure of service desk, then CBR technology is compared with RBR and then CBR technology is selected as the main packaging technology. Finally, in this article, we are actually trying to study new ideas by adopting knowledge management technology of service desk system.

Most organizations planning to implement ITIL have established an existing set of practices. Implementation of ITIL requires four steps. 1) to identify existing practices of the company, 2) to implement capabilities based on ITIL recommendations, 3) redesign existing practices based on ITIL recommendations, 4) to achieve results and promote process management . When implementing ITIL with priority over user-centric areas such as service desk and event management, most companies choose a single process approach. Since that time, companies have been carrying out processes such as service level management, change management, problem management, etc. (Cater-Steel et al., 2009;

ITIL treats call centers, contact centers, or service desks as a limited type of service desk and provides only a part of services that the service desk can provide. The service desk is using a broader user-centered approach, designed to provide users with a sensible single point of contact meeting all IT requirements. The service desk is designed to facilitate the integration of business process and service management infrastructure. In addition to proactively monitoring and possessing incidents and user issues and providing communication channels for other community management rules of the user community, the service desk can also request customer change requests, third parties (maintenance contracts, etc.) , Provides an interface for other activities such as software licensing.

The ITIL approach considers service desk as the central point of contact between daily service providers and users / customers. It will also be the focus of event reporting (availability of services, interruption of quality, or possibility of interruption), and users making service requests (periodic service requests). ITIL treats call centers, contact centers, or service desks as a limited type of service desk and provides only a part of services that the service desk can provide. The service desk is using a broader user-centered approach, designed to provide users with a sensible single point of contact meeting all IT requirements. Service Desk is designed to facilitate the integration of business process and service management infrastructure