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.
