Which Is True Of Service Desks Run As Cost Centers?

What is service desk?

An IT service desk is a communications center that provides a unmarried point of contact (SPOC) between a visitor, its customers, employees and business partners.

The It service desk-bound assists throughout the entire product lifecycle and ensures that all users receive assist promptly.

The benefits of a service desk

The IT Infrastructure Library (ITIL) is a globally recognized collection of best practices for IT service management (ITSM).

This includes the set of processes used by IT teams for delivering the terminate product. ITIL defines the service desk as an essential ITSM tool that is part of the IT support ecosystem.

Service desks are designed to handle both incidents and service requests. An incident is an event that results in a disruption in service availability or quality. On the other hand, a service request seeks help with a routine task, such equally helping a user modify a password or getting a new user set up in work systems.

Other services provided may include change management, release management and configuration-related tasks.

ITIL, Information Technology Infrastructure Library — The Information Engineering science Infrastructure Library (ITIL) standard provides best practices for IT service management. It has evolved to address changing IT environments.

Service desks play a crucial role in business management. Here are some of the standard features and key benefits of a service desk:

Ticketing system. Ticket management creates a ticket each fourth dimension a user submits a back up asking. Service desk software besides conducts ticket routing and automation. This helps in the organization and handling of queries.
Customer service noesis base. Service desks create a database of information that promotes cocky-service. This knowledge management ensures that customers tin come here to get an answer to common queries.
Information technology asset management . This refers to the organization of a company'south assets for easier access to relevant information. It includes a configuration management database (CMDB) and asset valuation.
Automation . Solar day-to-day tasks are automated and escalated such that the team members can focus on valuable piece of work.
Service-level understanding ( SLA ) management. Management of tickets based on SLAs provides an efficient workflow.
Service catalog . This is an online catalog where the users have all the necessary information about the dissimilar services provided by the company.
Incident management . This manages unplanned incidents such that the customer bug are resolved quickly, and the typical workflow tin continue.

Popular IT service management frameworks — Pop ITSM frameworks include Vi Sigma, ITIL and COBIT.

The departure betwixt a help desk-bound and service desk

The service desk-bound is ane of three main options for client and/or user support. The other 2 SPOC entities are call centers and assist desks.

Service desks offering a wide range of services to satisfy business concern needs. Their focus is on solving more than problems in fewer steps. They enable the integration of concern processes into the direction infrastructure.

In contrast, the role of the Information technology help desk-bound is quite limited. The help desk serves equally a indicate of contact for end users to resolve existent-fourth dimension queries and satisfy user needs. Help desk-bound software streamlines this procedure. A call center, meanwhile, is only a centralized department that manages inbound and outbound calls from current and potential customers.

See choosing the right IT service management (ITSM) tool for digital era success , aligning ITSM efforts with overarching business goals and exploring artificial intelligence in ITSM and the tool options . Delve into how ITSM services on mobile devices power employees and boost service , the future of customer service and examples of AI in client service .

This was last updated in Jan 2022

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