A solution study for reduction of service desk incidents in banking sector

In this study, a help desk organization managed according to the ITIL principles in the banking sector is described as a model work for more efficient and efficient operation, reduction of incident records created in parallel with the growing sector and increasing business volume. In parallel with rapid growth in the banking sector, application software systems are being developed and the number of incident records reported by the system as a result of erroneous records are also increasing. It is aimed to examine the source code packages that are run during the resolution of the incident records, to examine the units that constitute the most incident records, to review the reports by categories, to automate the processes that the systems can perform and to solve the problems that became chronic as a result of the effective management of the problem management process. When these analyzes are carried out, result analysis techniques such as data mining, Pareto analysis, root cause analysis and fish bone diagrams are applied which is aimed to create the information center structure where the corporate memory accumulates. The topics mentioned in this study are exemplified by scientific methods and the gains obtained are described.