Service Desk

service deskA helping hand is always welcome. A person who does not want help usually gives himself or herself too much work. At times, taking more than one can handle.  elegation helps and support goes a long way. Take a scenario of a mother with children. Mothers sometimes beat themselves up. You want to be the best mother, wife and woman for yourself all at the same time. 

All these are emotional things and you may just crash.  Getting a babysitter to watch over your kids as you send time with our better half would work wonders. Being Wonder Woman is amazing but we are humans. We get fatigued and do need help. Do not let pride get the best of you. With help, you are able to perform your duties better. You are able to concentrate better and remain rejuvenated too.

Similarly, business requires support in different spheres. IT service management (ITSM) is the support offered to customers receiving information technology services. This is with regards to processes and procedures, that is planning, design, operation and control of IT services. The service provider offers the support through various channels such as processes and people. The main focus of ITSM is improvement on a continuous basis. Both customer experience and quality of service ought to improve. The focus is also on customer needs rather than just IT systems. ITSM is used to support in conjunction with other business disciplines such as quality management and information security management.

As aforementioned, support goes a long way

Moreover, having a single point of having the support is more ideal. This is the role of a service desk. It provides a single point of contact for customers and a company, business partners as well as employees. The aim is timely delivery of the desired support. A service desk design is to aid in a service request and incident. A service request is a routine task such as changing a password for a stranded client online whereas an incident is the occurrence of an event that alters the quality of a service or its availability.

Customer support is provided through help desks and call centres. At times, people confuse the two to a service desk. According to The Information Technology Infrastructure Library (ITIL), service desk is critical as a tool to information technology service management (ITSM).

The service desk at times is termed as the help desk. Is there a difference? Today, people may use the words interchangeably. The service desk definition and roles are as outlined above.
The complexity of an organisation and their use of IT and customer engagement may inform the decision to use either service desk or help desk. A help desk is mainly used to resolve issues on a faster stand point. The roles carried out by a help desk can range from email notifications tracking to escalation procedures. The idea is to provide seamless solutions to resolve issues.

The customer experience ought to be better. In certain instances, support may be provided outside the help desk. Irrespective of a firm having a service desk or a hep desk, the customer solution should be provided as soon as possible. The terms can simply be termed as semantics. One may say to have a department of service desk but service delivery is poor. The reverse is also true.

Online casinos do apply IT and need support.

Not the easiest ways to think with regards to gambling but it is important. What if you don’t understand what just happened with the bet you just placed? Customer support plays an important role. There is the number you can call but it may be past office hours. Having trained staff to chat with works. They are available 24/7 to respond to customers enquiries and address any relevant
issues. The customer support should be conversant with all the relevant undertakings on the platform. Training customer care staff ensures customer satisfaction when using the online casino.

This means free marketing for the online casino since the customers are satisfied. The customer care should be in contact with relevant departments in case queries made are technical. However,
customers on an online casino would mainly be interested in making more money and understanding what exactly is going on at face value.

It Service Management

it management serviceCommonly referred to as ITSM, IT Service Management can be loosely translated to mean the entire activities that a firm is involved in with the aim of controlling the information technology that the clients receive. Some of the activities that the firm does to ensure this include organizing and designing, planning, delivering and even controlling the information reaching the clients. Therefore IT Service Management is involved in the duty of implementing the IT services provided to the clients and tailoring them to meet the needs of the clients. The IT Service Management also uses the service desks and help desks which are an entity of the IT to enhance the communication network between a firm and their clients.

About IT Service Management

This is an independent discipline but it still is tied to other approaches for management. There are some frameworks that the ITSM borrows some of its principles from including the MOF, FitSM and even COBIT. These frameworks are also independent of the ITSM but their working principles between these frameworks resemble that of the IT Service Management. The main purpose of IT Service Management in a firm include the following;

Facilitating the exchange of ideas among the available frameworks in the firm. The ideas can be either from the employees of the firm, the clients and eve other stakeholders.

Organizing workshops and conferences are also the duties of the ITSM in a firm.

Another major function of the ITSM is the translating of the documents in the framework to the required languages and publishing the guides for translation.

The ITIL (Information Technology Infrastructure Library) is considered as equal to the ITSM because they perform almost similar functions, even though the ITSM is considered superior to the ITIL. 

Other types of frameworks

The IT Service Management derives some of its working principles from frameworks that are different from it but perform almost the same functions. Some of the frameworks that the ITSM derives its principles include the following:


This initials represent the Control Objectives for Information and Related Technologies. This is a framework of governing the IT. The specific function of this framework is controlling the firm objectives among other aspects that relate to the development of the firm.


This is a framework that is able to regulate and manage the services being offered to the clients and other shareholders of the firm.

Microsoft Operation Framework, MOF

The major functions if this framework in a firm include providing a framework for management of the services provided by the firm to the clients. Another major function of this framework is to provide guidance on the services being provided by the firm.

Relationship between ITSM and service desk

The service desk can be defined as a communication center between the management of the firm and other stakeholders of the firm. The service desk is a function of IT with its main intention being to provide a point of contact between the management and other stakeholders of the firm. This means that it is a tool used by the firm to communicate to its clients and vice versa. The clients are able to present their complaints, incidences and suggestions to the management of the firm.

The service desk is also important in the facilitating of other processes like licensing of insurance and also allows the clients to make changes to their requests. A help desk is considered a different entity from the service desk. The help desk has lesser capabilities as compared the service desk.


The main purpose of the IT Service Management framework is to enhance communication between the various aspects of a firm. Some of the activities and procedures that are used by the ITSM have been borrowed from other independent frameworks. The IT Service Management also involves the use of the service desk and help desks in the running of their normal operations. These two have the major function of acting as a point of communication between the firm and other stakeholders like the clients and employees.

Information about the activities of the firm can be availed to the clients and other stakeholders and vice versa. The clients are able to give their suggestions and complaints o the management of the firm via the service and help desks.