( Institut Teknologi Sepuluh Nopember )
Keywords: ITIL v3,Service Desk,Structure,Higher Education
DPTSI is the IT unit in Institut Teknologi Sepuluh Nopember (ITS) that has a strategic function, including managing, coordinating, controlling, and developing technology and information systems. To maintain good quality services, DPTSI creates a functional unit service desk managing service requests and incidents. However, it still raises number of problems, including many problems are reported directly to technical staffs without service desk unit being informed, and therefore there is limited record of requests and incidents. Moreover, organizational structure changes contribute to more miscommunication problems. The service desk unit should be then enhanced and restructured to provide clear communication flow and set roles for managing IT-related requests and incidents in ITS. The structure of the service desk is not only useful provide clear communication channel but also provides clarity of responsibility, position and description of duties in the service desk of DPTSI. The structure of the service desk was analyzed based on the elements in the ITIL V3 framework. The results of the analysis will serve a basis for restructuring the service desk of DPTSI.