Help Desk and Service Desk are names that are often interchanged in IT. But, have you ever thought, what does Help Desk and Service Desk mean—and how do they differ?
In this article, I’ll take you through the different characteristics of Help Desk and Service Desk, and by analyzing the discussed points, you will be able to understand which tool best suits you and your organization.
A helpdesk is useful when a service needs to be provided for customers (mostly IT users and employees, both inside and outside of an organization). This service needs a multi-threaded troubleshooting approach to maximize its benefits.
Case management - Ensures all tickets are addressed and resolved in a timely manner. Further, this helps prevent tickets from being overlooked by technicians.
Asset management - Keeps asset information up-to-date. In turn, making it easier for technicians to quickly address and complete tickets. Moreover, you gain access to knowledge base articles related to the issue raised.
SLA’s - These are associated with help desk, but are not business oriented. Rather, they are technology focused. For example, SLA’s like - % of space left in the storage.
Service Desk comes into the picture when technicians or business administrators need service and or coordination in the IT department. Any business that might integrate with IT for their business needs will then likely need Service Desk in place. In a nutshell, service desk is the point of contact for all IT-related requests and is much more complex and integrated than help desk.
Service Desk provides:
Incident management - Helps customers get back on track (in a productive state), as soon as possible. This can be done by passing information, work around for the issue, or by resolving the issue.
Problem management - Helps customers to identify the root cause of a reported issue.
Change management - Helps making orderly changes to IT infrastructure.
Configuration management - Helps to organize the assets change requests in organizations. The service desk also maintains the Configuration Management Database (CMDB), where all configuration data is saved.
Service desk also helps in the design, execution and maintenance of SLA’s (Service Level Agreement) and OLA (Operating Level Agreements).
So, which is best for you? Take a look below at a few more things to consider when choosing Help Desk or Service Desk:
To provide excellent technical support.
To provide excellent incident management.
To solve problems efficiently and effectively.
Customer to be back up and running to productivity ASAP.
To have a single point of contact for all technical issues.
Have ITIL framework for IT processes.
IT infrastructure changes to happen in an informal process.
IT processes to be formally defined.
Keep track of the IT assets in the network.
Keep track of configuration changes and the relationships among them using CMDB.
Define to customer how you will solve the issue.
Define only SLA and OLA to customers.
Well, I hope this article helped you get a better understanding on which solution is best for you or your organization. Also, please feel free to fill in more interpretations about the differences between Help Desk and Service Desk in the comments below.