Why Does the Difference Between Help Desk and Service Desk Matter?

In practice, not everyone follows the naming conventions accepted when appointing the department responsible for IT services in your organization. Organizations that take advantage of information technology need a dedicated support team that can handle calls, resolve tickets and fulfill IT-related requests and can be called help tables, service tables, technical support, call centers or other names . Some help tables also perform some of the functions associated with service tables: they manage certain types of service requests, facilitate changes, etc. Thus occupying the space between a dedicated response team and a service table fully compatible with ITIL.

Often, the distinction between the help desk and the service desk is reduced to the maturity and size of the organization. Small organizations that are only developing their IT service capabilities may call themselves a help desk, but larger organizations that have established ITIL compliance and expanded their capabilities beyond incident management and compliance with Applications are much more likely to use the name of the service desk, reflecting their ITIL compliance and extensive IT capabilities.

In the end, we still believe it is important to use these terms correctly when describing the function of an IT group.

The idea of ​​a service desk that manages incident reporting and communication while trying to advance business objectives with IT integration is closely related to ITIL and the accepted ITSM framework, while the help desk comes from an old paradigm that focuses mainly on ticket management and resolution. The two are not the same and using them interchangeably could mean that you are overestimating or underestimating the capabilities of the system.

Also read : the help desk company