Service Desk vs Help Desk

help desk serviceA service desk is simply a communication center that allows the firm to interact with its customers, staff and other stakeholders of the firm. The service desk is a tool that is used by the firm to avail services to the stakeholders in a professional and fast manner.

The service desk and help desk are completely different tools of the business but they are often referred to as one by many people. Even if they are completely independent of each other, the service desk and the help desk have many similarities.

The other tool that performs related duties to the service desk and help desk is the call center. 

Differences between the help desk and the service desk

Many of the people in business tend to associate these two as one. This is because they both perform the same functions. According to some other people in business however, these two are distinct from each other. The main difference between these is that the service desk is able to handle the same functions as those of the help desk using simpler and shorter procedures.

The service desk is also able to provide a broader range of services as compared to the help desk.

Purposes of the service desk in firms

The service desk is a must have tool for most of the firms, even those that operate on an online basis. The main functions of a service desk in an enterprise include the following;

Helping the clients with routine tasks. Some of these tasks include changing pins and passwords. This may be as a result of incidents that have occurred with either the clients or the firm.

This tool is also used in the management of IT services of a firm. This is because it is able to integrate the processes of the business into service provision. This enables the clients and other stakeholders to have a little insight about the firm.

These tools can also be used to evaluate the performance of the firm by letting the stakeholders answer questionnaires and rating the quality of the services offered. This will go a long way to ensure that the mistakes by the firm are looked into and corrected. This will help to ensure the clients are happy and satisfied with the services provided by the firm.

Terms related to the service desk

There are some of other forms of the service desk that are being used by many firms today. They have different functions as compared to the functions of the service desk and help desk, but their purpose in the business is same. Some of the most common ones are listed below;

Auto run

This is a windows operating feature that leads the computer to take a predetermined course of action when a specific media device is fed to the computer.


This is the Microsoft Network Device Enrolment System. The main function of this system is to provide secure communication. The system is able to filter and block out devices that do not have the required credentials and thus helping to create a secure line of communication.

The Windows Server Core

This is a minimal option for the installation of the Window Server Operating System, commonly referred to as the OS by many people. It is limited in the number of operations it is able to carry out. This is because it is only equipped to provide the components that allow proper running of applications and performing the roles of the server.


The service desk and the help desk are almost similar in their roles and functions in the firm. Many people tend to refer to service desk and help desk as one entity even if the service desk is more equipped than the help desk. The major functions of these two is to enhance communication between the firm and the stakeholders. In the hands of experienced staff, these two can be very effective tools in the running of an enterprise.

In addition to these two, there are other tools that are used and their use is very similar to the use of service desks and help desks. Some of these tools include Auto run, NDES and The Windows Server Core. Even though they all perform different functions, their purpose in the firm is similar to the use of the service desk and help desk.

Value of Support – Does It Make A Difference?

support help desk value

In order to do things of their choice parents usually need support to find time for them, especially when they have to pay enough attention to everyone in the family as per their expectations. A relative or friend can be a big support for you when it comes to help in household chores or handling children etc. So, it is important that before the occurrence of extreme situation you must have a support beside you.

Is it hard to ask for support?

Most of us do not ask for support from our family or friends with a pretext that they may be busy in their own routine works or instead of being selfish we can manage the things on our own. Here a question arises that is asking for support really so hard?

Actually, our culture compels us to place too high expectations from our self as parents. Though we know that no one can be perfect but our worth is normally judged by how well organised our home is? In such situation people usually think that it will be OK if one of their responsibilities is owned by someone else.

Can not asking for support be risky?

People usually do not call for a help because when one work is transferred to other they may get some other work to do instead of sparing some time for them self. That means we are forced to work until we get exhausted. So normally we do not value support unless we realise that a change is essential.

We usually wait for the extreme situation before calling a help due to various reasons. Some parents want to prove their excellence in parenting, work management skills or expertise of their job until they collapse internally. By the end of the day, when they start feeling retarded they follow certain things like eating too much, having a glass of wine or watching their favourite TV shows etc. to quash down this feeling. But instead of suppressing such feelings they should acknowledge them and bring them out as they can cause the symptoms of depression or anxiety. So before such situation occurs we should be aware enough to communicate with others facing similar problems to get a solution out of it.

