phani123

How do you currently define the IT assistance structurer in your business? Does your team assist in resolving customers’ issues via a break-fix (incident management) process? Or, does it handle service requests and provide answers for generic IT questions?

What you say determines if the IT setup is help desk vs service desk. Though you felt these terms were interchangeable, they actually have different purposes according to the ITIL and Information Technology Service Management (ITSM) definitions. For a more comprehensive look at these two desks, here are some commonly asked questions we can answer.