The IT services office should be a primary point of contact between users and an IT organization. According to ITIL, the service office is the central point of contact (SPOC) between the service provider (IT) and users for daily activities. A typical service desk manages incidents (service interruptions) and service requests (routine service tasks), as well as communication with users for planned service failures and changes. A service desk usually has a broad spectrum and should provide the user with a central place to meet all IT requirements. As a result, the service bureau plays a key role in simplifying the integration of business processes into the technological ecosystem and into a broader service management infrastructure.
Where did the IT offices come from?
The IT support function was developed in the late 1980s as a support function to address IT issues. It was a high tech feature focused on technology and not end users. Early IT support services did not have the concept of SLAs or time-based goals for problem solving. It was only when ITIL entered the market in the 1990s and surprised the best practices for managing IT services, the concept of user-centered IT service began to evolve. The service bureau was considered an integral part of “IT management as a service”.
In the mid-1990s, study by Iain Middleton found that value was not only due to the response to user issues, but also to the unique position of supporting daily communications with numerous customers or employees. Information about technical issues, user preferences, and user satisfaction can be helpful in planning and developing IT services.
With the release of ITIL v2 in 2001, the Service Desk role and its role in managing incidents and requirements has become one of the core components of the IT service operations in many organizations. Over the decade, globalization and increasing pressure to lower IT operating costs has led many companies to centralize IT service desk functions and deploy them to many third-party support partners. The outsourcing of IT service office functions has led to further process standardization and market growth for support ticketing software.
Modern technological trends, including cloud services, the widespread use of third-party IT ecosystem components, and advances in discovery and monitoring capabilities have led to the integration of standalone ticketing systems into more comprehensive ITSM platforms that serve as a hub. Operations. Not just for the IT service desk, but for the entire IT function. As companies seek to modernize and continue digital transformation initiatives, the IT Service Desk is re-evolving into a more business-centric business with greater awareness of business processes and data – in many cases becoming an integral part of our business operations. Companies.
What is the difference between an IT service desk and a support desk or call center?
Companies often use the terms “call center”, “help desk” and “service service” synonymously, which can lead to confusion. ITIL considers call centers and support offices as limited types of services that offer only part of what a service desk offers. Because ITIL has a service-oriented perspective and focuses on IT, this makes sense. For many companies, the definition of ITIL is not in line with operational practices, which makes the distinction much more complicated. Here’s an explanation of how the Help Desk and Contact Center work in contrast to an IT service.
A help desk is a resource that provides the customer or internal user with information and support related to a company’s processes, products and services. The purpose of a help desk is to provide a centralized resource to answer questions, solve problems and solve known problems. Common examples of helpdesk include: Technical Support Center, product support / warranty features, employee benefit offices, and Service Center. Support assistance can be done through a variety of channels, including physical locations, toll-free numbers, websites, instant messaging and email.
A call center or contact center is essential for managing contacts and interactions with customers. Office that handles a large number of requests, usually over the phone (but may include letters, faxes, social media, instant messages or emails). Incoming call centers are often used for product support, customer service, order processing and 24×7 telephone services. Outbound call centers are used, for example, for telemarketing, debt collection and market research. A company can have several call centers that accept different fields of activity (including IT) and can be managed either internally or through a third party agency.
As you can see, there are many overlaps between definitions for support, call centers, and IT service bureaus. The distinction between them really focuses on what the function covers and how they are structured:
A help desk focuses on supporting “help” and “repair pauses”. Support services do not have to be IT-centric and can be used to support exceptions to normal operations across the enterprise. These can be either physical sites that interact directly with applicants, or remote / virtual sites that use technologies such as phone, email, chat, and others to facilitate virtual engagement
Call centers are the most comprehensive in terms of issues they address, including technical and non-technical issues. Call Centers do not interact personally with applicants and always use some kind of mediation technology to facilitate engagement.
IT service bureaus focus solely on supporting IT services, but also engage in reactive “help” services and support routine tasks such as providing resources, managing access, and so forth. IT services can be physical sites that use the Internet Users can visit in person or can be remote operations like a call center. In the ITIL version, you can say that help is tactical and service is strategic – it will vary from company to company.
What does an IT service do?
The main purpose of an IT services office is to act as the primary contact for monitoring / ownership of incidents, responding to user requests and providing a communication channel between other service management roles and the user community. In addition to these basic roles, the Service Desk often plays an active role in recording change requests, maintaining third-party support contracts, managing software licenses, and providing troubleshooting assistance.
IT service desk roles and responsibilities. In some organizations, the service bureau is integrated with other business processes, such as:
- Employed on board
- integration of acquisitions
- Management of data access
- On board and offboarding by suppliers / partners
- Metric reporting and management
- Business continuity management
- Monitoring of infrastructure / services