The IT helpdesk function was born in the late 1980s as a support capability to fix IT issues. It was a highly technical function focused on the technology rather than the end-users. Early IT helpdesks didn’t have the concept of SLAs or time-based targets for resolving issues. It wasn’t until ITIL came onto the scene in the 1990s, capturing IT Service Management best practices, that the concept of the user-centric IT service desk began to emerge. The service desk was seen as an essential part of “managing IT like a service”.
IT Service Desks focus only on supporting IT Services but handle both the reactive “help” services as well as supporting routine tasks like provisioning of resources, access management, etc. IT Service Desks may be physical locations that users can visit in-person or they may be remote operations like a call center. Those versed in ITIL may say that the help desk service is tactical while a service desk is strategic – this will vary across organizations.
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.
Provide IT service and support without the cost and complexity of traditional ITSM solutions. Our affordable and transparent pricing lets you get started quickly and deliver value fast. Spin up new services with Jira Service Desk’s intuitive, codeless setup and configuration.A service desk is a communications center that provides a single point of contact (SPOC) between a company and its customers, employees, and business partners. The purpose of a service desk is to ensure that users receive appropriate help in a timely manner.
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.
The Information Technology Infrastructure Library (ITIL) defines the service desk as an essential information technology service management (ITSM) tool. ITIL is a globally recognized collection of best practices for IT service management.
The IT help desk is typically seen as more tactical, with the primary goal of helping to quickly resolve end-users’ immediate needs and technical issues and incidents. The help desk is reactive in nature but is expected to be efficient and speedy. The IT help desk can be separate from or part of a larger service desk operation to improve the overall organization’s customer services.
IT Service Desks focus only on supporting IT Services but handle both the reactive “help” services as well as supporting routine tasks like provisioning of resources, access management, etc. IT Service Desks may be physical locations that users can visit in-person or they may be remote operations like a call center. Those versed in ITIL may say that the help desk service is tactical while a service desk is strategic – this will vary across organizations.
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.
Provide IT service and support without the cost and complexity of traditional ITSM solutions. Our affordable and transparent pricing lets you get started quickly and deliver value fast. Spin up new services with Jira Service Desk’s intuitive, codeless setup and configuration.A service desk is a communications center that provides a single point of contact (SPOC) between a company and its customers, employees, and business partners. The purpose of a service desk is to ensure that users receive appropriate help in a timely manner.
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.
The Information Technology Infrastructure Library (ITIL) defines the service desk as an essential information technology service management (ITSM) tool. ITIL is a globally recognized collection of best practices for IT service management.
The IT help desk is typically seen as more tactical, with the primary goal of helping to quickly resolve end-users’ immediate needs and technical issues and incidents. The help desk is reactive in nature but is expected to be efficient and speedy. The IT help desk can be separate from or part of a larger service desk operation to improve the overall organization’s customer services.
No comments:
Post a Comment