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ITIL :: View topic - Managing' the transition from Help Desk to Service Desk
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Managing' the transition from Help Desk to Service Desk

 
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mlogic
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Joined: Nov 18, 2013
Posts: 3

PostPosted: Tue Nov 19, 2013 11:18 am    Post subject: Managing' the transition from Help Desk to Service Desk Reply with quote

Hi

I need to do a presentation on this.

Can someone advise what’s is expected in ‘Managing' the transition from Help Desk to Service Desk ?

Any advice welcome.

Regards,


Mike
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ChangingMan
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Joined: Apr 28, 2014
Posts: 26

PostPosted: Thu Jun 19, 2014 6:18 pm    Post subject: Reply with quote

They are one and the same thing, surely?

You say tomato, I say tomato etc
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AmberaConsulting
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Joined: Jun 04, 2014
Posts: 5

PostPosted: Fri Jun 20, 2014 2:15 pm    Post subject: Reply with quote

There is no much difference, but ideal help desk only does gathering of information from customer and assigns ticket to right resolution group.

Service desk provides L1 support, there are SLAs defined like First call resolution etc. So setting up knowledge management process is very important. This enables quick resolution and better customer satisfaction.

It depends on what you wanna do and how you wanna define this function in various processes, terms really doesn't matter.
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