Is parenting really a tiring emotional job?

Actually parenting is colossal job which not only includes several physical works but also many emotional works from cleaning and entertaining children to controlling their behaviour and worrying for the entire family and most of the parents want to do them on their own. In such situation, due to their high expectations and lack of help, people try to handle the things themselves.

So to make the things a bit easier, you will have to focus on your own life and communicate with yourself or someone else to make a right decision about calling a help when required or not.

Do you deserve a support?

You can start thinking that whether the things will be good if you have a support? How and from whom you can expect help in parenting? When you shall call a relative to help you, when you are exhausted or at a particular day or time? When you should focus on yourself? Etc.

When you will assess your life on these points then you will easily know whether you deserve a help or not. It will make you feel better and less tensed up.

Having a good listener can be a good support for you

When you have a good listener to your hardships of asking for a help or scheduling the things to support your life then there are chances of getting some easy solutions for your problems. Such listening partnerships will help not only in releasing your tensions but also in getting a help to reduce your day-to-day parenting stress so that you can spare time to do other important works or look after yourself. But sometimes having a good listener also becomes as additional job when you are already feeling tense. So while finding a listener you should see whether it will relax you or make you feel more tensed.

Thus after focusing on our own life as well as talking with others it can be concluded easily that there remains a gap between what we expect from ourselves and what we are actually doing n our day-to-day life. This gap can be closed to some extent when we value support by getting is on regular basis or when required. In fact we can support our children better if we can support our self adequately.

Value of Customer Support

customer support

With no doubts, we can agree that parents need support from relatives as well as friends in taking care of children or perhaps help with other house chores. This is because of the reason that parents are not always around their children due to things like work commitments, or maybe when they are out doing things that they like. During such circumstances parents are not available for their children who need their care, thus a friend or relative can step in to provide support in taking care of the needy children. This relationship is similar to our businesses no matter whether it is small or big.

You find that customers will be looking to reach you about your products and services asking questions that they need a response to promptly. So, to ensure that you take care of your customer needs efficiently and effectively you must get someone to provide you with the required support when you are away accomplishing other tasks. Most of the time the best way to achieve this is by hiring customer support services providers to deal with your customer demands. The bottom line is that the value of customer support cannot be underestimated if at all you want to be successful.

Definition of IT Service Management


IT service management abbreviated as ITSM can be defined as the overall activities and directed policies that are structured and organized in procedures and support processes that are done by an organization to plan, design, deliver, control, and operate IT services rendered to their customers. In simple words, ITSM is primarily concerned with IT services implementations to meet organizations customer needs and they are performed by IT services supplies through a mix of appropriate people, processes, and with the use of information technology. Ideally, IT Services management is different from other technology-oriented approaches like IT systems management and network management because it adopts an approach that is geared towards focusing and managing customer needs and IT support services for customers as well as with continued improvement.

Service Desk

A service desk can be defined as a single point of contact (SPOC) communication center between a company and its business partners, employees, and customers. The main goal of a service desk is to make sure all players who have its contact receives timely and appropriate help at any given time.


Service desk design is implemented in a way that to can be able to handle both services request and tackle rising incidents.

In this context, you should understand that a service request is an event that seeks for support with a routine task, like getting a new client set up work systems or help given to a user when they need to change a password. On the other hand, an incident is an occurrence that leads to a disruption of service quality or availability. Other service desk services include release management, change management, and related tasks configuration. You should note that service desk falls in the three main categories of user and/or customer support. Sometimes people tend to confuse service desk and help desk, this is going to be discussed in details below.

Help Desk vs. Service Desk

help deskThere is a lot of confusion when it comes to differentiating between help desk and service desk. Ideally, a help desk is viewed as a means through which you can quickly help to resolve end user’s technical issues, incidents, and their immediate needs. The help desk main goal is to resolve issues and request from end users quickly and efficiently as possible.

On the other hand, a service desk is an idea that is broad, more strategic and it is cross-organizational. Service desk is not focused rather it looks at overall business needs on resolving the needs of the end users and covers the business’s broad context. Service desk has a help desk element and it is geared towards improving business and IT process across the entire organization as well as improving IT processes opportunities.

