Joined: Mar 04, 2008 Posts: 1893 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.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum