Over the past few years, technology has advanced at a mind-boggling rate. Last year’s top of the line product might already be struggling to meet the needs of current applications. While the enterprise/business level can maintain standards for longer periods of time, keeping up with technological advancements is always going to be chore.
Question: How are you supposed to manage an ever-changing IT environment and run your business at the same time?
Answer: Service Desk, which serves as sort of a “home base” for your organization’s IT processes such as basic user support, system administration, networking, device management, and application support. If a process has anything to do with IT infrastructure, it can be controlled and monitored in the Service Desk by dedicated IT resources (yours or someone else’s).
But we already have a Help Desk.
Maybe, but you might not have an actual Service Desk. The terms “service desk” and “help desk” are frequently interchanged; however, they are two completely different animals.
The primary focus of a help desk is technical support, e.g. password resets, new user set-up, and temperamental printers. Essentially, the basic help desk is just one part of a Service Desk.
A Service Desk, on the other hand, is focused on increasing efficiency and lowering costs. A Service Desk manages and evaluates every aspect of an organization’s IT process:
- IT Infrastructure and Environment
- System Implementation and Configuration
- System Updates and Releases
- General Systems Support
The Service Desk is not limited to keeping tabs on current assets. Aside from making sure everything is working like it’s supposed to, a good Service Desk application can analyze process and service delivery so that you can implement changes for better operational efficiency and short- and long-term cost reductions.
Click here to download a JCMR Technology’s Sample Document: Service Desk Process:
About the Author
Jake Kent is an Entrepreneur and Business Owner who specializes in Information Technology. Jake has founded eight companies in the IT Consulting and Delivery, Investment Real Estate, and Community Banking industries. Jake brings vision, leadership and a strong work ethic to the CEO role. He leads by example, possessing remarkable skills, experience and expertise across business strategy, operations, financial management and sales and marketing. Read More…