Objectives of an ITSM Service Desk

 It is important to differentiate between what is the Traditional Help Desk (which we talked about in the previous point) and what is Help Desk in the Management of Information Technology Services ( IT Service Management , ITSM) service desk role.

To avoid confusion, this last variable is usually called the Service Desk.

A Traditional Help Desk is limited in terms of incident management, support and provision. In other words, its functions are basic compared to an ITSM Service Desk .

ITSM serves a strategic vision that adds value to the company, and it does so through IT solutions in which it integrates people, processes and technology.

ITSM contributes to making the connection between IT and the strategy that an organization considers.

Specifically, the strategy proposed by ITSM helps organizations measure the impact of IT on their business processes. That is why we speak of an evolved Help Desk, that is, an IT Service Desk (service desk ).

Objectives of an ITSM Service Desk

An IT Service Desk focuses on business requirements, attends to the implementation of the IT process, monitoring and continuous improvement, in addition to solving existing problems.

It can be said that the IT Service Desk is reactive and proactive. It is reactive because it fulfills the functionality of what the Help Desk is as an incident and event management unit, but it is also proactive when applying the practices of continuous improvement of services, such as those proposed by the ITIL ( IT Infrastructure Library ).