Dictionary

Service Desk

Often a term interchangeable with Help Desk. A Service Desk and Help Desk are often difficult to distinguish between each other. However, ITIL version 3 distinguishes a service desk as a unit offering a wider range of service capabilities and containing integration with business processes, such as Change Management, and Problem Management. In general, a service desk provides a broader range of services than a help desk. However, a service desk can very closely resemble a help desk in many regards. ITIL is the standard for best practices for IT service management.

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