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ITIL :: View topic - difference between a Service desk and a help desk
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difference between a Service desk and a help desk

 
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vman
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Joined: Jul 06, 2009
Posts: 11

PostPosted: Thu Apr 15, 2010 10:47 pm    Post subject: difference between a Service desk and a help desk Reply with quote

What is the difference between a Service desk and a help desk

I cannot seem to get a straight answer
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

PostPosted: Thu Apr 15, 2010 10:57 pm    Post subject: Reply with quote

So why did you come here

You obviously know you wont get one here either

ba-da bump

but basically the terms are interchangable or can be

help desks usually devolve to help(less) desks when the perception is that the HD does not do anything or can do anything

a service desk usually means the team does more than call and flog
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu Apr 15, 2010 11:32 pm    Post subject: Reply with quote

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
or
b) the organization, in a cost cutting exercise, dumps more roles on it
or
c) it is suddenly realized that it has all along being doing a lot more than a "mere" help desk and actually is important
or
d) any restructuring (however panicky or ill-conceived) wants to give the impression of being about improvement and modernization
or
e) to break with the past in a transition exercise
or
f) to align with "industry" standard terminology
or
g) when it is given a genuinely service oriented role beyond just responding to cries for help
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vman
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PostPosted: Sat Apr 17, 2010 7:45 am    Post subject: Reply with quote

HI UKVIKING

You were right but thaks for the help!


Voldy
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asrilrm
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Joined: Oct 07, 2007
Posts: 441
Location: Jakarta, INA

PostPosted: Wed Apr 21, 2010 10:04 am    Post subject: Reply with quote

Hi,

I would assume that you haven't bought the ITIL books (V2 SS blue book or V3 Service Operations book), because both have chapters or sections about Service Desk and the difference with Help Desk.

Cheers,
Asril
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vman
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Posts: 11

PostPosted: Wed Apr 21, 2010 10:13 am    Post subject: Reply with quote

10 points you are correct!

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
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asrilrm
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Joined: Oct 07, 2007
Posts: 441
Location: Jakarta, INA

PostPosted: Wed Apr 21, 2010 1:52 pm    Post subject: Reply with quote

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.

Cheers,
Asril
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