Difference Between Service Desk Vs. Help Desk

 

What is the Service Desk?

The ITIL definition of a service center is as follows: "The single point of contact between the service provider and the users. A typical service center handles incidents and service requests and also manages communication with users. "

This definition may seem a little formal and vague, so here is a more natural way to express it: a service center is a communication center where customers (for example, employees or other interested parties) can find help. Help with their customers. IT service providers. As the definition of the ITIL service center indicates, this assistance can take the form of incident resolution or processing of service requests. Still, whatever type of support is provided, the objective of services is to provide high-quality service to customers promptly.

The service tables also include various ITSM activities. For example, a service center typically encompasses ITSM activities, which 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 call center helps customers resolve incidents or manage service requests, creates and manages service knowledge, provides self-service to customers who want to resolve conflicts quickly and independently, and provides personnel measures and the effectiveness of the tool. Service desks can include more or less than that, but the point is that they are a robust, service-oriented, customer-centric way of providing IT assistance to customers.

What is the help desk?

As defined by Merriam-Webster, a helpdesk is "a group of people who provide general help and information for electronic or computer problems." Given that definition, it may seem at first glance that there is little difference between technical support services and services. Still, the missing keyword here is "customer." While the primary objective of technical support is simply to troubleshoot, the primary goal of technical support is to provide services to your customers or users. Particular emphasis is placed on service delivery and customer orientation on missing services in support services.

And while technical support services are often limited to a single ITSM activity (in particular, incident management or problem-solving process), professional support services cover the broader 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 technical support and technical support, don't worry. The distinction may indeed seem a bit difficult, so we try to clarify it by analyzing all the differences between them below.

The service center was an evolution of technical support, born out of the ITSM ITIL best practice framework (formerly known as an IT infrastructure library) and based on the underlying concept of "managing IT as a service "

A help desk was born from centralized IT (mainframe), while a service desk was born from IT centered on service (the approach proposed by ITIL mentioned previously to provide IT as a service).

This may seem insignificant, but many would say that a call center provides help. In contrast, a service center provides services, i.e., a service center focuses on assisting end-users with a special appearance of customer service.

Technical support is seen as focused on repairing breakdowns (what ITIL calls incident management), while technical support is there to help not only repair malfunctions but also service requests (requests for new services )) and requests for information (such as "How to do X?"). However, there is no reason why technical support cannot offer these additional features (in addition to trends in computer terminology).

Read More – Help Desk Services