Help Desk Vs Service Desk Vs Desktop Support

Those versed in itil will state that a help desk is tactical whereas a service desk is strategic.

Help desk vs service desk vs desktop support.

This will of course differ across organizations. The help desk is more customer oriented. 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. 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.

The help desk has interaction with the end user or someone representing the end user to directly respond and resolve technical problems as they arise. Acting as a single point of contact spoc for it support. While both terms are often used interchangeably there are some notable differences. What is the difference between service desk vs help desk.

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. Help desk vs service desk a visual representation. The it help desk can be separate from or part of a larger service desk operation to improve the overall organization s customer services. A 24 7 noc service desk typically monitors the network and system security performance and backup processes.

The help desk is reactive in nature but is expected to be efficient and speedy.