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Many organizations today have implemented some level of a help desk.

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. 

Statistics

According to Gartner’s IT Key Metrics Data 2013: Key Infrastructure Measures: IT Service Desk Analysis:

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