Service Desk

A Service Desk is a primary IT service for in IT service management (ITSM). It is intended to provide a Single Point of Contact (“SPOC”) to meet the communication needs of both Users and IT employees.The goal of a service desk is to make sure that users receive appropriate help at right time.

Service desk is most important piece to streamline your IT organization. Service desk helps employees, customers, vendors to resolve their problems quickly.It is a platform of communication between different stakeholders of business.

Types of Service Desk

Call center

A call center or call center is a centralized office used for the purpose of receiving or transmitting a large volume of requests by telephone. An inbound call center is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research.

Contact center

A contact center is a facility used by companies to manage all client contact through a variety of media such as telephone, fax, letter, e-mail and increasingly, online live chat.A contact center, also known as customer interaction center is a central point of any organization from which all customer contacts are managed. Through contact centers, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered.

Help desk

A help desk is a resource intended to provide the customer or end user with information and support related to a company’s or institution’s products and services.

A service desk handles incidents and service requests, as well as providing an interface to users for other ITSM activities such as:

  • Incident management
  • Problem management
  • Configuration management
  • Change management
  • Release management
  • Service-level management
  • Availability management
  • Capacity management
  • Financial management
  • IT service continuity management
  • Security management

Vendors of Service desk

  • Servicenow
  • HP SM
  • CA Nimsoft service desk
  • CA Service Desk manager
  • BMC Remedy
Service Desk
Service Desk

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