Download solarwinds4/7/2024 The service desk isn't just a renamed help desk, but rather acts as a point of contact for service requests, problem management, and configuration changes. The help desk troubleshoots or resolves the issue for the user then closes the ticket, thus ending their responsibility in the matter. In other words, IT help desks are tactical because they’re in place to solve problems as they arise. The help desk works for ticket resolution. The help desk deals with individual user questions, issues, and problems under the purview of the service desk. The IT service desk, on the other hand, is both end-user-focused and internally focused. The first important distinction when considering the difference between help desk and service desk is its focus. However, under the ITIL framework, the two are different. service desk, there are definite similarities. ![]() What’s the difference between help desk and service desk?.
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