Help Desk Vs Service Desk Vs Desktop Support

Acting as a single point of contact spoc for it support.

Help desk vs service desk vs desktop support.

A help desk might be considered as offering a subset of service desk capabilities by some or be qualified as limited in scope by statements such as the evolution of help desk to the service. Those versed in itil will state that a help desk is tactical whereas a service desk is strategic. The help desk is reactive in nature but is expected to be efficient and speedy. They say a picture speaks a 1000 words.

The service desk s origins were based on the underlying concept of managing it as a service a service desk typically manages incidents and service requests directly with the users. Help desk vs service desk a visual representation. Building on what was said previously a help desk is centered around the existing needs of the it team whereas a service desk is built for what itil defines as the service lifecycle consisting of 28 processes. This will of course differ across organizations.

While both terms are often used interchangeably there are some notable differences. Some key traits of the help desk include. A 24 7 noc service desk typically monitors the network and system security performance and backup processes. The help desk is more customer oriented.

The it help desk can be separate from or part of a larger service desk operation to improve the overall organization s customer services.