IT service management

IT service management -- often referred to as ITSM -- is simply how IT teams manage the end-to-end delivery of IT services to customers. This includes all the processes and activities to design, create, deliver, and support IT services. The core concept of ITSM is the belief that IT should be delivered as a service.

Service desks often also include multiple ITSM activities. For example, a service desk usually encompasses ITSM activities that include service request management, incident management, knowledge management, self-service, and reporting. There are also usually strong links to problem and change management processes.

An IT service desk assists customers with incident resolution or service request management, it creates and manages departmental knowledge, it offers self-service for customers who want to resolve incidents quickly and independently, and it provides metrics on the team and the tool’s effectiveness. Service desks may include more or less than this, but the point is that they are a robust, service-focused, and customer-centric way of delivering help from IT to customers.

The service desk was an evolution of the help desk, born out of ITSM best practice framework ITIL (formerly known as the IT Infrastructure Library), and based on the underlying concept of “managing IT as a service.”


A help desk was an add on to existing IT activities, whereas the service desk is part of a service-based IT service delivery and IT support ecosystem built around something called “the service lifecycle.” Probably a big reason why the term service desk was used over the help desk in ITIL.

The service desk Service  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. 

Desk services

Every now and then someone will ask "What are the best sources of IT service management (ITSM) and service desk (and possibly even customer service) advise?" There are of course many paid-for information sources, such as an industry analyst firms, and while I might cheekily state that people should seek help and advice from their ITSM or service desk tool provider - I'll no doubt eventually get around to listing some of the best ITSM blog sites on the Internet.

Our IT help desk services are comprised of certified, US-based IT professionals. We offer high-quality business IT support desk and remote network monitoring services – every hour of every day. Much more support than a traditional desk, Dataprise's IT help desk services provide our customers with professional and immediate help desk support without the costly overhead. Our IT help desk services are available 24x7x365 via phone, email, web chat, or our secure web portal.

Dataprise offers three unique IT help desk services and help desk support options for organizations of all sizes requiring a full- or part-time support desk, an application or customer service desk, or a comprehensive technical service resource center. These IT help desk services include.

Based out of our Rockville, Maryland headquarters, with additional service locations dispersed throughout the country, including New York City, Philadelphia, Baltimore, and Washington, DC, our IT Help Desk Support utilizes the Dataprise Continuous Process Improvement (CPI) model which is based on the industry standard Information Technology Infrastructure Library (ITIL) Continuous Service Improvement framework. As an integral part of IT help desk service- also known as helpdesk support - our CPI model is adaptable to the specific needs of your organization and its employees.

Dedicated to providing an exceptional customer experience, the Dataprise Technical Engineering Center (TEC) is staffed 24x7 with certified and tenured engineers that are focused on solving your technical issues quickly and efficiently.

He best ITSM blogs offer help or make you think. But some blogs are the written-content equivalent of road movies, where you keep watching, expecting something exciting to happen, but they just finish with your left asking "Why?"
Interesting blog titles that mis sells the content - it's not necessarily click bait, it might just be a case of a really great blog title wasted on a "me" blog. But it's still five minutes of your life you won't get back.

What is IT Services help desk

As a full service IT and network consulting provider, The Logic Group can help. Whether it’s short-term or long-term, on-site or off-site, our experienced team has the knowledge and resources to fully support your organization’s IT and network needs.

Our IT helpline and network consulting services involve collaborative decision making, problem-solving, shared measurements and change management. And our expert team can closely define your needs to create a custom IT and network solution that will fit your unique requirements, schedule, and budget.

Our IT Consulting services provide three primary benefits:

Flexibility – We can adapt the scope of work to meet the changing needs of your business.

Modularity – As your needs evolve, we make it easy to add, remove or modify services.

Expertise – We have years of experience successfully managing short-term and long-term IT outsourcing programs.

A customer support software helps you keep track of user requests, communicate with customers, and deal with other customer support related issues better.

