What is service desk management? Find out the benefits.

If you are looking to know the answer to what is service desk management or ‘what makes a service desk and a help desk different’ and are seeking a way to improve your IT systems and process management, you must first learn about BPM software that allows you to model, execute and manage business processes, making operations quicker and management objectives clearer and observable.

But ultimately, what is service desk management?

It’s necessary to know its history of service desk management to understand what it is. Concerned more with the speed and efficiency of jobs, companies seek more direct ways to get and provide more quality services for their demands.

With this, they begin to use the service desk, a service born from the help desk, which has the intention to centralize and manage the operational support service for users of a system, participants in a project or simply employees of a company.

Service desk management serves to centralize the needs of a company in one place, registering incoming and outgoing requests for support and maintenance, to have greater control over what was done.

Differences between service desk and help desk

So, what is service desk management? And what makes a service desk and a help desk different? Service desk management is an evolution from the help desk with superior scope and quality to serve large and complex demands through processes.

Unlike the help desk, which solves the most common problems, the service desk is used for operational problems classified as “level 2”, which are more complex, for example, sudden stops in servers and problems in e-mail managers that require treatment processes to increase quality in service delivery.

The service can be done via phone, internet or in person. Moreover, preventive visits are performed so that failures do not occur.

  • Examples of problems commonly resolved by a help desk: Users with problems in operating systems, applications, printers, email, difficulty opening files, etc.
  • Examples of problems often resolved by service desk management: Sudden stops in servers, problems in e-mail managers, security breaches, permissions management, etc.

Service desk management can have three forms of organization: local, centralized and virtual:

  • Local: Usually occurs when users and service desk management are in the same building or nearby.
  • Centralized: When physically located in a single point and all users in different locations need to perform their requests through this center.
  • Virtual: Doesn’t possess any physical location, it has different locations of users and different support locations, which can be a support service that works in several countries, for example.

Service desk management is a unique way to manage requests and service calls. With the increasing number of IT service desks, it has become crucial to maintaining support.

Within the Information Technology Infrastructure Library (ITIL) service desk management is a function that supports multiple areas, such as incident management, problem management, configuration management, among others.

 

The importance of IT as a business strategy

For many years, some organizations were able to continue their business even if they had little support from Information Technology (IT). Today the reality is different, information technology is a critical success factor for the organization, and in many cases ends up being its competitive edge in the market.

There are certain lines of business where it is almost impossible to imagine them today without the support of IT. For example, the banking system, where it would be tough to try to manage customer accounts without the backing of a database system.

 

Check out: How BPM can aid business IT processes

 

You can no longer treat IT alone. Technicians no longer handle IT. It’s become incorporated into a company’s strategy to achieve their goals. IT for many companies, has become a strategic partner joined the business and currently, its investment decisions are handled in the strategic planning meetings by the board of the company.

 

Understand how to use IT governance to control risks and information.

 

Here are some features of service desk management software

After deployment, the performance of service desk management can be measured by different segments: service time; abandonment connections; handling requests answered within and outside the period and classification of requests.

There are also service desk management programs that have pre-set reports to facilitate obtaining visibility of incident resolution times and tasks, property and general workload of the support system.

Incident Management: The function restores the service deformities easily.

Problem Management: Operates on focusing on the problem presented, putting an end to the errors that occur frequently.

Change Management: Ensures the implementation of changes in IT infrastructure in a secure and compliant way to meet the needs of customer service.

Services catalog: Displays all the services offered by the company.

CMDB: In a single database, ensures greater visibility of assets since it allows you to map their interrelationships and dependencies.

Reports: By using panels/dashboards allows you to know what’s going on and how your system is functioning.

Now you understand what service desk management is and what makes a service desk and a help desk different. Also, find out what BPM is.

For more check out: Quality customer service management made efficient with BPM

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