Service desks and help desks are related and overlap in some areas, but they also differ. A help desk is set up to respond to all the negative events that can happen to IT users: users can’t get into the network, an application won’t boot, users can’t print, etc. Basically, a help desk is a triage for negative events.
A service desk takes a holistic approach to end-users’ needs by addressing virtually everything that happens within an IT environment—positive and negative. For example, when a new person is hired, which is a positive event, the service will generate the tickets to get that person a laptop and access to all the necessary networks and databases. Service desks handle adds, moves, and changes.
A service desk provides an organization to the people who are the liaisons between the technology and the users of the technology. Implementing a service desk will help your organization take the next step in addressing needs to more closely align technology services with business objectives.
According to Gartner’s IT Key Metrics Data 2013: Key Infrastructure Measures: IT Service Desk Analysis: