services help desk
Provide IT service and support without the cost and complexity of traditional ITSM solutions. Our affordable and transparent pricing lets you get started quickly and deliver value fast. Spin up new services with Jira Service Desk’s intuitive, codeless setup and configuration. Start with ITIL best practices out-of-the-box and easily adapt your service management processes to match the way your teams work. Tailor service delivery to your organization’s specific needs with our rich ecosystem of integrations and marketplace apps.
The IT Service Desk is intended to be a primary point of engagement between users and an IT organization. According to ITIL, the service desk is the single point of contact (SPOC) between the service provider (IT) and users for day-to-day activities. A typical service desk manages incidents (service disruptions) and service requests (routine service related tasks) along with handling user communications for things like outages and planned changes to services help desk. A service desk typically has a broad scope and is designed to provide the user with a single place to go for all their IT needs. This results in the service desk playing a pivotal role in facilitating the integration of business processes with the technology ecosystem and broader service management infrastructure.
The IT helpdesk function was born in the late 1980s as a support capability to fix IT issues. It was a highly technical function focused on the technology rather than the end-users. Early IT helpdesks didn’t have the concept of SLAs or time-based targets for resolving issues. It wasn’t until ITIL came onto the scene in the 1990s, capturing IT Service Management best practices, that the concept of the user-centric IT service desk began to emerge. The service desk was seen as an essential part of “managing IT like a service”.
Modern technology trends including cloud-services, the widespread use of 3rd party components in the IT ecosystem and advancements in discovery and monitoring capabilities have led to the integration of stand-alone helpdesk ticketing systems into more comprehensive ITSM platforms that serve as the hub of operations not just for the IT service desk, but the entire IT function. As companies seek to further modernize and pursue Digital Transformation initiatives, the IT Service Desk is evolving again to become more business-centric, with greater awareness of business processes and data – in many cases becoming an integrated part of companies’ business operations.
Companies often use the terms “call center”, “helpdesk” and “service desk” interchangeably which can lead to some confusion. ITIL regards call centers and helps desks as limited kinds of service desks, offering only a portion of what a service desk offers. With ITIL taking a service-centric perspective and focusing on IT, this makes sense. For many companies, the ITIL definition doesn’t align with operational practices making the distinction is much more complicated. Here are explanations of the helpdesk and contact center functions to help in providing a contrast with an IT Service desk.
The IT Service Desk is intended to be a primary point of engagement between users and an IT organization. According to ITIL, the service desk is the single point of contact (SPOC) between the service provider (IT) and users for day-to-day activities. A typical service desk manages incidents (service disruptions) and service requests (routine service related tasks) along with handling user communications for things like outages and planned changes to services help desk. A service desk typically has a broad scope and is designed to provide the user with a single place to go for all their IT needs. This results in the service desk playing a pivotal role in facilitating the integration of business processes with the technology ecosystem and broader service management infrastructure.
The IT helpdesk function was born in the late 1980s as a support capability to fix IT issues. It was a highly technical function focused on the technology rather than the end-users. Early IT helpdesks didn’t have the concept of SLAs or time-based targets for resolving issues. It wasn’t until ITIL came onto the scene in the 1990s, capturing IT Service Management best practices, that the concept of the user-centric IT service desk began to emerge. The service desk was seen as an essential part of “managing IT like a service”.
Modern technology trends including cloud-services, the widespread use of 3rd party components in the IT ecosystem and advancements in discovery and monitoring capabilities have led to the integration of stand-alone helpdesk ticketing systems into more comprehensive ITSM platforms that serve as the hub of operations not just for the IT service desk, but the entire IT function. As companies seek to further modernize and pursue Digital Transformation initiatives, the IT Service Desk is evolving again to become more business-centric, with greater awareness of business processes and data – in many cases becoming an integrated part of companies’ business operations.
Companies often use the terms “call center”, “helpdesk” and “service desk” interchangeably which can lead to some confusion. ITIL regards call centers and helps desks as limited kinds of service desks, offering only a portion of what a service desk offers. With ITIL taking a service-centric perspective and focusing on IT, this makes sense. For many companies, the ITIL definition doesn’t align with operational practices making the distinction is much more complicated. Here are explanations of the helpdesk and contact center functions to help in providing a contrast with an IT Service desk.
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ReplyDeleteWhat’s driving demand? Social, economic, and attitudinal change. Research in this field focuses on “how to create value for society, as well as value for profits and returns,” says Sabatier.
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Corporate social responsibility (CSR) has similarly been a ‘hot’ topic for some time now, but the course leaders say it remains a key priority for research.