Abstract: Railway enterprises were imperative to get rid of the traditional mode of operation and maintenance management and implement comprehensive IT Service Desk-based service management mode. IT Service Desk was an information exchange and feedback platform for user and IT operation and maintenance departments, provided a uniform interface for problems, events, changes, and publishing sectors for the user, also processed all the desk event information by standard event management processes, provided a good platform for IT service management. Therefore, the design and implementation of IT Service Desk were very important.