What is an IT Service Desk –

The IT Help Desk Services center should be the main point of engagement between users and an IT organization. According to ITIL, the call center is the only point of contact (SPOC) between the service provider (IT) and the users of daily activities. A typical service center handles incidents (service interruptions) and service requests (routine service tasks), as well as user communications for items such as outages and planned service changes. A call center is usually large and is designed to provide the user with a single location to meet all of their IT needs. This makes the service desk a key role in facilitating the integration of business processes with the technological ecosystem and a broader service management infrastructure.

What is the serving table?

Service desk x Technical support

Social advantages

Best practices

Service center software

Where do IT services come from?

The IT support function was born in the late 1980s as an assistive capacity for solving IT problems. It was a highly technical function focused on technology and not on end-users. Early IT support services lacked the concept of SLAs or time-based goals for problem-solving. It wasn't until ITIL came on the scene in the 1990s, capturing best practices in IT service management, that the concept of a user-centric IT service center began to emerge. The service center was considered an essential part of "IT management as a service."

In the mid-1990s, research by Iain Middleton of Robert Gordon University revealed that the value came not only from a reactive response to user problems but also from the unique position of technical support to communicate daily. . with many customers or employees The information obtained on technical issues, user preferences and what satisfies users can be invaluable in planning and developing IT services.

With the release of ITIL v2 in 2001, the role of Service Desk and its role in incident and request management has become an essential component of IT service operations in many organizations. Over the decade, globalization and increasing pressures to reduce IT operating costs have led many organizations to centralize the functions of the IT Service Service with many attractive external support partners for their staff. Outsourced Help Desk of IT service center functions has led to greater standardization of processes and growth in the ticketing market for technical support.

Modern technological trends, including cloud services, the widespread use of third-party components in the IT ecosystem, and advances in discovery and monitoring capabilities have led to the integration of stand-alone ticketing assistance systems in platforms -forms. More complete items that serve as an operations center, not only for IT support but for the entire IT function. As businesses seek to modernize and move forward with digital transformation initiatives, the IT service center is evolving again to focus more on business, with greater awareness of data and processes of the market, becoming in many cases an integral part of business operations.