ServiceDesk Plus is a game-changer in turning IT teams from daily fire-fighting to delivering awesome customer service. It provides great visibility and central control in dealing with IT issue to ensure that businesses suffer no downtime.

Our services include corporate image management, hardware configurations, project management, mass hardware and software deployment, cost recovery for re-deployment and resale, and disposal.

A new ITSM help desk solution can fundamentally streamline IT, but it can do much more when combined with a change management strategy that doesn’t leave it underutilized. Building on the Ivanti Service Help Desk, Service Desk adds Change Management and Configuration Management to handle IT changes quickly and efficiently to ensure high levels of service availability and quality for your IT service desk software.

A key skill is to be able to fully understand and diagnose a specific incident in terms of business priority, and to take appropriate action to get this resolved, using available skills, knowledge, people, and processes. Support and development teams need to work in close collaboration with the service desk to present and deliver a ‘joined-up’ approach to users and customers.

The best sources of IT service management (ITSM) and service desk (and possibly even customer service) advice?" There are of course many paid-for information sources, such as industry analyst firms, and while I might cheekily state that people should seek help and advice from their ITSM or service desk tool provider - I'll no doubt eventually get around to listing some of the best ITSM blog sites on the Internet.

Look to better outcomes rather than the blind adoption of new processes or additional technology. So this is “we want to improve service quality and speed rather than just “we need self-service technology. Service desk staff require training and competency in both technical and business skills, especially customer services skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence.

Clients can call our toll free helpdesk support number at any time and be immediately connected to a trained professional ready and waiting to take their call. From resource identification to software troubleshooting and system checks, our global teams can swiftly establish the nature of your service request and initiate efficient incident and problem management with a proven, cost-effective managed approach.

24/7 Help Desk Services

The best sources of IT service management (ITSM) and service desk (and possibly even customer service) advice?" There are of course many paid-for information sources, such as industry analyst firms, and while I might cheekily state that people should seek help and advice from their ITSM or service desk tool provider - I'll no doubt eventually get around to listing some of the best ITSM blog sites on the Internet.

The service desk and its people are, there will always be issues that need escalation and underpinning support from other teams. Support and development teams need to work in close collaboration with the service desk to present and deliver a ‘joined-up’ approach to users and customers. 

We provide all clients access to our 24x7 Help Desk Services, manned by a team of trained experts on hand 24 hours a day, 7 days a week.


1. Determine what’s actually needed by your organization rather than following the herd. For instance, self-service might not be needed or it might never work given your company’s structure or culture. 

2. Understand what customer experience is. In particular, versus customer service, customer satisfaction, and user experience.

3. Look to better outcomes rather than the blind adoption of new processes or additional technology. So this is “we want to improve service quality and speed” rather than just “we need self-service technology.”

4. Distinguish between the things that have been proven, by others, to make a difference and those that are just “good ideas.” Remember the push for social IT a few years back? It still might work for your organization but it didn’t get anywhere close to widespread adoption.

5. Remember what your service desk capability is needed for. IT Helpline talks to people, processes, products (i.e. technology), and partners but we also need a fifth P here – purpose. It might be worth revisiting your service desk’s purpose, and how well you are meeting it, before looking to change for the better.

However efficient the service desk and its people are, there will always be issues that need escalation and underpinning support from other teams. Support and development teams need to work in close collaboration with the service desk to present and deliver a ‘joined-up’ approach to users and customers.

Service desk staff require training and competency in both technical and business skills, especially customer services skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence. A key skill is to be able to fully understand and diagnose a specific incident in terms of business priority, and to take appropriate action to get this resolved, using available skills, knowledge, people, and processes. 


Modern technology trends including cloud-services, the widespread use of 3rd party components in the IT ecosystem and advancements in discovery and monitoring capabilities have led to the integration of stand-alone helpdesk ticketing systems into more comprehensive ITSM platforms that serve as the hub of operations not just for the IT service desk, but the entire IT function