Before 2017, the terms help desk (IT help desk) and service desk (IT service desk) still meant the same thing. Since the introduction of ITILv3 (Information Technology Infrastructure Library 3), the ITSM industry has changed this approach. But for ordinary users, the difference between the two is still vague. According to the ITIL v3 description of the two terms, there are some key differences between the help desk and the help desk
The help desk is user-centric, and the service desk is business-centric
. The core function of the help desk is to handle events and service requests. The help desk restores the service to its normal state as soon as possible by processing the entire life cycle of the request, so as to quickly solve the problems faced by users. Therefore, the help desk is basically limited to end users.
Relatively speaking, the help desk is more comprehensive in nature. The service desk is aligned with the business objectives of the organization and manages information delivery by using processes that follow ITIL best practices. In short, the help desk aims to focus on best practice processes and business goals.
The help desk is self-contained and the service desk is an integrated
IT Help desk is an independent solution that focuses on the processing of work orders and events.
Help desks usually use SLA and self-service portals to provide basic incident & problem management capabilities.
However, the IT service desk is a more complex system with complete IT management functions.
The service desk is integrated with other IT and non-IT management applications, so it can provide more advanced services, such as change management, asset management, network monitoring, CMDB, etc.
Help desks are passive in nature, and service desks are more proactive.
IT help desks usually provide support to end users. This passive model determines that the help desk is primarily responsible for problems that arise in daily IT operations.
The IT service desk is more proactive because it not only ensures that IT operations are carried out normally, but also ensures normal operation in the future.
Although the service desk also performs many responsive tasks, the main function is to proactively ensure that IT services are always in a normal state and support the business as needed.
The help desk is for end users and the service desk is for technicians and end users. The
IT help desk allows users to submit work orders for support. IT service desk provides users with more other services, such as knowledge base and self-service portal.
The service desk also provides functions such as change and asset management. These functions are more complex and are services for technicians.
The help desk is a subset of the service desk.
Although the IT help desk can exist as a standalone service, it can provide support to end users. However, the service desk can not only provide basic incident and problem management, but also provide more complex services. Therefore, most organizations choose to use the help desk as part of the help desk.
About ServiceDesk Plus
ManageEngine's flagship product, ServiceDesk Plus, is an ITIL-based IT service desk software that is widely used by ITSM professionals worldwide.
ServiceDesk Plus has industry-certified best practice ITSM features, easy-to-use features, and a local version of mobile APP. ServiceDesk Plus uses the latest technology to provide end users with world-class services, helping IT support teams reduce costs and complexity.
The software is available in cloud and local versions, offering three versions and more than 30 different languages.
More than 120,000 business organizations in 185 countries trust and use ServiceDesk Plus. They optimize IT service desk performance and prepare for the future development of IT service management business.