Service Desk Vs Help Desk Itil

Itil is most widely adopted set of best practices for it service management itsm.

Service desk vs help desk itil. 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. Service desk focus client strategy as the single point of contact between users and it service management a service desk follows itil v3 best practices that not only deliver services with software and defined processes but that focus. Help desk vs service desk a visual representation. Bigger than a help desk manages it as a service.

According to itil terminology a service desk is the single point of contact between the service. Below are the key differences between service desk and help desk. Some would argue that help desk and service desk aren t that different and looking into history the terms were often used interchangeably throughout the 2000s. Although i do sometimes wonder whether we talk more about the itsm tool in many ways the desk rather than what we achieve through using the tool.

Help desk meant for helping end users in using it services or components. There are definitions that separate the terms service desk and help desk. However thanks to itil it service management itsm best practice in the main most of us working in it support now like to talk about the it service desk rather than the it help desk. A few years ago the itil purist in me would have argued that help desks and service desks are two completely different beasts.

The concept of help desk was born of around 1980s whereas the concept of service desk was evolved after the popularity of itil. Now i am inclined to say that the distinction is probably more semantics than anything else. The itil strategy is to treat the business as a customer and deliver service in a manner that achieves the best outcome. They say a picture speaks a 1000 words.

Still many out there say that a help desk and a service desk are not the same so in this article i will explore the differences and similarities between help desks and. Itil information technology infrastructure library sets de facto detailed practices for it service management that focuses on aligning it services with the needs of the business. Service desk a primary it service for it service management itsm. But the important thing to remember is this.

In this case our dictionary is the information technology infrastructure library itil. Itil is a comprehensive framework of best practices for it service management. The help desk feeds into the service desk with a tactical day to day role in responding to end user needs. The service desk concept originated from the information technology infrastructure library itil framework.