This paper aims to study the customer service desk at National Education Network (NEdNet) using incident management. It is conducted in order to identify the difficulty of using the NEdNet system properly, to reduce the time of incident analysis and operation time of restoring services to the normal condition as well as to support a large number of members in the future. This research proposes the IT Infrastructure Library v.3 (ITIL v.3) which is a best practice for IT management framework based on the incident management (Service Operation). The results indicated that if managers used incident management with the ITIL approach at the customer service desk of NEdNet, decisions could be made more efficiently regarding resource management.