IT Service Desk was designed to become the main point of interaction between users and the IT organization. According to ITIL, a support service is a single point of contact (SPOC) between a service provider (IT) and users for daily activities. A typical help desk handles incidents (service interruptions) and service requests (common maintenance tasks) and also processes user interactions for things like failures and planned changes to services.
A call center is typically large in size and designed to provide the user with a single location for all of their IT needs. As a result, the service center plays an essential role in facilitating the integration of business processes with the technological ecosystem and the broader service management infrastructure.
Where do IT services come from?
The IT support function was born in the late 1980s as a support resource for solving IT problems. It was a highly technical function focused on technology and not on end users. Early IT support services did not have the concept of SLAs or time targets to resolve problems. It was not until ITIL entered the scene in the 1990s, capturing IT service management best practices, that the concept of a user-centric IT service center began to emerge. The service center was seen as an essential part of "IT management as a service"
In the mid-1990s, research by Iain Middleton of Robert Gordon University revealed that the value came not only from a responsive response to user problems, but also from technical support's unique position to communicate on a daily basis. with many customers or employees The information obtained on technical issues, user preferences and what satisfies users can be invaluable in planning and developing IT services.
With the launch of ITIL v2 in 2001, the Service Desk role and its role in incident and request management became a major component of IT service operations in many organizations. Over the decade, globalization, coupled with growing pressure to reduce IT operating costs, has led many organizations to centralize the functions of the IT service center with many third-party support partners to hire them. The outsourcing of computer call center functions has led to greater standardization of processes and the growth of the software market known as technical support.
Modern technological trends, including cloud services, widespread use of third-party components in the IT ecosystem, and advances in discovery and monitoring capabilities have led to the integration of stand-alone help desk ticketing systems into platforms. shapes. More complete ITSMs that serve as an operations center, not only for the IT helpdesk, but for the entire IT function. As businesses seek to modernize and move forward with digital transformation initiatives, the IT service center is evolving again to focus more on business, with better knowledge of data and business processes. enterprise, becoming in many cases an integral part of business operations of enterprises.
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