It is full of jargon. It can be difficult to keep track of all the relevant processes, frameworks, tools and acronyms. With all the obscure IT terms floating around the world, there are three important terms related to IT support that we often see confused, confused, or misused:
Service desk (or "IT service desk")
Help Desk (or "IT Help Desk")
ITSM ("IT Service Management")
Does it matter if you use the term help desk, service desk or ITSM to describe IT support? This is the case, because you may be sub-selling or over-selling capabilities (to yourself or others), including your IT support technology.
As defined by Merriam-Webster, a help desk is "a group of people who provide general help and information for electronic or computer problems." Given this definition, it may seem at first glance that there is little difference between helpdesk and helpdesk, but the missing keyword here is "customer". While the primary goal of a help desk is simply to solve problems, the primary goal of a help desk is to provide services to its customers or users. There is a certain emphasis on service delivery and customer centralization on missing services in support services.
And although support services are often limited to a single ITSM activity (in particular, incident management or problem solving process), support services cover the widest range of activities mentioned above. In a sense, support services are therefore a subset of services.
If you are still confused about the differences between a help desk and a help desk, don't worry. It is true that the distinction may seem a bit difficult, so we have tried to clarify it by analyzing all the differences between them below.
What is Service Desk?
The ITIL definition of a service center is as follows: “The single point of contact between the service provider and users. A typical service center handles incidents and service requests, and also manages communication with users. "
This definition may seem a bit formal and vague, so here is an easier way to express it: a service center is a communication center where customers (for example, employees or other interested parties) can find help from their suppliers. IT services. As indicated by the ITIL service center definition, this assistance can take the form of incident resolution or service request processing, but whatever the type of assistance provided, the goal of a service is to provide a high-quality service to customers in a timely manner.
Service offices often also include various ITSM activities. For example, a service center generally includes ITSM activities that include service request management, incident management, knowledge management, self-service, and reporting. In general, there are also strong links to the problem and change management processes.
An IT service center helps customers resolve incidents or manage service requests, creates and manages service knowledge, provides self-service to customers who want to resolve incidents quickly and independently, and provides measurements on equipment and tool effectiveness. Service desks may include more or less than that, but the point is that they are a robust, service-oriented, customer-centric way of providing IT support to customers.
What is ITSM?
IT service management, often called ITSM, is simply how IT teams manage end-to-end service delivery to customers. This includes all IT service design, creation, delivery and support processes and activities. The core concept of ITSM is the belief that IT must be delivered as a service.
Due to their daily interactions with IT, people often interpret ITSM as basic IT support. Rather, ITSM teams monitor all kinds of technologies in the workplace, from laptops to servers and critical software applications.
ITSM generally consists of several basic processes, as defined by ITIL, the most widely accepted framework or approach for ITSM. These are some of these processes:
Service request management
Administrative knowledge
IT asset management
Incident management
Problem management
Change management
You will notice that some of these processes, such as IT asset management, problem management, and change management, are outside the scope of basic IT support. This is because the ITSM covers all the activities involved in providing IT to the company. Although the scope of ITSM is broad, help desks and help desks are defined in a much more limited way and represent only smaller parts of ITSM.
Service Desk vs help Desk: What’s the Difference?
The service desk is an evolution of the help desk, born out of the ITIL framework of ITSM best practices (formerly known as the IT infrastructure library), and based on the underlying concept of "managing IT as that service".
A help desk is born out of IT-centric computing (mainframe), while a service desk is born out of service-centric computing (the aforementioned approach taken by ITIL to provide IT as a service)
This may sound insignificant, but many argue that a helpdesk provides help, while a helpdesk provides a service, that is, that with a helpdesk, the goal is to provide service to end users with an appearance of customer service.
A helpdesk is considered to be troubleshooting (what ITIL calls incident management), while a helpdesk is there to help not only with troubleshooting but also with service requests (requests for new services ) and requests for information (such as "how to do X?"). Although there is no reason why a help desk cannot offer these additional features (aside from IT terminology trends).
A help desk was an addition to existing IT operations, while the help desk is part of an ecosystem of IT service delivery and IT support based on something called "the service life cycle". This is probably a great reason why the term helpdesk was used in ITIL helpdesk.
Those familiar with ITIL will state that a help desk is tactical, while a help desk is strategic. Of course, this will vary from one organization to another.
A help desk may be viewed by some as offering a subset of help desk capabilities, or may be described as limited in scope by statements such as "the evolution of help desk service 'support".
The Importance of Service Desk and Help Desk Tools
If your team takes the service desk approach, choosing the right service desk software for your organization is critical, as it is a foundation of ITSM. The service desk serves as the interface between customers and the IT team. Of course, features like knowledge management and reporting are critical in a service desk solution, but you’ll also want a service desk that's easy to use and set up, enables collaboration, and adapts to your needs. That way, your IT team can deliver excellent support - and value to the business - quickly.
And even if your team takes the help desk approach, having a tool that helps you keep track of what issues come up and who is solving them is crucial. With a dedicated help desk tool, your IT team can be more transparent, collaborative, and efficient.
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