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.
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.
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