Customer Care Online Casino

To wrap up the loose ends, it is worth to mention that the true value of customer support from customer’s perspective is realized only when something doesn’t work correctly with their account when it comes to online casino. With online casinos, you find that there are potentially many things that could go wrong due to the level of security put in place. Generally, in the online industry, there is a high risk of hackers and other malware issues making provision of customer care important to safeguard bonuses that they are given and ensure that customers can continue to play games via websites or software provided at any given time.

The bottom line is that with online casinos customer care is viewed as twofold. First of all, customer care here serves the needs they have and addresses concerns and other needs that arise promptly allowing them to build trust and confidence that issues and needs they might have can be addressed quickly. Lastly, customer care serves online casino in that when customers are satisfied they will give excellent positive reviews giving you a chance to increase client base simply by giving them an excellent and effective care package.

Balls Of Steel – PC

Installation | Installation Problems | Sound Issues | Video Issues | Error Messages | General Problems | Standard Troubleshooting | Channelware Help | Downloads 

Version 1.3

Balls of Steel version 1.3 has been released by the developers of the game. This patch has not yet been fully tested by Infogrames Inc., and is not a supported release. If you have any problems with version 1.3, we suggest uninstalling the game and reverting to version 1.1 for the time being. Please note that this game is Windows95/98 only, it will not run on DOS or Windows 3.1 or Windows NT.

Here’s a complete list of all the fixes/updates in v1.3.

  • added DirectDraw support option for the display
  • fix to Firestorm 3-ball totaling for undefused bombs
  • change to double for scoring, rather than custom 64-bit ints
  • updated magnetic lock parameters to prevent ball getting stuck
  • fix to Firestorm Powerplant and Freeway ramp scoring awards
  • super combo scoring cap introduced
  • kickback cheat code on Mutation now properly opens kickback gate
  • powerball mode now correctly resets gas cylinders on Duke Nukem
  • ball blocker gate bug corrected
  • ball dumping from cyclotron dish during Mutation 3-ball improved
  • free 4-billion points in Duke Nukem video mode corrected
  • high score sorting problem corrected
  • crashing after final ball of Darkside 3-ball corrected
  • parental lock extended to cover text of hurry-up message
  • Firestorm outlanes no longer turn off novice ballsaver
  • suppressed false display of combos values in Mutation
  • fixed Barbarian element missions to ensure correct display on completion
  • corrected bug in Duke Nukem multiball modes in conjunction with elevator
  • removed references to Worldscores, as they no longer track Balls of Steel scores

This list is for the registered version, obviously issues relating to the registered tables don’t apply to shareware. As a convenience to our customers, these patches will update either v1.0, v1.1 or v1.2 to the new v1.3!

Please remember, if you have any problems attempting to apply these patches, you will need to remove your game (with the Add/Remove Programs icon in Windows), and then reinstall and reapply the patch.

For more information, please refer to 3D Realms’ Balls of Steel page or Wildfire Studios.

Download the patch into a temporary directory. Run bos13rp.exe for the registered version or bos13sp.exe for the shareware version and follow the on screen prompts to install the patch.

  • Registered Version Patch
  • Shareware Version Patch

Version 1.1

This patch addresses the following issues:

  • key selection in menu for flipper, plunger, and nudge
  • fix to permit extra ball awarding in Arcade mode
  • fix for Duke extra ball dotpanel display sequencing
  • fix to prevent Enter skipping highscore entry until highscore title shown
  • increased maximum capping and adjustment for Powerball enabling
  • fix for 2-ball jackpot totalling in Firestorm
  • video driver update for problems with Matrox Mystique and Riva cards
  • fix for problems with cards based on Rendition chips
  • fix for problems using Video Setup button after installation
  • removed screen capture key
  • fix to allow single-screen view only on video cards less than 1Mb
  • automatic resetting of display profile if video options changed in menu
  • An extra utility is now included that will allow you to reprofile your video card should you run into trouble, or change video drivers, etc.

Download the patch into a temporary directory. Run bosreg11pt.exe for the registered version or bossw11pt.exe for the shareware version and follow the on screen prompts to install the patch.

