The focus of what the traditional IT help desk is is limited in incident management, support and provisioning. In other words, its functions are basic compared to what is an ITSM framed help desk.
serves a strategic vision that adds value to the company. It does this through IT solutions for which it integrates people, processes and technology. ITSM contributes to making the connection between IT and the organization's proposed strategy.
Specifically, the strategy proposed by IT contributes to organizations measuring the impact of IT on their business processes. Therefore, what is the help desk in this other context reaches a higher level and it is there that it becomes an IT service desk .
An IT service desk operates within a strategic framework. Focuses on business requirements. It addresses the implementation of the IT process, monitoring and continuous improvement, in addition to solving existing problems.
You can say that the IT service desk is reactive and proactive. It is reactive because it complies with the functionality of what is a Help Desk as an incident and event management unit.
More info: help desk job description
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