What Is Primary Difference Between A Help Desk And A Service Desk

Users of our service desk – Freshservice – often bombard me with i question: "What's the departure between service desk and help desk?".

Can the two words exist used interchangeably? Practise you need both or tin can you manage with one of these?

In today's twenty-four hours and age, the definition of service desk and help desk-bound is left to one's ain estimation. The reason? How you define them varies according to the size of your organization, the maturity of your processes, and the needs of your concern (and customers).  Nosotros will try and get to the crux of help desks and service desks with definitions, differences, and some examples.

Help Desk Vs Service Desk-bound

A lot of It pundits, analysts and our own customers argue that there'south no meaning difference betwixt the service desk and help desk. To differentiate the 2, it'south very important to await at where they originated and how they were defined back then (the early 1980s)

• Help desk as we knew it and then was designed to focus more on fixes and troubleshooting It problems. The focus was on the It teams and NOT the finish user. Since the primary goal was to help Information technology teams (and not finish users) there was no cap on timelines (Read: SLA), and naught to govern priority or urgency.
• According to the ITIL glossary that came out in 2011 – A service desk is "The unmarried indicate of contact between the service provider and users. A typical service desk-bound manages incidents and service requests and also handles communication with the users".

Merely put, a help desk-bound is a subset of a service desk.

Here are a few more than apply cases and explanations to help us understand this better.

• A service desk was born out of the need to provide an IT service to cease users (as pointed out past ITSM glossary). A help desk-bound is a subset of a service desk with a focus on solving/easing tasks for Information technology teams.
  
• Help desks are designed for solving 'incidents' (or immediate/exceptional fixes), whereas a service desk is focussed on service requests (laptops, new employee onboarding etc.), self-help articles (How practice I set up my printer?), and other communication channels (chat, phone, e-mail, walk-in) between IT teams and finish-users.
• Edifice on what was said previously, a assist desk-bound is centered around the existing needs of the IT team, whereas a service desk is built for what ITIL defines as the "Service lifecycle" consisting of 28 processes.

Assistance Desk Vs Service Desk – A visual representation

They say a picture speaks a 1000 words. Let me try and intermission down the differences pictorially.

As y'all can see, ITSM is the blanket that covers annihilation and everything related to communication/service exchange between It teams and finish users (and amongst themselves).

ITSSM – An abridgement of IT service support management (A term coined by Gartner) covers the about mutual concepts like:

1. Incident and Trouble direction,
2. Change, Configuration, and Release management
3. Service request
4. Noesis management

A service desk hence becomes an enabler/ways that fulfills these requirements to provide a full-fledged IT 'service'. Nevertheless, it'south pivotal for a service desk-bound tool to have additional capabilities like self-service, reporting, asset direction among others.

And finally, a assist desk is a subset of a service desk-bound with a focus just on incident management.

Cover analogy by Srinivas Dhotre

Source: https://freshservice.com/itsm/help-desk-vs-service-desk-blog/

Posted by: morrislible1943.blogspot.com

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