  • Registered Version Patch.
  • Shareware Version patch.

DOS Troubleshooting

ms dos

Conventional Memory

Running an MS-DOS game on your Windows 95/98 operating system can sometimes be tricky. One major cause of the game freezing or locking up is a lack of Conventional Memory. Most of Accolade’s DOS games require that your computer has at least 580k Free Conventional Memory. You can easily check how much your computer has.

  1. Go to your Start menu, then Programs, and click on the MS-DOS Prompt.
  2. This will open a window of DOS on your Desktop with the command line reading C:\windows>. Type mem and hit the Enter key.
  3. You will see a chart of how your memory is broken down in your computer.

Check the top row to see how much FREE Conventional Memory you have. If you have under 580k free, chances are you must use a boot disk with this game. You can download a Boot Disk Maker from our Downloads & Patches section or the DOS Files section below. This software will instruct you on making a boot disk. You will need a blank 3.5″ floppy disk.

DOS Hardware Drivers

In order for your game to work properly in DOS, your computer must be equipped with DOS DRIVERS for your sound card, mouse and CD ROM drive. Many new Windows 95/98 computers do not have DOS Drivers pre-installed. This is the responsibility of your computer manufacturer/vendor to supply you with those drivers. You can also check out our Links section to aid you in finding DOS drivers.

MWAVE sound card users

IBM MWAVE sound cards will not detect in our old setsound utility configurations. In order to setsound with the utility, either start a MS-DOS Prompt or restart the computer in MS-DOS mode. In DOS the user must type MWAVE ON or just MWAVE (depending on the card) at the C:\> prompt. This calls up some sort of emulation program. To determine whether it worked, the cursor should have turned to a flashing block for a couple of seconds. Once this is complete, you should be able to setsound with the MWAVE card.

VESA Drivers

If the graphics are scrunched or distorted in any way, you may need to have a VESA driver loaded into memory before running the game in order for the graphics to display properly. Your best bet is to contact your video card’s manufacturer and ask them if they can send you the latest VESA driver for your specific video card. An easier route is to find the web site of the manufacturer and download the driver from there. We also have universal VESA drivers available below in case you can’t locate the drivers on the web or through the manufacturer.

  • SciTech Universal VESA Driver (uvbe51a.exe – 198 KB)
  • Universal VESA TSR (uvesa.exe – 23 KB)
  • ATI MACH 64 VLB VESA Driver (64vbe101.exe – 14 KB)

Note: This driver will not work properly with the ATI MACH 64 PCI video cards. 

DOS Loop

Sometimes when you launch a DOS game from a Windows environment, your computer will ask you if you want your “Start up” files edited to run the game from MS DOS. If you choose “YES” it will put your computer in a DOS loop. When this happens, you computer will start up in the DOS game each time you reboot. Windows will write extra lines to the CONFIG.SYS and AUTOEXEC.BAT causing this “loop.” Here’s how to fix the problem.

  1. Restart the computer. When you see the line Starting Windows 95/98…, hit the F8 key. This will take you into a Windows Boot Menu.
  2. Select Step by Step start up. Say NO to all questions. Computer will load to a C:\> prompt.
  3. At the prompt type edit autoexec.bat and hit the Enter key. Delete the following lines from the list:
  • Rem – The following lines have been added by Windows 95…
  • C: CD\<Name of the folder that the game was installed to>
  • CALL C:\<Path of DOS game install>
  • C:\Windows\ /w
  •<Followed by any parameters>
  1. 4. Once finished deleting all of these lines, save your changes and exit out. This will take you back out to the C:\> prompt.
  2. 5. Now type edit<space>config.sys and hit the Enter key. Delete the following lines from the list:
  • DOS=Single
  •<Followed by any parameters>

Note: This line may appear here or in the autoexec.bat.

  1. 6. Once these lines are removed from the autoexec.bat and config.sys, your computer should load back into Windows 95/98.

Starting DOS Games

Usually after installing a DOS game, you’ll notice that there were no shortcuts placed in your Start Menu to launch the game. When playing a DOS game, you want to make sure that you start the game from a DOS prompt. There are three ways to do this.

