Joined: Mar 04, 2008 Posts: 1890 Location: Helensburgh
Posted: Thu Apr 15, 2010 11:32 pm Post subject:
The distinction is perfectly clear ... but totally different in different circumstances.
A Help Desk gets its name changed to Service Desk when:
a) there is a desire to change the image and appear more "service" centric
b) the organization, in a cost cutting exercise, dumps more roles on it
c) it is suddenly realized that it has all along being doing a lot more than a "mere" help desk and actually is important
d) any restructuring (however panicky or ill-conceived) wants to give the impression of being about improvement and modernization
e) to break with the past in a transition exercise
f) to align with "industry" standard terminology
g) when it is given a genuinely service oriented role beyond just responding to cries for help _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
I am trying currently in charge of hardware break fix service support
my company is presently pursuing a managed service strategy I am now in charge of RIM section ,I'm trying to educate myself as much as possible BUT using itil as my guide to drive continuous improvement.
I have purchase
Service Support (It Infrastructure Library Series) (Part 15)
Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter
ITIL V3 Foundation Handbook - Pocketbook from the Official Publisher of ITIL
so far right now I'm evaluating our present situation as it relates to RIM would keep you posted
Joined: Oct 07, 2007 Posts: 441 Location: Jakarta, INA
Posted: Wed Apr 21, 2010 1:52 pm Post subject:
Ouch, in this case I couldn't bring in the complete definition of the SD from either book but the explanation Viking and Diarmid have given should provide clues, I just want to emphasize.
Service Desk is extensive Help Desk by a lot, that's all I can say.
Addition from me, ITIL Service Desk needs to have Incident Management process in place, otherwise it's just another Help Desk.
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