Managing' the transition from Help Desk to Service Desk

Forum to discuss ITIL issues and disciplines covering Service Delivery.
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mlogic
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Mon Nov 18, 2013 8:18 pm

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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Thu Jun 19, 2014 4:18 am

They are one and the same thing, surely?

You say tomato, I say tomato etc
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AmberaConsulting
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Fri Jun 20, 2014 12:15 am

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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