Are Service Desk and Help Desk the same thing? If not, what's the difference between the two? Actually, the difference depends on the IT support and company that uses it. Companies that market their software to be Service Desk or Help Desk might be contributing to the confusion on those two. Does it matter if you use the term help desk or service desk ? It does – as you might be underselling or overselling your capabilities.
When a company wants to be more tactical, and its ultimate goal is to solve immediate, technical needs and issues, they will most likely use an IT Help Desk. The IT Help Desk can be independent or part of a Service Desk software. We'll give some of the explanations why Help Desk is different from Service Desk:
If we're going to talk about an IT desk that is more strategic, the Service Desk is the best term for that. It focuses on the needs of a business rather than the customer's needs and requests. The ITIL defines the Service Desk (Service Operation) as the Single Point of Contact between the Service Provider and the clients. IT Help Desk is typically included in the Service Desk software to open possibilities for improvements within the company or organization. Meanwhile, here are some of the features and benefits of Service Desk for better understanding:
Given all of these facts, the difference between these two software will still vary to the user's liking. If you wish you get either of these programs, please visit our website for more details.