  1. Start the game from the MS-DOS Prompt. (Recommended)
  2. From your Desktop, go to the Start button, then Programs, then click on MS-DOS Prompt.
  3. Will open a window of DOS on your Desktop with the command line reading C:\windows>. Type cd.. and hit the enter key.
  4. Will change to C:\>. Depending on the name of the folder that the game was installed to, you’ll want to type CD<spacebar>followed by the name of the folder. For example, if the folder we called hb5, you would type CD hb5 and hit the enter key. (For example sake, we’ll use hb5 for the name of the folder.)
  5. Should change to C:\hb5>. At this point, you want to type the name of the executable to launch the game. Usually the executable is the name of the folder that you installed the game to. Continuing with the example above, you would type hb5 and hit the enter key.

Starting the Computer in MS-DOS Mode

  1. From your Desktop, go to the Start button, then Shut Down, then select Restart in MS-DOS Mode.
  2. This will shut down your computer to a C:\> prompt. Follow the instructions from number 3 above to start the game.
  3. You could run into problems if you need to read from the CD-ROM drive. MS-DOS Mode usually doesn’t load CD-ROM drivers.

Starting the Computer with a Boot Disk

  1. Insert the Boot Disk into your disk drive and turn on the computer.
  2. You will eventually show up at an A:\> prompt. Type c: and hit the Enter key.

Will change to a C:\> prompt. Again, follow the instructions provided above to start the game. To download our Boot Disk Maker, click here.

DOS Files

Boot Disk Maker (bootmkr.exe – 587kb)

If one of our DOS/4GW games states that you don’t have enough memory to run, try this program to help you make a boot disk. A 3.5″ disk is needed to make a boot disk. Simply follow the instructions after double clicking on bootmkr.exe.

Mo’Slo (mosol.exe – 5kb)

Turbo (turbo.exe – 79kb)

Some of our older games, including Apollo 18, Day of the Viper, and TKO, do not work properly on 386+ machines, due to the program being unable to cope with the computer’s speed. Use either of these programs to temporarily slow down your computer’s CPU.

Macintosh General Troubleshooting


In order for any software to work properly on your system, your Mac MUST meet or exceed the software’s minimum system requirements as listed on the box or in the manual.

You must also shut down all of your other programs before running our software. Other programs can use up too much of your system’s resources, leaving less than our program needs to operate.

How do I close my other Applications?

  1. Click the Finder icon in the top right-hand corner of your screen. This will show you a listing of all programs currently running on your computer.
  2. Click the first program in the list.
  3. Close the program or window that appears.
  4. Repeat this process until all programs have been shut down.

Once you are sure that your system meets the minimum system requirements for the software and that your other programs are all shut down, you are ready to begin troubleshooting the problem.

Standard Mac Troubleshooting

Following are some of the problems that can occur in any Mac program, and the recommended solution(s) for each.

The program reports an “Insufficient Memory”, “Out of Memory” or similar error, and will not run.

If your computer has enough physical RAM installed to run the software, then you probably just need to optimize your Mac’s memory settings like this:

  1. Click the on the Apple menu.
  2. Select Control Panel.
  3. Select Memory.

If you are NOT using a Power PC, then turn virtual memory and 32-bit addressing or modern memory management to OFF.


If your ARE using a power PC, leave turn these features ON, and set Virtual Memory to 1 megabyte.

On all Macs, set RAM disk to OFF.
Restart your computer after changing any settings so that your changes can take effect.

NOTE: If you still get “Out of Memory” errors on a Power PC after changing these settings, raise the Virtual Memory setting and try again. If this doesn’t work either, see the section on “Disabling Extensions” below.

The program crashes unexpectedly, locks up, reports an error, or just runs poorly.

Many problems in Macintosh programs can be the result of conflicts between the software and one or more system extensions.

The majority of our programs require only the
Apple CD-ROM and
Quicktime extensions to run. Check the program’s manual to see what other extensions, if any, your software requires. All other extensions should be disabled while you play, and then re-enabled afterwards.

NOTE: If you have already disabled all but the necessary extensions for the program, but you are still having trouble, see the section on “Insufficient Memory” errors above.

How do I disable unnecessary extensions?

