Comparison of standards or frameworks for IT service desk implementation
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Published:
May 30, 2025
Keywords:
Characteristics, ITSM, MSSS, Service Desk
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Informtion System
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Abstract
The service desk plays a significant part in implementing Information Technology Service Management (ITSM). However, there are some hurdles to its execution. Currently, there are several ITSM standards and frameworks accessible. However, its application is not simple. Therefore, this study aims to analyze the characteristics of the IT Service Desk standard or framework. The Study of Similarity of Models and Standards (MSSS) method was used in this study. Starting from selecting standard selection criteria or frameworks, analyzing to find similarities and differences, to presenting results. There are four selected standards or frameworks, namely ITIL V3, ITIL 4, ISO/IEC 20000, and COBIT 2019. All of them define the same process regarding the implementation of the IT Service Desk. However, all of them have specificity. COBIT 2019 defines processes related to the IT Service Desk, namely DSS 02 and DSS 03. While ITIL V3 and ITIL 4 provide more detailed explanations related to the procedures of each process. ITIL V3 also defines how to build an IT Service desk, both in terms of organizational structure and role requirements. Meanwhile, ISO 20000:2018 provides an overview of how an organization is to comply with the standard
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How to Cite
Firmansyah, A. D. . and Sulistiyani, E. . (2025) “Comparison of standards or frameworks for IT service desk implementation”, Jurnal Mantik, 9(1), pp. 31-38. doi: 10.35335/mantik.v8i5.6262.
References
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Justitia, A., Zaman, B., & Putra, D. K. (2021). Evaluating the quality of a help-desk complaint management service using six-sigma and COBIT 5 framework. AIP Conference Proceedings, 2329(1).
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SDI. (n.d.). The Service Desk Standard. Www.Servicedeskinstitute.Com.
Solekhan, Affandi, A., & Endroyono. (2024). Assessment of IT Governance in Supporting XYZ University KPIs Using COBIT 2019. 2024 International Seminar on Intelligent Technology and Its Applications (ISITIA), 436–441. https://doi.org/10.1109/ISITIA63062.2024.10668310
Van Der Haven, D. (2020). IT Service Management: ISO/IEC 20000 1: 2018-Introduction and Implementation Guide. Van Haren.
Axelos. (2019). ITIL ® Foundation ITIL 4 Edition 2. https://www.axelos.com
Ayuh, J. A., & Chernovita, H. P. (2021). Analisis Incident Management E-Court Pada Pengadilan Negeri Salatiga Menggunakan Framework ITIL V4. 8(2), 585–598. http://jurnal.mdp.ac.id
Calvo-Manzano, J., Cuevas, G., Muñoz, M., & San Feliu, T. (2008). Process similarity study: Case study on project planning practices based on CMMI-DEV v1. 2. EuroSPI 2008 Industrial Proceedings, 11–13.
Cots, S., & and Casadesús, M. (2015). Exploring the service management standard ISO 20000. Total Quality Management & Business Excellence, 26(5–6), 515–533. https://doi.org/10.1080/14783363.2013.856544
Cronholm, S., & Persson, L. (2016). Best practice in IT service management: experienced strengths and weaknesses of using ITIL. ICMLG2016-4th International Conference on Management, Leadership and Governance: ICMLG2016, 60.
da Silva, C. D., & Lins de Vasconcelos, A. M. (2020). Using the IDEAL model for the construction of a deployment framework of IT Service Desks at the Brazilian Federal Institutes of Education. Software Quality Journal, 28(3), 895–929. https://doi.org/10.1007/s11219-020-09499-x
Diego, S. (2019). A Quantitative Analysis of Organizational Complexity and ITIL Implementation.
El-Sharif, Y., & Khaled, A. (2024). Implementing ITIL 4 Framework for Enhanced IT Service Management: A Comprehensive Approach to Streamlining Processes. Eastern European Journal for Multidisciplinary Research, 3(2), 390–400.
Ernawati, Y., & Wang, G. (2023). Assessing IT services management with ITIL framework V3: A case study. Journal of System and Management Sciences, 13(4), 152–164.
Fuada, S. (2019). Incident management of information technology in the indonesia higher education based on COBIT framework: A review. EAI Endorsed Transactions on Energy Web, 19(22). https://doi.org/10.4108/eai.13-7-2018.156387
Göbel, H., & Cronholm, S. (2015). ITIL Experiences: Benefits & Barriers.
Grishaeva, S. A. (2022). Development and Implementation of Service Management System in IT-Company for Compliance with International Standard ISO/IEC 20000-1: 2018. 2022 International Conference on Quality Management, Transport and Information Security, Information Technologies (IT&QM&IS), 151–154.
Hardjati, S., & Febrianita, R. (2019). The power of interpersonal communication skill in enhancing service provision. Journal of Social Science Research, 14, 3192–3199.
Harjanto, A., & Aji, R. F. (2024). Improving IT Assets Management with ITIL 4 Framework. Jurnal Ilmu Komputer Dan Informasi, 17(2), 127–143.
Heikkinen, S., & Jäntti, M. (2012). Identifying IT Service Management Challenges: A Case Study in Two IT Service Provider Companies. 2012 23rd International Workshop on Database and Expert Systems Applications, 55–59. https://doi.org/10.1109/DEXA.2012.32
Justitia, A., Zaman, B., & Putra, D. K. (2021). Evaluating the quality of a help-desk complaint management service using six-sigma and COBIT 5 framework. AIP Conference Proceedings, 2329(1).
Keel, A. J., Orr, M. A., Hernandez, R. R., Patrocinio, E. A., & Bouchard, J. (2007). From a technology-oriented to a service-oriented approach to IT management &.
Lema, L., Calvo-Manzano, J.-A., Colomo-Palacios, R., & Arcilla, M. (2015). ITIL in small to medium-sized enterprises software companies: towards an implementation sequence. Journal of Software: Evolution and Process, 27(8), 528–538. https://doi.org/https://doi.org/10.1002/smr.1727
Liu, S. F., Fan, Y. J., Luh, D. B., & Teng, P. S. (2022). Organizational Culture: The Key to Improving Service Management in Industry 4.0. Applied Sciences (Switzerland), 12(1). https://doi.org/10.3390/app12010437
Mesquida, A.-L., & Mas, A. (2015). Integrating IT service management requirements into the organizational management system. Computer Standards & Interfaces, 37, 80–91. https://doi.org/https://doi.org/10.1016/j.csi.2014.06.005
Nicho, M., & Muamaar, S. (2016). Towards a Taxonomy of Challenges in an Integrated IT Governance Framework Implementation. Journal of International Technology and Information Management, 25(2). https://doi.org/10.58729/1941-6679.1266
Ruiz, M., Moreno, J., Dorronsoro, B., & Rodriguez, D. (2018). Using simulation-based optimization in the context of IT service management change process. Decision Support Systems, 112, 35–47. https://doi.org/10.1016/j.dss.2018.06.004
SDI. (n.d.). The Service Desk Standard. Www.Servicedeskinstitute.Com.
Solekhan, Affandi, A., & Endroyono. (2024). Assessment of IT Governance in Supporting XYZ University KPIs Using COBIT 2019. 2024 International Seminar on Intelligent Technology and Its Applications (ISITIA), 436–441. https://doi.org/10.1109/ISITIA63062.2024.10668310
Van Der Haven, D. (2020). IT Service Management: ISO/IEC 20000 1: 2018-Introduction and Implementation Guide. Van Haren.
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