Service Desk Vs Help Desk

For this reason help desk products are sometimes cataloged under customer service.

Service desk vs help desk.

In some ways a service desk is an evolved help desk but it s more than that. A lot of it pundits analysts and our own customers argue that there s no significant difference between the service desk and help desk. It s not just about fixing stuff but also about adding new services and maintaining the existing. So while it would contain an it help desk for it teams the service desk would also support end users.

The help desk is an it dependency while service desk is much focused on it service centricity. The term help desk can also refer to an external technical support operation. The it help desk can be independent or part of a service desk software. Help desk is a subset of a service desk.

The help desk provides help and solutions whereas a service desk provides service. Some would argue that help desk and service desk aren t that different and looking into history the terms were often used interchangeably throughout the 2000s. For most a service desk is an evolved version of a help desk created in an itil mold. To put it simple service desk is a more strategic term than help desk.

To differentiate the two it s very important to look at where they originated and how they were defined back then the early 1980s. The service desk is the supportive environment that has grown up around the original help desk concept. But the important thing to remember is this. A help desk can be thought of as an add on to existing it activities whereas the service desk is thought to be a part of the entire it service delivery lifecycle and it support ecosystem.

Bigger than a help desk manages it as a service. A service desk looks at the wider business needs and context rather than being solely focused on resolving the user s needs as a help desk does. The itil definition of the service desk service operation is the single point of contact between the service provider and the users. According to itil terminology a service desk is the single point of contact between the service.

Technical support service desks. We ll give some of the explanations why help desk is different from service desk. The help desk feeds into the service desk with a tactical day to day role in responding to end user needs. Help desk vs service desk.

Itil information technology infrastructure library sets de facto detailed practices for it service management that focuses on aligning it services with the needs of the business. It help desk vs. According to itil v3 help desk is a tactical move by the corporate to facilitate quick resolution to incidents whereas service desk is a part of. While help desk provides help service desk provides a service which in turn includes help of course.