  1. Restart your Macintosh.
  2. When the “Welcome to Macintosh” screen appears, press and hold down the <Spacebar>.
  3. Continue holding down the spacebar until the Extensions manager appears.
  4. Uncheck all extensions except the ones needed by the software you are trying to run. Most games only require the following:

Apple CD-ROM

Some game also require Quicktime PowerCheck the manual or readme file for the program you are trying to run to see what other extensions, if any, are needed.

  1. Click and hold down the SETS button at the top of the box, then click on SAVE SET.
  2. Give the set a name like “Games Configuration” so you can use it again later.
  3. When done, click on the box in the top corner. Your MAC will start up normally.
  4. When you are finished playing your game, restart your computer again and follow steps 3 and 4.
  5. Click and hold down on the SETS box. Click on your normal configuration file. Then restart your computer again and everything will be restored to normal.

My Mac runs OS 8, and I’m having problems with a game that uses QuickTime.

The version of QuickTime that is included with this operating system is not totally compatible with some of our older software. Try installing the version of QuickTime that is included on the program CD before running it again.

The program was working fine before, but now I’m having problems with it.

You may have installed some other software since the last time you ran this product that is conflicting with our product. See the sections above on shutting down other programs and disabling unnecessary extensions.

If you have not installed any other software, or you have already tried those solutions, then the preferences folder for this product may have become corrupted. You can force our software to create a new preferences folder like this:

  1. Open the Mac System folder.
  2. Open the preferences folder.
  3. Look for a folder that has same or similar name as the software you are having trouble with.
  4. Drag this folder to the trash.
  5. Restart your computer.
  6. Try running our software again.

Please note that this action may erase any setup information that exists for this product and possibly any other products that use the same preferences folder, so use this only as a last resort.

If the problem still occurs, one or more of the program’s files may have been accidentally deleted or corrupted. Try this:

  • Double click your hard drive icon.
  • Find the folder where you installed our software.
  • Drag this folder to the trash.
  • Reinstall according to the instructions in your manual.

If you have any problems while trying to re-install, or the same problem still exists after re-installation, your CD-ROM drive may be having trouble reading the CD. Inspect the shiny underside of the CD for fingerprints, smudges, and scratches. If the CD is dirty or scratched, see the section below labeled ”
What can I do if my CD is Dirty or Scratched?”

My CD-ROM drive reports a “Disk Unreadable” error, or just seems to be having trouble reading a CD.

A “Disk Unreadable” error could mean that you have purchased the PC version of your game. Check the box to see if it specifically says that it will run on a Macintosh. If it does not, then you will need to return it to the store you purchased it from for an exchange.

If the CD you have does in fact contain the Mac version of the product, but your drive just has trouble reading it, the CD may have become dirty, or even scratched. Inspect the shiny underside of the CD for fingerprints, smudges, or scratches.

What can I do if my CD is Dirty or Scratched?

If your CD is dirty, but not scratched:

Most computer stores carry inexpensive CD-ROM cleaning kits that will safely restore your CD. If you want to try cleaning the CD without a kit, you can wash the CD using lukewarm water, MILD NON-ABRASIVE dish soap, and a very soft and clean COTTON cloth. Do NOT use any kind of paper product or abrasive soap to clean the CD, as these WILL scratch! Once the CD is clean, be sure to let the CD dry completely before inserting it into your CD-ROM, or damage may result.

If your CD is scratched or damaged in any way:

If your CD is scratched, you may need to send it in for replacement. Even small scratches can prevent your drive from reading data. To find out how to send your CD in for replacement, please see
Infogrames Customer Service Policies and Information.

The colors in the game are all wrong?

If you are using contextual menus on your system, you will need to disable them before playing our games. Contextual menus can cause a shift in your systems color palette that can disturb the game’s color scheme. In order to turn these menus off, you will need the Contextual Menu Extension version 1.0.2 from Apple. Check
Apple’s website or call 1-800-SOS-APPLE for assistance.

I have a new Blue-and-White Power Macintosh G3, but the video quality is poor.Poor video quality o  the newer “Blue-and-white” G3 computers can usually be fixed by downloading the update for the video chip that is standard in this machine. Go to to download this update.