Help Desk Vs Service Desk Vs Desktop Support

What is the difference between service desk vs help desk.

Help desk vs service desk vs desktop support.

This will of course differ across organizations. Some key traits of the help desk include. A 24 7 noc service desk typically monitors the network and system security performance and backup processes. The help desk is more customer oriented.

They say a picture speaks a 1000 words. Acting as a single point of contact spoc for it support. 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. Those versed in itil will state that a help desk is tactical whereas a service desk is strategic.

Desktop support deals with end users and office equipment this service would include break fix and limited technical guidance and support usually offered remotely to support and fix any software related issues on a users computer and the company s networks phones and printers. 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. While both terms are often used interchangeably there are some notable differences.

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.